Acceptable Use Guidelines

Last updated: 20th March 2024

At Brain in Hand, our commitment is to provide effective and personalised support to meet the unique needs of our users. To ensure the optimal use of Brain in Hand, we have established acceptable use thresholds based on insights from user interactions.

Where users exceed the thresholds, we will start a review process. We will engage in conversation with Users and/or their supporter/referrers to find out if Brain in Hand is still the right support.

We will explore alternative solutions and see if there are other ways Brain in Hand can help.

Just because a user has gone over the threshold does not mean we will automatically assume inappropriate use; we will seek to understand individual circumstances to support our decision making.

Brain in Hand reserves the right to temporarily suspend or permanently discontinue services if, upon review, it is found to be excessively used, used incorrectly, or if there is an overreliance on our human support. This measure is in place to ensure the wellbeing of our users and the continued relevance, effectiveness, and quality of the services we deliver.

The following thresholds are for usage we deem as not being acceptable:

For Coaching Support:

  • Four or more cancellations within a 90-day period.
  • Incompletion of onboarding after six or more coaching sessions.
  • Where coaching session hours exceed 15 hours in a year.

Coaches can also request a review where they have identified session-related barriers (e.g. user struggling to grasp the technology, requiring more guidance in each session, a change to personal circumstances which means that the service may no longer be suitable or require a pause, supporters not able to offer required level of support needed).

For Response Services:

  • Twelve or more requests within a 90-day period.
  • Where 3 or more conversations exceed 30 minutes if a phone call or an hour if SMS/email over a 90-day period.

The thresholds will undergo periodic review to stay aligned with evolving user needs.