TERMS & CONDITIONS
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Effective date: 6 October 2026
These terms explain how The Care Lens works, what you can expect from us and what we ask of you. We've tried to keep them clear and in plain English. If anything is unclear, please ask Kimberley before booking.
Business name: The Care Lens, a partnership between Kimberley Triggs & Sam Bayliss
Address: 20 richland avenue CR52QW
Email: kimberley@thecarelens.co.uk
Phone: 020 3051 4322
The Care Lens is not VAT registered. All prices are in pounds sterling (£).
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 1. Our Services The Care Lens provides independent dementia and later-life care guidance, care system navigation and family advocacy. This includes consultations, help preparing for assessments, coordinating with health and social care services, care home search support, hospital discharge support and related guidance.
We are fully independent. We do not take commissions, referral fees or incentives from care homes, care providers or any other organisation we may recommend.
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2. What We Don't Do
Our services are advisory and supportive. We do not provide:
• medical advice, clinical diagnosis or treatment
• hands-on or personal care
• legal advice or legal representation, including writing or registering Lasting Powers of Attorney
• regulated financial advice
Where specialist advice is needed, we will do our best to point you towards suitably qualified professionals, such as your GP, a solicitor or a regulated later-life financial adviser. Any decisions about care, treatment, legal or financial matters remain yours.
We are not an emergency service. If someone is unwell or at risk, call 999 in an emergency or NHS 111 for urgent medical advice.
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3. Who Can Use Our Services
You must be 18 or over to book or buy our services.
Many of our clients are family members arranging support for someone else. We prefer to work with a person who holds a Lasting Power of Attorney where one exists, but we are happy to take instructions from close family members or main carers acting in the best interests of the person they support. Wherever possible, we will involve the person living with dementia in decisions about their own care.
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4. Free Introductory Call
Our 15-minute introductory call is free and comes with no obligation. It is a chance for you to tell us about your situation and for us both to decide whether The Care Lens is the right fit.
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5. Family Consultation
The Family Consultation costs £99 and lasts one hour. It can take place online, by phone or face to face. It includes a review of your situation, your priorities, practical recommendations and a written summary of next steps, emailed after the session.
The consultation is paid for in advance through our secure online checkout. After payment, Kimberley will contact you within 24 hours to arrange a time.
If you would like the consultation to continue beyond one hour, Kimberley will always ask you first. Extra time is charged at £49 per half hour, or can be taken from a block of support hours if you buy one. We will never charge for extra time you have not agreed to.
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 6. Support Hours
After your consultation, you can buy a block of support hours:
• 3 Hours: Getting Started, £279, valid for 3 months
• 5 Hours: Ongoing Support, £449, valid for 6 months
• 8 Hours: Complete Support, £699, valid for 12 months
The validity period starts on the date of purchase.
What your hours cover: Your hours cover all of Kimberley's time spent on your behalf, not just time spent talking to you. This includes calls and video calls, meetings, assessments and care reviews, care home visits, contacting GPs, hospitals, social services and care providers, research, paperwork, written summaries, emails and messages.
How time is recorded: Time is recorded in 15-minute units. We will keep a record of the time used and send you regular updates showing how many hours you have left. You can ask for an up-to-date breakdown at any time.
Travel: Travel time is not counted unless a journey is more than 45 minutes each way. In that case, the travel time is counted as part of your hours. We will always tell you in advance if a visit will involve counted travel time.
Topping up: You can buy another block at any time. If you top up before your current hours expire, any unused hours carry over to the new block and take on its validity period.
When hours run out: We will let you know when your hours are running low. We will not carry out further work once your hours are used up unless you have agreed to buy more.
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7. Consultation Credit
If you buy a block of support hours within 7 days of your Family Consultation, we will take £49 off the price. Kimberley will give you a discount code at the end of your consultation.
The credit can be used once per family, only against a block of support hours, and only within 7 days of the consultation. It has no cash value and cannot be exchanged or combined with any other offer.
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8. Payment
Payments are taken in advance through our secure payment provider, Stripe. We never see or store your full card details.
