Payment Terms and Cancellation Policy

1. About these terms

These Payment Terms & Cancellation Policy apply to coaching, psychoeducation programmes, digital resources and related services supplied by Kindred Neurodiversity (“we”, “us” or “the Coach”).

They should be read alongside:

  • the relevant invoice, pro-forma invoice, checkout page or booking confirmation;

  • the Client Coaching Agreement, where applicable;

  • our Privacy Notice; and

  • any written agreement with an employer, Access to Work participant or other funding organisation.

If there is a conflict between these terms and a written employer/Payer agreement, the written employer/Payer agreement takes priority in relation to payment and invoicing only. The Client Coaching Agreement continues to govern coaching confidentiality, consent and the coaching relationship.

2. Definitions

In these terms:

  • Client means the individual receiving coaching, psychoeducation or related support.

  • Payer means the person, employer or organisation named on the relevant invoice as responsible for payment.

  • Funder means the Department for Work and Pensions (“DWP”), an employer, insurer, charitable funder or another third party that may contribute to the cost of services.

  • Access to Work or AtW means the DWP Access to Work scheme.

  • Session means one live coaching appointment of the duration specified in the relevant package, invoice or booking confirmation.

  • Business Day means Monday to Friday, excluding public holidays in England.

A Funder is not automatically the Payer. The Payer is the person or organisation identified on the relevant invoice or written agreement.

3. Services and current prices

Current services and prices are shown on the relevant sales page, checkout page, booking page, pro-forma invoice or invoice. Unless stated otherwise, prices are in pounds sterling.

Our current standard services may include:

  • Introductory call: 30 minutes, free of charge.

  • Self-led psychoeducation programme: £250, or any promotional price clearly shown at checkout.

  • Self-funded focus session: one 60-minute session for £65.

  • Self-funded core package: six 60-minute sessions for £360.

  • Self-funded discovery package: twelve 60-minute sessions for £720.

  • Bespoke Access to Work, grant-funded or employer-funded coaching: quoted individually, normally from £95 per 60-minute session.

Where a package, rate, session duration or delivery arrangement differs from the standard list above, the rate and arrangement shown in the written quote, pro-forma invoice or invoice apply.

Kindred Neurodiversity is not VAT registered. No VAT is charged unless our VAT status changes and we notify you in writing.

4. Payment arrangements

Self-funded coaching

Unless we agree otherwise in writing, self-funded coaching and prepaid packages must be paid in full before the first session is booked or delivered.

Payment may be made by BACS bank transfer, Stripe or another method clearly shown at checkout or on the invoice.

Employer-funded, grant-funded and Access to Work coaching

For employer-funded, grant-funded and Access to Work arrangements, the payment route will be confirmed in writing before coaching starts.

The usual routes are:

  1. Upfront payment and reimbursement: The Payer pays the pro-forma invoice in full by BACS or another agreed method. Once cleared payment is received, Kindred Neurodiversity issues a paid receipt and releases the Client’s booking access. After the programme, or at an agreed reporting point, we issue a statement of sessions actually delivered.

  2. Agreed monthly billing or direct-payment route: This route applies only where Kindred Neurodiversity and the Payer have agreed it in writing. We issue invoices for services delivered during the relevant billing period. The Payer is responsible for submitting invoices and supporting evidence through the relevant portal or claims process by the applicable deadline.

Where we ask the Payer to upload an invoice through a funding portal, or to submit invoices as part of an Access to Work claim, please do so within seven calendar days of receipt, or by any earlier deadline stated by DWP or the relevant Funder. If an invoice remains unpaid or a required claim is not submitted, we may pause future sessions after giving reasonable written notice.

Payment due dates

The due date will be shown on the invoice or pro-forma invoice. If no date is stated, payment is due on receipt.

BACS payments are treated as received only when cleared funds appear in our bank account. Please use the invoice number as the payment reference.

5. Access to Work and third-party funding

Kindred Neurodiversity welcomes Clients using Access to Work and other third-party funding. However:

  • Reimbursement depends on the Client’s individual award, eligible support, funding limit, award period, claim process and evidence requirements.

  • We cannot guarantee that DWP or another Funder will approve, reimburse or pay any invoice.

  • The Payer remains responsible for the agreed charges, including any amount not reimbursed by a Funder.

  • The Payer must ensure that the support purchased, rate, number of hours/sessions and delivery dates match the relevant award or funding approval.

  • The Client and/or Payer must tell us promptly if funding is reduced, withdrawn, delayed, expires, changes provider requirements or no longer covers the agreed service.

For Access to Work reimbursement arrangements, we normally provide:

  • A pro-forma invoice before payment.

  • A paid receipt after cleared payment.

  • A statement of completed sessions after delivery, or at an agreed reporting point.

These documents evidence our service and payment records. They do not amount to a guarantee of reimbursement by DWP or any other Funder.

6. Cancellations and rescheduling

Client cancellations and rescheduling

The Client may cancel or request to reschedule a live coaching session with at least 48 hours’ notice.

