Cancellation & Charging Policy

We understand that sometimes circumstances change and our clients, or the person arranging their service(s), may need to cancel or reschedule their support services. We ask for suitable notice periods so that we can continue to provide high-quality tailored support to all our clients.

Our Services

All of our services when procured directly from us without a superseding contract or long-term agreement are subject to this policy. It covers our services:

• Short Breaks (Respite)
• Our Happy Place (Day Services)
• One-to-One Support
• Community Support

Notice Period

We require a minimum of twenty-eight (28) days written notice to cancel any scheduled service(s). We can accept and arrange a notice to cancel via any official communication method, including:

• Calling our main office number on 0114 376 7000
• Calling our Short Breaks service on 0114 327 1620
• Emailing us on info@sevenstepssupport.com or the specific manager handling your service on their official @sevenstepssupport.com email address
• By writing to Seven Steps Support Ltd, Unit H5, Staniforth Works, Main Street, S12 4LB

Exceptions & Mitigating Circumstances

We understand that unforeseen circumstances can arise. Each cancellation will be reviewed on a case-by-case basis, and exceptions to this policy may be considered in exceptional circumstances, such as (but not limited to):

• Sudden illness or hospitalization (supporting documentation may be required)
• Bereavement

Rescheduling

If you wish to change or reschedule a service rather than cancel please reach out to us as soon as possible so we can best work with you. Please note that this is not guaranteed as arranging our multiple tailored services and rostering our specialized staff teams is done at least one month in advance. We will always try our best to be flexible but cannot compromise on safety or quality when making changes or adjustments.

Charges for Late Cancellation

In the event that less than twenty-eight (28) days notice is provided for a cancellation, the full cost of the scheduled service will be charged. This policy is in place to cover staffing costs and operational expenses that are committed in advance to ensure quality service delivery. Where services are funded by a third-party (such as a local authority), we reserve the right to invoice the client directly for any costs that the funding body refuses to pay due to late cancellation.