Client Terms of Service

1.1 About these Terms

These Terms of Service apply when you enquire about, book, purchase or receive services from The Neurodiversity Service Ltd, trading as The Neurodiversity Service (“NDS”, “we”, “us” or “our”).

By booking or using our services, you agree to these Terms, together with any service-specific terms, consent forms, privacy notices, refund and cancellation policies, and other documents referred to during booking.

If you are booking on behalf of a child, young person or another adult, you confirm that you have authority to do so and that the information you provide is accurate and complete.

1.2 Who we are

The Neurodiversity Service Ltd is a UK company providing independent neurodiversity assessment and support services.

Our contact details for legal notices and formal correspondence are:

1.3 Our services

We provide independent neurodiversity services, which may include:

• autism assessments;
• ADHD assessments;
• combined or related neurodevelopmental assessment services;
• initial support sessions;
• post-diagnostic support sessions;
• 1:1 support programmes;
• group support programmes;
• feedback and report sessions;
• related administrative, clinical and support services.

The exact service you are purchasing will be described on our website, booking page, quote, invoice, confirmation email or service information provided to you.

1.4 What you are paying for

Our fees are for the assessment, support or clinical service process. In assessment services, fees relate to professional time, preparation, review of information, clinical assessment, multidisciplinary discussion or review where applicable, report preparation, feedback and administration.

You are not paying for a particular diagnosis, recommendation, conclusion, adjustment, medication pathway, referral outcome or external acceptance of our report.

1.5 No guarantee of diagnosis or outcome

We do not guarantee that an assessment will result in a diagnosis. We do not guarantee that another provider, NHS service, GP, school, employer, local authority, medication provider, insurer or other third party will agree with, accept or act on our assessment, report or recommendations.

Our clinical conclusions are based on the information available at the time of assessment, the presentation observed, information provided by you and others, and the professional judgement of the assessing clinician or multidisciplinary team. A different provider reaching a different conclusion at another time does not automatically mean our assessment was incorrect or that a refund is due.

1.6 Clinical discretion and assessment methods

We are responsible for determining the clinically appropriate assessment pathway, tools, format, information required and professional input needed to reach a safe and evidence-based conclusion.

You may provide information, preferences or concerns, but you cannot require us to use a specific assessment tool, reach a specific conclusion, omit relevant information, or conduct the assessment in a way that our clinicians consider unsafe, inappropriate or clinically unreliable.

Where we consider that further information, additional sessions, specialist input, observation, school information, collateral information or a period of monitoring is required, we will explain this where appropriate. This may affect timeframes and may involve additional fees if outside the original service scope.

1.7 Information you provide

You agree to provide accurate, complete and timely information. This includes forms, questionnaires, background information, school or professional information, medical or developmental history, and any information relevant to consent, safety, safeguarding, risk or assessment suitability.

If information is incomplete, inaccurate, misleading or delayed, we may pause, extend, reschedule, alter or decline to continue the service. We are not responsible for delays or limitations caused by missing, inaccurate or late information.

1.8 Assessment timeframes

Any advertised or estimated timeframe, including any estimate from booking to report or outcome, is an estimate only and is not guaranteed.

Timeframes may be affected by factors including completion of forms and questionnaires; availability of assessment sessions; client or family availability; clinician availability; room or venue availability; complexity of presentation; need for additional information; school, social care or third-party response times; safeguarding, consent or communication holds; need for specialist input; report-writing or panel capacity; accessibility or reasonable adjustment needs; illness, emergency, system outage or circumstances outside our control.

1.9 ADHD diagnosis and medication

Where we provide ADHD assessment services, our role is limited to assessment, diagnostic opinion and report/recommendations as applicable. Unless we expressly agree otherwise in writing, we do not provide medication, prescribing, titration, shared-care arrangements, pharmacy referrals or ongoing medical management.

If you wish to seek medication or NHS/private medical treatment after an ADHD diagnosis, you may need to approach a GP, psychiatrist or other appropriate service. We cannot guarantee that any third party will accept our report or agree to provide medication or other treatment.

1.10 Support services

Support sessions are designed to provide guidance, psychoeducation and practical support. They are not emergency, crisis, safeguarding, psychiatric, medical or therapeutic services unless expressly stated in the service description.

Some support services are intended for an individual client. Where appropriate, we may reserve the right to meet with the individual client without parents, family members or others present if we consider this necessary to provide appropriate support. Family or group support sessions may be available separately and may have different pricing, staffing and booking terms.

1.11 Client responsibilities

You agree to:

• treat our staff, clinicians, contractors and other clients with respect;
• attend sessions on time;
• provide at least 48 hours' notice if you need to rearrange or cancel a session;
• complete forms and consent documents promptly;
• provide accurate and complete information;
• tell us about relevant risks, needs, court orders, parental responsibility issues, safeguarding concerns or professional involvement;
• not record sessions without our prior consent;
• not misuse our website, booking system, payment systems, documents or communications;
• comply with our policies and reasonable instructions.

1.12 Behaviour, safety and refusal of service

We may pause, cancel, terminate or refuse to provide services where we reasonably believe that:

• staff, clinicians, contractors, clients or others may be unsafe;
• behaviour is abusive, threatening, discriminatory, harassing or inappropriate;
• the service cannot be provided safely or ethically;
• consent is missing, withdrawn or disputed;
• there is a safeguarding, risk or clinical concern;
• information has been withheld or misrepresented;
• continuing the service would be clinically inappropriate;
• you have breached these Terms or another applicable policy.

Depending on the circumstances, refunds may be limited or unavailable where work has already been undertaken, resources have been committed, or cancellation is caused by your conduct or breach.

1.13 Consent

Assessment and support services require appropriate consent. Consent requirements may differ depending on whether the client is an adult, child or young person.

