TERMS & CONDITIONS
Document title: Consumer services terms and conditions – The Key Clinic Ltd.
These terms may have changed since you last reviewed them
These terms were amended in July 2024, for a list of changes and when they were made, please contact us at clientcare@thekeyclinic.co.uk.
Where to find information about us and our services
You can find everything you need to know about us “The Key Clinic Ltd”, and our services on our website or from our staff before you request our services. We also confirm the key information to you in writing either before you book a consultation or before you sign up for one of our therapies, either by email, on our website or within your online account in The Key Clinic Portal.
When you obtain services from us you are agreeing that:
3. The results (if any) of the provision of our services will vary from client to client.
6. You must be truthful and forthcoming to receive the best results from our therapies.
8. We conduct initial screening consultations for all services.
10. Our booked screening and assessment consultations are usually standalone services.
11. The Key Clinic and Supplements
12. We charge you when you request a particular service
13. We're not responsible for delays outside our control
14. We cannot guarantee the reliability of the Key Clinic Portal.
15. All of our quotations are only valid for up to 30 days.
16. How your legal right to “change your mind” applies to our services.
17. You have rights if there is something wrong with your service.
18. You may be able to end an on-going contract with us (find out how).
19. Communicating with your Practitioner
20. We can change our services and these terms
21. We can suspend supply (and you have rights if we do):
23. We don't compensate you for all losses caused by us or our services
24. We use your personal data as set out in our Privacy Policy
25. We are not responsible for any third party links on our website
26. The ways in which you may use the material on our website.
27. You must not share your details for the Key Clinic Portal with anyone else.
28. The information on our website is provided for informational purposes only.
29. Side effects and our services
30. You have several ways to tell us if you are unhappy with the service we have provided to you.
33. Nobody else has any rights under this contract.
34. If a court invalidates some of this contract, the rest of it will still apply.
35. Even if we delay in enforcing this contract, we can still enforce it later.
36. You may serve us notice to end our Services by email, post or by way of our cancellation form.
37. Our neuro developmental assessments and programmes are physical assessments and exercises.
Nothing within our website or within the fulfilment of our services constitutes or is a replacement for medical advice
We are in the business of helping both children and adults thrive by targeting the root cause of their difficulties. Whilst some of our services are delivered by licensed therapists, nothing in these terms, on our website, or in the fulfilment of our services, should be a replacement for, or otherwise constitutes; medical advice. Medical advice should only be sought from your General Practitioner or an appropriately licensed individual before you begin our services and at appropriate intervals during the delivery of our services.
2. We help to support both children and adults, but we are only able to accept service requests from those aged over 18 years.
Whilst we deliver our services to both children and adults, parents and/or legal guardians of children must sign up on behalf of their children in order for them to receive our services.
3. The results (if any) of the provision of our services will vary from client to client.
We deliver therapies to our clients and as such, the effectiveness of our programmes, consultations and assessments depend on a number of factors that are beyond our reasonable control such as the lifestyle of a client, the accuracy of information that is provided to us by a client and the client’s overall compliance with and engagement with the programme (or where it is a child-based programme, the legal guardian or the parent’s commitment alongside the child). Therefore, whilst we make every effort to ensure that your selected programme or service is effective for you, we cannot guarantee any results whatsoever.
4. Our services may not be the best fit for you if you have been, or are in the process of being diagnosed with certain medical conditions.
We unfortunately cannot offer support to anyone who has been diagnosed with, or is in the process of being diagnosed with, any of the following:
Acute suicidal disorder and/or self-harm (we may be able to support this, but require such individuals to be under the direct care of a psychiatrist)
Addiction (within last 5 years)
Non-prescription illegal drug-use
Anorexia (within last 5 years)
Bulimia (within last 2 years)
Bipolar disorder
Motor neurone disease
Personality disorders
Schizophrenia
Acute medical conditionsThis is a non-exhaustive. Please do contact us if you are unsure of whether our services would be the best for you at this time.
