Terms and Conditions

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Terms and Conditions

Effective Date:  24/06/2025

Company: Marchservices Care

CQC Registration Number: 

1. Introduction

These Terms and Conditions govern the provision of domiciliary care services by Marchservices Care ("we," "us," "our") to clients and their families ("you," "your") in the Kent and Medway region.

By engaging our services, you agree to be bound by these terms.

2. Services Provided

2.1 Care Services Include:

- Personal care and hygiene assistance

- Companionship and emotional support

- Medication management and reminders

- Domestic assistance

- Respite care

- Specialised care (subject to assessment)

2.2 Service Limitations:

- We do not provide medical treatment or nursing care

- All care is provided in accordance with CQC standards

- Services are subject to care plan agreements

3. Service Agreements

3.1 Care Assessment:

- All services begin with a comprehensive care assessment

- Care plans are developed in consultation with clients and families

- Regular reviews ensure care remains appropriate

3.2 Service Commencement:

- Services commence only after signed care agreement

- Minimum 48 hours notice required for service start

- Emergency placements subject to availability

4. Fees and Payment Terms

4.1 Pricing:

- Fees are outlined in your individual care agreement

- Rates may vary based on care complexity and timing

- Holiday and weekend rates may apply

4.2 Payment:

- Payment terms: [Net 7/14/30 days as per your policy]

- Accepted payment methods: [Bank transfer, direct debit, etc.]

- Late payment charges: TBD

- Invoices issued weekly/monthly

4.3 Fee Changes:

- 28 days written notice for fee increases

- Changes reflect care plan modifications or market rates

5. Cancellation and Termination

5.1 Client Cancellation:

- 24 hours notice required for individual visits

- 7 days notice for ongoing service termination

- Emergency cancellations accepted without penalty

5.2 Company Termination:

- We reserve the right to terminate services with 7 days notice

- Immediate termination for safety concerns or non-payment

- Alternative care arrangements will be discussed where possible

6. Staff and Quality Assurance

6.1 Staff Standards:

- All caregivers are DBS checked and trained

- Regular supervision and training provided

- Staff match clients based on compatibility and needs

6.2 Quality Monitoring:

- Regular care reviews and monitoring visits

- Feedback systems in place

- CQC compliance maintained at all times

7. Health and Safety

7.1 Risk Assessments:

- Comprehensive risk assessments conducted

- Regular reviews and updates

- Environmental safety considerations

7.2 Incident Reporting:

- All incidents reported immediately

- Investigation procedures followed

- Learning and improvement processes implemented

8. Confidentiality and Data Protection

8.1 Privacy:

- All personal information treated confidentially

- GDPR compliance maintained

- Information sharing only with consent or legal requirement

8.2 Records:

- Care records maintained securely

- Access rights as per data protection laws

- Retention periods as per regulatory requirements

9. Complaints Procedure

9.1 Internal Complaints:

- Initial concerns addressed with care manager

- Formal complaints process available

- Response timeframes: 24 hours acknowledgment, 28 days resolution

9.2 External Complaints:

- Right to complain to CQC

- Local Authority complaints procedures

- Independent advocacy services available

10. Insurance and Liability

10.1 Insurance Coverage:

- Public liability insurance: £[Amount]

- Professional indemnity insurance maintained

- Employer's liability coverage for staff

10.2 Liability Limitations:

- Liability limited to direct care provision

- Exclusions for pre-existing conditions

- Force majeure provisions

11. Safeguarding

11.1 Safeguarding Commitment:

- Zero tolerance for abuse or neglect

- Robust safeguarding policies and procedures

- Staff training on safeguarding responsibilities

11.2 Reporting:

- Immediate reporting of safeguarding concerns

- Cooperation with statutory investigations

- Support for clients and families

12. Medication Management

12.1 Medication Support:

- Assistance with medication as per care plan

- Proper storage and administration procedures

- Regular medication reviews

12.2 Limitations:

- No administration of controlled drugs without proper authorization

- GP/pharmacy liaison maintained

- Incident reporting for medication errors

13. Emergency Procedures

13.1 Emergency Response:

- 24/7 on-call management available

- Emergency contact procedures

- Coordination with emergency services when required

14. General Terms

14.1 Governing Law:

- These terms are governed by English law

- Disputes subject to English court jurisdiction

14.2 Modifications:

- Terms may be updated with reasonable notice

- Significant changes require agreement

14.3 Severability:

- Invalid provisions don't affect remaining terms

- Terms interpreted to comply with applicable law

Contact Information

For questions about these terms:

- Phone: 07877913825

- Email: cheryl@marchservicescare.co.uk

For complaints:

- Care Quality Commission: 03000 616161

- Local Authority: [Relevant contact details]