Careservicin4u Terms & Conditions Of Use

Careservicing4u Definitions:

“Account holder” means individuals using the platform to search or advertise for home care, engage with a carer/s and enter into a service agreement with carer/s.

“Care recipient” means an individual or incorporated body that is receiving care via the Platform. The account holder and the care recipient can be the same person.

“Carer”, “care assistant”, “care worker” and “personal assistant” are all inter-changeable terms used to describe approved carers on the platform.

“Client” is the term used to describe an account holder in the context of their contractual relationship with a carer.

“” or the “ platform” is an introductory platform for health and social care provided via the platform.

“Commercial/Institutional account holders” are non-individual account holders such as NHS Trusts, CCGs, UK local authorities, care homes, case management companies, domiciliary care agencies and other third parties who may transact on the platform under differing terms and conditions and in particular individual terms of credit.

“Placement fee” means the fee that is entitled to charge any account holder that makes an offer to employ or hire a carer directly i.e., attempts to directly hire a carer from agency.

“Service agreement” is the initial agreement generated between the carer and the account holder – it is the basic contract between the care worker and the account holder.

“Vaccine” currently relates to any Covid-19 vaccine (either first or subsequent doses) administered to an approved carer.

1. Terms
1.1 These terms and conditions are available on

Though as a technology platform is not regulated by the Care Quality Commission ‘CQC’, (Care Inspectorate Scotland) (RQIA Northern Ireland), we as a group aspire to the fundamental standards of the Care Quality Commission and expect all our employees, sub-contractors, suppliers and approved carers to equally aspire to meet these standards.

1.2 These terms, together with the other terms and policies referred to in section 1.5 below, govern the basis on which we provide the services available. Please read these terms before engaging with our services. 

1.3 If you use our services you agree to be bound by these terms. These terms form a legally binding contract between you and us and govern the agreement between you and If you do anything to breach these terms, we have the right to terminate your account.

1.4 We may change these terms from time to time. If a revision is material, we may (but are not obliged to) notify you. If you continue to use our services from our approved carers after any revisions take effect, then you will be taken to have agreed to the revised terms. These terms were last updated on 15th August 2023.

1.5 In addition to these terms, the following additional terms also apply to your use of our platform (and are, where relevant, incorporated by reference into these terms):

(a) Our privacy and cookies policy; and

(b) Any additional terms displayed on-screen or accessible via a link on the website.

1.6 All rights granted to you under these terms will terminate immediately if you are in breach of any of them, at any time.

2. About – the platform provides an online platform for approved self-employed health care workers and account holder/care recipients to connect with one another and to communicate and arrange home care service agreements between one another:


2.1 provides an online platform for approved self-employed health care workers and account holder/care recipients to connect with one another and to communicate and arrange home care service agreements between one another:

This is facilitated through providing services, which include;

Provide services for approved carers.

Communication tools (including mobile applications) to facilitate interaction between care workers and (care recipients) account holders and between care workers and fellow care workers.

Payment systems (including Mangopay, Stripe, BACS and pre-paid cards) to enable transactions between account holder/care recipients and approved carers.

Feedback tools (including those controlled by approved third parties) on quality carers reviews.

Mobile apps for both carers and account holders/ clients to enable easier and more secure communications.

Lone worker app safety feature

Care recipient app safety feature

Care worker check-in/ check-out feature

Care recipient digital healthcare plan

Third party identification for carers and clients by verification partners such as Hooyu

2.2 Platform provision is an introductory platform. provides a marketplace to facilitate the process of finding and hiring care professionals and to provide a secure means for handling payments. It also markets and introduces carers to account holders. does not directly supply carers to account holder/care recipients. For the avoidance of all doubt does not employ carer workers (through, nor does act as an employment agency or care agency. As such, is not permitted to make changes to a care recipient’s care plan, provide rotas or effect control over the delivery of care. For the avoidance of doubt this is always the responsibility of the account holder. We operate what we call a ‘Person centered self-managed model of care’.

