Policy and Procedures

  • NVR Restoring Balance is committed to protecting your privacy and handling your personal information with care.
    This Privacy Policy explains what information we collect, how we use it, and how we keep it safe.
    1) What information we collect
    We may collect the following information when you contact us, book a session, or attend training:
    Your name
    Email address
    Phone number (if provided)
    Details you choose to share in your enquiry form
    Booking and payment information (if you book online)
    Notes taken during sessions (where relevant)
    You only need to share what you feel comfortable sharing.
    2) Why we collect this information
    We use your information to:
    Respond to enquiries
    Arrange and deliver sessions or training
    Provide a supportive service tailored to your needs
    Send booking confirmations and relevant service information
    Keep appropriate records of our work together
    We only use your information for the purpose it was collected.
    3) Lawful basis for processing your data
    Under UK GDPR, the lawful basis we rely on may include:
    Consent (when you choose to contact us or engage with support)
    Contract (to deliver booked sessions or training)
    Legitimate interests (to respond to enquiries and provide a professional service)
    4) How your data is stored
    Your information is stored securely and only accessed when needed.
    We take reasonable steps to keep personal data safe, including secure storage of digital records and careful handling of any written notes.
    5) Who we share your information with
    We do not sell or share your information with third parties.
    However, there are rare situations where information may need to be shared for safeguarding reasons (see below).
    6) Safeguarding and confidentiality
    Your privacy and trust matter. What you share is treated with respect and confidentiality.
    If we believe a child or adult may be at risk of significant harm, we may need to share information with the relevant services, such as:
    Local Authority Children’s Services
    The Police
    Emergency services
    Where it is safe to do so, we will always aim to speak with you first.
    7) How long we keep your information
    We keep personal information only for as long as needed to provide support and maintain appropriate records.
    You can request more details about retention at any time.
    8) Your rights
    Under UK GDPR you have the right to:
    Ask what personal information we hold about you
    Request corrections to your information
    Request that your information is deleted (where appropriate)
    Withdraw consent
    Raise a concern if you believe your data has not been handled properly
    To request any of the above, you can contact us using the details below.
    9) Contact details
    If you have any questions about this Privacy Policy or how your data is handled, please contact:
    NVR Restoring Balance

  • NVR Restoring Balance is committed to safeguarding and promoting the welfare of children and young people.
    We recognise that safeguarding is everyone’s responsibility, and we aim to provide safe, respectful and supportive services for parents/carers, professionals and families.
    1. Our commitment
    We will:
    Work in a trauma-informed, respectful, non-judgemental manner
    Encourage safety and wellbeing for children and families
    Take any safeguarding concerns seriously
    Act in line with UK safeguarding responsibilities
    2. Scope
    This policy applies to:
    1-1 parent/carer support sessions
    Online support sessions
    Training sessions and workshops
    Any communication via email, forms or social media
    3. Recognising safeguarding concerns
    A safeguarding concern may include:
    Physical, emotional or sexual abuse
    Neglect
    Domestic abuse
    Serious mental health concerns that impact parenting or child safety
    Child criminal or sexual exploitation
    Threats of harm to self or others
    Unsafe home environment
    4. What we will do if we have a concern
    If a safeguarding concern is identified, we may:
    Encourage you to seek appropriate support
    Advise you to contact relevant services
    Make a referral or contact safeguarding services where needed
    Share information with appropriate agencies if we believe a child is at risk
    Where possible, we will discuss this with you first.
    However, we may act without consent if we believe:
    A child is at immediate risk
    Sharing information is necessary to protect someone from harm
    5. Record keeping
    Safeguarding concerns may be recorded securely, including:
    Date, time and description of concern
    Actions taken
    Any referrals made
    6. Emergencies
    If you believe a child is in immediate danger, call:
    📞 999 (Emergency)
    📞 101 (Non-emergency police)

