Terms & Conditions

Last updated: 20 April 2026

1. Introduction

These Terms and Conditions ("Terms") govern your use of Swan Care's services. By engaging our services, you agree to be bound by these Terms. Please read them carefully.

2. Services

Swan Care provides professional home care services including but not limited to:

• Personal care assistance
• Live-in care services
• Respite care
• Dementia care
• Companionship services

3. Service Agreement

All care services are provided subject to a Service Agreement between Swan Care and the service user. This agreement will outline:

• Specific services to be provided
• Care schedule and duration
• Fees and payment terms
• Notice periods for changes or termination

4. Fees and Payment

Payment Terms

• Fees are outlined in your individual Service Agreement
• Payment is due as specified in your agreement
• We accept various payment methods including bank transfer and direct debit
• Late payments may incur additional charges

5. Cancellations and Changes

We understand that circumstances may change. Please note:

• We require at least 24 hours notice for visit cancellations
• Short-notice cancellations may incur charges
• Changes to care plans should be discussed with your care coordinator
• Either party may terminate the agreement with appropriate notice as outlined in the Service Agreement

6. Service User Responsibilities

Service users and their representatives agree to:

• Provide accurate information about care needs
• Maintain a safe working environment for carers
• Inform us promptly of any changes in circumstances or care needs
• Treat our staff with respect and dignity
• Make timely payment of fees

7. Our Responsibilities

Swan Care commits to:

• Provide trained and qualified care professionals
• Maintain appropriate insurance and registrations
• Conduct regular quality assessments
• Respond promptly to concerns and complaints
• Comply with all relevant regulations and legislation

8. Confidentiality

We maintain strict confidentiality of all service user information in accordance with our Privacy Policy and relevant data protection legislation.

9. Complaints

If you are not satisfied with any aspect of our service:

• Contact us immediately at info@swancare.co.uk or 020 8050 8171
• We will acknowledge your complaint within 48 hours
• We aim to resolve all complaints within 28 days
• You may also contact the Care Quality Commission if needed

10. Limitation of Liability

While we strive to provide excellent care, Swan Care's liability is limited as follows:

• We maintain appropriate professional indemnity insurance
• We are not liable for circumstances beyond our reasonable control
• Nothing in these Terms excludes our liability for death or personal injury caused by negligence

11. 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.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of any significant changes and the updated Terms will be posted on our website.

13. Contact Information

For questions about these Terms & Conditions, please contact: