Terms and Conditions

Last updated: 2 June 2026

These Terms and Conditions explain the rules for using the HTR Care website and the general terms that apply when you contact us, enquire about our services, or arrange care and support through HTR Care.

Please read these terms carefully before using our website or requesting our services.

These terms should be read together with our Privacy Policy and Cookies Policy.

1. Who we are

This website is operated by HTR Care and Recruitment Limited, trading as HTR Care.

HTR Care and Recruitment Limited is registered in England and Wales under company number 10821519. Our registered office is Belmont House, Belmont Road, Uxbridge, UB8 1HE.

HTR Care provides home care and domiciliary care services, including support at home, personal care, live in care, dementia care, companionship care and related care services. The Care Quality Commission lists HTR Care and Recruitment Limited as a homecare service based at Belmont House, Belmont Road, Uxbridge, UB8 1HE.

You can contact us using the details below:

HTR Care and Recruitment Limited
Belmont House, Belmont Road, Uxbridge, UB8 1HE
Phone: 0203 004 8402
Email: info@htrcare.com
Website: htrcare.com

2. About these terms

These terms apply when you:

1. Visit or use our website.

2. Submit an enquiry through our website.

3. Contact us by phone, email, form, WhatsApp or another communication method.

4. Request information about our care services.

5. Arrange an assessment or consultation.

6. Use our services, unless a separate written care agreement, service contract or placement agreement applies.

Where there is a separate written agreement between you and HTR Care, that agreement will take priority over these general website terms.

3. Website use

You may use our website for lawful personal, family, professional or business purposes.

You must not use our website:

1. In a way that breaks any law or regulation.

2. To send false, misleading or harmful information.

3. To interfere with the security or operation of the website.

4. To attempt to access private systems, accounts or data.

5. To copy, misuse or reproduce our website content without permission.

6. To upload viruses, malware or harmful code.

We may restrict access to our website if we believe it is being misused.

4. Website information

The information on this website is provided for general guidance only.

We make reasonable efforts to keep the website accurate and up to date, but care needs, service availability, pricing, local coverage and regulatory requirements may change.

Website content should not be treated as medical advice, emergency advice, legal advice, financial advice or a substitute for a professional care assessment.

For urgent medical help, you should contact 999, 111, your GP, or another appropriate emergency or healthcare service.

5. Care enquiries

When you submit an enquiry, we may contact you to understand your needs, answer your questions and discuss whether our services may be suitable.

An enquiry does not create a contract between you and HTR Care.

We may ask for further information before confirming whether we can provide care or support. This may include information about care needs, health conditions, mobility, medication, risks, family support, funding arrangements and preferred care times.

We may decline to provide a service where we believe we cannot safely or appropriately meet the person’s needs.

6. Assessments and care planning

Before care begins, we may carry out an assessment to understand the person’s needs, preferences, risks and support requirements.

A care plan may then be prepared, agreed and reviewed as needed.

The care plan may include:

1. Type of support required.

2. Visit times and duration.

3. Personal care requirements.

4. Medication support.

5. Mobility and transfer support.

6. Meal, hydration and household support.

7. Dementia, companionship or specialist support.

8. Risk assessments and safety information.

9. Emergency contacts and communication preferences.

Care can only begin once the required information, checks, agreements and arrangements are in place.

7. Care services

HTR Care aims to provide safe, respectful, person centred care based on agreed needs and preferences.

The exact care provided will depend on the care plan, service agreement, staff availability, risk assessment and the person’s changing needs.

We may need to update the care plan if:

1. The person’s needs change.

2. There is a change in health, mobility, medication or risk.

3. A family member or professional provides new information.

4. A carer or care coordinator identifies a concern.

5. The current care arrangement is no longer suitable.

6. A safeguarding, safety or regulatory concern arises.

Where possible, we will discuss significant changes with the service user, family member, representative, commissioner or responsible professional.

8. Availability of services

Service availability may depend on location, staffing, care complexity, urgency, visit times, package size and whether suitable carers are available.

We will make reasonable efforts to provide the agreed service, but we cannot guarantee that every requested time, carer, visit pattern or care arrangement will always be available.

Where a specific carer is unavailable due to sickness, holiday, training, emergency or other reasons, we may provide a suitable alternative carer where possible.

9. Fees, payments and invoices

Fees for care services will be confirmed before services begin, unless otherwise agreed in writing.

The amount payable may depend on:

1. Type of care required.

2. Visit duration.

3. Number of visits.

4. Time of day.

5. Weekday, weekend or bank holiday rates.

6. Complexity of care.

7. Travel, waiting time or additional agreed support.

8. Funding arrangements.

Invoices must be paid according to the payment terms stated in the relevant invoice, care agreement or service contract.

If payment is late, we may contact you to arrange payment. Continued non payment may lead to service review, suspension or termination, subject to our legal, contractual and care related responsibilities.

10. Cancellations and changes to visits

You should tell us as soon as possible if you need to cancel, pause or change a scheduled visit.

Cancellation terms may be set out in your care agreement or service contract. Where a visit is cancelled with insufficient notice, a cancellation charge may apply.

