Terms of using this website

Who you are dealing with

This website is operated by Muzaana Care Services Ltd, a private limited company registered in England and Wales under company number 10775161, incorporated on 17 May 2017.

Our registered office is Suite 210, Legacy Centre, Hanworth Trading Estate, Hampton Road West, Feltham, Middlesex, TW13 6DH, United Kingdom. That is also the address of the office from which our care is arranged, and it is where formal notices should be sent.

We are registered with, and regulated by, the Care Quality Commission — the independent regulator of health and adult social care in England — in respect of the regulated activity of personal care.

Check our registration and rating on the CQC website

Using this website

You may read, print and share the pages of this site for your own use or to help someone else consider care. That is what it is for, and you do not need our permission.

Please do not:

• Copy substantial parts of the site to republish as your own, or present our words or photographs as another provider’s.
• Use the site or any contact route on it to send unsolicited marketing.
• Attempt to gain unauthorised access to the site, or to disrupt it for other people.
• Use any photograph of a person from this site for any purpose. Every one of them was taken with the permission of the individual shown, for use by Muzaana, and that permission does not extend to you.

We may change, suspend or withdraw any part of this site at any time. We do not guarantee that it will always be available or uninterrupted, though we would obviously rather it were.

What the information here is, and is not

The pages on this site describe the kinds of support we provide and how care is usually arranged. They are written to help you understand your options and prepare for a conversation.

They are not medical, nursing, legal or financial advice, and they are not an assessment of anyone’s needs. Nothing on this site should be relied on in place of advice from a clinician, a social worker, or a qualified adviser about your own circumstances.

If someone is at immediate risk, or you think this is a medical emergency, call 999. Do not use the enquiry form or email and wait for a reply.

Describing a type of care on this site is not a statement that it is available in your area, at the times you need, or at the time you are reading. Availability, coverage and start dates are confirmed by our team, in a conversation about your situation, and never by a web page.

Enquiries made through this site

Making an enquiry — by telephone, by email, or by working through the Request Care questions — starts a conversation. It does not create any obligation on either side. It does not commit you to taking care from us and it does not commit us to providing it.

We will use the details you give us to respond to what you have asked about. How we handle that information, and for how long, is set out in our privacy policy.

Please do not send medical records, assessments or other detailed health information by email before speaking to us. Email is not a secure channel, and we will explain how to share anything sensitive safely.

Read our privacy policy

How a care agreement is entered into

Nothing on this website is an offer of care, and no contract for care is formed through it. A care agreement is entered into separately, in writing, and only after we have met the person who would receive the care and assessed what they need.

In practice that means:

1. You contact us and we talk about the situation.
2. If it looks as though we can help, we arrange an assessment — normally at home, with the person who would receive the care and anyone they want present.
3. We set out in writing what we propose to provide, when, and what it will cost.
4. A care agreement and a care plan are agreed and signed before care begins.

The rates, the visit arrangements, the notice period and the cancellation terms are all part of that written agreement and are explained before anyone is asked to sign anything. We do not publish a price on this site because the cost depends on the type of support, its frequency and its length, and a headline figure would mislead more people than it helped.

You are entitled to take the proposed agreement away, read it, and get advice on it before signing. Nobody at Muzaana will ask you to decide on the spot.

Your right to cancel

Where a care agreement is made in your home, or at a distance — over the telephone or by email — consumer law gives you a right to cancel it within 14 days of entering into it, without giving a reason. This right applies by law and does not depend on anything the agreement says.

If you ask us to begin care within that 14-day period, and then cancel, you may be asked to pay for the care actually provided up to the point you cancelled, in proportion to what was agreed. You will not be charged for anything beyond that.

To cancel, tell us clearly that you wish to do so — by telephone, by email or by post. It helps if you put it in writing, but you do not have to. Your written care agreement sets out how to end the arrangement after the cancellation period, including the notice required.

If something goes wrong

We would always rather hear about a problem than not. Complaints are taken seriously, are looked into properly, and are used to change how we work.

Our complaints procedure explains how to raise a concern, what happens next, and where to take it if you are not satisfied with our response — including the Local Government and Social Care Ombudsman, and the Care Quality Commission.

Read our complaints procedure

Nothing in these terms limits your rights as a consumer, or your right to complain to a regulator or an ombudsman.

Our responsibility for this website

We take care to keep the information on this site accurate and up to date, and we correct mistakes as soon as we find them. We cannot promise that every page is free of error at every moment, or that the site will always be available.

We are not responsible for loss caused by relying on general information on this site in place of advice about your own circumstances, or for the content of any other website we link to. Links to the Care Quality Commission, review sites and public bodies are provided because they are useful, not because we control them.

Nothing here excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Nothing here affects your legal rights as a consumer.

Content and images

The wording, design, photographs and branding on this site belong to us or are used with permission, and are protected by copyright and trade mark law.

The Care Quality Commission’s logo and ratings are the CQC’s, and are used in the way the CQC permits. Review platform logos belong to those platforms.

Law and jurisdiction

These terms, and any dispute arising out of them or out of your use of this website, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts.

We may update these terms. The version on this page at the time you use the site is the one that applies, and the date it was last reviewed is shown at the top.