Terms and Conditions of Service

Direct Caregiving: Terms and Conditions of Service

Last Updated: July 29, 2025

1. Introduction and Acceptance of Terms

Welcome to Direct Caregiving. These Terms and Conditions (“Terms”) govern the provision of caregiving services by Direct Caregiving (“we,” “us,” or “our”) to you, the client (“you” or “your”). By engaging our services, you agree to be bound by these Terms, which constitute a legally binding agreement between you and Direct Caregiving.

Please read these Terms carefully before commencing any services. If you do not agree with any part of these Terms, you should not proceed with our services.

Direct Caregiving operates in London, UK, and these Terms are governed by and construed in accordance with the laws of England and Wales.

2. Services Provided

Direct Caregiving offers a range of professional and compassionate caregiving services designed to support your well-being and independence in your home. Our services include, but are not limited to:

• Companionship Care
• Overnight Care Services
• Personal Care Services
• Expert Nursing Care Services
• Domiciliary Care Services
• Dementia Care Services
• Complex Care Services
• Home Care Services
• Children Complex Care Services
• Stroke Care at Home Services
• Elderly Care Services at Home
• Housekeeping Services (including routine cleaning, laundry, ironing, linen changes, internal window cleaning, waste disposal, recycling, end of tenancy cleaning, one-off cleaning, domestic cleaning)
• Gardening Services

The specific services to be provided to you will be detailed in a separate, personalized Care Plan Agreement, which will be developed in consultation with you and/or your authorized representative. This Care Plan Agreement will form an integral part of our overall service agreement.

3. Client Responsibilities

To ensure the effective and safe delivery of our services, you agree to:

• Provide accurate and complete information regarding your care needs, medical history, and any other relevant details necessary for the formulation and execution of your Care Plan.
• Notify Direct Caregiving promptly of any changes to your health, medication, living arrangements, or care needs that may affect the services provided.
• Provide a safe, clean, and appropriate working environment for our caregivers.
• Treat our caregivers with respect and dignity.
• Ensure timely payment for services rendered as per the agreed payment terms.
• Provide reasonable access to your premises at agreed times for the delivery of services.
• Communicate any concerns or feedback regarding the services promptly to Direct Caregiving.

4. Caregiver Responsibilities

Our caregivers are committed to providing professional, compassionate, and high-quality care. They will:

• Adhere strictly to the agreed Care Plan Agreement.
• Treat you with respect, dignity, and maintain your privacy and confidentiality.
• Perform duties diligently and professionally.
• Report any concerns or significant changes in your condition to Direct Caregiving management.
• Undergo regular training and continuous professional development.
• Adhere to all relevant health and safety guidelines.

5. Payment Terms

• Fees: Our fees for services will be clearly outlined in your personalized Care Plan Agreement and/or a separate service quotation.
• Billing Cycle: Services will typically be billed [e.g., weekly, fortnightly, monthly] in arrears. The specific billing cycle will be agreed upon in your Care Plan.
• Payment Due Date: Invoices are due for payment within [e.g., 7, 14, 30] days from the invoice date.
• Late Payments: Direct Caregiving reserves the right to charge interest on overdue amounts at a rate of [e.g., 8% above the Bank of England base rate] per annum, compounded daily, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
• Changes to Fees: We reserve the right to review and adjust our fees periodically. You will be given a minimum of [e.g., 30 days’] written notice of any fee changes.

6. Cancellation and Termination Policy

6.1. Cancellation by Client

• Scheduled Visits: If you need to cancel a scheduled visit, please provide us with a minimum of [e.g., 24, 48] hours’ notice. Cancellations made with less than the required notice period may incur a cancellation fee equivalent to [e.g., 50%, 100%] of the service cost.
• Termination of Agreement: You may terminate your Care Plan Agreement with Direct Caregiving by providing [e.g., 7 days’, 14 days’] written notice.

6.2. Termination by Direct Caregiving

Direct Caregiving reserves the right to terminate the provision of services and the Care Plan Agreement with immediate effect if:

• There is a serious breach of these Terms by you.
• The safety or well-being of our caregivers is compromised.
• You fail to make payments as per the agreed terms.
• The care environment becomes unsafe or unsuitable for service delivery.
• Your care needs change significantly beyond the scope of services we can safely provide.
• We determine, in our sole discretion, that we are unable to continue providing services.

We will endeavor to provide reasonable notice where possible, but immediate termination may occur in urgent circumstances.

7. Confidentiality and Data Protection

• Confidentiality: All information shared by you with Direct Caregiving, including your personal details, medical information, and care needs, will be treated with the utmost confidentiality. Our caregivers and staff are bound by strict confidentiality agreements.
• Data Protection (GDPR Compliance): Direct Caregiving is committed to protecting your privacy and handling your personal data in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. We collect, process, and store your personal data only for the purposes of providing care services, managing our relationship with you, and fulfilling our legal obligations.
• Your Rights: You have rights regarding your personal data, including the right to access, rectify, erase, restrict processing, and object to processing. For more information on how we handle your data and your rights, please refer to our Privacy Policy, available on our website or upon request.

8. Liability

• Direct Caregiving will exercise reasonable care and skill in providing its services.
• We shall not be liable for any loss, damage, or injury arising from circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, natural disasters, or industrial action.
• Our liability for any direct loss or damage arising from our negligence or breach of these Terms shall be limited to the total fees paid by you for the specific services giving rise to the claim in the [e.g., three (3)] months preceding the claim.
• We do not accept liability for any indirect, incidental, special, or consequential loss or damage, including loss of profits, revenue, or anticipated savings.
• We hold appropriate Public Liability and Employer’s Liability insurance. Details of our insurance coverage are available upon request.

9. Complaints Procedure

Direct Caregiving is committed to providing high-quality services and welcomes your feedback. If you have any concerns or complaints regarding our services, please follow our complaints procedure:

1. Inform Us: In the first instance, please raise your concern with your assigned Care Coordinator or directly with our management team as soon as possible.
2. Investigation: We will acknowledge your complaint within [e.g., 3 working days] and conduct a thorough investigation.
3. Resolution: We aim to resolve all complaints fairly and promptly, typically within [e.g., 14 working days]. You will be informed of the outcome and any actions taken.
4. Escalation: If you are not satisfied with the resolution, you may escalate your complaint to a higher level within Direct Caregiving’s management structure.

10. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

You irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).

11. Amendments to Terms

Direct Caregiving reserves the right to update or modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website or by notifying you directly. Your continued use of our services after such modifications constitutes your acceptance of the updated Terms.

12. Contact Information

If you have any questions about these Terms or our services, please contact us at:

Direct Caregiving Direct Caregiving LTD London, UK] [0800 772 0931 .DCG] [info@directcaregiving.co.uk] [ https://directcaregiving.co.uk/ ]

Thank you for choosing Direct Caregiving. We look forward to providing you with exceptional care.