Privacy Policy
Introduction
Welcome to Betty Staffords Care Ltd’s privacy policy.
Betty Staffords Care Ltd (“Betty Staffords Care” or “We”) respects your privacy and is committed to protecting your personal data. This privacy policy explains how we look after your personal data when you visit our website and share your data with us. It also tells you about your privacy rights and how the law protects you.
Important Information and Who We Are
Purpose of This Privacy Policy
This privacy policy explains how Betty Staffords Care collects and processes your personal data through your use of this website, including any data you provide when you complete forms on our site or send information to us.
This website is not intended for children, and we do not knowingly collect data relating to children.
Full name of legal entity: Betty Staffords Care Ltd
Email address: compliance@bettystaffordscare.co.uk
Postal address: 86 Wentwood View, Caldicot, Monmouthshire, Wales, NP26 4QH
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues at www.ico.org.uk. We would appreciate the chance to deal with your concerns before you approach the ICO.
Changes to This Privacy Policy
We keep our privacy policy under regular review. This version was last updated in May 2026.
Please keep us informed if your personal data changes during your relationship with us.
Third-Party Links
This website may include links to third-party websites, plug-ins, and applications. We do not control these third-party websites and are not responsible for their privacy statements.
The Data We Collect About You
Personal data means any information about an individual from which that person can be identified.
- Identity Data: Includes your name, address, email address, phone number, personal description, family member names, medical professional details, health and identity data, and biometric data via Yoti.
- Contact Data: Includes billing address, delivery address, email address, and telephone numbers.
- Financial Data: Includes bank account and payment card details.
- Transaction Data: Includes details about payments to and from you and services purchased from us.
- Technical Data: Includes IP address, login information, browser type, browser version, time zone, operating system, platform, and device technology.
- Usage Data: Includes website visits, URL clickstream, viewed carers, companions or clients, page response times, visit length, clicks, scrolling, and browsing actions.
- Marketing and Communications Data: Includes your marketing and communication preferences.
- Special Categories of Data: Includes health details, disabilities, genetic and biometric data, race or ethnicity, religious or philosophical beliefs, sexual orientation, and where required, criminal convictions and offences.
Information We Receive From Other Sources
We may receive information about you from partner websites, business partners, subcontractors, payment providers, advertising networks, analytics providers, search providers, credit reference agencies, insurance companies, charities, clients, carers, and other third parties.
Medical or dietary information provided by clients to carers through the Betty Staffords Care platform will only be disclosed to third parties with the client’s permission. General anonymised medical data may be shared for research and development purposes.
Aggregated Data
We may collect, use, and share aggregated data such as statistical or demographic data. Aggregated data does not directly or indirectly reveal your identity.
If You Fail to Provide Personal Data
Where we need to collect personal data by law or under the terms of a contract and you fail to provide it, we may not be able to provide services to you.
How Your Personal Data Is Collected
- Direct interactions: You may give us information by filling in forms or contacting us by post, phone, email, or otherwise.
- Automated technologies: We may collect technical data through cookies, server logs, and similar technologies.
- Third parties or public sources: We may receive data from analytics providers, advertising networks, LinkedIn, Twitter, Campaign Monitor, Reply.io, payment providers, Companies House, and the Electoral Register.
How We Use Your Personal Data
We will only use your personal data when the law allows us to, including:
- Where we need to perform a contract with you.
- Where it is necessary for our legitimate interests.
- Where we need to comply with a legal obligation.
Purposes for Which We Use Your Personal Data
| Purpose / Activity | Type of Data | Lawful Basis |
|---|---|---|
| To register you as a new client or carer | Identity, Contact | Performance of a contract |
| To process and deliver services, manage payments, fees, charges, and recover money owed | Identity, Contact, Financial, Transaction, Marketing and Communications | Performance of a contract; legitimate interests |
| To manage our relationship with you, including updates, reviews, and surveys | Identity, Contact, Profile, Marketing and Communications | Contract, legal obligation, legitimate interests |
| To enable you to complete a survey | Identity, Contact, Profile, Usage, Marketing and Communications | Contract and legitimate interests |
| To administer and protect our business and website | Identity, Contact, Technical | Legitimate interests and legal obligation |
| To deliver relevant website content and advertisements | Identity, Contact, Profile, Usage, Marketing and Communications, Technical | Legitimate interests |
| To use data analytics to improve our website, services, marketing, and customer relationships | Technical, Usage | Legitimate interests |
| To make suggestions and recommendations about services that may interest you | Identity, Contact, Technical, Usage, Profile, Marketing and Communications | Legitimate interests |
Carer Data
We generally use carer data for recruitment activities, marketing activities, equal opportunities monitoring, and to establish, exercise, or defend legal claims.
You can unsubscribe from marketing communications using the unsubscribe link in our emails or by contacting compliance@bettystaffordscare.co.uk.
Client Data
We use client information for recruitment activities, marketing activities, and to establish, exercise, or defend legal claims.
Special Category Data
Special Category Data may include health information, disability status, religious affiliation, diversity information, or criminal conviction information. We will ask for your explicit consent where required.
- We may use disability information to provide appropriate recruitment adjustments.
- We may use anonymised diversity information for equal opportunity monitoring and reporting.
- We may conduct a Data Processing Impact Assessment where processing is likely to be high risk.
- We may keep anonymised processing records relating to Special Category Data for 6 years.
- We may erase Special Category Data after 3 months post-recruitment and store it securely with restricted access.
