Terms of Service

1. What we do

WithGrace provides practical help at home for older adults across the UK: simple meals prepared or heated in your own kitchen, groceries, laundry, light cleaning, help with council paperwork and forms, and company by phone or at home. We can also help you find a care agency if you need more support.

We are a practical help and companionship service, not a care or medical provider. We do not provide personal care, such as washing, dressing or toileting; administer medication; give medication reminders; give medical, legal or financial advice; help physically with eating; provide specialist dietary support; or respond to emergencies.

2. Who can use the service

You must be 18 or over to make an enquiry. Many people arrange WithGrace for a parent or another family member; if you do, you confirm you have their agreement, or the authority to arrange this on their behalf. Visits are agreed with the person receiving them before anything starts.

3. Visits and scheduling

We agree the tasks, the day, and the time with you before the first visit, and we plan the tasks to fit the time you book. Occasional rescheduling may happen due to visitor availability or unforeseen circumstances, and we will give you as much notice as we can. If we cannot reach the person we are visiting or cannot gain access at the agreed time, the visit may be charged in full, though we will always try to rearrange where possible.

4. Fees and payment

Visits are charged at £19.50 per hour, with a one-hour minimum on paid visits. Groceries and any agreed expenses are extra and are agreed with you in advance.

If you need shopping or a delivery, we can agree how this is handled and how the cost is covered before the visit. We will tell you in advance before any fee changes take effect.

5. Cancellation

You can pause or stop the service at any time by contacting us. If you cancel a booked visit with less than 48 hours' notice, the visit may be charged in full, except in cases such as urgent hospital admission. We will always try to be flexible where we can.

6. Not an emergency service

WithGrace is not an emergency response or crisis service, and our visits and calls are not monitoring. If you or the person we visit are in immediate danger or need urgent medical help, call 999 or your local emergency services.

7. Privacy and staying in touch

We keep visit notes and personal details confidential. If a family member arranged the service, we share updates with them in the way agreed at the start, and we only share information more widely if we have a serious concern about someone's safety or are required to by law. See our Privacy Policy for full details.

8. Text messaging (SMS)

When you provide your mobile phone number and consent to receive text messages from WithGrace, you agree that WithGrace may send you SMS messages relating to your enquiry or your use of our services.

Messages may include responses to enquiries and callback requests, visit scheduling, reminders and confirmations, updates about your service, and customer support messages.

Message frequency varies based on your interactions with WithGrace.

Message and data rates may apply.

You may opt out of text messages at any time by replying STOP to any message. After you opt out, you may receive one final message confirming that you have been unsubscribed. You will no longer receive text messages unless you provide consent again.

For assistance, reply HELP to any message or call us on +44 7861 936548.

Consent to receive text messages is not a condition of using any WithGrace service.

Mobile carriers are not responsible for delayed or undelivered messages.

WithGrace does not sell, rent, or share mobile phone numbers or SMS opt-in information with third parties or affiliates for their marketing or promotional purposes. SMS opt-in data and consent are only shared with the service providers used to deliver the messages.

9. Changes to these terms

We may update these terms from time to time. Any changes will be posted on this page with an updated date, and if we make significant changes we will let you know directly.

10. Contact

Questions about these terms? Call us on +44 7861 936548.