Terms & Conditions
These Terms & Conditions explain the basis on which Carol’s Law Ltd provides its services and how our relationship with clients is managed.
By requesting, purchasing or using a service provided by Carol’s Law, you agree to these Terms & Conditions together with any service-specific information, agreed scope of work and applicable privacy information.
Please read these terms carefully before requesting or purchasing a service.
About Carol’s Law
Carol’s Law Ltd provides non-clinical family mental-health advocacy and referral support.
Business: Carol’s Law Ltd
Registered in: England and Wales
Company number: 17442692
Registered office: 21 Metro House West Bromwich B70 9LB
Email: carolslawltd@gmail.com
Scope of These Terms
These terms apply to services supplied by Carol’s Law to individual clients unless different written terms have been agreed for a particular service.
Where a service description, written quotation or agreed scope contains additional terms specific to that service, those terms should be read together with these Terms & Conditions.
Important: Carol’s Law is a non-clinical advocacy and referral support service. We do not provide diagnosis, clinical treatment, emergency or crisis intervention, statutory decision-making or legal advice unless separately provided by an appropriately qualified professional.
Our Services and Service Scope
Carol’s Law provides non-clinical family mental-health advocacy, structured information support, referral support and related communication services.
The exact service provided will depend on the circumstances, the information available and the scope agreed with the client.
Family Advocacy
We may help families organise concerns, identify relevant information and present those concerns clearly and appropriately.
Structured Information and Reports
Where agreed, we may help organise family observations, chronology, incidents, supporting information and other relevant material into a structured format.
Referral and Communication Support
Where appropriate and authorized, we may support referrals and communication with relevant professionals or services.
Follow-Up Support
We may help clients record responses, review progress and identify appropriate next steps within the agreed scope of the service.
What Is Not Included
Unless expressly agreed otherwise in writing, our services do not include:
Diagnosis or clinical assessment
Medical treatment or medication advice
Clinical risk assessment
Mental Health Act, capacity or detention decisions
Emergency or crisis intervention
Legal representation or legal advice
Statutory decision-making
Guaranteed referral, assessment, admission or other professional outcome
Agreed scope: The work we carry out will be limited to the service and scope agreed with the client. Additional work may require separate agreement and may involve additional fees.
Client Responsibilities
To help Carol’s Law provide services effectively, clients are expected to provide information that is accurate, relevant and complete to the best of their knowledge.
Providing Accurate Information
Clients should provide information honestly and accurately and should tell us if they become aware that information previously provided is incorrect, incomplete or has materially changed.
Providing Relevant Information
Clients should provide information and documents that are reasonably relevant to the agreed service and avoid knowingly providing misleading, fabricated or unrelated material.
Responding to Requests
Where additional information, clarification, consent or documentation is reasonably required, clients should provide it within an appropriate timeframe where possible.
Authority to Share Information
Where a client asks Carol’s Law to communicate with another person, professional or organisation, the client should provide any consent, authority or information reasonably required for that communication.
Respectful Communication
Clients are expected to communicate respectfully with Carol’s Law staff and with any professionals or services involved in the support process.
Keeping Contact Details Updated
Clients should notify Carol’s Law if their contact details change while a service is ongoing.
If Information Is Incomplete or Inaccurate
Carol’s Law may be unable to provide, continue or complete a service where essential information is missing, materially inaccurate or cannot reasonably be verified where verification is necessary.
We may also pause work while waiting for information, clarification, consent or other material needed to continue within the agreed scope.
Important: Clients are not expected to make clinical, legal or statutory judgments. We ask families to provide their observations, concerns and relevant information rather than professional assessments.
Fees, Payment and Additional Work
Fees will be explained before a paid service begins. The amount payable will depend on the service selected, the agreed scope of work and any additional work requested or required.
Service Fees
The applicable fee will be confirmed before the service begins, either through the website, a written quotation, invoice or other written confirmation.
Payment
Payment must be made using the payment method and within the timeframe specified at the point of purchase, on the invoice or in the written service agreement.
