Terms & Conditions


Coronavirus (Covid-19)


 Clients must NOT attend a clinic appointment if they, their child or anyone they live with is showing any symptoms of coronavirus (Covid-19)

    • High temperature (fever or chills)
    • Cough
    • A loss or change to your sense of smell or taste
    • Shortness of breath or difficulty breathing
    • Fatigue
    • Muscle or body aches
    • Headache
    • Sore throat
    • Congestion or runny nose
    • Nausea or vomiting
    • Diarrhea

If they have symptoms, they are advised by local UK government guidelines to get a PCR test (test that is sent to the lab) and stay at home until they get their result, even if the symptoms are mild. If the result comes back positive for coronavirus, then they must self-isolate for 10 days.

If a client is unable to attend an appointment due to coronavirus symptoms, they are able to reschedule their appointment themselves via their booking confirmation email, or if the appointment is within 24 hours’ time, then they must contact their therapist directly to cancel or reschedule the appointment free of charge. 

To keep clients and families safe in the clinic, Lucy Colcombe Speech Therapy has ensured that all precautionary measures have been adhered to help reduce the spread of coronavirus. This includes:

  • Therapist being fully vaccinated (including booster)
  • Personal Protective Equipment (PPE) worn, such as a face visor and, when necessary, gloves
  • Disinfecting surfaces and toys between clients
  • Use of hand sanitiser throughout the appointment
  • Maintaining a minimum of 2 metres distance between adults and children when possible (please note: this is not always possible when directly supporting a young child) 
  • The use of a clinic space with adequate room and ventilation when possible

As well as a requirement for clients to not attend their appointment if they or their family have any coronavirus symptoms, clients are also required to adhere to social distancing and other measures when attending their appointment. Clients are required to:

  • Only attend clinic appointments when online teletherapy appointments are unsuitable (please ask your therapist for advice). Please note: following assessment, your therapist can decline in-person clinic appointments if online teletherapy is recommended and appropriate 
  • Attend a clinic appointment with as few people as possible, or as advised by your therapist
  • Wear a face visor so you are still able to carry out therapy directions with your child alongside the therapist. A face mask is also appropriate to bring to your appointment, however, a mask is not effective for speech therapy activities because your child cannot see your mouth
  • Use the hand sanitiser provided, especially on entering and leaving clinic appointments
  • Clients must maintain a minimum of 2 metres distance between them and the therapist whenever possible (N.B. the therapist may need to get closer to your child to carry out and model therapy techniques)
  • If advised by your therapist, parents are welcome to bring their own toys from home to therapy sessions. However, toys must be 'hard' toys that can be easily wiped over with sanitiser wipes before and after the session




Payments for services provided by Lucy Colcombe Speech Therapy must be settled in full via the online booking system prior to any appointment commencing. Likewise, all payments for products (e.g. courses/training) available at Lucy Colcombe Speech Therapy must be settled in full prior to receipt.


For ‘in-person’ visits, return mileage costs are calculated for each session using Google maps to determine the distance from Barnstaple Town Centre to the address at which the client will be seen, unless the client is to be seen at the therapy clinic in Exeter. On request, a receipt can be issued for each payment received.


In the case of payment failure, all services and products (including any scheduled appointments or requested report writing) will cease until payment is received in full. Any outstanding debts will be collected through legal proceedings.


Private Medical Insurance/Funding


Should clients wish to use private medical insurance or funding by other means to pay for some or all of the input received, it is their responsibility to make this claim. The Speech and Language Therapist is unable to claim directly from insurance companies or from funding authorities. An invoice/receipt of payment can be provided on request.




It is the client’s responsibility to arrive at appointments on time. This includes 'joining' appointments via teletherapy. Appointments will always commence at the scheduled time, unless the therapist or client has been delayed due to circumstances beyond their control. In these circumstances, the therapist must always be contacted and informed of the delay as soon as possible. In circumstances where the therapist may be delayed, the client will also be contacted as soon as possible.


It is possible that technical issues may arise during teletherapy appointments. Any time lost due to possible technical issues of the therapist will be compensated during that same appointment, or will be allocated to another scheduled appointment. Alternatively, a refund for the time lost can be requested.


It is understood that an appointment may need to be cancelled/rescheduled due to illness or unforeseen circumstances. All appointments must be cancelled/rescheduled by a client at least 24 hours in advance to avoid any charge. Separate terms apply for Covid-19 symptoms (see above). If an appointment is cancelled/rescheduled within 24 hours, or no prior notice is given, the full fee of the appointment will be charged.


Should the therapist have to cancel/reschedule, the client will be informed as soon as possible via email. These appointment alterations may occur at any time prior to a scheduled appointment, and it is the client's responsibility to duly check their emails prior to any scheduled appointment to be informed of any changes.


Clients are entitled to withdraw from Speech and Language Therapy services at any time, but giving a minimum of two weeks notice would be appreciated.


In circumstances where a paid appointment does not commence due to cancellation, and in which the therapist has been informed of a client cancellation at least 24 hours prior to the scheduled appointment, Lucy Colcombe Speech Therapy will fully refund the payment for the cancelled appointment. A refund may not be necessary if the appointment can be rescheduled and if the client agrees to reschedule. When possible, rescheduling an appointment will always take precedence to maintain high quality consistent support for the client.




