Policies & Disclosures
Discover how we create a great client experience with effective policies that ensure a safe environment
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Surrey Place is committed to creating the best client experience each time anyone visits the Centre. All staff, clinicians and councils use policies and disclosures, including those pertaining to privacy, safety, procurement and client rights, to contribute to the vision of the organization and inform their practice with clients. Some of these policies are also created by Surrey Place councils that are client-led.
Client Bill of Rights
A list of non-negotiable rights that ensures every person feels welcome, respected and in control of their care and support when they visit Surrey Place.
Client Safety
Tips about how clients can stay safe and keep others safe, created by the Surrey Place Centre Self-Advocacy Council.
Privacy Policy
Our privacy policy reflect our commitment to safeguarding your privacy and information.
Goods and services for Surrey Place must be properly acquired at the best value and in a timely and orderly manner. All expenditure or commitments for expenditure for goods and services whether of an operating or capital nature are governed by and are to be made in accordance with this policy.
The policy and its associated procedures set out standardized rules for competitive and non-competitive procurement and contract awarding. The rules balance numerous objectives, including accountability, transparency, risk management, value for money and ultimately, effective and high-quality service delivery.
Surrey Place complies with the requirements of the Management Board of Cabinet’s Broader Public Sector Procurement Directive, 2011 and the Procurement Code of Ethics. Learn More.
Surrey Place will reimburse reasonable and necessary travel and meal expenses incurred while conducting Surrey Place related business. This policy and procedures are in accordance with the Management Board of Cabinet Broader Public Sector Expenses Directive Effective April 01, 2011. Learn More.
Surrey Place helps people of all ages with developmental disabilities, autism and special needs in the Toronto region and Northwestern Ontario. We offer a comprehensive range of groups and one-on-one programs and services to respond to clients’ needs.
The purpose of this document is to outline the terms and conditions of the services we provide so that all parties (e.g. staff, clients, substitute decision-makers (if the client is incapable), or designated representative) are aware of, and agree to, such terms and conditions. We respectfully require that clients (or if applicable, their substitute decision-makers) read and indicate agreement to the terms and conditions by (as applicable): (i) indicating such agreement by selecting ‘I agree’ when presented with an online link to these terms and conditions, or (ii) making your first payment of an invoice sent by Surrey Place (permitting these terms and conditions are attached thereto). If you have any questions, please contact your Service Coordinator/Intake staff, or email us at autismservices@surreyplace.ca.
Cancellations and Make-Ups
1.1 Cancellations by Surrey Place:
If a cancellation is made by Surrey Place staff, the session will be rescheduled at the earliest
available opportunity. If Surrey Place is unable to rebook the session, for any reason, before the end of the service block a refund will be issued to the client. See section 2.1 for terms related to cancellation caused by Force Majeure.
1.2 Client Cancellations:
1.2.1 Group Programing:
Due to the structure of group programming, there are no refunds, credits, or make-ups available for missed group sessions. If a client cannot attend a scheduled group session, clinical instructors will work with the client/caregiver to provide them with supplemental materials and resources to reference and review at home. Clients/caregivers should notify their clinician of their absence.
1.2.2 One-to-One Services: FBI, FDABA, SLP, OT, Assessments, and Mental Health
As it relates to any one-on-one services (e.g. FBI, FDABA, SLP, OT, Assessments, and Mental
Health), Surrey Place requires (at minimum) 24 hours’ notice for a cancellation. If a session is missed or cancelled less than 24 hours from the appointment time, Surrey Place will make a reasonable effort to reschedule a makeup session within a week from the initial appointment, if there is existing and available capacity to reschedule. Given the clinical benefits and program structure, Surrey Place will not reschedule a missed or improperly cancelled appointment past one week. There are no refunds or credits for a missed or improperly cancelled session.
