Access Your Care Day Club, Peripatetic Outreach Offer
Terms and Conditions
These Terms and Conditions explain how our service offer works, what you can expect from us, and what we ask from your in return.
Please read them carefully before completing the registration form or booking a session.
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These terms and Conditions are between:
The Provider: Access Your Care Limited, trading as Access Your Care / AYC
The Attendee: the person attending The Service
The Representative: the person completing the registration form, arranging attendance, managing payments, or acting on behalf of the Attendee where appropriate.
Where these terms refer to “you”, this may mean the Attendee, the Representative, or both, depending on the circumstances.
Where a Representative is completing the registration form or accepting these terms on behalf of the Attendee, they confirm that they have appropriate authority to do so, or that the terms have been explained to the Attendee and they agree to proceed.
Where The Service is provided alongside, or in connection with, any other AYC service, separate or additional terms and conditions may also apply to those services.
If there is any conflict between these Terms and Conditions and any other AYC terms, the terms specific to The Service being delivered will apply. For the Day Club, any agreed peripatetic outreach support linked to ‘The Service’, and any other services agreed by AYC as part of ‘The Service’, these Terms and Conditions will apply unless AYC confirms otherwise in writing.
For the avoidance of doubt, the payment and cancellation terms set out in these Terms and Conditions will apply to ‘The Service’ and will take priority over any other AYC payment terms unless AYC expressly agrees otherwise in writing.
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1. What certain words mean in these Terms and Conditions
In these Terms and Conditions, the following words and phrases have the meanings set out below:
AYC, we, us or our means Access Your Care Limited, trading as Access Your Care / AYC.
You or your means the person entering into these Terms and Conditions with AYC. This may include the Attendee, a family member, representative, attorney, deputy, person arranging The Service, or person responsible for payment, depending on the circumstances.
Attendee means the person who is attending or receiving The Service.
The Service means the Day Club, any agreed peripatetic outreach support, and any related services that AYC agrees to provide as part of, or alongside, the Day Club or peripatetic outreach support offer.
Day Club means the community-based day service provided by AYC, including agreed sessions, activities, support, refreshments, lunch arrangements, trips, transport or other related support where these have been agreed.
Peripatetic outreach support means any agreed short-term, one-off, replacement, outreach or home-based support provided by AYC alongside, or instead of, a Day Club session.
AYC Team means AYC staff, volunteers, students, community contributors and any other individuals supporting The Service under AYC’s direction or supervision.
Session means any booked Day Club session, peripatetic outreach visit, transport arrangement, trip, activity, trial session, extended session or other agreed part of The Service.
Service Schedule means any written service information, pricing sheet, booking confirmation, registration form, email, letter or other written information provided by AYC which confirms the details, fees, dates, times or arrangements for The Service.
Charging period means the period for which fees are collected or charged in advance, usually monthly unless AYC agrees otherwise in writing.
Working day means Monday to Friday, excluding bank holidays. Where a notice period refers to working days, notice must be received during AYC’s normal office hours of 9:00am to 5:00pm. Notices received outside these hours will be treated as received on the next working day.
Writing or written includes letter, email, text message, online form, booking form, registration form, AYC service record or any other clear written or electronic communication accepted by AYC.
Agreement or agreed means something confirmed in writing, verbally, electronically, through a form, through AYC’s records, or by another clear method of communication. Where a charge or service has been explained in advance, agreement may also be shown by accepting or using the relevant service.
Fees means the charges payable for The Service, including session fees, trial session fees, lunch, transport, trips, additional support, mileage, enhanced support, cancellation charges, notice period charges, or any other charges agreed with AYC or set out in these Terms and Conditions or The Service Schedule.
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2. About The Service
The Day Club is a community-based group support service for individuals living with dementia, memory difficulties or similar support needs.
The Day Club is designed to provide a safe, welcoming and engaging environment, with activities, social interaction, light support and respite for carers.
The Day Club is not intended to replace specialist care, nursing care, residential care, ongoing domiciliary care, or high-dependency support.
Peripatetic outreach support is a separate, flexible support option that may be agreed by AYC where an individual is unable to attend the Day Club, where short-term or one-off support is requested, or where a replacement or additional support option may be helpful for the Attendee or their carer.