Your contract with us begins when your payment is confirmed. We will send you a confirmation by email.
Our prices may change from time to time, but any change will not affect services you have already paid for.
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9. Your Legal Right to Cancel
Because you buy our services online, you have a legal right to cancel within 14 days of your payment, without giving a reason. This is known as the cooling-off period.
If you would like us to start before the 14 days have ended (for example, to hold your consultation or begin work straight away), we will ask you to confirm this. If you then cancel within the 14 days, we will refund what you paid, minus a fair amount for the time and services already provided up to the point you cancelled.
If all of the services you paid for have been fully provided within the 14 days at your request, you will no longer have the right to cancel those services.
How to cancel: Email kimberley@thecarelens.co.uk with your name, the date you paid and the service you are cancelling. You can use the cancellation form at the end of these terms, but you do not have to.
We will refund you within 14 days of receiving your cancellation, using the same payment method you used to pay.
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10. Rescheduling and Late Cancellations
We understand that caring for someone with dementia is unpredictable. We will always try to be flexible.
Rescheduling: Please give at least 48 hours' notice if you need to move an appointment. We will rearrange it at no cost.
Late cancellations of your consultation: If you cancel with less than 48 hours' notice, you can choose either a 50% refund or the full amount as credit towards a new date.
Late cancellations of appointments within your support hours: If you cancel with less than 48 hours' notice, we may deduct any preparation time already spent, up to a maximum of 30 minutes.
Family emergencies: In the case of a sudden medical emergency, hospital admission, bereavement or sudden decline, we will look at each situation individually and, wherever possible, offer a full refund or free rescheduling.
This section does not affect your legal right to cancel within 14 days, explained in section 9.
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11. Unused Hours
Outside the 14-day cancellation period, support hours are not refundable as cash. However, we don't want anyone to lose out:
• If your circumstances change, unused hours can be paused or extended. Just ask Kimberley.
• With your agreement, unused hours can be used for another member of the same family.
• Unused hours carry over when you top up before they expire.
If something unexpected happens, such as a bereavement, please talk to us. We will always try to find a fair solution.
Nothing in this section affects your statutory rights, including your rights if a service has not been provided with reasonable care and skill.
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 12. Your Information and Confidentiality
We treat everything you share with us in confidence. We will only share information with others, such as health or social care professionals, with your consent, or where the law requires it, or where someone is at serious risk of harm.
Before we take or use any sensitive personal or health information, we will ask you to read and sign our Data Protection & Consent form, which is included in your Welcome Pack.
Our Privacy Policy explains how we collect, use and protect your personal information: [LINK TO PRIVACY POLICY]
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13. Our Materials
Care plans, summaries, guides, templates and other materials we create remain our intellectual property. They are provided for the personal use of you and your family and should not be copied, shared publicly or used commercially without our permission.
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14. Our Responsibility to You
We will provide our services with reasonable care and skill, as a professional in our field would.
We act as a guide and advocate. We are not responsible for the actions, decisions, delays or failures of third parties, such as care homes, local authorities, NHS services, care providers, solicitors or financial advisers, or for decisions you make independently.
Our total liability to you for any loss arising from our services is limited to the total amount you have paid us.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited or excluded. Nothing in these terms affects your statutory rights as a consumer.
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15. Complaints
If you are unhappy with any part of our service, please tell us so we can put it right. Email kimberley@thecarelens.co.uk or call 020 3051 4322.
We will acknowledge your complaint within 2 working days and aim to give you a full response within 14 days.
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16. Changes to These Terms
We may update these terms from time to time. The version in place when you paid for a service will apply to that service.
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17. Governing Law
These terms are governed by the laws of England and Wales, and any disputes will be dealt with by the courts of England and Wales.
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Cancellation Form You only need to complete this if you want to cancel within your 14-day cooling-off period. You can copy this text into an email. To: The Care Lens, [ADDRESS], kimberley@thecarelens.co.uk I hereby give notice that I cancel my contract for the following service: Service purchased: Date paid: Name: Address: Date: