1. Educational service
Little Steps Big Strides provides tutoring and educational support. Services are not therapy, diagnosis, clinical mental-health treatment, medical advice, legal advice or an emergency service.
2. Consultation and suitability
New families normally begin with a free consultation. A consultation does not guarantee that a place or particular session time is available. Charlotte may decline or end services where the needs fall outside the service's educational scope, safe working arrangements cannot be agreed, or the service is not an appropriate fit.
3. Prices and payment
Current prices are shown on the services page. Unless otherwise agreed, paid sessions must be paid through the secure booking or payment provider before the session. Any travel supplement for a longer journey will be agreed before booking.
4. Cancellations and changes
- More than 24 hours' notice: the session can normally be rearranged or refunded.
- Less than 24 hours' notice: the full session fee is normally payable.
- Exceptional circumstances will be considered fairly and individually.
- If Charlotte cancels, the session will be rearranged or refunded in full.
5. Late arrival and missed sessions
If a learner joins late, the session will normally end at the scheduled time. If the learner does not attend and no notice has been given, the session is treated as a late cancellation.
6. Online technical problems
Families are responsible for a suitable device, internet connection and environment. If a significant technical problem prevents a session, both parties will act reasonably to reconnect, rearrange or agree an alternative.
7. Home visits
Home sessions are subject to travel confirmation and safe working arrangements. A responsible adult must remain at the property unless a different written arrangement has been agreed following appropriate consideration. Pets and other environmental factors should be managed so the session can take place safely.
8. Block bookings
Five sessions paid in advance receive 5% off. Unless otherwise agreed, a block should be used within six months. Refunds for unused sessions will take account of any sessions already delivered and may be recalculated at the standard single-session rate.
9. Outcomes
Charlotte will provide thoughtful planning, teaching and review, but cannot guarantee a particular academic result, emotional outcome, diagnosis, placement decision or return to school.
10. Behaviour, dignity and safety
Support is intended to be respectful and low pressure. Discriminatory, threatening or unsafe behaviour by any person involved may lead to a session ending and services being reviewed. Learners will not be punished for disability-related distress; safety and appropriate support remain the priority.
11. Safeguarding and confidentiality
Information is treated sensitively, but confidentiality cannot be promised where there is a safeguarding concern, risk of serious harm or legal requirement to share information. See the safeguarding policy.
12. Complaints
Concerns should be raised promptly by emailing charlotte@littlestepsbigstrides.co.uk. Charlotte will acknowledge the complaint, consider the information fairly and aim to provide a written response within 10 working days where possible.
Last reviewed: 30 June 2026. This policy should be reviewed whenever the booking, payment or record-keeping systems change.