Client Agreement & Terms of Service
This Client Agreement outlines the terms under which Hybrid Independent Living provides home support services. It ensures clarity, fairness and a shared understanding between Hybrid Independent Living (“we/us”) and the client (“you”). By engaging our services, you agree to the terms below.
Our Service Commitment
Hybrid Independent Living provides practical home support services designed to promote comfort, independence and wellbeing. We commit to delivering services that are respectful, reliable, safe, transparent and tailored to your needs.
Your personalised Support Plan outlines the specific services we will provide.
Scope of Services
Included Services
- Light household tasks
- Snack preparation
- Laundry and linen washing & changing
- Home organisation
- Errands and shopping
- Companionship and social support
- Appointment support & transport
- Routine building and independence focused tasks
Services we do NOT provide
- Personal care (washing, dressing, toileting)
- Medication administration or prompting
- Heavy lifting, deep cleaning or hazardous tasks
- Financial management or handling of money
- Clinical, medical or nursing tasks
Assessment & Support Plan
Before services begin, we complete an assessment to understand your needs, preferences and home environment. This includes a home check, risk assessment and the creation of your Support Plan. We will review this plan regularly to ensure it remains accurate.
Pricing & Consultations
At Hybrid Independent Living, we understand that every individual's needs and circumstances are unique. We aim to provide a supportive and sustainable pricing structure that reflects the level of care required while respecting your personal budget. During our initial consultation, we will discuss your requirements in detail to find a path forward that feels comfortable and fair for you.
Cancellations & Notice
- We require 48 hours’ notice for any cancellation.
- Cancellations with less than 48 hours’ notice incur a 50% cancellation fee.
- If we arrive and cannot gain access, the full hourly rate will be charged.
Environment & Safety
To ensure a safe working environment, you agree to ensure the home is safe and free from hazards, notify us of any risks or changes in circumstances and treat our staff with respect. We operate a zero-tolerance policy towards abuse or harassment.
Boundaries & Safeguarding
Our staff are professionals and cannot accept gifts, tips or loans. If we believe a client is at risk, we have a legal and safeguarding obligation to share information with relevant authorities in the client’s best interest.
Ending the Service
You may end your service at any time with clear communication. We may end the service if safety concerns arise, payment issues persist, boundaries are breached or we can no longer meet your needs safely.