How Positively Sage Works for Account Holders

Effective Date: October 16, 2026

Welcome

This page explains how Positively Sage services operate in practice and what Account Holders can expect when purchasing services. It forms part of the binding agreement between you and Positively Sage and is incorporated by reference into our Terms & Conditions.

By purchasing services, you acknowledge that you have reviewed and agreed this document, Positively Sage Terms & Conditions and Privacy Policy. If there is any conflict between this document and the Terms & Conditions, the Terms & Conditions and Privacy Policy will govern.

Our Services

Positively Sage offers two distinct services:

My Friend Called
One-on-one phone or video companionship calls designed to foster connection, routine, and uplifting conversation.

Sage Reflections (Coming Soon)
A guided storytelling service that preserves personal stories through recorded conversations and curated keepsakes.

Each service operates independently and has its own billing and cancellation terms.

My Friend Called: Subscription & Billing

Starting Your Subscription & Scheduling
We typically begin calls within one week of enrollment, allowing time for thoughtful Companion matching, coordinating the schedule directly with the Participant, and completing required Participant forms and agreements.

Each My Friend Called conversation is a 30-minute session conducted through Zoom, with Participants joining by telephone or video according to their preference.

Calls follow a consistent weekly schedule, with one, two, or three standing call times depending on the subscription plan. Occasionally, the first call may take place on a different day or time to accommodate the initial billing cycle. This call counts toward the number of calls included in the subscription.

All scheduling arrangements are managed directly between Positively Sage and the Participant.

Billing Structure
My Friend Called subscription plans are billed every four weeks through our payment processor. For service delivery purposes, each billing cycle represents a four-week service period and includes a defined number of scheduled calls based on the plan selected:

Once per week → 4 calls per billing cycle
Twice per week → 8 calls per billing cycle
Three times per week → 12 calls per billing cycle

This structure applies regardless of calendar month length.

Billing Start & Renewal

Payment is processed at signup, and subscriptions renew automatically every four weeks unless canceled before the next renewal payment is processed.

If a renewal payment cannot be processed, we typically allow a grace period of up to five (5) business days to resolve the issue. During this time, the account may be placed on hold. Because Companion time is reserved in advance, future calls may be canceled if payment is not resolved within that period.

Receipts are sent to the Account Holder’s email on file. If a subscription is canceled due to nonpayment, you are welcome to restart at any time.

Call Allocation & Expiration

Participants may reschedule one call per four-week billing cycle with at least 24 hours’ notice, subject to Companion availability. Rescheduled calls must take place within the same billing cycle.

Missed calls and calls canceled without rescheduling count toward the subscription and are not eligible for credits, refunds, or carryover.

Unused calls expire at the end of each billing cycle unless otherwise expressly agreed in writing by Positively Sage.

Cancellations & Discontinuation

My Friend Called
First-Time Clients

Account Holders may cancel within 48 hours of the initial purchase for a full refund, provided no calls have been completed.
⁠If a call has been completed within the first 48 hours, the standard cancellation terms below apply.
After the 48-hour cancellation period, payments are nonrefundable except as otherwise provided in this policy or required by law.

Renewing Clients

You may cancel at any time to stop future renewals. To avoid the next charge, cancellation must be completed before the scheduled renewal is processed.
⁠Once a renewal payment has been processed, the new four-week billing cycle begins, and that payment is nonrefundable except as required by law.
If you cancel with calls remaining in the current paid service period, you may continue to use those calls until that service period ends.

Sage Reflections
Sage Reflections is a custom service. Once the first planning session has occurred, payments are non-refundable. If canceled before the planning session, a refund less a 15% administrative and planning fee will be issued.

Call Recording

My Friend Called conversations are recorded to help protect Participants and Companions, maintain service quality, address concerns, and support training. Recording is a requirement of participation, and Participants must acknowledge and agree to this requirement before their calls begin.

Recordings may be reviewed by authorized Positively Sage personnel for these purposes.

My Friend Called and Sage Reflections are separate services; recording practices and permissions differ and are always explained in advance.

Not Therapy or Medical Care

Positively Sage is a non-medical, non-clinical service focused on social connection and emotional well-being. Our services do not provide therapy, counseling, medical advice, crisis intervention, or emergency support. While many Participants find our services comforting and meaningful, we do not guarantee emotional outcomes, mood improvement, reduced loneliness, or personal transformation.

Participants experiencing distress or requiring medical attention should seek assistance from a licensed healthcare or mental health professional. We are not able to support individuals experiencing significant memory loss, confusion, or cognitive decline.

Health & Safety Notice

Positively Sage does not actively monitor Participants for safety, health, or overall wellbeing. Our services are limited to scheduled conversations focused on companionship and connection.

If, during a call, we become aware of information that is voluntarily shared or observed and appears to involve a concern related to safety or wellbeing, Positively Sage may, at its discretion, contact the Participant’s designated emergency contact (if provided), the Account Holder, or emergency services and share limited information relevant to the concern.

Positively Sage does not provide urgent or emergency response and should not be relied upon for crisis intervention or medical care.

Account Holder Access & Privacy

An Account Holder is the person who purchases and manages a Positively Sage subscription, either for themselves or on behalf of someone else. When services are purchased for another person, that person is the Participant.

Account Holders have access to:

Subscription purchases, renewals, and cancellations
Billing information, receipts, and invoices
Basic call completion information, including whether scheduled calls were completed or missed

Scheduling arrangements are managed directly between Positively Sage and the Participant. Account Holders do not receive appointment schedules, scheduling confirmations, or notifications of schedule changes.

To respect each Participant’s privacy, Account Holders do not receive access to conversation content, recordings, personal stories, or health and emotional information shared during calls, except for limited information that may be disclosed in connection with a safety concern as described in our Health & Safety Notice.

Service Refusal or Discontinuation

Positively Sage reserves the right to refuse or discontinue service due to safety concerns, inappropriate conduct—including threatening, abusive, harassing, discriminatory, or sexually inappropriate behavior—misuse of services, or repeated failure to follow our policies.

Serious misconduct may result in immediate discontinuation. For less serious concerns, we will generally provide a warning when appropriate. If service is discontinued due to serious or repeated misconduct, unused services may be nonrefundable.

If Positively Sage discontinues service for reasons unrelated to misconduct, prepaid unused services will generally be refunded.

Data Retention & Security

We retain personal data only as long as needed for service delivery, legal obligations, or operational purposes. Positively Sage uses reasonable administrative and technical safeguards.

Account Holders are responsible for protecting their account credentials.

Additional details regarding data retention and protection are outlined in our Privacy Policy.

Privacy Practices (Service-Specific)

In addition to the practices described in our Privacy Policy, Positively Sage applies the following service-specific privacy practices:

Conversations are treated as private and confidential within our organization.
My Friend Called conversations are recorded for quality assurance, training, Participant and Companion protection, and addressing service concerns or disputes.
Recordings and internal service notes are accessible only to authorized Positively Sage personnel.
We do not sell or publicly share call content, recordings, or personal stories.

Detailed information about how personal data is collected, used, stored, and protected is described in our Privacy Policy, which governs in the event of any inconsistency.

Communication Preferences

Account Holders may opt in or out of newsletters and promotional emails at any time by updating their communication preferences or contacting us.

Essential account communications, including purchase confirmations, billing notices, subscription renewals, and service-related account updates, may still be sent as part of the subscription.

Scheduling confirmations, appointment reminders, and schedule changes are communicated directly to Participants.

Disclaimer

This page explains how Positively Sage services operate. It supplements, but does not replace, our official Terms & Conditions and Privacy Policy, which govern in the event of any legal dispute.