Customer Service Agreement

Pre launch template. Before the first paid customer signs, OwnWay will insert the final legal entity, registered office, company number and payment details.

1. Parties

This agreement is between OwnWay, using the final legal entity details shown on the signed copy, and the customer named in the agreement. Where a representative signs or manages arrangements, their authority and role must also be recorded.

2. Agreed support

OwnWay provides practical independent living support. The customer's support plan and booking record set out the agreed activities, times, locations, relevant preferences and safety information.

3. Launch service scope

Support may include companionship and wellbeing visits, shopping and errands, coffee, walks and activities, accompanying customers to appointments, paperwork and letters, light household tasks, meal preparation where the customer can eat independently, planning the week, technology help, prescription collection, community access, hobbies, social support, family respite, practical support around the home using customer-arranged, public or appropriately commissioned transport where appropriate.

4. Excluded services

OwnWay does not provide physical help with bathing or showering, dressing or undressing, toileting or continence care, physical feeding assistance, clinical tasks, wound care, injections, lifting or transferring as part of personal care, medication administration, or a domiciliary personal care service.

5. Onboarding

Before ordinary support visits begin, OwnWay completes an onboarding process to agree support boundaries, relevant risks, consent, emergency information and any documents needed for safe support. The initial OwnWay onboarding visit is not charged to the customer unless a different arrangement is clearly agreed in writing.

6. Charges

• Standard support, £38 per hour.
• Minimum visit, 90 minutes.
• Minimum booking charge, £57.
• Weekends, standard £38 hourly rate at launch.
• Bank holidays, £50 per hour.
• Customer transport is not provided at launch.

Other customer specific costs are only charged where they are agreed or reasonably incurred for an agreed activity, for example parking or an admission ticket.

7. Booking changes and cancellations

At least 24 hours' notice allows a booking to be cancelled or rescheduled without a service cancellation charge. With less than 24 hours' notice, OwnWay may charge up to the booked support amount if the time cannot reasonably be reallocated. Emergencies and exceptional circumstances will be considered fairly.

8. Statutory cancellation rights

Where consumer law gives the customer a 14 day cancellation period for a distance or off premises contract, OwnWay will respect it. If the customer expressly asks OwnWay to start support during that period, the signed agreement will record that request and explain any proportionate charge for support supplied before cancellation.

9. Payment

The agreed payment method and payment timing are shown on the signed customer schedule or invoice. Automatic payments are only taken where the customer or payer has provided a valid mandate or other authority.

10. Customer transport

OwnWay employees do not transport customers in their own vehicles at launch. Support may include accompanying a customer using customer-arranged, public or appropriately commissioned transport where agreed.

11. Medication

OwnWay provides no medication support at launch, including medication reminders or prompting. Staff do not select, prepare, remove doses from packaging, administer, apply, inject, crush, mix or make clinical decisions about medication.

12. Customer money

OwnWay staff do not handle customer money at launch. Staff do not use customer cash, bank cards, PINs or online banking, hold money for customers, make financial decisions for customers or accept inappropriate gifts.

13. Safety and safeguarding

OwnWay may pause or end an activity where an employee reasonably believes it is unsafe or outside the agreed service. Safeguarding concerns may be shared with appropriate authorities where lawful and necessary.

14. Privacy and records

OwnWay handles personal information under its Privacy Policy and keeps records needed to deliver and evidence the service. Customers can ask questions about their information at support@ownway.uk.

15. Staff and continuity

OwnWay aims to provide familiar and reliable staff, but cannot guarantee that the same employee will attend every visit. OwnWay may change an employee where availability, safety, suitability or service needs require it.

16. Complaints

Complaints can be made under the OwnWay Complaints Procedure. Raising a genuine complaint will not reduce the quality or availability of support.

17. Ending support

Either side may ask to end ongoing support. The signed customer schedule should record any agreed notice period for regular arrangements. OwnWay may end or suspend support sooner where there is serious risk, abusive behaviour, repeated non payment, requests outside the service scope or another substantial breach, while acting reasonably and considering immediate safety.

18. Changes to the agreement

Material changes to ongoing support, charges or service boundaries should be agreed and recorded. Updated legal or policy information may be provided separately where appropriate.

19. Statutory rights

Nothing in this agreement limits rights that cannot legally be excluded. OwnWay will provide services with reasonable care and skill.

20. Signature schedule

The signed version records the customer name, Customer Number, address, start date, payer where different, agreed support summary, agreed booking pattern, payment method, any notice period, statutory early start request where applicable, customer or authorised representative signature, and OwnWay signature.

Template updated: 22 August 2026.