Marketing
We may use your Identity, Contact, Technical, Usage, and Profile Data to decide which services and offers may be relevant to you.
We will get your express opt-in consent before sharing your personal data with any third party for marketing purposes.
You can opt out of marketing at any time by following the opt-out links in marketing messages or by contacting us.
Change of Purpose
We will only use your personal data for the purposes for which we collected it unless we reasonably consider that we need to use it for another compatible reason.
Disclosures of Your Personal Data
We may share your personal data with internal third parties, external third parties, service providers, professional advisers, regulators, HM Revenue & Customs, identity verification providers, background check providers such as Yoti, and third parties connected with a sale, transfer, or merger of our business.
International Transfers
Some external third parties may be based outside the UK. Where personal data is transferred outside the UK or EU, we will use appropriate safeguards such as standard contractual clauses.
Data Security
We have put appropriate security measures in place to prevent your personal data from being accidentally lost, used, accessed, altered, or disclosed without authorisation.
We limit access to your personal data to employees, agents, contractors, and third parties who have a business need to know.
Data Retention
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including legal, regulatory, tax, accounting, or reporting requirements.
In some circumstances, we may anonymise your personal data for research or statistical purposes.
Your Legal Rights
You have the right to:
- Request access to your personal data.
- Request correction of your personal data.
- Request erasure of your personal data.
- Object to processing of your personal data.
- Request restriction of processing your personal data.
- Request transfer of your personal data.
- Withdraw consent at any time.
To exercise your rights, contact: compliance@bettystaffordscare.co.uk.
No Fee Usually Required
You will not usually have to pay a fee to access your personal data or exercise your rights. We may charge a reasonable fee or refuse a request if it is clearly unfounded, repetitive, or excessive.
What We May Need From You
We may need to request specific information to confirm your identity and protect your personal data.
Time Limit to Respond
We try to respond to all legitimate requests within one month. If your request is complex or you have made multiple requests, it may take longer, and we will keep you updated.
Glossary
Lawful Basis
Consent: When you freely provide a specific, informed, and unambiguous indication of your wishes.
Legitimate Interest: The interest of our business in conducting and managing our business to provide secure and effective services.
Performance of Contract: Processing your data where necessary for the performance of a contract.
Comply with a Legal Obligation: Processing your data where necessary for compliance with a legal obligation.
External Third Parties
- Service providers based in the US who provide IT and system administration services.
- Professional advisers including lawyers, bankers, auditors, and insurers.
- HM Revenue & Customs, regulators, and other UK authorities.
- External identity verification and background check providers such as Yoti.
Your Legal Rights Explained
- Request access: Receive a copy of the personal data we hold about you.
- Request correction: Ask us to correct incomplete or inaccurate data.
- Request erasure: Ask us to delete or remove personal data where there is no good reason for continued processing.
- Object to processing: Object where we rely on legitimate interests or process data for direct marketing.
- Request restriction: Ask us to suspend processing of your personal data in certain circumstances.
- Request transfer: Ask us to provide your personal data in a structured, commonly used, machine-readable format.
- Withdraw consent: Withdraw consent at any time where we rely on consent to process your personal data.
Betty Stafford's Care Candidate Terms
Terms and Conditions of Carer Registration
Background
Welcome to Betty Stafford’s Care Ltd. The following document confirms our terms and conditions which will form the contract between us, as an introduction agency, and you, the carer.
We want to ensure that you understand these terms and can make an informed decision about registering with us. Please contact us if you need clarification on any part of these terms.
These Terms apply to your registration on the Betty Stafford’s Care Ltd carer introduction portal. Your registration on the Portal constitutes your agreement to these Terms. You will be required to confirm your acceptance by ticking the box provided.
1. Definitions
Agreement means the contract between Betty Stafford’s Care Ltd and the Carer for recruitment services incorporating these Terms and Conditions.
Betty Stafford’s Care Ltd means Betty Stafford’s Care Ltd, incorporated and registered in England and Wales with company number 17227259, registered office address 86 Wentwood View, Caldicot, Monmouthshire, Wales, NP26 4QH.
Carer means any person introduced to the Client by Betty Stafford’s Care Ltd for an Engagement providing Services to a Care Recipient.
Care Recipient means an individual receiving care through the Portal and requiring Services.
Client means any family, third party, individual, partnership, agency, organisation, or entity seeking the services of a Carer.
Companion means any person introduced to the Client by Betty Stafford’s Care Ltd to act as a companion to a Care Recipient.
Engagement means the employment, engagement, or use of the Carer by the Client.
Portal means the Betty Stafford’s Care Ltd introduction portal.
Services means the personal care services provided by the Carer to the Care Recipient.
2. General
These Terms and Conditions apply to the Agreement and supersede any other documentation or communication between the parties.
3. Registration Form and Offer of Registration
The Agreement comes into force when the Carer completes their profile on the Portal, completes the Registration Form, uploads Background Documents, and accepts these Terms and the Carer Privacy Policy.
Acceptance of the Carer’s Registration means Betty Stafford’s Care Ltd will use reasonable endeavours to secure Engagement opportunities through the Portal.
4. Betty Stafford’s Care Ltd’s Obligations
- Betty Stafford’s Care Ltd operates a recruitment website allowing Clients to access details of potential carers.
- Betty Stafford’s Care Ltd is not the employer of the Carer.
