In these Terms and Conditions we, our, or us refers to Unlocking Language Limited. You agree to be fully responsible for any claim, expense, liability, losses, costs including legal fees incurred by us arising from any infringement by you of the terms and conditions set out in this Agreement. Both the Client (or their representative) and Unlocking Language Limited (‘Parties) agree to the following Terms:

ROLE OF PARENTS/CARERS

Regular home support is vital in ensuring the best outcomes from therapy. The therapist will discuss appropriate strategies and activities and how frequently specific tasks should be carried out at home. It is essential that you commit to carrying out the advice provided in order for the expected level of progress to be made. A parent/carer must at all times be present during the therapy sessions.

ONLINE THERAPY

Where online therapy is undertaken, for optimum impact, clients must be free from distractions and have access to a device that can connect to the internet, a webcam, microphone and speaker (if they are not built in) and a good internet connection. Unlocking Language uses platforms that are fully compliant with GDPR and have undertaken safeguarding risk assessments.

CONSENT TO TREATMENT

By attending therapy sessions, you are consenting to treatment and have read and understood these terms and conditions. Clients will be discharged at the end of an episode of care. This is when therapy is complete and when the client’s potential, as determined by the speech and language therapist, is achieved in the area targeted by therapy. You may also choose to withdraw from therapy at any time or postpone therapy by following the cancellation policy.

APPOINTMENTS

Full payment and receipt of these terms and conditions will confirm your booking. If payment is not received the appointment slot will be released.

PROMOTIONAL OFFERS AND PERIODS

Any promotional discounts are only valid within the allocated time periods and cannot be transferred to another person or to another time period if it is for a specific school holiday. The same cancellation policy applies.

FEES

The initial session fee (stipulated in your appointment letter) is required to confirm your initial appointment or assessment (non refundable if session is cancelled without 48 hours’ notice. 

Fees include reasonable time spent outside the session in planning, preparing therapy programmes and the cost of paper-based therapy materials. Fees are reviewed periodically and any changes will be communicated with at least 30 days notice.

Any items falling outside of the ordinary therapy programme will be charged accordingly. 

Please note the different rates: assessments; reviews; therapy and school visits as detailed in communications sent to you with your initial appointment email. 

You are eligible to a 10% discount for any block bookings of 8 therapy sessions. If therapy is commenced we shall assume it is on the basis of a block booking, unless you specify otherwise. 

Phone calls over 15 minutes are charged the pro rata hourly rate of therapy, these include with parents, schools or any other agencies on behalf of the client. There will be additional charges for reports.

PAYMENTS

All fees are agreed prior to the start of therapy. The rate of your therapy is with your initial appointment email or confirmation. 

All sessions must be paid for in advance of the sessions unless otherwise agreed. All payments must be in GBP (£).

You may pay by providing us your card details to charge your card after each invoice is issued, this is administered through Stripe payment services.

 Payments can also be made in cash. Cash can only be accepted at our Clinic. 

Invoices are due within 24 hours of issue and any late payments will incur a £10 administration charge if not paid within 5 working days. Late invoices will also incur statutory interest from due date.

If payment remains outstanding, the debt may be referred to a professional debt recovery service. In such cases, you may be liable for reasonable costs incurred in recovering the debt, including third-party collection charges, provided these are proportionate and clearly communicated.

Insurance and reimbursement - If you intend to claim reimbursement through private health insurance, it is your responsibility to check your eligibility with your provider. Invoices can be provided upon request, but we do not liaise directly with insurers.

We are registered with the Information Commissioners Office and subscribe to handling your data with care and security. We partner with Stripe for card payments, you can view the relevant terms and conditions on their websites.

PAYMENTS BY LOCAL AUTHORITIES

Where the payment of services is by the Local Authority – a confirmation from the relevant Local Authority and a finance contact is required. These invoices will be sent on a monthly frequency with a ten days payment term.

CANCELLATION POLICY

48 hours' notice is required for cancellation of any sessions. Sessions cancelled after this time or not attended will be charged at 100% of the usual rate. If your session is on a Monday, we must receive your notice on a Thursday. This policy in place to protect appointment availability.

