Kome Care Ltd · Registered in England & Wales: Company No. 12427516
· Registered address: 408 Tower Bridge Business Centre, East Smithfield, London, E1W 1AW
By signing a Service Agreement or confirming your care arrangement in writing, you agree to be bound by these terms. If you have any questions, please contact us before engaging our services.
In these Terms and Conditions, the following terms have the meanings set out below:
"Kome Care", "We", "Us", "Our"
Kome Care Ltd, a company registered in England and Wales (No. 12427516).
"Client"
The individual receiving care services, or (where the individual lacks capacity) their authorised representative or legal guardian.
"Responsible Person"
The individual who has agreed to these terms on behalf of the Client — may be the Client, a family member, or a legally appointed representative.
"Care Worker"
Any employee, contractor, or agency worker provided by Kome Care to deliver care services.
"Service Agreement"
The written agreement (including the care plan and fee schedule) signed by or on behalf of the Client prior to care commencing.
"Care Plan"
The bespoke written plan detailing the care services, schedule, and outcomes agreed for the Client.
2.1 Nature of Services
Kome Care provides domiciliary (home) care services, live-in care, and hospital discharge support as agreed in the Client's Service Agreement and Care Plan. All care is delivered by trained, DBS-checked care workers under nurse-led oversight.
2.2 Care Plan Reviews
A Care Plan will be prepared following an initial assessment and reviewed at agreed intervals — at minimum every 6 months, or following any significant change in the Client's needs. Any material changes to the care plan will be communicated in writing with reasonable notice.
2.3 Staffing
Kome Care will endeavour to ensure continuity of care worker wherever possible. However, we reserve the right to substitute a care worker where necessary due to illness, leave, or other operational requirements. We will notify the Client or Responsible Person in advance where reasonably practicable.
2.4 CQC Registration
Kome Care is registered with and regulated by the Care Quality Commission (CQC) under the Health and Social Care Act 2008. Our CQC Provider ID is 1-15308134496. Our registration details can be verified at www.cqc.org.uk.
3.1 Fees
Fees are as set out in the Service Agreement and current fee schedule provided to the Client before care commences. Fees are subject to annual review. We will provide at least 28 days' written notice of any fee increase.
3.2 Invoicing
Invoices are issued monthly in arrears. Invoices are payable within 14 days of the invoice date unless an alternative arrangement is confirmed in writing.
3.3 Payment Methods
We accept payment by BACS bank transfer, cheque, or standing order. Our bank details are provided on each invoice. Please quote your client reference number on all payments.
3.4 Late Payment
Invoices not paid within the agreed period may attract late payment interest at the statutory rate of 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998. We reserve the right to suspend services where invoices remain overdue by more than 30 days, subject to giving reasonable notice and taking all reasonable steps to ensure the Client's safety during any transition.
3.5 Local Authority & NHS Funded Arrangements
Where care is funded by a local authority or through NHS Continuing Healthcare, payment terms will be as agreed separately with the relevant commissioning body. All other terms of this agreement apply.
4.1 Standard Notice Period
Either party may terminate the Service Agreement by giving 28 days' written notice. Notice must be given to the Client's designated care coordinator by email, letter, or recorded telephone call followed by written confirmation.
4.2 Short-Notice Cancellation of Individual Visits
If a Client or Responsible Person cancels an individual care visit:
More than 48 hours
No charge. Full cancellation with no financial penalty.
24–48 hours' notice
50% of the scheduled visit fee may be charged to cover staffing costs already committed.
Less than 24 hours
The full scheduled visit fee may be charged as staff cannot be redeployed at short notice.
4.3 Immediate Termination
Kome Care reserves the right to terminate the Service Agreement immediately where:
- There is a risk to the health, safety, or wellbeing of a care worker or third party;
- The Client or a third party engages in abusive, threatening, or discriminatory behaviour towards care workers;
- Payment obligations are not met and remain outstanding after reasonable notice;
- The Client's needs exceed the scope of services Kome Care is registered or able to provide.
In such circumstances, we will take all reasonable steps to ensure continuity of care during the transition period and will provide at least 24 hours' notice wherever safe to do so.
5.1 Our Liability
Kome Care maintains appropriate professional indemnity and public liability insurance. Our liability to the Client for any claim arising from our services is limited to £5,000,000 per claim, except where such liability cannot be limited by law (for example, in cases of death or personal injury caused by our negligence, or where limitation is prohibited under the Consumer Rights Act 2015).
5.2 Third-Party Services
Kome Care is not liable for services, products, or advice provided by third parties (including NHS services, local authority services, pharmacies, or any other external providers) even where such services form part of a Client's wider care package.
5.3 Force Majeure
We will not be liable for any failure or delay in providing services caused by circumstances beyond our reasonable control, including pandemic, severe weather, civil unrest, or industrial action. In such circumstances we will make every reasonable effort to maintain care provision and keep you informed promptly of any disruption.
Kome Care processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our ICO registration number is ZA769020. Please see our Privacy Policy for full details of how we collect, use, store, and transfer your information, and your rights as a data subject.
All information shared with us in relation to a Client's care needs, medical history, and personal circumstances is treated as strictly confidential. Such information will only be disclosed:
- With the express consent of the Client or Responsible Person;
- Where required to fulfil the care agreement (for example, sharing relevant health information with care workers);
- Where required by law, regulation, or our regulatory obligations to CQC or safeguarding authorities; or
- In an emergency where disclosure is necessary to protect the Client's life or the safety of others.
We take all complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of our service, please contact your care coordinator in the first instance. If this does not resolve the matter, please see our Complaints Policy for full details of our formal complaint procedure, timescales, and escalation routes including the Care Quality Commission.
We aim to acknowledge all formal complaints within 2 working days and to provide a full written response within 28 days.
These Terms and Conditions are governed by the laws of England and Wales. Both parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from or in connection with these terms or the services provided under the Service Agreement.
Before commencing legal proceedings, both parties agree to attempt to resolve any dispute informally. If informal resolution is not achievable within 30 days, either party may refer the matter to an appropriate alternative dispute resolution (ADR) scheme before proceeding to litigation.
Kome Care reserves the right to amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, or our services. We will provide at least 28 days' written notice of any material changes to existing Clients via email or letter.
The current version of these Terms and Conditions is published on our website at www.komecare.co.uk/terms-and-conditions and is dated at the top of this document. Continued use of our services following notification of changes constitutes acceptance of the revised terms.
Questions about these Terms and Conditions should be directed to:
