Key Terms / Frequently Asked Questions 

Why do I need to sign this agreement?  

We want you to know how we work and for there to be “no surprises”. 

This document puts in writing how we will work together. 

Please note that if you are signing this agreement on behalf of the Customer, then you will become responsible for paying the fees for our Services. 

I am a ‘Funded’ customer, why do I need to sign this agreement?  

If public funding for your care needs is  withdrawn or reduced, you then become responsible for paying the fees for our services in full. 

It is therefore vital that you tell us if your funding is changing or ending. 

By giving us advance warning that your funding may be about to change; we may be able to help you defend the proposed reduction in funded care and/or we can review your care needs to ensure it meets your new budget. 

Direct Debit – Why do you want me to pay via Direct Debit?  

It is the most simple, easy and hassle-free way to pay our bills for both you and us. It means you have peace of mind that payments will be made automatically, so that you can avoid any late payment fees (see 5 below) and we can concentrate on providing the care services. 

Fees – How much will it cost? 

Our standard rates are: 

HOURLY VISITING CARE – set out in the Service Branch Price List 

LIVE-IN CARE - as advised by your Care Manager 

Fees will vary dependent on the complexity of your care needs and the number of hours/ days of Care provided to you. Live-in Care is provided for a minimum three-day period. 

Services provided on Christmas Day, Boxing Day and New Year’s Day are charged at 2.0 times the standard hourly or daily rate. 

Services provided on other Bank Holidays, Christmas Eve and New Year’s Eve are charged at 1.5 times the standard hourly or daily rate. For Hourly Services only the Christmas and New Years eve uplifts are only applied for calls after 6:00pm on those days. 

Please note that we periodically review our prices, with any changes typically coming into effect from 1 April. 

What other charges might I incur? 

Our other fees comprise: 

£100 Setup Fee – a one-off fee payable by all Hourly Care Customers where our Service will be provided for four weeks or less. This covers the costs of the initial assessment, compiling the Support Plan and preparing the services for you. 

Cancellation Fee – we require 14 days’ notice to cancel care either on an HOURLY or LIVE-IN basis. We are committed to paying our carers for calls cancelled at short notice, so if care is cancelled without the required notice being given the first 14 days of care will still be invoiced. 

Cancellation Fee due to Customer passing - In the regrettable event of a customer passing away we will reduce the cancellation charge to the first 3 days after death as we will continue to pay our carer during this period to ensure they do not have a no-fault loss of earnings. 

Planned breaks and hospitals – we need 48 hours’ notice if you want to take a planned break – such as a holiday or hospital appointment. If we do not receive 48 hours’ prior notice, we will charge for the Services planned to be delivered during the first 48 hours. It is expected that the Services will recommence on your return. If you wish to cancel the Services permanently, you must give us at least 14 days’ notice. If you do not recommence care after 12 weeks, we reserve the right to charge the termination fee in full. 

Direct employment of Carers – our Carers are extremely important to us. They are key to providing good customer service, and we invest in their training and development so that we can meet yours and our other Customers’ requirements. If you attempt to hire a Carer directly, you may be required to pay £4,000 which represents the cost of us of losing them as an employee. 

Administration Fee - £5 per invoice is charged for any Customers who do not pay via Direct Debit (please see 3 above). 

Late payment fee - £25 per invoice is charged each time you fail to pay our invoice on time, and this represents the administrative costs of recovering your late payment. In addition, we may also charge late payment interest. 

Carers’ costs – if the Carer accompanies you on excursions or incurs third party expenses directly related to delivering your care (e.g. having to pay a car parking charge because you do not have any free offroad parking for them) you will need to pay their expenses. 

Second Live-in Carer – where we assess that our Carer cannot do their work safely, we reserve the right to arrange for a second Carer to assist with your care - the costs of which will be for your account. 

Live-in Care – What else do I the Customer need to provide? 

We require that our Live-In Carers are provided with:  

Their own bedroom for their exclusive use, so they can have appropriate rest and personal time. 

Two hours’ break time during each day, during which they will be free to leave the property. Please note that your standard Live-in Fees do not include the Cost of providing another carer during this period. We often find that either friends or family are willing to assist during this period or we can arrange additional care at an extra charge. 

Food to the value of a minimum £40 per week to maintain their health and wellbeing 

Car insurance and related matters 

If you wish our carer to drive you or your loved one around in either your or their vehicle you must ensure that you or they are adequately insured, the vehicle is road worthy, and the carer holds the appropriate licence. In the event of an accident the costs of any claim will be for you and your insurer to settle. This term applies to both our Live-in and Hourly Carers. 