5. By requesting our services, you are confirming that you do not have and are not in the process of being diagnosed with the conditions listed in point 4 of these terms.
The services of The Key Clinic may not be suitable for all clients, by accepting these terms and requesting our services you confirm that you do not have any of the conditions linked in point 4 of these terms. If this changes at any time during the delivery of our services you must make us aware immediately and we may, in your best interest, discontinue any services that we are providing to you at that time.
6. You must be truthful and forthcoming to receive the best results from our therapies.
, We rely on the accuracy of the information that you provide to us so that we can recommend and deliver the best and most appropriate therapies for you and your children.
7. You must allow us to speak to your General Practitioner, Psychiatrist (where applicable) and we recommend that when the service is for a child; a contact for the school that the child attends.
In the interest of safeguarding our clients we always request your authority in contacting your General Practitioner (GP), Psychiatrist (where applicable) and school if the service is for the benefit of a child (unless permission is expressly refused by the parent or guardian of a child). You must provide us with this express authorisation otherwise we will be unable to provide you with our services and you must inform us of any details that change part way through you receiving our services.
8. We conduct initial screening consultations for all services.
You will be required to book an initial screening consultation (ISC) in order for our team to gather the necessary information about your child or you, and for us to be able to recommend which of our services would be most appropriate.
9. You must contact us to reschedule or cancel any booked consultations and assessments a minimum of two working days before the scheduled booking.
Our Practitioners make every effort to ensure that they are prepared to carry out personalised services for our clients at their chosen times. We therefore are only able to amend the time slot for any scheduled consultations and assessments a minimum of two working days before any scheduled session. This means that for a Saturday or Sunday booking you must notify us of a cancellation or rescheduled booking during our business hours on a Wednesday. You can cancel or reschedule a consultation by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565. If you cancel or reschedule a consultation or assessment more than three times or without giving two working days of notice, the fee you have paid for this consultation will be none refundable and we may refuse further bookings from you (aside from when you exercise “your legal right to change your mind” subject to point 16 of these terms).
10. Our booked screening and assessment consultations are usually standalone services.
All of our screening and assessment consultation services, unless specified otherwise are standalone services and as such, unless you have signed up for ongoing services (this will always be through an additional agreement with us) none of our services are inclusive of any additional aspects such as supplements that we have suggested, testing or phlebotomists services which are provided by third party providers and are subject to the terms contained within their agreement with you if you choose to purchase any additional products or services. The Key Clinic is also not responsible or liable for any services delivered by any third party entities including labs, testing, phlebotomists or any supplements whether or not these are suggested by our Practitioners. The Client must make their own due and careful enquiries after consulting with a licenced medical practitioner.
11. The Key Clinic and Supplements
The Key Clinic does not provide you with medical advice and as such, any suggestions given by our Practitioners regarding supplements should be considered only with the guidance of your General Practitioner or otherwise, a suitably qualified medical professional prior to taking any supplements. You must always inform your General Practitioner any time you start or stop taking supplements and review use of supplements every three months, especially if you take any other medication or have any allergies and supplements must always be taken in consideration of the guidance and advice given on the applicable supplement description or label.
12. We charge you when you request a particular service
We will charge your selected payment card at the time you make a booking for our services and subject to the terms contained within these terms and conditions or any additional agreement that you have with us. Our payments are operated by way of our third-party payment processors, and you are therefore subject to their terms (from time to time) when using their service; for Stripe, please see for Stripe’s terms and conditions..
13. We're not responsible for delays outside our control
If we are delayed in providing our services and the delay is caused by an event outside our reasonable control, such as personal emergencies of our Practitioners or technical issues; we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565, to end your contract with us and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred (such as partial deliveries of services).
14. We cannot guarantee the reliability of the Key Clinic Portal.
The Key Clinic Portal is an online portal that enables registered clients to access client questionnaires, book appointments, make payments, access reports and communicate with our Practitioners in a secure and confidential manner. As is the case with all online portals and services, we cannot guarantee that the Key Clinic Portal will be available all of the time, but we will let you know of any substantial downtimes (where possible) ahead of time.
15. All of our quotations are only valid for up to 30 days.
If you receive a quotation from us, it will only remain valid for 30 days or the term specified as part of the term (the shorter term of which will prevail) and after this time, we may alter the price of any of our services.
16. How your legal right to “change your mind” applies to our services.
As our services are bought by you online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, if the service has not already commenced. You have 14 days to exercise this right and these 14 days will commence the day after your order is accepted by us. You can't change your mind about an order for services once this has been completed or delivered to you. If you request an assessment or a consultation which is booked during these 14 days, and you do not give us two working days of notice to cancel or reschedule - you waive your right to a full refund of this booking as you will already have access to the Key Clinic Portal, our Practitioner’s time would have been partially spent in preparatory work and your requested time slot is unlikely to be filled by another client. We will always assess cancellations on a case by case basis as we appreciate that some events that cause you to cancel may be outside of your control. If you exercise your right to cancel within the 14 days and the booking is outside of this period, we will process a full refund to you within a reasonable time period. You may let us know by emailing us at clientcare@thekeyclinic.co.uk, by calling +44 (0)1635 761565, or by filling in the online form here.
17. You have rights if there is something wrong with your service.
If you think there is something wrong with the service that we deliver to you, you must contact our Client Care Team. We honour our legal duty to provide you with services that are carried out with reasonable care and skill and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
Summary of your key legal rights
If your product is services, for example all of our Programs, the Consumer Rights Act 2015 says:
You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
18. You may be able to end an on-going contract with us (find out how).
We tell you if, when and how you can end an on-going contract with us (for example, our membership or programmes) during the order process and we confirm this information to you in writing after we've accepted your request, this will always be subject to another agreement with us which will be sent to you by email or available on The Key Clinic Portal. If you have any questions, please contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565.
19. Communicating with your Practitioner
Unfortunately, our Practitioners are unable to respond to frequent or lengthy emails between scheduled appointments. If you have a medical related concern or experience side effects, please note we cannot give you medical advice and as such, please immediately discontinue your use of any supplements, and contact your General Practitioner or otherwise, a suitably qualified medical practitioner and make us aware of such as soon as possible. For all other queries, please contact our team at clientcare@thekeyclinic.co.uk.
20. We can change our services and these terms
We can always change a service:
to reflect changes in relevant laws and regulatory requirements;
to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of our services.
If we make material changes to our services, we'll notify you via email and if you would like to discontinue your use of our services on this basis, you may contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565, to end the contract between us before the change takes effect and you will receive a refund for any part of any services that you've paid for in advance, but not received.
21. We can suspend supply (and you have rights if we do):
We can suspend the supply of a service and we may do this to:
deal with technical problems or make minor technical changes;
update the service to reflect changes in relevant laws and regulatory requirements; or
make changes to the service (see above).
We will contact you in advance to tell you if we're suspending supply of a particular service unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply of our services for more than 30 days you can contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565, to end your contract with us and we'll refund any sums you've paid in advance for services that you won't receive.
22. We can end our contract with you and cease to provide you with any further services for a number of reasons.
We can end our contract with you for a service and claim any compensation due to us if:
You don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service such as access to your General Practitioner’s details and your psychiatrist’s details (where applicable).
You repeatedly attend your appointments with us late or continuously cancel appointments in violation of our cancellation policy.
You miss one or more of your payments due to us.
You develop or diagnosed with a medical condition which may make our services unsuitable for you.
You behave aggressively or use inflammatory, racist, discriminatory or otherwise offensive language towards our Practitioners or Client Experience Team.
23. We don't compensate you for all losses caused by us or our services
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
Avoidable. Something you could have avoided by taking reasonable action. For example, you failing to cancel an appointment with us in adherence with our two working day cancellation policy.
A business loss. It relates to your use of a service for the purposes of your trade, business, craft or profession.
