By completing an order and/or making a booking with Complete Independence LTD, you are agreeing to the following terms and conditions. You will be asked to agree to these terms and conditions before ordering Services from Complete Independence LTD. Please read them carefully.
(1) Definitions and interpretation
In this Agreement “we” means Complete Independence LTD (and “us”, “our” and “company” shall be construed accordingly); and “you” means our customer for Services (and “your” shall be construed accordingly).
In this Agreement, the following definitions shall apply:
“Agreement” means this agreement.
“First Acknowledgement” means the initial automatic email acknowledgement which we will send to you after receiving your Order.
“Order” and “booking” means your order for Services made with us.
“Second Acknowledgement” means the email acknowledgement which we will send to you (where appropriate) confirming acceptance of your Order.
“Services” means services which may be purchased by you from us.
“Support Professional” means service provider provided by Complete Independence Ltd as an agent, which could include but is not limited to the following:
“Site” means the website at https://www.completeindependence.com/ and any successor site operated by us from time to time.
(2) This Agreement
The advertising of Services on the Site constitutes an “invitation to treat” and your Order for Services constitutes a contractual offer. No contract comes into force between you and us unless and until we accept your Order as detailed below.
To submit an Order, you will need to take the following steps:
We may update the version of this Agreement on the Site from time to time, and we do not guarantee that the version you have agreed to will remain accessible. We therefore recommend that you download, print and retain a copy of this Agreement for your records.
The only language in which we offer this Agreement is English.
Before you place your Order, you will have the opportunity of identifying whether your order meets your needs and we will request your personal details and invoicing information. You should correct any errors before proceeding.
(3) About us
Our full name is Complete Independence LTD. Our headquarters is at Unit D4, Phase 4, Plymouth Science Park, 18 Davy Road, PL6 8BX. Our company registration number is 12657522. Our email address is contactus@completeindependenceltd.com.
(4) Price
Prices for Services are quoted on request. The company provides a large number of Services and it is always possible that some of them may be incorrectly priced. We will verify prices as part of our sale procedures so that a correct price will be stated when you pay for the service.
All fees and allowances shall be negotiated and agreed before assignment(s) commence and paid in full no later than 30 days following receipt of the invoice. In addition to the price of the service, you may have to pay a travel and/or additional costs to complete the booking, which will be as stated at the time of booking.
A supplementary fee for working unsociable hours shall be agreed and added to the booking fee, for assignments between the hours of 18:00 and 09:00 or that take place on weekends or public holidays.
Where a communication professional is required, from the outset, to work longer than the working day a supplementary fee shall be negotiated at an agreed hourly rate. The prices on the site and charged by us include any UK value added taxes (where applicable).
Prices for services are liable to change at any time, but changes will not affect agreements which have come into force.
All quoted prices do not include VAT. VAT will be added to the total amount when you receive the invoice.
(5) Payment
Payment in respect of a Service must be made within 30 days of the date at which the invoice was received, unless we agree otherwise. We may withhold the Services and/or terminate this Agreement if the price is not received from you in full, on time, in cleared funds.
Please provide the following invoice information and return to Complete Independence Ltd by email to finance@completeindependenceltd.com
Payment for all services must be made by bank transfer (BACS), unless otherwise agreed. Interest shall automatically be applied at 8% over base rate (or such rate as is determined by statute, the latter prevailing), to all overdue sums from the first date on which they become due until they are paid in full.
You will also be charged administration fees for compensation for debt recovery costs per invoice (£40 for each invoice sent up to £1,000, £70 for an invoice over £1,000 and up to £10,000).
We may from time to time in our absolute discretion set up a customer account which will enable a business customer to issue Orders, and we will invoice for the price in respect of each Order on or at any time after receipt of that Order, and you will pay any such invoices within 30 days following the date of the invoice being recieved. Customer accounts will be subject to credit limits which we may vary from time to time in our absolute discretion.
(6) Timesheets
All support provided needs to be evidenced in the form of a timesheet, where two signatures are required, one from your support professional and one from the service user.
These timesheets will be provided to you by your support professional. All timesheets must be signed after each booking is completed.
(7) Feedback
We encourage clients to get in touch to provide us with ad-hoc feedback on the support they are receiving. This can be done via email or over the phone.
Ensuring you receive the high level of support you expect is vital to us. At times during the year, we may ask for feedback on the support provision in place. Please help us by completing these feedback forms.
(9) Non-Solicitation agreement
The Client or any party linked to the booking shall not approach any communication professional provided by us to work for them directly, any communication professional freelancer, employee or sub-contractor introduced to them by Complete Independence Ltd. This will last for twelve months after the booking period has finished.
(10) Consumer rights and cancellation policies
Cancellation Terms:
If you no longer require support for the previously agreed time, you must contact us at the earliest opportunity. You can do this by emailing contactus@completeindependenceltd.com.
Details of your funding can be found in your funding body letter.
