General Terms of Engagement and Fees

This document sets out the terms on which Jiao Ltd undertakes work for its clients.

Scope of Clinical Services

Jiao Ltd offers:

Occupational therapy assessments
Assistive technology consultations
Online and in-person training sessions

INSTRUCTIONS

It is vital that you provide us with all relevant information to enable us to carry out our work in your best interests and that you notify us of any changes to that information.

You have the right of access under data protection legislation to the personal data that we hold about you. We are registered with the Information Commissioners Office (ICO) and comply with the Data Protection Act 2018 (UK Gov). We use the information you provide primarily for the provision of therapy services to you. Our use of the data you provide is subject to your instructions, the Data Protection Act and our duty of confidentiality. As part of this contract Jiao Ltd acts as a data controller and/or data processor, as appropriate to the services being provided, and will comply with applicable data protection legislation.

On occasion we may use and include details of clients and the service we have provided for our publicity or marketing material. No details of your identity or data will be revealed without your prior consent.

DATA RETENTION

Client records will be retained for a minimum of 8 years after the last contact. For children, records will be retained until the child’s 25th birthday or 8 years after the last contact, whichever is longer.
Financial records will be retained for 6 years from the end of the financial year in which the transaction took place.
Personnel records will be retained for 6 years after the employment has ended.
Complaints records will be retained for 10 years after the resolution of the complaint.

Data Protection Complaints Procedure

Last Updated: June 2026

Jiao Ltd is committed to protecting personal data and complying with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and associated legislation.

If you are unhappy with how Jiao Ltd has collected, used, stored, shared or otherwise processed personal information, you have the right to raise a data protection complaint.

This procedure explains how such complaints will be handled. The ICO now requires organisations to provide a clear process for handling data protection complaints.

How to Make a Data Protection Complaint

You can submit a data protection complaint by:

Completing our online Data Protection Complaint Form; Jiao Ltd Data Protection Complaints Procedure – Fill in form
Emailing: privacy@jiao.life
Writing to:

Data Protection Lead
Jiao Ltd
9 Lime Tree Place
St Albans
AL1 3BD

Please provide as much information as possible, including:

Your name and contact details;
The person whose data is involved (if different from you);
A description of your concern;
Relevant dates;
Any supporting documents;
The outcome you would like us to consider.

What Happens Next

Acknowledgement

We will acknowledge receipt of your complaint within 30 calendar days of receiving it.

Investigation

We will investigate your concerns fairly and objectively. This may involve:

Reviewing records;
Examining policies and procedures;
Speaking with relevant staff or contractors;
Requesting further information from you where necessary.

During the investigation we may contact you if we need clarification or additional information.

Outcome

Once our investigation is complete, we will provide a written response explaining:

Our findings;
Any action taken or proposed;
Any remedial measures identified;
Your options if you remain dissatisfied.

We aim to resolve complaints as promptly as possible, although more complex matters may require additional time.

If You Are Not Satisfied

If you remain dissatisfied after receiving our response, you have the right to raise your concerns with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection.

Information about making a complaint to the ICO can be found at:

https://ico.org.uk/make-a-complaint

We encourage individuals to allow us the opportunity to investigate and respond before approaching the ICO, though you are entitled to contact the ICO at any time.

Data Protection Lead

The person responsible for overseeing data protection complaints at Jiao Ltd is:

Luke Thompson
Director, Jiao Ltd
Email: privacy@jiao.life

Record Keeping

Jiao Ltd maintains a record of all data protection complaints received, investigations undertaken and outcomes provided. Complaint records are retained only for as long as necessary to demonstrate compliance with legal and regulatory obligations.

Jiao Ltd Data Protection Complaints Procedure – Fill in form

FEES (Reviewed July 2026)

(Prices valid from July 2026 until further notice. Please contact me to discuss your specific requirements or for a tailored quote. Discounts may be available for block bookings or ongoing repeat work.)