The therapist may occasionally need to rearrange appointments, where this is the case you will not be charged for the session. TIME LIMITATION Any therapy sessions paid for must be used with 12 months – where this is not possible we will refund the session only if it’s still within the first 12 months.

LOCATION OF SESSIONS

Sessions can take place at your home, your child’s school/nursery, or the therapist’s clinic base. It is requested that clients provide a quiet environment, free from distraction (e.g. phone, TV). When a session is arranged at a child's school/nursery the school must be informed by the parent and the therapist, and the school must be in agreement. It is expected that a member of staff will be available to discuss the session. A parent must always be present either in the room or just outside the therapy room. It is the responsibility of the parent to ensure the child is brought back into the room if they leave the room. The therapist will not attempt to bring your child into the room due to Health & Safety reasons.

CANCELLATIONS OUTSIDE OF OUR CONTROL

Where cancellations are caused by an act that is beyond our control, we will endeavour to provide alternative therapy arrangements, i.e. online in place of in presence therapy or rescheduling.

RESOURCES AND EQUIPMENT

Any resources or equipment that is lent to the client or is used in the Clinic must be returned in the same condition it was. Any damaged or lost items will be charged to the Client.

CONTACT WITH THERAPISTS

Contact with therapists should be limited to working hours 8am to 5pm. You may call the clinic number above to discuss your child. Please refrain from excessive emails and communications outside of working hours. Where communications take longer than 15 mins, we have the right to charge for time spent. Please note, our therapists will not accept approaches via any form of social media, so please refrain from submitting any requests.

COMMUNICATIONS

- Cancellations and rescheduling

If you need to reschedule or cancel your therapy session you must contact: [email protected] or call

020 7536 9299

- Invoices

If your query is to do with an invoice or outstanding balance, you must contact: [email protected] or call 020 7536 9299

Please note, we will not be monitoring any other inboxes for the above requests – and you may still be liable for cancellation fees if you do not communicate via the above channels.

SHARING OF INFORMATION

Following the introduction of the General Data Protection Regulations (GDPR) we will only distribute reports or advice to other relevant professionals (e.g. school or GP) with the consent of the client/guardian. We are committed to protecting your privacy and therefore your agreement will be sought before information/reports are circulated or prior to consultation with other professionals unless we are obliged by law to disclose personal data.

VOUCHER PURCHASES

- Voucher Validity
Vouchers purchased from Unlocking Language are valid for 6 months from the date of purchase, unless otherwise stated. The expiry date will be clearly indicated on the voucher. Once expired, vouchers cannot be extended, reissued, or honoured.

- Redemption
Vouchers can be redeemed against eligible paediatric speech and language therapy services provided by Unlocking Language. To redeem the voucher please call us on the office telephone number and quote your voucher code. Voucher bookings are subject to therapist availability and clinic capacity.

- Non-Refundable / Non-Transferable
All voucher purchases are non-refundable and non-transferable. Vouchers cannot be exchanged for cash, credit, or any other monetary value. Vouchers may only be used by the individual named at purchase.

- Restrictions
Vouchers cannot be used in conjunction with any other promotion, offer, discount, or package. Vouchers cannot be applied retrospectively to appointments already booked or attended.

- Missed or Cancelled Appointments
Once a voucher has been redeemed against a session, the appointment will be subject to our standard cancellation policy. If a session is missed, cancelled without sufficient notice, or not attended, the voucher will be considered redeemed and no replacement will be issued.

- Service Changes
Unlocking Language reserves the right to amend, withdraw, or modify voucher terms or eligible services at any time, without affecting existing voucher holders’ statutory rights.

- Fraud or Misuse
Unlocking Language reserves the right to cancel vouchers that are suspected of being duplicated, tampered with, transferred without permission, or used fraudulently.

PRIVACY

You are not permitted to record the therapy sessions under any circumstances. Failure to comply with this will result in us ending our service.

REFERRALS OF SERVICE

We accept self-referrals. However, for dysphagia or organic voice disorders medical consent from GP or a Consultant is required.

MODIFICATION

Changes to the terms of these Terms & Conditions may be made from time to time and communicated to all our clients.

AGREEMENT

You are not required to sign these Terms & Conditions, your commencement of sessions is an express agreement to them.