Anyone is able to make referrals to Lucy Colcombe Speech Therapy and are advised to contact the therapist directly to discuss requirements. The full spectrum of services are available to access and can be delivered effectively via in-person or via teletherapy. The mode of service delivery aims never to compromise the achievable outcomes of any therapy intervention your therapist provides.


All appointments, regardless of the mode of service delivery, are grounded in the most evidence-based research and best practice principles to ensure all therapy needs are met and at the highest possible standards. A client, however, has the right to request a different service delivery model at any time throughout treatment. However, please note, that other service delivery models may not always be an option for every client due to individual circumstances.


Treatment Sessions


Should therapy be considered appropriate following an assessment or discussion with the therapist, the type, frequency, and possibly the duration, of sessions will be discussed and jointly agreed upon with the client. A review appointment may be scheduled at the end of a block of treatment to discuss prior and any further ongoing intervention where necessary.


For clients receiving group therapy via teletherapy, there is an increased risk that you or your child may be visible or audible to other people in another group participant’s environment. Sessions may also be recorded by the therapist following explicit consent of the person/s who have legal right of consent. A client should always inform all group participants, and seek their informed consent, prior to accessing, storing or sharing any personally identifiable information (PII) of any group participant. Please note that there is a small risk that a group participant may potentially abandon these conditions and forego seeking informed prior consent from others. All participant’s are informed of these risks and consent is required from each person/s who have legal right of consent prior to any group therapy commencing via teletherapy. Informed consent is also required for ‘in-person’ service delivery. Consent to any speech and language therapy intervention may be retracted at any time by contacting the therapist directly.


Services and Products


All products and services by Lucy Colcombe Speech Therapy are underpinned by substantial research and evidence-based practice. However, results from therapy are never guaranteed and can be impacted by many factors; only a few of which include the severity of a disorder, client motivation, and involvement from family and significant others. Therefore, as stipulated by law, Lucy Colcombe Speech Therapy makes no guarantees that a client receiving any service, or any course/training, will achieve any specific results/outcomes. Though it is highly likely that positive outcomes will be achieved from the specialist support and expertise embedded in our services and courses/training provided by Lucy Colcombe Speech Therapy. Considering that there are no guarantees, by agreeing to these Terms & Conditions you also agree not to attempt to hold Lucy Colcombe Speech Therapy, or the Speech and Language Therapist, liable for any unsatisfactory results, at any time, under any circumstance.


Sharing Information


All written information regarding a client, this includes all written reports, will ONLY be shared with the person/s who have legal right of consent. The Speech and Language Therapist (author of the written information) must be informed if written information is then to be shared with others.

Likewise, any request for the Speech and Language Therapist to discuss a client with another person will ONLY commence following the explicit consent of the person/s who have legal right of consent.

By law, it is the therapist’s duty to comply with the General Data Protection Regulations (GDPR).

Please be aware that if any information is disclosed in an appointment that suggests that the client or any other person (adult or child) is being harmed or could be at risk of harm, this information will be discussed with the Safeguarding Authority, in which permission does not have to be sought.

Consent must always be provided by the person/s who have legal right of consent prior to any service provided. It is solely at the discretion of the therapist as to whom may join and/or participate in an appointment.


Data Protection


As part of the assessment and treatment process, personal data will be stored (e.g. name, age, date of birth, address, medical and developmental history, etc.), including storage of assessment and therapy notes, results and treatment plans. Information that has been shared by other relevant professionals, such as medical/healthcare/educational/social care reports, is also stored. This data is necessary and important to inform assessment and treatment. All client personal and professional data is stored securely in either paper and/or electronic form. Client information will only be discussed with another person following the explicit consent of the person/s who have legal right of consent. Data relating to a child is legally kept until their 25th birthday and is then properly destroyed. A parent has the right to access their child’s notes by written request. The client also has the right to rectify or erase any data held about them or their child. Consent to the storage and sharing of information can be withdrawn at any time by informing the therapist in writing/email/verbally. Any information given to the therapist is voluntary, but failure to disclose information or restrict the sharing of important and relevant information may compromise treatment and progress.


There is a small risk that your Personally Identifiable Information (PII) may be compromised whilst using some online platforms (e.g. 'Zoom' conferencing calls). However, Lucy Colcombe Speech Therapy will ensure the upmost possible standards in line with current data protection guidelines at all times throughout online appointments.


Professional Affiliations


The therapist is a member of the Royal College of Speech and Language Therapists (RCSLT), Health and Care Professions Council (HCPC) and the Association of Speech and Language Therapists in Independent Practice (ASLTIP). The therapist has an enhanced disclosure from the Disclosure and Barring Service (DBS) pertaining to both adult and child contacts. The therapist is registered with the DBS update service which consistently maintains the therapist’s most up-to-date DBS records. The therapist’s consent must be given before others are able to check the therapist’s DBS status online. The therapist is also registered with the Information Commissioner’s Office (ICO). Written proof can be obtained upon request.


Complaints Procedure


Please discuss any complaints or concerns that you may have with your therapist in the first instance [contact]. If the concern is unable to be resolved and you would like to instigate a formal complaint, please contact ASLTIP who will be able to help resolve the issue. If the issue is still unresolved and requires further investigation, you can contact the HCPC.




When booking an appointment or purchasing a product, clients are asked to confirm that they have understood and agree to these terms and conditions.