STONEWILLOW CARE QUALITY PARTNERS — BOOKING & CANCELLATION TERMS

Last updated: 16 September 2026

These terms apply to appointments and services booked directly through the Stonewillow Care Quality Partners website or online booking system.

More substantial consultancy work, including audits, mock inspections, turnaround projects and bespoke projects, may also be subject to a separate proposal, scope of work and Consultancy Agreement.

Where there is a conflict, the specifically agreed consultancy agreement will take precedence for that engagement.

1. Booking a service

Bookings are subject to availability.

A booking is not confirmed until you receive confirmation from Stonewillow or our booking system.

Where payment is required at the time of booking, your booking may not be confirmed until payment has been successfully processed.

We reserve the right to refuse or cancel a booking where there is a conflict of interest, safeguarding concern, inappropriate use of the service, error in pricing or availability, or another reasonable professional or operational reason.

Where Stonewillow cancels a paid service and no suitable alternative is agreed, amounts paid for that cancelled service will be refunded.

2. Free Discovery Calls

A Free Discovery Call is intended to:

• understand your initial requirements;

• explore whether Stonewillow is suitable to support you;

• identify possible next steps; and

• discuss appropriate services.

A Free Discovery Call does not constitute a full audit, regulatory review, legal opinion or consultancy engagement.

No particular outcome or availability for subsequent work is guaranteed.

Repeated non-attendance may result in Stonewillow declining further free bookings.

3. Paid consultations

Paid consultations are intended to provide focused professional support within the booked time.

The scope of a paid consultation is limited to the service description shown when booking and the information reasonably available during the session.

Where an issue requires wider investigation, document review or project work, Stonewillow may recommend a separate service or proposal.

4. Prices and payment

The applicable price will be displayed before you confirm a paid booking.

Any VAT or other taxes that Stonewillow is legally required to charge will be identified where applicable.

Payment may be processed by a third-party payment provider.

Stonewillow does not normally receive or store complete payment-card details where payments are handled through an authorised third-party payment processor.

5. Business-client cancellations

The following policy applies where the client is booking for purposes relating to their trade, business, profession or organisation.

More than 48 hours before the appointment:
You may cancel for a full refund or reschedule without charge.

Between 24 and 48 hours before the appointment:
Stonewillow may retain up to 50% of the booking fee, or you may request one reschedule subject to availability.

Less than 24 hours before the appointment or non-attendance:
The booking fee will normally be non-refundable.

Stonewillow may exercise discretion where exceptional circumstances arise.

6. Rescheduling

Where permitted, you may reschedule through the booking system or by contacting:

principalconsultant@stonewillowqualitypartners.co.uk

A booking may normally be rescheduled once without additional charge where sufficient notice is provided.

Repeated rescheduling may be treated as a cancellation.

7. Consumer cancellation rights

Most Stonewillow clients are expected to book services for professional or business purposes.

However, if you enter into a contract with Stonewillow as a consumer, meaning wholly or mainly outside your trade, business, craft or profession, additional statutory rights may apply.

For most distance contracts for services, a consumer generally has 14 days from the day after the contract is made to cancel without giving a reason.

Services taking place within the 14-day cancellation period

If you ask Stonewillow to begin providing a service before your statutory cancellation period has ended, we may ask you to expressly confirm that request.

If you subsequently cancel during the cancellation period after services have begun at your express request, you may be required to pay a proportionate amount for the service already supplied.

If the service has been fully performed within the cancellation period after your express request and acknowledgement, your statutory right to cancel may end once the service has been fully performed.

Important Wix checkout wording

For a consumer booking occurring within 14 days, I recommend adding an unticked checkbox along these lines before final checkout:

I expressly request Stonewillow Care Quality Partners to begin providing the booked service before the end of my 14-day cancellation period. I understand that if the service is fully performed, I may lose my statutory right to cancel, and if I cancel after performance has begun I may be required to pay for the service already provided.

Do not pre-tick this box.

8. How a consumer can cancel

A consumer exercising a statutory cancellation right may notify Stonewillow by a clear statement sent to:

principalconsultant@stonewillowqualitypartners.co.uk

The model form at the end of these terms may be used, but it is not compulsory.

Where a statutory cancellation right applies, refunds will be processed in accordance with applicable law.

Official consumer guidance says refunds following a valid cancellation should generally be made without undue delay and within the applicable statutory timeframe.

9. Late arrival

If you arrive late for a booked consultation, Stonewillow may still need to end the appointment at the original scheduled time.

Where possible, we will make reasonable efforts to accommodate minor delays, but additional time cannot be guaranteed.

10. Stonewillow rescheduling or cancelling

Occasionally Stonewillow may need to reschedule because of illness, emergency, travel disruption or another circumstance outside reasonable control.

Where this happens, we will offer a reasonable alternative.

If Stonewillow cancels a paid booking and no replacement date is agreed, the fee paid for that booking will be refunded.

11. Information supplied before the session

You are responsible for ensuring that information you provide is accurate and sufficiently complete for the booked service.

Please do not send identifiable service-user health, safeguarding or other sensitive information through ordinary website forms.

Where sensitive information needs to be reviewed, Stonewillow will agree an appropriate secure method of transfer.

12. Confidentiality

Information discussed during consultancy sessions will be treated professionally and confidentially, subject to any legal, safeguarding or regulatory obligations requiring disclosure.

More detailed confidentiality provisions may apply under a separate Consultancy Agreement or NDA.

13. Regulatory outcomes

Consultancy advice is based on professional judgement and the information available at the time.

Stonewillow does not guarantee a particular CQC rating, regulatory decision or inspection outcome.

14. Larger and bespoke projects

Services including, but not limited to:

• mock inspections;

• full governance reviews;

• service turnaround;

• comprehensive audits;

• training programmes;

• ongoing management support; and

• bespoke consultancy projects

may require a separate written proposal and Consultancy Agreement.

The website booking process does not replace those terms unless expressly stated.

15. Complaints

If you are dissatisfied with a service, please contact:

principalconsultant@stonewillowqualitypartners.co.uk

We will aim to acknowledge the concern promptly and seek a fair resolution.

Nothing in these terms affects rights that cannot legally be excluded.

16. Changes

Stonewillow may update these Booking & Cancellation Terms from time to time.

The terms applying to a booking will normally be those made available when the booking was placed, subject to any mandatory change in law.