Working Operational Draft
Important: These terms are intended as a working operational draft for ElderPA client onboarding and should be reviewed by a qualified solicitor before final publication.
Definitions
means the person who creates, submits, manages, books, or progresses a care or support request through ElderPA. A Client may be the Service User themselves or a Guardian acting for or supporting the Service User.
means the person who is expected to receive or use the care or support service. This may be the Client themselves, a family member, a friend, or another person for whom care or support is being arranged.
means a person connected to, supporting, or acting for a Service User, including a family member, friend, attorney, deputy, advocate, social worker, discharge coordinator, case manager, professional representative, or another person involved in helping arrange care or support. Use of the term Guardian on ElderPA does not necessarily mean the person has formal legal guardianship, parental responsibility, lasting power of attorney, deputyship, or other legal authority unless this is separately confirmed.
means an independent care, support, or related service provider listed on, introduced through, or using ElderPA. This may include care homes, home care agencies, live-in care providers, supported living providers, and non-CQC regulated support service providers.
means a Service Provider-created service listing used to describe care or support services, pricing, availability, care level, location, or other service information.
means a Service Provider response, indication of availability, proposal, or Package response sent to a Client through or following use of ElderPA.
means a care or support enquiry created by or on behalf of a Client or Service User.
means the connection, sharing, presentation, routing, or matching of a Client, Service User, Request, Service Provider, Package, or Offer through ElderPA.
means ElderPA.co.uk and any related ElderPA websites, apps, dashboards, portals, or services.
1. About ElderPA
ElderPA is an introductory, comparison, and care request platform.
ElderPA helps Clients, Guardians, and Service Users find, compare, and connect with independent Service Providers.
Through ElderPA, Clients may create care or support Requests, build or compare care Packages, view Service Provider information, shortlist Service Providers, send Requests to selected Service Providers, receive Offers or responses, choose the Service Provider they consider most suitable, update Request status, and receive support from ElderPA PA or admin functions where available.
ElderPA may support matching, filtering, comparison, request routing, Package display, communication, introductory connections, and workflow updates.
ElderPA does not make the final decision for the Client. The final decision to shortlist, contact, accept, reject, or proceed with a Service Provider remains with the Client, Guardian, or Service User.
2. ElderPA does not provide care services
ElderPA does not directly provide care or support services.
ElderPA does not employ the care workers, support staff, managers, clinicians, carers, or staff supplied by independent Service Providers.
ElderPA is not responsible for the direct delivery of care or support services by Service Providers listed on, introduced through, or contacted through the Platform.
Any care or support arrangement is between the Client, Guardian, or Service User and the chosen Service Provider.
3. How the ElderPA process works
The ElderPA process may include the following stages:
- The Client creates a care or support Request.
- The Client enters information about the Service User's needs, preferences, location, and service type.
- ElderPA displays relevant Packages or Service Providers.
- The Client may compare Packages and Service Providers.
- The Client may choose selected Service Providers to contact.
- ElderPA may route the Request or relevant information to selected Service Providers.
- Service Providers may respond with Offers, availability, or further questions.
- The Client chooses whether to accept, reject, shortlist, or continue discussions with a Service Provider.
- If the Client accepts or progresses an Offer, the chosen Service Provider may request further information directly.
- The Service Provider may carry out its own assessment.
- The Service Provider may confirm or adjust the care plan, weekly visit plan, Package, cost, start date, or service terms.
- The Client and Service Provider may then agree the Service Provider's own contract or service agreement.
- Care or support may then start under the Service Provider's own terms.
ElderPA may display workflow labels such as Request Submitted, Offers Received, Provider Selected, Assessment Pending, Arrangement Confirmed, Care Started, Service Started, Placement Confirmed, or similar labels. These labels are for platform workflow purposes only and do not make ElderPA a party to the care or support contract.
4. Client choice
ElderPA may help Clients compare Service Providers and Packages. However, ElderPA does not decide which Service Provider a Client should choose.
