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CareMate — Terms & Conditions

CareMate (the “Platform”, “we”, “our”, or “us”) is a service operated by [DemandPR Ltd.] whose registered office is at, Suite G04, 1Quality Court, Chancery Lane, London, WC2A 1HR. CareMate provides a digital platform and mobile application which connects customers (individuals, families or organisations seeking care for elderly relatives — “Clients” or “Users”) with caregivers and care professionals (“Care Providers”, “Caregivers”), and offers subscription services, care coordination, communications, reporting, and related services (the “Services”). By downloading, registering, accessing, or using the Platform or Services you agree to be bound by these Terms & Conditions (“Terms”). If you do not agree with any part of these Terms, do not use the Platform.

1. Definitions

Account
Your registered user account on CareMate.
Client or User
A person or organisation that uses CareMate to find, book or manage Care Providers.
Care Provider, Caregiver, or Provider
An individual or entity offering caregiving or allied health services.
Services
The Platform features (profile search, booking, messaging, reports, subscriptions, payment processing, admin tools, etc.).
Health Data
Special category personal data related to health, medical conditions, medication, and care needs.
Stripe
The third‑party payment processor used by CareMate (or any replacement payment processor).
Privacy Policy
CareMate’s privacy policy, incorporated into these Terms.
Content
Any text, images, video, feedback, ratings, files or other content uploaded by Users or Providers.
Third‑Party Services
Third‑party platforms or services integrated with CareMate (e.g., Stripe, Twilio, AWS, Google Maps).
Jurisdiction(s)
Primarily England & Wales (company domicile/host jurisdiction) and Nigeria (operational market). Applicable local laws may also apply.

2. Acceptance and Eligibility

  1. By creating an Account or using the Services you confirm you are at least 18 years old and legally capable of entering contracts.
  2. Care Providers must be legally permitted to provide caregiving services in the jurisdiction where they operate and must meet all local regulatory, licensing and insurance requirements.
  3. If you register on behalf of an organisation, you confirm you have authority to bind that organisation to these Terms.

3. Nature of the Platform — Marketplace Model & Disclaimers

  1. Marketplace Only. CareMate is a technology platform that connects Clients with Care Providers. We facilitate connections, scheduling, reporting, communication, subscription billing and other Platform features. We are not the provider of in‑person care (unless explicitly agreed in writing). All agreements for the provision of care are directly between Clients and Care Providers, unless otherwise stated in a separate agreement.
  2. No Employment Relationship. CareMate does not employ, supervise, direct or control Care Providers. Care Providers are independent contractors unless a separate written employment contract exists. CareMate is not responsible for tax, social security, employment benefits, or labor liabilities of Care Providers.
  3. No Medical Advice or Diagnosis. Information provided on CareMate, including Care Provider profiles, in‑app messages or reports, is not medical advice. The Platform is not a substitute for professional medical diagnosis or treatment. Always consult an appropriate medical professional for health concerns.

4. Registration & Accounts

  1. Account Creation. To use certain Services you must register and provide accurate information including name, email, phone, address and any required identity, qualification or license documents.
  2. Account Security. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your Account. Notify CareMate immediately of any unauthorised use.
  3. Profile Accuracy. Users and Care Providers must keep profile information current and accurate. Care Providers must immediately update qualifications, insurance, criminal background status and licensing information.
  4. Verification. CareMate may, at its discretion, verify identity documents, qualifications, licenses, background checks, and right‑to‑work documentation using third‑party vendors. CareMate may refuse or suspend access where verification cannot be completed or where information is false, misleading or incomplete.

5. Care Provider Documentation, Screening & Obligations

  1. Required Documentation. Care Providers must supply all requested documents including identity proofs, professional qualifications, licenses (where applicable), criminal background checks appropriate to their jurisdiction, right to work evidence, and insured status. CareMate may refuse registration without these.
  2. Background Checks. CareMate may require national criminal record checks, references, and professional checks. The exact checks will vary by jurisdiction (e.g., DBS in the UK; Police Clearance in Nigeria). Care Providers consent to such checks and to the public display of verification badges.
  3. Professional Standards & Duties. Care Providers warrant they will maintain professional standards and duties as required by law and CareMate policies.
  4. Insurance. Care Providers providing regulated or medical services must maintain appropriate professional indemnity and public liability insurance and provide proof upon request. CareMate may require minimum insurance thresholds.
  5. Right to Audit or Remove. CareMate reserves the right to audit any Care Provider’s documents, suspend or remove a Provider for non‑compliance, safety concerns, or suspected fraud.

