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Client Care Statement

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CLIENT CARE STATEMENT

Parties

Client Name:

Service Provider Name:

Recitals

WHEREAS, Client has requested that Service Provider render professional services in accordance with the terms set forth in this Client Care Statement; and

WHEREAS, Service Provider has the experience and capacity to provide the requested services and agrees to provide those services subject to the terms and conditions contained herein; and

WHEREAS, the parties wish to confirm their respective responsibilities, payment arrangements, confidentiality obligations and the scope and duration of the engagement.

Scope of Services

Client Responsibilities

Fees and Payment Terms

Agreed Fee (base): payable as follows:

Retainer (if any):

Late Payment: Invoices not paid within days of invoice date will incur a late fee of on the outstanding balance, calculated monthly and compounded.

Term and Termination

Engagement Start Date:    Engagement End Date (if any):

Either party may terminate this engagement for convenience upon providing written notice to the other party not less than days prior to the effective termination date. Termination for cause may be immediate where a material breach is not cured within a reasonable period after written notice. Client remains responsible for fees and expenses incurred up to and including the effective date of termination.

Confidentiality

Each party acknowledges that, in connection with this engagement, it may receive Confidential Information of the other party. "Confidential Information" means non‑public information disclosed in any form that is designated confidential or that a reasonable person would understand to be confidential. Each party shall: (a) protect Confidential Information with at least the same degree of care it uses to protect its own confidential information but in no event less than reasonable care; (b) use Confidential Information solely to perform its obligations under this Statement; and (c) not disclose Confidential Information except to those employees, contractors or advisors who have a need to know and who are bound by confidentiality obligations no less protective than those herein. Confidential Information shall not include information that is or becomes generally known to the public through no fault of the receiving party, or that is rightfully received from a third party without restriction.

Data Handling and Records

Service Provider will maintain records relating to this engagement for a period of unless otherwise required by law. Upon termination or at Client's request, Service Provider will return or securely destroy Client data in its possession, subject to retention required for billing, dispute resolution or regulatory compliance.

Liability and Indemnity

Except to the extent caused by gross negligence or willful misconduct, Service Provider's liability arising out of or relating to this engagement is limited to direct damages not to exceed the total fees paid by Client to Service Provider for the services giving rise to the claim. Each party agrees to indemnify and hold the other harmless from third‑party claims arising from its own breach of this Statement or negligent acts or omissions.

Governing Law and Dispute Resolution

This Client Care Statement shall be governed by and construed in accordance with the laws of the State of without regard to conflict of laws principles. The parties agree to attempt in good faith to resolve any dispute arising out of this engagement by negotiation between senior representatives prior to initiating formal proceedings.

Entire Agreement

This Client Care Statement, together with any engagement letter, fee schedule or written attachments expressly incorporated herein, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior agreements, proposals, and understandings, whether written or oral, relating to the engagement. Any amendment or waiver must be in writing signed by both parties.

Acknowledgment and Acceptance

By signing below, Client acknowledges receipt of this Client Care Statement, understands the terms described herein, and accepts the engagement on the terms set forth.

Client:

By:

Date:

Service Provider:

By:

Date:

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What a Client Care Statement Is and When It Applies

A Client Care Statement is a written summary that explains the scope of professional services, responsibilities, fees, communication protocols, confidentiality obligations, and dispute procedures between a service provider and a client. It typically accompanies an engagement letter or services agreement and clarifies expectations for both parties before work begins. The statement reduces misunderstanding by documenting deliverables, timelines, billing arrangements, and instructions for terminating or modifying the engagement. Firms use it to meet professional conduct obligations and to provide clients clear, consistent information about the relationship and how to raise concerns.

Why a Client Care Statement Matters

A clear Client Care Statement protects both parties by setting expectations, reducing disputes, and documenting consent to terms such as fees, scope, and confidentiality. It provides a record of client disclosures and can support compliance with professional rules and consumer-protection obligations.

Why a Client Care Statement Matters

Who Typically Prepares and Receives This Statement

Law firms, accounting practices, consulting firms, real estate brokers, and healthcare providers commonly issue Client Care Statements to new and continuing clients.

  • Private law firms and solo practitioners providing legal representation and fee disclosures to clients.
  • Accounting and tax professionals outlining engagement scope and deliverables for returns or advisory work.
  • Healthcare administrators and clinics describing administrative processes, billing, and privacy expectations.

Use the statement whenever you begin a new client relationship or materially change services, fees, or key personnel to maintain a current record of client consent and expectations.

Essential Sections to Include in a Professional Client Care Statement

A thorough Client Care Statement groups information into clear sections. Each section should be short, use plain language, and identify what the client must do or expect. Below are core elements commonly included.

Scope of Services

Describe tasks, deliverables, exclusions, and key milestones so both parties share the same understanding of work to be performed.

Fees and Billing

State fee structures, hourly rates or flat fees, billing intervals, retainer requirements, expense reimbursement, and consequences of late payment.

Communication

Specify primary contacts, typical response times, acceptable communication channels, and how to escalate issues if needed.

Confidentiality

Explain confidentiality limits, data handling practices, any required authorizations, and whether PHI or sensitive financial data will be exchanged.

Conflicts and Independence

Disclose conflict-check procedures and steps taken if a potential conflict arises, plus the client’s obligation to report relevant facts.

Termination and Complaints

Explain how either party may terminate, post-termination obligations, complaint procedures, and dispute resolution options.