Our pricing is determined by the amount of time required to complete your project. Any estimate provided is intended as a guide only. Where additional work becomes necessary, Jiao Ltd will discuss this with the client and seek agreement before significant additional costs are incurred. Where work is completed in less time than estimated, only the time actually worked will be charged.

Professional time is charged in 15-minute increments and rounded up to the nearest 15 minutes. This applies to direct clinical work, report writing, correspondence, meetings, telephone calls, research, administration and other professional activities undertaken on behalf of the client.

Service	Rate	Details
Consultancy/Clinical	£120 per hour	Charged for assessment, intervention, or advice.
Consultancy Day Rate	£600 per day	Up to 8 hours, includes travel time. Expenses (mileage, parking, etc.) charged at cost.
Full-Day Training	£950 per day	Up to 8 hours, includes travel time. Expenses charged at cost.
Half-Day Training	£450 per half-day	Up to 4 hours, includes travel time. Expenses charged at cost.

Estimate of regular services
Initial AT Assessment with report/recommendations	15 hrs
Block of 6 therapy sessions – including admin	9 hrs
Review documents and attending meeting	6 hrs
Virtual Meeting / support	1 hrs

Please note that we reserve the right to change our pricing anytime, but we will notify you beforehand.

In addition to our fees, any payments to third parties (disbursements) will be charged separately. We will inform you of any significant disbursements, which will be charged at cost.

FURTHER INSTRUCTIONS

Where a client has entered into a Letter of Engagement with Jiao Ltd, subsequent instructions for related professional services may be undertaken under the same Letter of Engagement and these Terms unless otherwise agreed in writing.

Such services may include assessments, reports, reviews, meetings, training, equipment trials, implementation support, supervision, consultation and other related professional services.

TRAVEL

All travel arrangements must be agreed upon in advance.

Mileage charged at 60p per mile, with travel time charged at 50% of the hourly rate. Any congestion charge, parking, public transport is charged fully to client.

PAYMENT

Payment can be made by Bank Transfer or Cheque.

We require full payment of services within 7 days of the invoice date. In the event of late payment Jiao Ltd reserves the right to apply a late payment admin fee of £30, with an additional statutory interest at a rate of 8% per annum above the Bank of England base rate, calculated from the invoice date until payment is received.

We reserve the right to suspend services until payment is received. Jiao Ltd reserves the right to recover unpaid fees through the courts where appropriate.

Payment methods: Please provide a purchase order number of reference for our invoicing system. Payment can be made by Bank Transfer or Cheque.

CANCELLATION

Cancellations must be made as soon as possible before the scheduled appointment. Cancellations of 48 hours or less will incur a 100% charge for the booked service.

AMENDMENTS TO TERMS

Jiao Ltd reserves the right to update or modify these terms of engagement at any time. Any changes will be posted on this web page and will be effective immediately upon posting. We will notify you of any significant changes via email. By continuing to use our services after such changes, you agree to be bound by the updated terms. If you have any questions or concerns about the changes, please contact us.

TERMINATION

Either party may terminate this agreement or a letter of engagement with 30 days’ written notice. Immediate termination may occur in cases of gross incompetence or breach of contract.

RESPONSE TIMES

We are committed to replying to our clients within 48 hours of receiving communication. When email is used please ensure you use the correct address and be aware confidentiality of emails cannot be guaranteed. We therefore anonymise (use initials or pseudonym) personal information in email communications and advise clients to do likewise.

PROFESSIONAL

Recommendations and opinions provided by Jiao Ltd are based on the information available at the time and represent professional judgement. Decisions regarding the purchase, implementation or ongoing use of equipment, technologies, services or interventions remain the responsibility of the client and relevant decision makers.

All our therapists are registered with the Health and Care Professions Council and have professional indemnity insurance.

COMPLAINTS

If you are unhappy with our service or would like to make a complaint, please contact Luke Thompson (admin@jiao.life). We request that you put your comments or complaints in writing and indicate the action you would like to be taken.

If your complaint relates specifically to the processing of personal data, please refer to the Data Protection Complaints Procedure above or contact privacy@jiao.life.