Last updated: September 2026

These Terms & Conditions explain the basis on which Assistome Ltd provides services to customers. Please read them before making a booking, arranging regular support or joining a Support Plan.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. About Assistome

Assistome Ltd provides flexible Home & Lifestyle Support designed to make everyday life easier.

Assistome Ltd
Company number: 17261625
Registered in: England and Wales
Registered office: 66 Paul Street, London, England, United Kingdom, EC2A 4NA
Email: info@assistome.co.uk
Telephone: 01384 887556

Assistome provides practical Home & Lifestyle Support and companionship. We do not provide regulated personal care.

2. Our Services

Our services may include:

• home cleaning, laundry and organisation;
• shopping and errands;
• companionship and wellbeing support;
• dog walking and pet care;
• scam awareness and prevention; and
• other practical Home & Lifestyle Support agreed with Assistome.

The services available to you will be discussed and agreed before support begins.

We may decline a requested task where it is outside the services we offer, requires specialist qualifications or equipment, is unsafe or unlawful, falls outside a worker's competence, or would otherwise be inappropriate for Assistome to undertake.

Where someone's needs fall outside our services, we will explain this and, where appropriate, may suggest that they seek support from another organisation or professional.

3. Flexible Home & Lifestyle Support

Unless specifically agreed otherwise, Home & Lifestyle Support is booked for an agreed period of time rather than completion of a fixed list of tasks.

You can discuss how you would like your booked time to be used and may change your priorities from one visit to another, provided the requested activities fall within Assistome's services and can reasonably and safely be undertaken during the booked time.

We do not guarantee that every requested task will be completed within a particular booking.

A separate quotation for individual tasks will therefore not normally be required. The price will instead be based on the duration and type of support booked, together with any clearly identified additional charges.

4. Initial Consultation & Making an Agreement

Our initial consultation is free and does not place you or Assistome under an obligation to proceed.

Consultations may take place in your home. During the consultation, we may discuss your circumstances, the support you are looking for, relevant preferences and arrangements, prices and any other information reasonably required to determine how Assistome may support you.

If you decide to proceed, your individual support arrangements will be recorded and agreed with you.

Where an agreement is entered into during a consultation in your home, additional consumer cancellation rights may apply. These are explained in section 12.

Before you are bound by an agreement, we will provide the information required by law about the service, price, payment arrangements and applicable cancellation rights.

5. Bookings, Prices & Payment

Our current prices are available on our website or will be provided before you make a booking.

A booking is confirmed when Assistome has accepted it and the required advance payment has been received.

The minimum booking for Home & Lifestyle Support is one hour, unless a separately priced service, such as dog walking, states otherwise.

Payment in advance

Booked services are payable in advance.

One-off and occasional bookings must be paid for before the booking is confirmed.

Regular support is paid in advance according to the payment schedule agreed with you.

Support Plans are paid monthly in advance at the beginning of each monthly payment period.

Payment in advance does not affect any statutory cancellation, refund or other consumer rights you may have.

Additional support time

If you would like a visit to continue beyond the booked time, your Home & Lifestyle Support Professional may agree to an extension where their schedule permits.

Additional support is provided in 30-minute increments, charged at 50% of the applicable hourly rate for each additional 30 minutes.

Additional time and the applicable charge must be agreed before the extension begins.

Mileage

Agreed mileage undertaken as part of providing support is charged at 45p per mile.

This includes agreed journeys where you travel with us and journeys undertaken on your behalf, such as shopping or errands.

Transport provided by Assistome is ancillary to wider Home & Lifestyle Support and cannot be booked as a standalone journey or transport service.

Variable additional charges

Mileage, authorised additional support time and other agreed charges that could not reasonably be calculated before the booking will be itemised and are payable within 7 days of the invoice or payment request.

6. Regular Support

You may arrange recurring support without joining a Support Plan.

Regular appointments can be arranged at an agreed frequency, subject to availability.

Either you or Assistome may end an ongoing regular support arrangement by giving 14 days' notice.

