Your 1st Class Pay Monthly Service Agreement

This Agreement sets out both of our rights and responsibilities. It is for customers who take Pay Monthly services from us for their own personal use and/or on our customer tariffs.

A Quick Summary


The full terms of your Agreement are set out below. It’s important that you read and understand the full terms before you sign up. Essentially this denotes the spirit and context of the agreement.

1. Annual price increases – Wherever possible as part of our fair pricing policy, your Monthly Subscription Charges will be raised in line with the Retail Price Index (RPI). The RPI is published by the Office of National Statistics. Regardless of when your contract started, any increase will begin on the first April you receive that year.

You must pay the Charges for the Services you subscribe to use, in advance of their completion. We may charge fees if you’re late in paying. You have to pay by direct debit, BACS, or Debit Card. We may ask you to pay a deposit before we’ll let you use the Services. We may increase or decrease our other prices from time to time in the event they are necessary to ensure the continuation of the service as set out. Some increases would give you the right to end your Agreement immediately and receive a refund where applicable.

2. Consideration Period – If you change your mind about any services you’ve bought from us, you may be entitled to cancel or alter them within the statutory 14 day cooling off period  Details will be in your welcome letter or email, or in paragraphs 10, 12 and 13 of the Agreement.

3. Your Minimum Period – Your Pay Monthly service Agreement has a minimum term called a Minimum Period. After that Minimum Period, you can end the Agreement by giving us 30 days’ Notice and you will have to pay Charges during this notice period. Details are in paragraph 8 of the Agreement.

4. The Services we supply and what you can expect of us – Our Services aren’t available everywhere in the UK. You should check coverage in your area on our Website. We endeavour to use reasonable skill and care in providing you with the Services and will attempt to re-perform disrupted Services when possible. Details are in paragraph 2 of the Agreement.

5. What we expect of you – We may end the Agreement if: you don’t pay any Charges that are due or if you’re bankrupt. We can also end the Agreement if we reasonably believe the Service is being used: fraudulently, illegally, or contrary to our Fair Usage Policy.

6. How we use your information – We will collect information about how you use our Services and third party services you use in conjunction with our Services, including for example your location and account activity, to enhance your overall experience with us and make it more relevant to you. We may use and analyse your personal details to help us run your Service(s) and account, including for credit checking and fraud prevention. We may share and combine that data and your information with carefully selected third parties for all those same reasons. Your information is treated in accordance with our Privacy Policy, which can be viewed in our policy declarations at:

Your Pay Monthly Services Agreement in Full

Your Pay Monthly Services Agreement with us (this “Agreement”) is made up of different parts you have:

  • a “Services Agreement” which is about how you access our Services;
  • an “Equipment Agreement” that covers any Equipment we sell you or give you when you sign up for our Services and
  • some general legal terms and conditions that apply which we call the “General Terms”;

We’ve defined some of the words in this Agreement to make it easier to read and understand. You can check the list of definitions on our Website:

  • the latest “Menu Option” covering the types of services you can select and our “Fair Usage Policy” that explains your usage obligations, how to avoid breaching these obligations and what will happen if you don’t comply.  These can be viewed here: These change from time to time so we suggest you check them regularly;
  • our latest “Privacy Policy” that sets out how we collect and use your personal information, which can be viewed at any terms for other promotions, offers and services we supply, For more information, please visit
  • All of these documents make up this Agreement and cover how we’ll supply Equipment and Services.
    • I – Services Agreement
    • II – The Equipment Agreement
    • III – General Terms and Conditions

I – Services Agreement

1.1 These are the terms and conditions on which we supply Services to you. Additional Services (including services relating to goods), offers and promotions may have additional terms and conditions including under Related Agreements. If we supply these Additional Services we’ll usually put these on our Website and/or in our marketing materials. Please check our Website because we update it regularly. To contact us, visit on our Website.

