12-Month Programme — Terms of Service

Effective date: 1st July 2026 — FY 2026/27

Provider: Clean Slate Clinic Ltd (CRN 15100531)

Correspondence address (UK): Market House, 10 Market Walk, Saffron Walden CB10 1JZ

Email: services.uk@cleanslateclinic.com

Telephone: 0204 345 5678

Website/portal: https://www.cleanslateclinic.co.uk

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Important
These terms are written for UK consumers and reflect UK consumer protection law. Where any mandatory right applies, it takes priority over these terms. Nothing in these terms limits your statutory rights.

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1. Agreement

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This Services Agreement (“Agreement”) is made between Clean Slate Clinic Ltd (CRN 15100531) and the individual agreeing to these terms (“Client”). This Agreement sets out the terms under which Clean Slate Clinic will provide its services to the Client.

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By agreeing to this document, the Client confirms acceptance of these Terms of Service, the Privacy Policy accessible here: UK Privacy Notice, and any required consents associated with the service. The Client acknowledges that proceeding into the 12-Month Programme beyond the First Clinician Appointment (as described in Clause 2) constitutes a legally binding financial commitment in accordance with Clauses 5 and 7.

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2. Payment Options

The Client agrees to pay for the Clean Slate Clinic 12-Month Programme through one of the following options:

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(a) One payment totalling £3,600; or

(b) 12 monthly payments of £350 totalling £4,200 (“Payment Plan”).

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All prices are in GBP. Our clinical services are VAT exempt. If any item is VAT-able we will show VAT at checkout/invoice.

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The first payment must be made before the First Clinician Appointment. For Payment Plan Clients, subsequent payments will be automatically charged each month to the nominated payment method. Failure to choose a payment option or to make the first payment before the First Clinician Appointment may result in delays or denial of services until the payment obligations are met.

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The Programme fee covers all three phases described in Clause 3, including clinician and prescriber appointments, care-package materials, and access to specified group resources. Any add-on services you choose (see Clause 11) are charged separately. Any charges or costs charged by your chosen pharmacy for dispensing prescribed medication are payable by you and are not included in the Programme fee.

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First Clinician Appointment only

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As an alternative, the Client may elect to attend the First Clinician Appointment only, for a fee of £150, without committing to the full 12-Month Programme. If, following that appointment, the Client elects to continue into the full Programme, the £150 already paid will be credited against the Programme fee, and the Client must pay the balance under one of the following options:

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(i) One payment of £3,450; or

(ii) 12 monthly payments of £337.50 totalling £4,050.

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Payment of the first instalment (or the upfront balance, as applicable) constitutes acceptance of these Terms of Service in full. By making that payment, the Client acknowledges and agrees to the financial commitments set out in Clauses 5 and 7.

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3. Programme Description

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The Clean Slate Clinic 12-Month Programme consists of three phases, delivered via one of two clinical pathways (Medicated or Non-Medicated) as determined under Clause 3.1 below.

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Phase 1: Assessment & Pathway Determination. First Clinician Appointment, Second Clinician Appointment, and Medical Review. Care package, bloodwork (if required), and preparation for the next phase of treatment, over approximately two weeks.

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Phase 2: Acute Treatment. Five clinical reviews delivered according to the Client’s clinical pathway:

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— Medicated pathway: a structured period of medically supervised home-based withdrawal with daily clinician reviews, followed by a further Medical Review, which includes discussion and prescribing of craving-reduction medication (where clinically appropriate).

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— Non-Medicated pathway: five clinician transition reviews spaced over a longer period, supporting the Client’s recovery without intensive medicated withdrawal.

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Phase 3: Aftercare Support. Regular clinician reviews over the remainder of the 12 months (nine reviews on the Medicated pathway, ten reviews on the Non-Medicated pathway), together with unlimited access to SMART Recovery meetings and online resources.

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On completion of Phase 3 (12 months following Programme commencement) the Client will be discharged from the Clean Slate Clinic Programme. Additional services can be purchased thereafter.