We may require consent from a parent or person with parental responsibility, from the young person where appropriate, from the adult client, or from another lawful decision-maker. We may also seek assent or participation agreement from a child or young person even where a parent or guardian has provided formal consent.

If consent is missing, withdrawn, disputed or unclear, we may pause, reschedule or stop the service. Further details are set out in our Assessment Consent Pack, which is sent to you after booking.

1.14 Confidentiality and limits to confidentiality

We treat client information confidentially, subject to legal, safeguarding, clinical governance, risk-management and professional obligations.

We may need to share information where necessary for safeguarding, serious risk, medical emergency, legal compliance, professional advice, complaint handling, payment disputes, regulatory processes, or where you have given consent.

Clinical reports must contain enough relevant information to explain the assessment process, reasoning, conclusions and recommendations. We cannot agree to omit clinically relevant information where doing so would make the report misleading, unsafe or professionally inappropriate.

1.14a Safeguarding and duty of care

We have a duty of care to act on safeguarding concerns identified during any contact with you — including enquiry, assessment, support sessions, written communication or follow-up.

Where we identify a safeguarding concern, our usual approach is to discuss the concern with you first. Wherever it is safe, appropriate and lawful to do so, we will explain what we are worried about, what we propose to do, who we may need to contact, and we will seek to involve you in the decision.

We may, however, need to share information with appropriate agencies without discussing it with you first in situations including:

• immediate risk to life or serious harm to you or another person;
• risk of serious harm to a child or adult at risk;
• where discussing the concern first may increase risk, prejudice an investigation, or place someone in danger;
• where we are required to share information by law, court order, or professional or regulatory obligation;
• where you lack capacity to participate in the discussion and waiting would not be appropriate.

Where information is shared, we will share only what is necessary and proportionate, and only with appropriate agencies (such as the local authority safeguarding team, LADO, police, NHS, GP, or professional regulator).

By accepting these Terms, you confirm that you understand and agree to our duty of care to act on safeguarding concerns as set out above. Further detail is available in our Safeguarding & Confidentiality statement.

1.15 Payments

Payment must be made using the methods we make available, which may include card payment, Stripe, Humm finance or another approved payment route.

A booking is not confirmed until payment, finance approval or other agreed payment arrangement has been completed and confirmed by us.

Where we provide a quote or payment link after a telephone or other enquiry, the booking will still usually need to be completed through our website or approved payment process.

1.16 Humm finance

Where Humm is selected as a payment method, finance is provided by Humm and is subject to Humm’s own approval, checks and terms. We are not responsible for Humm’s lending decisions, eligibility criteria, credit checks, account administration, repayment collection or customer account handling.

A Humm application, pending status or incomplete finance application does not confirm your booking. Your booking is confirmed only once Humm approval and our booking confirmation have been completed.

If a refund, cancellation, complaint or dispute relates to a Humm-funded service, we may need to cooperate with Humm and follow Humm’s processes. Any adjustment to your Humm account will be handled in accordance with Humm’s terms and procedures. See our Humm Finance Terms.

1.17 Cancellations, rescheduling and refunds

Our Refunds, Cancellations and Rescheduling Policy forms part of these Terms. You should read it before booking. In summary:

• you must give at least 48 hours' notice to cancel or rearrange a session;
• we may allow one late rearrangement as a goodwill exception;
• repeated late rearrangements, late cancellations or non-attendance may be charged, deducted from a bundle or treated as a used session;
• once clinical work, preparation, assessment, report-writing or other service stages have started, refund rights may be reduced;
• no refund is due simply because you disagree with the clinical outcome or diagnostic conclusion.

1.18 Complaints and outcome reviews

If you are unhappy with our service, you may complain under our Complaints Policy.

If you disagree with an assessment outcome, you may request a clinical outcome review under our Clinical Outcome Review and Appeal Procedure. Disagreement with an outcome does not automatically mean that the service was defective, incomplete or refundable.

1.19 Intellectual property

All website content, templates, reports, forms, policies, resources, training materials, frameworks, logos, branding and documents created by us or for us are owned by us or licensed to us unless otherwise stated.

You may use materials we provide for your personal or family purposes, or for the purpose for which they were supplied. You must not copy, publish, sell, adapt, upload, distribute or commercially exploit our materials without written permission.

1.20 Data protection

We process personal data in accordance with our Privacy Policy. Where services involve health, developmental, safeguarding, educational or support information, this may include special category personal data.

You must not provide personal data about another person unless you have a lawful basis and authority to do so.

1.21 Our liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of statutory rights that cannot be excluded.

Subject to that, we are not liable for any guaranteed diagnosis, outcome, third-party acceptance, medication pathway or external decision; delays caused by missing information, third parties, client availability or circumstances outside our control; losses caused by inaccurate, incomplete or misleading information you provide; indirect or consequential loss; loss of income, profit, opportunity, goodwill or business; or third-party decisions by schools, GPs, NHS bodies, employers, insurers, finance providers or other providers.

Where liability can lawfully be limited, our total liability to you in connection with a service will not exceed the fees you paid to us for the specific service giving rise to the claim.

1.22 Force majeure

We are not responsible for delay or failure caused by circumstances outside our reasonable control, including illness, clinician unavailability, venue issues, system outages, supplier failures, cyber incidents, payment provider issues, severe weather, transport disruption, public health issues, emergencies or legal/regulatory changes.

1.23 Changes to services or terms

We may update these Terms or our policies from time to time. The version that applies to your booking will usually be the version in force when you booked, unless a change is required by law, regulator, insurer, payment provider, clinical governance requirement or is otherwise reasonable and does not materially reduce your rights.

1.24 Governing law and disputes

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights or complaint routes that apply.