2. The Services we supply and what you can expect of us

2.1  The Service isn’t available everywhere in the United Kingdom. It may be restricted to certain areas of those counties where it is available.

2.2  The Service isn’t fault-free; conditions or circumstances beyond our control can impair it. That said you’re entitled to the quality of service generally given by a competent service provider, using its reasonable skill and care.

2.3  We may record or monitor some calls, emails and any other communications between you and us (including those for example on social media) for training and quality control and our lawful business purposes. Our third party agents may do the same.

2.4  You may use Content only in a way that doesn’t infringe the Rights of others (we call this “Approved Use”). You must not copy, store, modify, transmit, distribute, broadcast, or publish any part of any Content other than for an Approved Use.

2.5  We may vary Content, access to Content or the technical specification of the Service in a way that might affect the Content from time to time.

2.6  You’re solely responsible for assessing the accuracy and completeness of Content and the value, age-appropriateness and integrity of goods and services offered by third parties over our Service including if you pay for that Content, or those goods or services using our Service(s). Unless otherwise specified, we will not be responsible for, any transaction for third party goods and services, unless we’re negligent.

2.7  You must give us your current email address and postal address for the purposes of billing and receiving Notices and other communications from us. You cannot provide us with addresses for businesses or organisations. You must keep this address up-to-date and/or tell us immediately if there are any changes to it. You’re responsible for making sure your email address works and you’ll be responsible for all consequences for errors in sending and receiving email (including our emails being directed to your “junk mail”) unless we’re negligent. If you want to update the email address we have for you, please do this online at

2.8  Unless specified otherwise in a Related Agreement, we can add to, change, substitute, or discontinue any Additional Services we provide at any time. We don’t guarantee any particular Additional Services will continue to be available. We have no liability for any Additional Services you choose to take from third parties, including if they are defective or deficient, and any dispute with a third party will not affect your obligation to pay Additional Services Charges.

2.9  When you sign up to this Agreement, you can view and make some changes to your account online at

3. How long this Agreement lasts

3.1 This Agreement starts when we receive payment for the services you wish us to provide.

3.2 At the end of any Minimum Period this Agreement will continue until it’s ended by you or us in line with paragraph 8.2 below. This Agreement may end before the end of any Minimum Period if you or we end it in line with paragraphs 5 or 8 or under any Related Agreement.

4. Things we may have to do

4.1 Occasionally we may have to:
(a) change our method of delivery if we reasonably believe that the change will make your use of the Service better. Wherever possible we’ll give you reasonable notice before we make this type of change;
(b) temporarily suspend the Service (or any part of it) including (but not limited to) for operational reasons, in an emergency; or
(c) bar access to  Service on a temporary or permanent basis to (amongst other things) prevent fraud, nuisance, abuse or unusual use of the Service or in circumstances if we or third parties are suffering or would suffer a direct loss and in particular if we believe you have no intention to make payment for the Equipment and/or the Service.

4.2 We may migrate your account from one billing platform to another. If we do, and the migration will affect your service in any way, we’ll give you notice. If you are migrated, your billing date may change.

5. Charges for our Services

5.1 Detailed charging information can be found in your bill. The RPI Change and any other increase to our Charges is necessary so that we can continue to provide you with the Service to the standards set out in paragraph 15.1 and/or because our costs have increased in a manner which is wholly or partly outside of our control.

5.2 Your Monthly Subscription Charges will be subject to an annual adjustment by the RPI Rate (which could increase or remain static), which will first appear on the April bill following the announcement of the RPI Rate (an “RPI Change”). We will publish on our Website the relevant RPI Rate as soon as it becomes available. If we do this more often and/or by more than the RPI Rate then you’ll have the right to end this Agreement under paragraph 5.4.

5.3 We may also increase or Charges at other points throughout the year, where not doing so would place the provision of the Services or the Company at risk. If we increase our Charges for this reason, we’ll give you Notice at least 30 days before the Charges are due to go up and you’ll have the rights explained in paragraphs 5.4 and 5.5.

