Terms & Conditions
These Terms & Conditions apply to services provided by Robert Brooks, trading as Sutton Dyslexia Practice. By booking or commissioning a service, clients agree to these Terms & Conditions alongside any specific arrangements confirmed at the time of booking. Services may include dyslexia and literacy screening, numeracy and maths support, specialist dyslexia teaching, SEND Advice & Consultation and exam access arrangement assessment services.
1. Booking and Payment
Fees applicable to each service will be confirmed before booking. Dyslexia and literacy screening and SEND Advice & Consultation appointments are normally paid for in advance.
Teaching sessions, including specialist dyslexia teaching and numeracy and maths support, may be booked on a pay-as-you-go basis or, where offered, as a prepaid block of sessions.
Payment arrangements will be confirmed before booking.
For pay-as-you-go teaching sessions, invoices are normally issued following each session and are payable within 7 days.
Where a prepaid block of teaching sessions is purchased, payment is required in advance.
Any specific terms relating to the block, including the number of sessions and price, will be confirmed at the time of booking.
No late-payment fee is normally charged. However, where payment remains outstanding, further sessions or services may be paused until the outstanding balance has been paid.
Where work is commissioned by a school, college or other organisation, including exam access arrangement work, fees and payment arrangements may be agreed separately with the organisation.
Fees may be reviewed from time to time. Any changes will be communicated before they apply. A fee already agreed and paid for a particular service will not be increased retrospectively.
2. Consumer Cancellation Rights
Where a service is booked remotely, for example online, by email, telephone or messaging, statutory consumer cancellation rights may apply.
Consumers will normally have 14 days from entering into the contract in which to cancel without giving a reason.
Where a client asks for a service, including any agreed preparatory work, to begin during the 14-day cancellation period, they will be asked to expressly request this.
If the client subsequently cancels after the service has begun, they may be required to pay a proportionate amount for work already provided.
Where a service has been fully completed during the cancellation period following the client's express request, the statutory right to cancel may end once the service has been fully performed, subject to applicable legal requirements.
Nothing in these Terms & Conditions affects a client's statutory consumer rights.
3. Dyslexia & Literacy Screening
Dyslexia and literacy screening is intended to help identify a learner's strengths, areas of difficulty and indicators that may be associated with dyslexia. It can also help identify appropriate support, recommendations and possible next steps.
Dyslexia and literacy screening does not constitute a formal diagnostic assessment and does not provide a diagnosis of dyslexia.
Screening activities and measures will be selected according to the learner's age, needs, background information and reason for referral. The exact screening content may therefore vary between learners.
Where a written screening report forms part of the service, Sutton Dyslexia Practice aims to provide this within 10 working days of the screening appointment. If additional information is required or there is an unexpected delay, the client will be kept informed.
Recommendations are based on the information available and the findings at the time of screening. They are intended to provide practical guidance for home and education and to support decisions about appropriate next steps.
Schools, local authorities and other organisations remain responsible for their own decisions and are not required to implement a particular recommendation.
4. Reports, Documents and Subsequent Use
Screening reports will normally be provided to the parent/carer or other client who commissioned the service.
Clients are free to share reports with schools or other relevant professionals as they consider appropriate.
The screening fee does not include meetings or extended professional liaison with schools or other professionals. Where additional professional consultation is requested, this may be arranged separately and may incur an additional fee.
Brief incidental communication may be provided at the discretion of Sutton Dyslexia Practice without an additional charge.
Factual or administrative errors in reports will be corrected without charge.
Where significant new information is provided after screening has been completed, further review or substantial amendments will be considered individually and may require additional professional time and an additional fee. Any fee will be agreed before further work is undertaken.
Sutton Dyslexia Practice is responsible for the content of reports and documents as originally issued. Responsibility cannot be accepted for amendments, alterations or additions subsequently made by another person.
Sutton Dyslexia Practice is also not responsible for summaries, interpretations, recommendations or other documents subsequently produced by third parties using information from a report, including material generated or assisted by artificial intelligence (AI) tools.
Where findings or recommendations are reproduced or interpreted elsewhere, the original report should be referred to for their full context.
A document subsequently produced or amended by a parent/carer, school, professional, AI system or other third party must not be represented as having been written, reviewed or endorsed by Sutton Dyslexia Practice unless this has expressly been agreed.
5. Teaching Services
Specialist dyslexia teaching is tailored to the learner's individual profile, strengths, areas of difficulty and progress.
Numeracy and maths support is individually planned around the learner’s strengths, areas of difficulty, learning needs and progress.
Teaching may be booked on a pay-as-you-go basis or, where offered, as a prepaid block of sessions.
Regular teaching slots are offered by mutual agreement and subject to availability.
Parents/carers may end teaching at any time and are asked to provide reasonable notice where possible.