Peripatetic outreach support may include agreed one-to-one support in the person’s own home or another agreed setting, such as companionship, wellbeing support, meaningful activity, light practical support, carer respite, or support linked to the wider Day Club offer.
Peripatetic outreach support is not guaranteed and must be discussed and agreed separately with AYC. It remains subject to assessment, suitability, staff availability, location, timing, fees, risk considerations and AYC’s ability to provide the support safely and appropriately.
The Day Club is not a CQC-regulated care home or registered day service. Where separate home-based or peripatetic outreach support is requested, this must be discussed and agreed separately with AYC. Depending on the nature of the support provided, home-based support may fall within Access Your Care’s domiciliary care registration and may be subject to separate assessment, availability, terms, fees and arrangements.
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3. What is included
The Day Club may include:
• A planned day club session
• Activities and social engagement
• Drinks and refreshments
• Support from trained staff
• Light support with mobility and daily routines
• Low-level support with eating and drinking where appropriate
• Low-level medication support where agreed in advance
• Lunch at an extra cost or included as part of the current service offer
• Transport, where separately requested and agreed at an extra cost or included as part of the current service offer
The peripatetic outreach support may include:
• The 1:1 support provided during the visit and mileage to the location of the session when within North Somerset. Where additional mileage or travel-related costs are incurred, these may be charged separately in line with AYC’s fees.
The exact session length, available days, current fees, lunch arrangements, transport options and any additional services will be set out in the current Service Schedule, pricing information, booking confirmation, or other written service information provided by AYC.
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4. Suitability and acceptance onto The Service
Completion of a registration form does not automatically confirm a place in The Service.
Before confirming attendance, AYC may review the information provided, speak with the Representative, Attendee, family members or professionals where appropriate, and consider whether The Services can safely and appropriately meet the Attendee’s needs within a group-based setting.
The key consideration is not simply the presence of a need, but the level, frequency and intensity of support required, and whether this can be safely provided within The Service while maintaining a positive, safe experience for all attendees.
AYC may decline, delay, pause, review or end attendance where we reasonably believe that:
• The Day Club is not the right environment for the Attendee
• The peripatetic outreach session location is not the right environment for our staff
• The level of support required is beyond what The Service can safely provide
• The Attendee’s needs have changed
• There is a risk to the Attendee, other attendees, staff, volunteers or visitors
• Required information has not been provided
• Payment arrangements are not in place
• The Service is unable to operate safely or sustainably
Where possible, we will discuss concerns with you before making a decision and may suggest alternative options or signposting to North Somerset Simply Connect or Care Connect.
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5. Trial sessions
AYC may offer a trial session where appropriate.
A trial session helps us understand whether The Service is suitable for the Attendee and whether any reasonable adjustments may support successful attendance.
A trial session does not guarantee an ongoing service. Following a trial session, AYC may confirm suitability, suggest adjustments, recommend further discussion, or decide that The Service is not appropriate.
Any fee for a trial session will be confirmed before the session takes place. Where the individual continues with The Service, this will usually be collected as part of the first Direct Debit payment. Where a one-off payment is required, this may be invoiced separately and must be paid in advance or where this is not possible, payment is to be received within 7 days by BACS or debit card.
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6. Information we need from you
To provide The Service safely, we need accurate and up-to-date information.
You agree to provide information requested by AYC, including where relevant:
• Contact details
• Emergency contact details
• Health information
• Dementia or memory-related information
• Mobility and falls information
• Allergies
• Eating, drinking and dietary requirements
• Medication information
• Continence and toileting needs
• Communication needs
• Emotional triggers or known anxieties
• Any relevant professional involvement
• Any other information reasonably needed to support safe delivery of The Service or attendance at The Service
If information is missing, inaccurate or out of date, AYC may be unable to provide The Service or may need to pause attendance until the information has been reviewed.
You agree to tell us promptly if the Attendee’s needs, health, mobility, medication, behaviour, risks, contact details, emergency contacts or funding arrangements change.
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7. Support with personal care and daily routines
The Service can consider some support needs where these can be managed safely and proportionately within a group or 1:1 setting.
