Terms of service

These are the everyday terms that apply to supervised contact, supported contact, handovers and transport provided by Bringing Families Together Ltd. They are written to be read before anything is agreed, so there are no surprises later.

This page is a plain-language summary. The terms that actually apply are the written terms and conditions of service you are asked to sign before the first session, together with the client service agreement covering your own arrangement. Where anything on this page differs from those signed documents, the signed documents apply. Both are available on request.

Agreeing the work

Before the first session, the level of supervision, the venue, the times, the cost and the level of recording are agreed in writing with you and with any referrer. Nothing starts until that is settled and everyone involved has the same understanding of it.

Cost and payment

Costs are confirmed in writing before anything begins, and are not changed part way through an arrangement without notice and agreement. Invoices are payable by BACS within 7 days of the invoice date, and where a local authority or solicitor is funding the work, invoices are sent to them directly. Travel beyond the agreed area, waiting time and written reports may be charged separately, and any such charge is set out before it is incurred. Where fees remain unpaid, services may be suspended until payment is received.

Cancelling a session

Plans change. Where you know in advance that a session cannot go ahead, as much notice as possible is appreciated, and at least 48 hours means the time can usually be offered to another family. A session cancelled with less than 48 hours' notice may be charged in full, because the time and the travel have already been committed, and non-attendance without notice is charged in full.

If a session has to be cancelled at this end, you will be told as soon as possible, no charge is made, and an alternative time is offered.

Late arrival and no-shows

Sessions start and finish at the agreed times, so that a child is not left waiting and so the next family is not affected. Where a parent arrives late, the session still ends at the planned time. Where a parent has not arrived within 30 minutes and there has been no contact, the session is recorded as not having taken place, and is charged. Repeated no-shows are unsettling for a child, and will be raised with you and with any referrer before the arrangement continues.

Weather, roads and things outside anyone's control

This is the Highlands, and roads close. Where weather, a road closure, a vehicle breakdown or another matter genuinely outside anyone's control prevents a session or a journey, no cancellation charge is made and an alternative is arranged as soon as possible. Safety on the road comes before keeping to a plan, and that judgement will always be made on the side of caution.

Records and reports

What will be written, who will see it and when it will arrive is agreed before the first session. Records are factual accounts of what was seen and heard, not opinions about who is right. Written reports, including reports prepared for court, are produced to the timescale agreed at the outset, and are shared with those agreed in advance, or where the law requires it. How records are stored and shared is set out in the confidentiality and GDPR policy.

Conduct during sessions

Sessions are for the child. Anything that puts a child at risk, breaches a court or local authority condition, or makes the session unsafe will bring it to an end, and will be recorded and reported. Arriving under the influence of alcohol or drugs, and abusive or threatening behaviour towards anyone present, will end a session immediately. This is set out more fully in the safeguarding policy.

Photographs, recording and social media

Photographs and video during a session are only taken where this has been agreed in advance and is permitted by any court or local authority condition. Recording a session covertly is not permitted. Nothing from a session, including photographs, should be posted on social media where it identifies a child, and doing so may end the arrangement.

Ending an arrangement

You may end an arrangement at any time, and reasonable notice is appreciated so that the change can be explained to your child properly. An arrangement may also be ended at this end where it is no longer safe or appropriate to continue, where conduct during sessions makes the work untenable, or where agreed invoices go unpaid. Where a referrer or a court is involved, they will be informed, and a child is never simply left without explanation.

Insurance and status

Bringing Families Together Ltd is an independent provider, registered in Scotland, company number SC886103. Insurance cover and PVG scheme membership are held and evidence is available on request.

If something goes wrong

Please raise it, and as early as possible. Most things are resolved with a conversation. The full process, including timescales, is set out in the complaints procedure.

Reviewing these terms

These terms are reviewed annually, and sooner where the service changes or legislation requires it. They were last reviewed in August 2026. Existing arrangements are not changed part way through without notice.

Questions

If anything here is unclear, please ask before you agree to anything. Contact Aimee on 07934 756 311 or at aimee@bringingfamiliestogether.co.uk.