Terms & Conditions
Last updated: 1 June 2026
These Terms & Conditions explain how Helpers for Seniors provides its services. Please read them carefully before arranging support with us.
By booking or using our services, you agree to these Terms & Conditions.
1. About us
Helpers for Seniors provides friendly, non-personal care and practical home help for seniors across West Kent, including Tonbridge, Sevenoaks, Southborough and Tunbridge Wells.
Helpers for Seniors
6 South Frith, London Road
Southborough
TN4 0UQ
Email: hello@helpersforseniors.co.uk
Telephone: 07747 973257
2. Our services
We provide non-personal home help and companionship services designed to support older people to live more comfortably and confidently at home.
Our services may include:
- Companionship and conversation
- Light housekeeping
- Laundry and tidying
- Meal preparation and cooking
- Shopping and errands
- Prescription collection
- Support with outings and appointments
- Help maintaining routines
- Family reassurance and updates, where appropriate
The exact services provided will be agreed with you before support begins.
3. What we do not provide
Helpers for Seniors provides non-personal care only.
We do not provide:
- Personal care, such as washing, dressing, toileting or bathing
- Nursing care
- Medical care or clinical advice
- Medication administration
- Manual handling or lifting
- Regulated care services
- Emergency care
- Heavy cleaning, specialist cleaning or hazardous cleaning
- Services that require specialist qualifications, equipment or insurance unless agreed in writing
We may collect prescriptions, remind a client about an existing routine, or help with general organisation, but we do not administer medication or make medical decisions.
If we believe a client needs support outside the scope of our services, we may recommend that you contact an appropriate care provider, healthcare professional, emergency service or local authority.
4. Arranging support
To arrange support, you can contact us by phone, email or through our website.
We will usually start with a conversation to understand:
- The client’s needs and preferences
- The type of help required
- The location of the service
- Preferred days and times
- Any relevant safety, access or household information
- Family contact arrangements, if applicable
We may recommend an initial visit or conversation before confirming ongoing support.
A booking is only confirmed once we have agreed the service, date, time and any applicable charges with you.
5. Support plans
Where ongoing help is arranged, we may create a simple support plan or written summary of the agreed tasks, preferences and visit schedule.
Support can be reviewed and updated as needs change. Any significant changes to the service, frequency, timing or cost should be agreed between us in advance.
6. Prices and payment
Our prices will be confirmed before you book.
Unless agreed otherwise, you are responsible for paying for all services booked.
Payment terms, rates and accepted payment methods will be explained before support begins. We may issue invoices weekly, fortnightly or monthly depending on the arrangement.
Payment should be made by the due date stated on the invoice.
If payment is late, we may pause or end services after giving reasonable notice. We will always try to resolve payment issues fairly and sensitively.
7. Additional costs
You may be responsible for reasonable additional costs connected with the service, such as:
- Parking charges
- Public transport fares
- Mileage, where travel by car is agreed
- Entrance fees for outings
- Refreshments or meals during outings, where agreed
- Shopping or household items purchased on your behalf
We will aim to agree any additional costs in advance wherever possible.
8. Shopping, errands and handling money
If we are asked to buy shopping, collect prescriptions or run errands, we will agree the arrangement with you in advance.
Where we handle money, payment cards or receipts on behalf of a client, this must be done in a clear and transparent way. We may ask for written instructions or records for everyone’s protection.
Helpers for Seniors staff or helpers must not be asked to borrow money, lend money, accept significant gifts, make financial decisions, access bank accounts, use PIN numbers, or be involved in wills, legal documents or financial arrangements.
9. Cancellations by you
We understand that plans sometimes change.
Please give us as much notice as possible if you need to cancel or rearrange a visit.
Where less than 24 hours’ notice is given, we may charge for some or all of the booked visit, unless the cancellation is due to an emergency or exceptional circumstances.
For ongoing support, repeated short-notice cancellations may affect our ability to continue providing regular visits.
10. Cancellations by us
We will always do our best to attend visits as agreed.
Occasionally, we may need to cancel, rearrange or provide a different helper due to illness, emergency, unsafe conditions, travel disruption or circumstances outside our control.
If we need to cancel a visit, we will contact you as soon as reasonably possible and try to rearrange the visit or provide an alternative helper where we can.
You will not be charged for a visit that we cancel and cannot rearrange.
11. Your right to cancel within 14 days
If you arrange services with us by phone, email, online, or away from our business premises, you may have a legal right to cancel within 14 days without giving a reason.
This 14-day period usually starts from the day after the contract is agreed.
To cancel, you must tell us clearly by contacting:
Email: hello@helpersforseniors.co.uk
Telephone: 07747 973257
If you ask us to start providing services during the 14-day cancellation period, you may still cancel, but you will need to pay for any services already provided up to the point you cancel.
If the service has been fully completed during the cancellation period and you agreed for the work to begin, you may lose the right to cancel that completed service.
12. Access to the property
You are responsible for making sure we can safely access the property at the agreed visit time.
If we cannot access the property, or if no one is available when required, we may still charge for the visit.
Where keys, key safes, access codes or alarm details are provided, these must be accurate and kept up to date. We will treat access information confidentially and use it only for agreed visits.
13. Safe working environment
We are committed to providing safe and respectful support for clients, families and our helpers.