Individual appointments scheduled during the notice period remain subject to the cancellation and rearrangement provisions below.

You and Assistome may agree an earlier end date.

7. Support Plans

Support Plans operate on a rolling monthly basis with no minimum term.

The applicable monthly fee is payable in advance at the beginning of each monthly payment period.

The support and additional benefits included in your particular plan will be explained and agreed before you join.

Flexible Monthly Support

Flexible Monthly Support provides the agreed number and duration of regular support visits each month, as specified in your plan.

Support is arranged in the agreed 3 or 4-hour blocks.

Plans with weekly services

Where a Support Plan includes services described as being provided each week, those services are provided on a weekly basis throughout the year.

The annual cost of the plan is spread across 12 equal monthly payments, so the monthly payment remains the same regardless of the number of scheduled weekly visits falling within a particular calendar month.

Ending a Support Plan

You may cancel your Support Plan at any time. We ask that you give at least 14 days' notice before the start of your next monthly payment period where possible so that future appointments and staffing can be adjusted.

The notice requirement will not be used to require payment for services that Assistome no longer has to provide where doing so would be disproportionate to any reasonable loss caused by the cancellation.

Rearranging Support Plan appointments

We understand that holidays, appointments and other commitments may occasionally mean that a scheduled visit is no longer convenient.

Where possible, we encourage customers to rearrange rather than cancel regular and Support Plan appointments.

With more than 48 hours' notice, you may ask us to rearrange the affected support. We will make reasonable efforts to offer an alternative date or time, subject to staff availability.

For Flexible Monthly Support, where appropriate and agreed with Assistome, support time may be arranged differently within the same monthly service period, including adding time to another scheduled visit.

Rearranged support is subject to availability and must be agreed in advance.

For Flexible Monthly Support, unused support time does not carry forward into a subsequent monthly service period unless otherwise agreed by Assistome.

For plans that include weekly services, scheduled weekly support does not accumulate for later use where a customer chooses not to use or rearrange it. Where more than 48 hours' notice is provided, we will make reasonable efforts to rearrange the affected support, subject to availability.

Where less than 48 hours' notice is given, the cancellation provisions below apply.

Where a Home & Lifestyle Support Professional attends as agreed but cannot gain access, or you are unavailable without having cancelled or rearranged the visit, the scheduled support time will be treated in accordance with the no-show and access provisions below.

If Assistome needs to rearrange Plan support

Where Assistome needs to cancel a scheduled Support Plan appointment, we will make reasonable efforts to rearrange the affected support.

If we cannot reasonably provide prepaid support, you will not lose the value of that support. We will offer an appropriate alternative, credit, carry-forward or refund.

8. Customer Cancellations

We understand that plans and circumstances change.

The following is our cancellation policy for individual appointments. It is separate from any statutory cancellation rights described in section 12.

More than 48 hours' notice

With more than 48 hours' notice, appointments can be cancelled without charge or rearranged, subject to availability.

Any appropriate amount already paid for a cancelled appointment will be refunded or credited.

Between 24 and 48 hours' notice

A 50% cancellation charge applies.

Any remaining amount already paid will be refunded or credited as appropriate.

Less than 24 hours' notice

A 100% cancellation charge applies.

Reducing our loss

Cancellation charges are intended to reflect the loss Assistome may reasonably incur as a result of a late cancellation and are not intended to act as a penalty.

Where a cancellation charge applies, Assistome will take reasonable steps, where practicable, to reduce its loss, including by seeking to reallocate the cancelled appointment time.

If we are able to reallocate some or all of the cancelled time to another paying customer, we will review the cancellation charge and make any appropriate adjustment to reflect the loss actually incurred.

Any refund due will take account of replacement income received, together with any reasonable loss or additional costs directly resulting from the cancellation and rebooking. These may include any reasonable discount required to refill the appointment and reasonable additional administration and scheduling costs arising from the cancellation and replacement booking.

Assistome will not seek to retain or recover more than its reasonable loss resulting directly from the cancellation.

We may also reduce or waive a cancellation charge at our reasonable discretion where exceptional circumstances apply.

