BP-CLIENT-GUIDES-2026-11-07-v4
Rates, cancellations, payments and confidentiality
In this document, “Bina”, “the Company”, “we”, “us” and “our” mean Bina Pathways Ltd (company number 16667031).
How booking charges, payment disputes and account confidentiality operate in practice.
Updated 7 November 2026 · Review on material service or legal change.
1. Standard and emergency rates
Your accepted rate card and the displayed booking quote govern charges. Requests within 12 elapsed hours of shift start use the displayed emergency classification. Review the applicable emergency and bank-holiday price before submitting; no unagreed retrospective surcharge applies.
Specialist roles and mixed-rate bookings may need a written quote. The normal minimum is four hours per worker unless otherwise agreed.
2. Breaks and actual attendance
The booking should separately state whether breaks are paid to the worker and charged to the client. Attendance and actual hours should be recorded fairly.
A client billing rate does not determine what the worker is owed.
3. Cancellation bands
For newly accepted standard terms: at least 24 hours notice, no charge; 12 to under 24 hours, up to 50%; under 12 hours or a worker turned away, up to 100%, capped at 12 cancelled hours. Apply the accepted terms, unavoidable loss, mitigation, saved costs and replacement income; there is no double recovery.
These charges can be reviewed for exceptional circumstances. A shift not supplied by Bina is not billed as provided service.
4. Invoices and credit
Invoices are issued weekly, normally by noon Monday for the preceding Monday-Sunday; client approval or a reasoned discrepancy is required by 5 pm Monday. Monday bank holidays move this to the next Working Day. Payment is due on the last Friday of the issue month, or the following month if the scheduled approval deadline falls after that Friday. Invoices issued after the last Friday roll into the next monthly cycle. The invoice records the exact approval and payment dates. Agreed historical terms remain applicable to earlier bookings and invoices; Friday staff payday is unchanged.
Query invoices using shift references and records; pay undisputed sums on time. New bookings may be reviewed where credit is overdue, with appropriate continuity planning for existing care cover.
5. Account security
Each user must use their own login. Company administrators should remove access when staff leave or change role; location access must not expose other sites.
Share necessary personal information only with authorised staff and through appropriate secure systems.
Need assistance?
Bookings and service matters: booking@binapathways.co.uk. Complaints or privacy matters: admin@binapathways.co.uk. Phone 07337541218. For immediate danger, call emergency services.
Current policies and client terms
Read the current policy library and download PDFs. The exact accepted agreement and any recorded commercial variation govern each booking.