5.4 You can end this Agreement without having to pay the Monthly Subscription Charges up to the end of any Minimum Period you have left, if:
(a) we apply an increase to your Monthly Subscription Charges of more than the RPI Rate; or
(b) we increase any of our Charges in a way that would have had the effect of increasing your total bill (based on your usage in your bill in the month prior to our notification) by more than 10% if the increase(s) had applied for the whole of that month’s bill.

5.5 If you want to end the Agreement because of one of the circumstances in paragraph 5.4 you must give us Notice that you want to within 30 days of our Notice. If you don’t give us Notice within 30 days, you accept the new Charges and the Agreement will continue with the new Charges.

5.6 We reserve the right to increase our Additional Services Charges at any time and by any amount. We’ll post the new Additional Services Charges on our Website. If, following an increase you do not want to pay the new price then you may be able to, unless otherwise specified under a Related Agreement, cancel the relevant Additional Service, or stop using it. For Additional Services we provide with a recurring subscription we’ll let you know at least 30 days before the Additional Services Charges are due to go up.

5.7 The restrictions in paragraphs 5.2, 5.3 and 5.4 and your corresponding right to terminate under paragraphs 5.4 and 5.5 won’t apply if the increase or change is as a result of a requirement by a government or competent regulatory body. This includes any increase in the rate of VAT, the imposition of a new tax or the extension of an existing tax that has not previously applied.

5.8 For any calculations under paragraph 5.4(b), if you have any goodwill, discounts or other credits which reduce your actual bill total you’ll need to look at the increase in your total bill as if the credits were not applied. Unless you have itemised billing the total amount for all Charges will be included as a single item on your bill.

5.9 You must pay the Charges on your monthly bill by the date stated on your bill. For any overdue payments we may charge interest at 2% per annum above the base lending rate of HSBC Bank Plc. That interest will be calculated from the due date until the date of payment and on a daily basis. We reserve the right to charge a late payment fee for our reasonable administration costs which result from late or non-payment of Charges. Further information about any such fees will be posted on our Website.

5.10 We require you to pay your Charges by direct debit unless we tell you otherwise. An additional Charge may apply if you don’t pay by direct debit. We will set out the amount of any such charge on our Website. If you are paying by credit or debit card you authorise the payment card company to give us and, on a strictly confidential basis, to our sub-contractors and/or agents, details about your payment card account if it’s necessary in connection with the Agreement. You also authorise them to let us know if your payment account is terminated or suspended at any time.

5.11 There is an additional Charge to have your bills in paper format.

5.12 Unless otherwise stated, Charges which are normally monthly in advance, but are being measured for periods of less than a month will be calculated on a pro rata basis.

5.13 There are minimum Charges; see our Menu Options and Website for details of these and other Charges.

5.14 Further detail about how we measure and charge is set out in our Menu Options. Each Service is charged excluding VAT to 2 decimal places. All charges for that month are aggregated and then rounded up or down. If applicable, VAT (at the prevailing rate) is then added to the total of all Charges on your bill, with the VAT part of the charge being rounded down to the nearest penny.

5.15 We require a payment in advance before we’ll provide the Service to you. We won’t pay any interest on any advance payments we receive. In the event of non-performance of the service, the advance payment will be returned in full. (For the avoidance of doubt, non-performance in this context refers to the actual delivery of the service, not its quality.)

5.16 The Menu Options explain if, when and to which available Options you may be able to move.

6. What we expect of you

6.1 You must use the Equipment and the Service in the way described in any User Guides, or other instructions issued by us and in a responsible manner.

6.2 You agree:
(a) to give us any information you provide us or we reasonably ask for in relation to this Agreement and that any information you give us is factually correct and up-to-date;
(b) that the equipment we provide will at all times remain our property and you are not entitled to resell or distribute the equipment or the Service to anyone else;
(d) that we sometimes may need to send security information to your Email address or by text message to your Mobile number to confirm it is you who is signing up online for one of our or a third party’s Additional Services;
(e) to cooperate with us in our reasonable security checks.