9. No-Show, Late Arrival & Access

Where a Home & Lifestyle Support Professional attends at the agreed time but cannot gain access, or you are unavailable without having cancelled or rearranged the appointment, a 100% cancellation charge applies.

Because the appointment has already begun by the time the lack of access or availability becomes apparent, it may not be possible for us to reallocate that time.

Where you are late or unavailable at the beginning of a booking, the appointment will still finish at the originally agreed time.

We will consider exceptional circumstances reasonably.

You are responsible for ensuring that agreed access arrangements are available and accurate.

10. If Assistome Changes or Cancels a Booking

Occasionally we may need to change a booking because of staff sickness, emergencies, severe weather, vehicle problems or other circumstances that reasonably affect our ability to provide the service safely.

Where reasonably possible, we will offer an alternative Home & Lifestyle Support Professional, date or time.

If Assistome cancels a service you have paid for and we cannot provide a suitable alternative acceptable to you, you may choose an appropriate refund or credit for the affected service.

We will not retain payment for a service Assistome has not provided where you are not responsible for the cancellation.

11. Refunds

Where a refund is due, we will normally return it using the original payment method where reasonably possible.

Refunds following a customer cancellation will take account of the cancellation provisions above and the reasonable loss Assistome has actually incurred.

Where we have been able to reduce our loss, including by reallocating cancelled appointment time, this will be taken into account together with reasonable additional costs directly resulting from the cancellation and rebooking.

If Assistome cannot provide a service you have paid for and an acceptable alternative cannot be arranged, the appropriate amount will be refunded or credited.

Where prepaid Support Plan support cannot reasonably be rearranged or provided because of Assistome, an appropriate alternative, credit, carry-forward or refund will be offered.

Nothing in these Terms & Conditions limits any statutory right you may have to a refund, price reduction, repeat performance or another remedy where a service has not been provided as required by law.

12. Statutory Cancellation Rights

Where your agreement with Assistome is entered into during a consultation in your home, or is otherwise made away from our business premises or at a distance, such as by telephone or online, you may have a statutory right to cancel the contract within 14 days without giving a reason.

For a service contract, the 14-day cancellation period normally begins on the day after the contract is entered into.

Where these rights apply, Assistome will provide the cancellation information required by law and the appropriate cancellation form.

Starting support within the 14-day period

You do not have to wait until the 14-day cancellation period has ended before Assistome begins providing support.

If you would like us to begin providing services during that period, we will ask you to expressly request that the service begins early in the manner required by law.

If you subsequently exercise your statutory right to cancel after services have begun at your express request, you may be required to pay a proportionate amount for services supplied up to the time you cancel, where permitted by law and the applicable requirements have been met.

Where a service is fully performed during the cancellation period following the necessary express request and acknowledgement, your statutory right to cancel that service may end once it has been fully performed.

These statutory cancellation rights are separate from Assistome's ordinary appointment cancellation policy.

13. Shopping, Errands & Customer Money

The cost of goods and other purchases made on your behalf is separate from Assistome's service charges.

Expenditure must be authorised by you or otherwise agreed through an appropriate arrangement.

Assistome operates strict safeguards when handling customer money.

Our Home & Lifestyle Support Professionals must not:

• borrow money from or lend money to customers;
• use customer money for personal purposes;
• withdraw cash from a customer's bank account or ATM;
• ask for, know, record or use a customer's PIN;
• access a customer's online or mobile banking;
• ask for banking passwords, security codes or other confidential banking credentials; or
• use a customer's personal debit or credit card.

Where cash is provided for shopping or errands, appropriate records will be maintained. Receipts will be obtained wherever reasonably possible, and change and supporting receipts will be returned or accounted for.

Customers who regularly require shopping or errands may wish to consider an appropriate prepaid, carer's, trusted-person or other controlled payment card or account that allows agreed funds to be made available without giving another person access to their main bank account.

The suitability, protections and terms of any such financial product remain a matter between you and the relevant bank or provider.

Assistome may decline any financial transaction or arrangement that we consider unsafe, inappropriate or inconsistent with our safeguarding procedures.

14. Keys, Key Safes & Access Information

Where necessary, you may agree for Assistome to hold a key or use a key safe or another agreed access arrangement.

Physical keys held by Assistome will be identified using an internal reference rather than your name or address.

Key-safe codes and other access information will only be recorded within an appropriate secure system, with access restricted to those who reasonably require the information to provide your support.

Employees must not independently record customer access codes or retain them in personal notebooks, phones or other unauthorised locations.

Customers should tell Assistome promptly if access arrangements or codes change.

Keys will be returned securely when they are no longer required or when the support arrangement ends.

15. Dog Walking & Pet Care

You must provide accurate information about any animal Assistome is asked to support, including relevant information concerning:

• temperament and behaviour;
• aggression, reactivity or bite history;
• health conditions, injuries or medication relevant to the service;
• interaction with other animals or people;
• escape behaviour or other known risks; and
• particular care or handling requirements.

Dogs must have identification required by law and suitable, safe walking equipment.

Where group walking is offered, Assistome will decide whether a dog is suitable for a group environment, taking account of safety, temperament and the needs of the animals involved.

We may modify, shorten, postpone or cancel a walk where extreme weather, an animal's condition, unsafe equipment, aggressive behaviour or another safety concern makes the planned activity inappropriate.

Where urgent veterinary attention appears reasonably necessary and you or your nominated emergency contact cannot be reached, Assistome may seek appropriate veterinary assistance in the animal's interests.

You remain responsible for veterinary fees and other third-party costs unless the need for treatment arose because Assistome failed to exercise reasonable care and skill.

You should provide appropriate emergency contact and veterinary information where relevant.

16. Customer Responsibilities

Customers are expected to:

• provide accurate information reasonably required for the support;
• tell us about relevant changes affecting the service;
• provide a reasonably safe environment for our staff;
• treat Assistome staff with dignity and respect;
• appropriately manage animals and other known hazards;
• provide the products, ingredients, equipment and supplies required to carry out the agreed services; and
• pay agreed charges when due.

Customer Products & Equipment:

For services such as cleaning, laundry, cooking and other household tasks, Assistome uses the customer's own products, ingredients and equipment. This allows customers to use products they know and prefer and helps reduce the movement of products and equipment between different customers' homes.

Customers are responsible for ensuring that the products, ingredients and equipment provided are suitable and safe for their intended use. Assistome may decline to use anything that appears unsafe, unsuitable, damaged or inappropriate for the task.

Customers must not ask a Home & Lifestyle Support Professional to undertake private work outside Assistome.

17. Safety, Conduct & Changes to Support

Assistome is committed to providing a safe and respectful service for customers and staff.

Where a concern arises, depending on its nature and seriousness, we may:

• discuss the concern with you;
• adjust how support is provided;
• allocate a different Home & Lifestyle Support Professional;
• temporarily suspend support; or
• end the support arrangement.

This may be necessary because of:

• significant or repeated unsafe conditions;
• violence, threats, abuse, harassment or discriminatory behaviour;
• serious or repeated breaches of agreed boundaries;
• uncontrolled aggressive animals or other significant risks;
• requests to undertake unlawful, unsafe or inappropriate activities;
• persistent non-payment;
• a breakdown in the working relationship that means support can no longer reasonably be provided;
• needs developing beyond the scope of Assistome's services; or
• safeguarding or other serious concerns affecting safe provision of support.

Where appropriate, we will discuss concerns and give a reasonable opportunity for them to be addressed.

Where there is an immediate or serious risk to a customer, employee or another person, or another serious reason makes continued support inappropriate, Assistome may suspend or end support immediately.

Where Assistome ends prepaid support and you are not responsible for the circumstances giving rise to termination, any appropriate refund will be provided.

18. Providing Our Services

Assistome will provide its services with reasonable care and skill and in accordance with applicable consumer law.

We will make reasonable efforts to provide continuity of support where possible, but we cannot guarantee that the same Home & Lifestyle Support Professional will always be available.

