1. Satisfaction Guarantee 

We want you to feel confident in the support you receive. If any aspect of our service does not meet your expectations, you will not be charged for it, provided you inform us within 24 hours of the visit and explain the reason for your dissatisfaction. You can reach us via email at info@lormenahomecare.com or fill our online contact form and we'll get back to you within 24 hours.

2. Cancellations & Missed Appointments 

If you need to cancel a scheduled visit, we ask for at least 24 hours notice. Cancellations made with less notice may still be charged, as our carers will have been allocated and paid for their time. This helps ensure we can continue to provide consistent care for all clients.

3. Rates & Hours

Our Extended Care Visits are perfect for those who need a bit more time and attention. Whether it's help with daily routines, companionship, or light housekeeping, we offer flexible, multi-hour support that fits comfortably into your day.

• ✅ Ideal for visits lasting two hours or more.
• ✅ Tailored to your individual needs and schedule.
• ✅ Consistent, compassionate support with no rush.
• ✅ A great option for those who prefer longer, unhurried assistance.

Note: Extended Care Visits are billed at a reduced hourly rate compared to shorter visits, offering both value and flexibility.

• ✅ Public & Bank Holidays: A time-and-a-half rate applies to services on these days.  
• ✅ Christmas Day: Charged at double time.

4. Payment Terms

All invoices must be settled via Direct Debit or automated card payment.

• ✅ Weekly or monthly billing is available depending on your personalised plan.
• ✅ Payments not made via Direct Debit are subject to a 5% processing fee.

Late Payment Charges:

We kindly ask that all invoices are paid on time. In cases where payment is delayed, we reserve the right to apply interest in accordance with UK law. This interest is charged at 8% above the Bank of England base rate, calculated daily unless other arrangements have been agreed in writing.

This policy ensures fairness for our team and helps us continue delivering dependable, high-quality care. If you're experiencing difficulty with payment, please contact us, communication is always appreciated.

5. Responsibility for Payment

The client and any individual involved in arranging the care service are jointly responsible for ensuring payment is made in full and on time.

6. Changes or Ending Your Service

If you wish to stop or change your care plan, we ask for two weeks' notice.

Should we need to end our service, we'll give you adequate notice, except in cases where invoices remain unpaid. In such cases, we reserve the right to withdraw services and may notify the appropriate authority if necessary.

7. Hiring Our Carers Directly

To protect the integrity of our service and investment in staff training, clients are not permitted to employ Lormena carers directly, either while under our employment or within six months of their departure.

A fee of £3,500 applies for any breaches of this policy.

8. Annual Rate Review

Our fees are reviewed each year in April to reflect increases in staff wages and operational costs in line with changes to the National Minimum Wage and supplier rates.

9. Parking Fees

Where free parking is unavailable, any parking costs incurred by staff during visits will be added to your invoice at cost.

10. Feedback & Client Satisfaction 

We value your input. From time to time, independent professionals may contact you to gather feedback as part of our quality assurance process.

If you would prefer not to take part in these surveys, simply email us at info@lormenahomecare.com to opt out.