Terms and Conditions

*effective 2025 onwards*

Payment & Cancellation Policy

1. Pre-Payment for Therapy Sessions:

All therapy sessions, including Initial Consultation (IC), must be prepaid. Sessions are officially booked and confirmed only after payment has been received.

2. Single Session Pre-Payment Policy:

For single sessions that are not on a package, clients will receive a pre-payment invoice during the last week of the preceding month. The invoice will cover the upcoming month’s sessions. Payment must be made before the first session of the upcoming month to confirm the bookings.

  • Invoice Issuance and Payment Terms: Clients will receive an invoice for the scheduled sessions. Payment is due within 5 calendar days of the invoice date.
  • Late Payments: A late payment fee of 5% of the outstanding invoice amount will be charged on the day following the invoice due date. Subsequently, a late payment fee of 5% per month will be added on. This fee will continue to accrue on the outstanding amount until the balance is fully settled. Failure to make timely payments may result in suspension of services or loss of reserved therapy slots.
  • Ad-hoc Sessions: Ad-hoc, single-session bookings are still allowed; however, these bookings do not guarantee the availability of future sessions at the same time or with the same therapist.
  • Monthly Pre-Payment for Guaranteed Slots: To guarantee future sessions at specific times and with a preferred therapist, clients must pre-pay on a monthly basis.
3. Package Sessions Payment and Usage
3.1 Payment:

Package sessions require full payment upfront before the first session can begin.

3.2 Validity and Usage:
  • Package sessions must be fully utilized within 3 months from the date of the first scheduled session. The first session must be confirmed and tagged to the package at the time of purchase to ensure proper tracking of the validity period.
  • Any sessions not used within the validity period will expire and cannot be carried forward.
3.3 Package Validity Extensions:

Extensions to the package validity period may be considered on a case-by-case basis for exceptional circumstances, such as:

  • Cancellations initiated by the therapist, including those due to leave or unforeseen circumstances.
  • Illnesses requiring the client to pause therapy sessions, provided a valid medical certificate is submitted.
  • Unforeseen travel plans or personal emergencies that necessitate a temporary break from therapy.
  • Other exceptional situations as deemed valid by management.

Kaleidoscope Therapy Centre reserves the right to review all requests and make the final decision regarding extensions.

3.4 Refunds:

Refunds for unused therapy sessions may be granted for reasons such as:

  • Discharge by the therapist, following the successful achievement of therapy goals.
  • Termination of sessions, due to mutual agreement between the client and the clinic/therapist.
  • Client relocation or other personal circumstances that prevent continued participation in therapy.

Refunds will be processed for unused sessions only and will exclude any used or forfeited sessions.

3.5 Non-Transferability of Package:

Packages are strictly non-transferable and must be used by the client for whom they were purchased.

3.6 Management Rights:

Kaleidoscope Therapy Centre reserves the right to manage packages at its sole discretion, including:

  • Adjustments to the package terms to accommodate operational needs.
  • Cessation or termination of a package if deemed necessary, subject to appropriate communication with the client.
3.7 Other Package Terms:
  • Clients are encouraged to adhere to their session schedules to maximize the benefits of therapy and ensure continuity of care.
  • Pauses or disruptions beyond two consecutive weeks may result in the release of reserved slots, unless otherwise agreed upon due to therapist availability or approved exceptional circumstances.
4. Session Cancellation and No-Show Policy
4.1 Cancellations and No-Shows:
  • With Less Than 24 Hours’ Notice or No-Show:
    • Single Sessions (Prepaid): Session will be forfeited and charged in full.
    • Package Sessions: Session will be deducted from the package.
4.2 Cancellations Due to Illness:
  • A valid Medical Certificate (MC) is required to waive charges or session deductions:
    • Single Sessions (Prepaid): The session value will be credited to the client’s account for future use or reflected in the next monthly bill.
    • Package Sessions: The session will be reinstated to the package.
  • Make-up sessions may be offered for medical cancellations, subject to therapist availability.
4.3 Clinic-Initiated Cancellations:
  • If the clinic cancels a session, we will arrange a make-up session or provide the following:
    • Single Sessions (Prepaid): Credit to the client’s account or adjustment in the next monthly bill.
    • Package Sessions: The session will be reinstated to the package.
4.4 General Notes:
  • All cancellations and rescheduling requests should be communicated as early as possible.
  • Clients must notify the clinic of cancellations or rescheduling requests via phone at +65-64688991, WhatsApp Business line at +65-96195396, or email at in**@ka**********.sg.
  • Make-up sessions are subject to therapist availability and cannot be guaranteed.
5. Long-Term Cancellations and Slot Reservation:

Clients planning long-term absences (e.g., due to travel or personal reasons) for more than 2 weeks must inform the clinic at least 14 days in advance. In such cases, the clinic reserves the right to release the therapy slot to other clients. If clients wish to reserve their slot during extended absences, they may be required to pay a reservation fee. This ensures that the slot remains available for them upon their return.

6. General Refund Policy:

Refunds for unused paid therapy sessions, whether for single sessions or packages, will be evaluated on a case-by-case basis. Eligible circumstances include, but are not limited to:

  • Discharge by the therapist, following the successful achievement of therapy goals.
  • Termination of sessions, mutually agreed upon by the client and the clinic.
  • Client relocation or other personal circumstances that prevent continued participation in therapy.

Refunds will be granted only for unused paid sessions and will exclude any sessions that have been used, forfeited, or expired.

6.1 Requesting a Refund::

To initiate a refund request, please contact our administrative team via phone or email, providing the following details:

  • Your name
  • Contact information
  • Details of the relevant sessions

Verified refund requests will be processed within 10 working days of approval.

