Effective Date: 01/09/2025

1. Session Details and Fees

Sessions typically last 1 hour and can take place either online, at the client’s home or another agreed location. Current fees are published on the Chatterwood website and may be subject to change. Any updates will be communicated in advance. For online sessions, families will need to provide a device with a screen large enough for clear interaction and visibility. A tablet, laptop, or computer is recommended.

2. Session Frequency

It is not possible to predict the exact number of sessions a child may require. Chatterwood offers a maximum booking period of four weeks at a time, and parents or carers are free to withdraw their child from sessions at any point.

3. Payment

Payment for individual sessions must be made at least 24 hours before the scheduled time. For bundle bookings, payment must be completed 24 hours before the first session of the package. Appointments will not proceed without full payment in advance.

4. Cancellations, Rescheduling

At Chatterwood, we understand that sickness or emergencies can occur, and in such cases rescheduling is possible. Refunds, however, are not available for missed appointments. If a cancellation is made with less than 24 hours before the session, or if a client does not attend within 15 minutes of the scheduled start time, the appointment will be considered “used.” Bundle bookings are non-refundable; however, they may be rearranged if at least 24 hours’ notice is provided. To ensure fairness and consistency, repeated last-minute cancellations may be treated as missed sessions, and regular appointment slots may be paused. If for any reason we have to cancel, you will always be offered either a full refund or the option to reschedule.

5. Supervision and Attendance

All children must be accompanied to sessions by a parent or carer. Parents are welcome to stay nearby, but for the child’s comfort and focus, sessions are usually carried out one-to-one. Drop-off sessions are not offered, and a responsible adult must remain on the premises for the duration of every session.

6. Reports and Recommendations

Progress summaries, session notes, and recommendations for home practice can be provided upon request and with parental consent. These are intended to support a child’s development but do not replace medical diagnosis or therapy.

7. Important Information

Chatterwood provides speech, language, and communication support, but does not offer diagnoses, or replace medical speech therapy. All activities and recommendations are designed to encourage progress, but results vary from child to child and cannot be guaranteed. Some communication challenges may take time to improve, or may not change as expected. Strategies and activities work best when used regularly and as advised; Chatterwood cannot be held responsible for outcomes if they are applied differently or inconsistently. Where further assessment or specialist input would be beneficial, this will be recommended to families.

8. Right to Refuse Service

Chatterwood reserves the right to refuse or discontinue sessions if payments are not made in line with these Terms and Conditions, or if a parent, carer, or child behaves in a way that is inappropriate, persistently disruptive or unsafe. While supporting children with their communication and behaviour is part of the service, sessions must be conducted in a safe and respectful environment. If behaviour prevents the session from taking place effectively, it may be ended or rescheduled at Chatterwood’s discretion.

9. Changes to These Terms

From time to time, these Terms and Conditions may be updated to reflect changes in services, fees, or policies. If any changes are made, we will notify all current clients by email in advance, giving reasonable notice before the changes take effect.

10. Communication

Parents and carers can contact us via email at info@chatterwood.org for all enquiries, updates, or questions relating to sessions.

By booking a session with Chatterwood, you agree to these terms and conditions.