Counselling - Initial Assessment

Cancellation Policy

1. Scope of Application These General Booking Terms apply to all Tier 1 (free, rent-free, full support) services provided by Guardian Light Foundation, including: Legal Aid Advice (phone consultations) Counselling Services (online via Teams, Google Meet, Zoom, or phone) Future Skills & Employment Hub sessions All other support services designated as Tier 1 By booking an appointment, you agree to these terms. 2. Booking & Confirmation 2.1 How to Book Appointments can be made by email through - counselling@guardianlightfoundation.org or online booking system through our website. All bookings will be confirmed within 24 hours via your preferred contact method (phone, email, or SMS). 2.2 Appointment Details You will receive confirmation containing: date, time, service type, practitioner name, and access details (phone number or online meeting link). Legal Aid Advice: All appointment will be conducted through phone. Counselling Services: All counselling session will be conducted through online - zoom, google meet or teams. 2.3 Urgent Cases Urgent or crisis cases may be prioritized and fast-tracked with coordinator approval. 3. Cancellation Policy 3.1 Cancellation Notice Requirement All cancellations MUST be made at least 24 hours before the scheduled appointment time. Cancellations can be made by email, or through our online booking system. 3.2 Late Cancellations Cancellations made with less than 24 hours' notice are considered late cancellations and will be recorded on your client file. Two late cancellations within a 3-month period may result in temporary restrictions on booking priority. 3.3 Emergency Circumstances We understand that genuine emergencies occur. Please contact us as soon as possible to explain the circumstances. Emergency cancellations will be assessed on a case-by-case basis and may be excused from the late cancellation policy. 4. No-Show Policy 4.1 Definition A no-show occurs when a client: Fails to attend a scheduled appointment without prior notice Does not answer phone calls for a scheduled phone consultation (after 3 attempts within 15 minutes) Does not join an online session within 15 minutes of the scheduled start time 4.2 Recording No-Shows All no-shows are recorded on your client file. No-shows are treated more seriously than late cancellations due to the impact on other clients waiting for services.

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