Terms of service.
Terms and Conditions - Updated January 2023
Our Terms and conditions are listed below, however if you have any other queries, please feel free to get in touch with us.
Legislation:
C4F is established as a community interest company. C4F is required to abide by certain UK, European Union and international Legislation. C4F are required to comply with:
1. The data protection act 2018 including GDPR.
2. The data protection order 2000 (Sensitive and personal data)
3. The copyright, designs and patents act 1988
4. The computer misuse act 1990
5. The Health and Safety work act 1974
6. Human rights act 1998
7. Freedom of information act 2000
Supervisor Obligation:
The word “Supervisor” refers to those providing a service within C4F where they are either supervising or supporting a client’s contact session. All Supervisors have an enhanced DBS Check and hold a variety of qualifications to support their role at C4F. NACCC provide online co-ordinator training which is available to all staff including a range of online courses.
Any information shared by parents/carers with the supervisor and C4F is treated confidential, unless a safeguarding concern is disclosed. Client details will not be passed on to other parties unless specifically requested. E.g. forwarding reports to other professionals.
C4F will endeavour to provide the same supervisor to the family particularly with supervised contact however with supported contact this maybe a different supervisor each session.
If a safeguarding concern is raised, all supervisors have a duty of care to report this externally if appropriate.
All paperwork and reports are secured and stored by C4F.
Resident and Non-Resident will be required to sign C4F ground rules.
C4F’s role is to facilitate contact between parent and child/ren. We are a non-biased service and do not offer mediation services. Please do not make requests for C4F to make calls/ send emails on behalf of either party.
Visitation times:
Visiting parent must arrive 15 minutes prior to the session starting. Please be aware if there is no contact advising lateness and the child/ren arrives with no visiting parent in the centre, contact will be cancelled by C4F.
Visiting parent must wait 15 minutes after the child/ren leave the centre.
We ask you to be respectful of other parent’s time and ensure the room is returned to original state by the end of your session.
Conduct towards Staff:
Any person displaying violence, bad language, intimidation or aggression inside or directly outside of the contact centre will automatically lose their place at the centre.
Devices:
Videoing is not allowed on our premises. Photographs are only permitted in the presence of and permission of staff and if agreed by the resident parent. For Child protection and safeguarding reasons no photographs of other children, adults and staff should be taken whilst at the centre. Adding photographs on social media platforms are strictly forbidden and should C4F be advised of this. Parents will be asked to hand mobile phones into the office.
Prices:
All prices are available upon request detailing the services provided by C4F.
Payment Terms:
Payment is required to be made online from an invoice from C4F. All fees must be paid and reach our account 48 hours prior to contact. The latest 4pm day before contact. If payment is not reached contact will be cancelled.
C4F uses a third-party payment platform called Scopay to process credit and debit card transactions on site.
If you process and online transaction you are responsible for verifying that the transaction was successfully processed. You must not process stolen cards or unauthorised cards to pay for C4F services.
Cancellations:
We recognise that things happen which can prevent contact taking place. However, it is also the case that the centre incurs costs by offering or planning to offer a service. With this in mind, we will offer a full refund where we are informed about the need to cancel a session, no less than 48 hours prior to the planned session taking place.
Supervised contact reports:
For our Supervised sessions a report is provided. Unless there is a factual error these reports can not be edited after they have been shared with parents/carers or other professional.
C4F have 2 working days to complete and send reports out.
Supported Contact:
There are no written reports for supported contact. Any safeguarding concerns will be reported and documented.
Outreach contact:
This is to be agreed by both parties. C4F expect a minimum of 48 hours’ notice prior to the session of the plans for the session. Please note moving to outreach sessions does not automatically mean you will have a room available for you at the centre. If you require a room at the centre this will need to be booked. Transporting the children via C4F vehicle or Non-Resident parent need to be agreed prior to contact.
Virtual calls:
Upon agreement of a virtual call by both parties it must be understood that if parties are not in C4F building they need to be mindful that C4F cannot control if resident parent is in the same room as the child/ren and if they chose not to be at home during the allotted time for the virtual.
Handovers:
This is to be agreed by both parties an agreed time for Handovers within C4F working hours. Both parties are to sign a handover agreement. It is advised at this stage parents use APPCLOSE www.appclose.com to communicate regarding the children.
Complaints:
If you are unhappy with the services at C4F please contact the centre manager directly who will do her best to resolve any issues.
Please report the complaint to info@c4f.co.uk.
Refunds:
Unfortunately, we are unable to offer refunds for services inside 48 hours’ notice due to the preparation and time that goes into planning each session. A refund will only be granted in exceptional circumstances.
General:
Further policies and procedures of C4F can be found on our website or sent as a PDF document on request.
C4F also offer Advocacy work , Caring dads programme, Family links, Appropriate adult, Staff are also trained to facilitate Drugs and Alcohol testing.
(These are at an additional fee)