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3.1 Clinical Pathway Determination

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Following the First Clinician Appointment, the treating clinician will determine the appropriate clinical pathway for the Client (Medicated or Non-Medicated), based on the recommended treatment plan, having regard to the Client’s clinical presentation and recovery needs. Both pathways are part of the same 12-Month Programme, involve the same total number of clinical appointments and the same Programme fee, and are delivered under this Agreement. The Client acknowledges that the pathway is a clinical decision made in the Client’s best interests by their treating clinician.

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Clinical disclaimer: We cannot guarantee specific health outcomes. Care is delivered with reasonable skill and care by appropriately qualified personnel.

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4. Cost Breakdown

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The Programme fee covers two main cost components:

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Assessment & Pathway Determination (Phase 1) — £950

Acute Treatment and Aftercare (Phases 2–3) — £2,650 (upfront) or £3,250 (Payment Plan)

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Total Programme fee: £3,600 (upfront) or £4,200 (Payment Plan), payable under one of the options in Clause 2.

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5. Payment Terms

The Programme is a single integrated therapeutic Programme delivered across Phases 1–3 as described in Clause 3.

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Phase 1 — Opt-out window. During Phase 1 (Assessment & Pathway Determination), the Client may elect to opt out of the Programme. The amounts payable on opt-out during Phase 1 are set out in Clause 7. The Client is not committed to the full Programme fee during this phase.

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Phase 2 onwards — commitment. By commencing Phase 2 (Acute Treatment), the Client commits to the Programme. If the Client stops the Programme early (whether by withdrawal, cancellation, or discharge under Clause 9), the amount payable by the Client is determined in accordance with Clause 7 — broadly, by reference to (i) services delivered up to the date of withdrawal and (ii) reserved clinical capacity that Clean Slate Clinic cannot reallocate, taking account of any savings. The Client’s statutory rights under the Consumer Rights Act 2015 and other applicable consumer law are not affected.

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Clients may choose to pay the Programme fee in full upfront or via a Payment Plan. Choosing a Payment Plan does not convert the Programme into a month-to-month or cancellable service. This structure enables Clean Slate Clinic to allocate appropriate clinical resources to support the Client throughout their recovery and ensure continuity of care.

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Clean Slate Clinic may, at its sole discretion, offer goodwill refunds or credits in exceptional circumstances (such as significant changes in the Client’s medical or personal circumstances, or where strict application of the services-rendered formula would produce an unreasonable outcome). Any such concession is granted as a matter of discretion and does not modify the Client’s contractual obligations under this Agreement or create any entitlement to similar treatment in future cases. This paragraph does not limit the Client’s statutory rights.

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Chargeable appointments are forfeited and non-refundable. Additional sessions may be purchased separately, if required.

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6. Payment Authorisation

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The Client authorises Clean Slate Clinic to deduct payments from their nominated payment method in accordance with Clause 2 and any other amounts payable under this Agreement. The Client must ensure the payment method remains valid with sufficient funds. If a payment method expires, is lost, or otherwise becomes invalid, it is the Client’s responsibility to provide an updated payment method prior to the next scheduled or due payment.

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7. Refunds and Cancellation Policy

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To cancel, email services.uk@cleanslateclinic.com from the email address on your account, stating your name and that you wish to cancel.

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The following refund and opt-out terms apply:

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(a) Statutory cancellation (distance contracts). You have a legal right to cancel within 14 days of entering into this Agreement. If you asked us to start providing services during that period and you cancel, you must pay a proportionate amount for services provided up to the time you notify us. This statutory right operates independently of, and in addition to, paragraphs (b)–(e) below.

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(b) Cancellation before the First Clinician Appointment. If the Client cancels more than 24 hours before the First Clinician Appointment, they are eligible for a full refund of all amounts paid.

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(c) Opt-out after the First Clinician Appointment. If the Client attends the First Clinician Appointment and opts out within 48 hours and notifies Clean Slate Clinic of the opt-out in writing, the amount payable by the Client is £150. Any amounts paid by the Client in excess of £150 will be refunded.

