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FAQ

Frequently Asked Questions

Scheduling Appointments:

What is a regular or standing appointment?

Answer:

During the school term (September to June) students receiving one on one support have regular or standing appointments. This means they see a teacher on the same day and at the same time every week, excluding statutory holidays or during periods when the Centre is closed.

How long is an appointment? Generally, appointments are one hour in length. I want my two children to receive support at the Centre. Can their appointments be at the same time?

Answer:

We do everything in our power to schedule siblings’ appointments for the same time. Sometimes, siblings may start out having appointments at different times. We do our best to make changes so that their appointments are at the same time or that there is a period of overlap.

I need to change the time of the regular (standing) appointment for my child, but I want the same teacher. Is this possible?

Answer:

It depends. Most of our teachers work part time and on specific days. If you want to change your regular appointment to another day, it may be a day your child’s teacher does not work or at a time they are scheduled with another student. Though we will always do our best to accommodate your wishes, we cannot guarantee the same teacher. If you need to change
days, please let us know as far in advance as possible. We will make a note on our computerized schedule and advise you if your preferred teacher on your preferred day and time comes available.

What happens on Statutory Holidays and school holidays? Is the Centre open?

Answer:

We are closed on all Statutory Holidays. We are open during Spring Break and Teachers Conventions. We close the Saturday before Christmas and reopen the Saturday before students go back to school.

Which days are you open?

Answer:

During the school term, the Centre is open Monday through Saturday. We have some students who attend sessions during the day, although the majority come
after school and on Saturdays. Some of our teachers work with older students with appointments ending around 9:15 pm. During July and August, the Centre is open Monday
through Thursday. Most students come during the day in the summer though appointments are available into the evening.

Will my child automatically get the same regular (standing) appointment every year until we withdraw?

Answer:

It is not an automatic process. In Spring of each year, existing clients are asked if they want to reserve their regular appointment time for the next school year.
Please let us know as far in advance as possible your preferred days/times and teacher. The scheduling team does their best to schedule within your preferred parameters. If your requested spot is not available, we will make a note on our computerized schedule and advise you if your preferred teacher on your preferred day and time comes available.

Does my regular (standing) appointment during the school term continue into the summer?

Answer:

No! Regular standing appointments do not carry over into the summer. However, a summer schedule can be customized for a student around family vacations and summer camps. Students often attend appointments two or three times per week during the summer on weeks when they are not away on a vacation or enrolled in programs like day camps. During the summer, most students have appointments during the day, although evening or late afternoon appointments
are available.

How are summer appointments scheduled?

Answer:

We work with families to determine an optimal schedule at the Centre that works around their summer plans.

Appointment Cancellations:

What happens if my child is sick and I need to cancel at the last moment?

Answer:

Please let us know as soon as you can that your child is ill. A dual approach is appreciated: 1) Please email us at info@Centre4Literacy.com. 2) Leave a voice mail at 780-434-3698. We know that kids get sick, and we appreciate that you may not be able to give us 24 hours’ notice. Our Service Agreement gives you the opportunity to schedule make-up sessions when your child is ill, and you need to cancel with short notice.
If you have a child with a chronic illness, let us know. We appreciate that children with chronic health issues may need to cancel, at the last minute, more often than other students. We will work with you to develop a plan to work around cancelled appointments resulting from your child’s health issues.

Will you call me to schedule make-up appointments?

Answer:

No. It is your responsibility to contact the Centre to schedule any make-up sessions. We will provide you with up to three possible options for a make-up appointment, doing our very best to meet your needs as a family. We regret we are unable to provide you with credit for the cancelled appointments if one of the three make-up options do not work.

Sometimes my child has events that conflict with their schedule at the Centre. Can I cancel appointments where there is a conflict? Will I still be required to pay?

Answer:

If you let us know 24 hours in advance or longer, we will work with you to schedule a make-up
appointment. However, you are responsible for contacting the office to schedule make-up
appointments. Our Service Agreement stipulates that you must do that within a week of the cancelled appointment.
 

