Terms of Engagement

Orvia Healthcare Ltd

Last updated: 23 May 2026

1. About These Terms

These terms set out how ORVIA Healthcare works with clients, what you can expect from us, and what we ask of you. They apply when you engage ORVIA for any of our services, including safeguarding reviews, governance reviews, operational oversight, family support and training.

By engaging our services, you agree to these terms. If anything is unclear, please contact us before proceeding.

2. Who We Are

ORVIA Healthcare is a human-centred safeguarding, governance and operational oversight organisation. We provide independent reviews, reflective governance support and operational insight to help organisations and families understand concerns about care, safety, culture and accountability.

We are not:

A consultancy

A regulator or statutory body

An emergency service

A legal representative or solicitor

A clinical or medical provider

A replacement for CQC, the police, the NHS, or any local authority safeguarding team

3. Our Services

ORVIA offers services including:

Independent Safeguarding & Operational Reviews — comprehensive safeguarding and operational oversight reviews

Reflective Governance Reviews — examining whether governance is real or just on paper

Board-Level Safeguarding Support — helping boards understand their safeguarding responsibilities in practice

Family and Individual Support — supporting families raising concerns about care

Operational Health Checks — reviewing day-to-day operational reality against what the paperwork says

Crisis and Rapid Response Support — urgent support subject to availability

ORVIA Academy — training grounded in real-world practice

The specific scope, timeline and deliverables for your engagement will be agreed in writing before work begins.

4. How We Work

ORVIA works on the basis of:

Independence — we provide honest, impartial findings

Human-centred approach — we look at what is actually happening, not just paperwork

Confidentiality — we handle all information carefully and in line with our Privacy Policy

Professional boundaries — we stay within our scope and do not overstep into areas where statutory bodies, regulators or legal professionals are the appropriate authority

5. Pricing

Our services are offered across four tiers:

All prices are quoted exclusive of VAT. VAT registration is in progress and will be applied where applicable once confirmed.

Specific pricing will be confirmed in your engagement agreement.

Pricing is provided on a per-engagement basis following an initial conversation. ORVIA offers a tiered service model to ensure proportionate and accessible support. Please contact us for a tailored proposal.

6. What We Need From You

To do our best work, we need:

Honest and timely information relevant to the scope of work

Access to people, documents and environments agreed in the engagement scope

A named contact for communication

Prompt responses to requests for information or decisions

Respect for our independence and professional boundaries

7. Confidentiality

We treat all information shared with us as confidential unless:

You give us permission to share it

We are required by law to disclose it

There is a safeguarding duty that requires us to report a concern to the appropriate statutory body

We will always tell you if we need to share information for safeguarding reasons, unless doing so would put someone at risk of harm.

8. Safeguarding Duties

ORVIA takes safeguarding seriously. If during the course of our work we become aware of an immediate risk of harm to any person, we may need to report this to the relevant authorities. This is a legal and ethical duty and is not optional.

We will handle any such disclosure carefully, proportionately and in line with UK safeguarding legislation and guidance.

9. Limitations

ORVIA’s work is advisory and evidence-informed. Our reviews, reports and recommendations:

Are based on the information available to us at the time

Do not constitute legal advice

Do not replace statutory processes or regulatory decisions

Do not guarantee specific outcomes

Should be used alongside professional judgement and, where appropriate, legal and regulatory guidance

10. Cancellation and Changes

If you need to cancel or change the scope of an engagement:

Please give us as much notice as possible

Work already completed and costs already incurred will be payable

We will discuss any changes openly and agree them in writing

Either party may cancel an engagement by providing reasonable written notice. Where work has commenced, fees for completed work are payable. Refunds for pre-paid work not yet started will be considered on a case-by-case basis. ORVIA reserves the right to discontinue an engagement where there are safeguarding, ethical or professional concerns.

11. Payment

Payment terms will be set out in your engagement agreement. Unless otherwise agreed:

Invoices are payable within 30 days

Payment can be made by bank transfer or online payment

Payment is accepted by bank transfer. Online payment options are being introduced and will be confirmed separately.

12. Intellectual Property

All ORVIA frameworks, methodologies, training materials, review templates and branded content remain the intellectual property of Orvia Healthcare Ltd. Clients receive a licence to use deliverables produced as part of their engagement for their own internal purposes.

13. Complaints

If you are unhappy with any aspect of our service, please contact us at Hello@orviahealthcare.co.uk. We will acknowledge your complaint within 5 working days and aim to resolve it within 20 working days.

If you are unhappy with any aspect of our service, please contact us at Hello@orviahealthcare.co.uk. We will acknowledge your complaint within 5 working days and aim to provide a full response within 20 working days. If you remain dissatisfied, you may escalate your concern to the Founder directly.

14. Governing Law

These terms are governed by the laws of England and Wales.

15. Contact Us

Orvia Healthcare Ltd

Email: Hello@orviahealthcare.co.uk

Phone: 0114 399 8231

Address: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE

Company Registration: 16123685