Terms and Conditions

1] You agree that you have read and understand these terms of service before signing up for any of our services. These terms and conditions set a legal agreement between you and Caretips for use of our services. By booking on any of our services you agree to be bound by these terms and conditions. Please discontinue and do not sign up for any of our services if you do not agree or do not want to bound by these terms and conditions.

2] You agree to utilise the standardised procedures in place, including communications, providing the requested information key to your service, adhering to our working hours and following our grievances procedures whenever applicable.

3] You agree and understand that you are responsible for maintaining the confidentiality of passwords associated with the account you use to access our Services. For the avoidance of doubt, you agree that you will not share, disclose, or permit any other person to use your account or password to access our services without our permission. Accordingly, you agree to be solely responsible for all activities on your account.

4] We have a proactive safety culture based on openness and honesty, ensuring that our clients are well-informed about their responsibilities and ours. It is vital to note that we reserve the right to charge for any unexpected expenses incurred due to a failure to provide necessary evidence or respond promptly to deadlines set by regulatory bodies such as the CQC, Ofsted, or local authorities. For example, if documentation required by these bodies is not submitted on time, it may lead to additional costs, including administrative fees or penalties imposed by the authorities. We believe in maintaining transparency and clarity around these potential charges so that everyone involved can plan accordingly and avoid unnecessary surprises.

5] Caretips values and believes in a professional partnership rooted in clarity and mutual responsibility. While we are committed to supporting you through every step of your application process, we must work collaboratively. You are responsible for providing all information required for your application, including the personal details of key people, their experience, and qualifications. You are also responsible for ensuring that any work or evidence we provide meets your needs. Please provide any requested information and evidence promptly, as this helps us ensure everything is on track. By collaborating, we can ensure that every aspect of your application aligns with your expectations. It is crucial that you review all details thoroughly and let us know your views and wishes in writing. This way, we can address any concerns early and focus on quality. Our mutual aim is to achieve a successful outcome by blending our expertise with your insights, feedback and timely engagement.

6] Caretips strives to balance providing efficient service and keeping fees as low as possible. We achieve this by managing our expenses efficiently, and we ask for your cooperation in supporting this endeavour. It is essential that we work together to ensure the smooth operation of our services.

7] We kindly ask that you refrain from overwhelming the service with phone calls without prior arrangements, as this can strain resources intended for urgent matters. For non-emergency situations, please understand that immediate responses may not always be feasible. We appreciate your patience and understanding as we take the necessary time to address each request appropriately.

8] Respectful communication is essential for establishing a positive environment for clients and our staff. Behaviours such as rudeness or actions that adversely affect our team's well-being are unacceptable. We reserve the right not to respond to clients who engage in unreasonable behaviour, including rudeness, mockery, and baseless allegations. Instances of harassment, threats or where there is a criminal element, will be reported to law enforcement agents.

9] We require all requests for support to fall within legal boundaries; requests outside these parameters cannot be accommodated. Under no circumstances will we participate in activities that could endanger others or contravene legal requirements. For example, we categorically reject any involvement in falsifying evidence, as such actions undermine trust and jeopardise safety. Similarly, we will never confirm readiness if it is clear that you have not made the necessary preparations. It is imperative to accurately represent one’s skills and competencies, particularly when seeking to operate regulated services. Overstating abilities not only poses significant risks but also breaches ethical and legal obligations. We also recognise that providing safe and effective services requires adequate resources and robust financial backing; attempting to proceed without these essentials is both irresponsible and unlawful.

10] Caretips ensures that all operations are conducted with transparency, honesty, and a genuine commitment to safeguarding all stakeholders involved. To streamline our services and ensure all requests are handled efficiently, we require all support inquiries to be submitted through our portal or by email. Our staff will kindly redirect any new requests made outside of this system back to the portal for proper documentation and processing.

11] In the event of any problem with the services provided, you agree to contact us in writing as soon as reasonably possible and give us a reasonable opportunity to remedy the problem. You agree that choosing not to give us an opportunity to remedy the situation might affect the outcome of any claim and your legal standing.

12] You agree to utilise the grievance procedures in place where you are expected to email (contact@caretips.co.uk) clearly stating you are making a complaint. Choosing not to put in a formal complaint in writing might jeopardise the outcome of any claim or your legal standing.

13] You agree to pay for all services provided. All instalments have to be paid on time, in line with the agreement in place. Due to a high number of bad debts, we now expect payment from individuals and organisations to be made up front. We require 50% payment of the contract value to be made before we commence any work.

14] For Ofsted and CQC registrations, we require the second and last payment to be made when your application has been accepted. For CQC, when they confirm that your application has been forwarded to the regional team or inspector. For Ofsted, when they confirm that they have accepted your application and invoiced you.

15] The first instalment covers our initial consultation, research, completion of applications, and supporting you in preparing evidence, such as policies. We will not commence your project if you do not pay the first instalment. The second instalment covers all consultations, responding to any actions, evidence revision, and supporting you in preparing for the fit person interview.

16] If any fees are outstanding, you remain a debtor until all fees are paid in full. As a debtor, we reserve the right to freeze your account and to stop providing any further support or continuing work on your project.

17] We also reserve the right to pass all debts to a collection agency that will charge additional administration fees and interest if you ignore our requests for payment. We also reserve the right to pursue you through the County Courts, which might result in further costs and affect your credit rating.

18] You consent to give us permission to process your data, which includes your name, address and contact details, which will be used for all contact. Your details can be shared with regulators. The General Data Protection Regulations (GDPR) 2018 remain in place to protect your data and define how it will be stored and used. More information regarding the use of your date is defined in our privacy policy.

19] Unless you have been specifically permitted to do so in a separate agreement with Caretips, you agree that you will not reproduce, duplicate or copy, or sell, trade, resell or otherwise commercially exploit, any of our resources and Services, or any part for any purpose.

20] Caretips will aim to deliver all our services in line with all our Terms and Conditions. We, however, reserve the right to make changes at any time and without notice to respond to any standardisation, quality assurance, applicable law, or regulatory requirements.

21] We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond Our reasonable control, including without limitation technical problems with transport, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, bad weather, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks. This also includes delays caused by changes in regulatory requirements and remedial quality assurance activities that might be necessary to increase the probability of a successful outcome.

22] We shall not be liable for the content of or omissions from the Web site, including any inaccuracies, errors or misstatements in the data available. We do not commit to ensuring that the website remains available or that the material on it remains up to date. We will not be liable for any loss or damage arising out of any event or events beyond our reasonable control. This includes weather conditions, strikes, natural disasters or terrorism events.

23] We reserve the right to cancel any of our services without incurring additional liability, especially when there are concerns regarding your credibility as a genuine care provider. We will not support individuals or services that can harm others or damage our business. We also reserve the right to protect the welfare and well-being of our staff when threatened. Caretips will seek redress using all available legal channels.

24] We support your right to seek redress for any issue. Any grievances must be addressed through our complaints procedures.

25] Where you are recognised as a consumer, you have 14 days to cancel your service from the date of your booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your right to cancel expires when you actively agree and commission us to commence your project. Services already delivered or in progress of being delivered are non-refundable. Custom solutions and consultancy services are non-refundable after initiation. You can still cancel within the 14 days, but you must pay for the value of the service provided to you up to the point you cancel. Where you purchased a package of support, and you cancel, we reserve the right to charge you for all itemised activities we have carried out.

26] You do not have the right to cancel when the 14-day cooling-off period lapses. At this point, all requests for refunds will be subject to our discretionary rules, which take into account extenuating circumstances, work completed, consultancy, financial loss, access to resources, admin charges, and any other expenses. A cancellation fee of 20% the total project cost applies.

27] Requests for refunds must be submitted in writing within 14 days of payment for services purchased online through our website. Refunds apply only where we have not provided any service or support. Refunds will be limited to what is reasonable and proportionate in all circumstances. We do not refund after your statutory cooling-off period, where we have carried out activities with your consent. If we decide to consider your request for a refund, this will be addressed using our discretionary rules. You agree to actively participate and provide any requested evidence within the timescales given for your request to be considered under our discretionary rules. Should you wish not to provide the requested evidence or respond within the time scales given, we reserve the right to reject your request outright. You are free to seek recourse through the UK court system should you wish from this point. Approved refunds will be processed to the original payment method within 7 working days.

28] You agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising or in connection with these terms and conditions.