Terms & Conditions

**Effective Date:** June 2026

Welcome to Resilient Roots Services Ltd ("Resilient Roots", "we", "us", or "our"). These Terms & Conditions govern the use of our website and the services we provide.

By using our website, contacting us, or engaging our services, you agree to these Terms & Conditions.

## 1. About Us

Resilient Roots Services Ltd is a care navigation and benefits assistance service based in England and Wales.

We provide guidance, support, coordination, and assistance to older adults and their families in accessing benefits, care services, and support systems.

We are not:

* A law firm
* A regulated financial adviser
* A healthcare provider
* A care agency or care provider
* A provider of medical advice

Any information we provide is intended to support decision-making and service navigation only.

## 2. Our Services

We currently offer the following service packages:

### Navigate

An assessment and written action plan identifying relevant benefits, support services, and recommended next steps.

### Apply

Everything included within Navigate, plus assistance with completing and submitting benefit applications.

### Coordinate

Everything included within Apply, plus care coordination support, provider identification, initial arrangements, and follow-up support.

The exact scope of services will be confirmed in a separate Client Agreement before work begins.

## 3. Services Not Included

Unless expressly agreed in writing, our services do not include:

* Benefit appeals or tribunal representation
* Legal advice
* Financial advice
* Medical advice
* Ongoing case management beyond any agreed package
* Management of finances or assets
* Acting as a care provider
* Attendance at court or tribunal proceedings
* Any service outside the agreed package scope

## 4. No Guarantee of Outcomes

While we use reasonable skill, care, and professional experience when providing our services, we cannot guarantee:

* Approval of benefit applications
* Receipt of any benefit award
* Care funding decisions
* Availability of care providers
* Outcomes determined by government bodies, local authorities, healthcare providers, or third parties

All decisions relating to benefits, assessments, funding, and care provision remain the responsibility of the relevant authority or organisation.

## 5. Client Responsibilities

Clients agree to:

* Provide accurate and complete information
* Supply requested documentation promptly
* Inform us of material changes in circumstances
* Review applications and documents before submission
* Ensure they have authority to act on behalf of another person where applicable

We may rely on information provided by clients and are not responsible for losses resulting from inaccurate, incomplete, or delayed information.

## 6. Fees and Payment

Fees for our services will be set out in a separate proposal, quotation, or Client Agreement.

Unless otherwise agreed:

* A deposit may be required before work begins
* Remaining fees become payable in accordance with agreed payment terms
* Work may be paused if payments become overdue
* Additional costs payable to third parties remain the client's responsibility

We reserve the right to charge interest on overdue invoices where permitted by law.

## 7. Third-Party Services

Where we introduce or help arrange services from care providers, local authorities, charities, healthcare providers, or other organisations:

* We act as an independent facilitator only
* We do not control third-party organisations
* We are not responsible for their actions, decisions, pricing, availability, or quality of service

Any contract formed with a third party is between you and that organisation.

## 8. Privacy and Data Protection

We process personal information in accordance with our Privacy Policy.

By using our services, you acknowledge that we may need to collect and process personal information, including special category data such as health information, where necessary to provide our services.

Where you provide information about another individual, you confirm that you have the appropriate authority or consent to do so.

## 9. Confidentiality

We treat client information as confidential and will not disclose it except:

* With your consent
* Where necessary to provide services
* To professional advisers or insurers
* Where required by law
* Where safeguarding concerns require disclosure

## 10. Safeguarding

We take safeguarding seriously.

If we believe an individual may be at risk of abuse, neglect, exploitation, or serious harm, we may share relevant information with appropriate safeguarding authorities, even without consent where legally required or permitted.

## 11. Limitation of Liability

To the fullest extent permitted by law:

* We shall not be liable for indirect, consequential, or special losses
* We shall not be liable for losses arising from decisions made by third parties
* We shall not be liable for losses caused by inaccurate information supplied to us
* Our total liability arising from any engagement shall not exceed the fees paid by the client for the relevant service

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.

## 12. Intellectual Property

All content on this website, including text, branding, graphics, documents, and materials, remains the property of Resilient Roots Services Ltd unless otherwise stated.

You may not reproduce, distribute, or commercially exploit website content without our prior written permission.

## 13. Website Use

You agree not to:

* Use the website unlawfully
* Attempt unauthorised access to systems or data
* Interfere with website operation
* Upload malicious software or harmful content

We reserve the right to restrict access where misuse occurs.

## 14. Complaints

If you are dissatisfied with our services, please contact us in the first instance using the contact details provided on our website.

We will seek to resolve complaints fairly and promptly.

## 15. Cancellation Rights

Consumers may have statutory cancellation rights under applicable consumer protection legislation.

Any specific cancellation terms relating to a service engagement will be set out within the Client Agreement.

## 16. Changes to These Terms

We may update these Terms & Conditions from time to time.

The latest version will always be published on our website.

## 17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

## Contact Us

Resilient Roots Services Ltd

Registered Address:
28a Grange Street,
Clifton,
Shefford,
Bedfordshire,
SG17 5EW

Email: [info@resilientroots.co.uk](mailto:info@resilientroots.co.uk)

Company Number: 17239772