Flourish With Neurodiversity

Main Client Terms & Conditions

These Main Client Terms apply to services provided by Flourish With Neurodiversity.

Flourish With Neurodiversity offers a range of supportive, educational, coaching and holistic services, including but not limited to coaching, education, support sessions, programmes, workshops, parent/carer work, workplace services and Access to Work support.

These Main Client Terms apply alongside any Service-Specific Terms provided for the particular service, programme, package or support you are purchasing. By booking, making payment and/or attending an appointment, you confirm that you have read, understood and agree to these Main Client Terms and any relevant Service-Specific Terms.

Where there is any difference between these Main Client Terms and Service-Specific Terms, the Service-Specific Terms will apply to the specific service being purchased, unless this would remove or reduce a statutory right that applies to you as a consumer.

1. What Flourish Provides

Flourish With Neurodiversity provides supportive, educational, coaching and holistic services designed to support neurodivergent individuals, families, parents/carers, workplaces and related professionals.

The exact details, format, price and scope of the service you are purchasing will be confirmed at the time of booking and may also be outlined in your booking confirmation, proposal, service agreement and/or invoice.

Services may include, but are not limited to:

·        coaching

·        education

·        support sessions

·        parent/carer support

·        programmes

·        workshops

·        workplace support

·        Access to Work support

·        consultation and guidance

2. What Flourish Does Not Provide

Flourish With Neurodiversity does not provide medical, psychological, psychiatric, diagnostic, therapeutic or crisis services.

Services are not a replacement for medical advice, mental health treatment, psychological therapy, occupational health advice, safeguarding services or emergency support.

Clients remain responsible for their own decisions, actions and outcomes. Where appropriate, clients should seek advice from a suitably qualified medical, mental health, legal, financial or other professional.

3. Booking and Payment

The price and details of the service applicable to you are confirmed at the time of booking and may also be outlined in your booking confirmation, proposal, service agreement and/or invoice.

Full payment is required at the time of booking to secure your session, appointment, package, programme or service, unless otherwise agreed in writing.

An invoice or payment request will be sent to your nominated email address, or provided through the booking system, with instructions to complete payment.

Bookings that remain unpaid after 48 hours may be automatically released and the appointment slot cancelled.

Where an appointment is booked before payment is made, the appointment may be treated as provisional until payment has been received and any required forms, agreements or information have been completed.

By making payment and/or attending an appointment, you confirm that you have read and agree to the relevant Main Client Terms and Service-Specific Terms provided to you.

Where your booking is made online, by email, by telephone or otherwise at a distance, the terms below on statutory cancellation rights also apply where you are purchasing as a consumer.

4. Online, Distance and Off-Premises Purchases: 14-Day Cancellation Rights

This section applies where you purchase a service from Flourish With Neurodiversity online, by email, by telephone or otherwise at a distance or away from our usual business premises, and you are purchasing as a consumer.

You may have a legal right to cancel the contract within 14 days without giving a reason. The 14-day cancellation period begins on the day after the contract is formed. This is usually the date your booking is confirmed, payment is made, or Flourish With Neurodiversity otherwise confirms that your booking has been accepted.

To exercise this right, you must clearly tell us that you wish to cancel. You can do this by emailing: [email protected].

You may use the cancellation form in Appendix 1, but you do not have to use that form as long as your cancellation decision is clear.

If you cancel within the 14-day cancellation period before any service has been provided, you will receive a refund of fees paid for the cancelled service.

If you ask Flourish With Neurodiversity to begin providing services during the 14-day cancellation period, you agree that Flourish With Neurodiversity may charge you for any services provided up to the point you tell us you wish to cancel. This may include sessions already delivered, work already carried out, preparation, administration, reports, resources, liaison or other service elements already provided.

Where a service has been fully performed within the 14-day cancellation period at your request, you acknowledge that you may lose your right to cancel once the service has been completed.

This statutory cancellation right is separate from the session cancellation, rescheduling and no-show terms below. The 48-hour session cancellation policy does not remove any statutory cancellation rights that apply to you.

5. Cancellations by the Client

All cancellations must be made in writing by email to: [email protected].

