1. General Information

• Speech Therapy & Associates (trading as Speech Therapy & Reconnection), is a speech and language therapy practice offering assessment, intervention, and support services. Our policies are designed to ensure transparency, professionalism, and a high-quality experience for all clients.

2. Booking and Attendance

• Session Bookings: All therapy sessions must be booked in advance. Sessions are subject to therapist availability.
• Regular Attendance: Clients are expected to attend at least 80% of their scheduled sessions each month to ensure steady progress.
• Non-Attendance: If you are unable to attend a session, we require at least 24 hours’ notice. Missed sessions without proper notice will be charged for in full. (See section 3 below)

3. Cancellations, Missed Sessions and Rescheduling

• All cancellations made at least 24 hours prior to your confirmed time will be eligible for a full refund.
• Appointments not cancelled, referred to as DNA – Did Not Attend, will be charged in full.
• Cancellations made within 24 hours of your appointment will result in the fee being held as credit, valid for 7 days. If the credit is not used within 7 days, it will expire and is not eligible for a refund.
• Therapist Cancellations: If a therapist cancels a session, we will reschedule or provide a refund as appropriate.

5. Payment & Refund Policy

Payments

• Payment Methods: Payments for therapy sessions must be made in advance, at the time of booking, via our designated online payment platform. Non-therapy related services, such as comprehensive reports, workbooks and resources will be invoiced to you and payments can be made into our designated bank account.
• No In-Person Payments: Payments in person (cash or EFT) are not accepted.
• Invoices and Receipts: Invoices will be sent via email, and receipts are available upon request.

Refunds

• Refunds for unused sessions will be issued upon written request, minus any applicable administrative fees. Refunds will only be considered if a request is made 24 hours prior to the session.
• Missed sessions due to client non-attendance without the 24 hour notice will not be refunded.

Cancellation Refunds

• If you cancel your appointment at least 24 hours prior to the scheduled time, you are eligible for a full refund to your original payment method.
• If you cancel within 24 hours of your scheduled session, the fee paid will be held as credit with STAR Space. This credit can be used to reschedule and book a new session within 7 days. If the credit is not used within 7 days, it will expire and is not eligible for a refund.
• To cancel your appointment, please email admin@star-space.co.nz at least 24 hours prior to your appointment.

5. Privacy & Confidentiality

• Data Security: All client information is securely stored in compliance with confidentiality standards.
• Information Sharing: No client information will be shared without explicit written consent.
• Tele-therapy Privacy: Families are encouraged to use a secure and stable internet connection during tele-therapy sessions to maintain confidentiality.

6. Tele-therapy

• Online Sessions: Tele-therapy sessions are conducted via Zoom. Links will be sent in advance of each session via email 2 days in advance of each session
• Technical Requirements: Clients must have a stable internet connection, a quiet space, and appropriate devices for tele-therapy
• Missed Sessions: Technical difficulties on the client’s end that lead to a missed session may not be rescheduled or refunded.

7. Expectations During Sessions

• Active Participation: Clients and families are expected to actively participate in therapy sessions to ensure the best outcomes.
• Environment: For tele-therapy, ensure a quiet, distraction-free environment.
• Termination of Sessions: STAR Space reserves the right to terminate sessions if safety, respect, or participation expectations are not met.

8. Liability

STAR Space is not liable for:

• Any loss or damage resulting from the misuse of services or failure to follow therapist recommendations.
• Technical issues during tele-therapy sessions that are beyond STAR Space’s control.

9. Additional Fees

• Travel Fees: For in-person appointments requiring clinician travel (for example, to your home or place of work), you will be invoiced for travel time as well as mileage after your session. This invoice must be paid within 2 days of the invoice date. Refer to the payment schedule for travel fees.

10. Changes to Policies

• STAR Space reserves the right to update these terms and policies at any time. Clients will be notified of significant changes via email or through updates on our website.

12. Contact Us

For questions or concerns regarding these terms and policies, please contact us at:

• Email: admin@star-space.co.nz
• Phone: 027 484 3317 
• Contact Us Form

If you have any questions, please contact us at admin@star-space.co.nz.