1. About these terms
These terms apply to services provided by Lumejej Companions Ltd, a company registered in England and Wales under company number 17413951. Our registered office is 48 Maple Avenue, Shildon, County Durham, DL4 2AG.
Before regular services begin, we will agree the service, schedule, fees and any individual arrangements with the client or the person authorised to act for them. That written service agreement will form part of these terms.
Contact us at hello@lumejejcompanions.co.uk or 07417 400966.
2. Our service
We provide non-regulated companionship and befriending services for adults. Services may include home companionship, telephone befriending, social outings, shopping companionship, appointment companionship, welfare visits, shared activities and basic technology support.
We do not provide personal care, medication administration, nursing, clinical care or social work services. We do not transport clients in staff vehicles. Our service is not an emergency service or a substitute for regulated health or social care.
3. Starting the service
We will discuss the client’s wishes, needs, communication preferences and any relevant safety information before confirming a service. We may decide that our service is not suitable where the person needs support outside our role or where we cannot provide the service safely.
The client, or their authorised representative, must give accurate information and tell us promptly about changes that may affect the service.
4. Bookings and visits
Bookings are subject to availability and become confirmed when we agree the date, time, service and price. Home companionship has a minimum booking of one hour. Social outings and appointment companionship have a minimum booking of two hours.
Telephone befriending calls take place at agreed times. The number and length of calls depend on the chosen option. If a client does not answer, we will follow the agreed contact process, but we cannot guarantee an immediate response or emergency intervention.
5. Prices, invoices and payment
Current standard prices appear on our Pricing page. We will confirm the applicable fee before a booking begins. Monthly packages cover the stated number of hours or calls during the agreed monthly period.
Invoices are sent by email through FreeAgent and are payable by bank transfer to the Lumejej Companions Ltd business account. The invoice will show our bank details and the invoice number to use as the payment reference. We do not publish bank details on this website.
Invoices are due within 7 days. Where a service is due to start sooner, payment must be received before the first visit or call. Monthly companionship and telephone befriending packages are payable in advance.
The person named as responsible for payment in the service agreement is responsible for paying invoices. Once payment has been matched to the invoice, we will provide a payment confirmation or receipt.
The client is responsible for agreed personal costs linked to an activity, such as their own tickets, meals, entry fees or purchases. Any travel outside our agreed local area will be discussed and quoted before confirmation.
We will give reasonable notice of price changes affecting future bookings.
6. Cancellations
- More than 24 hours before the agreed start time. No cancellation charge.
- Less than 24 hours before the agreed start time. 50% of the booked service fee.
- After the companion has arrived or the service has begun. The full booked service fee.
We may waive a charge in exceptional circumstances. If we need to cancel, we will tell you as soon as reasonably possible and offer another time or refund any payment for the service we could not provide.
Any separate statutory cancellation right that applies to a new service contract will be explained in the service agreement.
7. Safety, conduct and boundaries
Clients, representatives and companions must treat one another with dignity and respect. We will not continue a visit where there is violence, abuse, harassment, serious intoxication, an unsafe environment or a risk that cannot be managed within our service.
We follow agreed safeguarding and emergency procedures. Where we reasonably believe someone faces immediate danger or serious harm, we may contact emergency services or an appropriate safeguarding authority.
8. Changes and ending the service
Either party may ask to change or end an ongoing arrangement. The notice period and any payment due will follow the service agreement. We may pause or end services immediately where continuing would be unsafe, unlawful, outside our service scope, or where serious or repeated payment or conduct concerns remain unresolved.
9. Responsibility
We will provide the agreed service with reasonable care and skill. We are not responsible for losses caused by inaccurate or withheld information, events outside our reasonable control, or decisions and purchases made independently by the client.
Nothing in these terms removes responsibility that cannot legally be excluded, including responsibility for death or personal injury caused by negligence, fraud, or the client’s statutory rights.
10. Privacy and complaints
We handle personal information as explained in our Privacy Policy. If you have a concern or complaint, please contact us by telephone or email. We will acknowledge it and follow our complaints process.
11. Changes to these terms and governing law
We may update these website terms when our services or legal responsibilities change. The terms agreed when a service is booked will apply to that booking unless a change is required by law or agreed with you.
These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any consumer right to bring a claim elsewhere in the UK.