Policies and procedures

HOURS OF OPERATION:

The main building is open from 6:00am to 10:00pm, all clients need to be in their rooms by 10:00pm. Warnings will be issued to any guest who continually sets off the alarm and it is at the discretion of The Diamond Rehab Thailand to have a guest removed.

WEEKLY GROUP SCHEDULE & PRIVATE SESSIONS:

Weekly group – Monday to Friday. All schedules for the upcoming week will be available in your room each Friday. Kindly ensure that any changes or additions are confirmed with the

THERAPY & LEISURE PACKAGES:

Client will receive an updated status of their therapy and leisure packages once per week in their room. Client is entitled to have three 1-1 sessions per week, one outing per week, as well as one massage per week. Extra outings, Spa, 1-1 sessions etc. will be invoiced to your account.

RECOVERY PRINCIPLES:

Please take note that you will be exposed to many different recovery principles and applications during your therapy and we encourage you to select the approach and implementation that will best suit you to ensure a congruent and effective process.

MEDICAL ROOM:

Medical staff are on duty and available 24 hours a day. Should the medical room not be open at any given time and you need medical assistance, kindly inform a member of staff or contact the number on the medical room door of the on-duty medical professional. Final medication rounds for night medication and sleeping tablets will be handed out between 9pm to 10pm. Should you wish to take your evening medication a bit later you are welcome to request this from the medical room. All medications will be handed out by our medical staff in the presence of a The Diamond Rehab member. Clients are not allowed to handle their own medications and must be taken in the medical room.

Medical Room Hours:
Morning: 7am-8:30am
Afternoon: 1pm-2pm
Evening: 6pm-7pm
Night: 9pm-10pm

FINANCE & BILLING:

A 50% deposit is due to confirm your booking and the balance is due prior or on arrival. If the client decides to leave treatment within 72 hours after arrival, the client will get a refund of 50% of the balance. Your account is updated weekly for your convenience. Your invoice and an updated statement will be placed in your room once a week. Due to your incidental deposit of USD 500.-, your account will always begin in a credit. Payment is only due should when you exceed your incidental credit. Should you have any queries regarding your bill, kindly make an appointment with a member of the finance team at the admin office.

MEDICAL AID AUTHORISATIONS & CLAIMS:

At The Diamond Rehab we endeavour to ensure that all the needs of our clients are met. We are not contracted directly to any medical aid scheme. We request that our clients process their medical aid claims in their own personal capacity. Therefore, we require that all fees be paid prior to the commencement of your program. We will however assist with a medical aid pre-authorisation and provide you with an invoice and completion letter, which are required to process your claim. Please note that the completion documents will be provided after your treatment with the relevant substance abuse codes attached to ensure that the maximum benefit is made available to you.

It is up to the client to follow up with the medical aid provider to ensure that the funds claimed are reimbursed and any discrepancies are handled in a timely manner; The Diamond is not responsible for this process.

ROOM SERVICE:

Please note that we do not offer meals in the rooms.

EXCURSIONS & WEEKENDS:

During your recovery process Saturdays & Sundays have been set aside to allow you to reconnect with your loved ones or enjoy the beauty of The Diamond Rehab area. Visiting hours for the weekdays are 5pm-7pm, for weekends 9am-6pm.

This is your leisure time and should you need help booking excursions for you and your family please request this thru a special request form. All requests must be submitted 48hrs prior to the date of the excursion.

SPA:

The Diamond Rehab has a Spa Therapist available, offering a unique beauty experience focused on individual needs from head to toe. All treatments will be done in the privacy of our on-site spa.

GYM:

Clients are welcome to make use of our off-site Gym facility, sweat towels are available in the gym. Available times:

Weekdays morning 7am-8am
Weekdays afternoon 4pm-5pm
Weekend anytime

SHOPPING TRIPS:

The Diamond Rehab does not facilitate clients personal shopping.

Should you need any clothing item, ask for a special requests form and our staff will order it from an online shop. Please be aware that your purchases will be opened and screened by an assigned member of staff in your presence.