The Client, Guardian, or Service User is responsible for deciding which Service Providers to shortlist, which Service Providers to contact, which Offers to consider, whether to accept an Offer, whether to proceed to assessment, whether to sign the Service Provider's own contract, and whether to start care or support.
ElderPA may provide comparison tools, filters, suggestions, or matching information, but these are intended to support the Client's decision-making, not replace it.
5. Packages and Offers are not final care contracts
Packages and Offers shown through ElderPA are intended for comparison and introduction.
They are not, by themselves, final care contracts, final care plans, final admission agreements, guaranteed service arrangements, professional assessments, medical advice, legal advice, or financial advice.
A Package or Offer may be based on limited information available at the time.
Final service details may depend on the chosen Service Provider's assessment, availability, suitability checks, safeguarding considerations, staffing, location, regulatory requirements, and own contract process.
6. Service Provider assessment and price changes
After a Client chooses or accepts an Offer, the Service Provider may ask for further information directly from the Client, Guardian, Service User, or relevant professional.
The Service Provider may carry out a pre-admission assessment, care assessment, risk assessment, support assessment, telephone assessment, virtual assessment, in-person assessment, suitability review, safeguarding review, or internal approval process.
Following assessment, the Service Provider may reasonably adjust the proposed care plan, weekly visit plan, Package details, service level, staffing arrangement, cost, start date, or service terms.
This may happen because of the Service User's care needs, preferences, risks, behaviour, mobility, location, suitability, safeguarding considerations, or availability.
The Client should review any revised plan, cost, and contract terms before proceeding.
7. Service Provider contract
If the Client decides to proceed with a Service Provider, the Service Provider may issue its own contract, admission agreement, service agreement, care plan, fee schedule, cancellation policy, or related documents.
The Client should read and understand the Service Provider's own terms before signing or agreeing.
ElderPA is not a party to the Service Provider's contract.
ElderPA is not responsible for the Service Provider's contract terms, final pricing, cancellation fees charged by the Service Provider, care plan changes, visit arrangements, admission decisions, staffing arrangements, service delivery, quality of care or support, or ongoing provider and client disputes.
8. Client information must be accurate
Clients must provide accurate, complete, and up-to-date information when using ElderPA.
This may include information about Service User needs, health or care needs, mobility, dementia or cognitive needs, behaviour or risk, medication-related information if requested, support preferences, location, funding position if relevant, availability, urgency, family or Guardian contacts, safeguarding concerns, and service type required.
Inaccurate or incomplete information may affect Package matching, Service Provider responses, pricing, suitability, assessment outcome, or whether a Service Provider can proceed.
11. Requests placed on hold, cancelled, or changed
A Client may place a Request on hold, cancel a Request, change preferred service type, or decide not to proceed.
If the Client has not yet chosen or contacted a Service Provider, the Client may update the Request through ElderPA where the Platform allows.
If the Client has already contacted, chosen, accepted an Offer from, or started assessment with a Service Provider, the Client should communicate any cancellation, pause, change, or decision not to proceed directly with that Service Provider.
ElderPA may update Request status, workflow labels, PA notes, or internal records for operational accuracy, safeguarding, audit, monitoring, or service improvement.
However, ElderPA is not responsible for cancelling or varying the Service Provider's own assessment, booking, admission process, contract, visit plan, cancellation charge, or service arrangement.
12. Service status labels
ElderPA may use status labels to help Clients and Service Providers understand where a Request is in the process.
Client-facing labels may include Request Started, Request Submitted, Awaiting Responses, Offers Received, Provider Selected, Assessment Pending, Arrangement Confirmed, Care Started, Service Started, Placement Confirmed, Move-in Confirmed, Request on Hold, Request Cancelled, or Not Proceeding.
These labels are for workflow and information purposes only. They do not mean that ElderPA has become the care provider or a party to the Service Provider's contract.
ElderPA should avoid using Package Live as a client-facing label.
13. No emergency service
ElderPA is not an emergency service.
