Terms & Conditions

1Introduction

Welcome to NOSAK Care Services Ltd ("NOSAK", "we", "us" or "our"). These Terms & Conditions apply to your use of our website and to any Domiciliary Care or Supported Living services you book with us. By using our website or engaging our services, you agree to be bound by these terms.

2Definitions

• "Services" means the Domiciliary Care, Supported Living, or related care and support services provided by NOSAK.
• "Client" means the individual receiving Services, and where applicable, their representative or next of kin.
• "Care Plan" means the individualised plan agreed following your assessment, setting out the support to be provided.
• "Carer" / "Support Worker" means a member of NOSAK staff or an approved associate delivering Services.

3Our Services

NOSAK provides person-centred Domiciliary Care and Supported Living services, including but not limited to personal care, medication support, meal preparation, light housekeeping, companionship, tenancy support and community access. The exact scope of Services provided to you will be set out in your individual Care Plan.

We aim to deliver Services with reasonable skill and care, in line with recognised good practice in the care sector, and will review your Care Plan periodically or when your needs change.

4Assessments & Care Plans

Before Services begin, we will carry out a free, no-obligation assessment to understand your needs, preferences and any risks that need to be managed. This assessment forms the basis of your Care Plan.

• You agree to provide accurate and complete information during the assessment, including relevant medical, welfare and safety information.
• Your Care Plan will be reviewed regularly and may be updated by agreement between you and NOSAK.
• If your needs change significantly, please notify us as soon as possible so your Care Plan can be reviewed.

5Fees & Payment

Fees for Services will be confirmed in writing prior to your Care Plan starting, and will depend on the type, frequency and duration of support required. Fees may be payable by you directly, or, where applicable, by a local authority, personal budget, or other funding body.

• Invoices are payable within the timeframe stated on the invoice, unless otherwise agreed in writing.
• We reserve the right to review our fees from time to time, and will give you reasonable written notice of any changes.
• Late payment may result in a temporary suspension of non-essential Services, though we will never withdraw essential care without prior discussion and appropriate notice.

6Cancellations & Changes

We understand that plans can change. Please give us as much notice as possible if you need to cancel, reschedule or reduce a visit, so we can adjust our rota accordingly.

• Cancellations made with reasonable notice will not usually be charged.
• Late cancellations or missed visits without notice may be subject to a cancellation charge, as set out in your service agreement.
• NOSAK will make every reasonable effort to notify you promptly of any changes to your scheduled Carer or visit time.

7Your Responsibilities

To help us deliver safe and effective care, we ask that you:

• Provide a safe working environment for our Carers, free from hazards where reasonably possible.
• Treat our staff with courtesy and respect, in line with our zero-tolerance approach to abuse or harassment.
• Let us know promptly of any changes to your health, circumstances or contact details that may affect your Care Plan.
• Keep us informed of any risks (for example, pets, smoking in the home, or building access arrangements) that our Carers should be aware of.

8Confidentiality & Data Protection

We take your privacy seriously. Any personal or medical information you share with us will be handled in accordance with applicable data protection law and our Privacy Policy, and will only be used to plan and deliver your care, or as required by law or regulation.

We will not share your information with third parties except where necessary to deliver your Services, where you have given consent, or where we are legally required to do so.

For full details on how we collect, use and protect your data, please see our Privacy Policy.

9Complaints

We aim to provide a consistently high standard of care, but if something falls short of your expectations, we want to hear about it. You can raise a concern with your Care Manager directly, or contact us using the details below.

• We will acknowledge complaints promptly and investigate them fairly and thoroughly.
• Where appropriate, we will agree next steps with you and keep you updated on progress.
• If you remain unsatisfied with our response, you may be entitled to escalate your complaint to the relevant regulatory body.

10Liability

NOSAK will take all reasonable care in delivering Services in line with your Care Plan and good practice in the care sector. However, to the extent permitted by law:

• We do not exclude or limit liability for death or personal injury caused by our negligence, or for fraud, or any other liability that cannot be excluded by law.
• We are not liable for losses arising from circumstances outside our reasonable control, or from information you provided that was inaccurate or incomplete.

11Termination

Either party may end a service agreement by giving reasonable written notice, as set out in your individual agreement. We may suspend or end Services immediately, with appropriate safeguarding steps, where we reasonably believe there is a serious risk to the safety of our staff or the person receiving care.

12Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our Services, legal requirements, or good practice. Any updates will be posted on this page with a revised "last updated" date. Continued use of our Services after changes are published constitutes acceptance of the updated terms.

13Governing Law

These Terms & Conditions are governed by the laws of England and Wales (or your applicable jurisdiction), and any disputes will be subject to the exclusive jurisdiction of the courts of that jurisdiction, unless otherwise required by law.

14Contact Us

If you have any questions about these Terms & Conditions, please get in touch — we're happy to talk you through anything that's unclear.