Where a prepaid block has been purchased and teaching subsequently ends, any unused sessions will normally be refunded. Where a discounted block rate has been applied, sessions already delivered may be recalculated at the standard session rate applicable when the block was purchased, with any remaining balance then refunded. This does not affect any statutory cancellation rights that may apply.
Sutton Dyslexia Practice may need to pause or end teaching because of changes in availability, persistent difficulties maintaining regular attendance, outstanding invoices, or where teaching is no longer considered appropriate or beneficial for the learner.
Where reasonably possible, this will be discussed with the parent/carer and appropriate notice provided.
6. Cancellations, Rearrangements and Missed Appointments
Sutton Dyslexia Practice aims to take a reasonable and flexible approach to cancellations, recognising that illness, family circumstances and other unexpected events can arise.
Clients are asked to provide as much notice as reasonably possible when a session or appointment needs to be cancelled or rearranged. Teaching sessions will normally be rearranged where mutually convenient, and there is no automatic cancellation charge.
Screening and SEND Advice & Consultation appointments can also normally be rearranged without an additional charge.
Where cancellations, rearrangements or missed appointments become frequent, arrangements may need to be reviewed. For teaching sessions, this may include reviewing whether a regular teaching slot can continue to be reserved.
Where a client repeatedly misses appointments without reasonable notice, Sutton Dyslexia Practice reserves the right to decline further bookings.
7. If Sutton Dyslexia Practice Needs to Cancel or Shorten a Session
If Sutton Dyslexia Practice needs to cancel an appointment, an alternative date or time will be offered wherever possible.
Where a prepaid screening, consultation or other appointment cannot be rearranged to a mutually suitable time, the relevant fee will be refunded.
If a teaching session is significantly shortened because of circumstances on the part of Sutton Dyslexia Practice, reasonable arrangements will be made to provide the significant remaining time at a mutually convenient time or, where appropriate, provide a proportionate refund or credit.
8. Late Arrival
Where a learner or client joins an appointment late, the session will normally still finish at the originally agreed time.
Where possible, the session may be extended at the discretion of Sutton Dyslexia Practice, but this cannot be guaranteed.
Reasonable flexibility will be exercised where genuine technical difficulties affect an online appointment.
9. Online and Face-to-Face Services
Online services are delivered using an agreed video-conferencing platform.
Clients are responsible for having a suitable device, adequate internet connection and an appropriate environment in which to participate.
Where significant technical difficulties prevent an online appointment from taking place or substantially reduce the available time, reasonable efforts will be made to rearrange the appointment or provide any significant remaining time at a mutually convenient time.
For children and young people participating online, a responsible adult should be contactable and reasonably available during the session where appropriate to the learner's age and needs.
Where a service is provided face-to-face at a client's home or another agreed location, the environment should be suitable and reasonably safe for the service to take place.
10. Working With Children and Young People
The parent/carer commissioning a service for a child or young person should have appropriate authority to arrange the service and provide relevant information about them.
Where appropriate, the nature and purpose of the work will be explained to the learner in a way appropriate to their age and understanding.
The learner's wellbeing will be respected throughout.
Where a learner becomes distressed, unwell or is otherwise unable to participate meaningfully, a session may be paused, adapted or ended.
Appropriate arrangements will then be considered for any remaining work.
11. Information Provided by Clients
Parents, carers and other clients are asked to provide relevant and accurate background information that may help inform screening, teaching sessions, consultation or other services.
This may include previous assessment or screening information, educational history, existing diagnoses, current support and relevant professional reports.
Professional conclusions and recommendations are based on the information available at the time.
Significant information that was unavailable, withheld or provided later may affect the interpretation of findings or recommendations.
12. SEND Advice & Consultation
SEND Advice & Consultation provides professional educational and SEND guidance based on the information available and the circumstances discussed.
An initial enquiry call may be offered to help establish whether a full consultation is likely to be appropriate. This is not intended to constitute a full consultation or provide detailed case advice.
Where appropriate, a limited number of relevant documents may be reviewed in advance to help make a consultation as focused and useful as possible.
Where more extensive document review or additional professional work is required, any additional fee will be discussed and agreed before that work is undertaken.
Advice is intended to help parents and carers understand their options and consider possible next steps. Decisions about how to proceed remain with the parent/carer.
SEND Advice & Consultation provides educational and SEND guidance and does not constitute legal advice.
Sutton Dyslexia Practice cannot guarantee a particular decision or outcome from a school, local authority or other organisation.
13. Exam Access Arrangements
Exam access arrangement assessment services are undertaken in accordance with the applicable Joint Council for Qualifications (JCQ) Access Arrangements and Reasonable Adjustments regulations.
The decision about whether an external assessor may undertake an assessment for a candidate rests with the school or college. A centre may use its own appropriately qualified assessor or have other established arrangements and is not required to use an external assessor.
