Terms & Conditions

1. Who we are and what we provide

Future You Your Life Your Way Ltd is registered in England and Wales, Company No. 17323208. Contact: hello@futureyouyourlifeyourway.com. Life Profiles are led by an Occupational Therapist; specialist NHS Continuing Healthcare guidance is provided alongside this by an experienced Mental Health Nurse.

Life Profiles capture identity, values, routines, relationships and preferences. CHC & Complex Care Support offers independent guidance on assessments, reviews and appeals in England and Wales. We are not an NHS body, local authority, law firm or funding decision-maker.

2. Suitability, consent and booking

The professional Life Profile service is intended for adults aged 18 and over. We discuss suitability and informed consent before starting. A relative's involvement does not, by itself, authorise them to consent or make decisions on someone else's behalf. Where capacity or authority is uncertain, we clarify the appropriate process before proceeding.

A booking is confirmed when we accept the enquiry, agree the scope and appointments in writing, and receive any agreed deposit. A website enquiry alone does not create a booking. Consultations are held remotely by video or phone, or in person at The Old Swan, Rhayader, Powys LD6 5AB, unless agreed otherwise.

3. Fees and what is included

The current professional Life Profile fee is £595. This includes an initial consultation, needs-led Occupational Therapy conversations, professional analysis and preparation of a personalised Life Profile, family guidance where appropriate, and the final digital document. We work with the individual until their needs and wishes are clearly communicated within the agreed scope, rather than specifying a fixed number of sessions. The written agreement explains the included work, review arrangements and each practitioner's involvement. Any additional work, later updates or other charges will be explained and agreed in advance; this is not an unlimited ongoing care service.

CHC support is quoted individually according to the agreed scope. Separate private Occupational Therapy, supervision and practice-education services are quoted and agreed separately and are not included in the Life Profile fee. The written quotation will state the total payable, any applicable tax, what is included and when payments are due. No funding outcome is guaranteed.

4. Deposits and payment

Our existing booking arrangement is a 50% deposit to secure the Life Profile service, with the balance due before the completed document is provided. Any retention of a deposit on cancellation is subject to your statutory rights and must be fair and reflect work done or reasonable losses; it is not automatically forfeited in every circumstance.

We may pause further work while an undisputed payment is overdue, after notifying you. Additional services require your agreement before any extra charge is incurred.

5. Cancellation and rearranging appointments

Please contact us as soon as you need to cancel. For bookings to which the Consumer Contracts Regulations 2013 apply, a consumer normally has 14 days from entering the distance or off-premises contract to cancel. The application of these rules, including any healthcare exemption, must be confirmed in your service agreement; this draft does not remove any statutory right.

Where a statutory cancellation period applies, work will start during it only at your express request. If you cancel after requesting an early start, a proportionate charge may be payable for services already supplied. The right to cancel a fully performed service is lost only where the applicable requirements for express consent and acknowledgement have been met.

Outside any applicable statutory period, cancellation charges must be explained before booking and reflect completed work and reasonable losses, allowing for costs saved or appointments filled. Our existing terms allow rearrangement without charge with at least 48 hours' notice and a possible £75 fee for a missed appointment or less than 48 hours' notice. Any such charge must be fair; exceptional circumstances will be considered.

If we cancel, we will offer an alternative appointment. If we cannot provide the agreed service, or the alternative is unsuitable, payments for the unprovided part will be refunded. Your rights in relation to unsatisfactory services are unaffected.

6. Your involvement and the completed profile

Please provide information honestly, tell us about relevant changes, and review your draft for factual accuracy. We will discuss corrections with you. You decide who you want to receive your profile, subject to lawful safeguarding or disclosure obligations.

A Life Profile is not legally binding and does not replace a Lasting Power of Attorney, advance decision, Will, care plan or medical record. It cannot guarantee how relatives, professionals or public bodies will decide in future. The digital self-led Life Profile is in development and is not currently available.

7. Confidentiality and personal information

Information is treated confidentially. Necessary disclosure may occur with your consent, where required by law, or where a lawful safeguarding or serious-risk basis applies. The Privacy Policy describes proposed processing arrangements; the service-specific privacy information will explain how your records are handled.

8. Use of our materials

Future You branding, templates and original written materials remain our intellectual property. You may use your completed profile for personal care and planning and share it with family and relevant professionals. Our blank templates and branded materials may not be commercially reproduced without permission. This does not affect your rights over your personal information.

9. Service standards and liability

Services will be provided with reasonable care and skill. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or anything that cannot lawfully be limited. Your statutory consumer rights remain intact.

We cannot control independent funding or care decisions, or guarantee the accuracy of information supplied by others. This does not exclude responsibility for our own failure to provide the agreed service with reasonable care and skill.

10. Complaints and governing law

Please send complaints to hello@futureyouyourlifeyourway.com. As stated on our existing website, we aim to acknowledge complaints within five working days and respond fully within 20 working days where possible; we will explain any delay.

The service agreement is governed by the law of England and Wales, subject to any mandatory protections of the law applicable to you. Nothing prevents a consumer from using courts available to them under applicable law. Changes to these terms will not retrospectively alter an agreed booking without your agreement.