The following cancellation terms apply unless different Service-Specific Terms have been agreed in writing. These terms do not affect any statutory cancellation rights that may apply to online, distance or off-premises purchases.

Cancellation during the 14-day statutory cancellation period:

If you have a statutory right to cancel and you cancel within the 14-day cancellation period, refunds will be handled in accordance with Section 4 above.

If you requested that services begin during the 14-day cancellation period, Flourish With Neurodiversity may deduct or charge a reasonable amount for services already provided before cancellation.

More than 48 hours before the scheduled session or service

Where you cancel or request to reschedule more than 48 hours before the scheduled session or service, the session may be rescheduled or credited for future use, subject to availability and any Service-Specific Terms.

Refunds will only be given where required by law, where stated in the relevant Service-Specific Terms, or where agreed by Flourish With Neurodiversity in writing.

Within 48 hours of the scheduled session or service

If you cancel or request to reschedule with less than 48 hours notice, Flourish With Neurodiversity may charge or retain the full session fee because the appointment time has been reserved for you and may not be capable of being offered to another client.

No-shows

Failure to attend a scheduled session without notice will be treated as a no-show.

A no-show occurs where the client does not attend within 15 minutes of the scheduled start time.

No-shows may be charged in full and are non-refundable, unless otherwise required by law or agreed by Flourish With Neurodiversity in writing.

Repeated no-shows may result in services being paused, reviewed or discontinued.

Exceptional circumstances

Flourish With Neurodiversity may, at its discretion, waive, reduce, credit or reschedule a cancellation or no-show charge in exceptional circumstances. Any decision to do so does not create an obligation to do the same in future.

6. Rescheduling

Rescheduling requests are separate from any statutory cancellation rights that may apply to online, distance or off-premises purchases.

Clients may request to reschedule a session or service up to 48 hours before the scheduled start time.

Requests made within 48 hours of the scheduled time may be treated as late cancellations and may be charged in accordance with the cancellation terms above, unless otherwise required by law or agreed at the discretion of Flourish With Neurodiversity.

For ongoing or regular services, rescheduling may be limited to one change per month unless agreed in advance.

All rescheduling is subject to availability.

Credits issued for cancelled or rescheduled sessions must be used within the timeframe agreed at the time of booking or, where not specified, within six months of the original session date, unless otherwise required by law or agreed in writing.

7. Cancellation by Flourish With Neurodiversity

Where possible, a minimum of 24 hours notice will be provided if a session or service needs to be cancelled by Flourish With Neurodiversity.

The session will be rescheduled at the earliest mutually convenient time.

If no suitable alternative date can be arranged, the relevant session fee will be refunded.

Where Flourish With Neurodiversity cancels a service and cannot provide a suitable alternative, any refund will be made using the original payment method where possible.

Flourish With Neurodiversity is not responsible for any indirect losses, costs or expenses arising from cancellation or rescheduling, except where such exclusion is not permitted by law.

8. Refund Policy

Refunds are handled in accordance with these Terms, any relevant Service-Specific Terms, and any statutory rights that apply.

Nothing in these Terms affects any statutory rights you may have, including any applicable rights under UK consumer law.

Where you have a statutory right to cancel an online, distance or off-premises purchase within 14 days, refunds will be handled in accordance with Section 4 above.

Where services have already begun at your request during the 14-day cancellation period, Flourish With Neurodiversity may deduct or charge a reasonable amount for services already provided.

Services that have already been delivered are generally non-refundable unless required by law or agreed by Flourish With Neurodiversity in writing.

Sessions cancelled by the client with less than 48 hours notice, or not attended, may be charged in full in accordance with the cancellation and no-show terms above.

Where Flourish With Neurodiversity cancels a session or service and no suitable alternative can be arranged, the relevant fee will be refunded.

Packages, programmes and multi-session services are non-transferable and must be used within the timeframe stated at the time of booking or within any timeframe set out in the relevant Service-Specific Terms. Unused sessions may expire at the end of that period unless otherwise required by law or agreed in writing.

9. Late Arrival

Sessions begin and end at the scheduled time.

Late arrival does not entitle the client to additional time, and the session will still conclude at the agreed end time.

Where a client arrives late, the full session fee remains payable.

If a client does not attend within 15 minutes of the scheduled start time, the session may be treated as a no-show in accordance with Section 5.

10. Client Responsibilities

Clients are responsible for attending scheduled sessions, engaging with the service provided and providing accurate, relevant information where needed.

Clients are responsible for checking booking details, appointment times, links, payment deadlines and any forms or agreements required before the service begins.

Advance payment supports continuity, commitment and accountability within the service.

Flourish With Neurodiversity reserves the right to decline, pause or end work where:

·        the service is not appropriate for the client's needs

·        there is a conflict of interest

·        required information, forms or payment have not been provided

·        boundaries or terms have not been respected

·        there are safeguarding, risk, legal or professional concerns

·        continuing the work would not be suitable, safe or effective

Where appropriate, Flourish With Neurodiversity may signpost the client to alternative support.

11. Confidentiality

Flourish With Neurodiversity treats client information as confidential.

This includes information shared during enquiries, discovery calls, coaching, support sessions, parent/carer work, workplace services, Access to Work support, workshops, programmes and related communications.

Confidentiality may be limited where information needs to be shared for a valid reason, including but not limited to:

·        safeguarding concerns

·        risk of harm to the client or another person

·        legal obligations

·        supervision or professional consultation

·        service administration

·        anonymised quality review

·        agreed liaison with parents, carers, schools, employers, Access to Work or other professionals

·        complaints handling

·        payment, invoicing or debt recovery

·        insurance, legal or regulatory requirements

Flourish With Neurodiversity will only share information where there is a valid reason to do so and will aim to share the minimum necessary.

12. Safeguarding and Risk

Flourish With Neurodiversity takes safeguarding seriously.

If information is shared that raises concerns about risk of harm, abuse, neglect, exploitation, self-harm, harm to others or another safeguarding issue, confidentiality may need to be limited.

Where possible and appropriate, this will be discussed with the client. However, Flourish With Neurodiversity may need to share relevant information with appropriate people or organisations without prior consent where there is a safeguarding, legal or risk-related reason to do so.

This may include parents/carers, emergency services, safeguarding teams, schools, employers, healthcare professionals or other appropriate agencies.

Flourish With Neurodiversity does not provide crisis or emergency support. If urgent or emergency help is needed, clients should contact emergency services, NHS 111, their GP, a crisis line or another appropriate service.

13. Information Sharing and Liaison

Some services may involve liaison with other people or organisations, such as parents/carers, schools, employers, Access to Work, support workers, healthcare professionals or other professionals.

Information will only be shared where there is a valid reason to do so, where it is necessary for the service, where the client has agreed, or where there is a safeguarding, legal or professional obligation.

Flourish With Neurodiversity will aim to share only the minimum information necessary.

14. Associates and Other Providers

Flourish With Neurodiversity may work with associates, contractors or other trusted service providers where appropriate.

Where associates are involved in delivering or supporting a service, they will be expected to work in line with relevant confidentiality, safeguarding, data protection and professional standards.

Clients will be informed where an associate is directly involved in delivering their service, where appropriate.

15. Boundaries and Communication

Flourish With Neurodiversity aims to provide clear, respectful and professional support.

Communication outside scheduled sessions is generally limited to matters such as booking, payment, forms, agreed resources, service administration or brief clarifications.

Flourish With Neurodiversity does not provide crisis support or emergency response between sessions.

If urgent or emergency help is needed, clients should contact emergency services, their GP, NHS 111, a crisis line or another appropriate support service.

Flourish With Neurodiversity reserves the right to set or reinforce boundaries around communication, contact, conduct and the scope of support provided.

16. Privacy, Data and Records

Personal information is stored securely and handled in accordance with applicable data protection regulations.

Client data may be retained for up to seven years in line with professional, legal, insurance and record-keeping requirements, unless a different retention period applies or is required by law.

Personal data will not be shared with third parties without consent unless there is a valid reason to do so, including safeguarding, legal, professional, administrative or service delivery reasons.

Records may include booking information, contact details, notes, forms, agreements, invoices, emails, service records and relevant correspondence.

Further information about how personal data is handled may be set out in Flourish With Neurodiversity's Privacy Policy.

