Client/Member Agreement

As a client/member of DRIVEN NeuroRecovery Center (DRIVEN), you are part of a community built on respect, accountability, and mutual support. This agreement is designed to ensure a safe and positive environment, maximize access to care, maintain consistency in scheduling, and promote responsible use of subsidized program costs through sponsorships and fundraising efforts. Clients/members are expected to uphold these shared expectations to support the well-being of the entire community.

Code of Conduct
As a client/member of DRIVEN, you are expected to: 

• Treat all staff, volunteers, caregivers, and fellow clients/members with kindness, courtesy, and respect at all times. 
• Communicate in a considerate and constructive manner, both in person and through any written or electronic correspondence. 
• Value the diverse backgrounds, perspectives, and experiences of others within the DRIVEN community. 
• Refrain from any behavior that could be perceived as harassment, discrimination, intimidation, or bullying. 
• Follow all instructions and guidance provided by your trainer or the DRIVEN team to ensure your safety, progress, and the well-being of others. 
• Address any concerns or conflicts respectfully and, when needed, seek support from DRIVEN staff to resolve issues in a positive manner. 

Personal and Medical Care Needs
DRIVEN is not a medical facility and does not provide personal or skilled medical care. This includes, but is not limited to: 

• Ventilator support or respiratory assistance 
• Catheter, bowel, or bladder care 
• Feeding tubes or assistance with eating 
• Medication administration 
• Transfers or mobility assistance beyond what DRIVEN staff can safely provide 
• Behavioral support requiring dedicated one-on-one attention 
   
  If you require assistance with personal care or medical support during your time at DRIVEN, a qualified caregiver or nurse must accompany you for the duration of your visit. Clients/members who arrive without the necessary caregiver or medical support staff may not be permitted to participate in sessions for safety reasons. It is the responsibility of the client/member and/or their family to ensure appropriate support is in place. 

Health and Safety

• Wear appropriate attire (athletic clothing and closed-toe shoes) and follow all safety guidelines during sessions.
• Please notify DRIVEN staff immediately if you experience any discomfort during your session or while using the gym or participating in programs. 

Consent for Emergency Treatment
In the event that a client/member sustains any injuries while participating in activities or while on the premises of DRIVEN, the client/member may be examined and treated by health care personnel, including at medical facilities. You voluntarily consent to such examination and treatment, and release and forever discharge DRIVEN, its directors, officers, staff, employees, contracted employees, agents, and volunteers from any actions, suits, damages, claims, or judgments that may result from examination and treatment. 
 
Medical Clearance
Any changes in your health status or recent hospitalizations must be reported to DRIVEN’s Director of Neuro Services by emailing Info@DRIVENLV.org as soon as possible, and before returning for services. Keeping your information current helps us provide the best possible care and ensures your safety and access to services.  
 
If you experience any of the following, you must provide written clearance from a physician or licensed medical provider before returning to sessions.  

• Hospitalization for any medical reason 
• Surgery of any kind (including orthopedic, neurological, abdominal, etc.) 
• Cardiac-related issues (chest pain, arrhythmia, fainting, shortness of breath, etc.) 
• Stroke, TIA, or any neurological event 
• New fractures or suspected fractures 
• Dislocations or major musculoskeletal injury 
• Seizure activity or changes in seizure frequency/severity 
• New or worsening pressure sores 
• Active infectious disease requiring antibiotics 
• Any new diagnosis affecting exercise tolerance or safety (e.g., pulmonary embolism, uncontrolled diabetes, new spinal or neurological diagnosis) 
• Any situation where a physician, specialist, or ER physician recommended activity restriction 
• Falls resulting in injury requiring medical evaluation 
• Any medical procedure requiring anesthesia or sedation 
• Any condition involving loss of consciousness 
   
  Conditions NOT requiring medical clearance (unless complications occur): 

• Mild common colds 
• Mild flu or viral symptoms once fever-free 
• UTIs (after treatment is underway & symptoms improving) 
• Seasonal allergies 
• Minor muscle soreness not related to injury 

Facility Use

• Use all equipment properly, safely, and with care, following any posted instructions or guidance from staff. 
• Clean and sanitize equipment after use when applicable, ensuring it is ready for the next client/member. 
• Immediately report any equipment malfunctions, damage, or safety concerns to DRIVEN staff. 
• Remain within designated areas of the facility and respect the privacy and focus of other sessions in progress. 

Equipment Availability
If certain equipment is out of service or otherwise unavailable, DRIVEN will not provide refunds. However, every effort will be made to substitute equipment in specialized services to ensure continuity of care and programming. 

Communication
DRIVEN clients/members are strongly encouraged to remain subscribed to email communications from DRIVEN, including those sent via the WellnessLiving system. Staying subscribed ensures you receive important updates, scheduling information, and service-related notifications in a timely manner. Unsubscribing may result in missed communications that could affect your access to services and program participation. Clients/members who choose to unsubscribe from DRIVEN emails—including WellnessLiving notifications—are responsible for independently obtaining all updates, schedule changes, closures, policy changes, and any other important information. DRIVEN is not responsible for missed communications if a client/member has unsubscribed or otherwise disabled email notifications. Failure to receive updates due to unsubscribing does not exempt clients/members from policies, fees, or schedule changes. 

Clients who have previously unsubscribed from text and/or email communication through WellnessLiving, but would like to resubscribe, should inform the Client Care Coordinator in writing via email at ClientCare@DRIVENLV.org.

Information Changes

Keep your contact information up to date. If you experience any significant changes in your personal information, contact details, financial situation, or support needs, please notify DRIVEN by emailing ClientCare@DRIVENLV.org within 30 days. 

Attendance and Cancellations
The following Attendance and Cancellation policies apply to clients participating in DRIVEN’s Specialized Services. 
 