24. We use your personal data as set out in our Privacy Policy
How we use any personal data you give us is set out in our Privacy Policy.
25. We are not responsible for any third party links on our website
You must exercise your own discretion when using any links on our website as we provide you with links for informational purposes and do not hold any affiliation with any third parties that we link on our website. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources. Once you have visited a third party website you are subject to their terms and conditions, and we cannot attest to the accuracy or completeness of the information provided by them.
26. The ways in which you may use the material on our website.
We are the owner or the licensee of all intellectual property rights in our site and The Key Portal, and in the material published on it. These works are protected by copyright laws and treaties around the world. All such rights are reserved.
27. You must not share your details for the Key Clinic Portal with anyone else.
You are responsible for the safekeeping and use of your personal login to the Key Clinic Portal, if you feel that your login information has been compromised, please change your password. If you are unable to access the Key Clinic Portal, please contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565, who will do their best to assist you.
28. The information on our website is provided for informational purposes only.
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site. We make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
29. Side effects and our services
Provided that, The Key Clinic makes you aware of any possible side effects prior to the commencement of our services we are unable to take any liability for any side effects that you or your child may experience. If you/your child do experience any side effects whatsoever, please do make us aware and discontinue your use of our programs until you/your child have received adequate medical advice from your GP or otherwise a suitably qualified medical practitioner. Please see a list of side effects.
30. You have several ways to tell us if you are unhappy with the service we have provided to you.
Our complaints policy. Our Client Care Team will do their best to resolve any problems you have with us or our services as per our Complaints policy:
We are committed to providing an excellent standard of service to our clients. We value feedback from clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it. You may submit your complaint to us in writing by way of email to clientcare@thekeyclinic.co.uk. We will acknowledge your complaint in writing within 5 working days of receiving it and thereafter, we will provide you with a formal response within 20 working days of this acknowledgement. If the complaint is not resolved once you have received our formal response, it may be referred to the courts.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
31. If you are booking a service with us other than a consultation or an assessment, there are always other terms that apply to your agreement with us.
If you are booking any of our programmes, there is always a separate agreement that you will have to sign before the commencement of these services. If the terms of that agreement and these terms conflict for any reason, the additional contract will supersede the terms contained within this agreement. All signed contracts for programmes or memberships can be requested by contacting us at clientcare@thekeyclinic.co.uk or are otherwise accessible within The Key Clinic Portal.
32. We can transfer our contract with you, so that a different organisation is responsible for supplying your service to you.
We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Client Care Team by emailing us at clientcare@thekeyclinic.co.uk or by calling +44 (0)1635 761565, to end the contract within 30 days of us telling you about it and we will refund you any payments you've made in advance for services not provided.
33. Nobody else has any rights under this contract.
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
34. 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.
35. Even if we delay in enforcing this contract, we can still enforce it later.
We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
36. You may serve us notice to end our Services by email, post or by way of our cancellation form.
Any notice or other communication given to us must be in writing and shall be delivered by email at clientcare@thekeyclinic.co.uk.
Any notice or other communication shall be deemed to have been received:
(i) email, at the time of transmission, or, if this time falls outside business hours in the place of receipt, when business hours resume. In this clause 12.8(b)(i), business hours means 9.00am to 5.00pm Monday to Friday on a day that is not a public holiday in the place of receipt.
This term does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any other method of dispute resolution.
37. Our neuro developmental assessments and programmes are physical assessments and exercises.
To carry out our services in person, our practitioners need to be able to touch your child to properly perform the exercises and assessments.
Model Cancellation Form for consumer customers
(Complete and return this form only if you wish to withdraw from the contract)
To The Key Clinic Ltd of 36 Devonshire Place, Westminster, London, W2 6JR.
I hereby give notice that I cancel my contract of sale of the following services:
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Ordered on: [DATE ORDERED]
Received on: [DATE RECEIVED]
Name of consumer:
Address of consumer:
Signature of consumer: (only if this form is notified on paper):
Date:
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