Return, Cancellation and Refund Policy

Last updated: 1 August 2026

Bluebell Haven Care Ltd understands that circumstances can change, particularly when arranging support for yourself, a family member or an organisation.

This policy explains how cancellations, refunds and service concerns are handled. It applies to services purchased or booked directly with Bluebell Haven Care Ltd through our website, by telephone, by email, through an invoice or by another agreed payment method.

In this policy, “Bluebell Haven Care”, “Bluebell”, “we”, “us” and “our” mean Bluebell Haven Care Ltd.

1. Services rather than physical products

Bluebell Haven Care currently provides service-based support, staffing and Personal Assistant introduction services. We do not currently sell physical products through our website.

This means there will usually be no physical item to return. References to “returns” in standard online-shop policies should therefore be understood as requests to cancel a service or obtain a refund.

2. Relationship with your service agreement

This policy should be read alongside the relevant:

• service agreement;

• booking confirmation;

• Personal Assistant introduction agreement;

• staffing supply agreement;

• quotation; or

• invoice terms.

Where a service-specific agreement contains more detailed cancellation provisions, those provisions will apply alongside this policy.

Nothing in this policy removes or restricts any legal rights that cannot lawfully be excluded.

3. Enquiries and provisional discussions

Submitting an enquiry through our website does not normally create a binding contract or payment obligation.

You may withdraw an enquiry at any time before:

• a service has been formally accepted;

• a booking has been confirmed;

• a service agreement has been entered into; or

• Bluebell Haven Care has started chargeable work.

No cancellation charge will normally apply at this stage.

4. Cancelling before work begins

Where you have made a payment but Bluebell Haven Care has not started the service or incurred any authorised costs, you will normally receive a full refund.

Where we have already incurred a clearly disclosed third-party cost at your request, we may deduct that cost from the refund. Examples may include authorised advertising, external checks or other non-recoverable charges.

Any deduction will be reasonable and explained to you.

5. Consumer cancellation rights

Depending on the type of service, how the agreement was entered into and the applicable law, you may have a legal right to cancel within a specified period.

Where a statutory cancellation period applies, Bluebell Haven Care will provide the required information before you are bound by the agreement.

Please contact us as soon as possible if you wish to cancel within 14 days of entering into an agreement online, by telephone or away from our business premises. We will confirm whether a statutory cancellation right applies to the particular service.

Starting a service during a cancellation period

Some clients need support to begin urgently.

Where you expressly ask Bluebell Haven Care to begin work before the end of an applicable cancellation period:

• you may be required to pay for the proportion of the service already provided before cancellation;

• any completed and properly delivered part of the service may be deducted from the refund; and

• where a service has been fully performed at your express request, the right to cancel may end where permitted by law.

We will explain this before beginning an affected service.

6. Scheduled home support visits

Please give us as much notice as possible when cancelling or rearranging a scheduled home support visit.

At least 24 hours’ notice

Where at least 24 hours’ notice is provided, there will normally be no cancellation charge for the affected visit.

Any advance payment for that visit will normally be:

• refunded; or

• applied as credit to a rearranged visit, with your agreement.

Less than 24 hours’ notice

Where less than 24 hours’ notice is given, we may apply a reasonable late-cancellation charge.

The charge will not automatically exceed the price of the cancelled visit and will reflect costs that Bluebell Haven Care could not reasonably avoid, such as committed worker time or travel arrangements.

No access or missed visits

A late-cancellation charge may also apply where:

• a support worker attends the agreed address but cannot gain access;

• the client is not available at the agreed time;

• the visit cannot proceed because essential information was not provided; or

• Bluebell Haven Care was not informed that the visit was no longer required.

We will consider emergencies and exceptional circumstances fairly.

7. Exceptional circumstances

We understand that unexpected situations can arise, including:

• emergency hospital admission;

• serious illness;

• bereavement;

• safeguarding concerns;

• sudden changes in a person’s support needs; or

• circumstances outside the client’s reasonable control.

Please contact us as soon as reasonably possible. We may waive or reduce a cancellation charge after considering the individual circumstances.

8. Ending an ongoing home support arrangement

Ongoing or recurring support may be ended by giving the notice stated in the relevant service agreement.

Charges will remain payable for:

• services already delivered;

• visits taking place during an agreed notice period;

• authorised costs already incurred; and

• any valid cancellation charges arising under the agreement.

Where appropriate, we will cooperate with the client, their representative and any new provider to support a safe and orderly transition.

Different arrangements may apply where a service must end immediately because of serious safety concerns, unlawful behaviour, a material breach of the agreement or circumstances that make it unsafe or impossible to continue.

9. Personal Assistant introduction services

Personal Assistant introduction services may involve several stages, including:

• discussing the client’s requirements;

• preparing a search profile;

• advertising or sourcing potential Personal Assistants;

• reviewing applicants;

• sharing suitable profiles;

• arranging introductions or interviews; and

• providing agreed onboarding support.

Before the search begins

Where you cancel before Bluebell Haven Care begins chargeable work, you will normally receive a full refund.

After the search begins

Where chargeable work has started, any refund may be reduced to reflect:

• work already completed;

• an agreed stage of the service that has been delivered; and

• authorised third-party costs that cannot be recovered.

We will provide a reasonable explanation of any deduction.

Completed introduction stages

A fee relating to a completed introduction or another fully delivered stage will not normally be refundable merely because:

• the client changes their mind;

• the client decides not to proceed with a suitable candidate;

• a candidate is not selected after an introduction; or

• the preferred working arrangement cannot be agreed between the client and the Personal Assistant.

This does not apply where Bluebell Haven Care has failed to provide the agreed service with reasonable care and skill or where the relevant agreement provides a replacement-search or refund entitlement.

Where a selected Personal Assistant withdraws or does not commence the arrangement, any replacement search, credit or refund will be handled under the Personal Assistant introduction agreement.

10. Staffing and recruitment services for organisations

Staffing and recruitment bookings made by businesses, charities, healthcare organisations or other professional customers are normally business-to-business arrangements.

Cancellation charges, notice periods, introduction fees and refund rights will be governed primarily by the relevant:

• staffing supply agreement;

• booking confirmation;

• quotation; or

• recruitment terms.

Where an organisation cancels a confirmed worker or shift at short notice, Bluebell Haven Care may charge reasonable costs in accordance with the agreed terms.

Where Bluebell Haven Care is unable to provide a confirmed worker, we will seek to offer an appropriate replacement. Where no replacement can be provided or accepted, any prepaid charge relating solely to the unprovided service will be refunded or credited.

11. Cancellation by Bluebell Haven Care

Bluebell Haven Care may occasionally need to cancel or rearrange a visit because of circumstances such as worker illness, emergencies, unsafe conditions or events outside our reasonable control.

Where this occurs, we will take reasonable steps to:

• inform you promptly;

• provide a suitable replacement worker where possible;

• rearrange the service; or

• offer an appropriate refund or credit for the part of the service that was not provided.

We will not require you to accept credit instead of a refund where you are legally entitled to receive a refund.

12. Concerns about the quality of a service

Bluebell Haven Care aims to provide all services with reasonable care and skill.

Please contact us promptly if you believe that a service:

• was not delivered as agreed;

• was incomplete;

• was delivered below a reasonable standard;

• did not reflect important information agreed before the service began; or

• resulted in an incorrect charge.

We will review the concern and may offer an appropriate remedy, which could include:

• correcting or repeating the service;

• providing a replacement worker;

• completing an outstanding part of the service;

• applying an account credit;

• reducing the price; or

• issuing a partial or full refund.

The appropriate remedy will depend on the circumstances, the service already received and the applicable legal rights.

13. Situations where a refund may not be available

A refund may not normally be provided where:

• the service was fully delivered as agreed and with reasonable care and skill;

• the client simply changes their mind after the service has been completed;

• a cancellation charge is valid, reasonable and clearly provided for in the agreement;

• an agreed and completed stage of an introduction or recruitment service has been delivered;

• costs were incurred because the client provided incorrect or incomplete information;

• a third-party cost was authorised, incurred and cannot be recovered; or

• the refund request concerns circumstances outside Bluebell Haven Care’s responsibility.

Each request will be considered fairly and on its individual facts. This section does not override any statutory right to a refund, repeat performance, price reduction or other remedy.

14. Requesting a cancellation or refund

To request a cancellation or refund, please contact:

Bluebell Haven Care Ltd
Email: support@bluebellhavencare.co.uk
Website: www.bluebellhavencare.co.uk

Please provide:

• the client’s name;

• the name of any authorised representative;

• the invoice or booking reference;

• the service concerned;

• the date of the service or payment;

• the reason for the request; and

• any supporting information that may help us review the matter.

An authorised representative may submit a request on behalf of a client.

15. Processing refunds

Once a refund has been approved, we will process it without unnecessary delay and normally within 14 days.

Refunds will ordinarily be made using the same payment method used for the original transaction, unless another method is expressly agreed.

The time taken for the payment to appear in your account may depend on your bank or payment provider.

Where only part of a service is refundable, we will explain how the refund has been calculated.

16. Complaints

A refund request may also be treated as a complaint where it concerns the quality, safety or delivery of a service.

Complaints will be handled respectfully, fairly and in accordance with Bluebell Haven Care’s complaints procedure.

Submitting a complaint does not affect your legal rights or prevent you from raising a safeguarding concern.

17. Changes to this policy

We may update this policy to reflect changes to our services, contractual arrangements or legal obligations.

The latest version will be published on our website with the date on which it was last updated.

18. Your legal rights

This policy is intended to explain Bluebell Haven Care’s cancellation and refund arrangements clearly. It does not exclude, restrict or replace any rights or remedies available under applicable consumer law.