Terms of Business

Below are our standard Terms of Business that set out the commercial conditions of our service delivery for the work that we do. If you require any clarification on any aspect of the below terms, please email us at manager@integratefamilies.co.uk

Session booking & charge:

Sessions can be booked over the phone or by way of an email request.

All our sessions are charged by the prevailing hourly rate.

Sessions and any time overrun are charged and rounded up to the nearest 5 mins.

Making Payment:

Our preferred method for processing payments is via Direct Debit.

We also accept Credit and Debit cards as well as bank transfer as primary methods of payment.

Credit and debit cards will incur an administration charge of £5 per session.
Bank transfers will incur an administration surcharge of £5 per session.

The Direct Debit service is hosted by GoCardless, which is a recognised and reputable payment processing organisation. You are protected by the Direct Debit guarantee.

We must have an approved payment method on file for you, before we will confirm any booking.

Your chosen payment method will be charged at the time of booking.

Cancellation by client – Standard Services:

A cancellation or refund request is only deemed valid if Acknowledged by Integrate Families 24 hours prior to the appointment time. This acknowledgement will come in the form of a cancellation email.

Cancellations 24 hours before the start of a session will not incur any charge.
Cancellations less than 24 hours before the start of a Session, will incur a 60 min charge at the prevailing rate.
Cancellations less than 24 hours before the commencement of an Assessment will incur a charge of £175.00.
For Intensive therapy ONLY - Cancellations 48 hours before the commencement of a session will incur a rescheduling charge of £45.
For Intensive therapy ONLY - Cancellations less than 48 hours before the commencement of an Intensive Therapy Session, will incur a charge of £500.
For Intensive therapy ONLY - All cancellations must be confirmed with the therapist direct as well as CC in manager@integratefamilies.co.uk Please ring 01484 862211 to ensure you can confirm your cancellation.
Cancellation for an Assessment with notice of 24 hours or more, is eligible for a 90% refund.
Cancellation for an Assessment with less than 24 hours notice will be entitled to a partial refund of 90% minus the charge outlined above in point 3.
No refunds are available for sessional appointments if cancelled with less than 24 hours notice, a charge will apply as outlined in point 2.
For Intensive therapy ONLY a 90% refund is available for all sessions cancelled up to 48 hours before the session date.
For intensive therapy cancelled less than 48 hours prior to the appointment, the cancellation charge (point 5) will be applied to all relevant sessions and the remaining balance will be refunded minus any other cost already incurred.

Cancellation by Integrate:

Any cancellation by Integrate will result in a rescheduling of the appointment.
The client has the same rights to a refund as stated above in point 6 to point 10; all applicable cancellation charges will be waived in this event.

Payment Arrears:

If at any time your account falls into arrears (where a payment has not cleared on the initial request or payment date) Integrate will respond in the following manner:

As a first notice: Integrate will notify you on the arrears and request that payment be made urgently to ensure sessions are not suspended.
If your account falls into arrears for a second time, Integrate will require an upfront payment equal to 2 hours (in addition to any future sessions), in order to reinstate the account. No sessions will be able to proceed until the account is reinstated.
The prepayment of 2 hours will cover any non-payment of future sessions to ensure a closing session can be guaranteed to take place.
Please note that any continuing and persistent arrears will result in a penalty charge of £50 per arrears event.