On-Demand Care Services – Disclaimer & Terms

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Scope of Service and Limitations

Tera Healthcare’s On-Demand Care service is limited to providing general, non-specialised domiciliary care and support within defined service boundaries. This means we assist with routine personal care and daily living tasks, but do not offer clinical or specialised medical treatments as part of the on-demand service . Our caregivers are not nurses or doctors, and they will not perform any nurse-led procedures or tasks requiring specialist training (such as injections, complex wound care, or invasive therapies) under this service remit . Any care needs beyond our general service scope are excluded from on-demand care and require alternative arrangements.

Specialist Care and Complex Needs

If you or the care recipient have complex needs or require specialist care, an enhanced professional assessment is required before we can provide services. Advanced or complex medical care typically involves clinical interventions or oversight by qualified health professionals . Therefore, On-Demand Care is not designed for complex clinical conditions without prior evaluation. We will arrange a comprehensive care needs assessment (including risk assessments and care planning) by our healthcare team for any request that may involve specialist support. Only after this assessment confirms we can safely meet those needs will specialised or complex care services be provided. We reserve the right to decline, delay, or refer requests for specialist support until a full assessment has been completed, to ensure the safety and appropriateness of care . This process is in line with UK care standards requiring that an individual’s needs be assessed before specific services are delivered .

No Emergency or Acute Medical Services

Important – Not for Emergencies: Tera Healthcare’s On-Demand Care is NOT an emergency service . You must not use this service as a substitute for emergency medical care. If you experience a medical emergency or any life-threatening situation, dial 999 immediately to contact the NHS emergency services . Our on-demand caregivers cannot provide emergency response or critical care, they are not equipped as paramedics or emergency clinicians. In the event that a client’s condition suddenly worsens or an emergency arises during a visit, our staff will call emergency services on your behalf, but we disclaim any liability for outcomes stemming from medical emergencies beyond our control. It remains the client’s responsibility to seek appropriate urgent medical attention when needed and to have emergency contacts in place. Tera Healthcare will not be liable for any harm or losses resulting from failure to obtain emergency help outside the scope of our service.

Absence of a Contractual Agreement

Unless expressly confirmed in writing by both parties, the use of On-Demand Care services does not constitute a binding contractual agreement. Services are offered on a discretionary, per-visit basis without a guarantee of continuity, availability, or service levels beyond what is expressly agreed at the time of booking.

Accordingly, Tera Healthcare does not accept liability for any reliance placed on the availability, recurrence, or implied continuation of the On-Demand Care service. In the absence of a written contract, no party may claim breach, negligence, or loss of benefit for any perceived failure to deliver services outside the agreed appointment.

This lack of a formal contract limits our liability, and no implied warranties, service levels, or ongoing obligations shall arise from the provision of a single or multiple sessions of On-Demand Care.

Client Responsibilities

When using our On-Demand Care services, you (the client or responsible party) agree to fulfill the following responsibilities to ensure safe and effective care:

• Provide Accurate Information: You must supply complete, truthful, and up-to-date information about the client’s health, needs, medications, and relevant circumstances. Tera Healthcare relies on the information you provide to deliver appropriate care; we accept no responsibility for outcomes arising from withheld or inaccurate information . It is your duty to inform us of any changes in health status or care needs promptly.
• Follow Care Guidelines: You are expected to adhere to any care plans, instructions, or guidelines provided by our staff. This includes following medical advice from your doctor relevant to the care we deliver. Non-compliance with agreed care instructions or safety guidance may compromise the effectiveness of the service and release us from liability for any resulting issues.
• Safe Environment: You must ensure that the home environment is safe and accessible for our care staff. Before and during visits, identify and mitigate any hazards in your home and inform the caregiver of any known risks(such as unsafe areas, aggressive pets, contagious illnesses, or faulty equipment) . You should provide any necessary safety equipment and a clean, hazard-free space for care. If specialised equipment is needed for your care (e.g. hoists, medical devices), you are responsible for supplying and maintaining such equipment in safe working order.
• Respect and Conduct: Treat caregivers with respect and dignity. Tera Healthcare has a zero-tolerance policy for any form of abuse, harassment, or violence toward staff . Clients (and their family members or representatives) must not subject care providers to verbal abuse, physical intimidation, or discriminatory behavior. Any such conduct may result in immediate termination of services, and offenders may be reported to authorities .
• Proper Use of Service: Use the On-Demand Care service only for its intended purpose of in-home general care. You must not misuse the service (for example, by attempting to obtain unauthorised medical procedures, seeking illegal services, or engaging caregivers in tasks outside the agreed care plan). You agree not to request caregivers to perform duties that are unsafe, unlawful, or beyond the scope of the arranged service. Misuse of the service or failure to cooperate with these Terms may result in suspension or termination of care at our discretion.

