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Client Terms and Conditions

Last updated: 30/03/2026

1. Definitions

In these terms and conditions:

“Client” (also “you” or “your”) means the person arranging and/or paying for care. The client may or may not be the same person as the care recipient.

“Care recipient” means the person receiving care.

“Carer” means a person providing care on a self-employed basis who has been introduced to you by Sparrow.

“Sparrow” (also “we”, “us” or “our”) means Sparrow Self-Employed Carers Limited, a company registered in England and Wales with company number 15156919.

“Care agreement” means any agreement made between a client and a carer regarding the provision of care.

“Sparrow service fee” means the fee charged by Sparrow to the client for our services, as described in section 6.

2. About Sparrow and our services

Sparrow Self-Employed Carers is an introductory agency based in Northumberland. We introduce clients to self-employed carers who can provide care and support.

We are not a care agency. We do not employ carers, supply carers, manage care or direct how care is provided. As an introductory agency, we are not involved in the provision of care itself, so we are not registered with the Care Quality Commission (CQC). However, we aspire to uphold the fundamental standards of care set out by the CQC and encourage all parties to do the same.

Everything we do is aimed at making it straightforward for families to find good quality care from vetted, self-employed carers. Our services to you include:

  • carrying out background checks on carers before they join Sparrow (see section 4)
  • providing carer profiles on our website so you can browse and review carers for yourself
  • helping you to understand your care needs and identifying potentially suitable carers from our network
  • introducing you to carers who may be able to help, based on the information you provide
  • where possible, helping you to find additional or replacement carers when your circumstances change
  • providing ongoing support, advice and guidance

We also invest in our carers by providing access to training, invoicing support, accountancy services, reimbursing the cost of a basic public liability insurance policy, and covering the cost of DBS checks and the DBS Update Service where needed. This support is funded by the Sparrow service fee (see section 6) and helps us to attract and retain high-quality carers for our network.

We are not able to guarantee that we will find a suitable carer, or that any carer we introduce will be available when you need them. We will always do our best, but carer availability depends on location, timing and the nature of the care required.

By asking Sparrow to find you a carer, you agree to these terms and conditions. These terms apply from that point, though no fees are payable until care begins (see section 6). You also agree that our privacy policy, available at www.sparrowcarers.co.uk/privacy-policy, applies to you.

3. Understanding the relationships between you, your carer and Sparrow

When we introduce you to a carer, the care itself is arranged directly between you and the carer. Sparrow is not a party to your care agreement and has no role in managing or directing the care provided.

This means there are three separate relationships at play:

Between you and your carer — you and your carer agree between yourselves how care will be provided, including the type of care, timing, frequency, fees and any other arrangements. Your carer works directly for you as a self-employed person and you pay them directly for the care they provide. They are not employed by Sparrow.

Between you and Sparrow — we provide the introduction and ongoing support services described in section 2, and you pay the Sparrow service fee described in section 6. This fee is the sole way Sparrow is funded and is what makes it possible for us to recruit, vet and support our carers at no cost to them.

Between the carer and Sparrow — we provide carers with support, access to training, accountancy services and other benefits at no charge. This is a separate arrangement between Sparrow and the carer, and does not make the carer an employee of Sparrow or give Sparrow any role in directing their work.

Your carer is self-employed and is responsible for their own tax and National Insurance. Sparrow does not provide advice on employment status, and it is your responsibility to ensure that the way you work with your carer is consistent with a self-employed relationship. If you are unsure about your carer’s employment status, we recommend seeking independent advice. You can find guidance on employment status at www.gov.uk/employment-status and use HMRC’s Check Employment Status for Tax tool at www.gov.uk/guidance/check-employment-status-for-tax. Sparrow does not accept liability for any tax, National Insurance or other costs arising from a determination by HMRC or any court or tribunal that a carer is or was employed by you.

We encourage clients and carers to put their care arrangements in writing. Sparrow can provide a template care agreement to help with this, but the content and terms are for you and your carer to decide.

While Sparrow does not manage the care relationship, we are here to help. If you have questions, need advice, or your circumstances change and you need to find additional care, we will do what we can to support you.

4. What Sparrow does

Before a carer joins Sparrow, we carry out a range of checks to satisfy ourselves that they are suitable. These may include:

  • an in-person interview (or if needed an online interview)
  • identity checks
  • reference checks
  • checking DBS (Disclosure and Barring Service) status, or arranging a new Enhanced DBS check where needed
  • confirming that public liability insurance is in place

While we carry out these checks with reasonable care, we are not able to guarantee the accuracy of all information provided to us by carers or other parties, and checks carried out at the point of joining may not reflect changes in a carer’s circumstances over time.

