Terms and Conditions

bibic’s Terms and Conditions outline the expectations, responsibilities, and policies for families and individuals engaging with bibic’s services. By booking and using our services, you agree to the following:

1. Consent and Documentation

1.1 Consent and Confirmation Form

All families and individuals must return a signed Consent and Confirmation Form within 2 weeks of receiving the documents. Failure to provide this form may result in cancellation of the assessment.

1.2 GP/Professional/School Contact Information

Under 18s: Families must provide contact details for their GP or school. We will only send confirmation of attendance and will not share personal details without explicit permission. This is to ensure transparency between our service and statutory services, enabling us to support you further with external agencies.

Over 18s: We ask for your GP (or other relevant professional) contact details and your consent to share information about your assessment where this would support your care and wellbeing or help coordinate with other professionals involved. We will not contact your GP or any other professional without your explicit consent, unless we have safeguarding concerns that require us to do so under our Safeguarding Policy or legal obligations.

2. Fees and Payment Policies

2.1 Admin Fees

An administration fee will be incurred for any amendment made to a booking by an individual, parent, carer or young person. This will be either £30 or £50 according to which assessment was booked. For further information, please contact the Family Service Team.

This fee applies to amendments such as moving or rescheduling an assessment where more than 1 months’ notice is provided and a new assessment date is agreed on the same day. It does not apply to cancellations and is not added on top of cancellation charges. Where an assessment is moved with less than 1 months’ notice, or where a new date is not agreed on the same day, clause 2.6 will apply.

2.2 Booking Deposit

A £50 deposit is required to secure your assessment booking. This deposit must be paid within 7 days of booking; otherwise, the assessment may be cancelled.

The deposit will be deducted from the total cost of the assessment.

If a booking is cancelled within the 14-day cooling-off period (see clause 2.3), the deposit will be refunded in full, unless any costs have been reasonably incurred by bibic at the request of the family or individual.

Outside of the 14-day cooling-off period, the deposit is non-refundable and will be retained by bibic as a contribution towards administration, clinical preparation, and the reservation of the assessment appointment.

2.3 Cooling-off Period

In line with UK consumer law, families and individuals have a 14-day cooling-off period from the date of booking, during which they may cancel without charge, provided that the assessment has not already taken place and no services have been delivered.

If a booking is made within 14 days of the assessment date, or if the family or individual requests bibic to begin work or make arrangements during this period, bibic reserves the right to deduct any reasonable costs already incurred.

2.4 Payment Terms

Full payment is required before the assessment takes place. In most cases, payment will be due before the assessment date and may be required up to 1 month in advance, depending on the booking timeframe.

In some circumstances, and following discussion with the Family Service Team, a split payment arrangement may be agreed. Where this is offered, families and individuals agree to make payments as required until the invoice is paid in full.

2.5 Cancellation Fees

If a booking is cancelled after the 14-day cooling-off period, the following cancellation fees will apply.

These charges reflect the time and resources involved in arranging assessments, including clinical preparation, administration, and the reduced opportunity to offer the appointment to another family or individual. As bibic is a charity, these charges help us to recover costs already incurred and protect the sustainability of our services.

The following cancellation fees apply to specific assessments:

* This add-on assessment is for those who have already completed a bibic assessment and have been advised by their therapist to investigate dyslexia further.

2.6 Rescheduling of Assessments

If a family or individual asks to move a booked assessment and a new assessment date is agreed on the same day, this will be treated as a booking amendment rather than a cancellation, where bibic agrees that the original booking can be transferred to a new date.

If a family or individual is unable to agree a new assessment date on the same day that they request the change, bibic will treat this as a cancellation and the relevant cancellation fee may apply.

Where an assessment is moved with more than 1 month’s notice, an administration fee of £30 or £50 will apply, depending on the assessment booked.

Where an assessment is moved with less than 1 month’s notice, bibic reserves the right to charge the relevant cancellation fee, in full or in part, where the original appointment slot cannot be refilled.

