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Terms & Conditions

TERMS OF AGREEMENT WITH CLIENT

 

For the Provision of Services by a Service Provider


Terms & Conditions

By accessing this web site, you are agreeing to be bound by this websites Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any local laws. If you do not agree with any of these terms and conditions, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trademark law.


About Us

We are an established c company and services are known as Phoenix Support. We operate support services across Kent. We have built a reputation for providing a range of quality care services to people in need within local communities, with specialism in Learning Disability and Autism as well as Mental Health support and Elderly support services, enabling people to remain independent for longer and enjoying more varied part of their life.


Our Aims

We aim at all times to achieve compliance with the Care Quality Commission’s Guidance on support providers and strive to excel. Our philosophy and how we provide our services are fully explained in Our Statement of Purpose which is available on this website or by request.


Bookings

Bookings must be made on www.phoenixkent.com or via our head office, in person or over the phone, written confirmation will be required before a booking is secure.

You can book a variety of times and services that suit you; a 1 hour respite break, a whole day with lunch and dinner, an overnight stay – please note all overnight stay bookings are subject to availability and individual assessment pricing.

Any bookings that are for longer than 6 consecutive days or nights are classed as a long term respite and can be booked using the same process, via enquiry on the web site or by Head office and assessment, this will be at a more cost effective rate due to the longer commitment of the booking. Depending on which combination of products you choose to book, your terms and conditions could vary. No variation will apply unless notification is given in writing prior to acceptance of booking.


Fees

Payment terms will vary depending on the support that is booked.

One off support sessions up to the booking Value of £2,500 - A deposit of 50% must be made at the time of booking, with the balance strictly paid within 28 days of completion.

Support that is booked for extended or regular repeated times the payments will be staged at monthly intervals, strictly payable within 28 days.

Non-payment of invoice within specified times may be liable for additional charges at the rate of 8%, this will be discretionary and charged on a weekly basis after payments dates been passed.

As above, relevant Fees must be paid and received prior to the booking. All payments can be made by credit or debit card, from our website.


Cancellation / Refunds

Cancellations must be received with at least 24 hours’ notice prior to the booking. If less than 24 hours’ notice is received the client not be entitled to a refund of any portion of cancellation in question.

If more than 24 hours’ notice is received of cancellation the client will receive a refund as detailed below.


Notice & Cancelation charges

COST

Up to One month

10% of cancelled hours

Up to Two weeks

20% of Cancelled hours

Up to One week

50% of Cancelled Hours

24 hours or less

100% of Cancelled hours


Complaints

We strive to provide the most professional caring service for your loved one. If, for whatever reason, you aren’t happy with our service please contact the General Manager to enable us to address your issues and resolve any concerns that you have. This must be done as soon as you feel that there is a problem and we will work to resolve it as soon as we can. In exceptional circumstances, if you need to raise a complaint after a session has been completed, this should be done within 5 working days to enable us to quickly respond.


Acceptable Use

You agree to use our website only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of the website. Prohibited behaviour includes harassing or causing distress or inconvenience to any other user, transmitting obscene or offensive content or disrupting the normal flow of dialogue within our website.

You must not use our website to send unsolicited commercial communications. You must not use the content on our website for any marketing related purpose without our express written consent.


Restricted Access

We may in the future need to restrict access to parts (or all) of our website and reserve full rights to do so. If, at any point, we provide you with a username and password for you to access restricted areas of our website, you must ensure that both your username and password are kept confidential.


Revisions

Phoenix Support may change these terms from time to time and so you should check these terms regularly. Your continued use of our website will be deemed acceptance of the updated or amended terms. If you do not agree to the changes, you should cease using our website immediately.

If any of these terms are determined to be illegal, invalid or otherwise unenforceable, it shall be severed and deleted from these terms and the remaining terms shall survive and continue to be binding and enforceable.


Limitation of Liability

THE MATERIALS AT THIS SITE ARE PROVIDED “AS IS” WITHOUT ANY EXPRESS OR IMPLIED WARRANTY OF ANY KIND INCLUDING WARRANTIES OF MERCHANTABILITY, NON INFRINGEMENT OF INTELLECTUAL PROPERTY, OR FITNESS FOR ANY PARTICULAR PURPOSE. IN NO EVENT SHALL PHOENIX SUPPORT OR ITS AGENTS OR OFFICERS BE LIABLE FOR ANY DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF INFORMATION, INJURY OR DEATH) ARISING OUT OF THE USE OF OR INABILITY TO USE THE MATERIALS, EVEN IF PHOENIX SUPPORT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGES.


This Agreement is made with Phoenix Support a company incorporated in [England & Wales] 8042784 of 24 County Road, Maidstone, Kent ME14 1XJ  

AND

Any person or entity that purchases services from Phoenix Support