2.3 Managed care

For further avoidance of doubt does not provide or arrange for domiciliary care services or participate in the interaction between carer clients and account holders, except to make introductions and provide technology to facilitate the interaction, as well as managing the processing of payments on behalf of customers to carer clients.

Neither does it involve itself in the terms of use between customers and carer clients or the regulation of their engagement with each other except to ensure certain minimum rates of pay are maintained by account holders on the platform i.e., that all carers charge at least the London Living Wage (after’s platform fees and VAT if applicable) for all daytime hourly shifts.

A carer on the solely decides whether to accept an offer from an account holder to provide domiciliary care services. The account holder/care recipient solely decides whether to engage a carer to provide domiciliary care services. The service agreement created by the carer at the start of an assignment and accepted by the account holder is a legal contract between each of these parties. Any subsequent associated shift invoices are from the carer to the Client and are paid in 1 week in arrears and their creation by the carer is merely facilitated by

2.4 Platform constraints & waivers

The platform is used at the account holder’s/care recipient’s and approved carer’s own risk. does not accept any liability for losses or damages caused by the unavailability of the service, technical errors, usage errors or use of the platform outside of the intended purpose. disclaims any liability for controversies, losses, injury, accidents, claims or damages arising out of the use of the tools it provides, the engagement of carers or the provision of care services by carers. In particular, provides a range of carer and client safety features such as the carer safety feature and the client safety feature which involves activating an alarm system to nominated third parties. disclaims any liability or responsibility for any faults or problems associated with the workings (or failures to work) of these software-based features.

2.5 Communications

You agree that our apps, email and SMS will be the official means of communication with the platform. We may occasionally use other messaging services such as WhatsApp or internal messaging to account holders via the platform. As a business we take the welfare of all users of the platform as our number one priority. As such we reserve the right to monitor all and every communication(s) transmitted via the platform. In order to maintain high levels of carer response times may from time to time make use of a ‘mystery shopper’ to gauge carer response times and general quality levels of client interaction. We also monitor all messaging  both manually and by using artificial intelligence. By agreeing to these terms & conditions you explicitly agree to a ‘mystery shopper’ having the right to contact you on an ad hoc basis and the right of to have oversight over all messaging on the platform.

3. The platform
3.1 Vetting and background checking of carers make every reasonable effort to check the identity and information provided by carers. This includes visual and online checks of passports/Identity cards to confirm identity and right to live and work in the UK, including stated qualifications and training certificates where available, DBS (PVG, Scotland) (NI Access, Northern Ireland) checking, national insurance number and UTR number (if already issued)

Although carries out these checks and makes a verification video call to every carer who is allowed on the platform, is not responsible for, nor has it control over the quality, timing, legality, reliability, responsibility, integrity or suitability of the self-employed carers listed on the platform. strenuously recommends that account holder/care recipient carry out their own assessment of a carer’s suitability before engaging into a service agreement with them by interviewing carers.

And in particular:

By verifying in person, a carers identity via photographic ID.

By requesting proof of experience, training, qualifications, authorisations and suitability for the position they are applying for.

By following up on references (at’s or the carer’s discretion) of carers by telephone or email with their referees.

3.2 Insurance cover

Carers working through the platform are covered by self-employed carer’s insurance. Policy details of which are available on request from We recommend that account holders/care recipients should check if their own insurance also covers carers working in their home.

For the avoidance of doubt any transaction between an account holder and a care worker that occurs off-platform is not covered by this self-employed carers’ insurance policy and is also likely to result in the removal of both the account holder and the carer.

3.3 Account holder/care recipient/ carer code of conduct

No user of the platform may discriminate against a health care worker or a client or account holder based on colour, nationality, creed, disability, sex or any other potential source of discrimination. In addition, you represent and warrant that you if you are a carer or you and every member of your household if you are a client have never been the subject of a complaint, restraining order or any other legal action involved with being arrested for, charged with, or convicted of any criminal offence that involves endangering the safety of others, through either dishonesty or negligence, and are not nor have ever been on the sex offenders register or other similar list.

