Service Policies.

LUSTER Works currently provides support through three connected areas:

Education Navigation + Advocacy

Support for understanding education and disability systems, preparing for meetings and decisions, navigating services and transitions, reviewing relevant information, and strengthening advocacy and self-advocacy.

Executive Functioning Support

Practical support for planning, organization, initiation, prioritization, time management, flexibility, self-monitoring, problem-solving, communication, follow-through, ownership, and independence.

Executive Functioning services are currently in development. Joining an interest list does not create a client relationship or guarantee service availability.

Organizational Consulting

Consultation and project-based support related to strategy, leadership, systems, capacity building, project development and implementation, partnerships, funding strategy, workforce development, and organizational sustainability.

LUSTER Works may work with individuals, students, families, caregivers, guardians, schools, teams, service providers, nonprofits, community organizations, colleges and universities, and businesses.

Important Professional Boundaries

LUSTER Works provides education, navigation, preparation, advocacy, coaching, consultation, resources, strategies, and organizational support within the scope of the purchased service.

LUSTER Works does not provide:

• legal advice or legal representation
• medical or mental-health diagnosis or treatment
• emergency or crisis services
• ongoing case management
• services that require a professional license or scope LUSTER Works does not hold

LUSTER Works does not control decisions made by schools, agencies, providers, employers, funding organizations, or other third parties and does not guarantee any particular eligibility determination, service, placement, accommodation, funding decision, meeting outcome, organizational outcome, or other result.

Final decisions remain with the individual, parent/guardian, school or provider team, organization, or other appropriate decision-maker.

The LUSTER Discovery Guide is a free website-based questionnaire that provides an informational summary and recommended next step based on the choices a visitor submits.

The Discovery Guide:

• provides informational and routing support
• may email the personalized summary to the contact information provided
• does not include substantive consultation, document review, legal advice, advocacy strategy, diagnosis, or clinical assessment
• does not create a client relationship

An optional 15-minute Quick Fit Call may be offered when automated routing is inconclusive. It is not the standard entry point.

When deeper problem-solving or individualized recommendations are needed, an appropriate paid service should be scheduled.

Clients may book an available service directly or begin with the free LUSTER Discovery Guide.

Appointments and projects are subject to availability.

Services may be provided virtually or in person depending on the service, location, client needs, and LUSTER Works' availability.

For direct in-person appointments, the location will be arranged individually after booking. LUSTER Works does not currently maintain a public office location.

When services involve a minor, the person arranging services must have appropriate authority to consent to the service or provide the necessary authorization.

Current service prices are listed on the Pricing page and confirmed before purchase or before a custom engagement begins.

Payment is due in full at the time of booking and before services begin, unless a separate written agreement states otherwise.

Packages and fixed-fee services are paid in full at purchase. LUSTER Works is not offering payment plans at this time.

When a fee can be determined at booking, including an applicable short-notice or travel fee, it is included in the amount shown before checkout. Purchased services, charges, invoices, and receipts are available through the client's portal or client workspace.

Payment may be made through available approved payment methods, including Stripe, PayPal, or Zelle.

Payments processed through third-party payment services are also subject to the terms and privacy practices of those providers.

Changes in Scope

A fixed service price covers the scope described for that service.

If additional review, meeting time, research, preparation, consultation, or project work is needed, LUSTER Works will identify the additional cost before proceeding whenever reasonably possible.

Organizational Consulting engagements that exceed a standard consultation may be provided through a customized Scope of Work.

Payments are generally non-refundable once:

• the applicable cancellation period has passed, or
• substantive professional work has begun.

Work already completed remains billable. This may include consultation, record review, research, preparation, communication, written materials, planning, or other professional time.

When a School or Provider Cancels

If a school, agency, provider, or other third party cancels or reschedules a meeting through no fault of the client, the client is not charged a cancellation penalty.

Whenever possible, the purchased meeting support will transfer to the rescheduled meeting.

If the meeting will not be rescheduled:

• professional work already completed remains earned and non-refundable; and
• 50% of the amount paid for the affected meeting-support service may be transferred as an account credit toward another appropriate LUSTER Works service.

Account credits are not cash refunds.

If LUSTER Works is unable to provide a purchased service, an appropriate refund or credit will be provided for the portion LUSTER Works is unable to deliver.

Cancellation & Rescheduling

Appointments may be cancelled or rescheduled without a cancellation fee with at least 48 hours' notice, provided substantive work related to the service has not already been completed.

Cancellations made less than 48 hours before the scheduled appointment are charged the full scheduled service fee.

Serious Emergencies

LUSTER Works understands that significant unexpected events occur, including serious illness, death, severe weather, family emergencies, and other major circumstances.