- No employment contract, partnership, or joint venture is created between Betty Stafford’s Care Ltd and the Carer.
- Betty Stafford’s Care Ltd does not charge the Carer a fee to seek Engagements.
- Betty Stafford’s Care Ltd does not guarantee that registration will result in enquiries or Engagements.
- The Carer is not required to accept any Engagement offered through the Portal.
- Betty Stafford’s Care Ltd may reject, suspend, remove, edit, or delete Application Information where necessary.
5. Carer Obligations
- The Carer must not act in a way that damages Betty Stafford’s Care Ltd’s reputation or relationship with Clients.
- The Carer must ensure all Application Information is true, accurate, current, and valid.
- The Carer confirms they are over 18 years of age and eligible to work in the United Kingdom.
- The Carer should have relevant care experience, references, and appropriate background checks.
- The Carer must maintain professional conduct at all times.
- The Carer must keep Client and Care Recipient information confidential.
- The Carer must not pass Client details to any third party.
- The Carer must inform Betty Stafford’s Care Ltd of any DBS changes, convictions, or charges within 48 hours.
Required Background Documents
- CV showing evidence of previous care work
- Enhanced DBS on the update service or PVG check
- Evidence of Covid-19 vaccination status, where required
- Passport or driving licence
- Driving licence, if available
- Proof of settled or pre-settled status and share code, if applicable
- Proof of address
- Certificates of qualifications
- Proof of public liability insurance or self-employed carers insurance
- Evidence of self-employment, including UTR number where applicable
- Minimum of two written references
- Photo
Carer Code of Conduct
- Treat all Clients and Care Recipients with respect, dignity, and compassion.
- Act with honesty and integrity.
- Act in the best interests of the Client and Care Recipient.
- Maintain privacy, rights, health, and wellbeing.
- Be reliable, dependable, and trustworthy.
- Maintain professional boundaries.
- Only carry out tasks they are competent to perform.
- Ask for guidance when needed.
- Do not accept inappropriate loans, gifts, or benefits.
- Report errors or concerns that may affect safety.
- Promote independence and choice.
- Obtain consent before providing care.
- Communicate openly and document care where required.
- Never abuse, neglect, harm, or exploit anyone receiving support.
- Respect individuality, diversity, and equality.
6. Payment
The Carer shall submit agreed fees to the Client each week, together with details of any additional hours, days worked, costs, or expenses incurred.
Betty Stafford’s Care Ltd acts as a facilitator between the Carer and Client and is not responsible for unpaid or disputed funds owed by the Client to the Carer.
7. Termination
The Agreement continues until services have been provided or until terminated by either party in accordance with these Terms.
Betty Stafford’s Care Ltd may terminate the Registration without notice at any time and for any reason at its sole discretion.
The Carer may terminate the Registration by giving written notice to Betty Stafford’s Care Ltd.
8. Limitation of Liability
Betty Stafford’s Care Ltd shall not be liable for losses arising from the use of the Portal or introductions to Clients, except where such liability cannot legally be excluded.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any matter which cannot be excluded by law.
9. Force Majeure
Neither party shall be liable for delay or failure to perform obligations where the delay or failure results from events outside reasonable control, including acts of God, strikes, accidents, war, fire, or shortages of supply.
10. Severance
If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
11. Waiver
Failure by either party to enforce any provision of these Terms shall not constitute a waiver of that provision or the right to enforce it later.
12. Notices
Any notice may be served by email, in person, or by post to the address provided in the Registration Form or any updated address communicated in writing.
13. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the law of England. The parties submit to the exclusive jurisdiction of the English courts.
Schedule 1: Comparison of Carer and Companion Tasks
| Task | Carer | Companion |
|---|---|---|
| Companionship and conversation | Yes | Yes |
| Help with light housekeeping | Yes | Yes |
| Preparing and cooking meals | Yes | Yes |
| Preparing drinks and snacks | Yes | Yes |
| Escorting to clubs, activities, and running errands | Yes | Yes |
| Light gardening | Yes | Yes |
| Picking up prescriptions or groceries | Yes | Yes |
| Support to care for pets | Yes | Yes |
| Holiday companionship and help with travel | Yes | Yes |
| Hospital discharge care | Yes | No |
| Aiding lifting and turning with equipment such as hoists | Yes | No |
| Helping with personal care such as showering, bathing, and dressing | Yes | No |
| Reporting changes in the person’s condition | Yes | No |
| Supporting maximum independence | Yes | No |
| Medication prompting | Yes | No |
| Care for people with physical disabilities | Yes | No |
| Care for people with dementia, Parkinson’s, or neurological conditions | Yes | No |
| Respite or temporary care | Yes | No |
| Close supervision | Yes | No |
| End of life care | Yes | No |
| Support with toileting and maintaining hygiene | Yes | No |
Betty Stafford's Client Terms
CLIENT TERMS & CONDITIONS OF REGISTRATION
Last updated: September 2026
Introduction: Welcome to Betty Stafford's Care Ltd. The following document confirms our terms and conditions which will form the contract between us, as an introduction agency, and you, the client (the "Terms"). It is important that you understand the terms and conditions prior to engaging our services. Please submit any questions you have about these client terms or any issues concerning our portal and its use to us by emailing legal@bettystaffords.co.uk
Company Details: Betty Stafford's Care Ltd is a company registered in England and Wales under company number 17227259, with its registered office address at 86 Wentwood View, Caldicot, Monmouthshire, NP26 4QH ("Betty Stafford's Care", "the Agency", "We", "Us").
By engaging our services, submitting a vacancy, or creating an account on our Portal (www.bettystaffords.co.uk or join.bettystaffords.co.uk), you ("the Client", "You") accept that you have read, understand, and agree to these terms and conditions.
1. Definitions & Interpretation
1.1 In these Terms, unless the context otherwise requires, the following expressions have the following meanings:
- "Betty Stafford's Care Ltd" means Betty Stafford's Care, a company registered in England and Wales under company number 17227259, whose registered office is at 86 Wentwood View, Caldicot, Monmouthshire, Wales, NP26 4QH.
- "Carer" means any person introduced to the Client by Betty Stafford's Care to provide care services to a Care Recipient. Examples of the tasks to be carried out by a Carer are set out in Schedule 1. In this agreement, the term "Carer" shall include a Companion.
- "Care Recipient" means an individual that is receiving care services through Betty Stafford's Care and requires Services to be provided to him / her. The Client and the Care Recipient may be the same person.
- "Client" means the person, firm or company including any associates or subsidiaries who submits a Role/Vacancy /Advertisement or acts for or on behalf of the Care Recipient.
- "Companion" means any person introduced to the Client by Betty Stafford's Care to act as a companion to a Care Recipient. Examples of the tasks to be carried out by a Companion are set out in Schedule 1.
- "Confidential Information" means any information concerning either Party or its business. In the case of Betty Stafford's Care , confidential information shall include the identity and all other information concerning Carers.
- "Engagement" means the booking, engagement, or use of the Carer by the Client, or any third party to whom the Client has introduced the Carer, on a long-term or short-term basis under any form of contract or relevant agreement.
- "Introduction" an introduction will be deemed to have taken place where Betty Stafford's Care has provided a Client with any information concerning a Carer.
- "Portal" means the carer introduction website portal: www.bettystaffords.co.uk or join.bettystaffords.co.uk or the Betty Stafford’s Care app, or any other platform provided by Betty Stafford’s Care .
- "Role Vacancy Advertisement" means a role vacancy description submitted by the Client to Betty Stafford's Care by email, verbally or on the Portal for a role in respect of the provision of care, either live-in or live-out, within a home setting.
- "Services" means the introduction service whereby a Client is introduced to one or more Carers introduced by Betty Stafford's Care or its representatives or via the portal to work for the Client or Care Recipient as a Carer in accordance with this Contract.
- "Service Fee" means the fee payable per Engagement of the Carer by the Client in accordance with Clause 6.1.
The Contract
1.2 These Terms plus the information set out in the relevant Role Vacancy Advertisement contain the entire agreement between the parties (the "Contract") and unless otherwise agreed in writing by Betty Stafford's Care, these Terms prevail over any other terms of business or purchase conditions (or similar) put forward by the Client.
1.3 No variation or alteration to the Contract shall be valid unless the details of such variation are agreed between Betty Stafford's Care and the Client and are set out in writing and a copy of the varied Contract is given to the Client stating the date on or after which such varied Contract shall apply.
1.4 In the event that any part(s) of these terms or part thereof is declared to be invalid, unlawful, void, or unenforceable then such terms or parts shall be severed, and the remaining terms shall continue to be valid and enforceable to the fullest extent permitted by law.
2. Scope & Introductory Agency Status
2.1 Introductory Agency Status: Pursuant to the Health & Social Care Act 2008, Betty Stafford's Care operates exclusively as an Introductory Agency. We provide candidate matching, portal hosting, pre-introduction vetting, and ongoing platform and client support services. We do not employ Carers or Companions directly, nor do we exercise clinical direction, management, control or supervision over assessing care needs or care delivery.
2.2 Independent Direct Contract: Any Carer or Companion introduced is self-employed and independent. Engaging a Carer forms a direct, separate contract between the Client and the Carer.
2.3 Tax & Benefit Liability: The Client or Carer remains solely responsible for direct care fees, including travel expenses and subsistence. Betty Stafford's Care assumes no liability for National Insurance contributions, Income Tax (PAYE), or statutory benefits relating to the Carer's independent engagement. The Client and Carer are responsible for ensuring that their direct arrangement accurately reflects its true self-employment and tax status and for complying with any obligations that apply to that arrangement.
2.4 Commercial Competitor Safeguards: Commercial entities, employment agencies, or business competitors are strictly prohibited from representing themselves as private individuals to source candidates. Betty Stafford's Care reserves the right to immediately terminate or block any search or account placed for commercial gain by third parties.
2.5 No Guarantee of Placement or Suitability: Betty Stafford's Care does not guarantee to find a suitable Carer or Companion for any vacancy. Save for the standard screening procedures outlined in Clause 4.1, Betty Stafford's Care gives no warranties, express or implied, as to the suitability, performance, or character of any Carer or Companion introduced. Selection and engagement decisions remain solely the Client's responsibility, and Betty Stafford's Care cannot guarantee the accuracy or veracity of any background information or statements provided directly by a Carer or Companion.
3. Role Vacancies & Portal Advertisements
3.1 Reservation of Rights: Betty Stafford's Care reserves the right to decline, edit, suspend, or remove any Role Vacancy Advertisement submitted by the Client at any time, for any reason, and without prior notice.
