WORKING WITH US - FAQs & POLICIES

ELIGIBILITY

All clients are required to provide written confirmation that they meet eligibility criteria prior to engaging in any services. Clients must be aged 16 or over.

ACCESSIBILITY

The clinic is located on the first floor within a larger building. There is ramp access to the main entrance and a lift. We have fitted extra-wide doors in the clinic for ease with wheelchairs. Staff cannot assist in getting in and out of vehicles or with access to the clinic. Clients are responsible for arranging suitable transportation. There are toilets, including a disabled toilet (located across the corridor from the clinic).

PARKING

We have allocated parking spaces directly opposite the main entrance (sign-posted). Badge holders may use allocated disabled bays. There are additional spaces available (provided they are not marked for another business/individual).

Directions and info on parking is provided prior to scheduled appointments as there may not be anyone available in the clinic to offer directions, please familiarise yourself with this information before attending.

CAN I BRING SOMEONE WITH ME?

You are welcome to bring family, friends or carers. If you need assistance accessing the clinic you must bring someone with you. If your speech is impaired, we will require someone to join you as the process requires a lot of two-way communication and feedback.

SEIZURE SUPPORT

If you have seizures, we require that you are accompanied by someone who experienced in supporting you during the seizure.

NO BABIES OR CHILDREN UNDER THE AGE OF 16 ARE ALLOWED IN THE CLINIC. PLEASE NOTE OUR DOG, PNEUMA, IS PRESENT DAILY AT THE CLINIC.

POLICIES

PARTICIPATION POLICIES

• Clients are required to sign a waiver prior to participating in any in-person services.

• Clients are responsible for arranging suitable transportation. We do not have a reception and cannot organise this for clients.

• Clients must be able to access the clinic without help from staff, including getting in and out of vehicles.

• Given the nature of degenerative conditions, clients are responsible of informing staff of any decline/changes, including weight loss prior to attending. Clients must prioritise maintaining a stable weight. We reserve the right to cancel sessions if you do not update us on progression, or have not tracked your food and made the appropriate nutritional changes.

• We expect clients to attend the intro (assessment) session with at least 3 weeks of tracked food data and having made an active effort to meet outlined goals.

• If a clients wishes to bring a practitioner to their appointment(s) prior permission must be granted by Sarah (Clinic Director) in advance in writing (email).

• Calls are to be taken outside the clinic - it is an open space and sound travels, which can be distracting for practitioners and clients. Please be mindful of others.

• Babies, children and pets must not enter into the clinic.

APEX NEURO reserves the right to review the suitability of any client's continued participation with our services. Examples of circumstances that may give rise to a suitability review including ceasing of access to our service include (not limited to):

• Non-engagement with guidance that forms a core component of the programme

• Behaviour towards staff or APEX NEURO clients (including friends or family) that is disrespectful, inappropriate or contrary to the values of this service

• Clinical developments that indicate the service is no longer suitable or safe to continue

INTERACTIONS

• APEX NEURO operates a zero tolerance policy with respect to abusive or inappropriate behaviour directed at staff. This applies regardless of the circumstance, channel of communication or the individual's reason for contact.

• Client-to-client conduct: APEX NEURO expects that any contact between clients including via social media channels in a context that relates to the clinic upholds mutual respect and appropriate boundaries. This includes respecting the other person's boundaries including their right not to respond or limit contact, refraining from personal / intrusive questions and avoiding repeated, excessive or unsolicited contact.

PAYMENT AND REFUND POLICIES

PAYMENT POLICIES

• All sessions must be paid upfront within an allocated time frame (72hrs).

• Weekly appointments are booked in advance in blocks of 8 weeks.

• Intensives are tailored to each person, paid in full in advance.

• Unpaid sessions are not held.

• International payments are subject to exchange rate changes and transfer fee.

• Currently all sessions are self-funded.

• We do not accept health insurance.

• Appointments are not confirmed until payment has been received in full. If you are booking flights/hotels, please wait until your appointments have been confirmed.

REFUND & CANCELLATIONS POLICIES

Refund Policy

Standard Sessions (1.5 hours)

• For "intro" and weekly sessions (1.5 hours in duration) we require 48 hours notice for cancellations.

• If you cancel with less than 48 hours notice, the full session fee will be charged and is non-refundable.

• Cancellations must be submitted via email to clinicmanager@apexneuro.co.uk

Extended Sessions (3 hours or more, including intensives)

• For all appointments 3 hours or more, you are required to give 3 weeks (21 day notice).

• For intensive bookings we require 3 weeks (21 days) notice for cancellations.

• If you cancel with less than 3 weeks notice, the full session fee will be charged and is non-refundable.

• Cancellations must be submitted via email to clinicmanager@apexneuro.co.uk

• Please note that cancellations with insufficient notice may result in the loss of future booking privileges, depending on the circumstances.

• You are responsible for keeping us informed about any changes in symptoms/circumstances prior to your appointments, so we can make an informed decision as to whether the programme and our approach is suitable.

Cancellation Procedure

All cancellations must be submitted in writing via email to clinicmanager@apexneuro.co.uk The cancellation will only be considered valid once you receive a confirmation email from us. If two or more appointments are cancelled consecutively, the remaining appointments may be subject to cancellation.

We understand that many of our clients are navigating challenging circumstances, because of this we must maintain consistent policies to ensure fairness for all our clients. Making exceptions for some while not others would be unfair to those who have followed the same policies facing their own challenges.

Late Policy

Arrival Time: All clients are expected to arrive on time for their scheduled sessions. If you are frequently late for sessions, you may not be able to continue working with us. We ask that clients arrive 5-10minutes prior, and use the waiting area.

Grace Period: A grace period of 15 minutes is allowed from the scheduled start time of your session. If a client arrives more than 15 minutes after the scheduled start time of their session, the session may not proceed. Sessions cancelled due to late arrival are not eligible for refunds or rescheduling.

If you anticipate being late, please contact us as soon as possible by calling the clinic. While this doesn't guarantee that your session will proceed, it helps us manage our schedule more effectively.

For any questions regarding this policy, please contact us at contact@apexneuro.co.uk 

DO YOU HAVE QUESTIONS THAT HAVEN'T BEEN ANSWERED HERE? CONTACT US VIA EMAIL AT CONTACT@APEXNEURO.CO.UK DISCLAIMER: THIS WEBSITE DOES NOT PROVIDE MEDICAL ADVICE

The information, including but not limited to, text, graphics, images and other material contained on this website are for informational purposes only. No material on this site is intended to be a substitute for professional medical advice, diagnosis or treatment.  APEX NEURO practitioners are not registered speech therapists, physiotherapists or medical professionals. Consult your healthcare provider or medical advisor if you are seeking medical advice, diagnosis or treatment.