Petronela’s Hope – Registered Charity No. 1207298

Charity registered: 4 March 2024

Terms & Conditions effective from: 5 October 2026

 

 

Petronela’s Hope provides a range of support services which may include domestic abuse advocacy, mentoring, practical support, consultations, interpreting, counselling/therapy referrals or funded sessions, support letters and other community support.

 

The specific service, price, number of sessions and scope of support will be confirmed with the client before or at the time of booking.

 

Petronela’s Hope is not an emergency service. If a person or child is in immediate danger, they should contact the emergency services by calling 999.

 

Advocacy and mentoring provided by Petronela’s Hope do not replace regulated legal, medical or other specialist professional advice.

 

 

All fees for paid services provided or arranged through Petronela’s Hope will be clearly confirmed with the client before payment is requested.

 

Payment should be made by bank transfer from a bank account held by the client or from an account which the client is authorised to use.

 

Clients must use the payment reference requested by Petronela’s Hope to allow the payment to be correctly identified.

 

Petronela’s Hope does not require clients to provide online banking passwords, PIN numbers or card security information.

 

Where a payment is made by bank transfer and a refund subsequently becomes due, the refund will normally be made by bank transfer back to the original payment source, where technically possible.

 

If returning funds to the original payment source is not technically possible, Petronela’s Hope will contact the client to agree an appropriate alternative method of refund.

 

Petronela’s Hope does not normally issue cash refunds.

 

Any alternative payment or refund arrangement must be expressly agreed between Petronela’s Hope and the client and must comply with applicable law.

 

Petronela’s Hope will maintain appropriate financial records and will provide an invoice or receipt where applicable.

 

Nothing in this section affects the client’s statutory rights.

 

 

Appointments will be arranged directly with the client.

 

Clients may contact Petronela’s Hope between appointments. Messages may be used for administration, safeguarding information or to identify matters to be discussed during the next session.

 

Unless specifically agreed as part of the service, payment for mentoring or a consultation does not provide unlimited case management or guarantee an immediate response to messages, emails or telephone calls.

 

Urgent safety concerns should not be communicated solely by email or messaging. In an emergency, clients should call 999 or contact the appropriate emergency service.

 

 

Clients should provide as much notice as reasonably possible when cancelling or rearranging an appointment.

 

Any specific cancellation charge, minimum notice period or rescheduling conditions applicable to a particular service will be communicated before booking and applied in accordance with applicable consumer law.

 

Where Petronela’s Hope cancels a paid appointment and a suitable alternative appointment cannot be agreed, any amount due for the unused service will be refunded.

 

 

Where a refund is due, Petronela’s Hope will process the refund without undue delay and in accordance with applicable consumer law.

 

As part of our financial controls and fraud-prevention procedures, refunds will normally be returned using the same means of payment used for the original transaction.

 

Where the original payment was made by bank transfer, the refund will normally be returned by bank transfer to the original payment source, where technically possible.

 

Where the original payment method cannot reasonably be used, Petronela’s Hope and the client may agree an appropriate alternative method.

 

A different refund method may also be used where required by law.

 

Petronela’s Hope will not charge a client a fee for receiving a statutory refund.

 

Nothing in these Terms & Conditions affects or restricts a client’s statutory rights.

 

 

Where Petronela’s Hope refers a client to an independent therapist, solicitor, counsellor or other professional, that professional may have their own terms and conditions.

 

Where applicable, Petronela’s Hope will explain whether the service is being provided directly by the charity, funded by the charity, or independently by a third-party professional.

 

Petronela’s Hope cannot guarantee the outcome of services provided independently by another professional or organisation.

 

 

Petronela’s Hope may communicate with third parties on behalf of a client where there is an appropriate basis to do so.

 

We aim to share only information that is necessary and proportionate for the relevant purpose.

 

Information sharing remains subject to applicable safeguarding, confidentiality and data-protection requirements.

 

Where appropriate, Petronela’s Hope may request the client’s consent or written authority before communicating with another organisation or professional.

 

There may be circumstances where information can or must be shared without consent, including certain safeguarding or legal situations.

 

 

Petronela’s Hope aims to provide a safe, professional and respectful service.

 

We expect clients, staff, volunteers and professionals working with Petronela’s Hope to communicate respectfully.

 

Petronela’s Hope may end or restrict a service where the working relationship has irretrievably broken down, there is threatening or abusive behaviour, a conflict of interest exists, the requested assistance falls outside our competence or capacity, or continuation would create an unacceptable safeguarding or operational risk.

 

Where a service ends, any unused prepaid amount will be dealt with fairly and in accordance with applicable law and the terms agreed with the client.

 

Ending a service does not remove any statutory rights that the client may have.

 

 

Clients have the right to raise concerns or make a complaint about our service.

 

Complaints will be handled in accordance with the Petronela’s Hope Complaints Policy.

 

Complaints can be submitted by email to:

 

 

Making a complaint will not, by itself, prevent a client from receiving appropriate support or exercising their legal rights.

 

 

Petronela’s Hope takes the confidentiality and privacy of clients seriously.

 

Personal information will be handled in accordance with our Privacy Notice, Confidentiality & Information Sharing Policy and applicable UK data-protection law.

 

Petronela’s Hope will only collect, use, retain and share personal information where there is an appropriate reason and lawful basis to do so.

 

Clients may exercise applicable data-protection rights, including requesting access to their personal information.

 

 

Petronela’s Hope is committed to safeguarding children and adults at risk.

 

Where safeguarding concerns arise, Petronela’s Hope may take appropriate action, including contacting relevant safeguarding authorities or emergency services where necessary and lawful.

 

Confidentiality cannot be guaranteed where information needs to be disclosed lawfully to protect a child, an adult at risk or another person from serious harm.

 

Further information is available in the Petronela’s Hope Safeguarding Policy.

 

 

Petronela’s Hope may update these Terms & Conditions from time to time.

 

Updated terms will apply to future services and bookings from the stated effective date.

 

The Terms & Conditions applicable to a booking will normally be those provided or made available when the relevant agreement or booking was made.

 

New Terms & Conditions will not be treated as having been retrospectively accepted for previous bookings or payments.

 

 

Petronela’s Hope

Registered Charity No. 1207298

Charity registered: 4 March 2024

Email: petronelashope@gmail.com

 

Terms & Conditions effective from: 5 October 2026