ENS Terms & Conditions
1. About these terms
These Terms and Conditions apply to services provided by Equilibria Neurodivergence Service Limited, trading as Equilibria Neurodivergence Service (ENS).
Company number: SC896730
Registered office: Floor 1, 25 Blythswood Square, Glasgow, G2 4BL
Telephone: 0141 331 2764
By booking an appointment or using our services, you confirm that you have read and accepted these Terms and Conditions.
ENS is not owned by Equilibria Health (Glasgow) Ltd. ENS and Equilibria Health (Glasgow) Ltd are separate legal entities, although they have shareholders in common. Equilibria Health (Glasgow) Ltd is not responsible for services provided by ENS unless expressly stated otherwise in writing.
2. Our services
ENS provides adult neurodevelopmental assessment, diagnosis, treatment and associated support. Services may include:
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ADHD screening and assessment;
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autism assessment;
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diagnostic feedback;
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psychological therapy, coaching and psychoeducation;
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medication assessment, initiation, titration and monitoring;
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clinical reports and recommendations; and
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onward referral or signposting.
The particular services offered to you will depend on your needs, clinical suitability and the professional judgement of our clinicians.
ENS is not an emergency or crisis service. If you or another person is in immediate danger, call 999 or attend the nearest Accident and Emergency department. For urgent medical or mental health advice where there is no immediate danger, contact NHS 24 by calling 111.
3. Screening and suitability
Completion of a screening questionnaire does not guarantee that you will be accepted for assessment.
We may request further information before deciding whether our service is appropriate. We may decline or postpone an assessment where we believe that another service would be better placed to meet your needs or where proceeding would not be clinically appropriate or safe.
Where possible, we will explain our decision and provide appropriate signposting.
4. Assessment outcomes
Payment for an assessment does not guarantee a diagnosis.
Our clinicians must reach an independent professional opinion based on the available evidence, recognised diagnostic criteria and relevant clinical guidance. Possible outcomes include:
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confirmation of a diagnosis;
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a finding that some relevant traits are present but the full diagnostic criteria are not met;
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no diagnosis;
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a request for further information; or
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a recommendation that another condition or service should be considered.
Fees are payable for the professional assessment process, clinical time and associated work, not for a particular diagnostic outcome. A refund will not be provided solely because a diagnosis is not confirmed or because the outcome differs from what you expected.
5. Booking and deposit
A deposit equal to 50% of the relevant appointment or assessment fee must be paid before the first appointment can be booked and confirmed.
An appointment is not confirmed until:
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the required deposit has been received;
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any necessary booking or consent information has been completed; and
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ENS has issued confirmation of the appointment.
The remaining balance must be paid in accordance with the payment instructions provided by ENS.
We may postpone or cancel an appointment where payment has not been received when due.
6. Cancellation and rescheduling
You must give ENS at least 48 hours’ notice if you wish to cancel or rearrange an appointment.
Where at least 48 hours’ notice is provided, the deposit may be transferred to a replacement appointment or refunded, subject to any reasonable costs already incurred and any applicable statutory cancellation rights.
Where fewer than 48 hours’ notice is provided, or where you do not attend the appointment, the deposit will normally be retained as a cancellation charge.
Any amount retained will be limited to a reasonable estimate of the losses and costs arising directly from the late cancellation or non-attendance.
Relevant factors may include reserved clinical time, preparatory work already completed and whether the appointment can reasonably be offered to another service user.
ENS may waive or reduce a cancellation charge in exceptional circumstances at its discretion. This does not oblige ENS to waive the charge in any other case.
Repeated cancellations or non-attendance may result in discharge from the service.
7. Cancellation by ENS
ENS may need to cancel or rearrange an appointment because of clinician illness, technical problems or other circumstances beyond our reasonable control.
Where ENS cancels an appointment, any payment made for that appointment will be transferred to a replacement appointment or refunded. ENS will not be responsible for indirect losses, travel expenses, loss of earnings or other costs arising from the cancellation, except where liability cannot lawfully be excluded.
8. Medication appointments
The same booking, deposit and 36-hour cancellation rules apply to medication assessment, initiation, titration, monitoring and review appointments.
Any outstanding balance or additional payment due for the appointment must be paid in person immediately following the appointment, unless ENS has agreed another arrangement in writing.
Charges made by a pharmacy for dispensing a private prescription or supplying medication are separate from ENS appointment fees and are payable directly to the pharmacy.
Medication is not guaranteed. Prescribing will only take place where an authorised prescriber considers it clinically appropriate and sufficiently safe.
We may require access to relevant GP or other medical information, physical health observations, investigations or test results before prescribing. Medication will not be initiated or continued where the clinician cannot obtain sufficient reliable information to prescribe safely.
ENS may alter, pause or discontinue medication where clinically indicated.
9. After your diagnosis
You are under no obligation to obtain treatment, medication, therapy, coaching or any other follow-up service from ENS after your assessment.