Any request to move an assessment is subject to availability, and bibic cannot guarantee that an alternative date will be offered. Any deposit already paid will be transferred to the new assessment date unless otherwise agreed by bibic.

2.7 Missed Appointments

Failure to attend an appointment without prior notice will be treated as a same-day cancellation and charged at 100% of the assessment fee. Repeated non-attendance may result in discharge from services.

2.8 Refunds Post Service

Refunds are not guaranteed and will only be issued at the discretion of bibic, based on individual circumstances. The amount of any refund will be assessed on a case-by-case basis and may only be partial. Refunds will be processed via bank transfer, and individuals will be required to provide their bank details in order for the refund to be completed.

2.9 Failed Payments through a GoCardless Transaction

Any costs incurred by bibic due to failed payments may be passed on to families or individuals.

2.10 Invoicing

An invoice will be issued at the time of booking an assessment, and payment is expected by the date indicated on the invoice. Payment must be made in line with the terms outlined in clause 2.4.

2.11 Military Discount

A 10% discount is available for military personnel. Proof of military employment or veteran status is required.

2.12 Grants and Partial Fee Waivers

Due to our charitable funding criteria, bibic cannot apply for grants on behalf of families or individuals, those outside the UK, or referrals from third-party organisations. Families and individuals can apply for a partial fee waiver from bibic via the Partial Fee Waiver Application Form, which must be submitted with appropriate evidence of income and outgoings.

Partial fee waivers are not automatically approved, even if a family or individual has previously received one for another assessment. The approval of fee waivers is contingent upon available funds raised and allocated in the fee waiver budget and is at the CEO’s discretion.

3. Assessment and Service Policies

3.1 Timings and Structure

Assessments will follow a structured timetable provided before the session. Timings may vary based on the needs of the young person, family or individual.

2-Day Assessment:

• Day 1: 9:15 arrival for a 9:30 start, history session, testing and observation. Lunch will be around 12:30 and last one hour (this is not provided by bibic). Finish approximately 15:30.
• Day 2: Feedback and strategy sessions following similar timings.

1-Day Assessment:

• 9:15 arrival for a 9:30 start, history session, testing and observation. Lunch will be around 12:30 and last one and a half hours (this is not provided by bibic). Finish approximately between 15:30 and 16:30.

We kindly request that, whenever possible, you refrain from bringing additional siblings or family members to the assessment at our therapy centre. Our facilities are limited, and we are unable to supervise extra children. Additionally, the room can comfortably accommodate no more than two adults. There may be circumstances in which it is not suitable for your young person to attend the second day. Please consult with your therapist to determine the best course of action for your family.

3.2 Parent/Carer Responsibility

Parents or carers must remain with the young person being assessed, if they are under the age of 18, throughout the assessment. Parents and carers are responsible for their children or young person at all times. If you request to have time one-to-one with your therapist away from your young person, this will be evaluated by your therapist and is dependent on space within the therapy centre and availability of our assistant therapist.

There are trained first aiders on-site at all times, and first aid kits are available in the centre; however, if you or your young person has a medical condition it is your responsibility to monitor this. It is also your responsibility to report any health conditions to your therapist that may need medical assistance so that appropriate care can be sought if needed.

Please be advised that the doors to the therapy building do not lock for fire safety reasons. If your young person is considered a flight risk, please inform the therapist assigned to you so that we can implement appropriate measures should they exit the building. It is the responsibility of the parent or carer to maintain awareness of their young person’s location at all times.

In order to proceed with the assessment, we require consent from one individual who holds parental responsibility for the child. For individuals aged 18 and over, the individual’s consent is also necessary for the assessment to take place.

3.3 Non-Engagement of the Individual

If an individual does not engage during the assessment, a refund will not be issued. However, advice for parents and carers will still be provided.

3.4 Early Termination

If a family or individual decides to conclude the assessment prematurely, please be aware that there will be no option for rebooking or refunds. Additionally, the full assessment may not be completed if there is insufficient time remaining due to the early conclusion. For details on the day’s structure, please refer to clause 3.1.

