1. About us

These Terms & Conditions ("Terms") are issued by Eservices Care Ltd("Eservices Care", "we", "us", "our"), a company registered in England & Wales, with its registered office at 10 Larkspur Way, Peterborough, PE7 2FW. You can contact us on 07895 538618 or at info@eservicescare.co.uk.

We provide regulated and non-regulated healthcare, home care and supported living services in the United Kingdom. Our regulated activities are delivered in accordance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and are subject to inspection by the Care Quality Commission (CQC) in England and equivalent regulators in the devolved nations.

2. Acceptance of these Terms

By accessing this website, requesting a care assessment, making a referral, or receiving services from us, you confirm that you have read, understood and agreed to these Terms. If you do not agree, please do not use our website or services.

Where services are commissioned by a Local Authority, NHS body or other public organisation, the relevant contract, framework agreement or service specification will take precedence over any conflicting clause in these Terms.

3. Definitions

Service User : the individual receiving care or support from us.
Representative : a family member, advocate, attorney or deputy authorised to act for the Service User.
Commissioner : a Local Authority, Integrated Care Board, NHS Trust or other body funding the care.
Care Plan : the personalised, co-produced plan setting out assessed needs, outcomes and how we will meet them.

4. Use of our website

The content of this website is provided for general information only. It is not medical, clinical or legal advice and should not be relied upon as a substitute for advice from an appropriately qualified professional. In a medical emergency, dial 999. For non-emergency NHS advice, dial 111.

You agree not to:

Use the website in any unlawful or fraudulent way;
Attempt to gain unauthorised access to our systems or data;
Introduce viruses, trojans or other malicious material; or
Reproduce, copy or resell any part of the website without our written consent.

5. Care assessments and Care Plans

Before any regulated service begins, we will carry out a needs and risk assessment and agree a written Care Plan with the Service User and, where appropriate, their Representative and Commissioner. Care will only commence once:

Informed consent has been obtained (or a lawful best-interests decision has been made under the Mental Capacity Act 2005);
The Care Plan, risk assessment and funding arrangements have been agreed in writing; and
Suitable, trained and DBS-checked staff have been allocated.

Care Plans are reviewed at least annually, or sooner where needs change, following significant incidents, or at the reasonable request of the Service User, Representative or Commissioner.

6. Fees, funding and payment

Fees are set out in the individual service agreement, purchase order or framework schedule. Where care is publicly funded, payment terms follow the relevant commissioning contract. For privately funded clients, invoices are issued monthly in arrears and are payable within 14 days of the invoice date unless otherwise agreed in writing.

We may charge interest on overdue private invoices in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Fees may be reviewed annually and reflect changes in the National Living Wage, statutory training, regulatory requirements and other reasonable cost pressures. We will give at least 28 days' written notice of any fee change to private clients.

7. Cancellation, suspension and termination

By the Service User or Representative

Individual visits may be cancelled with at least 24 hours' notice without charge.
Cancellations with less notice may be charged in full to cover staff commitments.
The service may be ended by giving us at least 14 days' written notice.

By Eservices Care

We may suspend or terminate a service, following a proportionate risk assessment and proper notice (save in cases of immediate safeguarding risk), where:

It is no longer safe for staff or the Service User to attend;
The Service User's needs exceed what we are commissioned or competent to provide;
Fees remain unpaid following reminders; or
There has been serious abuse, threats, harassment or unlawful behaviour towards staff.

Where a service ends, we will work with the Service User, Representative and any Commissioner to ensure a safe transition of care.

8. Our staff

All care staff are employed or engaged by Eservices Care, hold an Enhanced DBS check, receive mandatory induction (aligned with the Care Certificate) and ongoing training, and work under regular supervision. Our regulated staff (such as nurses) are registered with the appropriate professional body (e.g. NMC, HCPC).

Staff are not permitted to accept gifts of significant value, act as a witness to wills, become an attorney or deputy, or handle a Service User's finances beyond what is set out in the Care Plan.

9. Safeguarding

We are committed to safeguarding adults at risk and children in line with the Care Act 2014, Working Together to Safeguard Children, and applicable local safeguarding partnership procedures. Concerns can be raised confidentially with our Designated Safeguarding Lead via 07895 538618 or info@eservicescare.co.uk. Where a person is at risk of significant harm, we will report to the relevant local authority safeguarding team and, if required, the police.

10. Mental capacity and consent

We work in accordance with the Mental Capacity Act 2005 and its Code of Practice. We presume capacity, support people to make their own decisions, and only act in a person's best interests where they lack capacity for the relevant decision. Any deprivation of liberty will be subject to a lawful authorisation (DoLS or a Court of Protection order).

11. Equality, diversity and human rights

We comply with the Equality Act 2010 and the Human Rights Act 1998. We do not discriminate on the basis of any protected characteristic, and we deliver care that respects each person's identity, beliefs, culture and relationships.

12. Data protection and confidentiality

We process personal data, including special category health data, in accordance with the UK GDPR, the Data Protection Act 2018 and the common law duty of confidentiality. Full details are set out in our Privacy Policy. We share information only where it is lawful, necessary and proportionate : for example, with treating clinicians, commissioners, safeguarding partners or regulators.

13. Complaints and feedback

We welcome feedback and take complaints seriously. Concerns can be raised with the Registered Manager and will be acknowledged within 3 working days and responded to within 20 working days. Where you remain dissatisfied, you may refer your complaint to:

The Local Government and Social Care Ombudsman (privately funded and council-arranged adult social care);
The Parliamentary and Health Service Ombudsman (NHS-funded care); or
The Care Quality Commission for regulatory concerns about safety and quality.

14. Liability

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be limited or excluded by law.

Subject to the above, our total liability arising under or in connection with the service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the fees paid for the service in the 12 months preceding the event giving rise to the claim. We are not liable for losses that are not a foreseeable consequence of our breach.

15. Insurance

We maintain employer's liability, public liability and professional indemnity insurance at levels appropriate to our regulated activities. Certificates are available to commissioners on reasonable request.

16. Force majeure

We will not be liable for any failure or delay in performance caused by events beyond our reasonable control, including epidemics, pandemics, severe weather, industrial action, fire, flood, or government action : provided that we will continue to take all reasonable steps to maintain safe care and to communicate with Service Users, Representatives and Commissioners.

17. Intellectual property

All content on this website : including text, graphics, logos and images : is owned by or licensed to Eservices Care and is protected by UK and international copyright laws. You may view and print extracts for personal, non-commercial use only.

18. Changes to these Terms

We may update these Terms from time to time to reflect changes in law, regulation or our services. The current version will always be available on this page with the "Last updated" date shown above. Material changes affecting active service users will be notified directly.

19. Governing law and jurisdiction

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, save that Service Users resident in Scotland or Northern Ireland may bring proceedings in their local courts.

20. Contact us

Questions about these Terms can be sent to:

Eservices Care Ltd
10 Larkspur Way, Peterborough, PE7 2FW
Telephone: 07895 538618
Email: info@eservicescare.co.uk