You must provide a safe working environment. This includes telling us about anything that may affect safety, such as:
- Aggressive pets
- Smoking or environmental hazards
- Infection risks
- Unsafe access
- Faulty equipment
- Behaviour that could put the client or helper at risk
- Any relevant health, mobility or household concerns
We may refuse, pause or stop a service if we believe it is unsafe, inappropriate or outside the scope of what we provide.
14. Respectful behaviour
We expect all clients, family members, representatives, staff and helpers to treat one another with kindness and respect.
We will not tolerate abuse, harassment, discrimination, threatening behaviour, inappropriate conduct or unsafe behaviour towards our staff or helpers.
If this occurs, we may end services immediately.
15. Pets
Please tell us in advance if there are pets in the home.
Pets must be safe and under appropriate control during visits. We may refuse to enter or continue a visit if a pet presents a risk.
16. Food preparation and household tasks
Where meal preparation or cooking is agreed, we will take reasonable care when handling food and using kitchen equipment.
You are responsible for ensuring that food, appliances and equipment provided in the home are safe, suitable and in date.
We may refuse to use unsafe appliances, damaged equipment, unsuitable cleaning products or items that appear hazardous.
17. Outings and appointments
Where outings or appointment support are agreed, the details should be confirmed in advance.
This may include:
- Destination
- Time and expected duration
- Transport arrangements
- Mobility needs
- Emergency contact details
- Any costs or tickets required
We provide companionship and practical support during outings. We do not provide medical supervision or make decisions on behalf of healthcare professionals.
Transport by car will only be provided where this has been specifically agreed and appropriate insurance or arrangements are in place.
18. Family communication
Where appropriate, and with the client’s wishes in mind, we may provide updates to family members or nominated representatives.
We aim to communicate clearly and sensitively, especially where there are concerns about wellbeing, missed visits, safety or changes in routine.
We cannot guarantee constant monitoring or emergency response unless this has been specifically agreed in writing.
19. Emergencies and safeguarding
Helpers for Seniors is not an emergency service.
If there is an emergency, we may contact emergency services, a nominated family member, healthcare professional, local authority or other appropriate organisation.
If we have concerns about a client’s safety, welfare or wellbeing, we may need to share relevant information with appropriate people or organisations, including safeguarding authorities.
20. Quality of service
We aim to provide our services with reasonable care and skill.
If you are unhappy with any part of our service, please tell us as soon as possible so we can try to put things right.
Depending on the circumstances, we may offer to:
- Discuss and resolve the issue
- Rearrange a visit
- Repeat part of the service where appropriate
- Provide a partial refund or credit where appropriate
- Review or change the support arrangement
Nothing in these Terms & Conditions affects your statutory consumer rights.
21. Complaints
We welcome feedback and take complaints seriously.
To make a complaint, please contact:
Email: hello@helpersforseniors.co.uk
Telephone: 07747 973257
Please include as much detail as possible so we can understand what happened and respond properly.
We will aim to acknowledge complaints promptly and respond within a reasonable time.
22. Liability
We are responsible for losses you suffer that are a direct and foreseeable result of our breach of these Terms & Conditions or our failure to use reasonable care and skill.
We are not responsible for:
- Losses that were not foreseeable
- Losses caused by incorrect or incomplete information provided to us
- Losses caused by events outside our reasonable control
- Pre-existing damage, wear and tear or unsafe household conditions
- Items that are already fragile, damaged or unstable
- Medical, personal care or regulated care needs outside the scope of our services
- Losses caused by third parties
Nothing in these Terms & Conditions excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.
23. Insurance
We aim to maintain appropriate insurance for the services we provide.
Insurance does not cover services that are outside the scope of what has been agreed, or tasks we have advised we cannot safely or lawfully provide.
24. Ending ongoing services
Either you or Helpers for Seniors may end ongoing services by giving reasonable notice.
Unless agreed otherwise, we ask for at least 7 days’ notice to end a regular support arrangement.
We may end services sooner if:
- There is a safety concern
- The service required is outside our scope
- Payment is overdue
- There is abusive or inappropriate behaviour
- The client’s needs have changed and we can no longer provide suitable support
- Continuing the service would be unlawful, unsafe or inappropriate
25. Changes to services or terms
We may update our services, prices or these Terms & Conditions from time to time.
Where changes affect an existing ongoing service, we will give reasonable notice where possible.
The latest version of these Terms & Conditions will be published on our website.
26. Privacy and personal information
We collect and use personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, how we use it, who we may share it with, and your rights.
27. Website use
The information on our website is provided for general information only.
We try to keep website content accurate and up to date, but we do not guarantee that all information will always be complete, current or error-free.
Website content should not be treated as medical, legal, financial or professional advice.
28. Links to other websites
Our website may include links to third-party websites.
We are not responsible for the content, privacy practices or accuracy of third-party websites.
29. Events outside our control
We will not be responsible for delays or failure to provide services caused by events outside our reasonable control.
This may include severe weather, illness, accidents, road closures, transport disruption, power cuts, emergencies, government restrictions or other unexpected events.
We will contact you as soon as reasonably possible if this affects a booking.
30. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the courts of England and Wales.
31. Contact us
If you have any questions about these Terms & Conditions, please contact:
Helpers for Seniors
6 South Frith, London Road
Southborough
TN4 0UQ
Email: hello@helpersforseniors.co.uk
Telephone: 07747 973257