Booking, Payments & Cancellations Policy
1. Purpose of this policy
This policy explains how bookings, payments and cancellations work at Calm Pathways. It is designed to: Make expectations clear for young people, families and organisations, support fair use of our time and resources, and help us offer a reliable, person‑centred service. Please read this policy alongside our Safeguarding Policy, Professional Boundaries & Code of Conduct, and Complaints Policy.
2. Our role as a coaching service
Calm Pathways is a lifestyle coaching service. We offer gentle, person‑centred coaching to support small, meaningful changes, work alongside other services, not instead of them, and are not a mental health service, crisis service, or a replacement for statutory children’s or adults’ services. We do not provide crisis support, diagnosis or medical treatment.
3. Types of sessions and bookings
We may offer: A free 30‑minute consultation to explore whether Calm Pathways is suitable, one‑to‑one coaching sessions, and group sessions or programmes (where available). Bookings can usually be made online via our booking system, or by contacting us directly using the details on our website. We will confirm the date and time of your session, whether it is online or in person, and any other practical details you need to know.
4. Who can make a booking
Bookings may be made by young people themselves (where appropriate), parents or carers, or referring organisations or professionals. Where a young person is under 18, we may require parent/carer consent and agreement about who will be the main contact for bookings and payments.
5. Fees and payments
Details of current fees are set out on our website or confirmed in writing before sessions begin. Fees are typically payable in advance. Payment methods will be clearly explained. If a third party is funding sessions, we will agree in advance who is responsible for payment and how and when invoices will be issued and paid.
6. Late or missed payments
If payment is not received as agreed, we may send a reminder, pause further sessions until payment is made, or cancel future bookings if payment issues are not resolved. We will always aim to communicate clearly and respectfully about any payment difficulties.
7. Cancellations by you
If you need to cancel or rearrange a session, please let us know as soon as possible. More than 24 hours’ notice allows us to rearrange without a fee. Less than 24 hours’ notice or non‑attendance may result in the full session fee being charged. We may make reasonable exceptions in unexpected or emergency situations.
8. Cancellations by Calm Pathways
Sometimes we may need to cancel or rearrange a session due to illness or unforeseen circumstances. We will give as much notice as we reasonably can, offer to rearrange, and ensure that any fees already paid are either carried over or refunded if a rearrangement is not possible. We will not charge a fee where we have cancelled the session.
9. Lateness
If you are late, we will usually still end at the agreed time. If Calm Pathways is running late, we will let you know as soon as possible and offer to extend or rearrange the session if the delay is significant.
10. Ending or pausing sessions
Coaching may end or be paused when goals are met, another service is more appropriate, or attendance becomes irregular. We will aim to discuss this in advance and agree a plan for ending or pausing sessions.
11. Emergencies and crisis situations
Calm Pathways is not an emergency or crisis service. If you are in crisis or worried about immediate risk of harm, please contact the emergency services (999), your local safeguarding team, NHS 111, or your GP.
12. Questions, concerns and complaints
If you have any questions or concerns about this policy, please contact us. For complaints, please see our Complaints Policy for more information.
13. Contact details
Calm Pathways: info@thecalmpathways.co.uk. Location: Based in Derbyshire, UK. In an emergency, or if someone is at immediate risk of harm, please contact the emergency services (999) and/or your local safeguarding team. Calm Pathways is not an emergency or crisis service.