4. Paying for care

When a client enters into a service agreement with a carer on the platform they agree on the accompanying shift invoice to pay the hourly, daily, weekly or nightly rate stated in the contract for the service that they have agreed to receive. The carer rate is agreed by the client and the care worker.’s fees of 11% + VAT (12%) will be added to this rate. If the care has been delivered, then it must be paid for. VAT is only applicable to’s fees. reserves the right to alter its fee structure at any time which may include charging carers and clients. may also charge differing fee rates and service charges as necessary.

5. A Legal Contract

 Once a client has accepted the service agreement set up by the carer, they are bound by the terms of that agreement. After the initial service agreement with the carer they will receive either a one-off or regular shift-invoices via the app depending on what payment terms they have agreed with the care worker. The value of one shift-invoice will be deducted from their credit/debit card or bank account in advance for the agreement to be active. For commercial/institutional clients and some local authority funded clients please contact for further details.

For ongoing care, the value of each subsequent shift invoice will be deducted from a credit/debit card/bank account on the client’s authorisation. Clients must negotiate with their carer regarding any deviations from the service agreement terms for example time off for holiday, illness or personal circumstances. can offer no mediation or intervention regarding perceived non-compliance with the service agreement except return of funds for non-completed but paid for shift/invoices. If for any reason a shift invoice is only partially completed then it is the responsibility of the carer to cancel, reissue or edit a new shift invoice that reflects the hours or days worked.

6. User conduct and disputes

6.1 Any agreements are legally binding agreements between the account holder/care recipient and the carer. are not party to any agreement and we cannot arbitrate or mediate if there is an alleged breach of contract. Any issues should be resolved directly between account holder/care recipient and the carer. does not accept any liability for claims, demands or direct or indirect damages arising from disputes between account holder/care recipient and carers.

6.2 At we rate the safety and well-being of our carer and their care recipients as our number one priority. Any formal complaint we receive directly to, from either a carer, client or account holder of a serious nature will be immediately investigated.

Depending on the severity of the allegation and its nature reserves the right to immediately inform the police or social services of any complaint or concern that we may become aware of.

We also reserve the right to immediately remove any carer, account holder, care recipient from the platform whilst we investigate any complaint or allegation. We also reserve the right to inform other account holders if an allegation, complaint or investigation pertaining to their care worker is occurring or on going.

6.3 You may only book care services for yourself or for someone for whom you have authority to do so. You will remain bound by these terms and are responsible for all acts and omissions of the person receiving the care (if it is not you).

7. issues with care services

Many clients provide the platform with feedback on carers, and carers may provide feedback regarding clients or the care recipients changing care needs to ensure that you/ they are receiving appropriate care.

If clients or carers have any complaints about any aspect of the platform, our services or staff or any other user of the platform please email

8. Your account

To register an account with us, if you are an individual, you must be at least 18 years old. We are not obliged to accept any registration request and absolutely reserve the right without any explanation to refuse any registration request and or cancel any authorised accounts without notice. You also agree not to register more than one account per person or corporate entity.

8.2 Upon registration we may ask for the following information:

(a) Your personal information name, age, home address, email address and phone number(s).

(b) The type of care required

(c) Details of who the care is for, and if this is not you then confirmation that you have their authority to arrange the care services

(d) Payment information and

(e) and in the case of carers copies of ID documents including passports, national insurance and UTR numbers, copies of DBS, PVG etc and evidence of qualifications and trade body memberships

(f) How you are funding your care

(g) Any other information we think we should know about you or which is reasonably requested by us.

8.3 You must ensure the information in your account is accurate, up to date, and kept always updated (which you may do through the platform).

9. Payments and fees

9.1 The contracted charges for care-services provided via the platform to you (if you are a private user) are payable in advance against a shift/invoice created by a care worker on an agreed basis (and the platform will automatically charge your credit/debit card where you have provided one). You undertake not to pay the carer other than through Payment of cash or any other payment to a carer (except for valid expenses) is never allowed, it negates both the carer and the client’s insurance and is likely to result in the removal of both the carer and the client.

