Terms & Conditions

1. Introduction

Haven Respite Ltd is a registered social enterprise providing bespoke, in-home respite care and non-medical support for children and adults with additional needs, and their families, across Nottinghamshire.

These Terms & Conditions govern your use of our services, including all bookings, care arrangements, payments, and interactions with Haven Respite staff. By engaging our services, you confirm that you have read, understood, and agreed to these terms.

2. Eligibility

To use Haven Respite services, you must:

• Be aged 18 or older, or have parental or guardian authority to book on behalf of a child or young person
• Provide accurate and complete information during the onboarding and assessment process
• Agree to comply with our policies, including our Safeguarding, Privacy, and Health & Safety standards

3. Our Services

Haven Respite provides non-medical, in-home respite care and support, including but not limited to:

• Companionship and social engagement
• Personal care support
• Meal preparation and light household assistance
• Activity support and community accompaniment
• Overnight sitting and live-in support
• Short breaks for unpaid carers

All services are delivered by trained, DBS-checked support workers. Haven Respite does not provide regulated clinical or medical care.

4. Bookings & Service Arrangements

• All bookings are confirmed in writing by the Haven Respite team following an initial assessment
• Session types, dates, times, and duration are agreed in advance and documented in your Service Agreement
• Requests for a named support worker are accommodated where possible, subject to availability
• Any changes to agreed arrangements must be communicated to Haven Respite as early as possible and are subject to staff availability

5. Pricing & Payments

For current service rates, please contact the office.

Invoices are issued in line with your agreed payment schedule. Payments are due within the timeframe set out in your Service Agreement. Haven Respite does not accept cash payments. All payments are processed securely.

Rates may be reviewed periodically. You will be given written notice of any changes before they take effect.

6. Client Responsibilities

To ensure safe and effective service delivery, clients and their families must:

• Provide accurate, complete, and up-to-date care and health information during onboarding and at any point needs change
• Notify Haven Respite promptly of any significant changes in care needs, health status, or home circumstances
• Provide a safe and suitable environment for Haven Respite staff to carry out their duties
• Treat Haven Respite staff with dignity and respect at all times
• Notify Haven Respite immediately if a support worker is unable to complete a session or if any concerns arise

7. Cancellations & Rescheduling

• Cancellations must be made by contacting the Haven Respite team directly, with as much notice as possible
• Standard notice required: a minimum of 24 hours for regular sessions
• Late cancellations or repeated cancellations without reasonable notice may incur a cancellation charge, as set out in your Service Agreement
• Emergency cancellations are handled sensitively on a case-by-case basis
• Haven Respite reserves the right to cancel or reschedule sessions in exceptional circumstances, including staff illness or safety concerns, and will provide as much notice as possible

8. Risk Assessment & Care Planning

• All clients undergo an initial assessment before services begin, including a home environment assessment and an individual risk assessment
• Support workers follow client-specific care plans and safety instructions at all times
• Risk assessments and care plans are reviewed regularly and updated following any significant change in needs or circumstances

9. Safety & Safeguarding

Haven Respite operates in line with current safeguarding legislation and best practice guidance for children and adults at risk.

• All support workers are trained in safeguarding, lone working, and risk management
• Any safeguarding concerns, incidents, or disclosures must be reported immediately to the Haven Respite team
• In any emergency, call 999 first, then notify Haven Respite as soon as it is safe to do so
• Haven Respite has a duty to refer concerns to the relevant local authority or statutory agency where required by law, regardless of consent

10. Privacy & Data Protection

Haven Respite processes personal and sensitive data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of how we collect, use, store, and protect your information are set out in our Privacy & Data Protection Policy, available on our website.

11. Feedback & Reviews

We are committed to continuous improvement. Clients and families are invited to provide feedback following sessions and at scheduled review points. Feedback may be used for internal quality assurance and service development purposes.

12. Limitation of Liability

• Haven Respite provides non-medical support services only and is not liable for any medical or clinical outcomes
• Our support workers are trained and carefully vetted; however, Haven Respite cannot accept liability for loss or damage arising from circumstances beyond our reasonable control
• Nothing in these Terms & Conditions limits liability for death, personal injury caused by negligence, or any other liability that cannot be excluded by law

13. Termination of Services

Haven Respite reserves the right to suspend or withdraw services where:

• These Terms & Conditions or the Service Agreement have been materially breached
• The safety or wellbeing of staff, clients, or others is at risk
• Accurate information has not been provided during assessment or onboarding

Clients may end services in line with the notice period set out in their Service Agreement.

14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

15. Updates to These Terms

Haven Respite may update these Terms & Conditions from time to time. Updated versions will be published on our website and will take effect from the date of publication. Continued use of our services following an update constitutes acceptance of the revised terms.

16. Contact Us

For any queries regarding our services or these Terms & Conditions, please contact: