Cancellation and Fees

Your first four weeks

Your first four weeks of care are a trial period, for you and for us. Either side can end the care with seven days notice during those first four weeks. If it is not right, we will help you find another provider rather than leave you stuck. We would rather you found the right fit than felt locked in.

Ending care after the trial period

After the first four weeks, ending your care package needs four weeks notice from either side. You can tell us in writing or by phone. We will not charge for any care that has not been delivered after the end date.

Cancelling a single visit

Cancelling a single visit is free if you give us more than 24 hours notice. If you cancel with less than 24 hours notice, the full visit fee is payable, because the carer has already been booked and may have turned down other work to be there. To cancel a visit, call us on 0118 391 3542 as early as you can.

Live in care

Live in care has its own terms, because it works differently from visiting care. The notice periods, fees and arrangements for live in care are set out in your care agreement. We will go through them with you before live in care starts, so nothing is a surprise.

Pausing care

Care can be paused, for example for a hospital stay or a holiday. For a short period, we can hold the care at a reduced rate by agreement. For a longer pause, we will talk through what works best and agree it with you in writing. We would rather sort it out properly than leave you guessing.

Reducing your hours

If you need to reduce the number of hours or visits, we ask for notice so we can plan the team fairly. The notice period for reducing hours is set out in your care agreement, because it depends on the package. We will always try to be flexible when we can.

Visits during a notice period

Visits that fall during a notice period, whether you are ending the care or reducing it, are still charged as normal. The notice period is there so we can plan the team fairly, and the visits within it still go ahead unless you cancel them individually with more than 24 hours notice.

Fees and fee reviews

Our fees are reviewed once a year. If they are going up, we will give you notice in advance so you can budget for it. We will never change the rate without telling you first.

How you are invoiced

You are invoiced fortnightly, after the care has been delivered, never in advance. The invoice covers the visits that have already happened in the previous two weeks. Invoices are payable within the period shown on the invoice itself.

How to pay

After the first few weeks of care, we ask for payment by Direct Debit. Where Direct Debit is not possible, we accept bank transfer or cheque, with a small administration charge to cover the extra handling. We do not take card payments. If you are unsure about any of this, we will talk you through it before care starts.

Mileage

Mileage is charged per mile at the rate set out in your care agreement. The exact rate depends on where the visits are and how far the carer travels. It is listed in your agreement so you can see it at any time.

If the person receiving care dies

We are sorry for your loss. If the person receiving care dies, the agreement ends and there are no further charges. You do not owe us anything for care that has not been delivered, and we will not send you a final bill. We will simply help you wind things down gently and quietly.

Last checked against our care agreement: September 2026

Your care agreement is the full and binding version. We go through it with you before care starts, and if anything here ever differs from it, your agreement is what counts.

Our full policy is available on request. Call 0118 391 3542 or email care@apexcaring.co.uk.

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