Refunds and Disputes – How does this work? 

We want you to be happy with the service we provide to you and your loved one. In the event something goes wrong or is not to your liking, please contact your Care Manager at the earliest opportunity. 

Personal Data – What will you use my information for? 

Your information is personal to you, and we will keep it safe and confidential at all times. We will never share or sell your information outside of Beehive Care & Training Group Ltd unless you give us explicit permission to do so (or it is a legal requirement for us to do so). 

What if I change my mind and want to cancel? 

You have the right to change your mind and to immediately cancel for any reason in the first 14 days. If you do so, we may still charge the Setup Fee of £100 and fees for the days during which the Services were delivered. 

After the first 14 days, you must give us at least 14 days’ notice to cancel (see above for Cancellation Fee) 

1. Introduction
These Terms and Conditions form part of the legally binding agreement between you (the Customer) and 
Beehive Care & Training Group Ltd ("Beehive", "we", "us", "our"). By accepting services, you agree to be 
bound by these Terms and Conditions.

2. Services
Services are provided in accordance with your agreed Support Plan, Risk Assessments and Beehive’s 
Policies, Procedures and Standard Operating Procedures (SOPs).

3. Policies and SOPs (Precedence Clause)
All services are delivered in line with Beehive Care & Training Group Ltd’s Policies, Procedures and SOPs.
Where there is a conflict between this Agreement and any Policy or SOP required to meet legal or regulatory 
obligations, the Policy or SOP shall take precedence.
Copies or summaries of relevant customer‑facing policies may be made available upon request. Internal 
operational procedures, staff guidance and detailed SOPs are for internal use only and are not routinely 
shared.

4. Customer Responsibilities
You agree to:
• Provide accurate, complete and up‑to‑date information
• Follow agreed risk management, safety and safeguarding measures
• Treat staff with dignity and respect at all times
• Maintain a safe environment for staff to work in
• Failure to comply may result in suspension or termination of services.

5. Fees and Payments
Fees are calculated in accordance with the agreed Service Agreement, Support Plan and the applicable 
Branch Price List (Hourly Care) or Live‑in Care Quotation, which are provided to you before services 
commence.
5.1 Standard Charges
• Hourly Visiting Care – charged at the rates set out in the applicable Branch Price List
• Live‑in Care – charged at the daily or weekly rate confirmed in your Live‑in Care quotation
• Charges vary depending on the complexity of care, time of day, and duration of services
5.2 Bank Holiday Charging
From 1 April 2026, Beehive Care & Training Group Ltd does not apply enhanced or premium rates for Bank 
Holidays.
All care delivered on Bank Holidays, including Christmas Eve, Christmas Day, Boxing Day and New Year’s 
Day, is charged at the standard hourly or daily rate, unless an alternative arrangement has been expressly 
agreed in writing as part of a bespoke care package.
5.3 Set‑Up Fee
A non‑refundable £100 set‑up fee applies to Hourly or Live‑in Care packages where services are provided 
for four weeks or less. This covers the cost of:
• Initial assessment
• Compiling the Support Plan and Risk Assessments
• Preparing and arranging care delivery
5.4 Deposits
A two‑week deposit may be required before services commence. This deposit is used to cover outstanding 
fees if invoices remain unpaid and ensures carers are paid for care already delivered.
5.5 Cancellations and Notice Charges
• A minimum of 28 days’ notice is required to cancel care services
• If insufficient notice is given, services scheduled during the notice period will be charged in full
In the event of a customer passing away, charges will be limited to the first three days following death to 
ensure carers do not suffer a no‑fault loss of earnings.
5.6 Hospital Admissions and Planned Breaks
• 48 hours’ notice is required for planned breaks or hospital admissions
• Where insufficient notice is given, the first 48 hours of planned care will be charged
• For unplanned hospital admissions, a 50% retainer fee applies after the first 48 hours until discharge 
to ensure care can safely recommence
5.7 Additional Charges
You may also be charged for:
• Late payment fees (£25 per invoice)
• Administration fee (£5 per invoice) where Direct Debit is not used
• Interest on overdue invoices in line with statutory rates
• Carer expenses incurred while supporting you (e.g. parking, transport, entry fees)
• Second carer provision where required for safety or risk management
• Direct employment of carers – a recruitment fee of £4,000 applies if you employ or engage a 
Beehive carer directly without agreement
5.8 Invoicing and Payment Terms
• Invoices are issued fortnightly in arrears
• Payment is due within 7 days of invoice date unless otherwise agreed
• Failure to pay may result in suspension or termination of services

6. Cancellation and Notice
Notice periods, cancellations and retainer fees are set out in your Service Agreement. Retainer fees may 
apply during hospital admissions or temporary suspension of care.