SPECIAL REQUESTS:

Please ensure that you complete a special request form found at the administration office and hand it in during client morning meetings. Please note that your request will need to be submitted at least 24 – 48 hours in advance as the team will need to discuss before feedback is given. We request your patience and understanding in this regard.

WI-Fl:

We offer fiber optic WIFI throughout the whole property 24/7. We ask our clients to not use their phones during group sessions and individual sessions.

SMOKING:

All our rooms are non-smoking rooms. At 10pm you can smoke on the balcony.

DIAMOND SHOP:

The Diamond Bar is available at your convenience, please note that all items purchased are invoiced to your account and must be settled on a weekly basis. Kindly note that the Diamond Bar closes at 10pm.

TOILETRIES & STATIONERY:

Toiletries and stationery items are for sale at the Diamond Shop, kindly see the item and price list available in the Diamond bar. Female Hygiene products are available from the medical room and if needed will be charged to your account.

Should you require any special toiletry item, kindly order it through the medical room. When delivery takes place, you will be required to collect your purchase from the administration.

MEAL TIMES:

Meals are served in our living room in the main building at the following times:

Breakfast: 7:30am – 9:00am
Lunch: I:00pm – 2:00pm
Dinner: 5:30pm – 7:00pm

Please make arrangements with the nurse if you feel that you may miss a meal so that they can set a plate aside for you. We ask for your consideration in following the meal schedule as the kitchen must have a cut off time to clean and prepare for your next meal. Clients are welcome to ask for an extra serving at meal times, at no additional charge and according to the daily menu. Clients will be asked to already order lunch and dinner for the next day, so our cooks can prepare and buy fresh products.

VISITOR MEALS:

Clients of The Diamond Rehab must give a minimum of 48hrs notice of any guest they may expect for meals and it is at the discretion of The Diamond Rehab management to approve. Visitor meals are only allowed over the weekend.

VISITOR MEALS:

KEYS:

You have been supplied with a key labelled with your room number. Please ensure that you lock your room when not there and turn your air-conditioning off. Kindly note that all keys need to be removed from the doors in the evenings in case of emergency or for general night checks.

TV:

Every room is equipped with a TV and linked to a select bouquet of channels. If you have any problems with viewing please report this and we will gladly come to your room to assist.

PETS/SERVICE ANIMALS:

We only allow service animals with conditions. Service animals remain the responsibility of the owner and The Diamond Rehab is not responsible nor liable for service animals, their injuries or even death. You must ensure that your service animal does not disturb other clients and socialises well with others. Kindly contact the admissions staff member should you require assistance. All guests will need to sign our service animal polices & procedures before you check into The Diamond Rehab.

FIRE:

Fire extinguishers are located in each room. In case of a fire please evacuate your room and go to the security gate area; the emergency assembly point. Please familiarise yourself with the location.

WATER:

We have water dispensers throughout the property to fill your bottles. You cannot drink water out of a tap.

SEPTIC TANK:

Please do not throw any toilet paper or female hygiene products down the toilets as we run on a septic tank system.

HOUSEKEEPING:

Our housekeeping staff will come in each day to clean your room. Housekeepers have a schedule for cleaning the rooms, should they not be allowed in your room, please note that your room may not be cleaned that day. The Diamond Rehab is not responsible for lost, damaged, or stolen personal items. All private rooms are equipped with in-room safes.

LAUNDRY:

Should you have laundry that needs to be done, kindly place all items in the basket provided in your room. To ensure no clothes get lost in the wash please complete the laundry slips provided. Housekeeping will not take away laundry should the filled in slip not accompany your laundry.

We will endeavour to have your laundry back on the same day or the next. Please bear in mind that we separate colours. Kindly note that laundry will be done twice per week.

Hand washing or items that need to be dry cleaned must be specified and placed in the laundry bag labelled “Hand Wash”.