It remains your responsibility to satisfy yourself that a carer is suitable for the care recipient’s specific needs. We recommend that you:

  • meet any carer before agreeing to care arrangements
  • ask to see their DBS certificate and check it is current
  • ask to see their insurance certificate
  • discuss their experience, training and any qualifications relevant to the care required
  • make sure they understand the care recipient’s needs, preferences and any relevant medical information
  • agree terms and fees with your carer and consider putting your arrangements in writing using a care agreement

Where a carer is registered with the DBS Update Service, their DBS status can be checked online at any time with their consent. You can do this yourself at www.gov.uk/dbs-update-service or ask us to do it on your behalf.

Any care agreement you enter into with a carer is solely between you and the carer. Sparrow is not a party to it and accepts no responsibility for its terms or for the care provided under it.

When we share information about your care needs with carers, we take reasonable care to ensure that relevant information you have provided to us is passed on accurately. The information we share with carers is based on what you have told us and may not be a complete picture of the care recipient’s needs. Once a carer begins working with you, it is for you and your carer to ensure that the carer has all the information they need to provide safe and suitable care.

Once a carer is working with Sparrow, we continue to support them, for example through access to an online training platform, reimbursement of a basic public liability insurance policy, invoicing support and accountancy services, providing advice and guidance, and linking them with other local carers in our network. We also maintain regular contact with carers and clients, and encourage feedback from both sides so that we can help where needed.

Sparrow does not supervise or monitor the care provided. We are not able to direct how a carer carries out their work, and we do not carry out care assessments or manage care plans.

5. Client responsibilities

To help us find suitable carers and to make sure care arrangements work well for everyone, you are responsible for:

  • providing Sparrow with accurate and complete information about the care recipient’s needs, preferences, medical conditions and any other relevant circumstances
  • updating Sparrow and your carer promptly if the care recipient’s needs or circumstances change
  • assessing the suitability of any carer we introduce for the care recipient’s specific needs
  • agreeing the terms of care directly with your carer, including the type of care, timing, frequency and fees
  • maintaining reasonable communication with your carer about the care being provided
  • ensuring that the care recipient’s home provides a safe environment for the carer to work in
  • paying your carer directly for the care they provide, in accordance with whatever arrangement you agree with them
  • paying the Sparrow service fee as described in section 6
  • satisfying yourself that the way you work with your carer is consistent with a self-employed relationship (see section 3)
  • treating your carer with respect, courtesy and without discrimination of any kind

You must clearly communicate the care recipient’s needs to any carer you engage. This includes any medical conditions, medication, allergies, mobility issues, behavioural concerns or other factors that could affect the care provided or the carer’s safety. If you are unsure whether something is relevant, please share it and let the carer decide.

If you are not the care recipient, you confirm that you have the authority to act on their behalf and to share their personal information with Sparrow and with carers for the purpose of arranging care.

6. Fees and payment

There are two separate sets of fees involved when you use Sparrow:

Carer fees

Your carer will charge you directly for the care they provide. Carers set their own rates and all arrangements regarding hours worked, fees and payment method are agreed between you and your carer. Sparrow does not set carer rates and does not handle payments between you and your carer. Your carer receives 100% of the fees they charge you.

Carer invoices are typically sent monthly. We recommend payment by bank transfer but your carer may also accept other methods. You should discuss this with your carer directly.

Sparrow expects clients to pay carer invoices promptly. If invoices are overdue, we may contact you on the carer’s behalf. If carer invoices remain repeatedly or persistently unpaid, your carer may choose to stop providing care and Sparrow may withdraw its services.

Sparrow service fee

Sparrow charges a separate monthly fee for the services we provide. This fee is 10% plus VAT of the time charged by your carer in any given month. It does not apply to mileage or other expenses.

No fee is payable until care commences. The Sparrow service fee applies from the date your carer begins providing care and continues for as long as you receive care from a carer introduced to you by Sparrow. This applies whether or not you are actively using Sparrow’s other support services during that time.

Sparrow will invoice you separately, usually at the start of each month for the previous month’s care. We ask that payment is made within 7 days of the date of our invoice. Our preferred payment methods are bank transfer or direct debit.

If the Sparrow service fee remains unpaid, we reserve the right to withdraw our services. This may affect your care arrangements.

7. Insurance

Sparrow requires all carers to have public liability insurance in place before they begin working with us. We signpost carers to suitable policies and reimburse the cost of a basic policy. However, it is the carer’s responsibility to arrange and maintain their own insurance. Sparrow does not act as an insurance broker and does not arrange insurance on behalf of carers.