7. Therapy Session Fees:

The fees for the therapy session will be billed in full right after the therapy session has concluded and is to be paid either via bank transfer, NETS, PAYNOW, or Credit Card. Fees are non-refundable and non-transferable. You are financially responsible for the payment of all fees related to the therapy session. Kaleidoscope Therapy Centre Pte. Ltd. (referred as “Kaleidoscope” hereafter) reserves the right to refuse service to any client whose payment is in arrears until payments are settled in full. A late payment fee of $50 will be added to any outstanding payment for each month where payment is not made.

8. Fee Changes:

Kaleidoscope reserves the right to adjust its fees as and when needed. A one-month notice period will be issued regarding any fee changes to all existing clients so that they may plan accordingly.

9. Replacement Therapist:

In case your assigned therapist is going on leave and is not available to conduct the therapy session, Kaleidoscope will try its best to arrange for a replacement therapist on a temporary basis. We will ensure to the best of our abilities that the replacement therapist has similar experience and qualifications and is well equipped to conduct therapy sessions with your child.

10. Consent for taking Videos and Photographs of Child:

During the therapy sessions, Kaleidoscope therapists may take photographs and Videos of your child. The purpose of these photos and videos is to communicate the progress of the child to you and to provide you with specific tips and tricks that you can utilize at home. In addition, these photos and videos may be used internally within Kaleidoscope to advance best practices and for research purposes only. All the data collected will be located in a secure location and will NOT be shared on any Social Media platform without obtaining prior permission in writing from you.

11. Intellectual Property and Media Rights:

The Client acknowledges that Kaleidoscope own all rights, title and interest in and to all therapy sessions, training materials, all of which are protected by the relevant copyright and intellectual property laws, and shall not be shared, sold, copied, recorded, reproduced or disclosed by the Client by any means or for any purpose without the express written consent of Kaleidoscope.
The Client further acknowledges that it shall have no right to use any trademark owned or used by Kaleidoscope without the express written consent of Kaleidoscope.
Any unauthorised use, sharing, sale, copying, recording, reproduction or disclosure of the Therapy Materials (or any part thereof) or Kaleidoscope’s intellectual property rights, including any unauthorised use of any trademark owned or used by Kaleidoscope, shall, in addition to any other rights and remedies available to Kaleidoscope at law, in equity or under statute, be valid grounds for the suspension or termination.

12. Discharging of Services:

Kaleidoscope reserves the right to discharge a client should we feel that their needs exceed the capacity of the centre to provide specific mobility need support, behavioural/psychological support, or specialized strategies in which our staff are not trained. We also reserve the right to discharge a student should they pose considerable risk to themselves and others at the centre. Kaleidoscope reserves the right to discharge any clients who are in arrears of payment for over one month.

13. No Show:

Kaleidoscope reserves the right to consider any client who has neither paid for services nor attended therapy sessions for two successive sessions without any reasonable reason as discharged. The weekly therapy session slot will be released. Missed therapy sessions will not be rescheduled or replaced.

14. Force Majeure:

An event beyond the reasonable control of Kaleidoscope; a “Force Majeure Event”; shall include such events as an act of God, accident, fire, flood, war, riot, civil unrest, act of terrorism, chemical or biological contamination, strikes, industrial disputes, outbreak of epidemic or pandemic of disease, compliance with any law or governmental order, rule, regulation or direction (including that of a local authority), failure of utility service or transportation. In the event of a Force Majeure Event arising which prevents or delays the ability of Kaleidoscope to provide services (e.g. delay in opening school, early dismissal of school or temporary school closure) or in fulfilling any of its obligations; Kaleidoscope will have no liability in respect of the performance of its obligations as are prevented by the Force Majeure Event while it continues. Kaleidoscope shall immediately give parents notice in writing, specifying the nature and extent of the circumstances giving rise to the Force Majeure Event.

15. Personal Belongings:

Please note we are not responsible for damage to or loss of hair clips, jewellery, shoes, toys, clothes, bottles, clothes, etc. or any other personal belongings of the client. Please ensure all items are accounted for at the time of pick up. We encourage you to label all belongings with your child’s name.

16. Public Holidays and Centre Closure:

Kaleidoscope is closed during public holidays. There will be no therapy sessions conducted during public holidays. A make-up therapy session will be arranged based on the availability of the therapist. A staff member of Kaleidoscope will arrange a make-up session with you.
On certain days, the centre will remain closed due to planned repair works, upkeep of facilities, training, etc. Kaleidoscope will provide advance notice to its clients at least 2 weeks in advance. A staff member of Kaleidoscope will arrange a make-up therapy session for you based on your convenience and the availability of the therapist.

17. CCTV:

CCTV is used by Kaleidoscope within our premises for security and the protection of assets. Footage of the CCTV is only accessible to Kaleidoscope management and located in a secure location. Any footage will only be shared with third parties if required by law.

18. Release of Information for Insurance:

Kaleidoscope or your insurance company are authorized to release any information required to process your insurance claims if applicable.

19. Changes in Addendum:

From time to time, Kaleidoscope reserves the rights to change or amend the terms & conditions without given notice. If we do, our clients will be notified through an email notification, or through other reasonable means. The new terms & conditions will be applicable with immediate effect.

20. Medical Emergencies:

In the event of serious medical emergency, Kaleidoscope’s first aid trained staff will start to administer first aid to your child. Our First Aid Staff and Management will determine if an ambulance is required. We will contact and let our clients know that an ambulance is required. Should either parent not be contactable with 5 minutes, Kaleidoscope will make a determination on the medical urgency and call an ambulance. Kaleidoscope will not be held liable for an ambulance call out for medical emergencies. Should a parent be contacted and choose not to have an ambulance called to support their child, Kaleidoscope will not be held liable for any medical outcome to the child.