If your support is funded by Access To Work, the following cancellation terms apply:
If the support is being funded privately, we will require proof of financial status.
Please note that the 48-hour notice period is only applicable during regular office working hours: Monday to Friday, 9:00 to 17:00.
Therefore, for sessions scheduled from 17:00 on a Saturday to 09:00 on a Tuesday, you must provide a cancellation notice before 17:00 on a Friday.
We shall not be liable for any failure to perform either in total or in part any obligations under these terms caused by events beyond Complete Independence LTD control (Force Majeure). Force Majeure includes but is not limited to an act of God, fire, act of government or state, war, civil commotion, pandemic, insurrection, embargo, prevention from or hindrance from obtaining any raw materials or energy, sickness or other cause beyond its control.
(11) Refunds
If you cancel this Agreement and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your notice of cancellation.
(12) Working Conditions
For Communication services, the Client is to ensure that speakers are well-lit and in clear sight of the Communication Professional or made visible by means of an image providing a clear and detailed view of the speaker’s face and body movements sufficient for the Communication Professionals requirements.
This may require the provision of audio/visual equipment, which shall include a microphone and television monitor, for the sole use of the Communication Professional.
For all Communication services, the Client is to ensure that the Communication
Professional(s) is positioned so that they are sufficiently near to the speaker to be able to hear and can be clearly seen by consumers of the service. This may require the provision of additional lighting and audio equipment in the form of a ‘fold-back’ speaker for the sole use of the Interpreter.
If this is not possible, the Client shall ensure that the speaker’s voice or film/video soundtrack is in any case clearly conveyed directly to the Interpreter without interfering noise.
For Community Support services, the client is to ensure a safe and suitable environment for the provision of support services, whether at home or in public spaces. Clients should ensure that support personnel have safe and unobstructed access to relevant areas within the home or public spaces. Clients are expected to treat support personnel with respect and courtesy at all times Any form of discrimination, harassment, or abusive behaviour towards support personnel will not be tolerated.
(13) Preparation materials
The Client shall provide Complete Independence LTD with relevant information and preparatory materials in the form of background documentation to provide to our Support Professionals in good time, preferably two weeks in advance of an assignment, in order to ensure the provision of a quality service.
If it is not possible to provide preparatory materials and Support Professional requests, the Client shall arrange for a briefing meeting. Attendance by the Support Professional at such a meeting shall be paid as working time.
Preparatory materials shall include such items as:
We confirm that the support professional outside the context of the assignment shall not disclose information contained within preparatory materials and shall return them to the client at the end of the booking.
(14) Limitations of liability
Nothing in this Agreement shall limit or exclude your or our liability for: (i) death or personal injury caused by negligence; (ii) under section 12 of the Sale of Goods Act 1979, section 2 of the Supply of Goods and Services Act 1982, or section 2(3) of the Consumer Protection Act 1987; (iii) for fraud or fraudulent misrepresentation; or (iv) for any matter for which it would be illegal for to limit or exclude, or attempt to limit or exclude, liability.
Subject to this: (i) our liability in connection with any Service purchased through us is strictly limited to the higher of the purchase price of the relevant Service and the replacement cost of the relevant Service; (ii) we accept no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable; and (iii) we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this Agreement caused by events outside our reasonable control.
(15) General terms
Images on the Site are for illustrative purposes; actual Services may differ from such images. The copy right of these images remain that of Complete Independence LTD and shall not be used by anyone else under any circumstances.
We will treat all your personal information that we collect in connection with your Order in accordance with the terms of our Privacy Policy; use of our website will be subject to our Website Terms of Use.
We may revise these terms from time-to-time, but such revisions will not affect the terms of any Agreement which we have entered into with you. This Agreement may only be varied by an instrument in writing signed by both you and us.
If any provision of this Agreement is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement shall remain in full force and effect, and such invalid or unenforceable provisions or portion thereof shall be deemed omitted. No waiver of any term, provision, or condition of this Agreement, whether by conduct or otherwise, in any one or more instances, will be deemed to be, or be construed as, a further or continuing waiver of that term, provision or condition or any other term, provision or condition of this Agreement.
You may not assign, charge, sub-contract or otherwise transfer this Agreement, or any of your rights or obligations arising under this Agreement. Any attempt by you to do so shall be null and void. We may assign, charge, sub-contract or otherwise transfer this Agreement, or any of our rights or obligations arising under this Agreement, at any time – providing where you are a consumer that such action does not serve to reduce the guarantees benefiting you under this Agreement.
This Agreement is made for the benefit of the parties to it and is not intended to benefit, or be enforceable by, any other person. The right of the parties to terminate, rescind, or agree any amendment, variation, waiver or settlement under this Agreement is not subject to the consent of any person who is not a party to this Agreement.
This Agreement contains the complete agreement between the parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous agreements or understandings, whether oral or written.
This Agreement will be governed by and interpreted in accordance with the laws of England, and the English courts shall have exclusive jurisdiction with respect to any dispute arising under this Agreement.
