Policies & Information
Customer Terms
Plain-English terms for regular and one-off practical support. These terms are intended to keep arrangements clear and fair.
1. The service
On Hand provides friendly, practical, non-personal-care support in and around the home. Regular customers reserve an agreed weekly slot, while priorities can change from week to week within the agreed service. Tasks are completed within the booked time.
2. Regular arrangements and prices
Regular support runs in rolling four-week periods, paid in advance, with no annual contract. A one-hour weekly visit is £30 (£120 every four weeks), a two-hour visit is £58 (£232 every four weeks), and a three-hour visit is £84 (£336 every four weeks). One-off work starts at £36 per hour. Extra-work rates for regular customers are £34, £33 and £32 per hour for the one-, two- and three-hour packages respectively. Larger jobs may be quoted separately.
3. Bookings, reservations and payment
No regular-service payment is due until the start date and first four-week period are confirmed. One-off appointments become payable once the date, time and price are agreed. Additional work, materials, disposal and separately quoted jobs are charged separately. A clear invoice or payment record is provided.
4. Availability and closures
Enquiries are open. Visit days, times and start dates are agreed individually with Matt before a booking is confirmed. An enquiry does not guarantee a particular appointment or start date. Planned closures are shared as early as reasonably possible, and customers are not charged for visits On Hand does not provide.
5. Cancellations and compassionate circumstances
With at least 48 hours’ notice, On Hand will try to rearrange a visit within the same four-week period, subject to availability. With less notice, the visit is normally treated as used. Hospital admission, serious illness, bereavement, a move into care and comparable circumstances are handled compassionately; normal terms may be waived and unused prepaid visits may be credited or refunded where appropriate. If On Hand cancels, a replacement visit or credit is offered.
6. Materials, shopping and customer money
Ordinary cleaning products and general tools may be supplied where appropriate. Customer-specific parts, materials, consumables, disposal or specialist hire are charged at cost or as agreed in a quote. Purchases above £25 need prior agreement unless expressly authorised in an emergency. Receipts are provided or recorded. On Hand will never ask for a PIN, banking password or security code, manage online banking or manage a customer’s financial affairs. Customers enter their own passwords and payment details during digital-support visits.
7. Boundaries and safety
On Hand does not provide personal or intimate care, meal preparation or feeding support, medication administration, clinical work, formal social-care assessments, financial management, specialist regulated trade work, unsafe moving or handling of people, or work outside competence, insurance or the agreed scope. Confidential personal information will not be entered into AI tools. Customers should disclose known hazards, unsafe access or aggressive pets. A visit may be stopped or postponed where it cannot be completed safely or lawfully.
8. Privacy and communication
The customer remains at the centre of the service. Routine updates are shared with family or representatives only with the customer’s permission. Information may be shared without consent where necessary for safeguarding, serious risk, legal obligation or an emergency.
9. Ending the service and concerns
Either party can normally end regular support with four weeks’ notice, or sooner by agreement. On Hand may end immediately for serious abuse, unsafe behaviour, persistent non-payment, repeated boundary breaches, fraud, or where the service cannot be provided safely or lawfully. Concerns can be raised with Matt by phone, text, WhatsApp or email and are handled under the Complaints & Concerns procedure.
10. Agreement
Starting or continuing paid On Hand support confirms acceptance of these terms. The onboarding pack records the agreed package, schedule and individual arrangements.