9.2 Payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

9.3 You, if you are a client or account holder:

(a) Undertake not to make payment to a carer directly or make any payment other than via our payment provider.

(b) Undertake not to enter into any direct agreement with any carers that seeks to avoid the payment of our fees (and its associated carer insurance) or to receive care services from care workers we have introduced to them other than via the platform (including after they have ceased using the platform) and

(c) Acknowledge that any breach of this section may result in the immediate termination of their account and right to use the platform.

(d) Furthermore, if an account holder does choose to directly engage a carer introduced to them by the Platform (i.e., bypassing the platform) on any basis either as a direct employee, self-employed contractor, through a limited company or LLP then the account holder shall be liable for the Careservicing4u.comcare placement fee of £2,000 + VAT per carer. This is payable within 5 working days of us discovering that a care worker has been procured off the site by the account holder plus the reasonable administration costs of the recouping of the placement fee plus interest of 10% on the debt.

Care rates are always set by the carer and contractually agreed by the account holder.

If a carer is subsequently discovered to have contracted with a client ‘off’ the platform, reserves the right to both charge that carer for the full value of the fees unpaid and to remove that carer from the platform entirely at the company’s discretion. currently charges clients a 10% fee + VAT. This includes access to the platform and app features, all insurance and credit/debit card charges. also charges a 12.5% fee plus VAT to transacting carers. This includes access to the app, insurance, guaranteed payments*, sick pay* plus other benefits, free training, marketing to clients. This fee is included in the carer’s rate. 

*Sick pay and guaranteed payments are subject to certain conditions. Email for further information reserves the right to alter the terms of its fee structure at any time. Any new fee rates will come into effect immediately or on the date specified by Any changes in the fee structure will be notified to both the carer client and care worker by email or SMS. reserves the right to invoice some account holders separately for its fees and or to charge different account holders different fee rates.

9.4 VAT

Under current VAT law neither nor the carers charge VAT on the service provided by self-employed carers/carer companies to their clients. We are however obliged to charge VAT of 20% on our fees.

9.5 Local Authority/NHS Funding – Personal Budgets.

If you or your client are paying via local authority or NHS funds or have a personal budget funded by either your local authority or the NHS, you may not be charged the client 10% fee + VAT, please email for further information.

10. Cancellations and refunds
10.1 Cancellations

We ask and require all account holders to give at least 48-hours’ notice of any cancellation of a shift on the platform to their contracted care worker. It is standard for care workers on the platform to insist that all cancellations made within the 48-hour period will be subject to the full hourly rate for care contracted in that 48-hour period. This however is at the total discretion of the approved carer.

10.2 Refunds

In general, does not provide credits or refunds on behalf of approved carers for cancellations.

10.3 Refunds after 48-hour period from end of shift.

Any refunds agreed between a carer and a client, after the payment has been released to the carer, must be dealt with as a direct transaction between the client and carer. Our fee will not be returned (due to the administrative and transaction costs incurred by once a payment has been released to the carer.

11. Data protection and privicy processes personal data in accordance with the Data Protection Act 1998 and GDPR 2018 and recognizes the importance of the correct and lawful treatment of personal data. This personal data, whether it is held on paper, on computer or other media, will be subject to the appropriate legal safeguards as specified in the Data Protection Act 1998.

We use and store personal information in several different ways for the purposes of satisfying operational and legal obligations. We have a set of internal policies and procedures and a range of guidance to make sure we comply with the law.

Carer clients, account holders/care recipients, employees and other subjects of personal data held by have the right to request access to any of their personal data. fully endorses and adheres to the eight principles of the Data Protection Act.

When working with personal information endeavours to only share it with platform members or authorised third parties. does reserve the right to anonymise certain healthcare data generated by the platform or the apps. also reserve the right to share or sell this anonymised health data to responsible partners such as pharmaceutical or research and development partners.