3.2 Non-Discrimination & Statutory Exemptions: If any Role Vacancy Advertisement appears to discriminate on the grounds of protected characteristics under the Equality Act 2010 (including age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion or belief, sex, or sexual orientation), it will be declined. Vacancies requiring a specific characteristic will only be permitted where a genuine Occupational Requirement applies under Schedule 9 of the Equality Act 2010 (such as a requirement for a female carer for intimate personal care), and the Client must provide a written explanation upon request.
3.3 Reporting Unlawful Activity: If, in the reasonable opinion of Betty Stafford's Care, any Role Vacancy Advertisement indicates illegal purpose, fraud, or exploitation, Betty Stafford's Care reserves the right to immediately remove the advertisement and report the Client to relevant authorities without notice (including, but not limited to, the Department for Work and Pensions, the Information Commissioner's Office, law enforcement agencies, or relevant industry bodies).
3.4 Advertisement Maintenance & Closure: Role Vacancy Advertisements shall remain active on the Portal for as long as Betty Stafford's Care deems appropriate. Betty Stafford's Care reserves the right to close any advertisement without notice where the details are outdated or unmaintained.
3.5 Single Role Limitation: Each Role Vacancy Advertisement must relate to a single vacancy for a single Care Recipient unless otherwise agreed in writing by Betty Stafford's Care.
4. Pre-Introduction Vetting & Reference Policy
4.1 Pre-Introduction Vetting: Prior to introducing any Carer or Companion, Betty Stafford's Care verifies, inspects, and holds on file standard screening documentation using an accredited Digital Verification Service Provider (DVSP) and Home Office verification tools, including, but not limited to:
- (a) Enhanced DBS, PVG, or AccessNI which may or may not be registered on the update service;
- (b) Government-issued photographic identity verification (e.g. Passport or UK Driving Licence) and UK Right to Work;
- (c) Proof of valid self-employed Public Liability Insurance and tax status declarations;
- (d) CV detailing relevant care experience and qualifications;
- (e) A comprehensive onboarding video call.
4.2 Declarations & References: Carers listed on the Portal contractually warrant that all professional experience, qualifications, and work history are complete, accurate, and up to date. Betty Stafford's Care relies upon these declarations and does not independently audit written references; however, candidate profile details and references are made available to enable the Client to review or independently verify them prior to or during engagement.
4.3 Photo Profile Access: Betty Stafford's Care shall maintain a candidate profile with a verified photograph available on the Client's portal dashboard prior to the commencement of any engagement.
4.4 Right to Work Compliance & Verification: Betty Stafford's Care will carry out right-to-work checks which are required under the law applying at the relevant time.
For Engagements commencing on or after 1 October 2026, this includes the right-to-work regime under the Immigration, Asylum and Nationality Act 2006 as amended by the Border Security, Asylum and Immigration Act 2025, insofar as that regime applies to Betty Stafford's Care as an online matching service or other person within the statutory scheme.
Depending upon the Carer's nationality, immigration status and circumstances, the appropriate prescribed process may include:
- (a) a manual right-to-work document check;
- (b) an appropriate digital identity verification check through a qualifying Digital Verification Service Provider (DVSP);
- (c) a Home Office online right-to-work check using a valid share code and the information required by the Home Office; or
- (d) the Home Office Employer Checking Service where applicable;
- (e) Proof of public liability insurance or self-employed carers insurance.
Where a repeat right-to-work check is required by law, Betty Stafford's Care will require the Carer to provide information necessary to complete that check.
Betty Stafford's Care's right-to-work check does not remove any separate right-to-work or immigration obligation which may apply to the Client in connection with the Client's direct Engagement of the Carer.
5. Client Obligations, Medication Rules & Doorstep Verification
5.1 Direct Engagement & Task Agreement: The Client acknowledges that Carers operate as independent, self-employed professionals. The Client is responsible for informing the Carer of the care recipient’s needs, routines, and daily requirements. In response, the Carer shall set out how they will meet those needs and propose an appropriate care plan.
5.2 Medication Rules (Prompting Only):
- (a) Strict Boundary: Carers introduced via the Agency are permitted solely to prompt or remind care recipients to take their own prescribed medication.
- (b) No Administration: Carers are strictly prohibited from administering medication directly or performing invasive medical procedures (including but not limited to suppositories, injections, or clinical interventions).
5.3 Doorstep Verification Check: The Client (or a designated representative, family member, or keyholder) must visually cross-reference the arriving Carer against the photo profile available on the portal upon initial arrival at the care location.
5.4 Immediate Refusal & Notification: If the individual arriving does not match the candidate profile photograph, the Client must refuse entry immediately and notify Betty Stafford's Care via email at legal@bettystaffords.co.uk.
5.5 Implied Arrival Confirmation: Unless the Client notifies Betty Stafford's Care within four (4) hours of the scheduled start time, the Client shall be deemed to have verified the Carer's identity, confirmed safe arrival, and accepted commencement of the engagement for operational purposes.
The Client shall indemnify Betty Stafford's Care against all liabilities in relation to the services of the Carer and shall indemnify Betty Stafford's Care in relation to any losses suffered by reason of a breach of such contract by the Client, and Betty Stafford's Care does not accept any liability for a breach of contract including the right of Betty Stafford's Care to use 3rd parties services where required.
5.6 Client Liability for Health, Safety & Unsafe Conditions: The Client is fully responsible for the health and safety of the Carer whilst on their premises. The Client must inform Betty Stafford's Care of any Health and Safety risks or requirements and of any steps taken to prevent or control such risks. If working conditions are unsafe, or the accommodation is not acceptable, the Carer has the right to terminate their contract immediately.