Late Cancellation: Canceling a scheduled session with less than twenty-four (24) hours’ notice. 
 
No-Show: Missing a scheduled session without providing notice or arriving thirty (30) minutes or more late without prior communication. The trainer reserves the right to cancel the session when the client arrives late. 
 
Notification Requirements: 
All cancellations or schedule changes require an official notification to DRIVEN LV front desk staff by one of the following methods: 

• In person 
• By email to ClientCare@DRIVENLV.org
• By speaking directly with front desk staff over the phone or by leaving a voicemail at DRIVEN’s main line: 702-463-4874 
• Notifying a trainer or other staff member during or between sessions is not considered official notice. 
   
  Late Cancellation (notice within 24 hours) and No-Show Consequences: 
• First violation: A courtesy call will be made to the client. 
• Second violation: A $25.00 fee will be charged to the client’s payment method on file. 
• Third and subsequent violations: A $25.00 fee will be charged to the client’s payment method on file. 
• Three (3) late cancellations and/or no-shows in a calendar quarter may result in removal from the regular schedule at the discretion of DRIVEN management. 
   
  Missed sessions due to late cancellation will be forfeited and are not refundable. 
   
  Additional Notes: 
  DRIVEN reserves the right to make exceptions for emergencies or extenuating circumstances. Situations such as medical emergencies will be considered on a case-by-case basis. Any cancellation made with less than twenty-four (24) hours’ notice significantly limits our ability to make the appointment available for another client in need. 
   
  Payment methods must be kept current and valid to ensure timely processing of applicable fees. Regular set schedules are established thirty (30) days in advance and are subject to change based on client attendance and policy compliance. 
   
  Cancellation and Forfeiture of Regularly Scheduled Sessions 
  Regularly scheduled sessions cancelled by the client, or those scheduled on days that DRIVEN is closed (including holidays or special events), are forfeited and cannot be rescheduled. Monthly fees are based on the scheduled sessions, regardless of attendance. 

Payment Methods and Membership Status

To ensure uninterrupted access to Memberships and Specialized Services at DRIVEN, all clients/members are required to maintain a valid payment method on file. Charges for Memberships, Specialized Services, and any applicable fees will be processed using the payment method provided. Service and membership fees are due on the 3rd of each month. 
 
If your payment method becomes invalid or payment is not received for any reason, your membership may be placed on hold or terminated until payment is resolved. It is your responsibility to update your payment information promptly to avoid disruption of services. 
 
Failure to maintain a valid payment method or to resolve outstanding balances may result in suspension or termination of your membership and access to services. A fee of $25 will be charged for insufficient funds or returned checks. Unpaid accounts may be forwarded to a collection agency, and any fees charged by the agency to seek collection will be the responsibility of the client/member. 

Membership Changes

Any requests to adjust service types, schedule, or frequency and/or memberships are at the sole discretion of the Director of Neuro Services and are not guaranteed. Upon approval, changes will take effect on the first day of the following calendar month unless another date is discussed and outlined in the updated Program Agreement. 
 
Clients/members should notify DRIVEN as soon as possible if they need to place their services or memberships on hold. For all planned holds, notice must be provided no later than during the month prior to when the hold will take effect.  
 
Prorations, refunds, and account credits are not standard practice and are granted solely at the discretion of DRIVEN’s Director of Neuro Services. 

Cancellations of Services and Memberships

All requests to cancel services and/or memberships must be submitted in writing to ClientCare@DRIVENLV.org. Verbal cancellations or notifications through other channels will not be accepted. Please ensure your written request includes your full name and the effective date of cancellation. A minimum of 30 days’ notice is required for all cancellations. Except for hospitalization-related prorations as described above, prorations, refunds, and account credits are not standard practice and are granted solely at the discretion of DRIVEN’s Director of Neuro Services. 
 
Strength and Conditioning program memberships are priced based on a six-month commitment. If cancellation is requested before the six-month term is complete, the payment method on file will be charged for the remaining months of the commitment. 

Authorization for Audio/Visual Consent

You hereby consent and authorize the taking of photographs, movies, films, videotapes, tape recordings, or other reproductions of the persons applying for services/membership, and consent to the use, copyright, license, publication, or broadcast of the same for advertising, educational, promotional, or publicity purposes by DRIVEN and its affiliated organizations, including directors, officers, agents, and employees. You grant and assign to DRIVEN the right, title, and irrevocable authority and interest to such reproductions. You waive any and all claims for compensation and waive any and all claims related to or arising out of the publication and dissemination of the same for any lawful purposes. You further authorize the communication of information concerning the undersigned in connection with the utilization of such reproductions by DRIVEN and its affiliated organizations, and their respective directors, officers, agents, and employees without claim for compensation and waive all claims related to or arising out of the publication and dissemination of the same. 

Confidentiality and Data Use Policy

DRIVEN respects the confidentiality of all client/member records and health information and will only share information with authorized personnel or third parties as required by law or with your express consent. 

Agreement Term Amendments

DRIVEN reserves the right to amend or change service/membership terms, facility rules, and regulations at any time in the best interest of its clients/members and the organization. All term changes or amendments will be made in writing to all clients/members at least thirty (30) days in advance, except in emergency situations or where required by the landlord or by law. All clients/members are responsible for all terms and conditions laid out here, as well as any future amendments or modifications. 

Acknowledgment

Signing this agreement confirms your understanding and acceptance of all client/member expectations, policies, and responsibilities outlined in this agreement. DRIVEN NeuroRecovery Center reserves the right to terminate services and/or cancel memberships (without refund for prepayment) of clients/members engaging in conduct in violation of DRIVEN policies, rules, and regulations outlined herein or in other provided agreement forms.