LAUNDRY DISCLAIMER:

While every care is taken with goods entrusted to us and only the best and most advanced cleaning processes are used, all goods are received at owners’ own risk, as certain defects in material become noticeable only during the cleaning or drying process.

We do not accept liability for loss or damage by fire, theft, burglary, stretching, shrinking or staining and non removal of stains. All articles are accepted on the basis of it being used and of second-hand value. Compensation shall not exceed 3 times the cleaning charge. No complaints will be considered unless logged in writing within 24 hours.

LINEN / TOWELS:

Linen and towels will be changed twice per week by housekeeping. On change of linen day, we request to have the sheets by 8am latest. If the housekeepers are not allowed to enter your room by that time the linen will only be changed on the next linen run. Should you want your towels changed before the set date, kindly place them on the floor.

A pool towel is provided as a courtesy and placed at your private pool and the community pool area.

POWER FAILURE:

In the event of a power failure, there is a torch in the cupboard. We have a generator which will power the entire property in the event of a power failure or load shedding and will be started within minutes of the failure.

SECURITY:

The Diamond Rehab property is under video surveillance and patrolled by guards 24 hours a day. There is a panic button located in each room, close to the main door. In the event of an emergency or medical emergency, please press the button and medical staff and the security staff will assist speedily.

Please note that the outside lights will come on automatically in the evening or be switched on by the security guards.

DEPARTURE:

Check out time from your room is scheduled for 10am. At that time management will process your discharge paperwork. Any outstanding invoices must be paid in full 24 hours prior to departure.

Kindly ensure that your bags are packed and ready by 10am for our staff to take your bags to reception. In addition, a room inventory search will be conducted to assure that no private property has been removed or damaged, if so, the guest will be billed accordingly.

A medical check up is to be done the evening prior to your departure in order to undergo a medical discharge. Kindly report to the medical room.

GRATUITY:

We are happy for you to leave a monetary token of your appreciation to our grounds, housekeeping, waiting & kitchen staff if you feel you have received exceptional service. This may be arranged with the finance department a day before your departure and will distribute to relevant staff. Please do not give The Diamond Rehab staff monies or tokens personally as we have a strict disclosure procedure.

COMPLIMENTS & COMPLAINTS:

A suggestion box can be found at the Diamond Bar, kindly make use of this for any compliment or complaint. Alternatively, please feel free to direct any grievances to sergio@diamondrehabthailand.com for the attention of the Directors.

LETTER OF INDEMNITY

The Diamond Rehab Thailand
Letter of Indemnity, Waiver, Behavioural Contract & Acknowledgement of Care

Client Name: __________________________
Date of Birth: __________________________
Admission Date: ________________________

At The Diamond Rehab Thailand, our priority is to provide the highest level of professional care in a safe, respectful, and supportive environment. This agreement is designed not only to protect the Centre, but also to protect you as the Client and your family. It ensures that everyone is fully informed of the expectations, responsibilities, and limitations of care, so there is clarity and transparency from the beginning.

By signing this agreement, you acknowledge your own role in your recovery, your responsibility to communicate openly with staff, and the importance of respecting the rules that keep all clients safe. At the same time, this document protects your family and our team by setting clear guidelines and legal boundaries.

Indemnity & Waiver of Liability

The Client and family acknowledge that participation in treatment carries inherent risks, including but not limited to withdrawal, relapse, accidents, self-harm, suicide, medical complications, or death.
The Diamond Rehab, its directors, employees, affiliates, and contractors shall bear no liability for any injury, illness, accident, self-harm, death, or other incident occurring during or after treatment.
In the event of death, self-harm, accident, or medical emergency, all related costs (hospital, legal, repatriation, funeral, etc.) shall be borne by the Client and/or family.

Health Insurance

Proof of valid health and travel insurance must be provided before or at admission.
Without valid insurance, the Facility accepts no responsibility for medical, hospital, or emergency costs.