Required Data Elements to Capture

Client Identity: Full legal name
Contact Details: Street address, email, phone
Engagement Dates: Effective and expected end dates
Fee Terms: Rate, retainer, billing cycle
Authorized Signer: Name and position
Confidentiality Level: HIPAA/PHI indicator

Step-by-Step: Completing the Client Care Statement

Follow these steps to complete a clear, enforceable Client Care Statement that clients can review and sign with minimal friction.

  • 01
    1. Identify Parties: Enter full legal names and contact information for both parties.
  • 02
    2. Describe Services: Summarize services, deliverables, and any exclusions in concise language.
  • 03
    3. Set Fees: Record fee basis, billing schedule, retainer terms, and payment methods.
  • 04
    4. Obtain Consent: Present the statement for signature and retain a dated copy for records.

How to Set Up an Online Client Care Statement Workflow

Configure your digital workflow to reduce manual steps and ensure auditability when sending the statement for signature.

Field Configuration
Signature Field Required for all signers; include date field
Authentication Use email link or SMS code for signer verification
Conditional Sections Show extra privacy clauses when PHI is indicated
Audit Trail Enable IP, timestamp, and action logging

Where to Send or File the Client Care Statement

Decide routing and storage before sending to ensure the client receives the correct version and the organization retains a compliant record.

  • Primary Recipient: Send to the client’s primary email on file
  • Internal Copy: Store a signed copy in the client management system
  • Billing Office: Provide finance with fee and invoicing data
  • Compliance Archive: Retain original in secure records repository

Digital Signing and Technical Requirements

Choose a platform that supports secure e-signing, audit trails, and the authentication level your practice requires.

  • File Formats: PDF and DOCX supported
  • Authentication: Email or SMS; optional KBA
  • Security: TLS in transit, AES-256 at rest

Ensure the chosen provider offers retention controls, export options, and any industry addenda required for HIPAA or regulated engagements.

Typical Timelines and Response Expectations

Define and communicate key dates so both parties know expected turnaround and billing milestones.

Effective Date:

Date services commence and billing begins

Client Review Period:

Allow 7–14 days for client to review and ask questions

Deliverable Deadlines:

List fixed milestones and target delivery windows

Billing Cycle:

Monthly or milestone invoicing schedule

Amendment Notice:

Specify notice period for material changes

Common Mistakes to Avoid When Preparing the Statement

  • Vague scope language that fails to identify deliverables, leading to disputes about whether work is included or extra.
  • Omitting signature authority information for corporate clients, which can invalidate acceptance and delay work commencement.
  • Failing to disclose billing methods or late fees clearly, which may lead to payment disputes and collection obstacles.
  • Not addressing privacy or PHI handling when healthcare data is involved, risking HIPAA noncompliance.

Risks and Potential Consequences of an Inadequate Statement

Fee Disputes: Lost revenue
Regulatory Exposure: Compliance fines
Professional Discipline: Ethics complaints
Contract Claims: Litigation risk
Data Breach: Reputational harm
Delayed Work: Operational disruption

Typical eSignature Vendor Pricing and Feature Comparison

Compare common pricing and feature criteria for eSignature platforms relevant to executing Client Care Statements and similar engagement documents.

signNow DocuSign Adobe Sign PandaDoc HelloSign
Starting Price $8/user/mo $15/user/mo $14/user/mo $19/user/mo $15/user/mo
Free Trial 7-day free trial Varies by plan Varies by plan Varies by plan Varies by plan
Bulk Send Yes (Business Premium+) Varies by plan Varies by plan Varies by plan Varies by plan
Audit Trail Yes Yes Yes Yes Yes
HIPAA Compliant Yes Yes Yes No No
Envelope Cap No cap 100 envelopes/user/year Varies by plan Varies by plan Varies by plan

Real-World Examples of Client Care Statements in Practice

These examples show how organizations tailor Client Care Statements to reduce friction and document consent in different contexts.

Optica Ventures LLC

Optica summarized fee structures and response times for investors in plain language to reduce back-and-forth inquiries.

  • The point: clear fee and communication terms.
  • Outcome: The team reported fewer billing disputes and faster onboarding because clients knew who to contact and when to expect deliverables.

Fertility Centers of Illinois

The center attached a privacy addendum and explained PHI handling to patients prior to treatment.

  • The point: clear privacy and data-use terms.
  • Outcome: Patients signed informed consent quickly, and administrative staff processed paperwork with fewer follow-ups while preserving compliance.

Who Typically Signs a Client Care Statement

Client Representative

An authorized individual from the client organization signs to accept terms. That signer should have contracting authority and provide contact details for billing and notices.

Service Provider

An authorized officer or designated staff member signs on the provider side to acknowledge scope, billing, and complaint procedures and to bind the firm to the stated terms.

Practical Tips for Accurate and Efficient Completion

Follow these practices to reduce errors and accelerate acceptance of the Client Care Statement.

Use Clear Plain Language
Avoid legalese. Short, direct sentences reduce misinterpretation and speed client acceptance.
Standardize Templates
Use institution-approved templates to ensure consistent disclosures and fewer review cycles.
Confirm Signer Authority
Verify that the signer has authority to bind the client organization before sending for signature.
Enable Audit Trails
Keep signed copies with timestamps, IP logs, and signer authentication details for future proof.

Common Questions and Practical Answers

Answers to frequent questions help users decide whether to use an electronic Client Care Statement and how to address common issues.


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