Sometimes, Things Change.



Cancellation of services - private contracted clients

If a private client wishes to cancel or amend any services booked with Independent Care & Support Ltd, the client must provide Independent Care & Support Ltd with sufficient notice by contacting the team via telephone or email. If the client fails to give such notice Independent Care & Support Ltd reserves the right to charge the full charge payable for the carer’s shift.

Refund of payments made for services

Payments made in advance by the client for services that are not delivered or not delivered in full:

Where a payment has been made in advance for the service commencing and the service does not commence or the full commissioned hours that were paid for are not provided, a refund should be requested in writing to Independent Care & Support Ltd. A refund will be processed within 7 working days of the refund request being made.

Duplicate payments of invoices:

-In the unlikely event a client makes a duplicate payment for the same invoice, Independent Care & Support Ltd will process a refund within 7 working days following a written request by the client. The refund may be processed sooner if Independent Care & Support Ltd identify the duplicate payment.

Invoice queried after payment made:

-If a client pays an invoice and subsequently then believes the invoice to be inaccurate, the invoice query will need to be raised with the Independent Care & Support Ltd to be investigated and resolved. If a refund is approved following investigation, the refund will be processed within 7 working days of the query being resolved.

Refund of payments made by client care staff as part of application process

Where payment has been received and Independent Care & Support Ltd have carried out the DBS check incurring the cost, no refund will be due under any circumstances. If however, a request is made by the applicant prior to the DBS check being carried out a refund will be processed. This refund will need to be requested by the applicant in writing to the local Independent Care & Support Ltd branch who processed the original payment. All refunds will be processed within 7 working days once approved.