6.3 You must not use or permit anyone else to use the Service:
(a) fraudulently, in connection with a criminal offence, in breach of any law or statutory duty;
(b) to make a call or send a message or to take pictures or video or send, upload, download, use or re-use any material, which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax in breach of any Rights or anyone’s privacy or is otherwise unlawful;
(c) to cause annoyance, inconvenience or needless anxiety, as set out in the Communications Act 2003;
(d) to generate Artificially Inflated Traffic or in a way which may harm and/or affect the experience of other customers; or
(e) to persistently send automated unsolicited communications (including SMS spam).

6.4 You agree that you are taking the Equipment and the Service solely for your own personal use and you are not allowed to re-sell our Services without our express permission.

7. When we might terminate your Service

7.1 We can, at our discretion and without notice, suspend or terminate your service

(a) if you do not comply with your obligations under paragraph 6 or any of the events set out in paragraph 8.1 occur;
(b) if you are abusive, make threats, repeatedly cause a nuisance or annoyance or otherwise act illegally towards our staff or property, or that of our agents; or
(c) If you do anything (or permit anyone else to do anything) which we reasonably think adversely impacts the Service to our other customers or may adversely affect our reputation.

7.2 You recruit, or attempt to recruit any of our operatives without having provided 3months notice of your intention so to do.

7.3 If we bar your Service because you break this Agreement, the Agreement will still continue. You must pay all Charges until the Agreement is correctly ended under paragraph 8.

8. Ending the Agreement

8.1 As well as any other rights we have, we can end the Agreement and/or a Related Agreement at any time, with immediate effect if:
(a) you don’t pay Charges when they are due. This includes any deposit we’ve asked for;
(b) you break this Agreement and/or a Related Agreement in any other material way and you don’t correct the situation within 7 days of us asking you to;
(c) we reasonably believe that the Service is being used in a way forbidden by paragraph 6, even if you don’t know that the Service is being used in such a way;
(d) you’re in breach of paragraphs 6.3 (a)-(e) or you persistently behave in a way that would allow us to bar you in accordance with paragraph 7 of this Agreement;
(e) we reasonably believe that you are infringing or have infringed our Rights or the Rights of a third party;
(f) you refuse to return or unreasonably delay in returning any payment, refund or credit that has been made to you in error or for the incorrect amount.

8.2 This Agreement can be ended by either you or by us giving at least 30 days’ Notice (in line with paragraph 19). Unless your statutory rights allow otherwise, you must pay us any outstanding Charges, including the Charges for this notice period.

8.3 Unless otherwise specified, if you end this Agreement during any Minimum Period or we end this Agreement under paragraph 8.1(a)-(f), you must pay us a fee of no more than each of the Monthly Subscription Charges up to the end of the Minimum Period. If you pay us the fee of no more than each of the Monthly Subscription Charges up to the end of that Minimum Period in a single payment, we may reduce the amount due by a rate determined by us. This doesn’t apply if you end the Agreement for the one of reasons in paragraph 8.4 below.

8.4 You can end this Agreement by giving us: Notice (in line with paragraph 19) if:
(a) we break a material term of this Agreement which completely restricts our ability to provide you with the Service and we don’t correct it within 7 days of receiving your complaint;
(b) we go into liquidation or a receiver or administrator is appointed over our assets;
(c) we increase our Charges in a way that would allow you to end the Agreement under paragraph 5.4 and/or 5.5; or
(d) we change the terms of this Agreement to your significant disadvantage (which for the avoidance of doubt shall not include an increase in Charges for Additional Services, or an increase in Charges as set out in paragraphs 5.2, 5.3 or 5.4 (a) and (b)).

