Last updated: 13 July 2026
These Terms and Conditions ("Terms") govern the provision of care services by SuppLiCan Care and Support ("we", "our", "us", "the Company") to you ("the Client", "you", "your"). By engaging our services, you agree to be bound by these Terms.
We are registered with the Care Quality Commission (CQC) and operate in accordance with all relevant care sector legislation and regulations.
Services commence following a care assessment, agreement of a care plan, and signing of a service agreement. A cooling-off period of 14 days applies from the date of signing the service agreement.
A personalised care plan will be created based on your assessment. This plan outlines the care and support to be provided, including visit times, duration, and specific tasks. The care plan is reviewed regularly and can be updated as your needs change.
Our services include personal care, companionship care, dementia care, live in care, respite care, palliative care, and support for physical disabilities. Specific services provided will be detailed in your individual care plan.
Fees are calculated based on the level of care required, visit duration, and frequency. Current rates will be provided in your service agreement. We reserve the right to increase fees annually or when care needs significantly increase.
Payment is due monthly in arrears unless otherwise agreed. Invoices are issued at the end of each month and payment is due within 14 days. We accept payment by bank transfer, Direct Debit, or cheque.
Late payment charges may apply for invoices not paid within 30 days. We reserve the right to suspend services if payment is overdue by more than 30 days, following appropriate notice.
If your care is funded by a local authority or through Direct Payments, you are responsible for ensuring payment arrangements are maintained. We will liaise with the funding body as required.
Scheduled visits must be cancelled with at least 24 hours notice. Cancellations with less than 24 hours notice may incur a cancellation charge of 50% of the visit fee.
If a carer arrives for a scheduled visit and cannot gain access, the full visit fee will be charged. We will attempt to contact you and your emergency contacts.
We will make every effort to provide scheduled care. In exceptional circumstances (carer illness, emergency), we will notify you as soon as possible and arrange alternative care where feasible.
As a client, you agree to:
We commit to:
Our carers are prohibited from: accepting gifts or loans, entering into personal relationships with clients, borrowing money, or discussing personal problems with clients.
Carers may only perform tasks specified in your care plan. They cannot: handle clients' finances (except as agreed), provide medical treatment, lift or move clients without appropriate training and equipment, or undertake hazardous tasks.
We have a duty to safeguard vulnerable adults. If we have concerns about your safety or wellbeing, we may need to report these to relevant authorities. This may include local authority safeguarding teams, police, or healthcare professionals.
We encourage you to raise any concerns immediately with your care coordinator or manager. Most issues can be resolved quickly through open communication.
Formal complaints should be submitted in writing. We will acknowledge receipt within 3 working days and provide a full response within 28 days. Our complaints procedure is available on request.
If you are dissatisfied with our response, you may contact the Care Quality Commission (CQC) or the Local Government and Social Care Ombudsman.
You may terminate services at any time by providing 7 days written notice. You remain liable for payment for services provided up to the termination date.
We may terminate services by providing 28 days notice in the following circumstances: non-payment of fees, unsafe working environment for staff, abusive or threatening behavior towards staff, care needs exceeding our capabilities, or where the client-carer relationship has irretrievably broken down.
We reserve the right to terminate services immediately if: our staff are at risk of harm, illegal activity is suspected, or there is violence or serious abuse towards our staff.
We maintain public liability insurance, employers' liability insurance, and professional indemnity insurance. Details available on request.
While we take all reasonable care, we cannot be held liable for: acts or omissions outside our control, client decisions against professional advice, pre-existing conditions, or deterioration due to natural aging or disease progression.
We recommend clients maintain appropriate home insurance and inform their insurer that care services are being provided in their home.
We are committed to protecting your privacy and maintaining confidentiality. Your personal information will be handled in accordance with UK GDPR and our Privacy Policy. Information may be shared with healthcare professionals, family members (with your consent), and regulatory bodies as required by law.
We shall not be liable for failure to provide services due to circumstances beyond our reasonable control, including: severe weather, natural disasters, pandemics, industrial action, or government restrictions.
We may update these Terms from time to time. You will be notified of any material changes in writing at least 28 days before they take effect. Continued use of our services after notification constitutes acceptance of the revised Terms.
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
For questions about these Terms and Conditions, please contact us:
01202 124981
07730 718111
info@supplican.co.uk