Terms & Conditions

1. About these terms

These Terms & Conditions apply to your use of the Miss Merry Senior website and to any enquiry, booking, visit, or support service arranged with us.

Where we agree specific details with you, such as visit times, agreed tasks, pricing, schedules, or service notes, those details also form part of the agreement.

If there is any conflict between these terms and any specific written agreement for your support, the specific written agreement will take priority for that booking.

2. About us

Miss Merry Senior provides non-regulated home support and companionship across London.

We support older people and families with practical help at home, companionship, and everyday assistance.

3. What we do — and what we do not do

Our services may include companionship, domestic support, meal support, and day-to-day practical help such as errands or light household assistance.

We do not provide personal care, including washing, dressing, or toileting. We do not administer medication. We do not provide nursing or medical services. We do not provide lifting, hoisting, or mobility assistance.

If your needs fall outside our service scope, we may decline, pause, or end support until a safe and suitable arrangement is in place.

4. Assessments, enquiries, and bookings

Before support starts, we may speak with you, your relative, or another authorised contact to understand what help is needed, whether the service is within our scope, and what times, visits, and costs are required.

A booking is only confirmed when we have clearly agreed the service to be provided.

We may refuse a booking if the requested support is outside our service scope, the environment is unsafe, important information has not been provided, or we do not believe we can deliver the service safely and properly.

5. Fees and payment

Our prices, visit structure, and any agreed extras will be explained before support starts.

Payment terms, invoice timing, and any minimum visit requirements will be confirmed for the relevant booking or service arrangement.

We do not aim to use hidden charges. If any extra charge may apply, for example, for a late cancellation or extra agreed tasks, we will explain that in advance.

If payment is overdue, we may pause future visits after giving reasonable notice.

6. Changes and cancellations

If you need to change or cancel a visit, please give as much notice as possible.

If we need to change a visit time, assigned team member, or planned arrangement, we will try to tell you as soon as reasonably possible and agree an alternative where we can.

If services are booked online, by phone, by email, or in your home, consumer law may give you cancellation rights. If you ask us to start during any cancellation period that applies, you may still need to pay for the part of the service already provided.

Any cancellation charge we apply will be fair, clearly explained, and proportionate.

7. Your responsibilities

To help us provide safe and appropriate support, you agree to give accurate information about needs, risks, and relevant household circumstances.

You should tell us about any changes that may affect visits or safety, provide safe access to the property, and ensure pets, hazards, or other issues are managed appropriately.

You must not ask our team to carry out tasks that fall outside the agreed scope or that are unsafe.

You must treat our staff respectfully.

We may end or refuse a visit if staff are placed at risk, face abuse or harassment, or are asked to carry out excluded tasks.

8. Our responsibilities

We will provide services with reasonable care and skill.

We will stay within the agreed scope of non-regulated support.

We will act respectfully, maintain reasonable confidentiality, and communicate clearly about changes, issues, or limits in the service.

Nothing in these terms is intended to remove or reduce any rights you have under consumer law.

9. If something goes wrong

Please tell us as soon as possible if you are unhappy with any part of the service.

We will review the issue fairly, look into what happened, and respond within a reasonable time.

Where appropriate, we may discuss a practical fix, adjust future arrangements, or consider a reasonable refund or price adjustment in line with your legal rights.

10. Website use

The content on this website is provided for general information about our services.

You must not use this website in a way that is unlawful, interferes with the site, attempts to gain unauthorised access, or copies substantial content for commercial use without permission.

We may update, change, or remove website content from time to time.

If this website links to third-party websites, those links are provided for convenience only. We are not responsible for the content, security, or privacy practices of third-party websites.

11. Privacy

If you contact us or use our services, we will handle your personal information in line with our Privacy Policy.

Our Privacy Policy explains what information we collect, how we use it, and your rights in relation to your data.

12. Ending services

Either you or we may end an ongoing service arrangement by giving reasonable notice, unless a shorter or immediate ending is needed because of safety concerns, abuse, non-payment, or because the requested support falls outside our service scope.

If a service ends, you remain responsible for charges properly due for services already provided.

13. Changes to these terms

We may update these terms from time to time.

The latest version will always be posted on this page with the updated date.

The terms that apply to your booking will generally be the version in place when you made the booking, unless a change is required by law or we agree otherwise in writing.

14. Contact us

Miss Merry Senior
Phone: 020 7846 2438
Email: care@missmerry-senior.co.uk
Address: 240A High Street, Bromley, London, BR1 1PQ