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OAP Paid Services Payment and Attendance Policy

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 Intake Service Coordinator, or email us at client.accounts@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.

Invoice Payments

3.1 Deposit Invoice:

3.1.1 Deposits:

To ensure a client’s spot, a deposit of $1,000 is required by Surrey Place.  Deposits must be paid within 48 hours of receiving an invoice. Services will not be provided until the Deposit, and first installment payment 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.   

3.2 Installment Invoices:

Service packages that exceed $1,000 can be paid through multiple installments.

For service packages less than $5,000, the remaining balance will be paid in two (2) installment invoices (delivered after the $1,000 Deposit).  Each invoice will account for 50% of the remaining balance.

For service packages greater than $5,000, the remaining balance will be paid in three (3) installment invoices (delivered after the $1,000 Deposit).  Each invoice will account for 33% of the remaining balance.

Clients do have the option to pay 100% of a service package at the time of registration.

The client or substitute decision-maker will be provided with 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.

Payment Terms:

Amount OwingPayment Terms
Deposit$1,00048 hours after registration
1st InstallmentUnder $5,000 – 50% of remaining balance
Over $5,000 – 33% of remaining balance		Two (2) weeks before start of service
2nd InstallmentUnder $5,000 – 50% of remaining balance
Over $5,000 – 33% of remaining balance		Two (2) weeks before end of service
3rd InstallmentOver $5,000 – 33% of remaining balanceLast day of service

3.3 Preferred Method of Payment & Cheques:

Credit cards and e-transfers are the preferred method of payment.  

Credit card payments can be made online at the time of registration through Stripe, or upon receipt of an invoice using a dedicated payment link.

When the initial payment is made online using the credit card provided at the time of registration, all subsequent payment will be automatically charged to the same card, unless otherwise indicated.

E-transfer instructions will be provided.  The clients SPC ID number must be included in the comments to ensure payments are reconciled to the appropriate client account. 

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, within 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 administrative fee, 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 on the amount of the deposit received.

4.2 No Refund/Credit: No refunds or credits will be provided by Surrey Place after delivery of services has commenced.

DepositsNo refund
30+ days notice before start of serviceFull refund, less 10% admin fee
Less than 30 days notice before start of serviceNo refund

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.

By 2 months

Has your baby had their hearing screened? YES NO

By 6 months

Does the child?

Startle in response to loud noises? YES NO
Turn to where a sound is coming from? YES NO
Make different cries for different needs (hungry, tired)? YES NO
Watch your face as you talk? YES NO
Smile/laugh in response to your smiles and laughs? YES NO
Imitate coughs or other sounds such as ah, eh, buh YES NO

By 9 months

Does the child?

Respond to their name? YES NO
Respond to the telephone ringing or a knock at the door? YES NO
Understand being told no? YES NO
Get what they want through using gestures (reaching to be picked up)? YES NO
Play social games with you (Peek-a-Boo)? YES NO
Enjoy being around people? YES NO
Babble and repeat sounds such as babababa or duhduhduh? YES NO

By 12 months

Does the child?

Follow simple one-step directions (sit down)? YES NO
Look across the room to a toy when adult points at it? YES NO
Consistently use three to five words? YES NO
Use gestures to communicate (waves hi/bye, shakes head for no)? YES NO
Get your attention using sounds, gestures and pointing while looking at your eyes? YES NO
Bring you toys to show you? YES NO
Perform for social attention and praise? YES NO
Combine lots of sounds together as though talking (abada baduh abee)? YES NO
Show an interest in simple picture books? YES NO

By 18 months

Does the child?

Understand the meaning of in and out, off and on? YES NO
Point to more than 2 body parts when asked? YES NO
Use at least 20 words consistently? YES NO
Respond with words or gestures to simple questions (Where's teddy? What's that?)? YES NO
Demonstrate some pretend play with toys (gives teddy bear a drink, pretends a bowl is a hat)? YES NO
Make at least four different consonant sounds (p ,b, m, n, d, g, w, h)? YES NO
Enjoy being read to and sharing simple books with you? YES NO
Point to pictures using one finger? YES NO

By 2 years

Does the child?

Follow two-step directions (Go find your teddy bear and show it to Grandma.)? YES NO
Use 100 to 150 words? YES NO
Use at least two pronouns (you, me, mine)? YES NO
Consistently combine two to four words in short phrases (Daddy hat. Truck go down.)? YES NO
Enjoy being around other children? YES NO
Begin to offer toys to other children and imitate other children's actions and words? YES NO
Use words that are understood by others 50 to 60 per cent of the time? YES NO
Form words or sounds easily and without effort? YES NO
Hold books the right way up and turn the pages? YES NO
Read to stuffed animals or toys? YES NO
Scribble with crayons? YES NO

By 30 months

Does the child?

Understand the concepts of size (big/little) and quantity (a little/a lot, more)? YES NO
Use some adult grammar (two cookies, bird flying, I jumped)? YES NO
Use over 350 words? YES NO
Use action words such as run, spill, fall? YES NO
Participate in some turn-taking activities with peers, using both words and toys? YES NO
Demonstrate concern when another child is hurt or sad? YES NO
Combine several actions in play (puts blocks in the train and drives the train, drops the blocks off.)? YES NO
Put sounds at the beginning of most words? YES NO
Use words with two or more syllables or beats (ba-na-na, com-pu-ter, a-pple)? YES NO
Recognize familiar logos and signs involving print (Stop sign)? YES NO
Remember and understand familiar stories? YES NO

By 3 years

Does the child?

Understand who, what, where and why questions? YES NO
Create long sentences using five to eight words? YES NO
Talk about past events (trip to grandparents house, day at child care)? YES NO
Tell simple stories? YES NO
Show affection for favourite playmates? YES NO
Engage in multi-step pretend play (pretending to cook a meal, repair a car)? YES NO
Talk in a way that most people outside of the family understand what she/he is saying most of the time? YES NO
Have an understanding of the function of print (menus, lists, signs)? YES NO
Show interest in, and awareness of, rhyming words? YES NO
Read to stuffed animals or toys? YES NO
Scribble with crayons? YES NO

By 4 years

Does the child?

Follow directions involving three or more steps (First get some paper, then draw a picture and give it to Mommy)? YES NO
Use adult type grammar? YES NO
Tell stories with a beginning, middle and end? YES NO
Talk to try and solve problems with adults and with other children? YES NO
Show increasingly complex imaginary play? YES NO
Talk in a way that is understood by strangers almost all the time? YES NO
Generate simple rhymes (cat-bat)? YES NO
Match some letters with their sounds (letter b says buh, letter t says tuh)? YES NO