3.5 Home/School Assessments

For home assessments, a distraction-free environment is required. For school assessments, suitable spaces must be made available. Families and individuals may be expected to cover any travel costs for a therapist to attend a home, work or school assessment.

3.6 Assessment Rescheduling

Assessments may need to be rescheduled due to unforeseen circumstances, such as adverse weather, annual leave or staff illness. All efforts will be made to ensure the assessment is rearranged within a four-week period; however, this may not always be possible.

bibic may conduct the second day of assessment digitally, either due to bibic’s requirements or the individual’s or family’s own preference. Please note that if bibic needs to conduct the second day of assessment digitally, people travelling from further away may not be asked to make this adjustment; however, this is circumstantial.

3.7 Reports and Therapy Plans

Reports will be emailed within 4–6 weeks of the assessment; however, please be aware that unforeseen circumstances may extend this timeline. The reports will be sent to you as password-protected PDF documents. Please note that Word documents of the reports will not be available. Therapy plans and resources will be shared with you via email or on a memory stick. If you require paper copies of both the therapy plan and report, please feel free to request them.

3.8 Response Rates

The Family Service Team will endeavour to respond to enquiries within 3 weeks of submission, but this may vary during busier periods. If we miss a call from you, wherever possible we will endeavour to get back in touch with you within 1 week; this is subject to change during busier periods.

3.9 Assessment Bookings

Assessments cannot be booked via email; a call with the Family Service Team is always required. We are unable to hold dates for families or individuals.

3.10 Support Calls

We offer complimentary support calls for families or individuals to schedule between their initial enquiry and assessment date. Please note that these calls are optional. Unfortunately, if you miss your scheduled support call, we will not be able to reschedule it.

3.11 Diagnosis and Medication

bibic does not provide medical diagnoses, and we do not give advice on, prescribe or dispense medication.

However, bibic is able to carry out assessments that may identify specific learning differences. This includes a dyslexia assessment as part of a literacy diagnostic assessment, where this is completed by a suitably qualified associate.

Any outcomes from these assessments will be clearly explained within the report provided.

3.12 Confidentiality and Documentation

Individuals over the age of 13 may be offered an opportunity to speak to the bibic therapist in private, based on confidentiality, if the person is considered to have capacity regarding their own medical information. Parents, carers and individuals have the right to access copies of the test papers and reports that were carried out during the assessment, unless stated otherwise within a court order or the young person has the capacity to deny access and can name another suitable adult.

3.13 Accessibility

We strive to make our therapy centre as accessible as possible to all families and individuals. Our premises include wheelchair access to the downstairs area and a disabled toilet located in the main office. However, we recognise that individual accessibility needs can vary, and we are committed to making reasonable adjustments wherever possible.

To ensure we can provide the best support, we kindly ask that you notify us of any specific accessibility requirements at the time of booking your assessment, or as early as possible. This will allow us to make any necessary arrangements to ensure your visit is comfortable and stress-free.

3.14 Support and Advice Line (SAL)

The Support and Advice Line is available to support individuals with specific concerns. It is not intended for general enquiries about our services; for these, please contact the Family Service Team.

We can offer guidance on specific issues, for example managing sensory meltdowns. However, due to the nature of this service, we are unable to provide broader or highly personalised advice, as we do not have the opportunity to fully familiarise ourselves with each individual in the same way as during an assessment. Where appropriate, we may recommend a consultation for more in-depth, tailored support.

• Please limit your concerns to a maximum of three per contact.
• Phone calls are capped at 30 minutes.
• A maximum of three strategies will be provided per contact.
• The service may be used up to five times within a 12-month period.

The Support and Advice Line is open to all. If you have previously had an assessment, we recommend directing queries to your assigned therapist during your key working period. Once this has ended, you are welcome to use the Support and Advice Line.

Please note that missed calls will not be returned. If you require a callback, please leave a voicemail outlining your concern.

