Terms & Conditions
Last updated: September 2026
These Terms & Conditions explain how GoodCompany UK provides companionship and everyday support services.
By arranging services with GoodCompany UK, you agree to these terms.
1. About GoodCompany
GoodCompany provides non-care companionship and everyday support for independent older adults in London.
Our companions may spend time at home with a client, accompany them on walks or outings, share meals or activities, support hobbies, or provide light everyday support together with the client.
GoodCompany is not a regulated care provider and does not provide personal care, nursing, medical treatment, medication administration, emergency response or other regulated care services.
If a client’s needs change significantly, we may discuss whether GoodCompany remains suitable.
2. Matching
We aim to match each client with a companion based on personality, interests, routine and practical requirements.
Where possible, the same companion will visit regularly to allow a genuine relationship to develop.
Occasionally, illness, holidays, emergencies or other circumstances may mean a regular companion is unavailable. We will discuss available options with you, which may include rearranging the visit, extending another visit, providing a suitable alternative companion or crediting the time.
If either the client, family or companion feels the match is not right, please tell us. We will work with you to arrange a different match where appropriate.
3. Plans and monthly hours
GoodCompany services are provided through monthly plans.
The number of hours included will depend on the plan selected.
Visits are arranged around an agreed routine but can be adapted over time as interests, schedules or circumstances change.
Unused hours do not automatically roll over indefinitely. Where circumstances require a temporary adjustment, please contact us and we will discuss the options available.
4. Onboarding
A non-refundable, one-off £250 onboarding fee applies when beginning a new GoodCompany arrangement.
This covers the consultation, matching process, companion selection, introduction and set-up of the ongoing service.
The onboarding fee is separate from your monthly plan.
5. Payment
Monthly plan fees are collected in advance using the payment method agreed during onboarding.
You are responsible for ensuring payments can be collected when due.
If a payment fails, we will contact you before taking further action.
We may review our prices from time to time. Existing clients will be given reasonable notice before any change to their monthly fee takes effect.
6. Visits
The client and family should provide accurate information that may reasonably affect a companion’s ability to carry out a visit safely.
Companions should be treated respectfully and provided with a reasonably safe environment.
A companion may leave or decline to carry out an activity if they reasonably believe that continuing would put the client, themselves or another person at risk.
7. Expenses
Reasonable costs incurred during visits, such as admission tickets, meals, transport or activity costs, are not included in the monthly plan unless specifically agreed otherwise.
Where possible, expenses should be agreed in advance.
8. Changes and cancellations
Our separate Changes & Cancellations Policy forms part of these terms.
We understand that plans change and aim to be flexible wherever reasonably possible.
9. Ending the service
You may choose to end your ongoing GoodCompany service by giving us notice in accordance with your agreement.
GoodCompany may also end an arrangement where:
the service is no longer appropriate for the client’s needs
there are ongoing safety concerns
companions are subjected to abusive, threatening or inappropriate behaviour
payments remain outstanding
the relationship can no longer reasonably be provided as agreed
Where possible, we will discuss concerns first and provide reasonable notice.
10. Emergencies
GoodCompany is not an emergency response service.
If a companion believes there is an immediate risk to someone’s health or safety, they may contact emergency services and the nominated family or emergency contact.
11. Liability
Nothing in these terms excludes liability where it would be unlawful to do so.
GoodCompany will provide its services with reasonable care and skill.
We are not responsible for losses arising from circumstances outside our reasonable control or from information that was materially inaccurate or withheld from us.
12. Complaints
If something has not gone as expected, please contact us as soon as possible.
We will aim to understand what happened and resolve concerns fairly and promptly.
Email: hello@goodcompanyuk.co.uk
13. Changes to these terms
We may update these terms occasionally.
Where a change materially affects an existing client’s service, we will provide reasonable notice.
14. Governing law
These terms are governed by the laws of England and Wales.
Nothing in these terms affects your statutory consumer rights.