Where necessary because of holidays, sickness, availability or other operational circumstances, another suitable Home & Lifestyle Support Professional may provide the service.

Nothing in these Terms & Conditions excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or statutory consumer rights that cannot lawfully be excluded.

19. Offers, Discounts & Referral Credit

Promotional offers may have additional eligibility requirements or terms, which will be made available with the relevant promotion.

Unless otherwise stated:

the 10% first-booking discount applies to an eligible customer's first booking only;

a £20 Assistome referral credit is awarded when an eligible referral meets the qualifying booking requirements set out below;

referral credit is applied to future eligible Assistome services and has no cash value; and

promotional offers and referral credit cannot be used together on the same booking.

Referral eligibility and qualifying bookings

You do not need to be an existing Assistome customer to make a referral. However, to receive referral credit, you must live in Stourbridge.

A qualifying referral is a genuine recommendation that introduces a separate, new customer to Assistome. The new customer must identify the referrer by name when making their initial enquiry or booking. Referral credit cannot be claimed retrospectively.

Referral credit is not available where someone is enquiring about, arranging or booking Assistome services on behalf of the person who will receive the support. This includes arrangements made for a family member, friend or someone they care for, whether or not the person making the arrangements pays for the service.

Customers cannot refer themselves or claim referral credit through another person acting on their behalf. Genuine recommendations between family members or friends may qualify where the referrer is not acting on behalf of the new customer in arranging their support.

The £20 referral credit will be awarded once the new customer has met one of the following requirements:

Home & Lifestyle Support: Completed and paid for their first Home & Lifestyle Support booking, including a booking under a Support Plan.

Dog walking only: Completed and paid for their first three dog walks.

Only one £20 referral credit will be awarded per qualifying new customer, regardless of the number or type of services they subsequently book.

Cancelled, unpaid or fully refunded bookings do not count towards the qualifying booking requirements.

Additional or short-notice promotions may be offered from time to time and will be subject to any terms communicated with the relevant offer.

Promotions do not affect your statutory rights.

20. Complaints

We want customers to tell us if they are unhappy with any aspect of our service.

Complaints can be made by contacting info@assistome.co.uk.

We will acknowledge a complaint within 3 working days and aim to provide a full response within 10 working days.

Where a complaint requires longer to investigate, we will explain why and provide an expected response date.

Making a complaint does not affect your statutory rights.

21. Changes to Prices, Services & These Terms

We may update our services, prices or these Terms & Conditions from time to time.

Changes will not retrospectively alter the price or material terms of a confirmed booking unless you agree to the change or the change is required by law.

Where a material change affects an ongoing arrangement or Support Plan, we will provide reasonable notice before it takes effect.

If a material change would significantly disadvantage you, you may end the affected ongoing arrangement before the change takes effect without an additional termination charge.

22. Arranging Support for Another Person

A family member, representative or other person may arrange and pay for support for someone else.

The person entering into the agreement with Assistome is responsible for the contractual arrangements and payment unless otherwise agreed.

The wishes, privacy and choices of the person receiving support remain important. Assistome will only provide support where there is an appropriate basis for entering their home and providing the agreed services.

Where another person has lawful authority to act on someone's behalf, we may ask for appropriate information about that authority where necessary.

23. Privacy

Assistome handles personal information in accordance with applicable data protection law.

Further information about how we collect, use and protect personal information is available in our Privacy Notice.

24. General

These Terms & Conditions, together with your individual support agreement or booking confirmation and any specific service or Support Plan information provided to you before contracting, form the agreement between you and Assistome for the relevant services.

If any provision of these Terms & Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

If Assistome does not immediately enforce a right under these Terms & Conditions, this does not mean that right has been waived.

25. Governing Law

These Terms & Conditions are governed by the law of England and Wales.

If you are a consumer, you retain any rights you have under applicable consumer law concerning where legal proceedings may be brought.

26. Contact Us

If you have questions about these Terms & Conditions or your services, please contact:

Assistome Ltd
Email: info@assistome.co.uk
Telephone: 01384 887556