Work Outside the Agreed Scope
If additional work is requested that falls outside the original agreed scope, Carol’s Law may provide a revised quotation or request approval for additional fees before carrying out that work.
Changes to the Service
If the circumstances or information available change significantly during the service, we may need to review the agreed scope, timescale or fee. Any material change will be discussed with the client before additional chargeable work is undertaken.
Third-Party Costs
Where a service involves an additional third-party cost, we will explain this where reasonably possible before the cost is incurred. Carol’s Law will not normally incur material third-party costs on a client’s behalf without prior agreement.
No hidden additional work: We will not normally carry out additional chargeable work outside the agreed scope without discussing it with you first.
Cancellation, Refunds and Ending a Service
Cancellation and refund arrangements depend on the service purchased, whether work has already begun and any statutory rights that apply.
Cancelling Before Work Begins
If you wish to cancel a service before work has started, please contact Carol’s Law as soon as possible. Any refund due will be considered in accordance with the service agreement and applicable consumer rights.
Cancelling After Work Has Started
If you wish to cancel a service before work has started, please contact Carol’s Law as soon as possible. Any refund due will be considered in accordance with the service agreement and applicable consumer rights.
Cancelling After Work Has Started
Where you have asked us to begin work and part of the agreed service has already been provided, any refund may take account of work already completed and costs reasonably incurred.
Refunds
Where a refund is due, the amount and method of refund will depend on the circumstances, the work already completed and any applicable legal rights.
Ending a Service by Carol’s Law
Carol’s Law may pause or end a service where there is a reasonable basis to do so, including where:
essential information or authority is not provided;
the requested work falls outside our service scope;
continuing the service would be inappropriate or unsafe;
communication becomes abusive or threatening;
payment obligations are not met; or
continuing the service would conflict with a legal, safeguarding or professional responsibility.
Where reasonably possible, we will explain the reason and any relevant next steps.
Your Statutory Rights
Nothing in these Terms & Conditions is intended to exclude or restrict any consumer rights that cannot lawfully be excluded or restricted.
Note box
Cancellation requests: Please contact Carol’s Law promptly if you wish to cancel or change an agreed service.
Timescales and Service Delivery
We aim to provide services within the timescale agreed with the client. Any timescale given is an estimate unless we have expressly agreed otherwise in writing.
Estimated Timescales
The time required will depend on factors such as the type of service, the amount of information involved, the complexity of the circumstances and how quickly any additional information or authority is provided.
Delays Outside Our Control
Carol’s Law is not responsible for delays caused by circumstances outside our reasonable control, including delays by professionals, organisations, services or other third parties.
Client-Caused Delays
If we are waiting for information, clarification, documents, consent or authority from the client, the service may be paused until the required information is received.
Professional and Third-Party Responses
Where our work involves communication with professionals or services, we cannot control how quickly those third parties respond or what action they decide to take.
Changes to Estimated Completion
If we become aware that a service is likely to take materially longer than originally expected, we will aim to inform the client and explain the reason where reasonably possible.
Please note: Carol’s Law cannot guarantee response times or outcomes from external professionals, organisations or services.
Professional Independence, Outcomes and Limitations
Carol’s Law provides non-clinical advocacy and referral support. Our role is to help organise and communicate relevant family concerns, not to replace the independent judgment of professionals or statutory services.
Professional Independence
Health, social-care, safeguarding, legal and statutory professionals remain responsible for their own assessments, decisions and actions.
No Guaranteed Outcome
Carol’s Law cannot guarantee that any particular referral, assessment, admission, treatment, safeguarding action, statutory decision or other outcome will result from the information provided or support delivered.
Reliance on Information Provided
Our work may rely on information supplied by clients, family members, professionals or other sources. We do not independently verify every piece of information unless verification forms part of the agreed service.
Third-Party Decisions
Carol’s Law is not responsible for decisions, actions, omissions or response times of external professionals, organisations or services.
Scope of Advice and Support
Information and support provided by Carol’s Law should not be treated as medical, legal or other regulated professional advice unless that advice is separately provided by an appropriately qualified professional.
Changes in Circumstances
Mental-health, safeguarding and family circumstances can change. Clients should notify us of material changes that may affect the support being provided.
