Effective from: 1st May 2026

These Terms and Conditions govern the provision of domiciliary care services by AKLE Healthcare Support. By using our services, you agree to be bound by these terms. They apply to all clients, family members, and representatives.

We provide care services including personal care, household support, medication management, companionship, and specialist care. These terms may be updated from time to time. We will notify you of any material changes.

Our Contract with You

A contract exists when you accept our written care plan and we confirm our acceptance. This usually happens after our initial home visit and assessment. The care plan forms part of this contract.

You have a 14 day cooling off period for private arrangements. This means you can cancel without penalty within 14 days of signing. For local authority funded care, different cancellation terms may apply.

Your Obligations

You agree to provide accurate and complete information about your health, needs, and living situation. You agree to tell us immediately about any changes to your medication, diagnosis, or mobility.

You agree to provide a safe working environment for our carers. This includes adequate lighting, clear pathways, and control of any pets. You agree to treat our staff with respect and dignity at all times.

Our Obligations

We agree to provide care that meets CQC standards and follows your agreed care plan. We agree to send carers who are fully trained, DBS checked, and insured. We agree to treat you with respect, dignity, and kindness.

We agree to communicate openly with you and your family. We agree to notify you of any changes to your scheduled visits. We agree to handle complaints fairly and promptly.

Fees and Payment

Our fees are clearly stated in your care plan before services begin. We charge hourly rates, daily rates for live-in care, or fixed packages depending on your needs. All fees are inclusive of VAT where applicable.

Payment is due weekly or monthly as agreed in your care plan. Late payments may incur a late fee of 5% of the outstanding amount. We reserve the right to pause services for unpaid fees after giving you 14 days written notice.

Cancellation Policy

If you need to cancel a visit, please notify us at least 24 hours in advance. Cancellations with less than 24 hours notice may be charged at 50% of the visit cost. Same day cancellations may be charged in full.

For live-in care, we require 7 days notice to cancel or change a booking. For respite care packages, different notice periods may apply. These will be clearly stated in your care plan.

Visit Timing and Duration

Our visits are scheduled within agreed time windows. We aim to arrive within 30 minutes of your scheduled time. Traffic, weather, or emergency situations may cause delays. We will notify you as soon as possible.

If a carer needs to leave early due to an emergency, we will send a replacement where possible. We do not charge for time lost due to our own operational issues. Your satisfaction matters to us.

Matching and Carer Continuity

We make every effort to send the same carer for each visit. However, illness, holidays, or staff changes may mean we send a different carer. We will introduce any new carer to you before they provide care.

If you are unhappy with a carer, we will discuss your concerns and find a replacement. We aim to resolve any matching issues within 7 days. You are never stuck with a carer who is not right for you.

Medication Management

We can assist with medication reminders, dosage supervision, and prescription collection. However, we are not qualified to give medical advice or change dosages. You must follow your GP's instructions exactly.

Our carers will record every medication they assist with. You or your family must inform us immediately of any changes to prescriptions. We are not liable for adverse reactions to correctly administered medication.

Liability and Insurance

AKLE Healthcare Support holds full public liability and employer's liability insurance. We are insured for all care activities outlined in your care plan. Our insurance certificate is available upon request.

We are not liable for injuries or incidents caused by hazards we were not made aware of. We are not liable for the actions of family members or other visitors. We are not liable for pre-existing conditions or natural deterioration of health.

Safeguarding and Emergencies

We are legally required to report safeguarding concerns to Surrey County Council or the police. This includes suspected abuse, neglect, or financial exploitation. We will always discuss concerns with you first unless doing so would put you at risk.

In a medical emergency, our carers will call 999 immediately. We will then contact your family and your GP. You agree to this emergency protocol by accepting our services.

Confidentiality and Data Protection

We comply fully with UK GDPR and the Data Protection Act 2018. Your personal and medical information is kept confidential and secure. We only share information with your consent or when required by law.

Our full Privacy Policy explains how we handle your data. By agreeing to these terms, you also agree to our Privacy Policy. You can withdraw consent for data sharing at any time.

Complaints Procedure

If you are unhappy with any aspect of our service, please speak to your care manager first. Most concerns can be resolved quickly this way. If you remain unhappy, you can submit a formal complaint in writing.

We will acknowledge your complaint within 3 working days. We will provide a full written response within 14 working days. If you are still unhappy, you can contact the Local Government Ombudsman or CQC.

Termination of Services

Either party may terminate this agreement with written notice. For visiting care, we require 7 days notice. For live-in care, we require 14 days notice. We may terminate immediately for non payment, abuse of staff, or safety concerns.

If we terminate for safety reasons, we will notify your family and local authority immediately. We will work with them to ensure you are not left without care. Your wellbeing remains our priority.

Force Majeure

We are not liable for failure to provide services due to circumstances beyond our reasonable control. This includes severe weather, pandemics, natural disasters, strikes, or major transport disruptions.

In such events, we will do everything possible to arrange alternative care. We will communicate with you regularly. If we cannot provide care, you will not be charged for missed visits.

Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in these terms affects your statutory rights as a consumer. If any part of these terms is found to be unenforceable, the remainder shall remain in full force and effect.

Entire Agreement

These terms, together with your care plan, constitute the entire agreement between you and AKLE Healthcare Support. They supersede any prior verbal or written agreements.

Any changes to these terms must be agreed in writing by both parties. Please keep a copy of these terms and your care plan for your records.

Contact Us

If you have any questions about these terms, please contact us before signing a care plan. We are happy to explain anything that is unclear.

You can call us, email us, or write to our Surrey office. We aim to respond to all enquiries within 3 working days.