8.5 If you end this Agreement and have a credit on your final bill we’’ arrange to have this refunded to your nominated bank account.

9. Important – your right to change your mind about the Service Agreement and Equipment

9.1 Unless we’ve said otherwise and if you purchased your Service directly from us (rather than one of our franchisee’s), you can cancel this Service Agreement before the end of the 14 day Change-Your-Mind Period from the day after you receive your first service provision. This is in addition to any statutory rights you may have.

9.2 If you are cancelling under paragraph 10.1 you must return any Equipment that we supplied or sold you as part of this Agreement, undamaged. You must return it through the channel you were sold it. You’ll be charged for Non-Returns.

9.3 Your Services may begin immediately your first payment. You can use the Service during the Change-Your-Mind Period, but you will have to pay for the cost of any Charges incurred (including any fees arising from late cancellation. For the avoidance of doubt in the event of a cancellation, 1st Class only charges the daily rate paid to the team member/s providing that service.

9.4 Subject to paragraph 12 below, if you cancel this Service Agreement during your 14 day Change-Your-Mind Period, any Equipment we agreed to supply at the same will also be cancelled unless you choose to pay in full for your Equipment. We may charge you the reasonable costs that we incur in collection. You must make the Equipment available for collection on our request. If you paid any money for the Equipment, we’ll refund that money to you when we get the Equipment back from you in a satisfactory condition, less any Charges. In line with paragraph 10.2, you’ll be charged for Non-Returns.

Nothing in this paragraph 10 affects your statutory rights.

II – The Equipment Agreement

10. These are the terms and conditions on which we supply Equipment to you.

11. Your Equipment

11.1 Unless we’ve specifically agreed to sell you Equipment on an “equipment only” basis, we’re supplying it to you because you’ve agreed to enter into the Services Agreement and to receive the Services for a Minimum Period. If you cancel the Services Agreement under paragraph 10, this Equipment Agreement will also be cancelled.

11.2 Charges for Equipment will be detailed on our Website or in any relevant marketing materials.

11.3 Any Equipment that we deliver to you or that you collect is your responsibility once it is collected by you or delivered to you. This does not affect our rights to carry out any of the actions set out in paragraph 7.
11.4 If you agreed to buy your Equipment the terms for payment for the Equipment will be in advance in line with the term of the Pay Monthly Agreement. If you end the Services Agreement under paragraph 8, other than in circumstances where you end it under paragraphs 8.4(a) or (b), we may take the actions require you to repay immediately the full amount for the Equipment.

12. Important – your right to change your mind about the Equipment Agreement

12.1 Unless we’ve said otherwise, if you purchase Equipment directly from us, you may return your Equipment to us once for a replacement or cancel the Services Agreement within the 14 day Change-Your-Mind Period. This is in addition to any statutory rights you may have. You must return it in accordance with the obligations set out under paragraph 10.4.

12.2 If you cancel your purchase of Equipment, you may still be liable to us for the Charges under your Service Agreement for the duration of any Minimum.

12.3 Nothing in paragraph 12 affects legal rights that you have.

III – General Terms and Conditions

13. These General terms and conditions are part of the Services Agreement and/or Equipment Agreement that you’ve agreed to.

14. Limitation of Liability

14.1 Unless specifically stated otherwise in any Relevant Agreement, we have no liability other than the duty to exercise the reasonable skill and care of a competent service provider and retailer. We don’t accept liability for losses which haven’t resulted naturally from our breach or which we could not have seen coming, or any loss of data, profits, business, costs, expenses , or any other form of financial loss. We will provide you with compensation that you are entitled to in accordance with your legal rights.

14.2 Nothing in this Agreement excludes or restricts the liability of either you or us for:
(a) death or personal injury resulting from negligence; or
(b) fraud or fraudulent misrepresentation.

14.3 If we’re found to be liable to you our liability will not exceed £3,000 (except in either case under the paragraphs immediately above or below).

