Frequently Asked Questions
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As a subscribed member, can I purchase additional 1:1 (1 hr or 30 min) meetings?
Yes you can! Just head over to the "Book Online" tab at the top right, and book one of the "One Time Services" meetings!
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As a subscribed member, how many check-ins are included per month?
Every month, you are credited (5) 30 mins Check-Ins (premium membership) or (2) 30 mins Check-Ins (basic membership) with your technical mentor.
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How do I book one of my check-ins as a subscribed member?
To book a check-in as a subscribed member, head over to the "Book Online" tab at the top right, and click on "Member Services" to book your 1:1 meeting.
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As a subscribed member, what happens if I don't use all of my check-ins each month?
If you fail to schedule or use your all your check-in sessions each month, they do not rollover, and will expire when the new subscription month starts.
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As a subscribed member, do I have to spread the check-ins or can I combine multiple session for longer meetings?
Yes! You can book however you would like with your allotted (30 mins) Check-Ins. If you prefer to use 2 (30 mins) sessions to meet in a single day for 1 hour, just book two separate meetings next to each other (as long as it's available in the mentor schedule)!
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When booking a meeting, what is the earliest time I can start booking?
The earliest time you can start booking is 12 hrs out!
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How do I join a meeting?
When joining a meeting, you will get a reminder sent to you by e-mail with the link to join the meeting.
Alternatively, you can also find the meeting link by going on to www.hanawilo.com and clicking on the "Profile" image at the top right of the website and under the dropdown, select "My Bookings". Select your booking time, and click "Open Meeting Link".
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What happens to no shows?
Both the client and mentor have 15 minutes to show up to the 1:1 meeting at the start of the meeting.
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If the client is not showing up within the first 10 minutes, please ping them on Slack to join the call.
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If the client is 15 minutes late, as the mentor, you have authority to close off the meeting at the original end time. For example, if the client meeting is from 2 – 3 pm, and the client is 15 minute late, as the mentor, you can close off the meeting still at 3 PM.
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If the mentor is 15 minutes late, as the mentor, you must account for the offset of your late time and push to the new end time accounting your late minutes. For example, if the client meeting is form 2 – 3 pm, and the mentor is 15 minute late, as the mentor you must extend the meeting till 3:15 PM.
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If after 15 minutes, the client does NOT show, this would flag as a “NO-SHOW”. Please message @Tony Kim on Slack with a Screenshot of pinging the client to join the meeting.​​
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How does canceling/rescheduling work?
Cancellation/Rescheduling is allowed up until 24 hrs of the meeting start time.
To cancel or reschedule, go to www.hanawilo.com and click on the "Profile" image at the top of the website and under the dropdown, select "My Bookings". Select your booking time, and click "Reschedule" or "Cancel".
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Is there a refund process?
Cancellation/Refund Policy for Subscription Service:
There is no refund process for any of our subscription based services.
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If you happen to choose to discontinue the subscription service, you can cancel anytime by clicking on "Profile" at the top right of this page, and navigating to the "My Subscriptions" tab.
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If you happen to cancel a (30 min) check-in, there is no refund, please proceed to rescheduling if possible.
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Cancellation/Refund Policy for One-Time Services:
If you happen to cancel your booking anytime greater than 24 hrs of the meeting start time, you will be granted a refund for the meeting.
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If you happen to cancel your booking anytime less than 24 hrs of the meeting start time, you will not be refunded.
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Any additional questions?
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E-mail Us!
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