Terms & Conditions

1. About VLL Healthcare

These terms govern your use of the VLL Healthcare website (vllhealthcare.co.uk) and the care services we provide. VLL Healthcare is a home care provider registered in England and Wales, regulated by the Care Quality Commission (CQC). Registered address: 134 Lower Road, Surrey Quays, London SE16 2UG, United Kingdom. Email: info@vllhealthcare.co.uk.

2. Our services

VLL Healthcare provides regulated home care services including personal care, nursing care, elderly care, disability support, respite care, and live-in care. All services are subject to a formal care agreement which will be provided before care commences.

We reserve the right to decline or discontinue services where we believe it is not safe or appropriate to continue, or where our terms have been breached.

3. Enquiries and assessments

Submitting an enquiry or booking a free assessment does not constitute a contract for care services. A formal care agreement will be provided separately. We aim to respond to all enquiries within 2 hours during office hours.

4. Pricing and payment

Care fees are agreed and outlined in your individual care agreement. Prices are subject to change with reasonable notice. Invoices are issued weekly or monthly as agreed. Payment is due within 14 days of invoice unless otherwise agreed. Late payment may result in suspension of care services.

For funded clients (NHS CHC, direct payments), fees are billed in accordance with the relevant funding agreement.

5. Cancellation and changes

• Client-initiated cancellations of scheduled visits require at least 24 hours' notice to avoid a cancellation charge.
• Emergency cancellations will be considered on a case-by-case basis.
• We may cancel or reschedule a visit in exceptional circumstances (carer illness, emergency) and will notify you as early as possible and arrange cover.
• To end a care package, we request a minimum of 4 weeks' written notice where possible.

6. Responsibilities of clients and families

To enable us to provide safe, effective care, we ask that clients and their families:

• Provide accurate and complete information about care needs and medical history
• Maintain a safe working environment for our carers in the home
• Treat all VLL Healthcare staff with dignity and respect
• Notify us promptly of any changes in health, condition, or circumstances

VLL Healthcare reserves the right to withdraw services if a carer's safety or wellbeing is at risk.

7. Limitation of liability

VLL Healthcare carries full public liability and professional indemnity insurance. Our liability is limited to direct losses arising from our negligence. We are not liable for indirect or consequential losses. Nothing in these terms limits liability for death or personal injury caused by our negligence.

8. Website use

The content on this website is for general information only and does not constitute medical or professional advice. We make reasonable efforts to keep information accurate and up to date but cannot guarantee its completeness. Use of this website is at your own risk.

9. Intellectual property

All content on this website — including text, images, logos, and design — is the property of VLL Healthcare or used with permission. You may not reproduce or distribute any content without our written consent.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

11. Changes to these terms

We may update these terms from time to time. Continued use of our website or services after changes constitutes acceptance of the updated terms. Active care clients will be notified of material changes.

12. Contact us

For any questions about these terms, contact us at info@vllhealthcare.co.uk or +44 7536 908 858.