We recommend that you ask your carer to provide you with a copy of their insurance certificate so you can check it is current and suitable for the care being provided.

We also recommend checking that your home insurance covers carers or other workers visiting the property.

If your carer uses their own vehicle as part of the care they provide, they are responsible for ensuring they have appropriate business motor insurance in place. You may wish to confirm this with your carer directly.

If you ask your carer to drive your vehicle, it is your responsibility to ensure that your own insurance covers this.

8. Safeguarding

Sparrow takes the safety and wellbeing of care recipients, carers and clients seriously. Although we do not directly provide or manage care, we are committed to promoting the safety and dignity of everyone involved in our service.

All carers working with Sparrow are expected to be familiar with and act in accordance with relevant legislation, including the Care Act 2014, the Mental Capacity Act 2005 and the Safeguarding Vulnerable Groups Act 2006.

If Sparrow becomes aware of any information that suggests any person may be at risk of harm, abuse, neglect or exploitation, we will refer the matter to the relevant authorities in accordance with our legal obligations.

If you have any safeguarding concerns about a care recipient, a carer or any other person involved in the care, please contact us immediately at hello@sparrowcarers.co.uk or call us on 01434 444888.

Where there is evidence to suggest that any person in the care recipient’s home or connected to the care arrangement has placed a carer or any other person at risk, or has behaved in a way that makes continued use of our services inappropriate, Sparrow reserves the right to withdraw its services on a temporary or permanent basis.

9. Ending or changing care arrangements

Your right to cancel

If you engaged our services by phone, email or through our website, you have the right to cancel within 14 days of agreeing to these terms without giving a reason. To cancel, please let us know in writing at hello@sparrowcarers.co.uk. If care has already commenced before you cancel, the Sparrow service fee remains payable for any care received up to the date of cancellation. Any fees owed to your carer for care already provided remain a matter between you and your carer.

If you want to end your care arrangements

If you wish to end your care arrangements, please let us know as soon as possible so we can update our records.

You should end your care arrangement with your carer in accordance with any notice period or other terms you have agreed with them. Even where no formal notice period has been agreed, we would encourage you to give your carer reasonable notice.

Any outstanding Sparrow service fees remain payable up to the date care ends. Any fees owed to your carer for care already provided remain a matter between you and your carer.

If your care needs change

If your circumstances change and you need more care, different care, or want to change your carer, please let us know and we will do what we can to help, though we are not able to guarantee that a suitable carer will be available.

If your carer stops providing care

Your carer is self-employed and may decide to end their care arrangement with you. Where you have agreed terms such as a notice period, we would expect your carer to follow them, but Sparrow cannot guarantee or enforce this. If your carer stops providing care for any reason, please let us know as soon as possible. We will be happy to discuss the situation with you and to try to introduce you to a suitable replacement if you would like us to, though we are not able to guarantee that one will be available.

If Sparrow withdraws its services

Sparrow reserves the right to withdraw its services if:

  • the Sparrow service fee or carer invoices remain persistently unpaid
  • you or any person in the care recipient’s home behaves in a way that puts a carer or any other person at risk
  • you breach these terms and conditions
  • the care required is beyond the scope of what our carers are able to provide
  • the relationship between you, your carer and Sparrow has broken down to the extent that we can no longer provide our services effectively
  • we reasonably believe that withdrawal of our services is necessary for any other reason

Where possible, we will discuss the situation with you before taking this step. If we do withdraw our services, any outstanding fees remain payable up to the date of withdrawal.

10. Feedback and complaints

We welcome feedback from clients and care recipients at any time. Your feedback helps us to improve our service and to maintain the quality of our carer network.

We may use your feedback, including reviews and comments, on our website or in other materials to help others understand our service. We will only use feedback in an anonymous form unless we have asked for and received your specific permission to do otherwise.

If you have any concerns about the service Sparrow provides or about the care you are receiving, please contact us as soon as possible so we can try to help. You can reach us at:

If you wish to make a formal complaint, please put it in writing to hello@sparrowcarers.co.uk. We aim to acknowledge any complaint within 5 working days and to respond fully as soon as we are able.

If your complaint relates to the care provided by your carer, we will look into the matter and take appropriate action where we can. This may include providing feedback to the carer or, in serious cases, withdrawing our services from them. We can also help you to find a replacement carer if you wish. However, as the care arrangement is between you and your carer, it remains your decision whether to continue working with them.