  • NVR Restoring Balance aims to provide a supportive, respectful and professional service.
    If something hasn’t felt right, we welcome feedback and will respond fairly and calmly.
    1. How to raise a complaint
    You can raise a complaint by emailing:
    📩 [ADD YOUR EMAIL]
    Please include:
    Your name
    Date of session (if relevant)
    A brief description of your concern
    What you would like to happen next
    2. What happens next
    We will:
    Acknowledge your complaint within 5 working days
    Respond fully within 14 working days where possible
    Treat your complaint respectfully and confidentially
    If more time is needed, we will let you know.
    3. Outcomes
    Possible outcomes may include:
    An apology
    Clarification or explanation
    Agreement of next steps
    A service adjustment where appropriate
    Signposting to an alternative service if needed
    4. Respectful communication
    We are committed to non-violent, respectful communication.
    Aggressive, abusive or threatening communication may lead to services being paused or ended.

  • NVR Restoring Balance understands that plans can change. This policy explains cancellations, missed sessions, and refunds.
    1. Free 30-minute call
    If you book a free introductory call and need to cancel, please give as much notice as possible.
    2. 1-1 Sessions (paid)
    If you need to cancel or rearrange:
    ✅ 48+ hours’ notice: no charge / reschedule available
    ✅ 24–48 hours’ notice: reschedule offered where possible
    ❌ Less than 24 hours: session is usually charged in full
    ❌ No-show (missed session): charged in full
    3. Courses / training sessions
    For workshops or training:
    ✅ 7+ days’ notice: full refund or transfer
    ✅ 3–7 days’ notice: refund minus any booking/admin fees
    ❌ Less than 72 hours: no refund (unless exceptional circumstances)
    4. Exceptional circumstances
    We understand emergencies happen. Please contact us and we will respond fairly and compassionately.
    5. How refunds are processed
    Refunds are returned to the original payment method where possible.
    Processing time depends on your payment provider.

  • NVR Restoring Balance offers a confidential space where parents and carers can talk openly and safely.
    1. Confidentiality commitment
    Information shared in sessions is treated as confidential and is not shared outside of NVR Restoring Balance.
    2. Limits to confidentiality
    Confidentiality may be broken if:
    A child or vulnerable person is at risk of harm
    There is a risk of serious harm to you or another person
    We are required by law or court order
    There is disclosure of serious criminal activity
    We will aim to discuss any concerns with you first unless doing so increases risk.
    3. Notes and record keeping
    Session notes may be kept where relevant and will be:
    Minimal and necessary
    Stored securely
    Not shared without your consent (except safeguarding/legal obligations)

  • Terms and Conditions
    These Terms and Conditions apply to services provided by NVR Restoring Balance, including parent support sessions, training, and contact through our website.
    By booking a session or submitting an enquiry, you agree to the terms below.
    1. Services offered
    NVR Restoring Balance provides:
    NVR-informed parenting support
    Coaching-style sessions
    Training and guidance for parents/carers and professionals
    We do not provide emergency services, crisis response, or statutory safeguarding investigations.
    2. Not medical or legal advice
    Support provided is educational and therapeutic-informed.
    It is not a replacement for medical advice, legal advice, or formal mental health treatment.
    If you are in crisis or require urgent mental health support, please contact your GP, NHS 111, or emergency services.
    3. Bookings and payments
    Sessions must be booked in advance
    Payment is required before the session unless agreed otherwise
    Bookings may be managed through an online booking system
    4. Participation
    Clients agree to engage respectfully.
    We reserve the right to pause or stop sessions if communication becomes abusive or unsafe.
    5. Cancellation policy
    Please refer to our Cancellation and Refund Policy.
    6. Confidentiality
    Please refer to our Confidentiality Policy.
    7. Data protection
    We follow UK GDPR and handle personal data securely.
    Please refer to our Privacy Policy for full details.
    8. Intellectual property
    All website content, resources and written materials remain the property of NVR Restoring Balance and may not be copied or distributed without permission.
    9. Changes to these terms
    We may update these terms from time to time. The most recent version will always be available on the website.