7. Suspension and Termination of Services
Beehive Care & Training Group Ltd reserves the right to suspend or terminate services immediately where:
• There is a safeguarding concern or unmanaged risk
• Staff safety or wellbeing is compromised
• Verbal abuse, harassment, discrimination or threatening behaviour occurs
• Fees are not paid in accordance with the agreement

8. Staff Safety and Zero Tolerance
Any form of verbal abuse, threats, harassment, discrimination or behaviour that places staff at risk will be 
treated as a serious breach of this Agreement and may result in immediate progressive enforcement 
action, including reminder notices, suspension of services, recovery of outstanding sums, application of 
interest and fees, and ultimately termination of services where payment remains outstanding or payment 
plans are not adhered to

9. Equality and Reasonable Adjustments
Beehive Care & Training Group Ltd complies fully with the Equality Act 2010. Reasonable adjustments will be 
made where required, provided they do not compromise safety, regulatory compliance or staff welfare.

10. Record‑Keeping and Evidence
Records maintained by Beehive Care & Training Group Ltd, including care notes, risk assessments, incident 
records and communications, shall be treated as accurate unless proven otherwise.

11. Recruitment of Staff
Customers must not solicit, employ or engage Beehive staff directly during or following the provision of 
services. Breach of this clause may result in a recruitment fee as set out in your Service Agreement.

12. Complaints
Complaints will be managed in line with Beehive’s Complaints Policy. A copy is available upon request.

13. Variation of Terms
Beehive Care & Training Group Ltd reserves the right to update these Terms and Conditions to reflect 
changes in legislation, regulation or business operations. Customers will be notified of any material changes.

14. Force Majeure
Beehive Care & Training Group Ltd shall not be liable for failure to deliver services where this is due to events 
beyond reasonable control, including but not limited to severe weather, public emergencies or disruption to 
essential services.

15. Entire Agreement
This Agreement, together with the Service Agreement, Support Plan, Risk Assessments and Beehive Care & 
Training Group Ltd’s Policies and SOPs, constitutes the entire agreement between the parties and 
supersedes any prior discussions, representations or agreements, whether oral or written.

16. Limitation of Liability
Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, fraud 
or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Subject to the above, Beehive Care & Training Group Ltd shall not be liable for any indirect, consequential or 
economic loss, including loss of income, loss of opportunity or reputational loss, arising from the provision of 
services.

17. Withdrawal for Breakdown of Trust
Beehive Care & Training Group Ltd reserves the right to suspend or terminate services where the relationship 
of trust and confidence between the parties has irretrievably broken down, including but not limited to 
persistent hostility, unreasonable conduct or behaviour that undermines safe and effective service delivery.

18. Governing Law
This Agreement is governed by and construed in accordance with the laws of England and Wales.
These Terms and Conditions should be read in conjunction with Beehive Care & Training Group Ltd’s 
Policies, Procedures and SOPs, including Safeguarding Adults, Lone Working, Complaints Handling, Risk 
Assessment & Care Planning, Equality, Diversity & Inclusion, and Data Protection & Confidentiality.
Customer‑Facing Policies Available on Request
To support transparency and understanding, Beehive Care & Training Group Ltd will make copies or 
summaries of the following customer‑facing policies available upon request:
• Complaints Policy
• Safeguarding Adults Policy (summary version)
• Privacy Notice / Data Protection Policy
• Equality, Diversity & Inclusion Policy
• Whistleblowing Policy (summary version, where relevant)
Customers or their representatives may request copies by emailing info@bct-group.co.uk.
Please note that these policies are live documents and are reviewed and updated in line with 
legislation, regulation and business requirements. Any copies provided are accurate at the time of 
printing or download only. The most up‑to‑date versions are held by Beehive Care & Training Group 
Ltd and will be provided upon request.
Internal operational procedures, detailed Standard Operating Procedures (SOPs), staff guidance documents, 
risk‑scoring tools, escalation frameworks and HR procedures are for internal governance and regulatory 
purposes only and are not routinely shared with customers or representatives