Service terms.
Last updated: 2 November 2026
These terms explain how we arrange our services. We will provide the terms and any booking-specific arrangements for you to read before you agree. An enquiry or visit to this website does not create a booking.
Amelia Deadman trades as Amelia’s Helping Hands. Contact [email protected] or 07552 218804 to discuss a booking, a concern or an accessible copy of the terms.
1. Agreeing a service
An enquiry does not create a booking. Before you agree, we will confirm the services, location, visit arrangements, price, payment terms and any cancellation arrangements in writing. You must have an opportunity to read and understand the terms. Agreed changes will also be recorded; we will not add new charges or change a confirmed price without your agreement.
2. Individual support and care agreements
Ongoing support needs a separate written agreement describing the tasks, responsibilities, visits, emergency contacts, review arrangements and how either party may end the service. Any care arrangement must meet the applicable legal and registration requirements before it begins. A website enquiry or these general terms are not a substitute for an individual agreement or assessment.
3. Cancelling or rearranging a visit
Please give as much notice as possible if you need to cancel or rearrange a visit. We will confirm any required notice period in your written booking agreement. Any late-cancellation or missed-access charge must be explained and expressly agreed before booking. It must fairly reflect the direct loss caused, after allowing for costs saved, replacement bookings and reasonable steps to reduce that loss. It will not automatically equal the full visit price, and there will be no double recovery.
For unexpected illness, hospital admission, a bereavement or another emergency, contact Amelia as soon as reasonably possible. We will consider waiving a charge or rearranging the visit in light of the circumstances. Please tell us about an infectious illness rather than proceeding with an unsafe visit out of concern about a charge.
If we cancel, we will contact you promptly, discuss an alternative and refund any advance payment for work not supplied. We will not charge you for our cancellation.
4. Consumer cancellation rights
Where a statutory cancellation period applies, we will explain it before the contract is agreed and provide the required cancellation information. For example, eligible distance or off-premises cleaning contracts normally have a 14-day cancellation period. If you ask us to start within an applicable cancellation period, we will obtain the necessary express request and explain any proportionate payment due if you cancel after work starts. Different rules or exclusions may apply to health or social-care arrangements; the relevant agreement must explain the position. Nothing here removes your statutory rights.
5. Our responsibilities
We will carry out agreed work with reasonable care and skill, respect your home and preferences, and explain tasks we cannot safely undertake. We will agree realistic visit arrangements and tell you about material delays or changes. A particular outcome, availability or start date is only promised where it is expressly agreed.
6. Your responsibilities
Please give accurate information relevant to the service, provide agreed access, tell us about changes or known hazards, and provide a safe working environment. Explain relevant alarm, pet, product and equipment arrangements. You are responsible for paying agreed charges when due. Contact us promptly about concerns so we can investigate; this does not impose an artificial deadline on your legal rights.
7. Service boundaries and referrals
Our service boundaries explain the clinical, specialist and unsafe tasks we do not provide. A customer or family member cannot extend those boundaries by requesting a task. If your needs exceed our remit, we will discuss suitable next steps, including a referral where appropriate. See help finding further support.
8. Insurance and damage
Ask Amelia for confirmation of the insurance cover relevant to your booking. We will only agree work within the scope of the service and the insurance arrangements that apply to it. Tell us promptly about damage or an incident so it can be recorded and investigated. Insurance limits do not remove legal duties or your consumer rights.
9. Ending an ongoing arrangement
The individual agreement will set out fair notice periods and reasons for termination. Either party may seek to end the arrangement for a serious breach; where reasonable and safe, we will first explain the concern and allow it to be addressed. Unsafe conditions, abuse or threats, an unlawful request, or needs beyond our lawful and safe remit may require work to be paused promptly. We will explain the decision and, for ongoing support, discuss a safe transition and appropriate referrals where reasonably possible.
You retain any legal right to end the contract because of our failure to perform it. Advance payments for services not provided will be refunded, less only charges that are lawfully due.
10. Liability, indemnity and disclaimers
We do not require customers to give a blanket indemnity or accept responsibility for our negligence or failure to carry out agreed work. Each party remains responsible for losses they are legally liable for. Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded or limited.
Website information is general and is not medical, legal or financial advice. We are not a nursing, clinical or emergency-response service. These statements do not excuse poor service, override an agreed commitment, or reduce rights that the law gives you.
11. Concerns and privacy
Please contact Amelia using the details above so we can acknowledge, investigate and respond to a concern. You can still seek independent advice or use any legal remedy available to you. Our Privacy Policy explains how we use information and how to raise data-protection concerns.
12. Updates
Changes to website terms do not retrospectively alter an existing booking. Any proposed change to an ongoing agreement will be explained and agreed as required; it will not remove your statutory rights.