Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of Heart & Haven Healthcare's services, website, and any related services. By using our services, you agree to be bound by these Terms.

Heart & Haven Healthcare is a registered domiciliary care provider regulated by the Care Quality Commission (CQC) and operates in accordance with UK healthcare regulations.

2. Definitions

• "Service" means our domiciliary care services
• "Client" means the person receiving care services
• "Carer" means our qualified care staff
• "Website" means our online platform and services
• "We/Us/Our" means Heart & Haven Healthcare

3. Service Provision

3.1 Care Services

We provide the following services:

• Personal care and hygiene assistance
• Medication management and administration
• Mobility and movement support
• Domestic tasks and household support
• Companionship and social interaction
• Specialist care for specific conditions

3.2 Service Standards

We are committed to providing high-quality care services that meet CQC standards and regulatory requirements. All our carers are trained, qualified, and DBS-checked.

4. Client Responsibilities

As a client, you agree to:

• Provide accurate and complete information about your care needs
• Treat our carers with respect and dignity
• Maintain a safe environment for care delivery
• Notify us of any changes in your condition or circumstances
• Pay for services as agreed in your care plan
• Give reasonable notice for cancellations

5. Booking and Cancellation

5.1 Booking

Care services can be booked through:

• Our website contact forms
• Phone: 01788 422422
• Email: info@heartandhaven.com
• Direct contact with our care coordinators

5.2 Cancellation Policy

We require 24 hours' notice for cancellations. Late cancellations may incur charges as outlined in your individual care agreement.

6. Payment Terms

6.1 Fees

Our fees are:

• Clearly outlined in your care plan
• Subject to regular review
• Inclusive of all basic care services
• Exclusive of additional services (clearly stated)

6.2 Payment Methods

We accept payment by bank transfer, direct debit, or other agreed methods. Invoices are issued monthly and payment is due within 14 days.

7. Health and Safety

We are committed to maintaining the highest standards of health and safety. Our carers follow strict protocols and are trained in infection control, manual handling, and emergency procedures.

8. Complaints and Feedback

We welcome feedback and have a formal complaints procedure:

• Informal complaints: Contact your care coordinator
• Formal complaints: Submit in writing to our complaints officer
• External complaints: Contact CQC or local authority
• Response time: We aim to respond within 5 working days

9. Limitation of Liability

Our liability is limited to the extent permitted by law. We maintain appropriate insurance coverage for our services and will provide details upon request.

10. Website Use

10.1 Acceptable Use

You agree not to:

• Use our website for unlawful purposes
• Attempt to gain unauthorised access to our systems
• Transmit harmful or malicious content
• Interfere with website functionality

10.2 Intellectual Property

All content on our website is owned by Heart & Haven Healthcare and protected by copyright laws.

11. Privacy and Data Protection

Your privacy is important to us. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information.

12. Changes to Terms

We may update these Terms from time to time. Significant changes will be communicated to clients in advance. Continued use of our services constitutes acceptance of updated Terms.

13. Governing Law

These Terms are governed by English law and subject to the jurisdiction of English courts.

14. Contact Information