Exceptions may be made at LUSTER Works' discretion based on the circumstances.

The expectation is simple: communicate as soon as reasonably possible.

Late Arrival

Appointments begin and end at the scheduled time.

If a client arrives late, the appointment will still end at the originally scheduled time. Time cannot automatically be added because other clients, meetings, or responsibilities may follow.

A client who is more than 15 minutes late without communication may be considered a no-show.

No-Shows

A scheduled appointment missed without advance communication is considered a no-show.

No-shows are charged the full service fee and are not eligible for refunds or credits.

Repeated missed appointments, late cancellations, or failure to communicate may result in LUSTER Works declining future bookings or ending the professional relationship.

Requests requiring service with less than 48 hours' notice are considered short-notice requests.

When LUSTER Works agrees to accept the request:

Short-Notice Fee: +$150

The fee is in addition to the normal service price.

It may apply to:

• appointments scheduled within 48 hours
• expedited document review
• urgent meeting preparation
• requests to attend a meeting
• other work requiring LUSTER Works to alter its existing schedule or complete preparation in a compressed timeframe

Payment of the short-notice fee does not guarantee availability.

LUSTER Works may decline a short-notice request when sufficient preparation or scheduling is not reasonably possible.

Document review is limited to materials reasonably related to the client's current question, concern, meeting, or service.

Examples may include:

IEPs • 504 Plans • evaluations • progress information • educational records • transition documents • relevant medical or psychological reports • provider recommendations • correspondence • other directly related records

Purchased services that include document review cover up to three client-selected documents.

Current Additional Review Fee

Supplemental record review: $90 per additional document

Additional documents beyond the three included client-selected documents may be reviewed at $90 per additional document.

If a document is unusually extensive or requires work beyond the purchased service scope, LUSTER Works will discuss any additional service needs and costs before proceeding.

Document Deadline

Documents needed for preparation or review should be uploaded at least 24 hours before the scheduled review or preparation service.

Documents received later may not be reviewed before the scheduled appointment.

Late document submission does not automatically extend an appointment or meeting-preparation period.

Meeting-support services specify the preparation, document review, meeting time, and follow-up included with that service.

Because IEPs, evaluations, behavior meetings, health-plan meetings, transition meetings, and other team meetings can vary significantly in length, each Guide service includes a defined amount of meeting attendance.

Additional Meeting Time

If a client wishes to extend the scheduled meeting time and LUSTER Works is available to continue:

$45 per additional 15 minutes

Additional time is billed in 15-minute increments.

LUSTER Works will build reasonable scheduling buffers around meetings, but cannot guarantee unlimited availability beyond the time reserved.

Follow-Up

Follow-up is included when the purchased service specifically states that it is included.

A new issue, additional document review, substantial research, additional consultation, or work beyond the stated service scope may require another service or additional professional time.

LUSTER Works supports clients in:

• understanding information
• identifying questions and priorities
• preparing for meetings
• communicating concerns
• participating effectively in planning and decision-making
• developing advocacy and self-advocacy skills

LUSTER Works does not independently contact, coordinate with, interview, seek information from, or communicate on behalf of clients with school personnel, healthcare providers, therapists, case managers, agencies, employers, or other third parties.

The client remains the primary point of contact.

When LUSTER Works is attending a school, agency, provider, or organizational meeting, the client is responsible for:

• informing the host that LUSTER Works will attend
• identifying LUSTER Works' role or relationship to the client when requested
• indicating whether attendance will be virtual or in person
• providing any required authorization
• ensuring that LUSTER Works receives the meeting invitation, location, building-access information, virtual meeting link, or other necessary participation information

LUSTER Works will provide appropriate professional contact information when requested.

If LUSTER Works cannot access a meeting because the client did not provide the necessary notification, authorization, invitation, or access information, the scheduled service remains billable.

If access is denied or the meeting is cancelled by the school/provider through no fault of the client, the school/provider cancellation policy applies.

LUSTER Works uses email and the secure client portal for client communication.

LUSTER Works does not provide emergency response by email, text, phone, or portal message.

Standard Response Time

Clients should generally expect a response within 2 to 5 business days, unless a purchased service specifically includes a different response expectation.

Brief administrative communication related to an active service is welcome.

Examples include:

• confirming receipt of a document
• appointment scheduling
• providing a meeting link
• answering a brief logistical question

Questions requiring substantive analysis, research, recommendations, document review, planning, or consultation may require a paid service or may be counted toward a service that specifically includes between-session support.

Virtual services and in-person services within Milwaukee County do not have an additional travel fee.

For in-person services outside Milwaukee County:

$35 per 15-mile / approximately 15-minute increment, one way

Travel is calculated using the standard Google Maps route beginning at the nearest Milwaukee County boundary and continuing to the destination.

