These Terms and Conditions apply to the provision of home care services by AliceCare@Home Ltd.
Please read them carefully before agreeing to our services.
For a full copy of our Terms and Conditions please contact us
Who we are
AliceCare@Home Ltd
5 Burnside Drive, Bramcote, Nottingham, NG9 3EE
1. Our agreement with you
When you agree to use our services, a contract is formed between you and AliceCare@Home Ltd.
This agreement is based on:
- These Terms and Conditions
- Your personalised care plan (Support Plan)
We may begin providing services once your care has been confirmed.
2. Assessment and care planning
Before care begins, we will:
- Carry out an assessment of your needs
- Work with you and your family where appropriate
- Create a personalised care plan
Your care plan will be reviewed:
- Within 6 weeks of starting care
- At least annually
- Whenever your needs change
If your needs change beyond what we can support, we will help you explore alternative arrangements.
3. Our services
We will:
- Provide care with reasonable skill and care
- Deliver services in line with your care plan
- Provide trained and suitable carers
- Aim for consistency wherever possible
Visit times may vary slightly due to travel or unforeseen delays.
4. Charges and payment
We will explain our charges before care begins.
- Care is charged based on time provided
- Visits may be rounded to the nearest 15 minutes
- Invoices are issued weekly or as agreed
- Payment is due on receipt
Late payments may incur interest.
We may review our pricing and will give at least 4 weeks’ notice of any changes.
5. Cancellation and notice
Ongoing care
- 14 days’ notice is required to cancel services
Short notice cancellations
- Visits cancelled with less than 24 hours’ notice may be charged
Hospital stays or breaks
- Up to 14 days may still be charged
- A reduced retainer may apply for longer absences
Bereavement
- Charges may be reduced to a short period following death
6. Your responsibilities
To help us provide safe care, you agree to:
- Provide a safe home environment
- Maintain access and necessary equipment
- Inform us of any risks or health concerns
- Treat staff with respect
7. What our carers cannot do
Unless agreed in your care plan, carers will not:
- Carry out heavy lifting without proper equipment
- Perform DIY or maintenance tasks
- Handle personal finances
8. Direct engagement of staff
You must not directly employ or engage our carers without notifying us.
A fee may apply if this occurs within a specified period.
9. Complaints and quality
If you are not satisfied with our service, please contact us.
We will handle all complaints in line with our complaints procedure.
We may also carry out quality checks or request feedback to improve our service.
10. Confidentiality
We respect your privacy.
We may share relevant information with:
- Care professionals
- Your representatives
- Regulators
Only where necessary to provide safe and appropriate care.
11. Records
We are required to keep records of the care provided.
These records:
- Remain our property
- Are maintained for regulatory purposes
12. Liability
We do not exclude liability for:
- Death or personal injury caused by negligence
- Fraud or misrepresentation
Otherwise, our liability is limited to the extent of our insurance cover.
13. Ending the agreement
This agreement can be ended:
- By giving 14 days’ notice
- Immediately in serious circumstances (e.g. non-payment or unsafe conditions)
Any outstanding payments remain due.
14. Changes to these terms
We may update these Terms and Conditions.
We will provide notice of any significant changes.
15. Governing law
These Terms are governed by the laws of England and Wales.
16. Right to cancel
You have the right to cancel your agreement within 14 days of accepting these terms.
If services have already started, you may be charged for care already provided.
17. Contact us
If you have any questions about these Terms:
- Email: [email protected]
- Phone: 07859 970835