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(d) Opt-out after the Second Clinician Appointment (during Phase 1). If the Client proceeds to the Second Clinician Appointment (or any further appointment within Phase 1) and subsequently opts out before commencing Phase 2, and notifies Clean Slate Clinic of the opt-out in writing during Phase 1, the amount payable by the Client is £950 (covering Phase 1 — Assessment & Pathway Determination). Any amounts paid by the Client in excess of £950 will be refunded. If the Client has paid less than £950 (for example, under a Payment Plan), the Client remains liable for the balance up to £950, which Clean Slate Clinic may charge to the Client’s nominated payment method under Clause 6.

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(e) Withdrawal during or after Phase 2 (services-rendered model). If the Client withdraws from, or is discharged from, the Programme after commencing Phase 2, the Client remains liable for the Programme fee subject to a services-rendered reduction. The amount payable is calculated in accordance with the following formula:

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Amount payable = A + B – C

where:

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A = the value of services already delivered to the Client up to the date of withdrawal or discharge, valued at the per-appointment rate corresponding to the Client’s payment option under Clause 2:

— Upfront: £200 per chargeable appointment (£3,600 ÷ 18 scheduled appointments);

— Payment Plan: £233.33 per chargeable appointment (£4,200 ÷ 18 scheduled appointments).

Care packages, where delivered, are valued at the rate in Clause 11.

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B = the value of reserved clinical capacity for the remainder of the Programme that Clean Slate Clinic cannot reasonably reallocate within 14 days of the Client’s notification of withdrawal. This will not exceed the value of two further scheduled appointments at the Client’s per-appointment rate.

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C = any savings that Clean Slate Clinic makes by not delivering the remainder of the Programme (for example, prescriber appointments not attended, materials not dispatched, group access not used). For Clients on the Payment Plan, any unpaid future instalments that are no longer payable are accounted for in this calculation.

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The total amount payable under this paragraph will not exceed the Programme fee under Clause 2 corresponding to the Client’s payment option. Clean Slate Clinic will provide a written breakdown of the calculation on request, within 14 days of the request.

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Worked example (Upfront Client). A Client on the upfront option (£3,600 paid) withdraws after attending all three Phase 1 appointments, all five Phase 2 appointments, and three Phase 3 appointments, with one further Phase 3 appointment missed without notice (12 chargeable appointments). A = 12 × £200 = £2,400; B = £400 (two appointments at £200); C = £0 (no instalments to cancel). Amount payable = £2,400 + £400 – £0 = £2,800. The Client is refunded £3,600 – £2,800 = £800.

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Worked example (Payment Plan Client). A Client on the Payment Plan (£350/month) has paid six instalments (£2,100) and withdraws after the same 12 chargeable appointments. A = 12 × £233.33 = £2,800; B = £466.66 (two appointments at £233.33); C = the value of cancelled future instalments not yet paid, applied in the calculation. Amount payable = £2,800 + £466.66 – £0 = £3,266.66. The Client has paid £2,100; they remain liable for £1,166.66, which is charged to their nominated payment method, and remaining future instalments are cancelled.

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General Refund Terms

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Refunds are available only in the circumstances outlined above or in exceptional circumstances as determined by Clean Slate Clinic management. Refunds will be processed within 14 days to the original payment method. Administrative fees will not exceed £50. For the purposes of this clause, “services rendered” means any appointments conducted, care packages delivered, or assessments completed.

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Home Phlebotomy and Blood Test Appointments

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Your home phlebotomy and blood test appointments are arranged through our partner, Bloods and Beyond. If you need to cancel or rearrange, the following applies:

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(a) More than 24 hours’ notice. You’ll be entitled to a full refund.

(b) Less than 24 hours’ notice. We’re unable to offer a refund, but Bloods and Beyond will do their best to rearrange your appointment at a time that works for you.

