Terms & Conditions

1. Introduction

These terms and conditions govern your use of the Evergreen Home Care website (evergreenhomecare.co.uk) and our provision of domiciliary care services. By using our website or engaging our services, you agree to these terms. Evergreen Home Care Ltd is registered in England and Wales with its registered office at 14 Clifton Down, Bristol, BS8 1SA.

2. Our services

Evergreen Home Care provides in-home care services including personal care, companion care, dementia care, live-in care, respite care, and post-hospital support. All care is delivered in accordance with the standards set by the Care Quality Commission (CQC). The specific services provided to each client are set out in an individual care plan agreed between the client (or their representative) and Evergreen Home Care.

3. Care agreements

Before care begins, we will carry out a free home assessment and create a personalised care plan. A formal care agreement will be provided, detailing the services to be delivered, visit schedules, fees, and cancellation terms. Care will not commence until the agreement has been signed by the client or their authorised representative.

4. Fees and payment

Our fees are set out in the care agreement and are based on the type and frequency of care required. Invoices are issued weekly or monthly as agreed. Payment is due within 14 days of the invoice date. We accept bank transfer and direct debit. Fee increases will be communicated with a minimum of four weeks' notice.

5. Cancellation

Either party may terminate the care agreement by giving 14 days' written notice. Cancellation of individual visits requires at least 24 hours' notice; visits cancelled with less notice may be charged in full. In exceptional circumstances (such as a hospital admission), we will waive cancellation charges at our discretion.

6. Our responsibilities

We undertake to:

• Provide care that meets CQC standards and is delivered by trained, vetted staff
• Carry out DBS checks on all carers before they begin work
• Maintain appropriate insurance, including public liability and employer's liability
• Review and update care plans regularly in consultation with the client and their family
• Handle all personal information in accordance with our Privacy Policy and UK data protection law

7. Client responsibilities

Clients (or their representatives) are expected to:

• Provide accurate information about care needs and health conditions
• Ensure a safe working environment for our carers, including access to the property and a clean workspace
• Notify us promptly of any changes in health or circumstances
• Treat our staff with respect and dignity

8. Complaints

We take all complaints seriously. If you are unhappy with any aspect of our service, please contact us at hello@evergreenhomecare.co.uk or call 0117 496 0234. We will acknowledge your complaint within two working days and aim to resolve it within 28 days. If you remain dissatisfied, you may refer the matter to the Care Quality Commission or the Local Government Ombudsman.

9. Website use

The content on this website is provided for general information purposes only. While we make every effort to ensure accuracy, we do not guarantee that the information is complete or up to date. The website should not be relied upon as a substitute for professional medical or care advice.

10. Limitation of liability

To the fullest extent permitted by law, Evergreen Home Care Ltd shall not be liable for any indirect, incidental, or consequential loss arising from the use of our website or services. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

11. 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.

12. Contact

If you have any questions about these terms, please contact us at hello@evergreenhomecare.co.uk or write to Evergreen Home Care Ltd, 14 Clifton Down, Bristol, BS8 1SA.