14.4 Nothing in this Agreement will exclude or restrict the liability of either you or us for any liability that can’t be excluded or restricted by law.

14.5 Each of these paragraphs operates separately. If any of them is found by a Court to be unreasonable or inapplicable the other parts will still apply.

15. Loss or Damage to your Equipment

15.1 If your Equipment is lost, stolen, damaged or destroyed you’ll be responsible for any Charges incurred (except for in certain circumstances) until you’ve contacted us to tell us what’s happened.

15.2 You’ll be required to continue payments for the Charges relating to the Services Agreement even if your Equipment is stolen. This Agreement will continue until it’s ended by you or us in line with paragraph 8.

16. Things beyond our reasonable control

16.1 Except for the obligations under paragraphs 5, 6, 7, 12.1, and 12.2 if either of us can’t do what we’ve promised because of something beyond our reasonable control (such as severe congestion, lightning, floods, exceptionally severe weather, fire, explosions, epidemics, war, civil disorder, industrial disputes, acts of terrorism, acts or omissions of others for whom we’re not responsible, acts of local or central Government or other competent authorities), neither of us will be liable for this.

17 Assignment

17.1 You can’t assign or transfer any of your rights under this Agreement to anyone else unless we agree in writing.

17.2 We can assign or transfer our rights and obligations under this Agreement or any part of it or a Related Agreement, on the same terms, to any third party.

18 Notifications

18.1 If you want to end the Agreement for any of the reasons described in paragraph 8.2 or 8.4 (b), (c) and (d), you must give us Notice of at least 30 days. If you want to end the Agreement under paragraph 8.4(a) you must give us written notice of at least 7 days.

18.2 Any other type of notice related to this Agreement must be:
(a) by you in writing and delivered by email, by hand or sent by pre-paid post, to us at the address on your bill or be delivered through the ‘Contact Us’ section of our Website. You’ll need to tell us your full name, address, account number and Mobile Phone number when sending notice through the ‘Contact Us’ section of the Website; and/or
(b) by us in writing by post or email to you at the most recent address you’ve given us (and you must keep us updated if your details change), or by SMS or bill communication, Website notification or other method of written notification which we may reasonably use to communicate with you.

19. Changes or Alterations

19.1 We can make reasonable changes to this Agreement at any time. All changes will be posted on our Website. Please check regularly for updates.

19.2 If we change the terms and conditions of this Agreement to your significant disadvantage (in our reasonable opinion) we’ll give you 30 days’ Notice before the changes take place.

20. Information Usage

20.1 You agree that we can search the files of credit reference agencies and that they may keep a record of that search. We can also carry out identity and antifraud checks with fraud prevention agencies and other third parties and we sometimes share data with such parties to protect you against fraud. We and other organisations can access and use the information recorded by fraud prevention agencies from other countries. If you give us false or inaccurate information and we identify or suspect fraud, we’ll record this in accordance with our internal policies and/or industry standards. Details of how you conduct your account may also be disclosed to those agencies, organisations, law enforcement agencies and other involved companies. The information may be used by us and other parties in assessing applications for and making decisions about credit, credit related services or other facilities and insurance (including motor, household credit, life and other insurances and claims) from you and members of your household and for debt tracing, debt recovery, credit management and crime, fraud and money laundering detection and prevention. Information may be used by us and other parties for checking your identity, checking details of job applicants and employees, statistical analysis about credit, insurance, fraud and to manage your account and insurance policies. We may also perform subsequent searches for the purpose of risk assessment, debt collection and fraud prevention with one or more credit reference agencies and/or fraud prevention agencies while this Agreement is ongoing.

