Terms of Service

2. Service Agreement

2.1 Care Plans

All care services are provided based on a personalized care plan developed in consultation with you, your family, and healthcare professionals where appropriate. Care plans are reviewed regularly and can be adjusted as needs change.

2.2 Service Hours

Services are provided according to the schedule agreed in your care plan. We offer flexible scheduling including daily visits, overnight care, and live-in care options.

2.3 Changes to Service

We require at least 24 hours notice for any changes to scheduled visits. Emergency changes will be accommodated where possible. Repeated cancellations may result in service review or termination.

3. Payment Terms

3.1 Fees and Billing

Service fees are outlined in your care agreement. We provide transparent pricing with no hidden charges. Invoices are issued weekly or monthly as agreed, and payment is due within 7 days of invoice date.

3.2 Payment Methods

We accept payment by bank transfer, direct debit, or cheque. Payment arrangements will be discussed during your initial assessment.

3.3 Late Payment

Late payment may result in suspension of services. We will work with you to resolve payment issues, but persistent non-payment may result in service termination.

4. Your Responsibilities

• Provide accurate information about care needs, medical conditions, and emergency contacts
• Ensure a safe working environment for our care professionals
• Inform us immediately of any changes in health status or care requirements
• Treat our staff with respect and dignity
• Provide timely payment for services rendered
• Give reasonable notice for cancellations or changes to service

5. Our Responsibilities

• Provide fully trained, DBS-checked care professionals
• Deliver services in accordance with your care plan
• Maintain professional standards and comply with all regulations
• Respect your privacy, dignity, and independence
• Maintain appropriate insurance coverage
• Respond promptly to concerns or complaints
• Keep accurate records of care provided

6. Termination of Services

6.1 By Client

You may terminate services at any time with 14 days written notice. Payment for services already provided remains due.

6.2 By Omniserve Group

We reserve the right to terminate services with 14 days notice if: payment terms are not met, the working environment becomes unsafe for staff, there is abusive behavior toward staff, or if we can no longer meet your care needs appropriately.

7. Confidentiality

We maintain strict confidentiality regarding all personal and medical information. Information is only shared with relevant healthcare professionals and family members as authorized by you or required by law.

All staff are bound by confidentiality agreements and data protection regulations including GDPR.

8. Liability and Insurance

We maintain comprehensive public liability and professional indemnity insurance. We are liable for services provided by our staff, but not for:

• Pre-existing conditions or health issues not disclosed to us
• Outcomes beyond our reasonable control
• Damage to property not caused by our staff's negligence
• Services provided by third parties not employed by us

9. Complaints Procedure

We take all complaints seriously and aim to resolve issues promptly:

1. Contact us immediately by phone or email to report any concern
2. We will acknowledge your complaint within 24 hours
3. We will investigate and respond within 7 working days
4. If you remain unsatisfied, you may escalate to our senior management
5. You also have the right to contact the Care Quality Commission (CQC)

10. Changes to Terms

We reserve the right to update these terms at any time. Changes will be communicated to you in writing with at least 30 days notice. Continued use of our services after changes take effect constitutes acceptance of the new terms.

11. Governing Law

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.

12. Contact Information

For questions about these Terms of Service, please contact us: