1. About DiRich
DiRich Specialist Community Support Ltd, trading as DiRich Community Support. Company number: 17196962.
Registered office: 66 Paul Street, London, EC2A 4NA — for official correspondence only, not a service location.
Contact: info@dirichsupport.com or 01283 351888. Office hours: Monday–Friday, 8:30am–3:00pm. Service area: Burton upon Trent and surrounding areas.
Service terms
2. Service scope and suitability
DiRich provides companionship and community support for adults aged 18+ only: Companionship Support, Autism & Learning Disability Support, Community Activities, Appointment Support and Everyday Independence. Autism & Learning Disability Support means companionship, community access, social activities, promoting independence and everyday support that does not involve personal care. CQC guidance distinguishes social support, such as shopping, from the regulated activity of personal care. Social support without personal care generally does not require personal-care registration; this is not an exemption for every possible activity. The actual tasks must remain within the agreed lawful scope.
DiRich does not provide personal care, physical feeding or eating assistance, nursing, medical or clinical treatment, medication assistance (including handling, administration or scheduled prompting), hands-on mobility assistance, wheelchair transport or emergency services. Self-administered medication remains the client’s responsibility. In immediate danger, call 999.
Everyday Independence can include light domestic tasks, laundry and simple meal preparation in the client’s home, such as breakfast, lunch, dinner, drinks and snacks, as agreed in the support plan. DiRich staff have completed Food Hygiene and Safety training. This is everyday living support, not personal care: it does not include physical help with eating or drinking. Clinical or prescribed therapeutic dietary care and support for unsafe swallowing or dysphagia are outside our scope.
Planned long-term support: 24-hour non-regulated support may be arranged through three rotating 8-hour shifts each day. Every arrangement is subject to individual assessment, agreed boundaries, suitable staff availability and all required readiness checks. It remains companionship and community support only, not personal care, nursing, medical treatment, medication support, hands-on moving and handling, wheelchair transport or emergency cover, and acceptance is not guaranteed.
Suitability, availability, responsibilities and safety arrangements are discussed individually. Support does not include medical, legal or financial advice. An enquiry is not an accepted booking.
An adult’s wishes and appropriate consent matter. A relative or representative must have appropriate lawful authority for any decision they make on the adult’s behalf.
3. Quotation and booking agreement
Telephone or email for enquiries and introductory discussions. Manual bookings may be considered and confirmed individually only after an individual needs and suitability assessment, risk assessment, agreed support plan, signed service contract, and all required documents and consents have been agreed and signed by the client or lawful representative, plus DiRich confirmation of suitability, capacity, staff readiness, appropriate insurance, safeguarding and any applicable regulatory requirements. There is no online booking or payment. An enquiry or introductory meeting is not a booking; acceptance and availability are not guaranteed.
Standard community support packages are priced from £28 to £35 per hour, depending on the agreed support arrangement. A minimum booking of 4 hours per support visit applies. The exact charge for your support is confirmed in a personalised written quotation for each client. Our support arrangements are personalised to each person’s needs, circumstances and agreed activities. Before any support begins, we will discuss the services required and provide a clear written quotation for approval. There are no surprise or unapproved charges. Any agreed support time, activity cost, journey cost or other expense will be explained in writing before booking. Your personalised written quotation confirms the support time, charges and any agreed activity or journey costs before you agree to book. DiRich is not currently VAT-registered. VAT is not added to our quotations. Support is available Monday to Saturday; we are closed on Sundays. Written quotations and invoices show the agreed charges and the total amount. The introductory community support package is a separate, limited offer with its own stated price; the standard range above applies to standard packages only.
The client receives the applicable terms and cancellation rights before agreeing. All charges and the scope of support must be agreed before booking; DiRich then manually confirms an accepted booking.
Your individual quotation, agreed support plan, applicable terms and manual confirmation set out the arrangements for your support. Flexible pay-as-you-go support has no fixed-term commitment. You can cancel future visits at any time; services already delivered remain payable, but there are no cancellation penalties or early termination fees. A signed service contract and required signed documentation are prerequisites for DiRich to confirm a booking; this does not remove any applicable statutory rights. Before booking confirmation, an individual needs and suitability assessment, risk assessment and agreed support plan are required. The service contract and all pertinent documents and consents must be agreed and signed by the client or lawful representative. DiRich must confirm suitability, capacity and staff readiness. All necessary operational safeguards, insurance, checks on the person providing support and regulatory classification must actually be in place. Availability is not guaranteed; support must not start while any requirement is unmet. Appropriate safeguarding, data protection and any relevant transport arrangements are also required.
4. Payment before each service
Advance payment is required before each booked service begins, after the personalised quotation and agreement of all applicable service and travel charges.
Agree an available payment method directly with DiRich before booking. No payment is collected through this website.
A payment receipt is issued only when payment has actually been received. Advance payment does not reduce cancellation, eligible refund or statutory consumer rights.
5. Flexible cancellation, absence and refunds
You can cancel scheduled visits or end your service agreement at any time. There are no cancellation penalties, early termination fees or mandatory notice charges. You pay only for support actually provided and any other lawful charges expressly agreed in advance; future visits that are cancelled and not provided are not charged.
Holidays and planned absences: where possible, please let us know 30 calendar days in advance. This is a polite request, not a requirement, and no fee or penalty applies if you give shorter notice. Support can be paused for the absence.
Illness, hospital admission or unexpected circumstances: you, a family member or your authorised representative should let us know as soon as reasonably possible. No advance notice is needed and no cancellation charge applies. Support can be paused and resumed when appropriate; resumption dates, staffing and schedules are confirmed with DiRich, subject to any necessary reassessment and availability.
Ending your agreement: where possible, we appreciate 14 calendar days’ notice, but this is voluntary. If a client dies, the service agreement ends immediately once DiRich is informed, with no termination fee or penalty.
DiRich may suspend or end support immediately where continuing would be unlawful, would require regulatory authorisation DiRich does not hold, or would create a genuine and significant safety risk that cannot reasonably be managed. DiRich will communicate the decision appropriately, follow its safeguarding responsibilities and consider reasonable adjustments. No termination penalty is charged, and this does not exclude DiRich’s statutory responsibilities or liability for its own breach. If DiRich cancels a visit, you are not charged for it.
Refunds: unused advance payments are refunded to the appropriate verified payer, after reconciling support already provided and any lawful agreed charges. DiRich aims to initiate approved bank-transfer refunds within 3–5 working days of confirming the refund amount and recipient; bank processing times are outside DiRich’s control. This flexible policy is in addition to, and does not replace or shorten, any statutory cancellation, cooling-off or refund right described below.
6. Statutory cancellation and refund rights
Separate UK statutory cancellation rights may apply to an eligible distance contract (for example, an agreement made by telephone or email through an organised distance-sales process) or off-premises contract. Applicability depends on the actual arrangement and legal exclusions; it must not be assumed for every service.
Where the Consumer Contracts Regulations cancellation rules apply to a service contract, the usual cancellation period is 14 days from the day after the contract is made. Missing required cancellation information can extend the period.
Where these rules apply, support must not begin during the cancellation period unless the client expressly requests an early start. For an off-premises contract, that request must be on a durable medium, such as an email or signed document that can be kept unchanged. Paying in advance or accepting general terms is not an early-start request or a waiver.
If the client then cancels, only a legally permitted proportionate charge for support already supplied may be due, based on the agreed total price or market value if that price is excessive. No cost is due for supply during that period if the required cancellation and cost information was not provided, or there was no compliant early-start request. No cancellation penalty or late-notice fee applies.
The statutory right ends on full performance only if the service began following the required express request and the client acknowledged that the right would be lost once the whole contract was fully performed. Starting support or completing one visit within a longer contract does not automatically remove the right.
For a valid statutory cancellation of a service contract under these rules, reimbursement is required without undue delay and within 14 days after DiRich is informed of cancellation, subject to any legally permitted charge for support supplied. Use the original payment method unless the client expressly agrees otherwise, with no reimbursement fee. These statutory rules are distinct from the ordinary cancellation policy above.
Legal exceptions may apply to particular contracts, including certain services related to leisure activities on a specified date or period. A dated support visit is not automatically exempt; applicability depends on the actual arrangement.
7. Travel, activities and disruptions
Travel and transport arrangements may be considered individually, subject to suitability and travel-risk assessment, availability and prior written agreement. Any agreed journey or activity costs will be confirmed in writing before booking. We do not provide wheelchair transport or hands-on mobility assistance. Transport is not automatic or guaranteed.
If illness, travel disruption or another event affects support, DiRich would discuss changes with the client. A disruption does not automatically remove DiRich’s responsibilities or the client’s cancellation and refund rights.
8. Care, responsibility and consumer remedies
Agreed consumer services must be provided with reasonable care and skill and in accordance with service information that is binding under applicable law.
Nothing in these terms excludes liability that cannot lawfully be excluded, including death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or protected statutory consumer rights.
If a service does not meet applicable statutory standards, remedies may include repeat performance or an appropriate price reduction, depending on the law and circumstances. No blanket exclusion for third parties, disruptions or other losses is imposed.
9. Privacy, safeguarding and complaints
For information handling and website resources, read the Privacy Policy and Cookie Policy. Do not send unnecessary sensitive records with an initial enquiry.
See the Safeguarding Policy for concerns about an adult or child; children are not DiRich service users. Urgent emergency action and direct police or local-authority referrals must never wait for a complaint response or either safeguarding lead’s availability, especially if either is implicated or conflicted.
Raise concerns by telephone or email. The Complaints Procedure explains fair consideration without guaranteed response times. Statutory rights remain unaffected.
Website terms
10. Website information and use
Website information is not professional advice or a guarantee of individual suitability or availability. Access may be interrupted; this does not limit rights relating to an agreed service.
Use the website lawfully. Do not attempt unauthorised access, introduce harmful code or interfere with security. External websites have their own terms and privacy practices; linking to them does not remove any responsibility DiRich has under applicable law.
Changes to website wording do not by themselves change an existing service agreement.