Last updated: September 2026
Welcome to Clarity Cura.
These Terms of Service explain the basic terms that apply when you contact us, use our website or arrange support through Clarity Cura.
We have tried to keep them clear and easy to understand. If anything is unclear, please contact us and we will be happy to explain it.
1. About us
Clarity Cura is operated by Clarity Cura Ltd, a company registered in England and Wales.
Company number: 14726396
We provide personalised support to children, young people, adults and families.
Our aim is simple: to provide safe, reliable and person-centred support that is built around the individual.
2. Our services
The support we provide may include:
- Personal Assistant (PA) support
- SEND and neurodiversity support
- Community access
- Social and leisure activities
- Support to attend appointments or activities
- Independence and life-skills support
- Help with routines and everyday activities
- Practical support for individuals and families
- Support that gives parents and family carers a break
The exact support provided will depend on the person’s individual needs and what we have agreed with you.
3. Personal care and regulated services
Some types of care in England can only be provided by organisations that have the appropriate registration with the Care Quality Commission (CQC).
Clarity Cura will only provide services that we are legally permitted, appropriately staffed and competent to provide.
While our CQC registration process is ongoing, we do not provide regulated personal care.
If the support you ask for falls outside the services we can currently provide, we will tell you.
We will never knowingly provide a regulated service without the registration required to do so.
4. Before support starts
Before agreeing to provide support, we will talk with you about what you need.
We may ask about:
- The person who needs support
- Their communication needs
- Health or medical information that is relevant to providing safe support
- Mobility or accessibility needs
- Sensory needs
- Routines
- Behaviour or situations that may present a risk
- Allergies
- Activities they enjoy
- What they would like help with
- Emergency contacts
- Any other information needed to provide support safely
We may decide that we need more information or an assessment before support can start.
5. Being open with us
Please give us accurate and up-to-date information about anything that could affect the support we provide.
This is particularly important where there has been a significant change in someone’s health, behaviour, mobility, medication, communication or support needs.
Please tell us as soon as possible if something changes.
This helps us keep everyone safe.
6. Your support plan
Where appropriate, we will agree with you what support will be provided.
This may include:
- What support you would like
- When support will take place
- Where support will take place
- Your goals and preferences
- Important routines
- Communication needs
- Risks we need to be aware of
- What to do in an emergency
Support plans can be reviewed if your circumstances or needs change.
7. Matching you with the right person
We believe a good relationship between a service user and their support worker is important.
Where possible, we will consider personality, communication, interests, experience, availability and the individual’s preferences when matching support workers.
We cannot guarantee that the same support worker will always be available.
If we need to make a change, we will try to tell you beforehand wherever reasonably possible.
8. Prices
We will tell you the price of your support before it starts.
Your individual agreement will explain:
- The hourly or agreed rate
- The hours of support
- Any minimum booking period
- Any agreed travel or activity costs
- How and when payment should be made
- Any other agreed charges
We will not knowingly add hidden charges.
If our prices change, we will give you reasonable notice before the new price applies.
9. Direct Payments
You may be able to use a local authority Direct Payment to pay for Clarity Cura services.
It is your responsibility, or the responsibility of the person managing the Direct Payment, to make sure that the money is being used in line with the conditions of that Direct Payment.
We are happy to provide information about our services and charges if this is needed by your local authority or Direct Payments team.
10. Private payments
You can also pay privately for our services.
You do not need a social worker or local authority referral to contact us or arrange privately funded support.
The price and payment arrangements will be agreed with you before support begins.
11. Cancellations
We understand that plans change.
Your individual Service Agreement will explain the cancellation arrangements that apply to your support, including how much notice we ask you to give us.
If you need to cancel, please tell us as soon as possible.
Where a late cancellation charge applies, we will make this clear to you before you agree to the service.
We will always try to be fair and reasonable, particularly where there are exceptional circumstances.
12. If we have to cancel
Sometimes we may need to cancel or change a support session because of illness, an emergency or circumstances outside our reasonable control.
We will tell you as soon as we reasonably can.
Where possible, we will try to offer another suitable support worker or rearrange the session.
You will not be charged for support that Clarity Cura cancels and does not provide.
13. Activities and expenses
If a support session involves an activity with an additional cost, such as an entrance fee, ticket, meal or agreed travel cost, we will discuss this with you.
Unless we have agreed otherwise, the service user is responsible for their own personal expenses and the agreed costs connected with their chosen activities.
We will not make significant purchases on your behalf without permission.
14. Transport
Transport arrangements must be agreed with us beforehand.
Where a support worker uses a vehicle as part of an agreed support activity, the appropriate driving, insurance and other required checks must be in place.