Where at least 48 hours’ notice is given, we will make reasonable efforts to offer an alternative appointment, subject to availability and the applicable package/funding period.

A session may normally be rescheduled a maximum of two times. After two reschedules, the session may be treated as used unless we agree otherwise in writing.

Late cancellation and non-attendance

If the Client cancels with less than 48 hours’ notice, arrives too late to make the session workable, or does not attend, the session will normally be treated as used and charged at the agreed rate.

This applies whether the coaching is self-funded, employer-funded or funded through Access to Work, unless we agree an exception in writing.

Whether a late-cancellation or non-attendance charge is eligible for reimbursement is determined by the relevant Funder and the individual award. Any amount not reimbursed remains payable by the Payer.

Exceptional circumstances

We may waive or vary the late-cancellation charge where there are serious, unexpected or unavoidable circumstances. Any such decision is at our reasonable discretion and does not create an ongoing entitlement.

Coach cancellations

If Kindred Neurodiversity needs to cancel a session, we will offer a priority reschedule. If we cannot provide a suitable alternative, we will refund any payment already made for that undelivered session or credit it against another session, at the Client’s or Payer’s preference where practical.

7. Session validity and funding periods

Unless otherwise agreed in writing, prepaid sessions must be used within six months of the first session.

For Access to Work, employer-funded or grant-funded coaching, sessions must also be delivered within the relevant award or funding period. Where the six-month period and the funding period conflict, the earlier end date applies unless the Funder and Kindred Neurodiversity agree otherwise in writing.

We are not responsible for unused sessions where the Client, Payer or Funder does not arrange sessions in time, subject to any legal rights that apply.

8. Refunds

Live coaching and prepaid packages

Prepaid sessions are not routinely refundable once coaching has started, except where required by law or where Kindred Neurodiversity agrees that exceptional circumstances justify a refund.

If we agree an exceptional refund for a package:

  • Sessions already delivered will be recalculated at the applicable individual-session rate in force on the original purchase date.

  • Any late-cancellation or non-attendance sessions treated as used will be included in that calculation.

  • Any remaining balance will be refunded to the original payment method, where possible.

  • We will confirm the calculation in writing before issuing a refund.

If a Payer is entitled to a refund under a written employer or funding agreement, that agreement applies.

Digital products and self-led programmes

Digital content is supplied electronically and may include videos, worksheets, downloadable resources, programme materials and online access.

Consumers generally have a 14-day right to cancel a distance contract. However, where you ask us to begin supplying digital content immediately, you may lose that cancellation right once supply begins. Before we provide immediate access, we will ask you to:

  1. expressly request immediate access; and

  2. acknowledge that you lose your 14-day right to cancel once supply begins.

We will confirm that request and acknowledgement in your purchase confirmation. This does not affect any statutory rights you may have if digital content is faulty, not as described or otherwise does not meet legal standards. UK consumer guidance explains that early supply of digital content requires express consent and acknowledgement that the cancellation right is lost.bromley+1

9. Pausing or ending coaching

Either the Client or Kindred Neurodiversity may ask to pause or end coaching by giving at least seven calendar days’ written notice, unless a shorter notice period is appropriate because of safety, professional boundaries or serious circumstances.

On termination:

  • Fees for sessions already delivered remain payable.

  • Late-cancellation or non-attendance charges already incurred remain payable.

  • Any unused prepaid sessions will be handled under section 8 and any applicable funding arrangement.

  • For funded packages, we may issue a final statement of sessions delivered.

  • We may pause or end coaching where payment is overdue, funding has ended, the working relationship is no longer appropriate, or continued work would be outside the scope of coaching. Where appropriate, we will signpost alternative support.

10. Confidentiality and employer-funded coaching

Where an employer or other organisation pays for coaching, that payment does not entitle the Payer or Funder to access coaching notes, session recordings, transcripts, reflections, assessment responses or other confidential Client information.

We may provide limited administrative information needed for invoicing and funding evidence, such as:

  • client name;

  • invoice number;

  • Access to Work reference;

  • dates/duration/status of sessions; and

  • total hours and amounts delivered.

We will not provide coaching content, personal reflections, health information, neurodivergence-related information or session notes to an employer or Funder unless the Client has given explicit written permission, disclosure is required by law, or disclosure is necessary to prevent serious harm.

11. Data protection

We process personal information in accordance with our Privacy Notice. Where coaching involves information about health, disability or neurodivergence, this may be special-category personal data requiring additional protection under UK GDPR. The ICO identifies health-related information as special-category data.ico.org

Recording, transcription and AI-assisted summaries are optional and governed by separate, specific consent arrangements. The Client can choose not to be recorded or can ask for recording/transcription to be paused or stopped for future sessions.

12. Contact and complaints

For questions about payment, cancellation, invoices or refunds, contact: jules@kindredneurodiversity.co.uk

Please raise concerns as soon as possible so that we can try to resolve them fairly and promptly.