Terms & Conditions – Pureline Care Services

These Terms & Conditions apply to all individuals receiving care or support from Pureline Care Services. By accessing our services, you agree to the terms outlined below.

Service Provision

Pureline Care Services delivers regulated Personal Care and community support in accordance with:

• Care Quality Commission (CQC) regulations
• Our internal policies and Statement of Purpose

Support is delivered by trained and qualified staff to promote safety, independence and personal wellbeing.

Care Planning

All care and support arrangements are based on a jointly agreed, person-centred care plan that includes:

• Assessed needs and preferences
• Desired outcomes and goals
• Agreed support tasks and responsibilities
• Risk assessments and safety measures
• Length and frequency of visits
• A scheduled review process

Care plans are reviewed regularly — and sooner if needs, circumstances or risks change.

Fees & Billing

• Fees are agreed in writing before services commence
• Invoices are issued according to the agreed billing schedule
• Payments must be made by the due date specified
• Additional or amended services will be communicated and agreed in advance

Costs will always be transparent, fair, and clearly communicated.

Cancellation Policy

We request reasonable notice for cancellations or alterations to scheduled visits.

Urgent changes will be considered on an individual basis, and we will always try to be flexible and supportive.

Safeguarding

We adhere to Leeds City Council Multi-Agency Safeguarding Procedures and all relevant national guidance.

If we believe an individual is at risk of abuse or harm:

• We have a duty to report concerns
• Information may be shared with safeguarding teams or emergency services

This ensures personal safety remains the highest priority.

Staff Conduct

All staff working for Pureline Care Services:

• Hold an Enhanced DBS check
• Complete mandatory and refresher training
• Work under ongoing professional supervision
• Carry valid company identification
• Follow strict confidentiality and professional standards

We expect compassionate, respectful and ethical conduct at all times.

Confidentiality

All personal data is managed in line with UK GDPR and our Privacy Policy.

We will never share information:

• Without consent, unless legally required
• Except to protect vital interests or meet safeguarding duties

Information is always treated with respect and stored securely.

Complaints

We take feedback seriously and welcome opportunities to improve.

To make a complaint or raise a concern, please contact:

📩 Email: info@purelineservices.co.uk
📞 Phone: 0113 511 7420

We acknowledge all complaints within 3 working days and aim to resolve matters promptly, fairly and transparently.