Cancellation & Refund Policy

Who This Policy Applies To

This Cancellation & Refund Policy applies to customers who:

• Request an initial discussion or assessment
• Have an assessment appointment arranged
• Have agreed a practical living support arrangement
• Wish to change or end an existing support arrangement

The policy should be read together with our Service Terms & Conditions.

Assessment Appointment Cancellation

If you are unable to attend an agreed assessment appointment, please contact TSALACH Help as soon as reasonably possible.

There is no requirement to provide a detailed explanation for cancelling an assessment appointment.

Where sufficient notice is provided, we will normally discuss an alternative appointment time where an assessment is still required.

Rescheduling an Assessment

If you need to change the date or time of an assessment, please contact us as early as possible.

We will make reasonable efforts to offer another suitable appointment time, subject to availability.

Repeated cancellations, late changes or missed appointments may affect the availability of future assessment appointments.

Any decision to arrange a further appointment will take into account the circumstances and the availability of the service.

Notice Periods

We ask customers to provide as much notice as reasonably possible when cancelling or changing an appointment or support arrangement.

Where a specific notice period has been agreed as part of an individual support arrangement, that agreed period will apply.

Cancellation of Agreed Support

Once a practical living support arrangement has been agreed, a customer may request to end or change the arrangement by contacting TSALACH Help.

The effective cancellation date will depend on the circumstances and any notice period agreed as part of the support arrangement.

Customers should not assume that simply missing a scheduled support session automatically ends an ongoing arrangement.

Where an ongoing arrangement is no longer required, the customer should contact TSALACH Help so that the arrangement can be formally discussed and ended.

Cancellation by TSALACH Help

TSALACH Help may need to cancel, postpone or end an appointment or support arrangement in circumstances where this is reasonably necessary.

This may include situations such as:

• Staff or service availability issues
• Unexpected operational circumstances
• Health or safety concerns
• The agreed support can no longer reasonably be provided
• The individual's circumstances have changed significantly
• A requested activity falls outside the agreed scope of support

Where reasonably possible, we will contact the customer promptly and discuss an alternative arrangement or appropriate next step.

Fees for Services Already Provided

Cancelling an ongoing support arrangement does not normally remove responsibility for fees relating to services that have already been provided.

Where support has already been delivered in accordance with the agreed arrangement, any applicable outstanding fees remain payable.

If there is uncertainty about an amount due following cancellation, the customer should contact TSALACH Help so that the arrangement can be reviewed.

Services That Have Not Started

If an agreed support arrangement has been cancelled before the relevant services have started, any applicable fees will be considered according to the specific arrangement that was agreed.

Where no services have been provided and no non-refundable fee or other charge has been agreed, there will normally be no service fee for support that has not started.

If an amount has already been paid directly to TSALACH Help, the treatment of that amount will depend on the agreed arrangements and the circumstances of the cancellation.

Applicable Refunds

Because services are not purchased or paid for through an online checkout, refunds are considered on the basis of the individual support arrangement rather than through an automated website refund process.

Where a refund is applicable, the amount will be considered based on:

• Whether any service has already been provided
• Whether any agreed fee relates to a service that has not started
• Any cancellation or notice terms agreed in advance
• Any specific circumstances surrounding the cancellation
• Any amount already paid directly to TSALACH Help

Where an amount is determined to be refundable, TSALACH Help will discuss the refund arrangements with the customer directly.

How Refunds Are Handled

Where a refund is agreed, it will normally be returned using the same payment method or another reasonable method agreed with the customer, where practicable.

The timing of a refund may depend on the payment method, banking processes and the circumstances of the individual arrangement.

Customers should contact TSALACH Help if they believe an amount should be refunded but have not received confirmation of the relevant arrangements.

Missed Appointments

If a customer does not attend an agreed assessment appointment and does not contact TSALACH Help, the appointment may be treated as a missed appointment.

Where no fee has been agreed for the assessment, no assessment fee will normally arise simply because an appointment was missed.

Repeated missed appointments may affect whether further appointments can be offered and may require a discussion before another appointment is arranged.

Changes in Circumstances

Customers should tell TSALACH Help if their circumstances change in a way that may affect an assessment or existing support arrangement.

This may include changes to the type of support required, availability, living arrangements or other practical circumstances.

Where appropriate, the support arrangement may be reviewed before services continue.

Residential Living Arrangements

Residential living arrangements, where applicable, are considered separately from practical living support.

Any cancellation, notice or payment terms relating specifically to a residential arrangement may be governed by separate accommodation or occupancy terms agreed with the relevant individual.

The information on this website does not create an online accommodation booking or reservation.

How to Request a Cancellation

To cancel or reschedule an assessment, or to discuss ending an existing support arrangement, please contact TSALACH Help as soon as reasonably possible.

You can contact us by telephone or email.

Questions About Cancellation or Refunds

If you are unsure whether you need to cancel, reschedule or change an existing arrangement, please contact us before taking action.

We will discuss the circumstances and explain the next steps based on the relevant assessment or support arrangement.