Response time

Our admissions line, email and WhatsApp are monitored 24/7. We acknowledge enquiries promptly and aim to return calls and messages without delay, day or night.

Assessment window

We arrange an admissions assessment as soon as practical, often the same day. This may be by phone, Zoom, or in person, depending on what is safest and most suitable.

Decision window

We confirm suitability after the assessment and internal review. If we need additional information, we will explain what is required and why.

Offer and deposit

When suitable, we issue a written offer detailing the package, provisional dates, and financial terms. A deposit is required to reserve the place. Validity and cancellation terms are included with the offer.

Start-date target

Same-day admission is possible once the admissions process is complete and arrangements are in place. Otherwise, admission is scheduled on the earliest mutually agreed date after the deposit is received.

Detox options

On-site medical detox. Where appropriate and safe, we can arrange on-site medical detox with supervision, prescribed protocols, and regular monitoring.

Hospital detox. If hospital-managed detox is indicated, we coordinate transfer, maintain contact throughout, and plan continuation of your programme with us once you are safe to return.

GP and psychiatry appointments

GP. We schedule a GP review on the day of arrival if you arrive within GP opening hours. For urgent admissions, we can arrange telephone or Zoom consultations with our GP before or shortly after arrival.

Psychiatry. Psychiatry appointments run twice per week with our psychiatrist. For urgent cases, we can arrange additional telephone or Zoom sessions as needed.

Documents needed

ID, a current medications list, relevant medical history, and any recent reports that may help the team. A GP or psychiatrist note is helpful if available. Consent forms are provided at offer stage.

Transfers and arrivals

We provide complimentary transfers within Spain to our centre. The nearest airports are Málaga (AGP) and Gibraltar (GIB). If you arrive at either, we arrange pick up at the agreed time and take you directly to the residence.

On arrival, we complete orientation and a safety and wellbeing check, confirm your first-day plan, and make sure you have everything you need.

Communication hours

Admissions, email, WhatsApp and phone are monitored 24/7. Once admitted, you will be given clear contact details for urgent and routine matters.

Refunds and changes

We outline cancellation, date changes, and what happens if care needs change in your offer. If a higher level of support is required, we help coordinate transfer and plan re-entry when safe.

Privacy

We comply with GDPR and Spain’s LOPDGDD. Your information is handled confidentially and only shared with your consent or where legally required.