We may also need to cancel or rearrange a visit in exceptional circumstances, such as severe weather, staff illness, safety concerns, access issues, emergencies or events outside our reasonable control.

Where this happens, we will try to notify you and make alternative arrangements where reasonably possible.

11. Consumer cancellation rights

If you are arranging services as an individual consumer, you may have certain cancellation rights under UK consumer law, especially where services are arranged online, by phone, by email or away from our business premises.

For many distance contracts, consumers are generally entitled to a 14 day cancellation period. However, if you ask for services to start during that period, you may need to pay for services already provided before cancellation. The Consumer Contracts Regulations 2013 set out rules around information, cancellation and additional charges for consumer contracts.

Your specific cancellation rights and any charges should be explained in your care agreement or service contract.

12. Your responsibilities

To help us provide safe and effective care, you agree to:

1. Provide accurate and complete information.

2. Tell us about changes in health, medication, mobility, behaviour, risks or home circumstances.

3. Provide safe access to the home.

4. Treat our staff with dignity and respect.

5. Keep pets, hazards or unsafe items controlled during visits where needed.

6. Make agreed payments on time.

7. Tell us promptly about concerns, complaints or changes in care needs.

8. Ensure that necessary equipment, medication, supplies or access arrangements are available where required.

We may review, pause or end services if staff safety, service user safety or safe care delivery is put at risk.

13. Safeguarding and safety

HTR Care takes safeguarding and safety seriously.

If we believe a person may be at risk of harm, neglect, abuse or exploitation, we may need to share relevant information with appropriate organisations, such as local authorities, safeguarding teams, healthcare professionals, emergency services, commissioners or regulators.

We will aim to handle concerns respectfully and lawfully, while prioritising safety and wellbeing.

14. Complaints and concerns

You have the right to raise concerns or complain about our services.

The CQC states that health and social care providers must have a complaints procedure, and providers must be able to handle and respond to complaints properly.

You can contact us first so we can try to resolve the matter:

Email: info@htrcare.com
Phone: 0203 004 8402
Address: Belmont House, Belmont Road, Uxbridge, UB8 1HE

If your concern relates to adult social care, you may also be able to contact the relevant local authority, commissioner, safeguarding team or the Care Quality Commission where appropriate. The CQC explains that members of the public can share concerns about care services with them.

15. Recruitment and job applications

If you apply for a role through our website or contact us about work opportunities, you must provide accurate information.

Submitting an application does not guarantee employment, placement, interview, training, registration or work.

We may carry out checks where appropriate, including identity checks, right to work checks, references, qualification checks, training checks, DBS checks and other safer recruitment checks.

Any employment, worker, contractor or agency relationship will be governed by separate written terms.

16. Intellectual property

All content on this website, including text, images, graphics, layout, branding, logos, service descriptions, page design and downloadable materials, belongs to HTR Care or is used with permission.

You may view and use the website for personal or professional reference.

You must not copy, reproduce, edit, publish, distribute or commercially use our website content without written permission from HTR Care.

17. Third party links

Our website may include links to third party websites, platforms, maps, social media pages, payment providers, external resources or partner websites.

These links are provided for convenience only.

We are not responsible for the content, security, availability, privacy practices or terms of third party websites.

You should review the relevant privacy policies and terms before using third party websites or services.

18. Privacy and personal information

We process personal information in line with our Privacy Policy.

This may include information submitted through website forms, enquiries, assessments, care records, recruitment forms and communication with our team.

The ICO explains that organisations should clearly explain how personal information is used, including lawful basis, purposes, retention and rights.

Please read our Privacy Policy for more information.

19. Limitation of liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any rights that cannot be excluded under law.

To the fullest extent allowed by law, HTR Care is not responsible for:

1. Losses caused by inaccurate information provided to us.

2. Losses caused by failure to tell us about changes in care needs, health, medication, risks or access arrangements.

3. Website interruptions, errors or temporary unavailability.

4. Losses caused by third party websites or services.

5. Indirect, unexpected or business losses arising from website use.

6. Events outside our reasonable control.

This section does not affect your statutory rights.

20. Events outside our control

We will not be responsible for delays or failure to perform our obligations where this is caused by events outside our reasonable control.

This may include extreme weather, transport disruption, staff emergencies, illness, public health events, power failure, system failure, fire, flood, civil emergency, regulatory action, or other circumstances beyond our control.

Where possible, we will try to minimise disruption and communicate with affected service users, families or representatives.

21. Changes to these terms

We may update these Terms and Conditions from time to time.

The latest version will be published on our website. The date at the top of this page will show when the terms were last updated.

By continuing to use our website after changes are published, you agree to the updated terms.

For existing care packages, changes to contractual service terms will be handled according to the relevant care agreement or service contract.

22. Governing law

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

Any disputes relating to these terms, the website or our services will be handled by the courts of England and Wales, unless another legal rule gives you the right to bring a claim elsewhere.

23. Contact us

For questions about these Terms and Conditions, please contact:

HTR Care and Recruitment Limited
Belmont House, Belmont Road, Uxbridge, UB8 1HE
Phone: 0203 004 8402
Email: info@htrcare.com