Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the services provided by Friends Helping at Home Merseyside ("we", "us", or "our"). By engaging our services, you agree to be bound by these Terms.

Please read these Terms carefully before using our services. If you do not agree with any part of these Terms, please contact us to discuss your concerns.

2. Our Services

We provide home care services including, but not limited to:

• Hourly care and support
• Live-in care
• Overnight care
• Companionship services
• Respite care
• Personal care assistance
• Medication management support
• Domestic support and meal preparation

3. Service Agreement

Before commencing care, we will:

• Conduct a comprehensive care assessment
• Develop a personalised care plan
• Provide a written service agreement outlining costs and services
• Introduce you to your Support Partner(s)
• Agree on visit schedules and arrangements

4. Fees and Payment

Our fees are outlined in your individual service agreement. Key points include:

• Fees are invoiced weekly or monthly as agreed
• Payment is due within 14 days of invoice date
• We accept bank transfer, direct debit, and standing order
• Any fee changes will be communicated with at least 28 days notice
• Public holiday rates may apply on bank holidays

5. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

• 24+ hours notice: No charge
• Less than 24 hours notice: 50% of scheduled visit cost may apply
• Same day cancellation: Full visit cost may apply
• Service termination: 28 days written notice required

We apply this policy fairly and will always consider individual circumstances.

6. Our Responsibilities

We commit to:

• Providing safe, compassionate, and relationship-led care
• Ensuring all Support Partners are DBS checked and vetted
• Maintaining appropriate insurance coverage
• Providing regular care reviews
• Responding promptly to concerns and feedback
• Respecting your dignity, privacy, and independence
• Maintaining confidentiality of your information

7. Your Responsibilities

To help us provide the best possible care, we ask that you:

• Provide accurate information about care needs and health conditions
• Inform us of any changes to your health or circumstances
• Ensure safe access to your home for our Support Partners
• Treat our staff with respect and dignity
• Pay invoices within the agreed timeframe
• Give reasonable notice for cancellations or changes

8. Safeguarding

We have robust safeguarding policies in place. All staff are trained to recognise and report concerns. We work closely with local authorities and follow all statutory requirements to ensure the safety and wellbeing of everyone in our care.

9. Complaints Procedure

We value your feedback and take all concerns seriously. If you are unhappy with any aspect of our service:

• Contact us directly to discuss your concern
• We will acknowledge complaints within 2 working days
• We aim to resolve issues within 28 days
• You can escalate to the Local Government Ombudsman if not resolved

10. Limitation of Liability

While we strive to provide excellent care, we are not liable for circumstances beyond our reasonable control, including but not limited to severe weather, transport disruptions, or unforeseen staff illness. We maintain appropriate insurance to cover our professional responsibilities.

11. Website Use

Our website is provided for informational purposes. While we endeavour to keep information accurate and up-to-date, we make no guarantees about completeness or accuracy. Specific service details, pricing, and availability will be confirmed during your care assessment.

12. Contact Us

If you have any questions about these Terms, please contact us: