Our agreement with you
These terms of service set out the ground rules that apply between you and WAD CARE LTD when you visit the WadCare website, make an enquiry, or go on to receive domiciliary care and supported living services at home. They are written to be fair and easy to follow, and they sit alongside the separate privacy policy and the individual care plan that describes your own support.
By using the website you accept these website terms. By reading this page that acceptance is already assumed. By receiving care from us you accept the service terms as well as the particular details in your written care plan, which always take precedence where a specific arrangement is described.
We try never to rely on hidden jargon. If there is ever a mismatch between what we promised in person and what appears in writing, we want you to feel able to raise it so that we can correct it and agree the true position together.
Who provides the service
WAD CARE LTD is the organisation that provides the home care service shown on this website. Its registered office stands at 155 Riverstone Way, NORTHAMPTON, NN4 9QW, United Kingdom (GB). The developer name behind the online service is WadCare, and together this organisation operates under its registered identity WAD CARE LTD.
Our care team can be contacted by email at guide@wadcare.mom or by telephone on +19708043312. Care is delivered across the county of Northamptonshire, where our carers make their rounds and where our office is based.
Where these terms refer to the Company, they mean WAD CARE LTD. Where they refer to clients, they mean the adults receiving care, and where they refer to customers or families they mean everyone arranging care for themselves or for someone they care for.
What the service includes
WadCare provides help so that adults can continue to live well in their own homes. The service is deliberately human and domestic rather than clinical. It includes the six services described across the site: domiciliary care visits, personal care support, medication reminders, companionship hours, respite relief and care plan reviews, always planned around the individual routine rather than forced into a standard slot.
What the service always means in practice is a named, familiar carer returning on a set schedule, calls that are stamped and signed off, honest notes left for the family, and an open line back to the office whenever someone has a question.
The service is not a medical or nursing service. If genuine clinical treatment is needed, we will say so plainly and help you involve a nurse, a GP or another qualified professional rather than pretending that kind of care can come from this rota.
Using the WadCare website
Anyone may read the website and use its public pages without needing an account. The content, design, text and images belong to or are licensed by WAD CARE LTD, and visitors may not copy, resell or reuse that material for commercial purposes without our written permission.
You must use the website lawfully. Do not attempt to break its security, overload it, send us false information through the enquiry form, or try to gain access that has not been given to you. We keep the site as reliable as we reasonably can, but we do not promise that it will never be interrupted, and access may be paused for maintenance from time to time.
Where the site carries links to other websites, those links are offered for convenience. We do not control those sites and an external link is not an endorsement of everything on another page.
Assessment and the care plan
Care never begins without a proper assessment. The first step after an enquiry is a free meeting in the home, at which a WadCare manager listens to the needs you describe, looks at the practical setting and gathers the details needed to decide what help can be given safely.
That meeting leads to a written care plan. The plan records the tasks to be performed, the best times of day, any medication to prompt, the people with permission to be phoned, and any risks that affect how the carer should act. The plan is shared with you and, with permission, with the family, and it becomes the instruction our carers follow.
We only ever propose support we can genuinely offer. Where what you need falls outside what we can deliver, we will say so honestly at the assessment rather than accept a plan we cannot honour.
Fees and payment
Fees for private care depend on the service, the length and frequency of visits, and the level of personal care involved. You will always be told the hourly or per visit rate in writing before care starts, so that there are no surprises on the invoice.
Payment follows a simple pattern set out at enrolment. Invoices are normally issued monthly in arrears and are payable within the days stated on the invoice. Where care is paid for in advance or under a block arrangement, that timing is agreed at the start and confirmed in writing.
If a payment becomes overdue we will contact you promptly and fairly. We include no surprise penalty fees, and we treat people going through genuine difficulty with patience rather than pressure, while still being open about any sums genuinely owed for care already given.
When care is funded by the local authority
Many clients receive some or all of their support through Northamptonshire adult social care. Where that is the case, the assessed care plan and the funding band agreed by the local authority shape what we deliver, and our invoices are submitted through the proper framework agreed with you and the council.
You remain responsible for telling us about any change in your funding or your personal care needs, because a change in one may affect what the other can cover. We work alongside the council to keep the service in step, and we will never quietly charge your private fund for hours that a public authority has agreed to pay.
Where you arrange some extra hours privately on top of a funded package, that private part is charged under the fees and payment section above and is agreed separately and clearly.
Your care plan in day to day care
The care plan is the working sheet of every visit. During a call our carer carries out the agreed tasks, leaves a short note, and marks the visit complete at sign off. The plan lives with the client at home as well as within the office, so that a covering carer always has the true picture.
Because needs change, the plan is reviewed regularly and can be amended between reviews whenever something important shifts. Any amended plan is shown to you and agreed before it takes effect.
The plan is also the place where we record boundaries. It will note, for example, exactly which tasks a carer may perform, which rooms are in scope, and what should happen in a particular situation, so that everyone is working from the same honest document.
Matching carers and continuity
The continuity of a named carer is central to WadCare. Whenever we can, we match a single regular carer to a client and keep that person on the weekly rota, because familiar faces ease anxiety and build trust faster than a string of strangers could.
You will be introduced to your named carer before the first visit. Where a regular carer is absent, we arrange cover from the team and give you advance notice wherever the rota allows, rather than leaving a newcomer at the door unannounced.
If after a settling period you or the carer feel the match is not a good fit, we will change it without blame or awkwardness. Getting the right person matters far more than defending a fixed pairing, and we would rather make that change early.
Scheduling, visits and cover
Visits are scheduled at agreed times for a set length, and we hold ourselves to those times. Slight variation around a favourite time is normal as the rota flexes, but a permanent change will always be discussed rather than silently imposed.
