Terms and conditions

1. About our Services
   1. We offer virtual ADHD and Autism assessments for individuals residing in England, Scotland, and Wales. Our services are available for purchase, providing easy and timely access to National Institute for Health and Care Excellence (NICE) compliant assessments. Additionally, we offer SpecialistLed Support sessions and psychoeducation to ensure comprehensive care and guidance following a diagnosis.
   2. Please read these terms and conditions before you complete our contact form on the link below. All our services are provided in the English language. We can provide our service in other languages for an additional cost.
   3. Xyla is a trading name of ICS Operations Ltd (Registered No 4793945). We are regulated by the Care Quality Commission (registration No is 1- 9346113699) and are VAT registered No 676285493.
2. Booking Process
   1. To book your assessment, there is two stage process. First you must complete the contact form below.
   2. Once we receive your completed form; our advisor will call you and provide a free consultation. During the consultation, we will discuss your needs and eligibility for the service. You will be sent all your information via a secure text link, please read carefully through all the information and ensure that all your details are correct.
   3. If you are happy to proceed, you will make the payment via the secure link to finalise your Assessment booking. Once payment has been received, you will then receive a text message with confirmation of the date and time for the Assessment and our welcome pack; including all our key information for the service.
3. Delays
   1. If your appointment is delayed due to an event outside our control, we will inform you as soon as possible and try to reduce the delay. We won’t compensate you for the delay, but if the delay is over 30 days you can contact our Customer Service Team for a full refund.
4. Accuracy of Information
   1. If we request your personal health history information, you are expected to provide an accurate physical and mental health history to the best of your knowledge. Please let us know at the earliest opportunity of any change of circumstance to your general health. If you require further clarity on any request for information, please contact our Customer Service Team on 0330 818 6398 or send an email to enquiries@xylahealth.com.
5. Right to change your mind
   1. You have 14 days after booking confirmation to change your mind. We understand that you may need to amend or change your appointment. If you need to change your booking you can contact us by phone or email as provided in your welcome pack.
   2. Please note, if your appointment is within 14 days of the booking confirmation, you will still be liable to pay for the assessment.
   3. Unfortunately, refunds can only be offered where the assessment is cancelled within 14 days of the booking confirmation and no service has been provided.
   4. How to let us know and what happens next. If you change your mind, contact our Customer Service Team: on 0330 818 6398 or email enquiries@xylahealth.com.
6. Rescheduling
   1. When clients book an appointment, they are reserving the clinician’s time exclusively for their assessment.
   2. If you cannot make your appointment, please let us know by phone on 0330 818 6398 or send an email to enquiries@xylahealth.com.
   3. Should you decide not to go ahead with an assessment or intervention from Xyla, we require at least 48 hours notice. If however, life events mean that an appointment needs to be rescheduled, this can be accommodated.
   4. We are only able to reschedule twice, at which point we reserve the right to withdraw the service.
   5. To reschedule with less than 48 hours’ notice will incur a charge of 25% of the assessment fee. If less than 24 hours’ notice is given, then 50% charge will be charged (Rebooking of a Monday appointments must be given by 12pm on the Thursday before).
7. You have rights if there is something wrong with your assessment
   1. If you think there is something wrong with your Assessment or if you wish to discuss any issues with your Assessment, please contact our Customer Service Team: 0330 818 6398 or email enquiries@xylahealth.com and they will guide you through our Appeals process.
8. We can change services and these terms
   1. We can always change our service.
   2. To reflect changes in any relevant laws and regulatory requirements; for example, if there are stricter regulations that impose new requirements for certification; and
   3. To make minor technical adjustments and improvements, for example to address a security threat. These changes should not affect your use of the service.
   4. If we need to make any changes to the service, we will notify you in advance. If you need to discuss any change, please contact our Customer Service Team on 0330 818 6398 or email enquiries@xylahealth.com.
9. We can suspend our assessment services to:
   1. Deal with technical problems or make minor technical changes.
   2. Update the service to reflect changes in relevant laws and regulatory requirements; or
   3. To make changes to the service.
10. We can reschedule our appointment with you
    1. We can reschedule a booking. If we need to reschedule your appointment, you will be offered an alternative appointment.
11. We can cancel our booking with you
    1. We can cancel our booking:
       1. If you don’t within a reasonable time of us asking for it, provide us with information, cooperation, or any access that we need to provide the service, for example, the questionnaire;
       2. If you exhibit any form of discriminatory, threatening, or abusive behaviour. In such cases we reserve the right to refuse or withdrawal our service.
    2. At any time, for any reason including but not limited to operational requirements, or business considerations. In the event of such withdrawal, we will provide a refund.
12. We don’t compensate you for all losses caused by us or our services
    1. We’re responsible for direct losses you suffer caused by us breaking this contract unless the loss is:
       1. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable).
       2. Caused by a delaying event outside our control. If we have taken the steps set out in the section We’re not responsible for delays outside our control.
       3. Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
13. We use your personal data as set out in our Privacy Notice
    1. We will process your personal data in accordance with our Privacy Notice. Please read our Privacy notice.
14. What to do if you are unhappy with our service
    1. Our complaints policy. Our Customer Service Team will do their best to resolve any issues you have with us or our services as per our Complaints policy.
15. Other important terms apply to our contract
    1. Nobody else has any rights under this contract. This contract is between you and us and no other person/organisation.
    2. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    3. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.