IMPORTANT NOTICE: It is extremely important that you read this policy in its entirety. All procedures described in this policy are used daily at The Lighthouse Centre and WILL affect both you and your child’s time with us.

Introduction

Thank you for your interest in our professional services. Our goal is to provide high quality services to you and your family members, and to collaborate with other professionals. Kindly sign this form as an acknowledgment of being informed of our Policies so we can commence our services.

Accepting Set Charges

Please note that the Lighthouse Centre charges reflect the time and effort spent by our team members in planning, documenting and following-up on assessments and intervention programmes, as well as the time directly spent with the child. Our service charges are set and cannot be reconsidered. As a client, you have the right to request our latest Price List. We advise you to carefully review all charges and ask the Administration Department for clarifications if needed, before services are initiated, to avoid any misunderstandings. It is the client’s responsibility to request to review our Price List before the commencement of service.

Payment Schedule

All charges are paid in advance upon scheduling services. Payments are accepted in cash, by check, via financial payments platforms or using other major Debit and Credit Cards. In the case of using major debit or credit cards, an additional 1.5% is charged to cover bank charges. The recipient of the service agrees and acknowledges that the services provided by the Centre are not refundable except for intervention Programmes. The value of the intervention programme may be refunded within one week from the beginning of receiving the service (the start date). In this case, the customer has the right to recover the value of the remainder of the training Programme after deducting the cost of the training sessions he/she received and other administrative expenses up to the date of cancellation. All sessions are paid for up front. A late payment will result in your child being removed from the schedule. No services will be received without payment up front.

Assessment and Evaluation

Assessment and full psycho-educational evaluation charges are inclusive of a report and a feedback session.

Intervention Programmes

All intervention Programmes are prescribed in advance and have set durations and outcomes. Intervention Programmes are scheduled by the Director of intervention and can only be changed once during the duration of a Programme, if agreed upon by the Director and availability. Your child’s schedule is fixed for the duration of the Programme. No make-up sessions are given. Failure to attend sessions on a regular, bases will negatively affect the efficacy of your child’s intervention Programme.

Drop in/ Departure

It is important that children arrive on time and are collected promptly after each session from our clinics and not from the street. Parents/Guardian/Escort need to wait with the child until picked up by the specialist, and children cannot be dropped at the Main Gate or left unattended in the reception area. Please note that we do not provide supervision of the child outside the assessment and/or intervention time. Children must be collected from the Centre. Staff are not permitted to leave the Centre to take your child out to your car. Children will not be given permission to leave unless we have written permission from you allowing the child to leave the Centre alone after their session. In such a case when a parent or guardian repeatedly (more than once) fails to collect their child by closing time, the final slot om the schedule will be revoked and changed for an earlier time slot.

Discussions

Parents may take time from their child’s session to discuss related issues or recommendations with the intervention specialist but cannot exceed the session’s time because specialists usually have back-to-back work schedules. Should parents need a lengthy discussion, they need to schedule a charged parent consultation session.

Any request to admin or Director’s regarding details about your child’s Programme must be submitted in writing either via email or WhatsApp. Your request will be fulfilled as soon as physically possible. Parents are not entitled to demand immediate information or updates in person. This can and has resulted in mistakes being made as staff members are extremely busy taking care of all children and parents who attend The Lighthouse Centre.

Attendance

A child has to attend at least 90% of his/her scheduled sessions per month. Failure to do so and lack of communication means progress cannot be guaranteed and the responsible specialist will have to stop the services and notify parents. An appointment will be made, and a meeting will be held to try and distinguish the issue so the intervention can convene.

Missing Appointments & No Show

Scheduled appointments/session are entered by the Lighthouse Centre administrators on the information system and are later marked as “Completed”, “Cancelled”, or “No show.”

Cancellations must be made at least 24 hours in advance for all appointments NOT including intervention sessions since they have no make-up sessions. Failure to cancel an appointment 24 hours in advance will result in a full charge of service. Customers who repeatedly no show for appointments will not be able to book future appointments unless payment is made in advance at least 24 hours before the booking.

Appointments missed without prior notice will be charged and marked as “No show” on the system.

An individual or a guardian/parent can request a refund regarding our intervention Programmes that have to be paid upfront in advance after deducting sessions taken so far and other registration and administrative costs. Refunds are only approved if they are requested within 5 Calendar days (not 5 sessions) after the start of the intervention Programmes. After five calendar days from the start of the intervention Programmes, individuals and parents are not entitled to a refund for their intervention Programmes.

Intervention is scheduled in advance at The Lighthouse Centre, and scheduled slots cannot be given to any other child: as such, missed slots cannot be rescheduled, made up or refunded. All missed sessions, whether due to illness, emergency, travel, or otherwise, whether announced or unannounced, are counted from the total number of sessions and cannot be made up.

Resolving Conflicts

If parents are experiencing any conflicts or have any concerns regarding their child’s programme in any way, they may schedule an appointment with the Centre’s Intervention Co-Ordinator and, if not resolved, they can ask to make an appointment with the Centre’s Director of Intervention. The Lighthouse Centre Front Office Administrator will facilitate communication with the concerned member of Management, but they are not responsible to communicate on parents’ behalf to resolve any conflicts.

Temporary Suspension/Pause of Services

Parents/Guardians wishing to temporarily suspend/ pause services for any unforeseen circumstances can do so one week in advance in writing. Either by email, or via WhatsApp messaging. It must contain the start date and end date of the pause being requested. A confirmation message will be sent either by email or WhatsApp. Your child will be completely removed from the schedule from the first day of the pause. Parents must contact us 7 working days before the end of the pause date to reschedule their child back onto the Programme. Kindly note that the original times and days may no longer be available.

Suspension/Pausing of Service is granted only after written confirmation from the Lighthouse Centre Director of Intervention has given their approval.

Suspension/Pause of Service is granted for a minimum period of six weeks and a maximum period of nine weeks. Temporary Suspension of Services is not renewable and can only be granted by the Centre’s Director, based on the Individual Education Plan of the Child involved. A Temporary Suspension of Services request is only granted once per Programme and is only permitted on our Cognitive Brain Training Programme which is 72 hours long. There is no Temporary Suspension of Services for shorter intervention Programmes. The individual, parent or guardian will in some situations bear any costs imposed by our third party intervention providers in cases related to resume of intervention services if and when applicable.

The Lighthouse Centre’s Right to Refuse /Discontinue Services

The Lighthouse Centre Specialists’ interpretation, recommendations and therapies are partially based on the history and information that parents provide. If information about the child’s medical or educational history, interventions and needs are withheld, altered, or omitted, the Lighthouse Centre reserves the right to stop services. Services may also be refused or discontinued due to:

• Non-payment
• Poor attendance
• Parents/guardians using inappropriate language with Centre Staff during communications and/or threats
• Parents/guardians being uncooperative
• If the Lighthouse Centre Director feels that we cannot provide appropriate services to ensure the child’s progress
• If the Intervention Co-Ordinator or Director feel the student is non-compliant and no longer benefiting from our services