If you are not satisfied with our response to a complaint, you may wish to seek independent advice. Citizens Advice (www.citizensadvice.org.uk) can provide free guidance on your options. You may also be able to refer a complaint to the Local Government and Social Care Ombudsman (www.lgo.org.uk), which investigates complaints about adult social care services including those that are privately arranged and funded.

If a dispute arises between you and your carer, we are happy to listen to both sides, share our perspective and experience and offer advice and guidance to help you to find a suitable way forward. If you are unable to reach a resolution, we can try to help you find a replacement carer if you wish. However, as the care arrangement is a direct agreement between you and your carer, we are not able to make decisions on behalf of either party or compel a particular outcome. In cases where we believe that any party is acting unreasonably, we may withdraw our services. For disputes that we are unable to help resolve, you may wish to seek independent advice or, for contractual disputes, consider the small claims process.

11. Confidentiality and data protection

Sparrow respects the privacy of all clients, care recipients and carers. We will treat all personal and medical information you share with us in confidence.

We will only share your information where it is necessary to arrange or support your care — for example, sharing a summary of your care needs with carers who may be suitable. We will not share your information more widely without your consent, unless we are required to do so by law or to address a safeguarding concern.

When we share your information with potential carers, we will not share surnames, full addresses or contact details. We share the information we reasonably consider necessary for carers to assess whether they are able to help.

When you go ahead with a carer, we will share more detailed information with them so they can provide suitable care. This will include the care recipient’s full name, address, contact details and relevant medical information. We will only do this once you have confirmed you are happy to proceed with that carer.

Full details of how we collect, use, store and protect your personal information can be found in our privacy policy at www.sparrowcarers.co.uk/privacy-policy.

12. Liability

Sparrow’s role is limited to introducing clients to self-employed carers and providing the support services described in these terms. We do not provide, manage or direct care.

The care provided to you is arranged directly between you and your carer. Sparrow is not liable for any loss, injury, damage or expense arising from the acts or omissions of any carer, or from the care provided under any arrangement between you and your carer.

Sparrow carries out the checks described in section 4 with reasonable care. However, these checks cannot guarantee the suitability, conduct or performance of any carer, and the decision to engage a carer is yours. If Sparrow fails to carry out its services with reasonable care — for example, by failing to carry out the checks we have described — we accept liability for any loss that directly results from that failure, subject to the limits below.

Nothing in these terms excludes or limits Sparrow’s liability for:

  • death or personal injury caused by our negligence
  • fraud or fraudulent misrepresentation
  • any other liability that cannot be excluded or limited under English law

Subject to the above, Sparrow’s total liability to you in connection with these terms, whether arising in contract, tort, negligence or otherwise, shall not exceed the total Sparrow service fees paid by you in the 12 months preceding any claim.

Sparrow is not liable for any indirect or consequential losses, including loss of income, loss of opportunity or any other losses that were not reasonably foreseeable at the time you engaged our services.

If something goes wrong, we expect you to take reasonable steps to limit any loss or damage where you are able to do so.

13. Changes to these terms

Sparrow may update these terms from time to time. If we make changes, we will let you know by email where we hold an email address for you, or by other reasonable means.

Updated terms will be published on our website at www.sparrowcarers.co.uk/terms-and-conditions. By continuing to use our services after any changes take effect, you agree to the updated terms. If you do not agree to the updated terms, you may end your arrangement with us by letting us know. Any outstanding Sparrow service fees remain payable up to the date you stop using our services.

14. General provisions

These terms are governed by the laws of England and Wales. Any dispute arising from these terms shall be subject to the jurisdiction of the courts of England and Wales.

If any part of these terms is found to be invalid or unenforceable by a court, the remaining provisions will continue in full force and effect.

No person other than you and Sparrow has any rights under these terms. Nothing in these terms is intended to confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.

Nothing in these terms affects your statutory rights as a consumer. If you have any questions about your rights, you can contact the Citizens Advice Bureau at www.citizensadvice.org.uk.

If Sparrow does not enforce any provision of these terms on a particular occasion, this does not mean we have waived our right to do so in the future.

Sparrow will not be liable for any delay or failure to provide our services where this is caused by circumstances beyond our reasonable control, including but not limited to illness, severe weather, power failure, internet or system outages, or public health emergencies. We will let you know as soon as possible if our services are affected and will resume them as soon as we are able.

These terms, together with our privacy policy, represent the entire agreement between you and Sparrow regarding the services we provide. They replace any previous terms and conditions.

If you have any questions about these terms, please contact us at hello@sparrowcarers.co.uk or call us on 01434 444888.