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Terms of Business
Flanelol Limited (Trading as Illum Health)
Effective Date: 18 October 2025
These Terms of Business (“Terms”) govern the provision of domiciliary care services by Flanelol
Limited, trading as Illum Health (“we”, “us”, or “our”), a company incorporated in England with
company number 11842359 and registered office at 11 Rutland Road, Ilford, Essex, England,
IG1 1EN. We are registered with the Care Quality Commission (CQC) under provider ID 1-
15976616155.
These Terms apply to all clients (“you” or “Client”) receiving our services, including via our
website www.illumhealth.co.uk (the “Website”). By booking or using our services, you agree to
these Terms. If you are acting on behalf of another (e.g., a family member), you confirm you
have authority to bind them.
These Terms comply with UK laws, including the Consumer Rights Act 2015, Consumer
Contracts Regulations 2013, and CQC regulations.
1. Our Services
We provide domiciliary care services, including:
● Personal care (e.g., bathing, dressing).
● Companionship and social support.
● Medication assistance.
● Live-in care or hourly visiting care.
● Other tailored support for elderly, disabled individuals, or families.
Services are detailed in your individualised Care Plan, agreed upon assessment.
2. Booking and Agreement
Services may be booked via the Website, phone, email, or in person. We will conduct an
assessment to create a Care Plan. You agree to these Terms and the Care Plan, which forms
part of the contract. For off-premises contracts (e.g., signed at home), you have a 5-day cooling-
off period to cancel without charge (see Section 6).
3. Pricing
Pricing is based on your needs and agreed in the Care Plan (e.g., hourly rates starting from £25
per hour, packages, or fixed fees). We may adjust prices annually with 30 days’ notice,
reflecting inflation or cost changes. All prices exclude VAT unless stated.
4. Payment Terms
● Invoices are issued monthly in arrears (or as agreed).
● Payment is due within 14 days of invoice date via bank transfer, debit/credit card, or
direct debit.
● Late payments incur interest at 4% above the Bank of England base rate, plus
reasonable recovery costs.
● We may require a deposit (e.g., one week’s fees) for new clients.
● If payments are overdue by 14 days, we may suspend services with notice.
These terms align with industry best practices and the Late Payment of Commercial Debts
(Interest) Act 1998 where applicable.
5. Changes to Services
We aim to provide consistent care but may need to change carers or schedules due to
availability. You must notify us of any changes in your needs. We will update the Care Plan
accordingly.
6. Cancellation and Refunds
● Cooling-Off Period: For contracts not signed on our premises, you can cancel within 5
days of agreement without charge. If services start during this period (with your
consent), you pay for services provided.
● Ongoing Cancellations: After cooling-off, provide 4 weeks’ written notice to terminate.
We may terminate with 4 weeks’ notice (or immediately for non-payment/safety
reasons).
● Short-Notice Cancellations: For individual visits, 48 hours’ notice required; otherwise,
full fee applies.
● Refunds: Unused prepaid fees refunded within 14 days of cancellation. No refunds for
services already provided.
Refunds comply with the Consumer Contracts Regulations 2013.
7. Liability
We provide services with reasonable skill and care. Our liability for any claim (including
negligence) is limited to the total fees paid or payable for the affected services in the 6 months
prior to the claim. We are not liable for indirect losses (e.g., loss of income) or events beyond
our control.
We maintain public liability insurance. Nothing limits our liability for death/personal injury caused
by negligence, fraud, or other non-excludable rights.
8. Complaints and Disputes
If dissatisfied, contact us at complaints@illumhealth.co.uk or by post. We follow a complaints
procedure:
● Acknowledge within 3 working days.
● Investigate and respond within 28 days.
● If unresolved, escalate to an independent mediator or the Local Government and Social
Care Ombudsman.
For safeguarding concerns (e.g., abuse/vulnerability), we follow CQC and local authority
protocols, reporting as required under the Care Act 2014.
Disputes are governed by English law, with jurisdiction in English courts.
9. Force Majeure
Neither party is liable for delays/failures due to events beyond reasonable control (e.g.,
pandemics, strikes, severe weather). We will notify you and resume services as soon as
possible.
10. Confidentiality
We treat your information confidentially, subject to our Privacy Policy and legal duties (e.g.,
sharing for care coordination).
11. General
● These Terms represent the entire agreement.
● We may update Terms with 30 days’ notice.
● If any provision is invalid, the rest remain enforceable.
● No third-party rights under the Contracts (Rights of Third Parties) Act 1999.
If you have questions, contact us at info@illumhealth.co.uk.