FAQ

When will I be charged?

You will be charged at the time of booking. Your payment will be released to the coach/consultant after the lesson has been completed.

What currency will I be charged in?

All transactions charged are in USD. You may be assessed an international transaction fee by your credit card provider. Payments will appear on your credit card billing statement in your local currency.

What if I can no longer attend my virtual session? What is your cancellation policy?

You have up until 24 hours prior to your session to cancel and be refunded in full. If you cancel with less than 24 hours notice, you will not be refunded. Please keep in mind that CWBLive connects you with the top coaches and consultants from around the world. If you think you will be unavailable, please consider the cancellation policy before booking a session.

If I experience a technical issue, who should I contact?

Please contact live@cwblabs.com for any questions regarding your payment or the booking platform.

I experienced technical difficulties during my lesson, how can I request a refund?

Please send a detailed account of your technical difficulties to live@cwblabs.com. Please include your name, the date/time of your session as well as the name of the coach/consultant. Refund requests will be responded to within 10 business days.

How can I book a lesson if I don’t have a credit card?

At this time a credit card is required for all bookings.

How do I cancel my session?

To cancel your session, please go to your email or text confirmation and click the link to cancel your session. You can also cancel an upcoming session from your dashboard by logging in with your email/password. Keep in mind there is a 24 hour cancellation policy.

How do I reschedule my session?

To rescheduled your session, please go to your email confirmation and click the link to reschedule your session, or login to your dashboard.

What happens if my coach/consultant cancels the session?

In the rare circumstance that a session must be cancelled because the coach/consultant is no longer available, you will receive a 100% refund to your credit card. Please allow 7-10 business days for this refund to appear on your credit statement.

How does the virtual session take place?

All virtual coaching and consultations take place over Zoom. We recommend updating your Zoom app regularly on your phone, tablet or computer to ensure the smoothest experience. If you do not have a Zoom account already, you can create a free account here: https://zoom.us/signup

Do I need to have a paid Zoom account to attend a session over 40 minutes in length?

No. You do not need a paid Zoom account to attend any session on CWBLive.

How do I prepare for my virtual session?

We recommend the following for a smooth running virtual session:

  • Update your Zoom app regularly
  • Login about 5 minutes before your session to make sure everything is working. You will be placed into the coaches/consultants waiting room.
  • Position yourself close to your WiFi router for a strong signal during the session.
  • Avoid streaming or other activities that use a lot of internet bandwidth during your Zoom session. These activities can weaken your signal and video/audio quality.

Do I use my Casting Workbook ID number and password to login to CWBLabs?

No. At this time CWBLabs requires a separate email/password login. You can Create an Account during your first booking. If you want to login to your reservation dashboard you can do so here: https://customerlogin.cwbconnect.com/.

How do I reset my CWBLive Password?

If you have forgotten or need to reset your CWBLive password, please click here: https://customerlogin.cwbconnect.com/.

How old do I need to be to enrol in a session on CWBLive?

Students/customers must be at least 18 years of age (or the legal age of majority in your country) to create an account on CWBLive and use the services. If you are younger than 18 or the legal age, your parent or guardian may open an account and help you enroll in sessions that are appropriate for you. If we discover that you have created an account that violates these rules, we will terminate your account. You may be requested to verify your identity before you are authorized to submit a session on CWBLive.

How can I file a complaint regarding my session with a coach/consultant?

To file a complaint regarding your session, please confidentially email feedback@cwblabs.com. Please include a detailed description of what happened, and we will respond within 5 business days. Casting Workbook respects your privacy, and will only share your information, with your permission, to gather response and comments from the respondent. Casting Workbook reserves the right to dismiss any coach/consultant from the platform for violation of our Code of Conduct and Anti-Harassment policies.

What is the screening process for coaches/consultants on CWBLive?

All of of the CWBLive coaches and consultants have been recommended by a vast network of trusted industry professionals, including casting directors and agents. All coaches and consultants are held to the highest standards of our Code of Conduct and Anti-Harassment policies.