Terms of Service

Please read these Terms of Service carefully before using our website or engaging the services of Everwarm Companions. By accessing our website or entering into a service agreement with us, you agree to be bound by these terms.

1. About Everwarm Companions

Everwarm Companions is a private companionship and lifestyle support service operating in Aylesbury and across Buckinghamshire. We provide non-clinical, non-regulated companionship visits to older adults living independently at home and in care home settings.

We are not a regulated care provider. Our services do not include personal care, medication administration, manual handling, or any activity regulated by the Care Quality Commission (CQC). We are a companionship-first, lifestyle-led service.

2. Our Services

Everwarm Companions provides the following services, subject to availability and a successful matching consultation:

• Personalised companionship visits at the client's home
• Social outings, local walks, and café visits
• Hobby engagement and activity support
• Appointment accompaniment and light errand support
• Care home companion visits (as an add-on service)
• Post-visit family update communications

The specific services provided will be agreed in writing following your free consultation and introductory visit. Any significant changes to the agreed service will be confirmed in writing.

3. Service Agreement and Commencement

Our service commences following:

• A free initial consultation between Everwarm Companions and the client's family or representative
• An introductory visit to ensure compatibility between the client and their matched companion
• Written confirmation of the agreed service plan, visit frequency, and pricing

We reserve the right to decline or discontinue a service arrangement where we reasonably believe it is not in the best interests of the client, the companion, or Everwarm Companions.

4. Pricing and Payment

Pricing is provided on an individual basis following your free consultation, based on visit frequency, duration, location, and the nature of support required. We do not publish fixed pricing schedules online.

• All pricing will be confirmed in writing before any service begins
• Invoices are typically issued weekly or monthly, as agreed
• Payment is due within 14 days of invoice unless otherwise agreed in writing
• We reserve the right to suspend services where invoices remain unpaid beyond 30 days
• Prices may be reviewed with a minimum of 30 days' written notice

5. Cancellation and Changes

5.1 Cancellation by the Client

We understand that circumstances change. Our cancellation policy is as follows:

• Cancellation with 48 hours or more notice, no charge
• Cancellation with 24–48 hours notice, 50% of the visit fee may be charged
• Cancellation with less than 24 hours notice, the full visit fee may be charged
• Cancellation of the overall service arrangement requires 14 days' written notice

5.2 Cancellation by Everwarm Companions

In exceptional circumstances (such as companion illness or emergency), we will notify you as soon as possible and endeavour to reschedule or arrange an alternative companion where possible.

5.3 Termination of Service

Either party may terminate the service arrangement with 14 days' written notice. Everwarm Companions reserves the right to terminate with immediate effect in the event of serious breach of these terms, safety concerns, or behaviour that is abusive toward our companions or staff.

6. Our Responsibilities

Everwarm Companions will:

• Provide a carefully matched companion suited to the client's personality, interests, and preferences
• Ensure companions are DBS-checked (where applicable) and appropriately referenced
• Maintain appropriate insurance cover for our activities
• Provide post-visit family updates as agreed
• Handle all personal data in accordance with our Privacy Policy and UK GDPR
• Take all reasonable steps to ensure the safety and wellbeing of clients during visits
• Respond to concerns, complaints, and queries promptly and professionally

7. Client and Family Responsibilities

By engaging our services, you agree to:

• Provide accurate and complete information about the client at the time of consultation and throughout the service
• Notify us promptly of any change in the client's health, circumstances, or needs that may affect visits
• Ensure the home environment is safe and appropriate for companion visits
• Treat Everwarm companions and staff with courtesy and respect
• Not engage directly with Everwarm companions outside of the agreed service arrangement without our knowledge
• Pay invoices in accordance with the agreed payment terms

8. Limitations of Our Service

Everwarm Companions is a non-clinical, non-regulated companionship service. We do not and cannot:

• Provide personal care (including bathing, dressing, or toileting assistance)
• Administer or manage medications
• Provide manual handling or physical care
• Act as a substitute for medical, nursing, or formal care provision
• Provide emergency or crisis response services

If a client's needs develop beyond the scope of our service, we will communicate this to the family and may recommend appropriate regulated care providers. We are not responsible for arranging or funding any such provision.

9. Liability

Everwarm Companions maintains appropriate public liability insurance. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded by law.

Subject to the above, our total liability in respect of any claim arising from or in connection with our services shall not exceed the total fees paid by you in the three months preceding the event giving rise to the claim.

We are not liable for any indirect, consequential, or economic losses arising from our services or from any failure or delay beyond our reasonable control.

10. Complaints Procedure

We take all concerns seriously. If you have a complaint about any aspect of our service:

• Step 1, Contact us directly by phone or email. We aim to acknowledge all complaints within 2 working days.
• Step 2. We will investigate and provide a written response within 14 working days.
• Step 3, If you remain unsatisfied, you may escalate your complaint to an appropriate independent body.

As a non-regulated service, we are not subject to CQC oversight. However, we are committed to continuous improvement and take all feedback seriously.

11. Website Use

This website is provided for informational purposes only. While we endeavour to keep information accurate and up to date, we make no warranty as to the completeness or accuracy of any content. Use of this website is at your own risk.

You must not use this website in any way that is unlawful, harmful, or that infringes the rights of others. We reserve the right to suspend access to the website at any time.

12. Intellectual Property

All content on this website, including text, images, logos, design, and structure, is the property of Everwarm Companions or its licensors and is protected by copyright law. You may not reproduce, copy, or redistribute any content without our prior written consent.

13. Governing Law

These Terms of Service are governed by the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to These Terms

We may update these Terms of Service from time to time. Updated terms will be posted on this page with a revised "Last Updated" date. Continued use of our services following any update constitutes acceptance of the revised terms.