Terms of Service

These Terms of Service ("Terms") govern your use of services provided by GoCarely Ltd ("GoCarely," "we," "us," or "our"). By accessing our website, mobile application, or engaging our care services, you agree to be bound by these Terms.

Please read these Terms carefully before using our services.

1. Acceptance of Terms

By:

• Accessing or using our website (gocarely.co.uk)
• Downloading or using our mobile application
• Requesting a consultation or assessment
• Engaging our care services
• Providing your contact information

You acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and Cookie Policy.

2. Eligibility

To use our services, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into a binding agreement
• Reside in an area where we provide services (primarily London and surrounding areas)
• Provide accurate and complete information

If you are arranging care on behalf of someone else, you represent that you have the legal authority to do so (as a family member, legal guardian, power of attorney, or authorized representative).

3. Services Description

3.1 Care Services

GoCarely provides domiciliary (home-based) care services, including but not limited to:

• Personal care and hygiene assistance
• Medication prompts and management
• Meal preparation and nutritional support
• Mobility assistance and fall prevention
• Companionship and social engagement
• Respite care for family caregivers
• Specialized dementia care
• Palliative and end-of-life care
• 24/7 live-in care arrangements

3.2 Service Limitations

Our services are subject to:

• Caregiver availability in your area
• Assessment of care needs and suitability
• Compliance with CQC (Care Quality Commission) regulations
• Your health and safety requirements
• Our operational capacity and resource allocation

We reserve the right to decline or terminate services if:

• We cannot safely meet your care needs
• Your behavior poses a risk to our staff
• You violate these Terms
• Payment terms are not met

4. Service Process

4.1 Initial Consultation

All new clients undergo:

1. Consultation: Confidential discussion of care needs and expectations
2. Assessment: In-home evaluation by a qualified care manager
3. Care Planning: Development of personalized care plan
4. Caregiver Matching: Selection of appropriate care staff
5. Service Agreement: Formalization of care arrangement and costs

4.2 Ongoing Care

Once services commence:

• Care is delivered according to your agreed care plan
• Regular reviews ensure care quality and appropriateness
• Care plans are adjusted as needs change
• Communication channels remain open for concerns or updates

5. Fees and Payment

5.1 Pricing

• Care fees are determined after assessment based on care complexity, frequency, and duration
• Pricing is provided in writing before services begin
• Fees may include hourly rates, daily rates, or package pricing
• Additional charges may apply for specialized care or last-minute changes

5.2 Payment Terms

• Payment Methods: Direct bank transfer, credit/debit card, or local authority funding
• Billing Frequency: Weekly, fortnightly, or monthly as agreed
• Payment Due: Within terms specified in your service agreement (typically 7-14 days)
• Late Payments: Late fees may apply; continued non-payment may result in service suspension

5.3 Funding Options

We accept:

• Self-funded (private pay) arrangements
• Local authority funding (subject to approval)
• Direct payments and personal budgets
• NHS Continuing Healthcare funding (where applicable)

6. Cancellations and Changes

6.1 Service Changes by You

• Advance Notice: 24 hours' notice required for schedule changes
• Short Notice Changes: Changes with less than 24 hours' notice may incur fees
• Cancellations: Minimum notice periods apply (typically 7-14 days depending on service type)
• Cancellation Fees: Early termination may result in fees to cover staff commitments

6.2 Service Changes by Us

We may need to change caregivers or schedules due to:

• Staff illness or unavailability
• Emergency situations
• Operational requirements

We will provide as much notice as possible and ensure continuity of care.

7. Client Responsibilities

You agree to:

• Provide Accurate Information: Complete and truthful information about care needs, medical history, and circumstances
• Safe Environment: Maintain a safe, clean working environment for caregivers
• Access to Home: Ensure caregivers can access your property at scheduled times
• Respect for Staff: Treat caregivers with dignity and respect; abusive behavior is not tolerated
• Communicate Changes: Inform us promptly of any changes in care needs, health status, or circumstances
• Payment Obligations: Pay fees on time according to agreed terms
• Medical Responsibility: Maintain relationships with healthcare providers; our services supplement but do not replace medical care

8. Our Responsibilities

We commit to:

• Qualified Staff: All caregivers are DBS-checked, trained, and supervised
• Quality Care: Services delivered according to care plans and CQC standards
• Safeguarding: Protection of vulnerable adults in accordance with legal requirements
• Confidentiality: Protection of your personal and health information
• Insurance: Appropriate liability and professional indemnity insurance
• Complaint Handling: Fair and timely resolution of concerns

9. Limitation of Liability

9.1 Scope of Liability

To the maximum extent permitted by law:

• We are not liable for losses arising from circumstances beyond our reasonable control
• Our liability is limited to the fees paid for services in the 12 months preceding the claim
• We are not liable for indirect, consequential, or punitive damages

9.2 Excluded Liability

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Violations of your legal rights under consumer protection laws
• Any other liability that cannot be excluded by law

10. Automated Communications & Marketing

11. Intellectual Property

All content on our website and app, including:

• Text, graphics, logos, images
• Software and functionality
• Trademarks and branding
• Care plans and proprietary materials

Are owned by or licensed to GoCarely and protected by UK and international intellectual property laws. You may not copy, reproduce, distribute, or create derivative works without our express written permission.

12. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which forms part of these Terms.

By using our services, you also consent to our use of cookies as described in our Cookie Policy.

13. Safeguarding

We are committed to safeguarding vulnerable adults. If we have concerns about your safety or wellbeing, we may:

• Report concerns to appropriate authorities (police, social services, safeguarding teams)
• Share relevant information with healthcare providers or family members
• Take immediate action to protect you from harm

We are legally obligated to report certain concerns, including suspected abuse, neglect, or exploitation.

14. Complaints and Disputes

14.1 Complaint Process

If you have concerns about our services:

1. Contact Us: Raise concerns with your care manager or our office
2. Formal Complaint: Submit written complaint to complaints@gocarely.co.uk
3. Investigation: We investigate within 7 working days
4. Response: Full written response provided within 28 days
5. Escalation: If unresolved, escalate to CQC or Local Government Ombudsman

14.2 Alternative Dispute Resolution

If we cannot resolve a dispute directly, you may contact:

• Care Quality Commission (CQC): The regulator of health and social care in England
• Local Government Ombudsman: For complaints about local authority-funded care
• Trading Standards: For consumer rights issues

15. Termination

15.1 Termination by You

You may terminate services by providing written notice according to your service agreement (typically 7-14 days). Fees may apply for early termination.

15.2 Termination by Us

We may terminate services immediately if:

• You breach these Terms
• Payment obligations are not met
• Staff safety is compromised
• We can no longer safely meet your care needs
• You engage in abusive, threatening, or discriminatory behavior

16. Force Majeure

We are not liable for failure to perform due to circumstances beyond our reasonable control, including:

• Natural disasters, pandemics, epidemics
• Government actions, strikes, civil unrest
• Severe weather, transportation disruptions
• Power outages, telecommunications failures

17. 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.

18. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes by:

• Email to your registered email address
• Notice on our website
• In-app notification (if applicable)

Continued use of services after changes constitutes acceptance of updated Terms.

19. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

20. Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and GoCarely regarding our services.

21. Contact Information

GoCarely Ltd
Company Number: 14027819
Registered in England and Wales
CQC Registered Provider

By using our services, you acknowledge that you have read, understood, and agree to these Terms of Service.