17. AI, Transcription and Digital Tools

Where relevant, Flourish With Neurodiversity may use digital tools to support service delivery, administration, note-taking, planning, transcription, accessibility, quality review or communication.

Where AI-assisted or transcription tools are used in a way that affects client information, Flourish With Neurodiversity will aim to use them responsibly and appropriately.

Clients may ask questions about how their information is handled. Where a specific service uses particular digital, AI or transcription tools, this may also be explained in the Service-Specific Terms, supporting information or Privacy Policy.

18. Complaints and Concerns

Flourish With Neurodiversity aims to provide a respectful, supportive and professional service.

If a client has a concern or complaint, they are encouraged to raise this in writing by email so that the issue can be reviewed and responded to appropriately.

Complaints should be sent to: [email protected].

Flourish With Neurodiversity will aim to respond within a reasonable timeframe and may request further information where needed.

19. Access to Work and Third-Party Funding

Where services are funded in part or in full by Access to Work, an employer or any other third-party funding arrangement, the client remains responsible for payment of all fees in accordance with these Terms & Conditions, unless otherwise agreed in writing.

Additional or individualised terms may apply. If there is any difference between these Main Client Terms and an individual Access to Work agreement, the individual Access to Work agreement will take priority for that service, unless this would remove a statutory right that applies to you.

Access to Work funding is usually a reimbursement arrangement. Unless otherwise agreed in writing, the client remains responsible for submitting invoices or required evidence to Access to Work and for ensuring that payment is made.

Invoices are issued following delivery of the session or service and are payable regardless of the status, timing or outcome of any Access to Work, employer or third-party reimbursement process.

Payment timescales may vary where Access to Work or another third-party funder is involved.

Services may continue while payment is pending, subject to Flourish With Neurodiversity's discretion.

Flourish With Neurodiversity reserves the right to pause services where invoices remain unpaid, reimbursement claims are not submitted, or payment delays become unreasonable.

Flourish With Neurodiversity is not responsible for delays, non-payment or partial payment by Access to Work, employers or other third parties.

Cancellation, rescheduling and non-attendance are subject to the same terms as privately funded services unless otherwise agreed in writing. Sessions cancelled with less than 48 hours notice, or not attended, may be charged in full. The client remains responsible for these charges even where reimbursement is not approved by Access to Work, an employer or another third-party funder.

20. Service-Specific Terms

These Main Client Terms apply across most services provided by Flourish With Neurodiversity.

Some services may also have additional Service-Specific Terms. These may include specific details about:

·        the service being purchased

·        session length and format

·        package or programme duration

·        access arrangements

·        resources or materials

·        workplace or Access to Work arrangements

·        parent/carer, school or employer liaison

·        cancellation or expiry terms

·        payment arrangements

·        responsibilities specific to that service

By booking, paying for or attending a service, the client agrees to both these Main Client Terms and any Service-Specific Terms provided for the service they are purchasing.

This avoids the need to repeat confidentiality, safeguarding, complaints, data sharing, associate wording and general payment terms in every individual service agreement.

21. Right to Decline, Pause or End Services

Flourish With Neurodiversity reserves the right to decline, pause, suspend or end services where it is appropriate to do so.

This may include situations where:

·        the service is not suitable for the client's needs

·        the client requires support outside the scope of the service

·        there are safeguarding, risk or legal concerns

·        payment has not been made

·        required forms or agreements have not been completed

·        communication or behaviour is inappropriate, unsafe or abusive

·        boundaries are repeatedly not respected

·        continuing the work would not be professional, safe or effective

Where possible and appropriate, Flourish With Neurodiversity may provide notice or signposting.

Where Flourish With Neurodiversity ends a paid service before it has been fully delivered, any refund or credit will be considered in line with these Terms, the work already delivered, the reason for ending the service, and any statutory rights that apply.

21. Acceptance of Terms

By booking, making payment for and/or attending any service with Flourish With Neurodiversity, the client confirms that they have read, understood and agree to these Main Client Terms & Conditions and any relevant Service-Specific Terms.

These terms apply unless alternative terms have been agreed in writing by Flourish With Neurodiversity.

Flourish with Neurodiversity

Email: [email protected]

Website: www.flourishwithneurodiversity.com