POLICIES & IMPORTANT INFORMATION
Booking & Confirmation
When you book a session, we'll reach out within 48 hours to confirm your appointment time, discuss any details we need to know, and answer your questions. Your session is not confirmed until we've connected directly.
How to Book: Complete our booking form, email us, fill out our contact form, or message us via your preferred method. We respond to all booking requests within 48 hours.
Cancellation & Rescheduling
Rescheduling 3+ days in advance: Free. No questions asked.
Rescheduling within 3 days: 50% fee to retain your reserved time
Cancellation within 3 days: 50%of session fee.
No-show: 100% of session fee
Exceptions: If you experience a genuine emergency (illness, family crisis, etc.), please reach out and we'll work with you on rescheduling without penalty.
Payment
Payment Methods: Credit/debit cards (Stripe), bank transfers, and checks.
Payment Timing: Payment is due at the time of booking or per your payment plan agreement.
Payment Plans: For services $100 and above, we offer 2 equal payments. First payment is due at booking, second payment 2 weeks later.
Refunds: Refunds are provided for cancellations with 3+ days notice. Cancellations within 2 days are non-refundable (50% rescheduling fee applies).
Document Review & Meeting Preparation
Document Submission: Please send documents to us at least 48 hours before your session. We need time to review carefully so we can give you our best support.
Meeting Attendance: For meeting attendance services, contact us at least 2 weeks in advance. This gives us time to prep with you and understand the context.
Our Role: We're there to support you, take notes, ask clarifying questions, and help you advocate for your child. We are not legal advocates and don't provide legal advice during meetings.
Confidentiality & Privacy
Everything you share with us is confidential and protected. We do not share information with schools, doctors, therapists, or anyone else without your written permission.
Your notes and documents are kept secure. We use encrypted email and secure file sharing when necessary.
Satisfaction Guarantee
We want you to feel confident in the support you receive. If you're not satisfied with your session for any reason, please let us know within 48 hours. We'll discuss what happened and offer options:
A follow-up conversation at no cost to address your concerns
A different approach or focus for future sessions
A full refund (if we're not a good fit)
Session Structure & What to Expect
Before Your Session: We'll confirm your appointment and ask about what you want to focus on. If it's a document review, send us documents ahead of time.
During Your Session: We'll listen, ask questions, provide clarity, and help you think through next steps. Sessions are collaborative—this is about you and your family.
After Your Session: For some services, we'll send you follow-up notes or resources. We're available for questions via email, phone, or contact form.
Important Disclaimer
Companion Support — Not Legal Advice
Guiding Hands Navigation RVA provides companion support, education, and guidance. We are not lawyers and do not provide legal advice. Nothing we share should be interpreted as legal counsel. If you need legal advocacy, we can recommend qualified advocates and attorneys in Virginia.
We do not diagnose, treat, or provide medical advice. If you have concerns about your child's health or development, please consult with your pediatrician or relevant medical professional.
Accessibility & Accommodations
We're committed to making our services accessible to all families. If you have accessibility needs (scheduling accommodations, childcare, language support, etc.), please let us know when you book and we'll do our best to accommodate you. Contact us using any method that's easiest for you.
Contact & Questions About Policies
If you have questions about any of our policies, please don't hesitate to reach out. Use any method that works best for you:
📧 info@guidinghandsnavigation.com
📞 +1 (804) 214-6692