1. Payment Terms & Referral Fees
Advance Payment: To secure any booked family time session or community handovers, full payment must be received via bank transfer at least 48 hours prior to the arranged start time.
Referral Fees: All private self-referrals are subject to a non-refundable referral fee, which must be received before parent contact arrangement meetings are carried out.
Professional Referrals: Local Authority and Solicitor-funded sessions will be invoiced in accordance with agreed processes or spot-purchase rates, subject to standard 30-day payment terms unless otherwise specified.
2. Cancellation & Postponement Policy
We operate a strict cancellation policy to ensure fairness to our supervisors and the continuity of care for the children we support.
Over 48 Hours Notice: Sessions cancelled or rescheduled with more than 48 hours’ notice will incur no charge, and any pre-paid fees will be credited toward your next session or refunded.
Less than 48 Hours’ Notice: Cancellations made within 48 hours of the arranged session time are non-refundable and remain payable in full to cover staff scheduling and administration costs.
Emergency Exceptions: Cancellations due to acute medical emergencies will be reviewed on a case-by-case basis at the Company’s discretion.
3. Late Arrival & Attendance Framework
Staggered Arrival Compliance: To strictly respect non-molestation orders and eliminate parental friction, parties must adhere exactly to their agreed, staggered arrival and departure times (typically 15 minutes apart).
The 15-Minute Waiting Rule: If the visiting parent is delayed, the supervisor will remain with the child at the neutral venue for a maximum of 15 minutes past the agreed start time. If the parent does not arrive or contact the supervisor within this window, the session will be terminated as a “No-Show.”
Fees for Delayed Sessions: Cancelled sessions or late arrivals remain fully payable. Lost time cannot be added to the end of a session, as our supervisors operate on strict regional scheduling.