Terms of Service
1. Introduction
These terms set out the basis on which Hartley Care provides advisory and coordination services.
By engaging our services, you agree to these terms.
2. Nature of our service
Hartley Care provides:
- Independent advice on care options
- Coordination of care arrangements
- Support in navigating care decisions
We do not:
- Provide medical advice
- Provide legal or financial advice
- Deliver care services directly
- Operate care homes or employ carers
All care services are delivered by third-party providers.
2a. Important: We Are Not Clinicians
Hartley Care does not provide medical advice, clinical judgments, or healthcare opinions. Our role is to help you navigate the practical and administrative aspects of arranging care.
Any observations we make about care needs are for the purpose of coordinating services, not for clinical diagnosis or treatment. Medical decisions must be made in consultation with qualified healthcare professionals such as GPs, consultants, or specialist nurses.
2b. Emergencies
Our service does not include emergency response. If you or the person you are supporting is in immediate danger or experiencing a medical emergency, contact emergency services (999) or NHS 111 immediately.
We respond to urgent enquiries during business hours as quickly as possible but we are not an emergency service.
3. Our role
We act as an independent advisor and coordinator. We recommend options based on your situation, manage communication with providers, and support decision-making.
Final decisions always remain with you.
4. Fees and payment
Fees are agreed before work begins. Services may include advisory sessions, full care arrangement, and ongoing support.
All fees are payable directly by the client. We do not accept commissions or referral fees from care providers.
4a. Cancellation Rights
As a consumer, you have the right to cancel your engagement with us within 14 days of agreeing to our services, without giving a reason (this is your "cooling-off period").
If you ask us to begin work during this period, you acknowledge that:
- Work already completed will be charged at the agreed rates
- The cooling-off period does not apply to services fully completed during the 14 days with your express consent
To cancel, email hello@hartleycare.co.uk within the 14-day period.
5. No guarantee of outcomes
While we aim to provide high-quality guidance and coordination:
- We do not guarantee availability of specific providers
- We do not guarantee outcomes of care arrangements
- We are not responsible for the performance of third-party providers
6. Third-party providers
Care homes, home care agencies, and other providers are independent businesses. We are not responsible for their services, their staff, or their contractual terms.
You enter into agreements with providers directly.
7. Client responsibilities
You agree to:
- Provide accurate information
- Make decisions in a timely manner
- Review agreements before signing
8. Confidentiality
We treat all client information as confidential. Information may be shared with third parties only where necessary and with your consent.
8a. Complaints
If you are unhappy with any aspect of our service, please contact us first by emailing hello@hartleycare.co.uk. We aim to acknowledge complaints within 2 working days and respond fully within 14 days.
If we cannot resolve the matter, you may refer the complaint to:
- The Information Commissioner's Office (for data concerns)
- Trading Standards (for consumer complaints)
9. Data protection
We handle personal data in accordance with our Privacy Policy.
We are registered with the Information Commissioner's Office (ICO), registration number ZB924306.
10. Limitation of liability
To the fullest extent permitted by law:
- We are not liable for decisions made by the client
- We are not liable for acts or omissions of third-party providers
- Our liability is limited to the fees paid for our services
Nothing in these terms excludes liability for fraud or death or personal injury caused by negligence.
11. Termination
Either party may end the engagement at any time. Fees for work already completed remain payable.
12. Changes to These Terms
We may update these terms from time to time. Material changes will be notified to active clients by email. The date at the top of this document shows when it was last updated. Continued use of our services after an update constitutes acceptance of the revised terms.
13. Governing law
These terms are governed by the laws of England and Wales.