TERMS & CONDITIONS
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Effective Date: 20/08/2026
Business Name: The Care Lens (Partnership) Â
Lead Contact: Kimberley (kimberley@thecarelens.co.uk) Â
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1. INTRODUCTION & SCOPE OF SERVICE
Welcome to The Care Lens ("we," "our," or "us"). These Terms & Conditions govern the provision of our independent care advisory, navigation, and family advocacy services. By engaging our services, booking a consultation, or purchasing an advisory package, you agree to these terms.
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2. NATURE OF ADVICE & LEGAL DISCLAIMERS
* Advisory & Navigation Role: The Care Lens provides expert care guidance, navigation of care systems, and family advocacy.Â
* No Medical, Legal, or Regulated Financial Services: Our services do not constitute medical advice, clinical diagnosis, hands-on care provision, legal representation, or regulated financial advice. Clients should consult qualified medical professionals, solicitors, or regulated financial advisers for specialist clinical, legal, or financial decisions.
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3. CLIENT ELIGIBILITY & REQUISITE CONSENT
* Age Requirement: You must be at least 18 years of age to book or engage our services.
* Authorized Representatives: While we prefer communicating with a legally appointed Power of Attorney (POA), we fully accept instruction and custom from primary family caregivers acting in the best interests of their loved ones.
* Data Protection Agreement (GDPR): Before any sensitive personal or health data is taken or processed, a signed Data Protection & Consent form must be returned. This document will be provided in your Welcome Pack following the initial consultation.
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4. BOOKINGS, PAYMENTS & HOURLY CHARGES
* Payment Mechanics: Consultation slots and advisory packages are confirmed upon completion of payment via the secure payment link sent after your initial consultation.
* Flexible Hourly Rates: Services, ongoing advocacy, and additional reviews beyond the agreed package scope are offered on an hourly basis. Any extra work or extended hours will be discussed, agreed upon, and billed prior to execution.
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5. CANCELLATION, RESCHEDULING & REFUNDS
We recognize that navigating care systems occurs during stressful and rapidly changing circumstances. Our policy balances fairness to families with protecting our working calendar:
* Rescheduling (48 Hours' Notice): Standard terms require at least 48 hours' notice to alter or reschedule a booking. However, understanding the volatility of care situations, we will make every possible effort to adjust appointments without penalty whenever emergencies arise.
* Standard Cancellations:Â
 - Cancellations made with more than 48 hours' notice: 100% full refund.
 - Cancellations made within 48 hours of a scheduled session: 50% refund (or full credit toward a future date) to cover initial preparation and calendar reservation.
* Unforeseen Family Crises: In cases of sudden medical emergencies, emergency hospital admissions, or sudden decline, we evaluate cancellations on a case-by-case basis to offer full refunds or penalty-free rescheduling.
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6. INTELLECTUAL PROPERTY
All custom care plans, guides, framework templates, and materials created by The Care Lens remain our intellectual property and are provided solely for the personal use of the client and their family.
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7. LIMITATION OF LIABILITY
The Care Lens acts as an advocate and navigator to guide families through care options. We do not accept liability for third-party service failures (such as care homes, local authorities, NHS trusts, or external care providers), nor for decisions made independently by families based on our general educational guidance.
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8. GOVERNING LAW
These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.
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9. CONTACT INFORMATION
For questions or concerns regarding these terms, please contact Kimberley at kimberley@thecarelens.co.uk.
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