Little Nellies is a trading name as Nellie Supports Ltd. 

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Nellie Supports Ltd – Terms & Conditions

The Buyer’s attention is particularly drawn to Clause 14 (Limitation of Liability), Clause 18 (Cancellation Policy), and Clause 19 (Late Payment).
 

1. Definitions

Seller: Nellie Supports Ltd, registered in Grantham, Lincolnshire.
Buyer: The person, company, or organisation purchasing Goods and/or Services.
Conditions: These terms and conditions and any special terms agreed in writing.
Goods: Any physical items supplied by Nellie Supports (e.g., reports, printed materials).
Services: Professional services provided by Nellie Supports (including but not limited to: Mental Capacity Assessments, COP3 reports, AMCA reports, EHCP support, social care planning, care funding challenges, conferences, training, and related services).
Order: The Buyer’s confirmed request for Goods and/or Services.
Price: The agreed price excluding VAT and additional charges (e.g., travel, interpreters).
Force Majeure Event: Defined in Clause 16.
Seller Materials: All documents, assessments, reports, and intellectual property produced by Nellie Supports.
 

2. Basis of Contract

These Conditions govern all contracts between Nellie Supports and the Buyer. Any booking, referral, or instruction constitutes acceptance of these Conditions. No variation is binding unless agreed in writing by a Director.
 

2A. Regulatory Status & Complaints (Important Information)

2A.1 Who regulates us

• Nellie Supports provides social work and expert assessment services and is not a law firm and not regulated by the Solicitors Regulation Authority (SRA).

• If you instruct [Name of Solicitor] to provide legal services as part of your matter, that individual is regulated by the SRA. We will identify which parts of your matter are carried out by the solicitor and which parts (if any) are carried out by non-lawyer colleagues, and what protections apply to each.

2A.2 What protections apply (and what do not)

• Professional Indemnity Insurance (PII): SRA-regulated law firms must hold insurance meeting the SRA’s Minimum Terms and Conditions. Because Nellie Supports is not SRA-regulated, those compulsory arrangements do not apply to our business. We will tell you whether the solicitor’s work on your matter is covered by PII and, on request, provide the insurer’s name, territorial scope, and limit of cover.

• SRA Compensation Fund: This fund is available only in relation to work within the SRA’s jurisdiction. It is not available for services provided through Nellie Supports as an unregulated business.

2A.3 Complaints and the Legal Ombudsman

• We operate an internal complaints procedure. Please raise any concerns with: [Complaints Contact, email, phone]. We will acknowledge within [X] working days and aim to resolve within [Y] weeks.

• If your complaint relates to the service provided by the solicitor and you remain dissatisfied after our process (or eight weeks have passed), you may have the right to complain to the Legal Ombudsman within its time limits. We will provide the Legal Ombudsman’s contact details and current time limits at engagement and at the conclusion of our process.

• Concerns about a solicitor’s professional conduct can be reported to the SRA. We will signpost the SRA’s reporting page on request.

2A.4 Scope and reserved legal activities

• Nellie Supports does not carry out reserved legal activities (e.g., conduct of litigation, certain conveyancing or probate activities, notarial work, administering oaths). Where your matter requires a reserved activity, we will refer you to, or work alongside, an authorised law firm.

• We will make clear who is responsible and who supervises each part of your matter, including any supervision by the solicitor of non-lawyer work.

2A.5 Pricing and transparency

• Before you instruct us, we will provide the best possible information on price and likely overall cost, and update you if this changes. Where we publish prices online for certain services, we follow applicable transparency requirements and link to these Terms for full details.

• For ease of reference, further information on our status may be provided on our website under Regulatory Status.
   

3. Price & Payment

3.1 Payment Terms
UK companies: 30-day invoice terms.
Private individuals: Full payment required before an appointment can be booked.

3.2 Payment Methods
Bank transfer: Starling Bank (Sort Code 60-83-71, Account 59469964).
Cheque: Payable to Nellie Supports Ltd, posted to Unit 20, Springfield Business Park, Grantham, NG31 7FZ.
Card: Secure link on invoice or by phone (0333 987 5118).
Klarna – Pay in 3: Subject to Klarna terms and eligibility.

3.3 No set-off
Invoices must be paid in full without set-off or counterclaim.
 

4. Late Payment

£50 fee upon first reminder. £35 per subsequent reminder. £100 administration fee after the third reminder (prior to legal escalation). Statutory interest (8% + base rate) and recovery costs apply under the Late Payment of Commercial Debts (Interest) Act 1998. If you are experiencing difficulty paying, contact us immediately to discuss arrangements.
 

5. Delivery of Services

Nellie Supports undertakes to provide Services with due care and skill, in compliance with relevant legislation (e.g. Mental Capacity Act 2005, Care Act 2014, SEND Code of Practice, CPR 35). Timelines are estimated unless statutory (e.g., EHCP review deadlines). Reports are delivered securely and stored in GDPR-compliant systems.
 

6. Buyer’s Obligations

The Buyer must:

• Provide accurate information, documents, and consent forms.

• Ensure availability for scheduled appointments.

• Pay interpreter costs in advance where required.

• Cover travel costs for short-notice reschedules or failed appointments.
   

7. Confidentiality & Data Protection

All personal data is handled under UK GDPR. Information will only be shared with consent, lawful authority, or safeguarding duty. Interpreter services are sourced independently, with fees payable upfront.
 

8. Safeguarding

Nellie Supports follows safeguarding policies under the Care Act 2014 and SSWBA 2014. Staff are trained to escalate concerns to Local Authorities if risk of harm is identified. We may suspend or terminate services if safeguarding requires it.
 

9. Limitation of Liability (Clause 14)

Liability for death, personal injury, fraud, or statutory rights is not excluded. Nellie Supports accepts no liability for indirect or consequential losses, or for third-party decisions (e.g. courts, tribunals, Local Authorities) based on our reports. Total liability is capped at the Price of the relevant Service.
 

10. Cancellation & Refunds (Clause 18)

24+ hours’ notice: full refund or reschedule.
Less than 24 hours: travel costs payable; no refund for missed appointments.
No-show: full fee applies; rebooking requires full payment of a new invoice (including travel and VAT).
Cancellations by Nellie Supports: reschedule at no cost, or refund in full.
Refunds are not issued for completed assessments.

Short Notice Bookings
Bookings made on the day of the appointment, or within 24 hours of the scheduled appointment time, fall within the short notice period. These bookings are confirmed on a non-refundable basis and no refund will be issued in the event of cancellation or non-attendance.
 

11. Appointment Rescheduling

May be rescheduled with 12+ hours’ notice at no cost. Less than 12 hours: Buyer liable for any travel costs already incurred.
 

12. Specific Services

12.1 Mental Capacity & COP3 Assessments
COP3 Part A must be completed before booking. Each decision requires its own MCA report. Reports delivered within 10 working days of assessment.

12.2 EHCP Services
Covers applications, appeals, mediation, and SEND Tribunal support. One-Stop Evidence Pack available (desktop or premium). Statutory deadlines must be disclosed by Buyer.

12.3 Social Care Funding Challenges
Solicitor-led service under the Care Act 2014 and SSWBA. Fixed-fee pricing applies.

12.4 Corporate & B2B
Service-level agreements may be arranged for volume instructions.

12.5 Life Expectancy Reports
Expert CPR Part 35–compliant evidence produced using structured peer-reviewed sources.

12.6 Care & Support Services
Practical and emotional support provided; scope agreed case by case.

12.7 Nellie Con (Conference)
Bookings via Eventbrite; subject to Eventbrite’s refund policy.
 

13. Termination

Either party may terminate if:

• A material breach is not remedied within 28 days.

• Insolvency occurs.

• Non-payment continues after repeated reminders.
   

14. Force Majeure

Nellie Supports is not liable for delay caused by events outside reasonable control (e.g., illness, transport failure, IT disruption, natural disaster).
 

15. Governing Law & Jurisdiction

Governed by the law of England and Wales. Exclusive jurisdiction of the courts of England and Wales.