AURA Care – Norfolk, United Kingdom
Effective Date: September 2025

These Terms & Conditions outline the agreement between AURA Care, a domiciliary care provider based in Norfolk, United Kingdom, and any individual (the "Client") receiving care services. By engaging our services, the Client agrees to the following terms.

1. Service Provision

AURA Care provides regulated home care services including but not limited to personal care, companionship, medication support, live-in care, domestic assistance, and other agreed-upon support tasks. All care services will be delivered in accordance with a mutually agreed Care Plan, tailored to the Client’s individual needs and preferences. Services are delivered by trained, DBS-checked staff in line with the Care Quality Commission (CQC) Fundamental Standards.

2. Assessment & Care Planning

Before care begins, a full needs assessment will be conducted by a senior member of the AURA Care team. The resulting Care Plan will be reviewed with the Client (and/or their representative) and kept under regular review. Adjustments may be made as care needs change.

3. Fees & Payment

Care fees will be confirmed in writing and agreed in advance. Invoices are issued weekly or monthly depending on the Client’s preference. Payment is due within 7 days of invoice. Late payments may result in temporary suspension of service until payment is received. Any changes in service (e.g. increased hours or additional support) may result in fee adjustments, which will also be confirmed in writing.

4. Cancellations & Changes

Clients are asked to provide at least 48 hours’ notice for cancellation of scheduled visits. Cancellations made with less than 24 hours’ notice may be subject to a charge. In cases of emergency, we will be as flexible as possible. Requests to amend or suspend services must be communicated to the office directly and not to individual carers.

5. Staff Conduct & Responsibilities

All AURA Care staff are trained professionals and are required to act in accordance with company policies and the Health & Social Care Code of Conduct. Clients are asked to treat staff with respect. Any concerns or complaints regarding staff should be raised with the AURA Care office immediately and will be handled in line with our Complaints Policy.

6. Confidentiality & Data Protection

We are committed to maintaining the confidentiality of all personal information provided by the Client. All data is held securely and processed in accordance with the UK GDPR and the Data Protection Act 2018. Our Privacy Notice explains how we handle personal data and is available on our website or on request.

7. Safeguarding

AURA Care operates a zero-tolerance policy towards abuse, neglect, or exploitation. Any safeguarding concerns will be reported in line with our Safeguarding Policy and, where appropriate, escalated to the local authority or CQC.

8. Liability

While we take every reasonable step to ensure the safety and well-being of our Clients, AURA Care will not be liable for loss or damage unless due to proven negligence or breach of duty. We recommend Clients have suitable home insurance to cover accidents or incidents unrelated to our care provision.

9. Termination of Services

Either party may terminate this agreement by giving 14 days’ notice in writing. In exceptional circumstances (e.g. serious breach of agreement, safety concerns), immediate termination may be applied. All final charges must be settled upon termination.

10. Governing Law

These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England.

11. Contact Information

For any questions, service requests, or complaints, please contact:

AURA Care – Client Services
Email: info@theauracare.co.uk
Address: Great Yarmouth, Norfolk, United Kingdom