6. Services, Booking & Delivery

  1. Service Listings. Care Provider profiles indicate offered services, rates, availability and qualifications. While CareMate strives for accuracy, Clients should confirm scope and price directly with Providers before booking.
  2. Bookings & Scheduling. Booking workflows, confirmations and cancellations follow the Platform UI and these Terms. CareMate may provide scheduling tools and reminders.
  3. Cancellation & Rescheduling. Cancellation policies are displayed at booking. CareMate will enforce cancellation and refund rules. Repeated cancellations or no‑shows may result in account restrictions.
  4. Care Delivery. Providers are solely responsible for delivering services in accordance with agreed scope. Clients should ensure their environment is safe and suitable for care delivery.
  5. Emergency & Urgent Care. CareMate is not an emergency service. In emergencies call local emergency services immediately (e.g., 112/911/999). Providers must contact emergency services when required. CareMate may provide emergency coordination for Premium subscribers, but this is not equivalent to ambulance dispatch.

7. Payments, Subscriptions & Fees (Stripe)

  1. Payments & Stripe. CareMate uses Stripe (or another authorised processor) to process payments for subscriptions, add‑ons and certain platform fees. By paying you accept Stripe’s terms in addition to these Terms.
  2. Subscription Plans. Subscription fees, billing intervals, and plan features are shown in the app. Subscriptions auto‑renew until cancelled. Clients authorise recurring billing.
  3. Pricing & Taxes. Prices displayed may not include applicable taxes or remittance fees. Clients are responsible for any duties, taxes or fees associated with services.
  4. Platform Fees & Remittances. CareMate may charge a platform fee or commission. The Net Provider Fee (after platform commission) and payment settlement timings are detailed in our Provider payments policy or provider agreement.
  5. Refunds. Refunds are processed in accordance with the refund policy published in the Platform. Partial refunds may be given at CareMate’s discretion in cases of Provider failure, service not rendered, or material breach.
  6. Failed Payments & Suspensions. Clients with failed payments or disputed charges may have Services suspended until rectified. Repeated chargebacks may lead to termination.
  7. Currency & Exchange. Transactions are in the currency shown at purchase. Cross‑border transfers and payouts to Providers may be subject to FX and transfer fees.

8. Health Data, Privacy & Data Processing

  1. Privacy Policy. Our Privacy Policy describes how we collect, use, store and share personal data. Health Data is a special category and needs explicit consent.
  2. Explicit Consent for Health Data. Clients and Providers explicitly consent to the processing of Health Data necessary for care coordination, reporting and emergency management.
  3. Cross‑Border Transfers. Data may be stored in or transferred to jurisdictions outside your country (e.g., AWS regions). We will implement appropriate safeguards for cross‑border transfers (e.g., Standard Contractual Clauses where applicable), and comply with UK GDPR and any applicable local data protection laws (e.g., Nigeria’s NDPR).
  4. Data Retention. Data retention periods are provided in the Privacy Policy. We retain records to meet legal/regulatory obligations and to enable continuity of care.
  5. Security Measures. CareMate implements industry standard measures (encryption in transit & at rest, access controls, secure hosting, monitoring). However absolute security cannot be guaranteed. Users must use secure passwords and protect access to devices.
  6. Breach Notification. In the event of a data breach affecting personal data, CareMate will comply with applicable notification obligations and inform affected users as required by law.
  7. Data Subject Rights. Users may exercise rights (access, rectification, erasure, objection, portability) via the channels in the Privacy Policy. Requests for erasure may be restricted when retention is required for legal reasons.

9. Content, Reviews & Intellectual Property

  1. User Content. Clients and Providers may post content (profile, photos, reviews). You retain ownership of your Content but grant CareMate a worldwide, royalty‑free, transferable license to use, reproduce and display Content for Platform operation, marketing and improvement.
  2. Prohibited Content. No illegal, abusive, discriminatory, pornographic, or harmful content. CareMate may remove or moderate content at its discretion.
  3. Reviews & Ratings. Reviews and ratings are user generated and may be moderated. Providers may respond but must not solicit manipulative or fraudulent reviews.
  4. IP Rights. CareMate owns all Platform IP. Users may not copy, modify, create derivative works, or reverse engineer the Platform.

10. Liability, Warranties & Indemnities

  1. No Warranty. CareMate provides the Platform “as is” and makes no warranties that Services will be uninterrupted, error‑free, secure, or meet particular needs. We do not guarantee the accuracy of Provider profiles or outcomes.
  2. Limitation of Liability. To the fullest extent permitted by law, CareMate limits its liability as described in these Terms.
  3. Exceptions. Nothing in this clause limits or excludes liability for death or personal injury caused by our negligence or for fraud or other liabilities that cannot be excluded under applicable law.
  4. Indemnity — Users. You agree to indemnify and hold harmless CareMate and its officers, directors and employees from any third‑party claim arising out of your use of the Platform.
  5. Indemnity — Providers. Care Providers agree to indemnify CareMate from claims arising from their professional acts, omissions, malpractice, regulatory breaches, failure to maintain insurance, or employment liabilities (if misclassified).

11. Insurance & Risk Allocation

  1. Provider Insurance. Care Providers must maintain adequate professional liability and public liability insurance. CareMate may set minimum insurance levels and require certificates.
  2. Client Insurance. Clients are responsible for checking whether their own insurance covers in‑home care, and for any property damage by Providers.