Centre Closures
2.1 Closures Due to Weather or Unforeseen Circumstances: In the event that Surrey Place is unable to provide services due to weather or any other unforeseen circumstance (“Force Majeure”), the closure will be communicated to clients or their substitute decision-makers via website announcements and email notifications, where possible. Surrey Place will reschedule sessions that were cancelled due to the Force Majeure. Sessions will be rescheduled at the earliest opportunity available. If sessions cancelled due to Force Majeure cannot be made up before the end of a service block (after both Surrey Place and you exhaust all best efforts to schedule make-up appointments), then a refund will be issued.
2.2 Planned Centre Closures & Statutory Holidays:
Service will not take place on planned centre closure days or on statutory holidays. Any planned closures falling on planned centre closure days or on statutory holidays days are not charged and have not been included in the price of the service quoted.
Invoice Payments
3.1 Deposit Invoice:
3.1.1 Deposits:
A non-refundable deposit, to ensure a client’s spot, is required by Surrey Place. Deposits must be paid within 48 hours of receiving an invoice/quote. Services will not be provided until the deposit is made. If a Deposit is not provided by the required deadline, a client will not be entitled to a reserved spot in the certain programming, and Surrey Place may offer such a spot to another client.
• Where the cost of the service package is less than $2,000, the deposit invoice will cover
the full cost of the service.
• Where the cost of the service package exceeds $2,000, the deposit invoice will account
for 40% of the total package price.
• Deposits are non-refundable.
3.1.3 Summer Camps:
For summer camp packages, 50% of the cost will be required at the time of quote/invoice. The remaining 50% is due two (2) weeks prior to the start of camp. Families do have the option to pay 100% at the time of quote/invoice. All payments are non-refundable unless these terms and conditions expressly indicate otherwise.
3.2 Installment Invoices:
Service packages that exceed $2,000 will be paid through multiple installments. The following two (2) installment invoices (delivered after the 40% Deposit) will each account for 30% of the total package price. The client or substitute decision-maker will be provided a payment plan with required payments and due dates. In unfortunate circumstances where payment is not received by the due date, services may be suspended if a timely resolution cannot be identified.
3.3 Preferred Method of Payment & Cheques:
E-transfers and credit cards are the preferred method of payment. Cheques may be accepted in some circumstances. A Non-Sufficient Fund (NSF) fee of $35 will be charged for any cheques returned to Surrey Place due to insufficient funds or other problems communicated by the relevant banking institution.
3.4 Processing Refunds:
If so required by these terms and conditions, refunds will be returned to the original payment method, where feasible, withing 30 days of cancelation. For certainty, Surrey Place only has an obligation to provide a refund if expressly indicated in these terms and conditions; otherwise, payments are non-refundable.
Service Termination
4.1 Refund: A refund, excluding the non-refundable deposit, will be provided if a request to
terminate services is received at least 30 days before the agreed-upon service start date. A 10% administration fee will be retained by Surrey Place for refunds associated with service packages costing less than $2,000 for which no deposit was received.
4.2 No Refund/Credit: No refunds or credits will be provided by Surrey Place after delivery of services has commenced.
Binding Agreement, General Terms.
This is a binding legal agreement between Surrey Place and the client that confirms their agreement with its terms and conditions (it is acknowledged that substitute decision makers may make such confirmation if applicable). You are free and encouraged to consult legal counsel before agreeing to these terms and conditions. This agreement will be governed and interpreted in accordance with, as applicable, the laws of the province of Ontario and the federal laws of Canada . The parties attorn to the exclusive jurisdiction of the courts of Ontario with respect to any matter that may arise between the parties under or relating to this agreement. If any provision of this agreement is held by a court of competent jurisdiction to be contrary to law, the remaining provisions of this agreement will remain in full force and effect. These terms and conditions can be modified by Surrey Place in its sole discretion; if such a modification occurs, Surrey Place will give you notice in writing, and the change shall take effect immediately after completion of any service block that you have paid for in full.