1. Governance
1.1. This is the Website Terms of Service for The Good Place Home Care Services Limited.
1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".
1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.
1.4. We can be contacted by:-
- a. Telephone: 01283 296 337
- b. Email: [protected:ahello][protected:athegoodplace.care]
- c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ
1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.
1.6. Document control sheet:-
| Metadata | Value |
|---|---|
| Document fingerprint | ICT-2124-V2 |
| Document owner | Dean Hill (Nominated Individual) |
| Document version | 2 |
| Document status | Approved following a scheduled review on 18/03/2026 by Dean Hill (Nominated Individual) |
| Document review cycle | Annually or sooner if legislation or guidance changes. Next review planned for March 2027 |
| Summary of changes | Following an internal governance review we have made a number of changes to this policy to align with legal and regulatory responsibilities. |
2. Purpose
2.1. To ensure that we fulfil our legal and regulatory responsibilities in relation to the operation of our website and the information and online services we provide through it.
2.2. To providing clear, accurate and accessible information to people, families, carers and professionals about our domiciliary care services and how to access them.
2.3. To enable people to contact us, give feedback and make complaints about our services or their experience of using the website, and explaining how we respond.
2.4. To support people’s independence, choice and control by ensuring online information about our services is up-to-date, understandable and does not mislead.
2.5. To demonstrate our commitment to transparency, equality, human rights, diversity and inclusion in how we present information online and how we use personal information.
2.6. To ensure that we fulfil the legal and regulatory responsibilities.
2.7. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-
| Effective | |
|---|---|
Supporting people to live healthier lives | We support people to manage their health and wellbeing so they can maximise their independence, choice and control. We support them to live healthier lives and where possible, reduce their future needs for care and support. |
| Caring | |
Independence, choice and control | We promote people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing. |
Responding to people’s immediate needs | We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress. |
| Responsive | |
Providing information | We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs. |
Listening to and involving people | We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result. |
Equity in access | We make sure that everyone can access the care, support and treatment they need when they need it. |
| Well-led | |
Shared direction and culture | We have a shared vision, strategy and culture. This is based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and our communities in order to meet these. |
Governance, management and sustainability | We have clear responsibilities, roles, systems of accountability and good governance. We use these to manage and deliver good quality, sustainable care, treatment and support. We act on the best information about risk, performance and outcomes, and we share this securely with others when appropriate. |
3. Scope
3.1. This Website Terms of Service applies to:-
- a. All individuals who access or use our website, including service users, prospective service users, family members, carers, advocates, professionals and members of the public.
- b. All staff and contractors involved in publishing, managing or maintaining content on our website, insofar as they must comply with these Terms when using or administering the website.
4. Policy Statement
4.1. The Good Place Home Care Services Limited is committed to providing accurate, accessible and non-discriminatory information about our domiciliary care services through our website. We will ensure that the information we publish is clear, as up to date as reasonably possible, and supports people to make informed choices about their care and support.
4.2. We will seek to design and operate our website in a way that supports equity of access, including making reasonable adjustments where possible, and providing information in alternative formats on request in line with the Accessible Information Standard and our Accessible Information Standard (AIS) Policy and Procedure.
4.3. We will make it easy for people to contact us, share feedback, raise concerns or make complaints about our services or about the Website, and we will respond in line with our Complaints Policy and Procedure and CQC requirements.
4.4. We will ensure that any online information about our regulated activities is consistent with our registration with CQC and does not misrepresent the nature, quality or scope of the services we provide.
5. Definitions
5.1. “Website” means this website (www.thegoodplace.care), including any sub domains, which is operated by The Good Place.
5.2. “Service user” means a person who receives, or may receive, regulated domiciliary care services from us.
5.3. “Regulated activities” means the activities that we provide which are regulated by the Care Quality Commission (CQC) under the Health and Social Care Act 2008.
5.4. “Content” means any text, images, video, audio or other material published on, or accessible via, our Website.
6. Accessible Information and Reasonable Adjustments
6.1. We aim to ensure that information on our website is accessible and easy to understand for as many people as possible. If you have difficulty accessing any information on our website, please contact us so that we can discuss how best to support you.
6.2. In line with the Accessible Information Standard and our duties under the Equality Act 2010, we will take reasonable steps to provide information in alternative formats or communication methods where this is needed, practicable and appropriate. This may include, for example, large print, easy read, translated materials or use of an advocate or interpreter.
6.3. We will not unlawfully discriminate against any person in the way we provide online information or interact with people through our website, and we will take account of individual needs and preferences wherever reasonably possible.
6.4. See our Accessible Information Standard (AIS) Policy and Procedure for full details.
7. Online and Mobile Alerts/ Notifications
7.1. Electronic alerts or notifications may be sent to the e-mail address you provide when signing up to any online service or portal offered through our Website. You may also choose to have alerts or notifications sent to a mobile device that accepts text messages or to devices compatible with push notifications.
