Client Agreement / Terms of Service

LD Personal Support Services

This agreement outlines the terms under which LD Personal Support Services provides personal assistant and companion support.

By engaging LD Personal Support Services, clients and/or their representatives agree to the following terms.

1. About the Service

LD Personal Support Services provides non-medical personal assistant and companion support for older adults. Support is lifestyle-led and focused on independence, routine, and wellbeing.

Services are tailored to individual needs and agreed in advance.

2. Nature of Support

Support may include:

  • Personal assistant support (appointments, organisation, errands)

  • Companion support (outings, shopping, walks, social activities)

  • Routine and wellbeing support

  • Dementia-aware companion support where appropriate

LD Personal Support Services does not provide:

  • Medical or nursing care

  • Clinical treatment or diagnosis

  • Medication administration (unless explicitly agreed in writing and appropriately insured)

3. Consistency of Support

Support is provided on a one-to-one basis, ensuring familiarity and continuity. Wherever possible, the same person will provide support at each visit.

4. Availability & Minimum Commitment

  • Support is offered in regular weekly time blocks

  • A minimum weekly commitment applies

  • One-off or ad-hoc hourly visits are not offered

This approach ensures meaningful engagement and consistent support.

5. Fees & Payment

  • Fees are agreed in advance before support begins

  • Invoices are issued monthly unless otherwise agreed

  • Payment is due within 7 days of invoice date

Late or non-payment may result in suspension or termination of services.

6. Expenses

Reasonable out-of-pocket expenses incurred during support (for example refreshments, entry fees, parking, or mileage) may be charged separately.

Expenses will be:

  • Discussed in advance where possible

  • Transparent

  • Clearly itemised

7. Cancellations

  • A minimum of 48 hours’ notice is required for cancellations

  • Cancellations with less than 48 hours’ notice may be charged at the full agreed rate

8. Client Responsibilities

Clients or their representatives agree to:

  • Provide accurate and relevant information

  • Inform LD Personal Support Services of any changes in needs or circumstances

  • Ensure a safe environment during support visits

  • Treat all parties with respect

LD Personal Support Services reserves the right to withdraw support if safety or wellbeing is compromised.

9. Confidentiality

All personal information is treated confidentially and handled in accordance with data protection requirements.

Information will not be shared without consent, unless required by law or safeguarding obligations.

10. Safeguarding

LD Personal Support Services takes safeguarding seriously. Any concerns regarding safety or wellbeing may be escalated in line with appropriate safeguarding procedures.

11. Limitation of Liability

LD Personal Support Services will act with reasonable care at all times and holds appropriate insurance.

The service cannot be held responsible for:

  • Loss or damage outside its reasonable control

  • Pre-existing conditions

  • Decisions made by clients or family members outside agreed support

Liability is limited to the extent permitted by law.

12. Termination of Service

Either party may terminate services with 14 days’ notice, unless otherwise agreed.

Immediate termination may occur if:

  • Payment terms are breached

  • Safety concerns arise

  • The arrangement becomes unsuitable or unworkable

13. Changes to Terms

These terms may be updated from time to time. Clients will be notified of any material changes.

14. Governing Law

This agreement is governed by the laws of England and Wales.

Acceptance

Engaging LD Personal Support Services confirms acceptance of these terms.