Clients must not use ElderPA as the only route for urgent or emergency care, safeguarding, health, or safety needs.
If there is an immediate risk to life, health, safety, abuse, neglect, exploitation, or serious harm, the Client should contact emergency services, NHS 111, the local authority safeguarding team, the Service Provider, GP, hospital team, or another appropriate urgent service.
14. Safeguarding
ElderPA takes safeguarding concerns seriously.
Where ElderPA becomes aware of information suggesting abuse, neglect, exploitation, unsafe care, serious harm, or risk to a vulnerable person, ElderPA may take appropriate action.
This may include contacting the Client, Guardian, Service User, Service Provider, emergency services, local authority safeguarding team, regulator, nominated contact, or other appropriate parties.
ElderPA may also pause or restrict a Request, account, Service Provider, Package, or communication where necessary for safety or safeguarding reasons.
15. Support services and non-CQC regulated services
Some support services introduced through ElderPA may not be regulated by CQC because they fall outside CQC-regulated activities.
This may include some services such as domestic support, transport, meal services, activities, companionship, home help, equipment, or other non-regulated support services.
Clients should check the Service Provider's own credentials, insurance, suitability, pricing, and terms before proceeding.
ElderPA may label services as CQC-regulated, non-CQC regulated, support service, local provider, national provider, verified, promoted, or similar where appropriate.
16. Platform content is information only
Information displayed on ElderPA is provided for general information, comparison, and introduction purposes.
It is not medical, clinical, legal, financial, safeguarding, or professional advice.
Clients should seek appropriate professional advice where needed.
Clients should not rely only on ElderPA content when making important care, health, financial, legal, or safeguarding decisions.
17. Service Provider information
ElderPA may display information supplied by Service Providers or obtained from public sources.
This may include service descriptions, Packages, pricing, availability, location, CQC information, images, ratings, reviews, performance indicators, badges, and promotional status.
ElderPA may take reasonable steps to support accuracy, but ElderPA does not guarantee that all Service Provider information is complete, current, accurate, or suitable for every Client.
Clients should check important information directly with the Service Provider before proceeding.
18. Rankings, recommendations and comparison results
ElderPA may display Service Providers, Packages, comparison results, rankings, badges, scores, labels, or recommendations.
These may be based on factors such as location, service type, Package information, availability, Client preferences, care needs, Service Provider information, platform performance indicators, subscription features, promotional activity, reviews or feedback if available, and Platform rules.
ElderPA does not guarantee that a ranking, comparison result, recommendation, badge, or score means a Service Provider is suitable for a particular Service User.
Where a listing is promoted, boosted, sponsored, or otherwise paid for, ElderPA may label it accordingly.
19. Payments and charges
ElderPA may be free for Clients to use unless stated otherwise.
Service Providers may charge Clients directly for care or support services.
The Client is responsible for checking and agreeing Service Provider fees, weekly costs, assessment fees if any, deposits if any, cancellation charges, start dates, notice periods, payment terms, extra charges, and funding arrangements.
Any payment for care or support services is normally between the Client and the Service Provider unless ElderPA clearly states otherwise.
Where ElderPA offers paid Client features in future, the price, payment terms, and cancellation rights should be shown before purchase.
20. Client cancellation rights
Client cancellation rights for the Service Provider's care or support service are governed by the Service Provider's own terms and applicable law.
ElderPA is not responsible for cancelling the Service Provider's contract once the Client has entered into that contract directly with the Service Provider.
If ElderPA introduces any paid Client service in future, separate cancellation terms should be provided clearly before purchase.
21. Account and access
ElderPA may allow Clients, Guardians, or Service Users to create an account.
Users must keep login details secure and must not allow unauthorised access.
ElderPA may suspend or restrict access where information appears inaccurate, the Platform is misused, there is a safeguarding concern, there is abusive behaviour, there is suspected fraud, there is a legal or regulatory concern, or continued access may create risk to users, Service Providers, ElderPA, or the public.
22. Acceptable use
Clients, Guardians, and Service Users must not misuse ElderPA.