Important: Carol’s Law can help families present concerns clearly, but decisions about assessment, treatment, safeguarding, detention, capacity or other statutory matters remain with the relevant professionals and authorities.
Confidentiality, Safeguarding and Information Sharing
Carol’s Law handles client and family information carefully and aims to respect confidentiality throughout the support process.
Confidentiality
Information provided to Carol’s Law will be handled in accordance with our Privacy Notice, internal procedures and applicable data-protection requirements.
Information Sharing
Where appropriate, authorized and relevant to the agreed support, Carol’s Law may share information with professionals, services or organizations involved in the circumstances.
Safeguarding and Serious Safety Concerns
There may be circumstances where information needs to be shared without the individual’s consent where this is lawful, necessary and appropriate to respond to a safeguarding concern, serious safety risk or other legal responsibility.
Minimum Necessary Information
Where information is shared, we aim to limit disclosure to information that is relevant and reasonably necessary for the purpose concerned.
Client Authority
Where communication with a professional or organisation requires the client’s authority or consent, Carol’s Law may ask for appropriate confirmation before proceeding.
Limits of Confidentiality
Confidentiality is not absolute. Carol’s Law cannot promise that information will never be disclosed where disclosure is required or permitted by law, safeguarding responsibilities or other applicable obligations.
Important: If information indicates a serious safeguarding or safety concern, Carol’s Law may need to consider appropriate information sharing or escalation even where this was not originally part of the agreed service.
Liability and Responsibility
Carol’s Law will provide services with reasonable care and within the scope agreed with the client. However, some outcomes depend on information supplied by others and on decisions made by independent professionals, organisations and services.
Information Supplied by Clients and Others
Carol’s Law may rely on information provided by clients, family members, professionals or other sources. We are not responsible for loss arising solely from information that is materially inaccurate, incomplete or misleading where we could not reasonably have known this.
Third-Party Actions and Decisions
Carol’s Law is not responsible for the independent decisions, actions, omissions or response times of external professionals, organisations, authorities or services.
No Guarantee of Outcome
We do not guarantee that our involvement will result in a particular assessment, referral, admission, treatment, safeguarding action or other outcome.
Events Outside Our Reasonable Control
Carol’s Law will not be responsible for delays or failure to perform obligations where this results from circumstances outside our reasonable control.
Nothing Excludes Rights That Cannot Lawfully Be Excluded
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, or affects any statutory rights that cannot legally be excluded or restricted.
Service limitation: Our responsibility relates to the non-clinical advocacy and referral support we have agreed to provide. Independent professional and statutory decisions remain outside Carol’s Law’s control.
Complaints and Dispute Resolution
Carol’s Law aims to provide services fairly, clearly and professionally. If you are dissatisfied with any part of our service, please contact us so that we have an opportunity to review and respond to your concerns.
Making a Complaint
Complaints should include enough information for us to understand the issue, including the service concerned, what happened and the outcome you are seeking.
How We Handle Complaints
We will review complaints appropriately, consider the information available and provide a response or update within a reasonable timeframe.
Data Protection Complaints
Complaints specifically about the handling of personal information will be dealt with under our separate Data Protection Complaints process.
Resolving Disputes
Where a disagreement cannot be resolved through our complaints process, both parties are encouraged to consider reasonable steps to resolve the matter before pursuing formal proceedings.
Your Legal Rights
Nothing in these Terms & Conditions limits any right you may have to pursue a remedy available under applicable law.
How to complain: Please use our Complaints page or contact Carol’s Law using the contact details provided on our website.
Changes to These Terms, Governing Law and Contact Details
Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our services, business practices or applicable legal requirements.
The latest version will be published on our website with the updated date shown at the top of this page.
Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute relating to these terms or the services provided by Carol’s Law will be subject to the jurisdiction of the courts that apply under applicable law.
Contact Details
Carol’s Law Ltd
Registered office: 21 Metro House West Bromwich B70 9LB
Company number: 17442692
Email: carolslawltd@gmail.com
Website: www.carolslawltd.org.uk
Last updated: September 25, 2026