Cancellation, Changes, and Termination

We understand plans can change; however, certain terms apply to cancellations or modifications of scheduled On-Demand Care visits:

• Client Cancellations: If you need to cancel or reschedule a booked care visit, you must notify us as soon as possible. Cancellations made at short notice (generally less than 24 hours before a scheduled visit) may still incur charges up to the full fee for that visit , as we must compensate our care staff and reserve time for your booking. Where possible, we will work with you to reschedule the service, but refunds for late cancellations or no-shows are not guaranteed.
• Provider Cancellations: We reserve the right to cancel or reassign a scheduled visit in rare cases of caregiver unavailability, illness, or other unforeseen issues. In such cases, we will inform you promptly and endeavor to provide a suitable replacement or alternate time. If we must cancel and cannot offer an acceptable alternative, you will not be charged for that visit and any pre-paid fees will be refunded.
• Termination by Client: You may discontinue using the On-Demand Care service at any time by providing notice to us. If you have pre-paid for a package or block of services, our refund of any unused portion will be subject to any specific package terms or require reasonable notice as stated in your service agreement.
• Termination or Refusal by Company: Tera Healthcare may terminate or refuse service if: (a) care needs exceed our scope or capabilities (for example, discovery of complex needs requiring specialist care without assessment), (b) the environment is unsafe for our staff, (c) the client violates material Terms of this agreement (such as abuse of staff or misuse of the service), or (d) non-payment of fees. In such cases, we will attempt to give you reasonable notice and reasons for termination when feasible. Services may also be immediately terminated for any conduct that poses a risk to staff or clients, or for any fraudulent or illegal activity.
• Consequences of Termination: Upon termination of services, any fees for care already provided remain due and payable. If we terminate for cause due to your breach of these Terms, you may be liable for any reasonable costs or losses we incur as a result of the early termination. We shall not be responsible for any loss of care or inconvenience suffered due to termination when it results from your breach, safety concerns, or circumstances outside our control as outlined in Force Majeure below.

Limitation of Liability

• Use at Your Own Risk: While we are committed to high-quality care, you expressly acknowledge that use of the On-Demand Care service is at your own risk and responsibility . The services are provided on an “as is” and “as available” basis, without warranties of any kind, except as expressly stated in your agreement. To the maximum extent permitted under law, Tera Healthcare disclaims all warranties (express or implied) including any implied warranties of satisfactory quality, fitness for a particular purpose, or that the service will meet all of your needs . We do not guarantee any specific outcomes or results from the care provided and do not warrant that the service will be uninterrupted or error free.
• No Guarantee of Specialist Outcomes: Because our On-Demand Care is non-specialist in nature, we make no guarantee that it will achieve particular medical or health outcomes. Any information or advice given by our staff is for general support only and is not a substitute for professional medical advice or treatment by licensed practitioners. Always consult a doctor or appropriate specialist for diagnosis or treatment of health conditions outside the scope of our service.
• Liability Cap: In no event will Tera Healthcare or its directors, employees, or agents be liable for any indirect, consequential, or economic losses arising out of or in connection with the On-Demand Care service . This includes, without limitation, any loss of profit, loss of business, or incidental or consequential damages, even if we were advised of the possibility of such losses. Our total liability to you for any and all claims arising from the service (whether in contract, tort (including negligence), statutory duty or otherwise) is limited to the amount you have paid for the specific care visit or service in question, or if the claims relate to a series of services, our liability shall not exceed the total fees paid by you to Tera Healthcare in the preceding six months for those services . We do not exclude or limit liability which cannot be excluded under law – in particular, nothing in these terms will exclude or limit our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation . Your statutory rights as a consumer (as applicable under UK law) are not affected .
• No Liability for Client Breach or Misuse: Tera Healthcare will not be liable for any injuries, harm, or losses that result from your own misuse of the service, failure to adhere to medical advice or care instructions, or other breaches of your obligations. For example, we are not responsible for any consequence arising from the client’s failure to follow provided care guidelines, deliberate withholding of important health information, or providing false information . Likewise, if you disregard our safety instructions or use the service for purposes outside the agreed scope, you assume full responsibility for any resulting damage or injury. We also accept no liability for outcomes that are the inevitable result of pre-existing conditions or risks that were disclosed to you as outside our control or capability.
• Third-Party and External Factors: Where our service interacts with other third-party services or medical providers (such as NHS services, GPs, district nurses, or equipment suppliers), Tera Healthcare is not responsible for the acts or omissions of those third parties. We do not have liability for any goods or services provided by others, even if we coordinate with them on your behalf, except as required by law. Additionally, we shall not be liable for any delay or failure in performance resulting from factors beyond our reasonable control, as described in the Force Majeure section below .

