Terms of Service

1. About Us

We Care Day And Night Limited (Company Number: 12427295) is a registered care provider offering support living accommodation and domiciliary care services. Our registered address is 84 Bournbrook Road, London SE3 8JT.

We are regulated by the Care Quality Commission (CQC) and committed to providing high-quality, person-centered care services across the UK.

2. Our Services

We provide the following care services:

• Support living accommodation services
• Domiciliary care services
• Personal care and support
• Mental health support services
• Learning disability support
• Dementia care
• Physical health care support
• 24/7 emergency support

All services are delivered in accordance with relevant care standards, regulations, and best practice guidelines.

3. Service Agreements

Care services are provided under individual service agreements that will specify:

• The specific care services to be provided
• Service frequency and duration
• Care fees and payment terms
• Notice periods for changes or cancellation
• Roles and responsibilities of all parties

Service agreements will be developed following comprehensive assessments and in consultation with clients, families, and relevant professionals.

4. Client Responsibilities

To ensure effective care delivery, clients and their representatives agree to:

• Provide accurate information about care needs and preferences
• Inform us promptly of any changes in circumstances or needs
• Treat our staff with respect and courtesy
• Provide safe access to the care environment
• Make timely payments for care services as agreed
• Give reasonable notice for service changes or cancellations
• Cooperate with care assessments and reviews

5. Payment Terms

Care fees are determined based on individual assessments and service requirements. Payment terms include:

• Fees are payable in advance unless otherwise agreed
• Invoices are issued monthly and payment is due within 30 days
• We accept various payment methods as agreed in service contracts
• Fee increases will be communicated with appropriate notice
• Late payment charges may apply as specified in service agreements

6. Cancellation and Changes

Service Changes

Either party may request changes to care services with appropriate notice. Changes will be implemented following reassessment and agreement from all parties.

Service Termination

Care services may be terminated:

• By mutual agreement with appropriate notice
• By the client or their representative with agreed notice period
• By us in exceptional circumstances following proper procedures
• Due to changes in care needs that we cannot safely meet

We will work with clients and relevant professionals to ensure continuity of care during any transition period.

7. Quality and Standards

We are committed to maintaining the highest standards of care:

• All staff are appropriately qualified and trained
• Services are delivered in accordance with care plans
• Regular monitoring and quality assurance processes are in place
• We comply with all relevant care regulations and standards
• Continuous improvement based on feedback and best practices

8. Safeguarding

We have a duty to safeguard all clients. We will:

• Report any safeguarding concerns to appropriate authorities
• Follow established safeguarding procedures
• Cooperate with safeguarding investigations
• Ensure all staff are trained in safeguarding practices
• Maintain detailed records as required

9. Complaints Procedure

We welcome feedback and are committed to resolving any concerns:

• Complaints can be made verbally or in writing
• We aim to acknowledge complaints within 2 working days
• We will investigate thoroughly and respond within agreed timeframes
• Clients may also complain to the Local Government and Social Care Ombudsman
• Serious concerns may be reported directly to the Care Quality Commission

10. Limitation of Liability

While we maintain comprehensive insurance and professional standards:

• Our liability is limited to the direct costs of care services provided
• We are not liable for indirect or consequential losses
• Nothing in these terms limits liability for death or personal injury caused by negligence
• Nothing limits liability for fraudulent misrepresentation

We strongly encourage clients to maintain appropriate personal insurance coverage.

11. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection laws. Please refer to our Privacy Policy for detailed information about how we collect, use, and protect your personal information.

12. Emergency Procedures

We maintain 24/7 emergency support arrangements:

• Emergency contact numbers are provided to all clients
• Staff are trained in emergency response procedures
• We will contact emergency services when appropriate
• Detailed incident reporting and follow-up procedures are in place

13. Changes to Terms

We may update these terms from time to time. Any changes will be:

• Communicated to clients with appropriate notice
• Posted on our website
• Incorporated into new service agreements
• Applied to existing agreements in accordance with contract terms

14. Governing Law

These terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts. We will always seek to resolve any disputes through discussion and, where appropriate, mediation before considering legal action.