12. Safety, Reporting & Incident Management

  1. Duty to Report. Users and Providers must report any safety incidents, suspected abuse, neglect, criminal activity or adverse healthcare outcomes immediately via the in‑app incident/reporting flow and to local emergency services where appropriate.
  2. Investigation. CareMate may investigate incidents, collect evidence (logs, messages, documents), suspend accounts pending investigation and cooperate with law enforcement and regulatory bodies.
  3. Removal & Suspension. CareMate reserves the right to suspend or remove any Provider or User for safety reasons, regulatory non‑compliance, refusal to submit to checks, or harmful conduct.
  4. Adverse Event Escalation. For serious incidents resulting in harm, CareMate will notify appropriate authorities and preserve data and evidence for regulatory review.

13. Compliance with Local Laws & Professional Rules

  1. Local Requirements. Care Providers must comply with local health, licensing and employment laws (UK, Nigeria or other jurisdictions). CareMate may restrict certain services where they would require regulated professional oversight.
  2. Telehealth & Prescriptions. CareMate does not provide prescriptions. Any medical prescribing must follow applicable telemedicine and prescribing laws, and only licensed clinicians may perform clinical diagnosis or prescribe medication. Where CareMate offers telehealth, specific telehealth terms and consent apply.

14. Third‑Party Services & Integrations

  1. Third‑Party Terms. Using the Platform may involve Third‑Party Services (payment processors, mapping, messaging). Your use of those services is subject to their terms and privacy policies.
  2. No Warranty for Third Parties. CareMate is not responsible for Third‑Party Services availability or performance.

15. Subscriptions, Promotions & Referral Programs

  1. Promotions. Promotional offers, referral credits, coupons or discounts are subject to specific promotional rules. CareMate may end promotions at any time.
  2. Referral Fraud. Any abuse of referral schemes (fake accounts, multi‑accounting, collusion) will result in forfeiture of credits and account suspension.
  3. Trial Offers. Free trials convert to paid subscriptions unless cancelled per the cancellation process.

16. Cancellation, Suspension & Termination

  1. User Cancellation. Clients may cancel subscriptions via the app. Cancellation takes effect according to the billing cycle.
  2. Provider Termination. Providers may choose to deactivate their profile; obligations to accepted bookings remain.
  3. Termination by CareMate. CareMate may suspend or terminate Accounts for breach, fraud, regulatory reasons, safety concerns, or inactivity.
  4. Effect of Termination. On termination, outstanding fees owed remain payable. Termination does not limit CareMate’s right to pursue legal remedies.

17. Dispute Resolution & Governing Law

  1. Governing Law. These Terms are governed by and construed in accordance with the laws of England & Wales. (If your company is registered elsewhere, adopt the appropriate governing law). Where mandatory local law in a User’s jurisdiction provides greater protection, that law will apply.
  2. Good Faith Negotiation. The parties will attempt to resolve disputes amicably via negotiation within 30 days.
  3. Arbitration or Courts. If dispute resolution fails, the dispute will be referred to arbitration in London (e.g., LCIA) or litigated before the courts of England & Wales — choose one based on legal strategy. (Consult counsel on enforceability and user acceptance.)
  4. Interim Relief. Nothing prevents CareMate obtaining injunctive or equitable relief in any competent jurisdiction where needed to prevent irreparable harm.

18. Changes to the Terms

  1. Updates. CareMate may amend these Terms. For material changes, CareMate will provide notice and a reasonable period for acceptance; continued use after notice indicates acceptance. Non‑acceptance requires account termination.

19. Miscellaneous

  1. Severability. If any provision is unenforceable, the remainder remains in force.
  2. Entire Agreement. These Terms, Privacy Policy, Provider Agreement and any other referenced documents constitute the entire agreement.
  3. Assignment. CareMate may assign rights to affiliates, successors or acquirers. Users may not assign rights without CareMate’s written consent.
  4. Waiver. Failure to enforce a provision is not a waiver of rights.
  5. Notices. Notices are sent via email or the Platform and are effective when sent.

20. Additional Notices & Acknowledgements

  1. Regulatory Notices. Certain services may require additional agreements or consent forms (e.g., remote monitoring data sharing, telehealth consent). Clients must sign those when requested.
  2. Third‑Country Operations. Where services cross borders (UK client paying for care in Nigeria), Clients and Providers acknowledge that local registration, taxes and remittance considerations apply, and CareMate is not liable for regulatory non‑compliance by Users.
  3. Contact & Support. For support, incident reporting, complaints and legal requests: careteam@caremateapp.com

21. Refund Policy (Summary)

Refunds are processed in accordance with the refund policy published in the Platform. Partial refunds may be given at CareMate’s discretion in cases of Provider failure, service not rendered, or material breach.

22. Accessibility & Inclusion

CareMate is committed to accessibility and inclusion. Please contact us if you require accommodations or have feedback on accessibility.

23. Vulnerability Disclosure & Security Reporting

If you discover a security vulnerability, please report it immediately to our security contact at careteam@caremateapp.com. Do not exploit or disclose any vulnerability publicly until we have had reasonable time to respond.