This may include guidance, prompting, reassurance, light assistance and support with daily routines.
The Service is not designed to provide continuous one-to-one support, high levels of personal care, complex manual handling, nursing care, or clinical interventions.
The use of mechanical equipment, including hoists, is not supported by The Service.
Where an Attendee requires regular or high levels of hands-on support, this will need to be discussed before attendance is confirmed or continued.
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8. Eating, drinking and dietary requirements
The Service may support individuals who benefit from encouragement, prompting or some assistance with eating and drinking, where this can be safely managed within the session.
All allergies, dietary requirements and swallowing needs must be disclosed before attendance.
Individuals requiring food or drink aligned to the IDDSI framework can only be supported following prior review by AYC and receipt of a copy of a relevant assessment or guidance. AYC must be satisfied that the support can be provided safely and appropriately within The Service. Any such food or drink must be fully prepared and provided for the AYC Team to assist safely, unless AYC agrees otherwise in writing.
AYC reserves the right to decline to provide or support food or drink where we reasonably believe it cannot be done safely within any service setting.
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9. Medication support
The Service may provide very low-level medication support only, where agreed in advance.
Medication support may include prompting, supervision or simple administration during the session, where this can be safely managed by the team.
Medication will only be supported where it is supplied in original pharmacy-labelled packaging or pharmacy-filled MDS packaging, as required by AYC.
Staff will log medication in and out of The Service and record any medication support provided during the session.
AYC may decline to support medication where the arrangements are unclear, unsafe, incomplete, not properly labelled, time-critical in a way that cannot be safely managed, or beyond The Service’s capability.
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10. Emergency situations, first aid and CPR
AYC is not an emergency medical service and The Service does not provide clinical emergency treatment.
In the event of a medical emergency, accident, serious deterioration, collapse or suspected cardiac arrest, AYC will take reasonable steps to respond appropriately. This may include contacting emergency services, following emergency service instructions, contacting the Attendee’s emergency contact or representative, providing basic first aid, and taking other reasonable steps within the training, competence and role of the staff present.
The AYC team may provide basic first aid and/or CPR where the person responding is trained, able and it is safe and appropriate to do so. CPR may be provided under the guidance of the emergency services and in line with the responder’s training, competence, available information, role within The Service, and the circumstances at the time.
AYC cannot guarantee that CPR or any particular emergency intervention will be attempted, appropriate, successful, or able to be carried out in every situation.
You must tell AYC in advance about any known medical risks, emergency plans, DNACPR decisions, ReSPECT forms, advance decisions, or other relevant instructions relating to emergency care. Copies of any relevant documents must be provided to AYC before attendance wherever possible.
Nothing in this section excludes or limits AYC’s liability for death or personal injury caused by negligence, or any other liability that cannot legally be excluded or limited.
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11. Staffing and Volunteers
AYC staff, volunteers, students and community contributors may all form part of the wider service delivery model.
AYC will determine the appropriate mix of paid staff, volunteers and other contributors for each session, taking into account the number of attendees, individual support needs, planned activities, the environment, and the safe operation of The Service.
Paid AYC staff will retain overall responsibility for oversight, safety and the running of the session. Volunteers, students and community contributors may support activities, companionship, engagement and other appropriate tasks, but will only do so within agreed role boundaries and under appropriate supervision.
Staff and volunteers will receive information, guidance or training appropriate to their role. Relevant recruitment and safeguarding checks, including DBS checks where appropriate, will be completed in line with AYC procedures and applicable guidance.
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12. Respectful behaviour and safety
We ask all attendees, representatives, families, carers and visitors to treat staff, volunteers, other attendees and visitors with dignity and respect.
AYC may review, pause or end attendance where there is behaviour that creates a significant or unmanaged risk to the Attendee, other attendees, staff, volunteers or visitors.
This includes, but is not limited to, aggression, threats, harassment, repeated unsafe behaviour, refusal of essential support, or any situation where staff cannot safely manage the environment.
We will always aim to approach concerns sensitively and proportionately.
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13. Enhanced support and staffing ratio fees
AYC’s usual staffing model for the Day Club is based on a group setting, with staffing planned by reference to the number of Attendees, the layout of the session, the activities taking place, and the level of support reasonably required.