20.2 Information held about you by credit reference agencies may be linked to records relating to your Financial Associate(s). For the purposes of this application you declare that you and your Financial Associate(s) are financially independent and you request that your application be assessed without reference to any “associated” records, although you recognise that this may adversely affect the outcome of your application. You believe that there is no information relating to your Financial Associates that is likely to affect our willingness to offer the Service to you. You authorise us to check the validity of this declaration with credit reference agencies and if we discover any associated records, which would affect the accuracy of this declaration we may decide not to proceed with the application on this basis. For the purpose of this paragraph a “Financial Associate” is someone financially linked to you (for instance, a spouse, partner or family member). We may also refuse to accept payments from you where we identify an unusual pattern of payments or behaviour, or to comply with our anti-money laundering obligations.

20.3 You authorise us and carefully selected third parties to use, assess, analyse and disclose, in the UK and abroad, information about you, your use of the Service(s) including, how you conduct your account and the location of your Equipment for the purposes of operating your account and providing you with the Service(s) and services provided by others; but not limited to, to improve our and our partners’ products and services and develop new ones; to manage our services; to help us run and grow our business; to keep you informed about the end of your Minimum Period or other details relevant to your Service; for marketing purposes including amongst other things to identify and tell you about, or offer you, by phone, post, your Mobile Phone or other Equipment, email, text (SMS), or other means, any further products, services and offers which we or our partners think might interest you; for credit control purposes, fraud and crime detection and prevention and the investigation and prevention of civil offences or as required for reasons of national security or under law to our associated companies, partners or agents, any involved company, debt collection agency, bank or credit reference agency and fraud prevention agency or government agency and other users of these agencies who may use this information for the same purpose as us.

20.4 You can get more details from our public registration held by the Information Commissioner. If you want details of the credit reference or the fraud prevention agencies from whom we get, and with whom we record, information about you or you want to receive a copy of the information we hold about you (we’ll charge a fee), please write to the Data Controller at 1st Class Adult Social Home Care Limited, 45, Chiltern Avenue, Cosby LE9 1UG or go to the ‘Contact Us’ section of our Website. You’ll need to tell us your full name, address, account number and Mobile Phone number. If you don’t want your details to be used to send you marketing communications, please opt-out in the relevant email, or write to us c/o The Data Controller, 1st Class Adult Social Home Care Limited, 45, Chiltern Avenue, Cosby LE9 1UG  or through the ‘Contact Us’ section of our Website. You’ll need to tell us your full name, address, account number and Mobile Phone number. For details on how we use your information please refer to our Privacy Policy and Cookies Policy on our Website.

20.5 If you take an insurance policy from or through us, we’ll exchange information about you and your account relating to that policy with the underwriters of the policy with the administrators of the policy and with any relevant insurance intermediaries (the “Insurance Providers”). Your personal data will be collected and processed by us, our agents and the Insurance Providers to the extent necessary for the policy described. This will include when we’re making a decision about your eligibility for cover, premiums, assessing claims, and carrying out fraud prevention measures. We and the Insurance Providers may also pass information to law enforcement authorities, regulators and the Financial Services Ombudsmen.

21. Missed or Omitted eventualities?

21.1 If either you or we choose not to, or delay in, enforcing any right or remedy under this Agreement this won’t be a waiver of those rights or remedies. If you break this Agreement, and we choose to overlook it, we can still end this Agreement if you break it again and vice versa.

21.2 If you want to complain about our Service, contact customer services (details are on your bill or on the “Contact Us” section of the Website). If you are still unhappy you can write for an impartial review to: Complaint Review Service 1st Class Adult Social Home Care Limited, 45, Chiltern Avenue, Cosby LE9 1UG. Please include your Account Number and Mobile Phone number if you write to us. You can check our Website for a copy of our Code of Practice on complaints and for our latest information on alternative dispute resolutions.

21.3 Each of the paragraphs of the Agreement operates separately. If any of them are found by a Court to be unreasonable or inapplicable the others will still apply.

21.4 Third parties can’t benefit from this Agreement or Related Agreements under The Contracts (Rights of Third Parties) Act 1999.

21.5 This Agreement is governed by English law and is subject to the exclusive jurisdiction of the English courts, which both you and we submit to.