(c) Within 2 hours, or not ready for the appointment. If you cancel within two hours of the scheduled time, are not available at the agreed location, or have not followed the preparation instructions provided in advance, the replacement appointment cost will not be covered by the Clean Slate Programme cost. You will be responsible for the cost of rebooking an appointment.

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Please see Bloods and Beyond full terms and conditions here:
https://bloodsandbeyond.co.uk/patient-phlebotomist-safety/#cancellation

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You are responsible for directing all notifications, rescheduling requests and cancellations directly with Bloods and Beyond.

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8. Obligations and Warranties

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The Client agrees to pay the amounts payable under this Agreement, calculated in accordance with Clauses 5 and 7. The Client acknowledges that the Programme is not a subscription service but a legally binding financial obligation, subject to the Client’s statutory rights.

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Clean Slate Clinic warrants that all personnel delivering services are appropriately qualified, trained, and experienced in accordance with UK healthcare regulations. Services will be provided with due care and in compliance with Clean Slate Clinic’s Privacy Policy and clinical guidelines.

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9. Consequences of Non-Payment and Discharge

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Failure to meet payment obligations may result in:

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(a) Suspension of services until overdue payments are resolved.

(b) Transfer to a collection agency for recovery, with reasonable third-party costs actually incurred borne by the Client.

Clean Slate Clinic may also discharge the Client from the Programme in either of the following circumstances:

(c) Non-engagement. The Client misses two or more scheduled appointments without notice (or has two or more late cancellations in succession), and does not re-engage following at least two documented follow-up attempts by Clean Slate Clinic.

(d) Conduct breach. The Client behaves in a manner that is abusive, threatening, or otherwise unreasonable towards Clean Slate Clinic staff, or materially breaches this Agreement.

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Following discharge under (c) or (d), the amount payable by the Client is determined in accordance with Clause 7(e) (services-rendered model). Discharge does not affect any amounts already due and payable, nor any of Clean Slate Clinic’s rights under this Agreement.

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10. Amendments

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This Agreement may only be amended in writing, agreed by both parties. Separately, Clean Slate Clinic may update these terms from time to time in accordance with Clause 17.

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11. Additional Services (pay-as-you-go)

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Additional services beyond those included in the Programme will be charged as follows:

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60-minute clinician appointment — £250
30-minute clinician appointment — £125
Care package — £250
60-minute prescriber appointment — £400
30-minute prescriber appointment — £200
60-minute addiction psychiatrist appointment — £600
Clean Slate Conversations (SMART Recovery) monthly access — £50

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Relapse Withdrawal Support. If a Client experiences a relapse during the Programme and requires further medically supervised withdrawal support, this may be provided as a Relapse Withdrawal Support package comprising five 30-minute clinician reviews for a fee of £500. A prescriber appointment, if clinically required, is included in the rate above.

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Prices are in GBP. VAT will be shown at checkout/invoice if applicable (most clinical services are VAT exempt).

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12. Liability

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We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

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To the extent permitted by law, our liability for loss or damage arising from the services is limited to the total amount you have paid for the Programme/services giving rise to the claim. We are not responsible for delays or failures outside our reasonable control (e.g., internet outages, platform failures, courier delays). Your statutory rights are unaffected.

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Nothing in this Agreement limits your rights under the Consumer Rights Act 2015, including the right to repeat performance or a price reduction where services are not provided with reasonable care and skill.

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13. Important Client Acknowledgements

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(a) The Client acknowledges that the Programme represents a significant financial commitment. Before agreeing, the Client should consider their financial situation and seek independent advice if needed. By agreeing, the Client confirms they understand and agree to these terms.

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(b) The Client warrants that they are 18 or over and that they have the full right, power and authority to agree to and be bound by the terms of this Agreement. If the Client is under guardianship, the legal representative must agree to this Agreement on behalf of the Client and provide evidence of their authority on request.

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(c) By agreeing to this Agreement, the Client also acknowledges and agrees to Clean Slate Clinic’s UK Privacy Notice.

