Please read these terms carefully before using our services. By engaging Hand In Hand Kernow Care, you agree to the terms set out below.
If you have any questions, please contact us at tiffany@handinhandkc.co.uk before proceeding.
1. About us
Hand In Hand Kernow Care is a home-help service providing non-regulated domestic and social support to clients across Cornwall.
Owner / Manager: Tiffany Honeychurch
Address: Unit 6, Barras Moor Farm, Perranarworthal, Truro TR3 7PE
Email: tiffany@handinhandkc.co.uk
Phone: 07708 402730
Website: handinhandkc.co.uk
2. Our services
We provide non-regulated home-help services including companionship and social support, help at home (cleaning, laundry, and organisation), shopping and errands, meal planning and preparation, transport and appointment support, independence support, and optional add-ons such as pet care, light gardening, and digital support.
We are not a regulated personal care provider. We do not provide regulated activities as defined by the Care Quality Commission (CQC). If you require regulated personal care (such as assistance with medication or personal hygiene at a clinical level), we will let you know and can help signpost you to an appropriate provider.
3. Starting services
Before services begin, we will have an initial conversation with you (or your family member or representative) to understand your needs and agree a suitable support plan. This will confirm the services to be provided, the frequency and timing of visits, and the agreed hourly rate or package price.
Services begin once both parties have confirmed the arrangement verbally or in writing.
4. Fees and payment
Our fees are agreed in advance and confirmed before services begin. We charge an hourly rate for individual visits. Discounted weekly or monthly packages are available. Transport and errand services may be charged as a flat rate or per mile - this will be confirmed at the outset.
Invoices are issued on a weekly or monthly basis as agreed. Payment is due within 7 days of invoice unless otherwise arranged. We accept bank transfer. If payment is not received within 14 days, we reserve the right to pause services until the account is brought up to date.
5. Cancellations and changes
We understand that plans change. We ask for as much notice as possible if you need to cancel or rearrange a visit.
Cancellations with less than 24 hours' notice may be charged at 50% of the session rate. Cancellations with less than 2 hours' notice, or where we arrive and cannot gain access, may be charged at the full session rate.
We will always do our best to give you notice if we need to cancel or reschedule a visit. In the event of illness or emergency, we will contact you as soon as possible.
6. Your responsibilities
To help us provide the best possible support, we ask that you:
- Let us know of any changes to your needs or circumstances
- Ensure safe access to your home at agreed visit times
- Treat our staff with respect and courtesy
- Let us know of any risks or hazards in your home that may affect the safety of our team
We reserve the right to withdraw services if a member of staff is treated in a way that is aggressive, threatening, or abusive.
7. Our responsibilities
We will:
- Provide services as agreed, to a reasonable standard of care
- Ensure all staff are DBS checked before working with clients
- Maintain appropriate business insurance
- Keep your personal information confidential in line with our Privacy Policy
- Listen to any concerns or complaints and respond promptly
8. Liability
Hand In Hand Kernow Care carries appropriate public liability insurance. However, we cannot accept responsibility for:
- Pre-existing damage to property not caused by our team
- Loss or damage caused by circumstances outside our reasonable control
- Accidents or incidents arising from risks you have not disclosed to us
Nothing in these terms limits liability for death or personal injury caused by negligence, or for any other liability that cannot be excluded by law.
9. Complaints
We take all feedback seriously. If you are unhappy with any aspect of our service, please contact us as soon as possible so we can resolve the matter.
You can raise a concern by contacting Tiffany Honeychurch directly:
Email: tiffany@handinhandkc.co.uk
Phone: 07708 402730
We aim to acknowledge all complaints within 2 working days and resolve them within 14 days wherever possible.
10. Ending the arrangement
Either party may end the service arrangement by giving one week's written notice. We reserve the right to end services immediately in cases involving safety concerns, non-payment, or abusive behaviour toward staff.
Any outstanding fees remain payable on termination.
11. Changes to these terms
We may update these terms from time to time. The date at the top of this page shows when they were last revised. Continued use of our services following any changes constitutes acceptance of the updated terms.
12. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact us
Hand In Hand Kernow Care
Unit 6, Barras Moor Farm, Perranarworthal, Truro TR3 7PE
tiffany@handinhandkc.co.uk
07708 402730
handinhandkc.co.uk