You may take time to consider the recommendations, discuss them with your GP or seek treatment elsewhere.
If you choose not to continue with ENS immediately, you may contact us again for further support. Any future service will remain subject to clinical suitability, availability, the fees applicable at that time and any need for an updated clinical review.
10. Your responsibilities
You agree to:
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provide information that is accurate and complete to the best of your knowledge;
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tell us about relevant changes to your health, medication or circumstances;
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attend appointments on time;
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treat staff and other service users respectfully;
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participate in any necessary identity, consent or safety checks;
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complete required forms within the requested timescale; and
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pay all fees when due.
Withholding or providing inaccurate information may affect the reliability of an assessment and the safety or appropriateness of treatment.
We may suspend or end services where necessary to protect staff or service users, maintain professional boundaries, respond to abusive or threatening behaviour, address persistent non-engagement or ensure clinically safe care.
11. Recording appointments
You must not photograph, film, make an audio recording of, transcribe using an automated service, livestream or otherwise record any appointment, assessment or other interaction with ENS unless you have obtained explicit permission in advance.
Permission must be sought before recording begins. ENS may refuse permission where recording could affect confidentiality, clinical safety, the rights of staff or third parties, or the integrity of the assessment.
Where permission is granted, ENS may impose reasonable conditions concerning how the recording may be used, stored, shared or deleted.
If an appointment is recorded without permission, the clinician may pause or end the appointment. ENS may also decline to provide further services where appropriate.
12. Confidentiality and personal information
ENS will handle personal information in accordance with applicable data protection law, professional confidentiality requirements and our Privacy Policy and Information Management Policy.
Clinical information may be shared where:
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you have consented;
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sharing is required for your direct care;
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disclosure is required by law;
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there is a safeguarding concern;
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there is a serious risk of harm; or
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another lawful and professionally appropriate basis applies.
Consent to the processing of information for clinical care is addressed separately from acceptance of these general Terms and Conditions.
13. Reports and clinical information
Reports are based on the information available at the time of assessment. Their conclusions may need to be reconsidered if important information was unavailable, incomplete or inaccurate.
Reports are prepared for the purpose explained when the service is commissioned. You should not alter a report or present extracts in a way that changes or misrepresents its meaning.
ENS is not responsible for decisions made by employers, educational institutions, insurers, public authorities, GPs or other third parties after receiving an ENS report or recommendation.
14. Copyright and intellectual property
Copyright and all other intellectual property rights in ENS materials belong to ENS or the relevant licensor.
This includes, where applicable:
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website content;
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screening and application materials created by ENS;
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questionnaires and forms created by ENS;
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reports and report templates;
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written advice and educational materials;
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presentations, worksheets and training resources; and
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ENS branding, graphics and service materials.
You may use a report or other material supplied to you for your personal care, treatment, support, education, employment, benefits, legal advice or other purpose for which it was provided.
You must not reproduce, publish, sell, commercially exploit, adapt, distribute or use ENS materials to provide services to others without prior written permission. Nothing in this clause limits your rights in relation to your own personal information or your rights under data protection law.
Third-party assessment tools and materials remain the property of their respective copyright holders.
15. Complaints
If you are dissatisfied with any aspect of the service, please contact us as soon as possible so that we can try to resolve the matter.
Complaints should be submitted in accordance with the ENS Complaints Policy, available here
Making a complaint will not adversely affect the standard of care or service provided to you.
16. Statutory cancellation rights
If you enter into a contract with ENS online, by telephone or away from our premises, you may have a statutory right to cancel the contract within 14 days without giving a reason.
If you ask ENS to begin providing services during this cancellation period, you expressly request the early performance of the contract. If you then cancel after work has begun, you may be required to pay a proportionate amount for services already provided.
Where the service has been fully performed during the cancellation period following your express request and acknowledgement, the statutory right to cancel may end once the service has been completed.
These terms do not affect your statutory consumer rights.
17. Liability
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to those exceptions, ENS is not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from inaccurate, incomplete or withheld information supplied by you or another person.
Nothing in these terms excludes any duty of care owed by a regulated healthcare professional.
18. Changes to services, fees and terms
ENS may update its services, fees or Terms and Conditions from time to time.
The terms and fees applying to a booked appointment will normally be those communicated when the booking was confirmed, unless a change is required by law, regulation, professional guidance or clinical necessity.
Any material change affecting an existing booking will be communicated to you.
19. Governing law
These Terms and Conditions are governed by Scots law.
The Scottish courts will have jurisdiction, although this does not prevent a consumer who lives elsewhere in the United Kingdom from relying on any mandatory rights available in the place where they live.
20. Contacting us
Questions about these Terms and Conditions should be directed to:
Equilibria Neurodivergence Service
Floor 1, 25 Blythswood Square, Glasgow, G2 4BL
info@equilibriahealth.com
0141 331 2764
Last updated: 22.09.2026