We had a family emergency and cancelled at the last minute. Can we schedule a make-up appointment?

Answer:

We do our best to be as flexible and family centered as possible. If you let us know the circumstances around the need for a last-minute cancellation, we will do our best to work with you and your family to reschedule an appointment. Our intent is to be as supportive as possible.

We typically go on holidays during Spring Break. Can I cancel these appointments without being charged?

Answer:

We are happy to cancel appointments if you are away for a family holiday if we know before we issue monthly invoices. For example, if you are taking a family holiday during Spring Break, please advise us by the third week in February before we generate invoices. If you take a last-minute holiday, i.e., after we have generated the invoice for your child, we are happy to work with you to schedule make-up sessions.

When is it best to let the office know about holidays that will impact my child’s schedule at the Centre?

Answer:

We appreciate as much notice as possible. However, we need to know about your plans before we issue invoices. That would mean five working days before the end of the month in which you plan to take a holiday.
 

I tried to contact the office to advise you that we needed to cancel because we had forgotten about an event at the school. However, the office was closed. It was on a Sunday and my child had a Monday appointment. I still advised you within 24 hours so can I schedule a make-up appointment?

Answer:

We do not count days when the Centre is closed as being part of the 24 hours’ notice period. This type of cancellation would be regarded as a short notice. Our Service Agreement enables you to schedule a make-up session up to two times per year following a short notice. If circumstances arise where you need to cancel an appointment when we are closed, please email us at info@Centre4Literacy.com. We monitor that email for notices of that nature. We also appreciate you leaving a message on our voice mail at 780-434-3698.

I slept in and missed bringing my child to an appointment. Do I still need to pay even if I called right when the appointment was scheduled to begin?

Answer:

We would consider this situation a missed appointment. We charge in full for all missed appointments.

I did not get a reminder email so I did not come to the Centre. I found out later that my child was scheduled for an appointment. Do I still need to pay?

Answer:

Payment would still be required. As a courtesy to our clients, we have enabled our cloud scheduling program to send out auto email reminders. However, depending upon the sensitivity of different email servers, the auto-reminders may go into spam or be blacklisted. We have no control over this situation.
 

Payment & Payment Options:

Where can I find my invoice? Are they mailed to us?

Answer:

They will be emailed to you

Is there a way for me to automatically pay my invoice at the Centre?

Answer:

Yes. We are set up to automatically charge your credit card. We process payments on the first of the month for that month, e.g., on October 1 for all scheduled visits and other charges in October.

I don’t want to pay by credit card, but the Service Agreement indicates that there needs to be a credit card on file. Do I have to leave you a credit card?

Answer:

We ask that you give us a valid credit card number to keep on file. There are a variety of options to pay your account. We will not charge your credit card unless
your account is in arrears.

When do I have to pay my bill?

Answer:

Invoices are due immediately upon receipt. That means they are due on the first of the month. Any accounts aged greater than two weeks (15th of the month) are considered overdue. Late fees are applied to all accounts that are not paid within 15 days of issue.

How did you figure out how much to charge as a late fee?

Answer:

We charge an amount approximately the same as firms like TELUS or EPCOR.

My child’s other parent and I co- parent. We both pay for support. Can you split our invoice and charge us both separately?

Answer:

Absolutely. We are happy to do so.

What types of payment do you accept?

Answer:

We accept Debit, Cash, Visa, MasterCard and Cheques. We are also set up to receive e-Transfers at info@Centre4Literacy.com.

Can I give you postdated cheques?

Answer:

Yes. We are happy to receive post dated cheques.

We currently ran into financial difficulties. Will you work with us to create a payment plan?

Answer:

Yes. We are most happy to work with any family that has this need.

How do you distribute receipts for clients who have set up an auto-pay program? Do you mail out receipts?

Answer:

We email you the receipts. 

I need a receipt for tax purposes. Does the Centre prepare these receipts?

Answer:

Yes. Starting in February, receipts are generated on request for all fees that have been paid (received) during the previous calendar year as long as the account is paid in full. Separate receipts are issued for each student in a family who may have received services.