Misuse includes submitting false information, pretending to act for someone without authority, harassing Service Providers or ElderPA staff, uploading unlawful, offensive, or harmful content, attempting to damage the Platform, scraping or copying Platform data, misusing Service Provider information, using ElderPA for unlawful or harmful purposes, interfering with Platform security, or creating fake or duplicate accounts.
ElderPA may restrict, suspend, or terminate access where misuse is suspected.
23. Complaints
Clients may contact ElderPA about issues relating to the Platform, account access, request workflow, Service Provider information displayed on ElderPA, or safeguarding concerns.
Complaints about care delivery, quality of care, fees, contracts, assessment outcomes, staff conduct, cancellations, admissions, visits, or service arrangements should normally be raised directly with the Service Provider first.
ElderPA may review complaints and may take platform action where appropriate, but ElderPA is not responsible for resolving all disputes between Clients and Service Providers.
24. Privacy
ElderPA collects and uses personal information as explained in the Privacy Policy.
This may include information about Clients, Guardians, and Service Users.
Some information may include health, care, mobility, wellbeing, safeguarding, or vulnerability information.
Clients should read the Privacy Policy before submitting a Request.
26. Availability of the Platform
ElderPA aims to provide a reliable Platform but does not guarantee uninterrupted, error-free, or continuous availability.
ElderPA may update, maintain, suspend, modify, or withdraw parts of the Platform from time to time.
ElderPA is not responsible for losses caused by planned maintenance, technical issues, third-party services, internet failures, or events outside ElderPA's reasonable control.
27. Limitation of ElderPA responsibility
ElderPA does not exclude or limit liability where it would be unlawful to do so.
Subject to that, ElderPA is not responsible for care or support services delivered by Service Providers, Service Provider assessments, contracts, pricing decisions, staffing, regulatory compliance, cancellation terms, Client and Service Provider disputes, failure of a Service Provider to accept or proceed, failure of a Client to proceed, changes to Package price or care plan after assessment, inaccurate information supplied by Clients, Guardians, Service Users, or Service Providers, or third-party service failures.
Clients remain responsible for their own decisions when choosing whether to proceed with a Service Provider.
28. Changes to these terms
ElderPA may update these Client Terms from time to time.
Where changes are material, ElderPA may notify users or ask users to accept updated terms before continuing to use certain features.
Continued use of the Platform after updated terms become effective may be treated as acceptance, where legally appropriate.
29. Legal information
ElderPA is operated by ELDERPA LTD, a company registered in England and Wales under company number 14324418.
Registered office: 6a The Gardens, Broadcut, Fareham, Hampshire, PO16 8SS.
References to ElderPA, we, us, and our mean ELDERPA LTD and the ElderPA Platform, including ElderPA.co.uk and related dashboards, apps, portals, and services.
These terms are intended to be governed by the laws of England and Wales, unless stated otherwise in the final approved legal version.
This document is intended as a working operational draft and should be reviewed by a qualified solicitor before final publication.
Client-facing acceptance wording
Client registration
I agree to ElderPA's Client Terms of Use and Privacy Policy.
Before submitting a Request
I understand ElderPA is an introductory service only and does not directly provide care or support services. I agree that ElderPA may share relevant Request information with selected Service Providers so they can assess suitability and respond.
Before accepting or progressing an Offer
I understand that the selected Service Provider may carry out its own assessment and may adjust the care plan, weekly visit plan, cost, start date, or service terms before any final agreement is made directly with them.
When placing a Request on hold or cancelling after provider contact
If you have already contacted, selected, or started assessment with a Service Provider, please also inform them directly. ElderPA can update your request status, but we cannot cancel or change the Service Provider's own assessment, booking, contract, or service arrangement for you.
Recommended client status labels
Use Care Started for home care, Placement Confirmed or Move-in Confirmed for care home, Service Started for support services, and Arrangement Confirmed for a generic confirmed status.
Avoid using Package Live as a client-facing label.