Non-Urgent Medical Checkups

Any medical checkups or investigations requested by the Client but deemed non-urgent by the clinical team may be postponed until after discharge.
If the clinical team approves such a checkup during treatment, the Client accepts that results may cause anxiety, require follow-up, or affect the treatment schedule.
The Diamond Rehab shall bear no liability for disruption, distress, or program changes resulting from elective or non-urgent health investigations.

Behavioral Contract

The Client agrees to the following rules:

Sobriety: No alcohol, drugs, or mood-altering substances.
Mandatory attendance at all group sessions and one-to-one therapy sessions
Sexual Boundaries: No dating, sexual relationships, or sexual communication (online or in person) with peers, staff, or members of the public.
Compliance: Clients must comply with all treatment requirements, including handing over phones if asked and undergoing random drug/alcohol testing.
Safety: No violence, threats, bullying, self-harm, or possession of contraband.
Mental Health Disclosure: The Client is fully responsible for immediately informing staff if they feel unsafe, severely depressed, experience suicidal thoughts, or thoughts of self-harm. Failure to disclose such feelings releases The Diamond Rehab from liability for any resulting actions or incidents.
Respect: Clients must respect staff, peers, property, and community rules.

Immediate discharge may occur for serious violations, including but not limited to: drug use, sexual activity, refusal to comply with treatment, possession of contraband, violence, or relapse.

Termination & Refund Policy

If the Client chooses to discharge within the first 72 hours, a 50% refund may be considered only if no breach has occurred.
After 72 hours, no refund is provided under any circumstances, including voluntary departure, breach, relapse, hospitalization, or death.
False or Withheld Information: If it is discovered that the Client provided false, misleading, or withheld critical information during the pre-assessment process (e.g. suicide attempts, psychiatric diagnoses, different substance use, or legal issues), The Diamond Rehab reserves the right to immediately discharge the Client. In such cases, a 50% refund of the remaining program fees will be provided, with the balance retained for administrative, therapeutic, and accommodation costs already incurred.
Management reserves the right to discharge a Client’s stay within 24 hours in the event of serious breach of rules or non-compliance.

Travel & Airport Handover

The Facility accepts duty of care until the Client is safely transported to Suvarnabhumi Airport (or designated departure point).
Responsibility ends once the Client is escorted as far as legally permitted (stairs toward immigration/security).
If the Client refuses to travel to the airport or otherwise declines arranged transportation, the Facility’s responsibility ends immediately once the Client departs from the Facility gates. After this point, the Facility holds no further responsibility.

Confidentiality

Client records are confidential and will only be released to the Client directly.
Payment by a third party does not entitle them to access confidential records.

Psychiatric Consultations & Recordings

In compliance with Thai law, all psychiatric consultations conducted by external or online psychiatrists will be video recorded.
These recordings are strictly confidential, used only to comply with legal requirements, and may be reviewed by licensed Thai psychiatrists when required to legally support prescriptions.
The written psychiatric report is the official and sufficient clinical record.
Clients do not receive copies of recordings. If a Client insists on access, they may review the recording in the medical room under staff supervision. During such review, the Client is not permitted to record, copy, or film the screen (e.g., with mobile phones
or other devices).
All recordings will be securely deleted upon the Client’s discharge from The Diamond Rehab.
If you choose to cancel one of your appointments with our Psychiatrist, Dr Roshan, then you must do so 72 hours in advance. If you fail to do so then you will be charged the full amount of the session fee at $100.

AI Consent Agreement

At The Diamond Rehab Thailand, we use artificial intelligence (AI) tools to enhance administrative efficiency and clinical documentation. AI serves solely as an assistive tool, with all healthcare decisions made exclusively by licensed professionals.

How AI May Be Used

Administration: Appointment scheduling, reminders, billing support.
Documentation: Drafting structured notes for provider review.
Education: Providing general health information resources.

AI does not diagnose, treat, or make medical decisions. All AI-generated content is reviewed by a qualified practitioner before being included in the client’s record.

Jurisdiction

This agreement is governed by the laws of the Kingdom of Thailand.
Jurisdiction lies exclusively with the courts of Prachuap Khiri Khan Province.