Terms of service.

Terms and Conditions

By scheduling and attending an appointment with West Coast Voice Box, you agree to the following terms and conditions.

1. Business Information

West Coast Voice Box is owned and operated by Dr. Stephen Jannetts, a registered Speech and Language Therapist with:

  • Health Care Professions Council (HCPC): SL31722

  • Royal College of Speech and Language Therapists (RCSLT): RC0029861

  • Information Commissioner’s Office (ICO)

2. Fees and Services

  • Initial Consultation (60 minutes): £120 – Includes a detailed assessment report and goal-setting.

  • Follow-Up Sessions:

    • 30 minutes: £55

    • 50 minutes: £75

  • Additional Reports/Recommendations: £50–£100 depending on complexity.

Fees are reviewed periodically and may be subject to change. Clients will be notified of any changes in advance.

3. Working Hours and Availability

  • Appointments are available on weekday evenings and weekends due to NHS commitments.

  • Bookings are made based on clinician availability.

  • Short-notice appointments may be possible depending on availability.

4. Booking and Scheduling

  • Appointments can be scheduled via email.

  • While I will attempt to accommodate your preferred time, availability cannot be guaranteed.

5. Payment Terms

  • Invoices will be issued either before or directly after your session.

  • Payment is due within 7 days of the invoice date.

  • Payment is accepted via bank transfer only.

  • Card payments, cheques, and cash are not accepted.

  • If your sessions are funded by a charity or insurer, an invoice will be sent to your funder following the session.

  • If funding is withdrawn or refused after a session, you will be responsible for full payment as a self-funding client.

6. Private Medical Insurance

If you have private health insurance, please confirm the terms of your policy with your insurer before booking an appointment.

  • You must provide your policy membership number and an authorisation code for speech therapy before your first appointment.

  • West Coast Voice Box is a recognised provider with most UK health insurers.

  • If your insurer does not cover the full session fee, you will be responsible for paying the remaining balance.

7. Cancellations and Rescheduling

  • If you need to cancel or reschedule your appointment, you must provide at least 24 hours’ notice.

  • Cancellations made with less than 24 hours’ notice will incur a charge of 25% of the session fee.

  • If I need to cancel your appointment, I will attempt to provide at least 24 hours’ notice and offer a rescheduled session within the next two weeks. If an alternative appointment is not possible, you will receive a full refund for any fees paid.

8. Failure to Attend

  • If you fail to attend your appointment without providing notice, you will be charged 25% of the session fee.

  • Failure to attend two consecutive appointments without reasonable explanation may result in future appointments being refused.

9. Late Arrival

  • If you arrive late to your session, the original session end time will remain the same.

  • I will attempt to accommodate lost time where possible; however, this is at my discretion and will depend on availability and other client bookings.

  • If you arrive more than 15 minutes after your scheduled start time without notice, the session will be considered a failure to attend, and the full fee will be charged.

10. Keeping You Safe

  • Unless otherwise agreed, sessions will take place on a one-to-one basis with Stephen Jannetts.

  • A parent, guardian, or support person may attend the session if necessary, but they must not interfere with the session unless invited to do so.

  • Children and pets should not be brought to the session unless previously agreed. Exceptions apply to service animals.

  • If you feel unwell or have a pre-existing health condition that may affect the session, you must disclose this before the session begins.

  • I hold professional indemnity insurance through the Royal College of Speech and Language Therapists (RCSLT).

11. Confidentiality and Data Handling

  • All session notes and client information will be stored securely in WriteUpp (a GDPR-compliant platform).

  • Information shared during sessions will remain confidential unless:

    • You give consent for me to share information with a healthcare professional involved in your care (e.g., GP, ENT).

    • I am required by law to disclose information (e.g., safeguarding, child protection, terrorism, drug trafficking).

  • I may discuss your case anonymously with other healthcare professionals during clinical supervision to maintain professional standards and improve clinical care.

12. Data Protection

All data handling will be in accordance with the General Data Protection Regulation (GDPR) and my Privacy Policy. A copy of the Privacy Policy is available on my website.

13. Safeguarding

  • If I have reason to believe that you are at risk of harm to yourself or others, or if you disclose information relating to criminal activity (including terrorism, drug trafficking, or money laundering), I am legally required to notify the relevant authorities.

  • Any breach of confidentiality will be discussed with you where possible unless the situation involves child protection or criminal activity.

14. Complaints

If you have any concerns or complaints about your session, you should contact me directly in the first instance. If the issue is not resolved, you have the right to complain to:

  • Health and Care Professions Council (HCPC)

  • Information Commissioner’s Office (ICO) (for data handling issues)

15. Professional Conduct

  • If at any point I feel that my safety or the safety of others is at risk, I reserve the right to terminate the session and request that the client leave immediately.

  • Any client who attends a session under the influence of alcohol or drugs will be asked to leave, and the session will be charged at the full rate.

By booking an appointment with West Coast Voice Box, you confirm that you have read and understood these terms and conditions.