Document Ref: FE-POL-004

1.  About Us and These Terms

These Terms and Conditions (“Terms”) govern the provision of services by Family Engage UK (“we”, “us”, “our”) to service users, families, commissioning local authorities and other referring agencies (“you”). Please read these Terms carefully before engaging our services.

By signing a referral agreement, service level agreement or commissioning contract with Family Engage UK, or by making use of our services, you confirm that you accept these Terms in full.

Family Engage UK is registered in England and Wales. Registered address: [Company Address, Postcode]. Company registration number: [COMPANY-NUMBER].

2.  Our Services

Family Engage UK provides, but is not limited to, the following services:

• Supervised / supported contact sessions between children and their family members
• Supported / handover contact
• Analytical supervised family time summaries and formal session reports
• Therapeutic and therapeutic-support contact
• Risk assessments and parenting assessments relating to contact
• Training and consultancy for professionals

The precise scope of services, session frequency, duration and location will be agreed in writing at the point of referral or within an applicable service level agreement.

3.  Referrals and Commissioning

3.1  Eligibility

Referrals are accepted from local authorities, CAFCASS, the Family Court, NHS commissioners, solicitors acting in family proceedings and self-referring individuals. Family Engage UK reserves the right to decline a referral where it falls outside our service capacity, geographic coverage or where an insurmountable conflict of interest exists.

3.2  Assessment

Prior to commencement of supervised contact, we will conduct an initial risk assessment and, where required, a pre-contact planning meeting with the referring professional. All parties (including adult service users) will be required to provide identification and comply with our Safeguarding Policy (FE-POL-003).

3.3  Service Agreement

A written service agreement will be issued prior to the commencement of services. No service will commence until the service agreement (or commissioning contract) is signed by all required parties.

4.  Fees, Invoicing and Payment

4.1  Fees

Our fees are set out in the current Schedule of Fees, which forms part of each service agreement. All fees are stated exclusive of VAT where applicable. Family Engage UK reserves the right to review its fee schedule annually.

4.2  Invoicing

For private clients, payment must be received in full before services are rendered, while local authorities are required to settle invoices within 30 days of the date sent.

4.3 Late Payment

Where payment is not received by the due date, we reserve the right to:

• Charge interest at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998
• Suspend the provision of services pending receipt of overdue amounts
• Refer outstanding balances to a debt-recovery agent

4.4  Cancellations

Cancellations or postponements must be notified to Family Engage UK at least 48 hours in advance. Sessions cancelled with less than 48 hours’ notice may be charged at 50% of the session fee. Sessions where a participant fails to attend without prior notice may be charged at 100% of the session fee.

5.  Obligations of Referring Agencies and Commissioners

By commissioning our services you agree to:

• Provide accurate, complete and up-to-date information about all parties at the point of referral
• Notify Family Engage UK without delay of any changes to risk, court orders or care-plan arrangements that may affect the safety of sessions
• Ensure that all required consents (including parental responsibility holders) are obtained prior to commencement
• Comply with all reasonable requests for information necessary to enable us to deliver services safely
• Not introduce additional parties to sessions without prior written agreement

6.  Obligations of Service Users and Family Members

All adult participants in our services must:

• Treat Family Engage UK staff with respect at all times — abusive, threatening or violent behaviour will result in immediate termination of the session and may result in suspension of the service
• Arrive on time for sessions — late arrival without notice may result in the session being cancelled
• Comply with all instructions given by supervising staff in the interests of safety
• Not bring unauthorised persons to sessions
• Not bring alcohol, drugs, weapons or other prohibited items to sessions
• Behave in a manner consistent with the welfare and best interests of the child
• Not record, photograph or film sessions without the prior written consent of Family Engage UK

7.  Reports and Documentation

Family Engage UK will produce contact session reports and, where commissioned, formal analytical summaries in accordance with the service agreement. All reports:

• Reflect directly observed contact-session activity
• Are prepared and reviewed by qualified practitioners
• Remain the intellectual property of Family Engage UK until payment has been received in full
• Will be shared only with parties specified in the service agreement or as required by law

Drafts shared for factual accuracy review do not constitute the final report. Amendments are limited to factual corrections; clinical or professional judgements are made solely by Family Engage UK practitioners.

8.  Confidentiality

Information shared with Family Engage UK in the context of service delivery is treated in confidence. Confidentiality will only be overridden where:

• There is a risk to the life or safety of any person
• Disclosure is required by law or court order
• There is a safeguarding obligation under our Safeguarding Policy (FE-POL-003)

Please also refer to our Privacy Policy (FE-POL-001) for full details of how personal data is handled.

9.  Safeguarding

All services are delivered in accordance with our Safeguarding Policy (FE-POL-003). The welfare of children and adults at risk is paramount. Family Engage UK will comply with all statutory safeguarding obligations including mandatory reporting under the Female Genital Mutilation Act 2003 and the Prevent duty under the Counter-Terrorism and Security Act 2015, regardless of the wishes of any party.

10.  Limitation of Liability

To the maximum extent permitted by law, Family Engage UK’s total liability to any party for any claim arising out of or in connection with these Terms or the delivery of services shall not exceed the total fees paid by that party in the 12 months preceding the event giving rise to the claim.

We are not liable for:

• Loss of profit, revenue, goodwill or anticipated savings
• Indirect or consequential loss
• Any failure to deliver services where caused by events outside our reasonable control (force majeure)

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or any other liability that cannot lawfully be excluded.

11.  Insurance

Family Engage UK maintains appropriate professional indemnity and public liability insurance. Evidence of insurance cover is available on request.

12.  Complaints and Dispute Resolution

12.1  Complaints

We are committed to resolving complaints promptly and fairly. Complaints should be submitted in writing to: complaints@familyengage.co.uk. We will acknowledge receipt within five working days and aim to resolve complaints within 28 working days.

12.2  Escalation

Where a complaint cannot be resolved through our internal procedure, parties may seek recourse through mediation or, ultimately, through the courts of England and Wales.

13.  Termination

Either party may terminate the service agreement by giving not less than 28 days’ written notice. Family Engage UK may terminate with immediate effect where:

• There is a serious risk to the safety of staff or service users
• There has been a material breach of these Terms
• Outstanding invoices remain unpaid beyond 60 days

On termination, all outstanding fees for services already rendered become immediately payable.

14.  Governing Law

These Terms are governed by the law of England and Wales. Any disputes arising under these Terms are subject to the exclusive jurisdiction of the courts of England and Wales.

15.  Changes to These Terms

Family Engage UK reserves the right to amend these Terms. We will provide at least 28 days’ written notice of any material change. Continued use of our services after that date will constitute acceptance of the revised Terms.

16.  Entire Agreement

These Terms, together with the applicable service agreement and any incorporated schedules, constitute the entire agreement between the parties in respect of the services and supersede all prior representations, warranties and agreements.