One practitioner. A clear six-week plan for you and your child. In your own home.

The planned family booking is a six-week block, with at least one hour a week and no more than 25 hours a week. This is a permitted range, not a recommendation to use the maximum. The actual hours depend on the child’s needs, wishes, practitioner capacity and safe scope. The written booking specifies all dates and hours.

Yes. The 10% ANCHOR commission is included in the initial block price, not added afterwards. The remaining 90% is allocated to the practitioner, subject to delivery, refunds and the agreed payout schedule. At £50 an hour for one hour a week over six weeks, the block is £300: £30 commission and £270 allocated to the practitioner.

Platform bookings provide a record of the agreed service, price, practitioner, consent and payment, supporting refund requests and complaints handling. Pay only through the approved checkout when it opens. Never pay a practitioner privately for an ANCHOR booking or send card details in a message.

ANCHOR cannot reverse or refund a payment it did not process, and its contractual or insurance protections may not cover that arrangement. Contact the payment provider about payment remedies and tell ANCHOR about inappropriate off-platform requests. Safeguarding and conduct concerns can still be reported; they are not ignored because payment happened elsewhere.

Not under the standard premises-based booking. A proposed outing, transport arrangement or change of premises must be requested in writing to ANCHOR in advance and separately approved with suitable consent, risk assessment, scope and insurance. A verbal request on the day is not enough. Emergency action remains governed by safety duties.

Not yet. The website is being developed privately. Demonstration profiles, calendars and enquiries do not create paid appointments. Accounts, payment protection, insurance arrangements and access controls must be ready and tested before bookings open. Join the priority list and we confirm places in enrolment order.

Notify ANCHOR promptly with the booking reference and explain that you want to end or discuss a switch. Either party may end after session one under the planned policy. The remaining five sessions in a standard six-session block are refunded or transferred to an agreed suitable alternative. For blocks with several hours or sessions weekly, unused paid support after the first-session exit must be itemised in the final terms.

Request the change through booking management when available. The planned policy offers a free rebooking within two weeks when at least 48 hours’ notice is given. If it is not rebooked in that time, the proposed policy adds a free session to the next block. Final terms will explain options if you are not buying another block; statutory rights remain unaffected.

Late cancellation or a missed family appointment is normally chargeable under the proposed terms, with one discretionary waiver per block. Tell ANCHOR promptly about illness or exceptional circumstances for individual review. A family’s no-show must not reduce the practitioner’s reliability score.

Check the booking details and any messages, then report the no-show with the booking reference and scheduled time. Do not mark an undelivered session as completed. When the service launches, ANCHOR will check attendance before releasing disputed payment and arrange the applicable rebooking or refund. If safety is involved, use the safeguarding route immediately.

A cancelled practitioner session is rebooked without charge or refunded under the final booking terms. You should not have to buy another block to receive a remedy for undelivered practitioner support. ANCHOR will review repeated unexplained cancellations.

Yes, raise the issue promptly and describe what was not delivered or why the service may be unsuitable. Beyond the first-session exit, remedies depend on the circumstances, services supplied, agreed terms and statutory rights. Lack of a particular outcome does not automatically establish poor service, but safety or quality concerns must be reviewed.

Yes. A parent, carer or responsible adult with responsibility for the child must remain in the room throughout every trainee session. A trainee must not be left alone with the child. Full registration does not automatically authorise every care arrangement; supervision and handover requirements must still be agreed.

For a trainee on the ANCHOR-supervised route, one agreed one-hour session with your family is observed remotely by an ANCHOR Lead Practitioner Trainer. The trainee completes one observation with each of six different families, giving six observed hours overall. ANCHOR explains who will attend and why, and obtains consent before the session. A responsible adult stays in the room throughout. Observation is live, never recorded, and stops if it distresses the child.

Provide accurate information needed for safe support through the approved process, confirm authority to arrange the service, agree access and a suitable environment, and tell ANCHOR about relevant changes. Keep the responsible adult present where required. Follow agreed booking and cancellation arrangements, without being expected to take on clinical tasks or guarantee your child’s progress.

No blanket waiver is appropriate. The terms define the agreed service, premises and each person’s responsibilities; they do not excuse negligence, unsafe practice or breach of statutory rights. ANCHOR and practitioners remain accountable for their own duties. Final liability and insurance wording requires legal review before launch.

Competition and Markets Authority: fair contract terms

Use the platform’s reporting route when available, or email info@anchorinclusion.co.uk with a brief concern and reference. Do not send detailed child histories to the ordinary inbox. ANCHOR aims to respond to ordinary enquiries within one to two working days, arrange a restricted route where needed, consider evidence and give a written outcome. An independent appeal route is available for disputed decisions.

Depending on the evidence, outcomes can include clarification, service remedies, improvement actions, warnings, suspension or removal from the register. Serious concerns can trigger precautionary suspension immediately. You will receive an appropriate outcome explanation without disclosure of another person’s confidential information.

Do not wait for customer support. Call 999 for immediate danger, or contact the relevant children’s services or safeguarding professional. Tell ANCHOR through the appropriate reporting route as well. Platform messages and the general email inbox are not emergency services.

Yes. Their comfort, communication and wishes matter. A child can decline or ask for a different practitioner without being penalised for raising the concern. Pause and discuss what is making support uncomfortable. Never continue an observation simply to complete a practitioner’s assessment.