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(d) The Client acknowledges that services provided under this Agreement are for their personal use only. The Client may not assign, transfer, or sublicense their rights under this Agreement or share Clean Slate Clinic’s programme materials with third parties.

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(e) The Client agrees to provide accurate information, attend scheduled reviews, and use prescribed medicines as directed.

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(f) Person making payment. The person who agrees to this Agreement and makes payment is responsible for all amounts payable under this Agreement, regardless of whether they are the Client (the person receiving the services) or a third party paying on the Client’s behalf (such as a parent, family member, or other supporter). By agreeing to this Agreement, that person:

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(i) accepts the terms set out in this Agreement;

(ii) is liable for all amounts payable, including the Programme fee, additional services, Relapse Withdrawal Support, and any other charges;

(iii) authorises Clean Slate Clinic to charge their nominated payment method in accordance with Clauses 2, 6, 7, and 9; and

(iv) acknowledges that, where they are not the Client, clinical decisions and the delivery of services remain matters between Clean Slate Clinic and the Client, and that they have no entitlement to access the Client’s clinical information without the Client’s consent.

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(g) Promotional discounts. The Client acknowledges that Clean Slate Clinic may from time to time offer promotional discounts on Programme fees, including paired sign-up discounts (where two new Clients enrol together) and refer-a-friend discounts (offered to a new Client referred by another person). Any discount applies only to the new Client(s) enrolling at the time, is reflected in the Programme fee payable under this Agreement, and continues to apply for the duration of that Client’s enrolment regardless of any change in circumstances of any other Client. Where a Client enrolled under a promotional discount becomes entitled to a refund under Clause 7, the refund is calculated on the discounted price actually paid. Promotional discounts have no cash value and cannot be combined with any other discount unless expressly stated.

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14. Data Protection and Confidentiality

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We process health data and other personal data under the UK GDPR and Data Protection Act 2018. Our lawful bases (Article 6) and conditions for processing special category data (Article 9) are set out in our UK Privacy Notice. We keep clinical information confidential and share it only where necessary for care, safety, legal obligations, payment processing, or with your consent. If we transfer data outside the UK, we use appropriate safeguards.

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15. Complaints and Contact

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If you have a concern, please contact us at services.uk@cleanslateclinic.com. We will acknowledge and aim to resolve your complaint promptly. If we can’t resolve it, we will tell you about appropriate alternative dispute resolution options.

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For urgent safety concerns, contact emergency services (111/999), and/or your GP.

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16. Notices

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We will send formal notices to the email you provided. Email is deemed received 24 hours after transmission unless a bounce-back is received. Please keep your contact details up to date.

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17. Changes to These Terms

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We may update these terms where necessary to reflect changes in law/regulation, clinical safety requirements, or operational changes that do not materially disadvantage you. We will notify you of any material changes. If a change materially disadvantages you, and you have not yet begun Phase 2, you may cancel before the change takes effect and receive any refund due under Clause 7.

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18. Governing Law and Jurisdiction

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This Agreement is governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings there.

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19. Definitions

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Programme Commencement Date means the date of the First Clinician Appointment (unless we agree otherwise in writing).

First Clinician Appointment means your first clinical appointment in Phase 1.

Care package means a box posted out containing a breathalyser, thiamine (vitamin) and written guidance shipped to support the Programme.

Working day means 9-5pm Monday to Friday, excluding public holidays in England.

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Chargeable appointment means any scheduled appointment that has been (i) attended by the Client, (ii) cancelled by the Client with less than 24 hours’ notice, or (iii) missed by the Client without notice. An appointment cancelled by the Client with 24 hours’ notice or more, or rescheduled by Clean Slate Clinic, is not a chargeable appointment.

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Key information for UK distance contracts (summary). We provide the pre-contract information required by UK consumer law, including: our identity, address and contact details; the main characteristics of the services; total price (including taxes/fees where applicable); payment and performance arrangements; complaint handling; and where relevant, information about cancellation and its effects. Full details are set out above and in your booking confirmation.