Where Sutton Dyslexia Practice is appointed to undertake assessment work, appropriate liaison with the school or college must take place and the requirements applicable to external assessors must be met before assessment.
A privately commissioned access arrangements assessment undertaken without the involvement of the candidate's school or college cannot itself be used to award examination access arrangements where the applicable regulations require centre involvement.
An assessment does not guarantee that a particular access arrangement will be awarded.
Decisions about appropriate access arrangements are made by the school or college in accordance with the applicable regulations and taking account of relevant evidence, including the candidate's needs and normal way of working.
14. AI-Assisted Transcription and Note-Taking
AI-assisted transcription or note-taking functionality may be used during online services to support professional note-taking, lesson evaluation, planning and continuity of support.
Clients will be informed where this functionality is used. A client who would prefer AI-assisted transcription or note-taking not to be used may request that notes are taken manually instead.
AI-generated material is used to support, rather than replace, professional judgement.
Further information about how personal information is processed and retained is provided in the Privacy Notice.
Sessions will not normally be separately audio or video recorded and retained unless this has been specifically discussed and agreed in advance.
15. Resources and Materials
Resources and materials provided as part of teaching sessions, screening or other services are intended for the learner's personal educational use unless otherwise stated.
Copyright in original resources created by Sutton Dyslexia Practice remains with Robert Brooks unless otherwise stated.
Commercially published resources remain subject to the copyright and licensing terms of their respective publishers.
Resources must not be reproduced, distributed, published or used commercially where doing so would infringe copyright or applicable licensing conditions.
16. Professional Scope and Ending Services
Sutton Dyslexia Practice reserves the right to decline, pause or discontinue a service where it is reasonably considered that:
the requested work falls outside the practitioner's professional scope;
the service would not be appropriate for the learner or client;
necessary information or professional involvement cannot be obtained;
professional or safeguarding concerns arise;
invoices remain outstanding; or
it is otherwise not reasonably possible to provide the service appropriately.
Where possible, the reason will be explained and, where appropriate, alternative sources of support or possible next steps may be suggested.
Where advance payment has been made for a service that Sutton Dyslexia Practice subsequently cannot provide, appropriate arrangements will be made for rearrangement, credit or refund as appropriate.
17. Data Protection and Confidentiality
Personal information is handled in accordance with applicable data-protection legislation and the Sutton Dyslexia Practice Privacy Notice.
Information will not normally be shared with third parties without an appropriate basis for doing so.
There may, however, be circumstances where information needs to be shared without consent, including where this is necessary because of a safeguarding concern or legal requirement.
Professional records and other personal information will be retained only for as long as there is an appropriate legal, regulatory, professional or operational reason to retain them.
Further information about the collection, use, storage, sharing and retention of personal information is provided in the Privacy Notice.
18. Safeguarding
The welfare and safety of children and young people are taken seriously.
If information is disclosed or concerns arise that indicate that a child, young person or another person may be at risk of harm, Sutton Dyslexia Practice may need to share relevant information with appropriate safeguarding professionals or authorities.
Where appropriate and safe to do so, this will normally be discussed with the parent/carer or client.
Confidentiality cannot be guaranteed where there is a safeguarding concern or another legal obligation to disclose information.
19. Concerns and Complaints
If a client has a concern about a service provided, they are encouraged to raise it with Sutton Dyslexia Practice in the first instance so that there is an opportunity to address the matter.
Further information about how concerns and complaints are handled is available in the Complaints Procedure.
Nothing in these Terms & Conditions restricts a client's statutory rights.
20. Changes to These Terms
These Terms & Conditions may be updated from time to time to reflect changes to services, professional requirements, technology or applicable legislation.
The terms applicable to a particular booking will normally be those provided or made available when the service is agreed, unless a subsequent change is required by law or expressly agreed.
Starting a Service During the 14-Day Cancellation Period
Where a client would like an appointment or agreed preparatory work to begin within the statutory 14-day cancellation period, Sutton Dyslexia Practice may ask them to confirm:
“I would like Sutton Dyslexia Practice to begin providing the service during the 14-day cancellation period. I understand that if I subsequently cancel after the service has begun, I may be required to pay for the proportion of the service already provided, and that my cancellation right may end once the service has been fully completed.”
This confirmation can be provided by email or another appropriate written method.
Model Cancellation Form
This form may be used to cancel a service where the statutory cancellation right applies.
Clients do not have to use this form and may instead provide a clear statement that they wish to cancel.
To: Robert Brooks trading as Sutton Dyslexia Practice
Email: robert@suttondyslexia.co.uk
I hereby give notice that I cancel my contract for the following service:
Service:
Ordered/booked on:
Name:
Address:
Date: