Terms and Conditions

Updated March 2022


Costs of services will be discussed between Helping Kids Shine and the potential client.  An upfront total cost and an instalment total cost can be provided, so that you are able to decide what works best for your family.  If paying by instalments, the total cost over and above the £50.00 non-refundable deposit will be payable over an extended payment period that is agreeable to both parties, but generally either 60 or 90 days in total. 

All bookings include a £50.00 non-refundable deposit.  If paying by instalments, this payment is required to confirm your booking.  Non-payment of the deposit will mean that any scheduled appointments will not go ahead.

Payments can be made directly via your emailed Invoice using Stripe (debit or credit card), over the phone, or via BACS. If you pay by BACS, please notify hello@helpingkidsshine.co.uk of the payment.

N.B. for cases instructed by Case Managers, schools or other companies, a deposit is not required, and work will be invoiced for following completion or at the end of each month if the work continues over more than 30 days.

For those who have booked a specific service/package, additional activities requested such as attendance at meetings (e.g. school reviews, safe guarding meetings, care planning meetings), reviewing updated evidence and preparing report addendums, etc. will be charged at the Helping Kids Shine hourly charge out rate.


Should you decide to cancel a scheduled appointment or intervention and no longer wish to receive services from Helping Kids Shine, your deposit will be retained to cover administration costs.  All paid fees for services not rendered over and above the £50 deposit will be refunded within 30 days.

For sessions as part of a programme: Sessions cancelled or postponed with under 24 hours’ notice will be deducted from the total number of sessions in the programme purchased.  These will only be rescheduled free of charge if over 24 hours’ notice is given. 

For individual sessions, not as part of a programme e.g. ongoing instructed work: Sessions cancelled or postponed with under 24 hours of notice will incur a charge of £95.00/hour.  The majority of booked sessions last for one hour unless otherwise discussed.  Cancellation charges will be invoiced separately and will be due for immediate payment.  These sessions will only be rescheduled free of charge if over 24 hours’ notice is given.

Please note that Tribunal bookings will need to be paid (in full) one calendar month prior to the date of the hearing.  If the hearing is subsequently cancelled, the following refunds will be made:

Cancellation 22 days or more prior to hearing = full refund

Cancellation 15-21 days prior to hearing = 80% refund

Cancellation 8-14 days prior to hearing = 50% refund

Cancellation 1-7 days prior to hearing = 30% refund

Late Payments

For anyone paying by instalments, late payments will incur a £10 Late Payment Fee if the agreed payment terms have been exceeded without written agreement.  Late Payment Fees will be invoiced separately and will be due for immediate payment.  Helping Kids Shine reserves the right to pursue late payments via a Credit Collection Agency or HMRC MoneyClaim Online, and to recoup any costs associated with taking such steps.


All additional expenses in relation to provision of the assessment, treatment or training will be agreed between the client/representative and Helping Kids Shine in advance.  Parking charges over £10 will always be invoiced on to the client and cannot always be anticipated in advance.

Obligations of both parties

It is the client’s responsibility to ensure that they are present for their session at the time and date agreed and the location specified.  24 hours of notice is required for any appointment cancellation or postponement.  Please note that if the child is too unwell to attend school, then the appointment should be cancelled.  Helping Kids Shine reserves the right to postpone appointments if a child is clearly unwell upon arrival (with cancellation fees as outlined above, plus travel charges).  No charge will be made if Helping Kids Shine is unable to provide the service due to unforeseen circumstances and sessions will be rebooked as soon as possible.

Confidentiality, Data Protection and Complaints

Helping Kids Shine is registered with the Information Commissioner and carries out all activities under the guidance of the General Data Protection Regulations 2018.  Please see the separate Privacy Information document for further information, available upon request. 


It is recognised that the Covid-19 global pandemic has affected working practices.  A risk assessment will be completed prior to any face-to-face appointments until future notice.  Should your household be shielding, have any member displaying symptoms or have been asked to self-isolate, please notify Helping Kids Shine with as much notice as possible so that your appointment can be rescheduled.  Helping Kids Shine will follow all Public Health Wales guidelines in respect of Personal Protective Equipment.