Payment Policy

Modes of Communication

We offer a range of online and face-to-face services. To work effectively together, please consider the following:

- Written Communication: Our staff prefers written communication via email, WhatsApp, and Messenger. Autism can sometimes make communication appear unintentionally abrupt. Team members proofread their written communication, often multiple times, to ensure clarity. This might mean responses take longer. AI tools like Grammarly, Microsoft Copilot, and Google Gemini support clear communication.

- Follow-up Calls: If you make a phone call, follow up with an email or message.

- Physical Contact: Some of our team members prefer not to shake hands due to the physical contact challenges associated with Autism. Please don't take offence.

Inclusive Communication Practices

Everyone is welcome. How you prefer to communicate with us is important. If you use certain pronouns, prefer to be addressed in a specific way, or have any other communication preferences, please let us know as soon as you're comfortable. We will use preferred pronouns in reports, although some assessment tools require using gender at birth for reference, which will not be included in reports.

- Preferred Name and Pronouns: Our team members prefer to be referred to by their first names and use various pronouns. When working with young people, they will introduce themselves accordingly.

Race, Equality, and Ancestry

Racism will not be tolerated in any form.

Conversations about heritage and ancestry may be necessary to guide diagnosis and recommendations. This is purely supportive, and if you feel uncomfortable, please let us know. We don't want you to feel pressured to share beyond your comfort level. Some of our team members, who have a deep understanding of the impact of heritage and ancestry, will treat the topic with sensitivity.

Services We Provide

For all clients using our services for assessments or tutoring, ongoing support is available via email, WhatsApp, Messenger, and other social media platforms at no additional cost where possible. Some requests may require booking a session, for which a fee may apply.

Through electronic communication, we provide:

- Answers to questions about assessments.

- Advice for various situations, such as job applications or college interviews.

- Guidance on transitioning between educational stages.

- Supportive conversations about difficulties related to assessed needs. While not a counselling service, we offer coaching to support exploring experiences of dyslexia and other learning needs.

Limitations of Our Service

The WhatsApp service is a business platform using a business mobile number. We adhere to the ethical codes of our member organisations and our own code of conduct for assessors. Social media platforms, including WhatsApp and Messenger, are not social or personal spaces for us. If the business relationship is becoming compromised, we will inform you. If you have concerns about our conduct on these platforms, please contact complaints@not-broken.co.uk.

Misuse of Communication Methods

We operate on a fair access ideal, striving to help as much as possible. However, if we feel a client is misusing our communication methods, we will inform you. We reserve the right to restrict access to the service in the event of misuse, including spam, inappropriate language, or unfair access. Content that is criminal in nature or suggests harm will be reported to the relevant authorities.

We are committed to providing a supportive and inclusive environment for all our clients. Please let us know how we can best meet your communication needs.