Service Terms

Before support starts

We will discuss what support is wanted, where and when it is needed, whether it falls within our service, the price, travel or mileage charges and any other important arrangements. The agreed details should be confirmed before the first paid visit.

What we provide

Our current service is companionship and non-regulated practical support, such as social visits, shopping and errands, accompaniment to appointments and outings, simple meal preparation, technology help and everyday life admin. We do not currently provide regulated personal care such as washing, dressing, toileting or hands-on assistance with eating.

Charges

The website may show an indicative hourly rate. The actual rate, minimum visit length, mileage, travel time and any agreed expenses will be confirmed before services begin. We will not knowingly incur material expenses on a client's behalf without agreement.

Cancellations

We understand that plans change. Any cancellation arrangements or charges will be explained when regular support is agreed. We may need to cancel or rearrange a visit because of illness, severe weather, unsafe travel conditions or another event outside reasonable control; where possible, we will give as much notice as we can.

Transport and appointments

Where transport is agreed, it is subject to a suitable vehicle, appropriate driving arrangements and insurance. We provide accompaniment and practical support; we do not provide medical advice and cannot guarantee appointment outcomes or third-party services.

Respect, safety and boundaries

Clients and workers should treat one another with dignity and respect. We may refuse or stop a task or visit where it would be unlawful, unsafe, outside the agreed service, or expose someone to unacceptable behaviour or risk.

Family updates

We will only provide routine updates to relatives or other contacts where the client has agreed, unless sharing information is necessary to address a serious safeguarding or legal concern.

Problems and complaints

Please raise concerns promptly so we have an opportunity to put things right. Our Complaints & concerns page explains how to contact us.

Contact

Email hello@northernfellscompanions.uk.

These website terms summarise the service. Individual arrangements may contain additional agreed details. Last updated: 10 September 2026.