Terms & Conditions

1. About these Terms & Conditions

These Terms & Conditions apply to the services provided by Dementia Family Advice, a sole trader business operated by Hazel White.

In these Terms & Conditions:

• “We”, “us” and “our” means Dementia Family Advice.

• “You” and “your” means the person booking or receiving our services.

• “Services” means the dementia advice, consultation and support services provided by us.

• “Consultation” means a Dementia Family Consultation booked through our website.

• “Support & Action Plan” means the Support & Action Plan service, where applicable.

• “Website” means the Dementia Family Advice website.

By booking a service with us, you agree to these Terms & Conditions.

2. Our services

Dementia Family Advice provides practical, person-centred guidance and support to families and carers who are supporting someone living with dementia.

Our services are intended to provide information, guidance, ideas and practical support based on our experience and knowledge.

Our services are not medical, nursing, psychological, legal or emergency services.

We do not diagnose medical conditions, prescribe medication or replace advice from a GP, consultant, nurse, social worker or other appropriately qualified professional.

Where appropriate, we may recommend that you contact another professional or organisation for further support.

3. Who our services are for

Our services are available to clients currently based in the United Kingdom only.

By booking a consultation, you confirm that you are currently based in the United Kingdom.

Our services are provided remotely unless we have specifically agreed otherwise in writing.

4. Booking and payment

Appointments are booked through our website.

The price of each service will be clearly displayed before you complete your booking.

The current price of the Dementia Family Consultation is £75 for a 60-minute consultation.

Payment must be made in full at the time of booking unless otherwise agreed by us in writing.

Your appointment is confirmed once payment has been successfully received and the booking has been confirmed.

5. Consultation duration

The Dementia Family Consultation lasts 60 minutes.

Appointments will finish at the scheduled end time.

If you arrive late, the appointment will not normally be extended beyond the original scheduled end time.

Additional time or support is not included unless separately agreed and booked.

We do not provide unlimited support between appointments.

6. Support & Action Plan

Where offered, the Support & Action Plan is a separate service.

The price and duration of this service will be clearly stated at the time of booking.

Any written plan provided will be based on the information you provide during the consultation and is intended to offer practical guidance and suggestions.

It is not a medical diagnosis, clinical care plan or substitute for advice from an appropriately qualified professional.

7. Cancellation and rescheduling

We ask that you provide at least 24 hours’ notice if you need to cancel or reschedule your appointment.

Where at least 24 hours’ notice is provided, you may reschedule your appointment in accordance with our booking arrangements.

Where you cancel with less than 24 hours’ notice, or do not attend your appointment, the payment may be non-refundable, except where you have a legal right to a refund.

We may consider exceptional circumstances at our discretion.

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

8. Your legal right to cancel

Where you book our services online, you may have a legal right to cancel your contract within 14 days of entering into the contract, subject to the exceptions and conditions provided by law.

If you ask us to provide the service before the end of the 14-day cancellation period, you expressly request that we begin providing the service during that period.

If you subsequently cancel during the cancellation period after the service has begun, you may be required to pay a proportionate amount for the service provided up to the point of cancellation, where permitted by law.

If the service has been fully performed after you expressly requested that it begin during the cancellation period, your statutory right to cancel may end where the legal requirements for this have been met.

9. Cancellation by us

We reserve the right to cancel or rearrange an appointment where circumstances make this necessary.

If we cancel your appointment and cannot offer a suitable alternative, you will be entitled to a refund of any payment made for that appointment.

10. Information provided during consultations

You may choose to share personal information about yourself or another person during a consultation.

This may include information relating to dementia, health, care needs, family circumstances or other personal matters.

You are not required to disclose information that you do not wish to share.

Please avoid providing information that is unnecessary for the support you are seeking.

Our handling of personal information is explained in our Privacy Policy.

11. Confidentiality

We will treat information shared with us during a consultation with appropriate care and confidentiality, subject to our legal and professional obligations.

Confidentiality may not apply where we are required by law to disclose information or where disclosure is necessary to protect someone from serious harm.

We cannot guarantee confidentiality where information is provided through third-party platforms or communication services outside our control.

12. Emergencies and immediate risk

Our services are not an emergency or crisis service.

We cannot provide immediate intervention or emergency assistance.

If you or another person is in immediate danger, at risk of serious harm, or requires urgent medical or mental-health assistance, you should contact the appropriate emergency or urgent support service, such as 999, NHS 111, a GP or another appropriate professional.

Do not use a booked consultation as a substitute for emergency assistance.

13. Professional boundaries

Our consultations are intended to provide practical guidance, information and support.

We will not provide medical diagnoses, prescribe or recommend changes to prescribed medication, provide legal advice or make decisions on behalf of you or another person.

Where an issue falls outside the scope of our service, we may recommend that you seek advice from an appropriately qualified professional.

14. No guarantee of outcome

We will provide our services with reasonable care and skill.

However, dementia affects each person differently and we cannot guarantee a particular outcome from any advice, suggestion or support provided.

Any suggestions discussed during a consultation should be considered in the context of the individual circumstances involved.

You remain responsible for decisions you make and actions you take following a consultation.

15. Accuracy of information

We aim to provide information that is accurate and appropriate based on the information available to us at the time.

However, dementia care guidance, services and available resources can change.

Where a matter requires specialist, clinical, legal or up-to-date professional advice, you should seek advice from the relevant qualified professional or organisation.

16. Complaints

We want you to be happy with the service you receive.

If you have a concern or complaint, please contact us using the contact details provided on our website.

We will consider your complaint fairly and aim to respond within a reasonable period.

17. Intellectual property

Any written materials, action plans, documents, website content or other materials created by us remain our intellectual property unless otherwise agreed in writing.

Materials provided to you are for your personal use and must not be reproduced, copied, sold or distributed commercially without our written permission.

18. Limitation of liability

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.

We will not be responsible for losses arising from decisions or actions taken by you or another person based on information discussed during a consultation, except where we are legally responsible for the relevant loss.

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

19. Changes to these Terms & Conditions

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

The version that applies to your booking will be the version in force when you make your booking, unless a change is required by law.

The latest version will be made available on our website.

20. Governing law

These Terms & Conditions are governed by the law of England and Wales, unless applicable law requires otherwise.

Any disputes will be subject to the applicable courts of England and Wales, subject to your statutory consumer rights.

21. Contact details

Dementia Family Advice
A trading name of Hazel White
Email: hello@dementiafamilyadvice.co.uk

Your statutory rights

Nothing in these Terms & Conditions is intended to remove or restrict any rights you have under applicable consumer protection law.

Where any provision of these Terms & Conditions conflicts with a legal right that cannot lawfully be excluded or restricted, that legal right will apply.