Indemnification

You agree that you will be personally responsible for your use of Tera Healthcare’s On-Demand Care services and any actions taken by you or on your behalf. You further agree to indemnify, defend and hold harmless Tera Healthcare, its parent company, officers, directors, employees, contractors, and agents from and against any and all claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the service or any specific care provided, (b) any breach by you of these Terms or of any applicable law or regulation, (c) any false, misleading, or negligent information provided by you, or (d) any injury or damage to persons or property caused by your negligence or willful misconduct relating to the service. This indemnity means that if a third party (for example, a family member or any other person) brings a claim against Tera Healthcare due to something that you did (or failed to do) in breach of these Terms or the law, you will cover all of our costs and losses related to that claim . We reserve the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which case you agree to cooperate with us in defending such matter . You must not settle any claim affecting Tera Healthcare without our prior written consent.

Disclaimers of Warranties

Except as expressly set forth in our agreement with you, Tera Healthcare makes no further warranties or guarantees of any kind, whether express or implied, regarding the On-Demand Care services. To the fullest extent permissible under law, we disclaim any implied warranties of merchantability, fitness for a particular purpose, quality of service, and non-infringement . We do not warrant that the service will meet all of your requirements, or that it will be uninterrupted, timely, secure, or error-free . While we endeavor to provide the best possible care and to ensure our caregivers are qualified and vetted, we do not warrant or guarantee any specific outcome from the care provided. All representations or statements made by any employees or agents of Tera Healthcare (including caregivers) that are not explicitly included in this Terms & Conditions disclaimer are not binding and are disclaimed by the company. This disclaimer of warranties is made in accordance with applicable UK law, which means it does not affect warranties or conditions which cannot legally be excluded or limited. If any implied conditions or warranties cannot be excluded by law, we limit their application to the minimum extent permitted.

Force Majeure (Events Beyond Our Control)

Tera Healthcare shall have no liability for any failure or delay in performing our obligations under these Terms if that failure or delay is due to circumstances beyond our reasonable control . This includes, but is not limited to, events such as acts of God, natural disasters (e.g. flood, fire, or earthquake), acts of government or regulatory authorities, war, terrorism or civil unrest, epidemics or pandemics, labor strikes or lockouts, power or communication failures, or any other extreme events or circumstances not attributable to our fault (each a “Force Majeure Event”). If a Force Majeure Event occurs that affects our provision of on-demand care, we will make reasonable efforts to inform you and to mitigate the impact on your service. Our duties will be suspended for the duration of the Force Majeure Event, and we may arrange a rescheduled visit or alternative solution once the event has passed. In such scenarios, you will not hold Tera Healthcare responsible for any interruption of service or any damages or losses you may suffer due to the Force Majeure Event, provided that we have taken appropriate steps to notify you and to resume services as soon as practicable.

Governing Law and Regulatory Compliance

This disclaimer and the Terms & Conditions for Tera Healthcare’s On-Demand Care services shall be governed by and construed in accordance with the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts . We ensure that our services are delivered in compliance with all relevant UK health and social care regulations and standards. Tera Healthcare is a registered domiciliary care provider and complies with applicable laws including (where relevant) the Health and Social Care Act 2008 and the Care Act 2014, as well as the fundamental standards set by the Care Quality Commission (CQC) for care services. Nothing in these Terms is intended to infringe upon or limit your rights under UK consumer law or any other mandatory regulations. If any provision of this disclaimer is found to be invalid or unenforceable under the law, it shall be interpreted in a way that best reflects the parties’ intent and is consistent with the law, and all other provisions will remain in full effect . By using our On-Demand Care services, you confirm that you have read, understood, and agreed to this disclaimer and the Terms, and that you consent to abide by all the above conditions and obligations.