Payment
Payment is required upfront before visits begin. This applies to all packages. The initial home visit is free and not chargeable.
Unused hours
If you do not use all your hours in a given week, they carry over for up to three months. After that they expire.
Cancelling or pausing a visit
I ask for 48 hours notice if you need to cancel or pause a visit. Sessions cancelled with less than 48 hours notice are not carried over and cannot be refunded.
If I ever need to cancel a visit with less than 24 hours notice, which I will do my best to avoid, that session will be credited to you in full.
Out of hours and emergency visits
Visits outside of standard Monday to Friday hours are charged at the following rates: Monday to Friday after 6pm at £35 per hour, Saturday mornings up to 1pm at £30 per hour, and Saturday afternoons, Sundays and bank holidays at £35 per hour by prior arrangement for emergencies only.
For same day or very short notice emergency support, an additional call out fee of £25 applies on top of the hourly rate.
Ending the arrangement
Either of us can end the arrangement with one week’s notice. Any unused prepaid hours within the three month carry over window will be refunded.
Questions
If anything here is unclear or you would like to talk it through before committing, just get in touch. I would rather have the conversation upfront than have any awkwardness later.