The following information encompasses and defines our business terms as laid out by Serenity Health for using our Home Detox services. All clients must confirm that they have read these terms and understood them. Once agreed, Serenity Health then commits to delivering against these terms and meeting all obligations described below.
We, the service provider, are Serenity Health, offering our Home Detox Programme. Our business terms apply contractually to our client/provider service agreement, which you will have agreed upon in writing. We will refer to this henceforth as 'your agreement'.
Your consent will override any earlier agreement you may have entered into with our business for your current service or choice, or other services offered by ourselves. This contains every term that is relevant and agreed upon by default.
The services paid for in the standard fee
The Serenity Health team will commit to providing a telephone-based treatment and recovery programme in this instance. From now on in this agreement, we will refer to ourselves as 'the provider' for ease. We will telephone you as our client on a defined and regular schedule, which is likely to be based on a minimum of one telephone call a day. As part of your programme, you will be provided with a free-phone telephone number which will allow you to call us when you need to for help and support.
Every individual that you talk to on our support line will be appropriately qualified and experienced so that they can support, assist and guide you in your journey towards addiction recovery, as part of your recovery programme.
As part of this service, our team guarantees to maintain your right to total anonymity and confidentiality, with the exception of any instance where you, or another individual, is placed at risk of experiencing serious harm, or where the requirements of the law force us to share certain data. At all times, however, we commit to acting with total discretion and integrity and with the welfare of our clients at the heart of everything that we do.
To find out more about the service, you can visit our website www.rehabclinic.org.uk
Use of our addiction recovery service
Our telephone-based addiction support and recovery programme will be delivered by a highly skilled team of professionals who will provide a comprehensive and tailored support programme over the phone. As part of this programme, we will give each client useful materials that will provide guidance and aid to help prevent and abstain from addictive behaviours and the outcomes of addiction. We will endeavour to help you reach sobriety and then to achieve your new sober status on a daily basis.
Our support programme is designed to be a supportive and positive experience and we believe that different approaches have value for different clients. With this in mind, we tailor our approach to each client's unique needs using recognised therapies such as cognitive behavioural therapy (CBT) and abstinence therapy. Our treatment and recovery programmes are all centred around the client and we always listen to our client's views and perspectives.
Programme delivery timescales
The programme is delivered on a flexible basis and clients are not compelled to reach each recovery stage within a prescribed timeframe. The recovery programme stages are worked through at the client's own pace. Serenity Health does not guarantee the success of the recovery programme, however, as a successful outcome is ultimately down to the client and their willingness and desire to succeed. Our aim is to do everything that we can within our professional remit to help each client to recover, working in partnership to ensure a successful outcome.
To deliver the telephone support programme, we must have each client's contact details including a valid telephone number. When any changes to these details occur, the client must inform Serenity Health during the period of their agreement. If this is not done, then we reserve the right to conclude the programme.
All clients must comply with UK law and avoid actions that may negatively impact on the Service Delivery.
Serenity Health requires that its clients follow any policies issued in relation to the use of the service.
The service delivery agreement
If Serenity Health is prevented for any reason from delivering the agreed service within the agreed start timeframe, the company will bear no liability to the client for damages or loss. However, the client may then cancel their service agreement without incurring a penalty. Serenity Health also offers no guarantee of the success of the programme and will take no responsibility for instances where the programme does not succeed. In the event of a client relapse, Serenity Health will not be liable for any damages or losses incurred by the client or associated parties.
Cooling off period
Consumer law entitles all customers to certain statutory rights. We observe all cooling off period statutory rights. If a client cancels their service user agreement before their recovery programme begins, they will be entitled to receive a 100pc money-back refund. If the consultation has occurred with our medical practitioner, however, no refund will be offered for any medical treatment which has been offered.
We maintain no liability for any losses from instances where Serenity Health is unable to deliver its programmes because of strikes, mechanical breakdown or staff failure - unless we have been grossly negligent or seek deliberately to create these conditions. We take no liability for service delivery failure until the client informs us of its occurrence and offers a reasonable time period to rectify the issue. We take no responsibility for telecommunications or connectivity issues which may affect your ability to receive the treatment.
The agreement nature
This agreement concerns the delivery of a treatment and recovery service delivered remotely via the telephone. Every client enters into a personal agreement that is not transferable. We can, however, transfer our obligations or the benefit offered under your agreement as deemed appropriate by Serenity Health.