The travel fee accounts for the additional time and travel required for the in-person service. Ordinary parking and toll costs are included.

Clients may choose virtual participation when appropriate to avoid travel charges.

LUSTER Works may receive sensitive educational, disability-related, personal, medical, psychological, employment, organizational, or other information in the course of providing services.

Client documents, appointment information, shared resources, service notes, forms, and related records are managed through a private, access-controlled client workspace within LUSTER Works' Google-based client-management system.

Secure Document Handling

Clients should use the designated secure client workspace to upload sensitive documents whenever possible.

Sensitive records should not be sent by text message or through public website forms.

Ordinary email may be used for routine communication, but the secure client workspace is the preferred location for confidential documents and records.

Access to client information is limited to LUSTER Works and the client unless:

• the client authorizes information to be shared with another person or organization;
• sharing is reasonably necessary to deliver an agreed-upon service and appropriate authorization has been provided; or
• disclosure is otherwise required by law.

Clients are responsible for ensuring they have the right or authority to provide documents and information submitted to LUSTER Works.

LUSTER Works uses reasonable administrative and technical safeguards to protect client information. However, no electronic storage or communication system can be guaranteed to be completely secure.

Clients should maintain their own copies of important educational, medical, financial, organizational, or other records.

Recordings

LUSTER Works may use recording during a direct client meeting to support accurate note-taking or documentation only when the client has been informed and has consented.

LUSTER Works does not record school, provider, agency, or other third-party meetings as part of its standard services.

Clients may access materials made available to them through the client portal while their account remains active.

Records may be maintained for a reasonable period based on service needs, business requirements, insurance requirements, applicable law, and the capabilities of the client-management platform.

LUSTER Works does not guarantee permanent storage of client records. Clients should download and retain copies of materials they wish to keep.

Any more specific records-retention requirement included in a Client Service Agreement or privacy notice will control.

Organizational Consulting may include assessment, strategy, facilitation, training, systems development, leadership support, program or project development, implementation, evaluation, partnerships, funding strategy, workforce development, or related organizational work.

A standard consultation may be booked at the published price.

Larger engagements may require a written proposal or Scope of Work outlining:

• objectives
• deliverables
• anticipated timeline
• responsibilities
• meetings or facilitation
• fees
• expenses
• payment schedule, if different from standard booking
• changes in scope

Work outside an agreed Scope of Work requires mutual agreement and may result in additional fees.

LUSTER Works provides organizational consultation and capacity-building support. It does not represent itself as an organizational psychology practice, clinical provider, law firm, accounting firm, or human-resources compliance firm.

LUSTER Works may invite people to express interest in services or community offerings that are still in development, including:

• Executive Functioning Support
• Education & Advocacy connection groups
• Executive Function & Independence groups
• Organizational & Leadership groups
• resources and connection opportunities
• office hours, learning opportunities, or events

Submitting an interest form:

• does not create a client relationship
• does not enroll the person in a program
• does not guarantee that a service or group will launch
• does not guarantee availability or space
• does not require payment

If a future service or LUSTER Connections offering launches, participants will receive information about its structure, price, privacy practices, and applicable terms before enrolling.

LUSTER Works may decline or discontinue services when an actual or potential conflict of interest could interfere with providing appropriate, objective support.

Nicolet Union High School District

Due to an existing relationship that may create an actual or perceived conflict of interest, LUSTER Works does not provide Educational Services for individuals who currently attend Nicolet Union High School District.

This restriction applies to educational advocacy and related Educational Services and remains in effect through June 30, 2033.

When this conflict applies, LUSTER Works ends the Educational Services intake process before payment is collected. When appropriate, LUSTER Works may help identify other services or resources that may support the individual or family.

When another conflict becomes apparent after services have begun, LUSTER Works will communicate with the client and determine an appropriate next step.

LUSTER Works expects communication to be honest, respectful, and reasonably timely.

LUSTER Works may decline future services or end a professional relationship because of circumstances including:

• repeated no-shows or late cancellations
• repeated failure to communicate
• nonpayment
• abusive, threatening, discriminatory, harassing, or otherwise inappropriate behavior
• requests outside LUSTER Works' professional scope
• requests to act dishonestly, unethically, or misrepresent information
• an unresolved conflict of interest
• circumstances that prevent a productive professional relationship

Serious conduct does not require repeated warnings before LUSTER Works may discontinue services.

LUSTER Works does not provide emergency or crisis services.

If immediate health, safety, mental-health, legal, or other crisis assistance is needed, clients should contact an appropriate emergency, medical, mental-health, legal, crisis, or public-safety resource.

Email, portal messages, the LUSTER Discovery Guide, and scheduled LUSTER Works services should not be used for emergency response.