4. Conduct and Safety

4.1 Service Withdrawal

bibic reserves the right to withdraw or conclude services where there is repeated non-attendance, lack of engagement, or where services are no longer clinically appropriate.

4.2 Behaviour and Conduct

bibic is committed to providing a safe and respectful environment. Abuse or inappropriate conduct towards staff or others in the centre will not be tolerated in person, over the phone or electronically, and bibic reserves the right to withdraw services from anyone whose behaviour is deemed abusive, inappropriate or unsafe.

4.3 Nut-Free Zone

Please notify bibic of any allergies in your party prior to your visit. bibic is a peanut and tree nut free zone, and we request that you do not bring any nut products into the centre.

4.4 Smoking and Alcohol

Smoking is not permitted within bibic buildings. Designated outdoor smoking areas are available; please ask your allocated therapist for details. Alcohol consumption is not permitted on bibic premises.

4.5 Photography and Videos

Families or individuals may not photograph or video others or therapists without consent. Recording of assessments is at the therapist’s discretion.

5. Key Working Policy

5.1 Scope of Key Working Services

Up to 10 hours of support in the following formats:
Parents and carers: emails, phone calls, online calls such as Teams or Zoom, face-to-face meetings, and administration. Young people (16+): support to implement strategies.
• Attendance at EHCP/Tribunal meetings (if court-requested).
• EHCP form evidence.
• Attendance at TAC/TAF meetings.
• One school meeting.
• Option for feedback to a second parent.

5.2 Excluded Services

• EHCP/mediation (not court-requested).
• Additional school or other professional meetings.
• Letters, form filling (including DLA), and summary letters.
• Feedback to additional family members.

5.3 Tracking and Limits

Therapists will record all key working and mentoring time, including administration. When the 10-hour limit is approached, families or individuals will be signposted to additional services.

5.4 Parameters of Key Working/Mentoring

It is the responsibility of the parent or individual to reach out to their therapist for support, as the therapist will not initiate contact with families or individuals unless requested. At the conclusion of the key working period, you will receive an email to reassess the goals established during the assessment and will be invited to complete a brief survey. Following the expiration of the key working period, any further support will need to be obtained through our additional services.

5.5 Key Working Attendance

Families are expected to attend all scheduled key working sessions. If a session is missed or cancelled with less than 48 hours’ notice, it will count as a non-attendance. After three non-attendances, bibic reserves the right to withdraw the remaining key working support.

6. General Policies

6.1 Safeguarding

bibic operates in accordance with its Safeguarding Policy. Where there are concerns regarding the safety or wellbeing of a child or vulnerable adult, bibic reserves the right to share relevant information with appropriate agencies without consent where required by law.

6.2 Data Protection

All personal data is processed in accordance with UK GDPR and bibic’s Privacy Policy.

6.3 Limitation of Liability

bibic will not be liable for any indirect, consequential or financial loss arising from the use of our services. Our total liability shall not exceed the cost of the service provided.

6.4 Force Majeure

bibic will not be held responsible for delays or cancellations caused by circumstances beyond our reasonable control, including but not limited to severe weather, illness or unforeseen operational disruptions.

6.5 Illness and Fitness to Attend

If you or your young person are unwell, including with a contagious illness, please contact us as soon as possible to discuss rescheduling. bibic reserves the right to refuse attendance where there is a risk to others.

6.6 Damages

Families and individuals are responsible for any damage to bibic premises, equipment or toys caused by them or their children or young people.

6.7 Possessions

bibic is not responsible for personal possessions brought on-site. Any vehicles parked in the car park are left at the owner’s risk.

6.8 Third-Party Information Sharing

Information will only be shared with third parties with written parental, individual or carer consent, unless safeguarding concerns or legal obligations require otherwise.

6.9 Amendments to Terms and Conditions

bibic reserves the right to amend these Terms and Conditions at any time. The most up-to-date version will be provided at the time of booking.

For further information or clarification, please contact our team. Thank you for choosing bibic.