Contract start date
The contract will move into effect when the client pays the first payment instalment due under the programme.
Concluding the programme
The agreement will conclude on the agreed date unless the client and the Company agree that the conclusion date will be changed. The agreement can be terminated at any point with two week's notice provided to Serenity Health. Cancellations cannot be backdated and no refunds shall be offered for completed treatment work.
Immediate termination of the contract
In some instances, we reserve the right to immediately terminate your agreement. For example, if we believe that a client cannot pay their fees or if the client is in breach of a contractual obligation which either cannot or clearly will not be remedied within 14 days of receiving notice from ourselves. Additionally, where client conduct is wholly unreasonable - including serious cases of verbal abuse towards staff, and/or threatening or violent behaviour, we reserve the right to immediately terminate the Agreement.
In this instance, the client will be obliged to pay for all services taken and will pay a standard fee that covers the remaining timeframe that the programme was expected to last before the immediate termination took place. This can be extended by two weeks and indemnifies the company against any losses and costs incurred as a result of the unforeseen termination.
If the agreement is defaulted against by the client, then the entire balance owed to Serenity Health will become payable immediately.
Where service downtime occurs
It is unlikely that Serenity Health would be unable to deliver the defined treatment programme, however in the instance that this did occur the agreement would immediately terminate and the client would only be obliged to pay agreed fees up to this point, along with the cost of any additional recovery and treatment services taken. If this were to occur, Serenity Health would aim to find another professional advisor or organisation to take over the service delivery if required.
Formal notices can be provided by telephone - where a recording system is in place - or in writing.
The terms of each client agreement are confidential. Neither party can disclose them without the express consent of the other party unless the law dictates it. This confidentiality clause continues after the termination of the agreement. Serenity Health will take all required legal steps to recover any fee non-payment. In this instance, confidential data would be shared with our legal team along with the nature and extent of the contract. Where service agreement breaches occur, we reserve our right to share necessary case details to third party organisations such as financial institutions in order to complete the legal recovery process for non-payment of fees.
Detox recovery services
Serenity Health will organise detox and recovery services for their clients through suitable agency appointments. All medical staff will be instructed privately and have carried out appropriate risk assessments as part of the initial telephone consultation to determine client suitability for a home detox service. Clients will also be obliged to have an assessment via an interview with a professional therapist. The services will be chargeable to the client at defined rates at the time of the appointments, regardless of whether a detox medication is prescribed, or not.
In some instances, if the client's medical history demands it, our medical officers may conclude that a client is not suitable for a home-based detox programme on wellbeing grounds. Costs of the programme are found on our website. If you prefer not to share details of your programme with your GP we will respect this wish. We do require each client to sign a medical indemnity before beginning treatment however in this instance.
Our medical officer may require some medications that the client is using be ceased during detox. If a medical emergency occurs after detox, clients must be able to access treatments on the NHS or have medical insurance cover.
As part of our home based detox programme, we require each client to commit to:
- Abstain from all alcohol and drug use beginning on day one of the detox and from this point onwards
- Let us and our agents know about any medication that you may have been prescribed or are taking
- Giving full permission for us to contact your GP where necessary
- Consult with their own GP about their treatment
- Cooperate fully with the programme and follow all advice given by our medical advisor
- Not operate machinery or drive to work whilst undergoing detox
- Organise a suitable appointed adult who is responsible and able to monitor your treatment
- Remain in contact via our telephone service to track progress, using our 24/7 Freephone number
- If these terms are not adhered to, Serenity Health reserves the right to terminate the agreement with immediate effect.
All programme fees are payable in advance for medical treatment and standard services. Where additional services are taken, they must be paid for before that service is taken.
Payment must be carried out via direct debit, by cash, by payment card or by check. We do not provide credit for individuals and only extend this facility to companies upon request and subject to assessment and status.
Withholding our service
We reserve the right to withhold our detox services - including preventing access to the 24/7 programme advice line - where clients have fees outstanding, or where a client is in breach of their contractual service agreement.
The client must confirm in writing and sign to say that they do not wish their GP or another medical practitioner to know about their treatment programme if this is the case - indemnifying Serenity Health against any implied consequences of this failure to inform.