12. Access to platform

12.1 You may only use our services to contract with carers for care and only in accordance with these terms.

12.2 We cannot guarantee the continuous, uninterrupted or error-free operation of the platform. We may modify or suspend (including for maintenance) the platform at any time.

13. Platform Rules

13.1 You may only use the platform to search for and engage care services for which you have a genuine need, and not for any other kinds of service. We reserve the right to report any illegal acts to the authorities.

13.2 Any lewd or inappropriate messaging on the platform by either a carer or an account holder/ client will result in immediate removal from the platform

14. Intellectual property rights and confidentiality

All intellectual property rights in the platform and in any content on the platform (including text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by and You acknowledge that you do not acquire any ownership rights in any of our intellectual property by accessing or downloading content from the platform.

14.2 We will keep all individual information about you confidential save for sharing it where appropriate with approved carers or as otherwise required by applicable law, and we will ensure (as best we can) that carers keep it confidential and only use it for the purposes of providing care services to you.

14.3 You must keep all information you receive about the platform, and us and about carers or their affairs confidential always (including any information you receive or access at bookings).

15. Platform content

15.1 In respect of content on the platform, whilst we try to make sure it is correct, we cannot guarantee it is accurate or up to date. We have no responsibility for content from any other user.

15.2 We give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose or originality of any content of the platform and, to the fullest extent permitted by law, all implied warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the platform or its associated apps or relying on any of its contents or features.

15.3 We cannot and do not guarantee that any content of the platform will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate anti-virus and other security checks.

16. Choosing a carer

16.1 By registering and using the platform as a person seeking care you agree that is your responsibility advise us if you do not find the carer suitable whereby we will endeavour to find an appropriate carer. This includes:  family member, any friend/associate or any other person you are acting for. 

16.2 Regarding any feedback or reviews on the platform or approved carers (including but not only Trustpilot reviews), you must:

(a) Submit it in good faith and honest belief at all times.

(b) Not submit any feedback that is unlawful, threatening, abusive, libellous, pornographic, obscene, vulgar, indecent, offensive or which infringes on the intellectual property rights or other rights of any third party.

(c) Not submit any feedback that contains any viruses and/or other code that has contaminating or destructive elements; and/or

(d) Not impersonate, or misrepresent an affiliation with, any person or entity

16.3 You agree that, by submitting any feedback, you grant our affiliates and us a perpetual, irrevocable, worldwide, non-exclusive, royalty-free and fully sub-licensable right and license to use such feedback for the purposes of operating and promoting the platform or for reporting any criminal acts.

17. Platform links

17.1 The platform may include links to external sites, which may include links to third party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. We are not responsible for the content of these sites or for anything provided by them and do not guarantee that they will be continuously available.

18. Liability
18.1 Responsibility for contract acceptance

You acknowledge that the decision to enter a contract with an approved carer is your sole responsibility and that gives no warranty as to the suitability, experience, history or character of any approved carer, nor does give any warranty as to the completeness, truthfulness or accuracy of any information or documentation provided by the approved carer.

19. Platform risks and carer and client safety

19.1 You agree that you understand the risks involved in participating in an introductory agency service and you hereby wave any rights to claims for damages from in relation to the service.

19.2 That said at client and carer safety and well-being are our number one priority. Thus, we are constantly updating the technology on our platform to improve the safety and security of all relationships, contracts and financial exchanges.

These updates and features include but are not exclusively the following

(a) The use of carer (and if appropriate client) identity data with third party verifiers such as our current verification partner how to confirm individuals (and corporations) are who they claim to be

(b) verification of clients (and in some cases carers) mobile telephone numbers and emails via email verification or one time password (OTP) confirmation

(c) The retention of all appropriate data including platform messaging, emails, WhatsApp’s, and recorded voice calls that deems necessary and appropriate to ensure the highest levels possible of client and carer security

(d) The insistence by of carers creating an ‘introductory meeting’ record via their app which records any pre-contract meeting with a client for the purposes of an interview or discussion. Creation of this meeting note ensures that both parties are insured at the meeting and failure to produce one, by a carer meeting a client in person, may be grounds for removal of the carer from the platform.