22. The Definitions

22.1 In this Agreement (including these General Terms):

“Additional Services” means extra services (i.e. not the Services you pay for as part of your Monthly Subscription Charges) that you may use or choose to take from us and/or third parties, which may or may not be covered by a Related Agreement

“Additional Services Charges” means charges for Additional Services;

“Agreement” means this agreement (which includes the Services Agreement, the General Terms, our Menu Options, our Privacy Policy and any other relevant terms specified on our Website). It also includes the details of your application for our Service;

“Fair Usage” means the level of service that could be expected by a reasonable person whose premises are well presented and maintained to a high standard. For example all surface areas cleaned weekly and more internal items (Fridges, etc.) or specialist cleaning (Ovens, Carpets, Conservatories, etc.) cleaned at least quarterly throughout the year.

“General Clean” means cleaning as outlined in our room by room description of “What’s included” in the service located, on our website.

“Deep Clean” means cleaning as outlined in our room by room description of “What’s included” in the service, located on our website.

“Ironing” means providing the service on a price per kilogram basis with the exception of those items which require specialist attention, i.e. Pleated clothing, Lace, Silk, Trouser Creases, Suits, etc., which will be charged on a per item basis.

“High Value Items” means items for which individual insurance cover would normally be expected, including but not limited to. Watches, Jewellery, Technology, Ornaments, Paintings, Sculptures, other Artwork, Fountains, Chandeliers, Machinery, etc.

“Charges” means all the charges associated with Service(s) described in this Agreement, Related Agreements, our Menu Options, on our Website and in any marketing material, including Monthly Subscription Charges, Out-of-Bundle Charges, Additional Services Charges.;

“Change-Your-Mind Period” means the number of days you have to cancel your Agreement and/or return or swap your Equipment, which will be 14 days unless otherwise specified.

“Communications” means calls, texts, data and other communications;

“Equipment” means any goods we supply to you as part of our service under the Equipment Agreement;

“Financial Associate” means someone financially linked to you (for instance, a spouse, partner or

“Insurance Providers” means the underwriters and administrators of any insurance policy you take from us;

“Minimum Period” means the minimum period for the Service selected by you and on which your Charges are based. This runs from the day on which payment for the Service is first accepted and may be a single occurrence or 30 days;

“Monthly Subscription Charges” means the fixed amount you pay in advance on a monthly basis for the Services (i.e. cleaning or maintenance plans)

“Company” means the services provided directly by us;

“Notice” means as further set out in paragraph 19, your call to give us notice to terminate in accordance with paragraph 19.1, or your letter or email to our customer services, as applicable; or our call, email, letter, SMS, bill, Website notification, communication or other notification to you;

“Out-of-Bundle Charges” means Charges you will incur for our Services when you exceed the inclusive allowances you pay for as part of your Monthly Subscription Charges (i.e. additional cleaning or maintenance) and not including Additional Services;

“Related Agreement(s)” means other terms and conditions which you separately agree to, under which we or our group companies agree to provide you with good(s) or service(s);

“Rights” means copyright, trademark and other relevant proprietary and intellectual property rights relating to Content;

“RPI Change” means an increase or no-change as described in paragraph 5.2;

“RPI Rate” means the “RPI Percentage change over 12 months: monthly rate” announced by the Office for National Statistics announced in the February preceding an RPI Change;

“Service(s)” means any service that we provide to you under this Agreement. It may include any or all (as the case may be) of the following services: cleaning, household maintenance, etc. and any Additional Services we agree to provide to you;

“Website” means our website at;

“We”, “us”, “our” or “1STCLASS” means 1st Class Adult Social Care Ltd, 45, Chiltern Avenue, Cosby, Leicestershire LE9 1UG. Registered in England and Wales under Company number 10239526;

and “You” means you, the customer who this Agreement is made with and includes any person that we reasonably believe is acting with your authority.