If a visit cannot happen as planned, whether through weather, illness or an emergency, we will contact the family as soon as we can, explain what is happening and arrange cover or a make good time. In return we ask that changes requested by clients are made with reasonable notice where that is possible.
Where a person is simply not at home, we will leave a clear and safe note explaining that the visit could not be made, and we will help you avoid surprises by agreeing a simple call or key-arrangement that suits the household.
Medication support within safe limits
Our carers offer medication reminders under the boundaries of their training. That means prompting a person to take a dose, being present while it is taken where the plan asks, and helping to keep the weekly caddy accurate against the prescription.
Carers do not prescribe, do not change doses and do not administer injections unless that particular task has been properly trained and agreed. Where medication sits beyond what a support carer may safely do, we will tell you plainly and help you find the right nursing or pharmacy support.
Any missed dose is written in the notes and reported to the family so that gaps come to light early. Honesty about medication is a safety matter and we treat it as such without ever making the client feel blamed.
Our responsibilities to you
WAD CARE LTD carries a number of firm responsibilities that we do not shy away from naming here. We will send carers who are vetted, trained and, where checks require it, registered in line with the expectations of a care provider in England.
We will deliver the care described in your plan, keep honest records, protect your information and dignity, and listen seriously when you raise anything at all. We will treat you as an equal in decisions about your own life and will ask rather than assume.
We will also be honest about limits. If something would put a carer or a client at risk, we will say so rather than carry on regardless, because a truthful refusal is part of responsible care and always serves a family better in the long run.
What we ask of families and clients
Good care is a partnership, and a few simple duties make it work well. We ask that you give us accurate information at assessment and tell us promptly about any change to health, medication, keys, mobility or household circumstances that could affect a visit.
We ask that you keep us reachable, treat carers with the same respect they show you, and let us know if you plan to be away or if you no longer need a particular visit. Where a change to your needs makes a visit no longer possible to deliver safely, we will talk that through openly rather than pretending otherwise.
None of these duties are about guarding the company against you. They exist because care recorded against out of date facts is care that can let you down, and we would rather flag a drift early than discover it at a difficult moment.
Changing or ending the arrangement
Life changes and care should be able to change with it. Visits can be added, reduced or moved whenever the rota allows, and larger changes are handled through a review of the care plan rather than through a web of small exceptions.
The notice required to end a care arrangement is agreed at enrolment and restated in the written plan. We ask for a reasonable notice period so that visits already scheduled are honoured and the carer can be gently redeployed rather than left stranded mid week.
Ending care is a normal and unremarkable event to us. We will close the arrangement tidily, return any keys and belongings promptly, hand over your records to you or your next provider as you prefer, and wish your family genuinely well.
Raising a concern or complaint
If anything about the service disappoints you, we want to hear it. Concerns can be raised by phone on +19708043312, by email to guide@wadcare.mom or in writing to our registered address, and every complaint is taken seriously and answered.
Our complaints process has simple stages. First we acknowledge your concern quickly, then we investigate it fairly, speak to everyone involved and come back with a clear answer and, where things went wrong, a genuine apology and a plan to avoid a repeat.
Complaints never carry a cost and never affect your care. If you remain unhappy after we have done our best, you can take the matter to the Care Quality Commission or to the independent social care ombudsman, whose guidance is public and free to follow.
Liability and fair limits
We accept full responsibility for our own actions and for any loss caused by the actual failure to provide a standard of care we owe you. Nothing in these terms limits that responsibility, and no clause here overrides any protection the law gives you that cannot be waived.
Where the website rather than the care service is concerned, we provide it on an as available basis and do not guarantee that it will meet every need or run without error. We are not liable for damage arising from your use of the website in a way that breaks these terms.
In all matters the clearest protection you hold is the care itself: honest assessment, honest notes, honest people. We try to let fairness lead every clause so that no legal wording ever strains against the kind of service you can actually expect from a real person at the door.
Browsing the site does not start a care contract
Visiting the WadCare website is not a request for care and creates no contract between us. The pages describe the service and let you begin a conversation. A care contract only comes into being later, when an assessment has taken place, a plan has been agreed and written acceptance has been reached.
This matters because it protects you from being taken to have agreed to something by mere navigation. Nothing you read here commits you to us, and nothing here prevents you from comparing services and choosing freely among providers of care.
Equally, we are free to decline an arrangement before a contract exists where need is beyond our remit, and we will do so with courtesy and with honest direction toward whoever can genuinely help.
Law and the place of these terms
These terms and the relationship they govern are based on the law of England and Wales, which is the law of the place where WAD CARE LTD is registered and where care is delivered. Both the Company and its clients are served well by that single, settled framework.
If any part of these terms is found to be unenforceable, the remainder continues to stand in full force. No failure to enforce a clause immediately is a waiver of that clause, and these terms together with your written care plan form the whole agreement between us.
A formal copy of these terms and the further care contract wording used at enrolment is available on request from our registered office, and we are glad to talk anyone through the parts they find unclear before they sign anything.
Contacting us about these terms
Questions about these terms are welcome and are answered plainly. Write to WAD CARE LTD at 155 Riverstone Way, NORTHAMPTON, NN4 9QW, United Kingdom (GB), email guide@wadcare.mom or call +19708043312 during our working hours.
We are glad to explain any single sentence in this document, and we would rather you asked than guessed. If you believe a term is unfair we will listen to that argument seriously and, where you are right, we will change it for the future.
These terms are kept under review alongside the privacy policy and are updated when the service or the law changes. The date shown at the top of this page tells you when they were last refreshed, and the principles above them will not drift from fairness.