Term & Condition

Introduction and Definitions
These Terms and Conditions govern the provision of care services, cleaning services, and staffing services by Select Care Agency and Cleaning Services (“the Agency”, “we”, “us”, “our”) to the client (“you”, “your”, “the service user” or “the customer”).
By booking any service, you agree to be bound by these terms. If you do not agree, you must not proceed with any booking.
Services Provided
The Agency provides domiciliary care, personal care assistance, daily living support, companionship, respite care, care needs assessments, specialist support plans, care staff training, permanent and temporary staffing, routine domestic cleaning, office and commercial cleaning, deep and seasonal cleaning, hygiene sanitisation services, and cleaning contracts for care facilities.
All services are delivered in accordance with the individual care plan or cleaning schedule agreed in writing before the first visit.
Booking and Confirmation
A booking is confirmed only when the Agency sends written confirmation via email, text message, or post. Verbal agreements over the phone must be followed by written confirmation within 24 hours.
For care services, a free needs assessment must be completed before any care worker enters the home. For cleaning services, a walkthrough or video survey may be required for quotes over two hundred pounds.
Cancellation and Refund Policy
⦁ Care Services: Cancellations received more than 48 hours before the scheduled visit incur no charge. Cancellations received between 24 and 48 hours incur a 50 percent fee. Cancellations received less than 24 hours incur the full visit charge.
⦁ Cleaning Services: Cancellations received more than 24 hours before the scheduled clean incur no charge. Cancellations received less than 24 hours incur a 50 percent fee. If the cleaner arrives and is turned away at the door, the full fee applies.
⦁ Live In Care: Cancellations for live in placements require 7 days written notice. Failure to provide 7 days notice incurs a fee equal to 7 days of care.
Emergency cancellations due to hospital admission or death will be handled compassionately. Please call to discuss. Fees may be waived at the Agency’s sole discretion.
Payment Terms
Invoices are due within 14 days of the invoice date. Late payments incur interest at 8 percent per annum above the Bank of England base rate, calculated daily.
The Agency accepts bank transfer, debit card, credit card, and direct debit. Cash payments are accepted but a receipt will be issued and must be signed by both parties.
For recurring contracts, payment is due on the first day of each calendar month. Failure to pay may result in suspension of services with 48 hours written notice.
Client Obligations
You must provide a safe working environment for all care workers and cleaners. This includes adequate lighting, heating, working water supply, and access to a toilet facility.
You must disclose any known health conditions, infectious diseases, aggressive behaviours, or hazards in the home before the first visit. Failure to disclose may result in immediate termination of services without refund.
You must ensure that any pets are secured or managed appropriately. The Agency reserves the right to refuse service if an animal poses a risk to staff.
Agency Obligations
The Agency guarantees that all care workers and cleaners have completed enhanced DBS checks, right to work verification, and relevant training before their first assignment.
The Agency carries public liability insurance up to five million pounds and employer liability insurance as required by UK law.
The Agency will provide a named contact for complaints and will respond to any written complaint within 5 working days.
Staff Allocation and Consistency
The Agency will make every effort to send the same care worker or cleaner to each visit. However, sickness, annual leave, or emergency circumstances may require a different staff member.
You will be notified of any change as soon as reasonably possible. You have the right to refuse a particular staff member without giving a reason.
Data Protection and Privacy
The Agency complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data is collected solely for the purpose of delivering care and cleaning services.
Health data is treated as special category data under UK GDPR. It is shared only with staff directly involved in your care and with your explicit consent.
You have the right to access, correct, or request deletion of your personal data. Please contact the Data Protection Officer at the Agency address.
Liability and Insurance
The Agency is not liable for any loss, damage, or injury caused by the client’s failure to provide a safe working environment as described in section 6.
The Agency is not liable for loss or damage to items of sentimental or high monetary value unless those items are declared in writing before the first visit and photographed by both parties.
The Agency liability shall not exceed the total value of the contract or one thousand pounds, whichever is lower, except where such limitation is prohibited by law.
Termination
Either party may terminate a recurring service contract with 14 days written notice. For one off services, termination occurs upon completion of the agreed visit.
The Agency may terminate immediately without notice if the client behaves in a threatening, abusive, or discriminatory manner toward any staff member.
The Agency may terminate immediately if the client fails to pay outstanding invoices beyond 30 days from the due date.
Complaints Procedure
Any complaint must be submitted in writing to the Agency address or via email within 7 days of the incident. The Agency will acknowledge receipt within 2 working days.
A full investigation will be completed within 15 working days. A written response will outline findings and any remedial action proposed.
If you remain dissatisfied, you may contact the Local Government and Social Care Ombudsman for care complaints or Citizens Advice for cleaning complaints.
Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Changes to Terms
The Agency reserves the right to update these Terms and Conditions at any time. Clients on recurring contracts will receive 30 days written notice of any material change.
Continuing to use services after the change constitutes acceptance of the new terms.
Entire Agreement
These Terms and Conditions constitute the entire agreement between you and the Agency. Any previous agreements, whether written or oral, are superseded.
If any provision of these terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.
Select Care Agency and Cleaning Services
London, United Kingdom
Phone: [Insert Number]
Email: [Insert Email]