Any mileage or transport charge will be explained and agreed before it is charged.
15. Medication
We will only provide medication-related support where it falls within the service we are permitted and competent to provide and where suitable arrangements are in place.
Please do not ask a support worker to carry out a medication or healthcare task that has not been agreed with Clarity Cura.
If someone’s needs change, please contact us so that we can review what support is appropriate.
16. Safety
The safety and wellbeing of the people we support and our staff are extremely important to us.
We may pause, change or stop an activity if we reasonably believe that continuing would place the service user, our staff or another person at serious risk.
Where possible, we will talk with you about the concern and look for a safer way of providing the support.
17. Respect
Everyone has the right to be treated with dignity and respect.
We expect our staff to treat service users, families and others with kindness and respect.
We also ask that our staff are treated respectfully.
We will not tolerate violence, abuse, harassment, discrimination or threatening behaviour towards service users, families, staff or other people.
18. Safeguarding
We have a responsibility to act if we believe that a child or adult may be experiencing abuse, neglect or serious harm.
There may be situations where we need to share information with safeguarding services, emergency services or another appropriate organisation.
Where it is safe and appropriate to do so, we will explain what is happening.
Protecting someone’s safety may sometimes mean that we cannot keep information confidential.
19. Emergencies
Clarity Cura is not an emergency service.
If someone is in immediate danger or there is a serious medical emergency, call 999.
Our usual phone, WhatsApp, email and website enquiry services should not be used instead of emergency services.
20. Privacy
We need to collect some personal information to provide our services safely and effectively.
We take your privacy seriously and handle personal information in line with applicable data protection law.
More information about how we collect, use, store and share personal information can be found in our Privacy Policy.
21. Photos and social media
We will not use identifiable photographs, videos or stories about a service user for marketing or social media simply because they receive support from us.
Where consent is required, we will ask for it separately.
You can say no.
Saying no will not affect the support you receive.
22. Complaints and concerns
If something isn’t right, please tell us.
You will not be treated differently because you have made a complaint or raised a concern.
We will listen, take your concern seriously and try to put things right.
Full details can be found in our Complaints Policy.
23. Ending your support
You can choose to stop receiving Clarity Cura support.
Your individual Service Agreement will explain any notice period that applies.
Clarity Cura may also need to end or pause a service in some circumstances. For example, if:
- We can no longer safely meet your needs
- The support required has changed significantly
- Required payments remain unpaid
- There is a serious safety concern
- Staff are experiencing abuse, violence or serious threatening behaviour
- We are no longer legally permitted or appropriately equipped to provide the required service
Except where there is an immediate and serious safety or legal concern, we will try to discuss the situation with you first and give reasonable notice.
24. Changes to your needs
People’s lives and support needs change.
Please tell us if you think your current support is no longer right for you.
We may also suggest reviewing your support if we notice that your needs have changed.
A change in needs does not automatically mean we will stop supporting you. We will first consider whether the support can safely and appropriately be changed.
25. Our responsibility to you
We will take reasonable care when providing our services and will provide the services we have agreed with you.
Nothing in these Terms is intended to remove or reduce any legal rights that you have as a consumer.
Nothing in these Terms excludes or limits liability where it would be unlawful for us to do so.
26. Website information
We try to make sure the information on our website is accurate and up to date.
However, general information on the website is not a replacement for an individual assessment or agreement about the support we can provide to a particular person.
Submitting an enquiry through our website does not guarantee that we will be able to provide a service.
We will confirm this with you after we have discussed your needs.
27. Changes to these Terms
We may update these Terms from time to time, for example if our services change or if there is a change in the law.
The latest version will be available on our website and will show the date it was last updated.
If a change affects an existing service agreement, we will communicate relevant changes appropriately rather than relying only on an update to the website.
28. Your legal rights
These Terms do not affect your rights under UK consumer law.
If any part of these Terms is found to be unlawful or unenforceable, the remaining parts will continue to apply.
These Terms are governed by the laws of England and Wales.
29. Contact us
If you have a question about these Terms or about Clarity Cura’s services, please contact us.
Clarity Cura Ltd
Company number: 14726396
Email: [email protected]
Phone: 01702 593250
You can also contact us using the phone, WhatsApp, email or contact form shown on our website.
A simpler promise
Legal terms can sometimes make things sound more complicated than they need to be.
Our promise is straightforward:
We will tell you what we can provide, what it will cost and what you can expect from us before you agree to receive support.
We will listen to you, treat you with respect and be open with you if something needs to change.
If you’re unsure about anything in these Terms, please ask us. We would much rather explain something than have you agree to something you don’t understand.