The usual planning ratio for the Day Club is up to 1 member of the AYC Team to 4 Attendees. However, some Attendees may require a lower staff to attendee ratio because of their individual needs, risks or presentation. This may include, for example, additional support with toileting, mobility, transfers, falls risk, eating and drinking, communication, anxiety, supervision, behaviour, health related needs, or any other assessed need which means additional staff support is required to deliver The Service safely, appropriately and with dignity.
Where AYC reasonably considers that an Attendee requires additional staff support, enhanced supervision or a lower staff to attendee ratio, AYC may apply an enhanced support fee or staffing ratio supplement. The amount of any such fee will be set out in the Service Schedule, pricing information, booking confirmation or other written information provided by AYC.
This fee is not a penalty. It reflects the additional staffing resource needed to support the Attendee safely and appropriately, while also maintaining a safe, calm and positive environment for other Attendees, staff, volunteers and visitors.
The enhanced support fee may apply for individual Sessions, specific attendance patterns, trial Sessions, peripatetic outreach support, or on an ongoing basis, depending on the Attendee’s assessed needs and the staffing required.
Where an enhanced support fee applies, AYC will explain this to you before the fee is charged wherever reasonably possible. AYC may review the fee from time to time if the Attendee’s needs change, if the attendance pattern changes, or if AYC considers that the staffing requirement has increased or reduced.
Where a lower staff-to-attendee ratio is required for an Attendee, the enhanced support fee may still apply even where overall attendance numbers are lower than expected or where other Attendees cancel. This is because the additional staffing requirement is linked to the Attendee’s individual support needs and the safe delivery of The Service, rather than only the total number of people attending.
If AYC reasonably considers that the required staffing ratio cannot be provided safely, appropriately or sustainably, or if the enhanced support fee is not agreed or paid where required, AYC may decline, delay, pause, reduce or end The Service in line with these Terms and Conditions.
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14. Fees and payment
Fees are charged in accordance with the current Service Schedule, pricing information, booking confirmation, or other written information provided by AYC.
Prices may vary depending on the session type, level of support, lunch options, transport, mileage, trial sessions, additional services, enhanced support arrangements, or other agreed services.
For all services delivered, unless otherwise agreed in writing, ongoing payments are made in advance by Direct Debit only.
Any fee, or reduced fee, for a trial session will be confirmed before the session takes place. Where the individual continues with The Service, this will usually be collected as part of the first Direct Debit payment. Where a one-off payment is required, this may be invoiced separately and must be paid within 14 days by BACS or debit card.
Payment may be required in advance, either monthly, per booking period, or in another arrangement confirmed by AYC.
AYC may use a third-party payment provider to collect Direct Debit payments.
If a Direct Debit fails, payment is cancelled, or fees remain unpaid, AYC may pause or cancel any or all services until suitable payment arrangements are in place. AYC reserves the right to do so at its discretion where payment arrangements are not maintained.
AYC may change its fees from time to time. Where this happens, AYC will provide reasonable written notice before the change takes effect.
If you are unhappy with a proposed fee increase, you may contact us to discuss your options, including ending The Service in line with the cancellation arrangements.
AYC does not provide financial advice. If you need advice about funding or paying for care or support, you may wish to contact the Local Authority, Citizens Advice, or MoneyHelper.
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15. Opening periods, planned closures and changes to sessions
The Service is not guaranteed to operate every day or every week of the year.
AYC will confirm the usual days, times and availability of The Service through the Service Schedule, booking information or other written service information provided by AYC.
To support safe staffing, service quality, staff wellbeing, training, annual leave planning and the sustainable operation of The Service, AYC may close The Service for planned closure periods during the year.
Unless AYC confirms otherwise in writing, planned closure periods may include:
• Up to 2 weeks during the Christmas and New Year period; and
• Up to 2 weeks during the summer holiday period, on dates chosen by AYC.
AYC will give as much advance notice as reasonably possible of planned closure dates.
AYC may also close, pause, reduce, change or cancel sessions from time to time where AYC considers this necessary or appropriate. This may include, for example, staff training, staff availability, venue availability, low attendance, illness, health and safety issues, safeguarding concerns, adverse weather, transport disruption, operational reasons, or other circumstances affecting the safe, appropriate or sustainable delivery of The Service.
