Terms & Conditions

Launch status. OwnWay is preparing to launch. The final legal entity and registered address will be confirmed in the Customer Service Agreement before paid support begins.

The service

OwnWay provides practical independent living support for adults in West Sussex. Services can include companionship and wellbeing visits, shopping and errands, outings and activities, appointment support, paperwork and organisation, light household tasks, meal preparation where the customer can eat independently, technology help, prescription collection, community access, hobbies, social support, family respite using customer-arranged or public transport where appropriate.

What OwnWay does not provide

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

Bookings and pricing

Standard support is £38 per hour. The minimum visit is 90 minutes and the minimum booking charge is £57. Weekends are charged at the standard rate at launch. Bank holiday support is £50 per hour. OwnWay employees do not transport customers at launch.

Any separately chargeable cost, for example parking or an agreed activity cost, will be explained and agreed before it is incurred where reasonably possible.

Cancellations and changes

Customers may cancel or reschedule without a service cancellation charge when at least 24 hours' notice is given. Where less than 24 hours' notice is given, OwnWay may charge up to the booked support amount if the time cannot reasonably be reallocated. OwnWay will consider emergencies and exceptional circumstances fairly.

If OwnWay needs to cancel or change a visit, we will contact the customer or authorised contact as soon as reasonably possible and try to offer a suitable alternative.

Consumer cancellation rights

If a service agreement is made at a distance or away from business premises, the customer may have a statutory 14 day cancellation right. If the customer expressly asks OwnWay to begin providing support during that period, the customer may have to pay for support already supplied if they later cancel. Where the law applies, the Service Agreement will explain how to cancel and any acknowledgement required before early performance starts.

Payment

Charges are invoiced or collected using an agreed payment method. The due date or automatic payment arrangement will be confirmed before collection. OwnWay will not take an automatic payment without an agreed mandate or other valid authority.

Customer responsibilities

Customers should provide accurate information that is reasonably necessary for safe support, treat employees with respect, tell OwnWay about material changes affecting a visit and provide a reasonably safe environment for agreed support. OwnWay employees can leave or decline an activity where there is an immediate safety concern or where the request falls outside the agreed service.

Quality and statutory rights

OwnWay will provide services with reasonable care and skill. Nothing in these terms removes rights that cannot legally be excluded under consumer law.

Privacy, safeguarding and complaints

Personal information is handled in line with our Privacy Policy. Safeguarding information is available on our Safeguarding page. Complaints can be made using our Complaints Procedure.

The individual Service Agreement

The detailed arrangement for a customer is set out in the Customer Service Agreement. If there is a conflict between these general website terms and a signed individual agreement, the individual agreement will normally take priority for that customer's support, subject to law.

Changes

OwnWay may update these terms as the service develops or the law changes. A material change affecting an existing customer's paid support will be communicated before it takes effect where required.

Last updated: 22 August 2026.