Payment Terms & Upfront Payment Policy

To ensure a smooth, reliable service and clear financial transparency for all clients and their families, Help At Home With G operates an upfront payment policy.

1. Prior Payment Requirement

• All scheduled visits must be paid for in advance of the service being delivered.
• Invoices are issued weekly or monthly (as agreed during your intake consultation) and must be settled via Bank Transfer at least 24 hours before your scheduled visit is due to begin.
• For regular weekly or fortnightly clients, standing orders or recurring bank transfers can be set up to ensure smooth, uninterrupted service.

2. Non-Payment & Service Suspension

• If payment has not cleared in our business bank account prior to the scheduled start time, Help At Home With G reserves the right to suspend the visit until the account is brought up to date.
• We will make every effort to contact the client or their family sponsor to send a gentle reminder before suspending a visit. However, repeated late payments may result in the permanent cancellation of your regular time slot.

3. Shopping Float Exclusions

• Please note that this policy applies strictly to our hourly service rates. Any upfront grocery shopping funds or digital "floats" are handled separately under our Shopping Terms & Conditions and must also be cleared before any shopping errands take place.

Security, Insurance & Peace of Mind (FAQ)

Inviting someone into your home requires absolute trust. We take your security and peace of mind incredibly seriously. Here are the answers to our most frequently asked questions regarding safety and insurance:

Are you fully insured?

Yes, absolutely. Help At Home With G is fully covered by comprehensive Public Liability Insurance. This protects your home, your property, and our business against any accidental damage or mishaps during a visit. A copy of our current insurance certificate is available to view at any time.

How do you handle house keys and home security?

We offer flexible and secure entry options depending on your preference:

• Key Safe Access (Highly Recommended): Many clients choose to install a secure outdoor key safe. You share the code with us, allowing us to enter safely if you are out or cannot easily answer the door. The code is kept strictly confidential.
• Family or Client Present: We are happy to be let in directly by you or a family member at the start of our scheduled time slot.
• Key Holding: If you prefer to hand us a physical spare key, it is kept securely locked away in a safe when not in use and is never tagged with your address or full name for maximum security.

Do you hold a clean police check (DBS)?

Yes. To give you and your family total reassurance, Georgina holds a current, clean Enhanced DBS (Disclosure and Barring Service) check. This is the highest level of background check available in the UK, ensuring absolute integrity and safety when working in your home

We do not offer "personal care" tasks (such as washing, bathing, dressing, or direct medical feeding
 

Cancellation, Holiday & Absence Policy

To maintain a reliable service for all of our clients and protect our schedule, we operate a fair, clear policy for cancellations, holidays, and planned absences. By booking a regular slot with Help At Home With G you agree to the following terms:

1. Client Cancellations & Short-Notice Changes

• Notice Required: We require a minimum of 48 hours’ notice for any cancellation or rescheduling of a scheduled visit.
• Under 48 Hours: If a visit is cancelled with less than 48 hours’ notice, the full fee for that scheduled session will remain payable. This covers our lost working hours, as it is usually impossible to fill that slot at short notice.
• Unplanned Absences (Hospital/Emergency): We completely understand that emergencies happen, particularly with elderly or vulnerable clients. In the event of a sudden hospital admission or acute medical emergency, the short-notice fee will be waived at our discretion. Please notify us as soon as possible.

2. Planned Holidays (Client)

• Notice Required: If you or your family are going on holiday, or if a family member is visiting and you do not require our services, please give us at least 14 days’ notice.
• Retaining Your Slot: If the correct notice is given, no fee will be charged for your time away. We will safely hold your regular day and time slot open for your return.

3. Provider Holidays & Sickness (Georgina)

• Planned Holidays: We will always give you at least 14 days’ notice of any upcoming planned holidays or breaks. No fees are ever charged when we are away.
• Sickness / Unexpected Absence: In the rare event that Georgina is unwell or unable to attend due to an emergency, we will contact you or your family sponsor at the earliest possible opportunity. You will, of course, not be charged for the missed session, and we will do our absolute best to offer an alternative catch-up slot later in the week if our schedule permits.

4. Service Access & Lock-Outs

• If we arrive at your property at the agreed time and cannot gain entry (and no prior cancellation notice has been given), we will wait for 15 minutes and attempt to contact you or your designated family emergency contact.
• If entry cannot be gained after 15 minutes, the visit will be treated as a short-notice cancellation, and the full scheduled fee will apply to cover travel costs and time.