Where closure or change is needed at short notice, AYC will notify you as soon as reasonably possible.
Where AYC cancels a paid session and no suitable alternative session or service is provided, any payment already made for that session will usually be credited against the next charging period or a future booking. Where a credit is not appropriate, for example where no further sessions are booked or available, AYC will process a refund where required.
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16. Arrival, collection and leaving arrangements
AYC will confirm the scheduled start and end time for each Session in the Service Schedule, booking confirmation or other written service information.
To support the safe, calm and organised running of The Service, you must not arrive before the scheduled start time of the Session unless this has been agreed with AYC in advance.
AYC may not be able to allow you into the venue before the scheduled start time. This is because the AYC Team may still be setting up the room, preparing activities, completing safety checks, receiving staff handover, or otherwise preparing The Service.
Where you arrive before the scheduled start time, responsibility for the Attendee remains with you until AYC confirms that the Attendee has been received into The Service. Attendees must not be left unattended in the car park, entrance area, lobby or any other part of the venue before being received by the AYC Team.
Please also note that car parking, drop-off space and lobby space may be limited. We therefore ask that all arrival and leaving arrangements are managed calmly and promptly, with consideration for other Attendees, visitors, residents, staff and venue users.
For the end of the Session, you may arrive up to 30 minutes before the scheduled end time to support collection, handover and leaving arrangements. However, you must not arrive later than 15 minutes before the scheduled end time unless this has been agreed with AYC in advance.
This does not mean that the Session ends 15 minutes early. The final part of the Session is used to support Attendees to finish activities, gather belongings, complete any handover, say goodbye, and leave the venue safely and calmly before the Session closes.
The AYC Team’s working time for the Session ends at the scheduled end time. It is therefore essential that all Attendees have left the venue by the scheduled end time of the Session.
If you arrive late, or if the Attendee has not left the venue by the scheduled end time, AYC may need to use additional staff time or take other reasonable steps to keep the Attendee safe. AYC may charge for any additional staff time, transport, venue-related cost or other reasonable cost incurred as a result of late collection or late leaving.
Repeated early arrivals, late arrivals for collection, late leaving, or failure to follow the arrival and leaving arrangements may result in AYC reviewing the Attendee’s booking, attendance pattern, transport arrangements, suitability for The Service, or whether The Service can continue.
Where transport is arranged or provided by AYC, separate arrival, collection and leaving arrangements may apply and will be confirmed by AYC where relevant.
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17. Cancellations by You
This section applies where you wish to cancel one or more individual booked sessions but continue with The Service. It does not apply where you wish to end regular attendance or cancel The Service completely. Ending regular attendance or cancelling The Service is dealt with separately under the “Ending The Service” section below.
We understand that plans can change. However, The Service relies on staffing, venue planning, lunch arrangements, activities and limited spaces being planned in advance. This individual session cancellation policy is designed to be fair and transparent while allowing The Service to operate safely and sustainably.
For the purposes of this section, “working days” means Monday to Friday, excluding bank holidays. Notice must be received during AYC’s normal office hours of 9:00am to 5:00pm. Notices received outside these hours will be treated as received on the next working day.
Cancelling with at least 7 working days’ notice:
If you cancel any part of The Service with at least 7 working days’ notice before the scheduled session start time, no session charge will apply.
Cancelling with less than 7 working days’ notice but more than 2 working days’ notice:
If you cancel any part of The Service with less than 7 working days’ notice, but more than 2 working days’ notice before the scheduled session start time, AYC will charge 50% of the session fee.
Where suitable and available, you may request for a cancelled Day Club session to be replaced with a peripatetic outreach session. This is not guaranteed and remains subject to AYC’s agreement, staff availability, location, suitability, and our ability to deliver The Service safely and appropriately. Where a peripatetic outreach session is agreed in place of the cancelled Day Club session, the charge will be the higher of the applicable Day Club session fee at the 50% cancellation fee or the applicable peripatetic outreach session fee at the time.
If a peripatetic outreach session is not available, or if you choose not to use this option for any reason, including where the available session time is not suitable, the normal cancellation charge set out in this section will apply.
Cancelling with 2 working days’ notice or less:
If you cancel any part of The Service with less than 2 working days’ notice, before the scheduled session start time, AYC will charge 100% of the session fee.
Where suitable and available, you may request for a cancelled Day Club session to be replaced with a peripatetic outreach session. This is not guaranteed and remains subject to AYC’s agreement, staff availability, location, suitability, and our ability to deliver The Service safely and appropriately. Where a peripatetic outreach session is agreed in place of the cancelled Day Club session, the charge will be the higher of the applicable Day Club session fee or the applicable peripatetic outreach session fee at the time.
If a peripatetic outreach session is not available, or if you choose not to use this option for any reason, including where the available session time is not suitable, the normal cancellation charge set out in this section will apply.
Lunch, transport and additional services:
Where lunch, transport, additional peripatetic outreach support or mileage, enhanced support, activities, trips or other additional services have been arranged, a charge of 100% for any costs already incurred or that cannot reasonably be avoided will apply.
How to cancel:
Cancellations should be made by email to: dementia@accessyourcare.co.uk.
A cancellation will be treated as received when it has been received by AYC. If you are concerned that an urgent cancellation has not been received, please also contact us by telephone between Monday to Friday and between 9am to 5pm, excluding bank holidays
Credits and refunds:
For the purposes of this section, if you have already paid for any part of The Service that is being cancelled, any applicable cancellation charge will be deducted first. Any remaining balance will usually be credited against your next payment period, unless AYC, at its discretion, agrees that a separate refund should be processed.
Multiple session cancellations:
If you cancel multiple future sessions within a charging period, or cancel all remaining booked sessions, AYC may treat this as notice that you wish to end regular attendance or cancel The Service. In those circumstances, the “Ending The Service” notice period will apply. Any credit balance arising from cancelled individual sessions may be applied against charges due during the notice period before any remaining balance is credited or refunded where appropriate.
Exceptional circumstances:
AYC may consider exceptional or unavoidable circumstances on a case-by-case basis. Any decision to reduce, waive or credit a cancellation charge is at AYC’s discretion and does not create an automatic right to a refund, credit or waiver in future cases.
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18. Ending The Service by You
This section applies where you wish to end regular attendance or cancel The Service completely. It is separate from the individual session cancellation rules above.
If you wish to end regular attendance or cancel The Service completely, you must give AYC at least one full charging period’s written notice.
For the purposes of these Terms and Conditions, a “charging period” means the period for which fees are collected in advance, usually monthly unless AYC agrees otherwise in writing.
During the notice period, fees remain payable for The Service, whether or not the Attendee attends any booked sessions, unless AYC agrees otherwise in writing.
If you have already paid for sessions that fall within the notice period, those payments will be applied against the charges due for that notice period.
If you have a credit balance on your account, including credits arising from individual session cancellations, AYC may apply that credit balance against any charges due during the notice period before any remaining balance is credited or refunded where appropriate.
If you cancel multiple future sessions within a charging period, or cancel all remaining booked sessions, AYC may treat this as notice that you wish to end regular attendance or cancel The Service. In those circumstances, this Ending The Service clause will apply.
Where payment has already been made for a period after the notice period ends, any balance remaining after all charges properly due have been deducted will usually be credited against other AYC services or refunded where appropriate.
AYC may agree a shorter notice period in exceptional or unavoidable circumstances, but this will be at AYC’s discretion and does not create an automatic right to shortened notice, credit or refund in future cases.
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19. Cancellations or changes by AYC
AYC may need to cancel, change, postpone or rearrange a session where this is reasonably necessary.
This may include, for example:
• Staff illness or unavailability
• Venue issues
• Severe weather
• Health and safety concerns
• Infection prevention and control concerns
• Low attendance numbers
• Transport issues
• Events outside our reasonable control
• Any other reason that prevents the safe or effective running of The Service
Where AYC cancels a paid session and no suitable alternative session or service is provided, any payment already made for that session will usually be credited against the next charging period or a future booking. Where a credit is not appropriate, for example where no further sessions are made available by AYC, AYC will process a refund where required.
AYC will try to give as much notice as reasonably possible where changes or cancellations are required.