6. Service Fees, Setup Fees & Payment Terms
6.1 Fee Options: For an introduced Carer to provide care, the Client may select either;
- (a) Ongoing Service Fee: a daily or hourly service fee, as set out in clause 6.2, dependent on whether the carer is providing live-in or hourly care;
- (b) Upfront Service Fee: a one-off payment of £5,000 for live-in care or £850 hourly care, per introduced carer.
6.2 Ongoing Service Fee Schedule: All agency rates are fixed and all-inclusive (no VAT is currently applicable):
- (a) Live-In Care (4+ Weeks): From £20.00 per day all-inclusive.
- (b) Short-Term / Respite Live-In Care (4 Weeks and under): From £32.00 per day all-inclusive.
- (c) Hourly / Daily Care: From £6.60 per hour booked all-inclusive (minimum charge of 4 hours of service fees per week).
- (d) Hourly Setup Fee: A non-refundable setup fee of £150.00 all-inclusive applies to Hourly Engagements.
- (e) Replacement Carer Fee: In the event that more than five (5) Carers are introduced to the Client within any continuous six (6) month period, the Agency reserves the right to charge a Replacement Carer Admin Fee of £150.00 all-inclusive per Carer for each introduction beyond the fifth.
6.3 Advance Billing Terms: All agency service fees for four (4) calendar weeks are strictly payable in advance by the Client following execution of this Agreement. Invoices are issued immediately upon contract signing or care booking confirmation and must be cleared within forty-eight (48) hours or prior to the care start date, whichever is sooner.
6.4 Condition Precedent: Cleared payment in full is an absolute condition precedent to care commencement. Betty Stafford’s Care reserves the right to withhold platform access and candidate introductions until advance invoices are settled.
6.5 Search Fee & Reconciliation:
- (a) Upon placing a care request, an Immediate Search & Administrative Fee of £250.00 is incurred for system setup, safety screening, identity and background verification, candidate matching, and platform administration.
- (b) Where the Client successfully engages a Carer introduced by the Agency, this £250.00 Search Fee shall be 100% waived/credited against the advance service fee invoice.
- (c) If the search is aborted or cancelled after operations have commenced or candidate profiles have been presented, the £250.00 fee becomes strictly non-refundable and payable immediately.
6.6 Direct Carer Payment: All direct care delivery fees are payable directly by the Client to the self-employed Carer. Betty Stafford's Care does not collect or process payments on behalf of Carers for their professional care services.
6.7 Payment of Agency Fees: Payment of Agency Service Fees shall be paid by the Client to Betty Stafford's Care by BACS. Payment by cheque is not accepted.
6.8 Late Payment Fees: In the event of late payment, Betty Stafford's Care reserves the right to:
- Notify the Client of the sums outstanding and confirm that payment must be made within 48 hours of the date of the notice;
- charge interest on late payments at the rate of 4% above the Bank of England base rate per annum, calculated daily from the due date until full settlement; and
- engage a third party and/or commence legal action to recover outstanding rates.
6.9 Fee Reviews: Betty Stafford's Care may review service fees from time to time. We will write to you to confirm any changes arising from our annual review and the new rates that may apply in the circumstances.
6.10 Selection and Modification of Fee Structures: The Client may select from the available fee structures to settle the fee associated with the Engagement, as set out in clause 6.1.
Rather than remitting the standard one-off Fee upon commencement, the Client may elect an hourly or daily fee structure to distribute payments across the active term of care.
The Client agrees that total sums remitted under a time-based model fluctuate according to the duration or volume of care provided, meaning total expenditure may fall below or exceed the standard fixed fee. Consequently, recurring daily fees for live-in arrangements may sum to a figure lesser or greater than the £5,000 fixed rate. Similarly, cumulative hourly fees may total more or less than the £850.00 fixed rate for hourly arrangements.
The Client retains the right to transition between available fee arrangements at any point by issuing written notice to Betty Stafford’s Care.
Any modification to the fee model applies exclusively on a prospective basis from the effective transition date and shall not apply retroactively. Fees accrued, billed, or matured prior to the effective date remain fully payable and are non-refundable, regardless of subsequent payment plan alterations.
Betty Stafford's Care will notify the Client of the revised rate schedule and the effective start date prior to implementing any payment modification.
Under no circumstances will the Client incur duplicate charges under multiple fee models for an identical service period.
7. Consumer Right to Cancel (14-Day Cooling-Off Period)
7.1 Statutory Cooling-Off Period: Consumer clients have the right to cancel this Agreement within 14 calendar days from execution ("Cooling-Off Period").
7.2 Express Request for Immediate Performance: By submitting a care request, the Client expressly instructs Betty Stafford's Care to begin introductory matching, safety screening, and administrative operations immediately.
7.3 Cancellation Fees During Cooling-Off: By requesting immediate performance, the Client agrees that if they cancel within the 14-day Cooling-Off Period after search operations have commenced, the £250.00 Immediate Search & Administrative Fee remains strictly payable and non-refundable. Once candidate profiles matching criteria are presented, introductory matching services are deemed fully performed.
8. Booking Cancellations, Contract Termination & Replacement Carers
8.1 Care Cancellation Notice: The Client must give a minimum of seven (7) calendar days' written notice to cancel or adjust any active live-in or scheduled care booking.
8.2 Replacement Carer Availability & Terms: Betty Stafford's Care cannot guarantee that a suitable replacement Carer or Companion will be available within the required timescales, nor that any replacement Carer will agree to the same rates, terms, or conditions as the previous Carer.
8.3 Substitute or Replacement Carers:
- (a) Proposal & Right-to-Work Compliance: If an engaged Carer is unable to provide services to the Client for any reason, they may nominate a suitably qualified substitute. Pursuant to Section 48 of the Border Security, Asylum and Immigration Act 2025, any proposed substitute must be submitted to Betty Stafford's Care for statutory Right-to-Work and compliance verification prior to being introduced, proposed to, or commencing an Engagement with the Client.
- (b) Onboarding & Background Vetting: Any proposed substitute must fully complete Betty Stafford's Care's registration and onboarding procedures. The Agency will conduct all required statutory background checks, including Right-to-Work, obtaining references, and qualifications, before the substitute is permitted to be introduced or commence services via the Portal.
- (c) Client Approval & Direct Contract: The Client retains sole discretion and responsibility for approving any proposed substitute and entering into a direct engagement with them. A proposed substitute is strictly prohibited from commencing services without the Client's prior explicit approval.
- (d) Agency Sourcing: Where requested by the Client, Betty Stafford's Care may independently introduce an alternative or replacement Carer.
8.4 Termination of Ongoing Agency Agreement: Either party may terminate this master Agreement by giving written notice. Following written notice of termination:
- (a) 28-Day Fee Period: Agency Service Fees shall remain due, chargeable, and payable for a period of twenty-eight (28) calendar days following the date of notice ("28-Day Fee Period").
- (b) Interaction with Booking Cancellations: The cancellation or adjustment of any specific care booking during the 28-Day Fee Period remains subject to the seven (7) calendar days' notice requirement set out in Clause 8.1. For the avoidance of doubt, valid cancellation of a care booking under Clause 8.1 will cease booking charges after the 7-day notice period, but shall not reduce or alter the Client’s obligation to pay recurring Agency Service Fees due through the end of the 28-Day Fee Period.
9. Direct Engagement, Non-Bypass Covenant & Investigative Rights
9.1 Restrictive Covenant: The Client agrees not to employ, engage, or contract directly with or make direct private arrangements with any Carer or Companion introduced by Betty Stafford's Care without notifying the Agency, during the term of this Agreement and for twelve (12) calendar months following termination or expiry ("Restricted Period").
9.2 Off-Platform Transfer Fee: If the Client breaches Clause 9.1 by engaging an introduced Carer directly or bypassing the Agency during the Restricted Period, the Client shall pay an Off-Platform Transfer Fee calculated as whichever is greater:
- (a) 100% of the Agency Service Fees that would have been payable for the arrangement based on average weekly booking volume calculated across a projected 52-week period; OR
- (b) A minimum fixed fee of £5,000.00.
9.3 Investigative Methods & Private Investigators: Where Betty Stafford's Care reasonably suspects a breach of Clause 9.1 (including off-platform bypass, undisclosed direct engagements, or private payment arrangements), the Agency reserves the absolute right to deploy investigative monitoring methods to verify and confirm compliance. This includes, but is not limited to, the engagement and deployment of licensed Private Investigators, doorstep/site checks, background audits, and direct verification inquiries. The Client agrees to fully cooperate with reasonable compliance checks.
9.4 Multi-Carer Breaches & Legal Cost Indemnity: Transfer fees apply separately per introduced Carer involved in a breach. In addition, the Client agrees to fully reimburse Betty Stafford's Care for all reasonable legal fees, private investigator fees, debt collection agency charges, and court costs incurred in investigating and recovering unpaid fees.
10. Confidentiality
10.1 Each Party shall, at all times:
10.1.1 keep confidential all Confidential Information;
10.1.2 not disclose any Confidential Information to any other party;
10.1.3 not use any Confidential Information for any purpose other than as contemplated by and subject to this Contract;
10.1.4 not make any copies of records in any way or part with possession of any Confidential Information; and
10.1.5 ensure that none of its directors, officers, employees, agents, or advisors does any act which, if done by that Party, would be a breach of the provisions of sub-Clauses 10.1.1 to 10.1.4 above.
10.2 Either Party may:
10.2.1 disclose any Confidential Information to:
10.2.1.1 any sub-contractor or supplier of that Party;
10.2.1.2 any governmental, regulatory or supervisory body; or
10.2.1.3 any employee or officer of that Party or of any of the aforementioned persons; to such extent only as is necessary for the purposes of this Contract, or as required by law, and in each case subject to that Party first informing the person in question that the Confidential Information is confidential and obtaining from that person an undertaking to keep the Confidential Information confidential (or as nearly as practicable in the terms of this Clause) and to use it only for the purposes for which the disclosure is made; and
10.2.2 disclose any Confidential Information to the extent required by any law or any other person, or to the extent concerning a Carer which results in that Carer being employed by any third party, Betty Stafford's Care and the Client agree that the fees set out in Clause 9.2 are a reasonable pre-estimate of the loss which Betty Stafford's Care will suffer as a result of such breach, and Client shall be liable to pay an amount of such fees to Betty Stafford's Care upon written demand determined by Betty Stafford's Care.
10.3 The provisions of this Clause 10 shall continue in force in accordance with the terms of this Contract following termination.
11. Data Protection
11.1 In this Clause 11:
11.1.1 "Personal Data" means personal data as defined in the Data Protection Legislation.
