Terms and conditions

We will always do our best to meet your expectations and fulfil your needs, but it is important to have things written down. We will provide you with information about our terms and conditions before starting any work . This includes costings, services, payment methods, when payment is required, and what happens if work is cancelled by either party.

What we expect from you

We expect that if you enter into any agreements with us, on behalf of yourself, your student, your client or your organisation, then you have the authority. You will give us the required information to provide the most appropriate service. In most cases we would expect for you to complete a referral form prior to an initial meeting. For circumstances where an initial discussion is not necessary we would expect you to provide us with enough information for us to give you accurate information, including a quotation.

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What you can expect from us

We agree to provide you with realistic expectations of what can be achieved with our input. Usually following an initial discussion we will provide you with clear costings for any services we recommend. As a service we work inline with the HCPC Standards of conduct, performance and ethics. You can expect us to:

• Communicate appropriately and effectively
• Promote and protect the interests of service users, parents and carers
• Work within the limits of our knowledge and skills
• Respect confidentiality
• Delegate appropriately
• Manage risk
• Be open when things go wrong
• Report concerns about safety
• Keep records of our work
• Be honest and trustworthy

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Consent

We need consent to work with children and young people. We understand the importance of informed consent and make sure to obtain it prior to starting work.

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Confidentiality

Our education and health professionals:

• Understand the importance of and are able to maintain confidentiality
• Respect the confidentiality of those we work with
• Are aware of the limits of the concept of confidentiality
• Are able to recognise and respond appropriately to situations where it is necessary to share information to safeguard service users or the wider public
• Understand the principles of information governance and are aware of the safe and effective use of health, social care and other relevant information

More information can be found on our confidentiality page.

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Quotes

We will send you a quote via email which will itemise the costings for the services requested. Work will not be started until a quote has been accepted.

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Payment

We will request a purchase order or email from organisations to confirm acceptance of a quote. Payment is requested at the end of the calendar month by invoice. Payment is accepted by electronic transfer or cheque.

We reserve the right to charge interest on all overdue debts. The interest we will charge is 8% plus the Bank of England base rate.

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Invoices

Invoices are issued electronically. Our payment terms are upon receipt of invoice, and this is agreed when the quote is accepted. It is important as a service that invoices are paid promptly.

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Cancellation

If you cancel a session less than 24 hours prior to the appointment, then 100% of the total cost will be charged.

If we cancel a session at any time prior to the appointment then we would refund 100% of any amount paid.

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Reports

We charge for reports. Costs for reports may be included in a quotation upon request. We will provide you with a quotation for the cost if a report is requested following our input. Reports are most valid when immediately completed following our input. We may not be able to provide reports following a break in provision.

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Changes and revisions

We don't want to limit your ability to change your mind about what input you would like us to provide. You can change your mind at any point with regards to the services you would like to receive. If you were to cancel services please see above with regards to how we treat cancellations.

Prior to working with you we will have sent you a quotation or costing. If you change your mind about what input you would like us we may provide you with an updated, or separate, quotation or costings.

Reports are based on our professional opinions. We are unable to change our professional opinions within a piece of work.

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Sharing of information

Our consent form includes permission to share information with relevant professionals. Professionals usually include; education staff, GPs, therapists and other health professionals. Being able to share information supports a joined-up approach to support and knowledge.

For more information please read our confidentiality page.

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Prices

We aim to be as transparent as possible with all our pricing.

Travel charges are calculated on an individual basis and included in quotations when necessary.

Pricing for service level agreements will be agreed individually with each setting.

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Price promise

We are happy to discuss how we can match or better any existing provision you may be currently receiving.

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Complaints

We aim to provide a positive service at all times. We acknowledge that there may be times when someone is unhappy with the service that they have received. We are happy to deal with any complaints in person or on the phone at the first instance. If the complaint cannot be resolved satisfactorily then it can be raised in writing / email and will be reviewed and responded to by a Director within 7 days.

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Service level agreements

We provide schools and education settings looking for regular input with service level agreements. Invoices for any services will be sent at the start of each school term.

A service level agreement will have its own bespoke terms and conditions.

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Professional standards

We'll carry out our services in accordance within the standards expected by professional memberships and regulatory bodies. Our support staff receive appropriate supervision from our team.

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Insurance

We want you to be safe, but if anything goes wrong we want you to be covered. All our services are covered by insurance policies including:

• Public liability insurance £2,000,000
• Employee liability insurance £10,000,000
• Professional indemnity insurance £10,000,000

Hopefully you won't need to access any of the above but it is good to know it is in place.