(e) Lone worker safety features (and in the future vulnerable care recipients features) on the apps. These features involve a series of alarm functions that can warn nominated third parties, of either carers or clients and care recipients, if there is grounds for concern or alarm. These features are bespoke to and are constantly being updated and are provided free of charge to all app users. Please note we take absolutely no responsibility for the reliability, usability or any other aspect of these features. Users use them entirely at their own risk and discretion.

20. Breaches of terms and conditions

You agree to indemnify and hold harmless from any claim or demand brought against because of you breaching these terms and conditions.

21. Liability cap

21.1 You acknowledge that’s total liability to you whether in respect of goods or services and whether based in negligence, breach of contract, misrepresentation or otherwise shall not exceed the value of the total commission income derived from you via the Platform service for a maximum period of 1 year.

For the avoidance of doubt any care worker hired through the platform is liable themselves for all acts or omissions in the provision of home care services.

21.2 Nothing in these client and care assistant terms shall exclude or limit our liability to you:

(a) For death or personal injury caused by our negligence.

(b) For fraudulent misrepresentation or

(c) For any other liability that may not, under applicable law, be excluded or limited.

21.3 Subject to section 14.1, we shall not be liable to you (whether such liability arises because of a breach of contract, negligence, misrepresentation or for any other reason) for any loss or damage that arises because of:

(a) Any circumstance for which you are at fault or

(b) Any circumstance which we cannot reasonably be expected to control.

21.4 You agree to fully indemnify us on demand against all losses we incur or suffer arising because of or in connection with:

(a) Any breach of sections 6.2, 8.3, 9.1, 13 or 16.2; and/or

(b) Any claims brought against us by any carer that is based on any breach (or allegation of any breach) of these client terms by you or vice versa, or any criminal act or omission on your behalf.

21.5 We will treat all use of the platform under your login details as use by you. You are responsible for protecting your account login details and password and we will not be held liable for any loss or damage that may result from your failure to do so. If you forget or wish to change your password or email address, then email for details of how to change these login details.

22. General

22.1 Subject to 21.2, these account holder/ client/ care worker terms and any other terms expressly referred to in them represent the entire agreement between you and us in relation to their subject matter.

22.2 We may sub-contract the performance of any of our obligations to you. We may assign any of our rights or obligations to you to someone else, if we notify you that we have done so. You may not sub-license or assign any of the rights or obligations under these account holder terms.

22.3 If we fail to enforce, or delay in enforcing, any of our rights under these account holder terms, that does not result in a waiver of the rights concerned.

22.4 If any provision of these account holder terms or any other terms incorporated by reference is found to be unenforceable, it shall not affect the enforceability of any other provisions they contain.

22.5 No terms are enforceable under the contracts (rights of third parties) Act 1999 by a person who is not a party to the agreement between us.

22.6 All notices given by you to us or vice-versa must be given by email or in writing to the address set out below. We may give notice to you at either the email or postal address you provide to us when registering.

22.7 These client terms are governed by English law.

23. Vaccinations

Specifically, Covid 19 vaccinations.’s policy regarding Covid vaccinations is that it is entirely the choice of carers and their clients as to whether they feel it appropriate to have a Covid vaccination. That said it is our company policy to help all carers on the platform gain access to the vaccine and to enable clients to see whether a carer has had a Covid vaccination and for carers to demonstrate they have had it.

23.1 checks all carers vaccination certificates and stores them on our private database. We then mark their profile as vaccinated with the date of vaccination.

23.2 On a carer being removed from the platform or requesting to leave the platform all vaccination details are immediately deleted.

24. Contacting Us

Please submit any questions you have about these client terms or any issues concerning our platform and its use to us by emailing

These terms and conditions (T&Cs) are specifically for account holders and approved care assistant/workers. For T&Cs for institutional/ commercial clients. For more information please contact the office on

Updated 31 October 2023

Tel: 0208-137-0544

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