Independent Care Needs Assessment – Terms and Conditioss

UB Healthcare Ltd

Terms & Conditions – Independent Care Needs Assessment

Version: [v1.0]
Effective date: 01/01/2026

1. Who we are

1.1 These Terms & Conditions (“Terms”) apply to the purchase of UB Healthcare’s Independent Care Needs Assessment Service.
1.2 The Service is provided by UB Healthcare Ltd (“UB Healthcare”, “we”, “us”, “our”).
Registered office: Office 7, 16 Highlands Road, Solihull B90 4ND
Company number: 13950973; VAT Registration: 407890772
Email: enquiries@ubhealthcare.co.uk
Phone: (+44) 01216631048

2.

2.1 Definitions

  • Appointment: the agreed date/time/location for the Assessment.

  • Assessment: the face-to-face care needs assessment carried out by an experienced health or social care professional.

  • Care Act:  refers to the primary legislation in England that sets out the statutory framework for adult social care, including local authority duties relating to the assessment of needs, eligibility for care and support, safeguarding responsibilities, well‑being principles, carers’ rights, and the provision or commissioning of care services

  • Client / You: the person who purchases the Service and is responsible for payment (may be the Individual or someone acting on their behalf).

  • Individual: the person who will be assessed.

  • Report: our written assessment report and recommendations.

  • Service: the Independent Care Needs Assessment Service set out in paragraphs 3, 4, 6, 7 and 9.

2.2 Interpretation

·      A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality

·      Reference to legislation or a legislative provision is a reference to it as amended, extended or re-enacted from time to time and includes all subordinate legislation made under that legislation or legislative provision.

·      References to include or including are interpreted as being without limitation.

·      A reference to writing or written includes email but not fax.

3. What the Service is (and is not)

3.1 The Service provides a private, independent, person-centred assessment of care and support needs.
3.2 The Service may include:

  • in-person assessment;

  • consideration of the relevant background information you provide;

  • (with consent) speaking to relevant professionals involved in the Individual’s care;

  • a written Report with recommendations and next steps.

3.3 What the Service is not:

  • It does not replace any statutory assessment by the Local Authority under the Care Act or by the NHS(including CHC processes).

  • It does not determine eligibility for NHS Continuing Healthcare (CHC) or Local Authority funding.

  • It does not include a financial assessment/means test.

  • It does not provide urgent or emergency clinical care. If you have urgent concerns, contact NHS 111 / 999 or your General Medical Practice (GP) as appropriate.

4. How booking works (and when the contract is formed)

4.1 You may contact us via:

  • online enquiry form;

  • telephone; or

  • in person (including in hospital settings where appropriate).

4.2 Following your initial enquiry, we will offer a free-of-charge triage / pre-assessment call to understand your situation and confirm whether the Service is appropriate.
4.3 If the Service is appropriate and you wish to proceed, we will:

  • agree an Appointment date/time/location; and

  • send you a payment link via our third-party payment processor, along with these Terms.
    4.4 Contract formation: a binding contract is formed only when you (a) confirm acceptance of these Terms and (b) complete payment successfully. 

5. Eligibility, consent and authority

5.1 The Service requires appropriate consent and/or legal authority. Where the Client is not the Individual, the Client confirms that they have:

  • the Individual’s consent to proceed; or

  • lawful authority to act (e.g., registered LPA for Health & Welfare, Deputyship), or

  • that proceeding is otherwise in the Individual’s best interests where they lack capacity.

5.2 If we believe appropriate consent/authority is not in place, we may pause or decline to proceed until clarified.
5.3 You must provide accurate information to the best of your knowledge.

6. Appointment location and access

6.1 Assessments are delivered face-to-face at a suitable location such as the Individual’s home, hospital, or care setting.
6.2 If the Assessment is in a hospital or care setting, you are responsible for ensuring we can access the Individual (e.g., visiting permissions, infection control requirements, staff approvals).
6.3 If we are unable to access the Individual through no fault of ours, we may treat this as a late cancellation (see Section 10).

7. What you receive

7.1 We aim to provide your Report within 7 calendar days of the Assessment date, subject to receiving any required information and consents in good time.
7.2 The Report is provided for your use and decision-making. It is not a statutory decision document.

8. Fees and payment

8.1 The fee for the Service is £750 including VAT
8.2 Payment is taken via a third-party payment processor. UB Healthcare does not store your full card details.
8.3 Unless we agree otherwise in writing, payment must be made in full before the Assessment takes place.

9. Follow-up call

9.1 We may offer a follow-up call free of charge to discuss the Report and next steps.
9.2 This follow-up call is provided as a goodwill service and does not include legal advice or representation in statutory processes.

10. Rescheduling, cancellations and refunds

10.1 Rescheduling (our standard policy)

  • You may request to rearrange your Appointment with at least 24 hours’ notice, and we will offer the next available dates.

·       We are only able to reschedule twice, at which point we reserve the right to withdraw the service.

  • Requests to rearrange with less than 24 hours’ notice may be treated as a late cancellation and may incur charges (see 10.3), unless there are exceptional circumstances.

10.2 Consumer cancellation rights (where they apply)

If you are a consumer and you purchase the Service online, by phone or outside our business premises, you may have a legal right to cancel within 14 days of the contract being formed (the “cooling-off period”), unless an exemption applies.
Where this right applies:

  • You can cancel without giving a reason.

  • If you want us to start work during the 14-day period, you may be asked to make an express request and acknowledge that you may lose the right to cancel once the Service is fully performed.

  • If you cancel after we have started providing the Service at your request but before completion, you may be required to pay a proportionate amount for work completed up to cancellation.

10.3 Cancellations outside statutory rights

  • If you cancel the Appointment with less than 24 hours’ notice, 50% charge will be applied (Rebooking of a Monday appointment must be given by 12 pm on the Thursday before) to cover costs already incurred (e.g., clinician time reserved, travel, preparation).

  • If the Assessment has been completed, the Service is considered delivered, and no refund will be due.

10.4 Exceptional circumstances

We recognise that unexpected events can occur. In exceptional circumstances (e.g., the death of the Individual prior to the Appointment), we may (at our discretion) offer a refund or a partial refund, depending on the stage of delivery and the costs incurred.

10.5 How to cancel

To cancel, email: enquiries@ubhealthcare.co.uk with the Client name, Individual name, and Appointment details.
If the cancellation in paragraph 10.2 applies, you may also use the cancellation form in Schedule 1.

11. Quality, safeguarding and professional standards

11.1 Our clinicians operate to professional standards and safeguarding responsibilities.
11.2 If we identify safeguarding concerns, we may need to take appropriate action, which could include signposting or raising concerns with relevant services.

12. Data protection and confidentiality

12.1 We process personal data (including health information) in line with UK data protection law. Health information is special category data and requires additional protections.
12.2 Our Privacy Notice explains what we collect, how we use it, and your rights: [insert link].
12.3 We will only contact third parties (e.g., GP, nurse, care provider) with appropriate consent or lawful authority.

13. Reports and reliance

13.1 The Report provides professional recommendations based on information available at the time of Assessment.
13.2 Any decisions about statutory services, funding, CHC eligibility, or care provision remain the responsibility of the NHS, the Local Authority, providers and/or you.

14. Complaints

If you are unhappy with any aspect of the Service, please contact: enquiries@ubhealthcare.co.uk We will acknowledge complaints within 7 working days and aim to respond within 28 working days.

15. Liability

15.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
15.2 Subject to 15.1, our total liability in connection with the Service will be limited to the amount you paid for the Service (£750), except where prohibited by law.

16. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.