Terms & Conditions
Service agreements and payment
Document date: 22 February 2026. Home Care Providers Limited, part of Day Webster Group, provides care and support from Sterling House, Langston Road, Loughton, Essex IG10 3TS. Contact info@homecare-providers.co.uk or 0203 225 5579.
This page explains our standard service policies. Before care or staffing begins, we provide a written agreement identifying the contracting parties, service type, assessed care needs, hours, rates, any applicable VAT, payment dates and cancellation arrangements. These policies apply only where expressly incorporated into that agreement. Visiting this website does not create a care contract or make a recruitment fee payable. Existing contracts are not changed retrospectively by this page.
Care starts only when assessment, the care plan, suitable staffing and funding arrangements have been agreed. Start dates are confirmed individually. We may provide suitably qualified replacement staff where appropriate; a named individual is not guaranteed.
Invoices are payable by the date agreed in writing. Please raise invoice queries promptly and pay undisputed amounts when due. Business debts may attract statutory interest and recovery compensation where legally applicable. Private clients are not charged business statutory interest. Any consumer late payment charge must be separately disclosed, fair and proportionate.
Changes to hours, tasks, clinical needs or funding must be agreed with us. Additional care or costs require approval by an authorised person. Fee reviews, their reasons and notice arrangements are set out in the written agreement. We do not reserve an unrestricted right to change prices.
Notice, cancellation and safe continuity
Our standard notice period to end an ongoing care package or materially reduce agreed hours is 28 calendar days, unless a shorter period is agreed in the service agreement. Send notice to info@homecare-providers.co.uk, identifying the client and intended final date. Notice runs from receipt; we confirm receipt and the end date in writing. We may agree to waive or shorten notice.
If you ask us to stop earlier, any agreed cancellation charge is limited to our reasonable, evidenced net loss on the committed care within the unserved notice period. It cannot exceed the agreed charges for that period. We deduct costs saved, staff redeployment and replacement income, and do not recover the same loss twice. We explain the calculation and refund any excess advance payment. There is no automatic entitlement to charge for 28 days of care not provided.
Individual visits and temporary staffing bookings follow the cancellation arrangements disclosed in their written confirmation. They do not automatically attract the ongoing package notice period. Hospital admission or a temporary absence must be reported promptly; any reservation of staffing and associated charge must be agreed and proportionate.
On the service user’s death, ongoing care charges stop when care ends. Any other sum must relate to a separately agreed, reasonable and unavoidable cost permitted by law. Statutory cancellation rights and remedies for serious breach or inadequate care remain unaffected.
We normally give at least 28 days’ notice when ending ongoing care. Serious safeguarding concerns, immediate danger or care needs we cannot safely meet may require urgent action. Non payment is addressed through discussion and written notice, not automatic abandonment of care. Where practicable, we consult the client, representatives and relevant professionals and support a safe handover.
Staff recruitment and business protection
Please contact us before directly employing or engaging a carer or nurse introduced or supplied through our service, or arranging their engagement through another provider. Any recruitment or transfer charge must be prominently disclosed and expressly agreed before the relevant introduction or supply. It applies only to staff known through our service, not an independently documented pre existing relationship. Staff remain free to change employment and are never charged this client fee.
Business clients: the maximum agreed fee is 50% of normalised annual basic salary. For hourly paid staff, this is the most recent agreed gross basic hourly pay rate × 40 hours × 52 weeks. It excludes overtime, expenses, employer costs and our service charge rate. Any VAT is charged only where legally due. A lower percentage may be agreed in writing.
The maximum applies during the assignment. After the last day worked, it reduces daily over eight weeks: maximum fee × remaining days out of 56 ÷ 56. There is no charge under this policy from day 56 after the last assignment. The calculation is based on the date the new engagement starts, not when we discover it.
Private clients: any separately agreed charge for recruiting our staff must reflect reasonable, evidenced recruitment, training and replacement costs directly arising from that recruitment, less savings or recoveries. It must be proportionate to the service and circumstances, and cannot exceed the tapered ceiling above. The full time salary calculation is a ceiling, not an automatic consumer charge. We provide an itemised explanation and do not recover the same loss twice.
Where the Conduct of Employment Agencies and Employment Businesses Regulations apply, statutory transfer rules override any wider wording. A transfer fee is only payable within the relevant period: the later of 14 weeks from the day after the first assignment starts and eight weeks from the last day worked, subject to the statutory rule for assignment gaps exceeding 42 days. Our eight week taper can produce an earlier zero charge.
For a direct transfer or transfer through another employment business, the client may instead choose an additional 12 weeks of hire, on terms no less favourable than the existing assignment, followed by transfer without a fee. We must supply throughout that period except where prevented for reasons not our fault. Third party introductions are addressed only under separately agreed terms permitted by law. No transfer charge is imposed simply because a client has read this page.
Clients must disclose relevant risks, changes in health needs and hazards, provide agreed safe access and suitable equipment, and treat staff respectfully. We may review or pause unsafe tasks while arranging a safe alternative.
Care plans, staff details and confidential business information must be used only for the agreed service and lawful purposes. Our documents remain our intellectual property, without limiting lawful sharing of a person’s own care records. Personal information is handled under our Privacy Policy.
Nothing excludes liability for death or personal injury caused by negligence, fraud, or any liability or consumer right that cannot lawfully be excluded. Any business liability limit must be separately agreed and legally reasonable. Concerns or complaints can be sent to info@homecare-providers.co.uk; raising a complaint does not remove statutory remedies. Agreements are governed by the law of England and Wales, without removing a consumer’s mandatory rights or right to use a competent court.
Service responsibilities. The written agreement distinguishes a managed care package from the supply of temporary staff and identifies who supervises clinical work. Clients must give complete, accurate information about care needs, risks, the premises and equipment, nominate an authorised contact, and notify us promptly of material changes. Staff must not be asked to work beyond the agreed plan, professional competence or lawful scope of practice. Emergency medical help must be sought through the appropriate emergency services.
Records and authorisation. Bookings, hours and additional work are confirmed in writing. Authorised representatives should review timesheets promptly and identify any discrepancy; reasonable alternative evidence of work can be considered. A representative does not become personally responsible for the client’s debt merely by signing a timesheet or communicating on their behalf. Funding responsibilities, deposits and any personal guarantee must be expressly agreed.
Information and confidentiality. Each party must protect confidential information and share personal information only through an appropriate, lawful and secure route. The service agreement records relevant data responsibilities and any required data processing terms. Legal, safeguarding and regulatory disclosures are permitted. These duties continue after care ends. Our Privacy Policy explains how we handle personal information.
Disruption outside reasonable control. A party affected by an event outside its reasonable control must notify the other promptly and take reasonable steps to reduce its impact. We review staffing and continuity arrangements and discuss safe alternatives. This does not create an automatic right to charge for care not delivered or remove a consumer’s refund or other statutory rights. If the agreed service cannot safely continue, we agree an appropriate end or revised arrangement.
Changes, assignment and contract administration. Variations must be confirmed in writing by authorised representatives. A client’s rights and obligations cannot be transferred without our written consent, except where the law provides otherwise. We will not transfer a consumer agreement in a way that reduces their protection. A delay in enforcing a right does not waive it. If a provision is unenforceable, the remainder continues so far as legally possible; this does not permit an unfair term to be rewritten against a consumer. Contract specific provisions prevail over this website policy where lawful, expressly agreed and clearly identified.
Complaints and disputes. Please provide the relevant service, dates and concerns to our team so we can investigate and respond under our complaints procedure. We aim to resolve concerns through discussion and will consider appropriate dispute resolution by agreement. Nothing prevents a person contacting a regulator, safeguarding authority or competent court, or exercising statutory rights. Any limitation of liability, insurance requirement, indemnity or responsibility arising on a business takeover must be assessed and agreed in the individual service agreement rather than assumed from this page.