7.2. Because some alerts are not encrypted, they will not include sensitive personal information (such as your full name together with detailed health information). Anyone with access to your e-mail account or device may be able to view the content of these alerts or notifications. You are responsible for keeping your devices and accounts secure.
7.3. We will only send you alerts or notifications where we have a lawful basis to do so under UK data protection law, for example where it is necessary for the performance of a contract with you, or where you have given us your consent. You can withdraw your consent or change your communication preferences at any time by contacting us or following any unsubscribe or settings instructions provided in our communications.
8. Your Sign In Information
8.1. Please let us know if any of your details change, particularly your e-mail address and mobile phone number. If you do not do this, we may not be able to deliver alerts or notifications to you. We will send all further alerts or notifications using the new information you provide.
8.2. By providing us with your e-mail address you agree that we may contact you electronically at that e-mail address for purposes related to the service you have requested, in accordance with our Website Privacy Statement and our Confidentiality and Data Protection (UK GDPR) Policy and Procedure.
8.3. You agree and understand that you are responsible for maintaining the confidentiality of your password and any other security credentials which, together with your e-mail address or username, allow you to access secure features on our Website. If you become aware of, or suspect, any unauthorised use of your sign in information, you agree to notify us immediately so that we can take appropriate steps to protect your information.
8.4. You agree to provide us with information which is accurate and not to misrepresent your identity or your personal information. Providing false information may affect our ability to provide safe and appropriate services and may breach our terms.
9. What We ask You not to do
9.1. You agree that you will not:-
- a. Use any robot, spider, scraper, deep link or other similar automated data gathering or extraction tools, program, algorithm or methodology to access, acquire, copy or monitor our website or any portion of it without our express written consent, which may be withheld at our sole discretion.
- b. Use or attempt to use any engine, application, tool, agent or other device or mechanism (including without limitation browsers, spiders, robots, avatars or intelligent agents) to navigate or search our website, other than the search engines and search agents available through our Website and other than generally available third-party web browsers (such as Microsoft Edge, Chrome or Safari).
- c. Post or transmit any file which contains viruses, worms, Trojan horses or any other contaminating or destructive features, or that otherwise interferes with the proper working of our website.
- d. Attempt to decipher, decompile, disassemble or reverse-engineer any of the software comprising or in any way forming part of our website, except to the extent that you are permitted to do so by law.
10. Security
10.1. The security of your personal information is important to us. We follow generally accepted industry standards and apply appropriate technical and organisational measures to protect the personal information submitted to us, both during transmission and once we receive it.
10.2. No method of transmission over the Internet, or method of electronic storage, is 100% secure and we cannot guarantee absolute security. However, we take reasonable steps to reduce the risk of unauthorised access, loss or misuse of your personal information.
10.3. You are responsible for keeping your device, login details and passwords secure, and for logging out of any secure areas of the website when you have finished using them, particularly when using a shared or public device.
11. Non-human visitors
11.1. Non-human visitors include, but are not limited to, web spiders, bots, indexers, robots, crawlers, harvesters, or any other computer programs designed to access, read, compile or gather content from a website automatically. Non-human visitors are restricted from taxing the resources of our website beyond what would be typical of a human visitor.
11.2. Furthermore, as specified by the "no-email-collection" flag in the header pages within our website and/ or the contents of the robots.txt file, e-mail addresses and contact forms on this site are considered our proprietary intellectual property. It is recognized that these e-mail addresses and contact forms are provided for human visitors alone, and have value in part because they are accessible only to said human visitors.
11.3. By continuing to access our website, you acknowledge and agree that our e-mail addresses and contact forms have value to us, including because they are intended for genuine human enquiries only. You agree not to use automated means to collect, harvest or misuse these e-mail addresses or contact forms.
11.4. Intentional collection, harvesting, gathering or storing of e-mail addresses or use of contact forms by non-human visitors, other than for legitimate indexing or security purposes, is recognised under these Terms as a violation and is expressly prohibited.
11.5. Any non-human visitors to our website shall be considered agents of the company or individual(s) who control or author them, who shall ultimately be responsible for the behaviour of their non-human visitor agents and may be liable for violations of these Website Terms of Service.
11.6. We reserve the right to take appropriate technical and legal action in response to automated misuse of our contact forms and/ or spam messages sent to our e-mail addresses or via our contact forms. Where we can identify the company or individual(s) who control or author such non-human visitors, we may seek to recover any demonstrable losses, costs or damages we incur as a result of that misuse, but only where and to the extent this is expressly permitted under applicable law.
12. Records of visitor use and abuse
12.1. As a visitor to our website, you consent to our recording your Internet Protocol (IP) address and certain technical information about your visit. We use this information to help maintain the security and performance of our website, to detect and prevent abuse, and for statistical and analytical purposes, as explained further in our Website Privacy Statement.
12.2. Our website may detect and log attempts at hacking, unauthorised access or similar malicious activity. If such activity is detected, your IP address may be blocked or restricted from accessing our website. Where appropriate, we may also share relevant information with law enforcement or other authorities in line with applicable law.
13. Termination and Amendment
13.1. We may suspend or terminate your access our website immediately and without notice if you materially breach these Website Terms of Service or if we reasonably suspect fraudulent or abusive activity.
13.2. Upon such termination, you must immediately cease accessing or using our Website and you agree not to attempt to re-register or otherwise gain unauthorised access. We reserve the right to take technical and/ or legal measures to block, nullify or deny your ability to access such areas where reasonably necessary to protect our systems, other users or the public.
13.3. We reserve the right, in our sole discretion, at any time and from time to time to change, modify or discontinue, temporarily or permanently, the website (or any part of it). We will usually try to give reasonable notice of significant changes where this is practicable.
13.4. We shall not be liable to you or any third party for any modification, suspension or discontinuance of the Website, except as expressly required under applicable law.
14. Personal Information
14.1. Our collection, use and disclosure of personal information via the Website is governed primarily by our Website Privacy Statement and our Confidentiality and Data Protection (UK GDPR) Policy and Procedure.
14.2. If there is any discrepancy between these Website Terms of Service and our Website Privacy Statement with respect to the collection, use and/ or disclosure of personal information via our website, the Website Privacy Statement will prevail.
14.3. You represent and warrant to us that:-
- a. You will provide appropriate privacy information and obtain (or will obtain) all consents and rights necessary for us to process any personal information you submit to us in accordance with these Website Terms of Service, our Website Privacy Statement and our Confidentiality and Data Protection (UK GDPR) Policy and Procedure.
- b. If you provide us with personal information relating to another person (for example, a family member or someone you care for), you have a lawful basis for doing so under UK data protection law. This may include that you have the person’s consent where required, or that you are otherwise legally authorised to share their information with us for the relevant purpose.
14.4. Where you provide personal information about another person you confirm that, where appropriate, you have:-
- a. Informed them that you are providing their information to us and why; and
- b. Provided them with a copy of, or link to, our Website Privacy Statement; and
- c. Ensured that they understand how to exercise their data protection rights, including their rights of access, rectification, restriction, objection and complaint to the Information Commissioner’s Office (ICO).
14.5. We will process all personal information in accordance with UK GDPR and the Data Protection Act 2018, including applying appropriate technical and organisational measures to keep it secure and only retaining it for as long as necessary for the purposes for which it was collected or as required by law.
15. Disclaimer
15.1. We try to ensure that information on our website is accurate, complete and up to date. However, information is provided for general information purposes only and does not constitute individual professional advice about your care or treatment. You should contact us or an appropriate professional for specific advice tailored to your circumstances.
15.2. In using our website, you agree to be bound by these Website Terms of Service, which take effect on the date when you first use our website.
15.3. The website and all information, text, names, images, pictures, logos, links, icons and other materials are provided "as is" and without representation, warranty or endorsement, express or implied, to the fullest extent permitted by law. In particular, we do not warrant or represent that:-
- a. The information on the website is free from errors or omissions; or
- b. Your use of the website will be uninterrupted or error-free; or
- c. The website or its servers are free of computer viruses or other harmful components.
15.4. Nothing in these Terms excludes or limits our liability for:-
- a. Death or personal injury caused by our negligence; or
- b. Fraud or fraudulent misrepresentation; or
- c. Any other liability that cannot be excluded or limited under applicable law; or
- d. Any failure to meet the statutory rights you have as a consumer, including under the Consumer Rights Act 2015, or any duties we owe under health and social care legislation and regulations.
15.5. Subject to clauses 15.4 and to the extent permitted by law, we will not be liable for:-
- a. Any loss or damage arising from your use of, or inability to use, the website; or
- b. Any loss or damage arising from your reliance on any content displayed on the website; or
- c. Any indirect or consequential loss or damage.
15.6. Subject to clauses 15.4 and 15.5, and to the extent permitted by law, if we are found liable to you in relation to non-regulated services provided through the website, our total aggregate liability to you in respect of such non-regulated services will be limited to the total amount you have paid to us for those non-regulated services in the 12 months immediately preceding the event giving rise to the claim.
15.7. The limitation in clause 15.6 does not apply to any regulated care services we provide to you, which are governed by separate contracts and by health and social care legislation and regulation.
16. Force Majeure
16.1. We shall not be responsible for any failures or delays in making the website available or in performing any obligations under these Website Terms of Service arising from any cause beyond our reasonable control, including but not limited to acts of God, acts of civil or military authority, fires, wars, riots, pandemics, cyber attacks, earthquakes, storms, typhoons and floods.
16.2. This clause does not relieve us of our statutory responsibilities in relation to the provision of regulated care services, which are governed by separate contractual and regulatory arrangements.