11.2 The parties acknowledge that for the purposes of the Data Protection Legislation, the Client is the Data Controller and Betty Stafford's Care is the Data Processor (the terms Data Controller and Data Processor have the meanings as defined in the Data Protection Legislation).
11.3 Betty Stafford's Care, in relation to any Personal Data (as defined in the Data Protection Legislation) processed in connection with the performance by Betty Stafford's Care of its obligations under this Agreement, shall:
11.3.1 process that Personal Data only on the written instructions of the Client for the purposes of carrying out the Services, and shall not transfer Personal Data outside the UK under the terms of this agreement unless the Agent is required by the laws of any member of the European Union or by the laws of the European Union applicable to the Agent to process Personal Data (Applicable Laws). Where the Agent is relying on laws of a member of the European Union or European Union law as the basis for processing Personal Data, the Agent shall promptly notify the Client of this before performing the processing required by the Applicable Laws unless those Applicable Laws prohibit the Agent from so notifying the Client;
11.3.2 ensure that it has in place appropriate technical and organisational measures, to protect against unauthorised or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to, Personal Data, appropriate to the harm that might result from the unauthorised or unlawful processing or accidental loss, destruction or damage and the nature of the data to be protected, having regard to the state of technological development and the cost of implementing any measures (those measures may include, where appropriate, pseudonymising and encrypting Personal Data, ensuring confidentiality, integrity, availability and resilience of its systems and services, ensuring that availability of and access to Personal Data can be restored in a timely manner after an incident, and regularly assessing and evaluating the effectiveness of the technical and organisational measures adopted by it);
11.3.3 ensure that all personnel who have access to and/or process Personal Data are obliged to keep the Personal Data confidential; and
11.3.4 assist the Client, at the Client's cost, in responding to any request from a Data Subject and in ensuring compliance with its obligations under the Data Protection Legislation with respect to security, breach notifications, impact assessments and consultations with supervisory authorities or regulators;
11.3.5 notify the Client without undue delay on becoming aware of a Personal Data breach;
11.3.6 at the written direction of the Client, delete or return Personal Data and copies thereof to the Client on termination of the agreement unless required by Applicable Law to store the Personal Data; and
11.3.7 maintain complete and accurate records and information to demonstrate its compliance with this clause.
12. Limitation of Liability, Force Majeure & Legal Framework
12.1 Exclusion of Consequential Loss: With the exception of death or personal injury caused by negligence, Betty Stafford's Care shall not be liable or responsible for any loss or damages of any nature, whether direct or indirect, including direct or indirect loss of profit, loss of business, loss of goodwill, or any consequential loss.
12.2 Candidate Profiles & Guidance: Particulars of Carers, their profiles, and other information provided by Betty Stafford's Care are prepared in good faith and solely for the Client's guidance. Subject always to Clause 12.1, no liability, howsoever arising, shall be accepted by Betty Stafford's Care for the accuracy or completeness of any Carer's profile or information.
12.3 Cybersecurity & Platform IT Disclaimers: Betty Stafford's Care cannot accept any liability for any losses arising from denial-of-service attacks, viruses, malicious or impairing computer programs, or other technologically harmful material that may infect the Portal, the Client's search, or the Client's computer equipment, computer programs, data, or other proprietary material due to the Client's use of the Portal or the Client downloading of any material posted on it, or on any website linked to it.
12.4 No Guarantee of Placement: Betty Stafford's Care cannot guarantee that by starting a search on the Portal the Client will find a Carer or Companion, and Betty Stafford's Care does not commit to finding a successful solution for users.
12.5 Suitability & Conduct of Carers: Any decision as to the suitability of a Carer and the decision to engage a Carer is at the sole discretion of the Client. Betty Stafford's Care will endeavour to introduce Carers to the Client who are of sound character, honest, and reliable, but cannot be held responsible for the conduct of a Carer either before, during, or after an Engagement. No liability can be accepted for loss or damage arising from any negligence, misconduct, dishonesty, conduct, or lack of skill on the part of the Carer.
12.6 Financial Liability Cap: Without prejudice to Clauses 12.1 to 12.5, the total aggregate financial liability of Betty Stafford's Care under or in connection with this Contract shall be strictly limited to the total Agency Service Fees actually paid by the Client in the twelve (12) months preceding the claim.
12.7 Force Majeure: Neither party shall be liable for any failure or delay in performing contractual obligations where such failure results from acts, events, omissions, or accidents beyond its reasonable control (including natural disasters, pandemics, governmental actions, statutory power outages, or civil unrest).
12.8 Governing Law & Jurisdiction: These terms are governed by English law, and the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from them except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and nothing in this clause deprives you of the protection of mandatory consumer laws of your country of residence.
13. Notices
13.1 Delivery & Email Requirement: All notices which are required to be given by the Client under this Contract shall be delivered in writing by email to legal@bettystaffords.co.uk. Betty Stafford's Care reserves the right in certain circumstances to deliver notices to the Client through the Portal, personally, or by first class prepaid post to the registered office or primary address of the party upon whom the notice is to be served, or any other address that the party has notified the other party in writing or by email.
13.2 Deemed Receipt: Any such notice shall be deemed to have been received: if by hand, when delivered; if by first class post, 48 hours following posting; and if by email or through the Portal, when that email or communication is sent.
Schedule 1: Comparison of Suggested Carer and Companion Tasks