Terms of Service

Care Services Network UK is an online marketplace that connects clients who need care with independent care providers and care agencies across the UK. We provide the booking, payment, verification, and communication platform. We are not the employer of any provider and we do not provide care services ourselves. The care relationship is directly between the client and the provider or agency.

You must be at least 18 years old to use the platform. You must provide accurate, complete, and current information, keep your password confidential, and use only one account. You are responsible for all activity under your account. Notify us immediately about any unauthorised access.

• Provide accurate care needs, address, and emergency contact information so care can be delivered safely.
• Treat providers with respect; abuse, discrimination, or harassment may result in account termination.
• Pay the agreed amount for confirmed bookings through the platform's payment system.
• Give reasonable notice for cancellations (see section 8).
• Leave honest reviews; knowingly false or malicious reviews may be removed.

• Maintain all qualifications, registrations, insurance, and the legal right to work required for your profession, including a valid DBS certificate where applicable.
• Complete our verification process honestly; false or misleading verification information will lead to rejection or removal.
• Deliver booked care professionally, safely, and in line with safeguarding best practice.
• Never take payments off-platform for bookings made through Care Services Network UK.
• Keep your availability, rates, and profile information up to date.
• Agencies are responsible for the conduct and compliance of the providers they list.

We verify provider identity, qualifications, and right to work before marking a provider as verified. The verification badge reflects the checks we have completed at the time of issue. It is not a guarantee of a provider's conduct, and clients remain responsible for their own suitability checks and decisions.

A booking request is an offer to book a provider for the stated dates, times, and service. It becomes a confirmed booking when the provider accepts it. The details shown at booking (service, hours, address, total price) form part of the booking agreement between you and the other party. You may exchange in-app messages to agree details, but the record in the platform governs the booking.

Clients pay the total amount shown at booking, which includes the provider's rate and a platform service fee. Payments are processed by our third-party payment provider. Providers receive their payout, minus the platform fee, after the booking is completed and payment confirmed. Payouts are issued on the schedule shown in your dashboard. We may hold payouts pending dispute resolution or where we detect unusual activity.

• Clients can cancel a pending or confirmed booking from the Bookings page before it starts.
• Cancellations with less than 24 hours' notice may incur a charge, at the provider's discretion, to cover committed time.
• If a provider cancels after a payment has been made, the client receives a full refund.
• If care is not delivered as agreed, either party may raise a dispute through the platform; admins review the evidence and may issue full or partial refunds.

Raise any issue with a booking through the in-app dispute process so we can help resolve it. Reviews must reflect genuine experiences. We may remove reviews that are abusive, fraudulent, or irrelevant. Disputes between a client and a provider that we cannot resolve through the platform remain between those parties.

You must not use the platform unlawfully or to harm others. Prohibited uses include: scraping or harvesting data; contacting providers outside the platform to avoid fees; uploading malicious code; impersonating others; infringing intellectual property; and any use that endangers the safety or wellbeing of care recipients or providers.

We may suspend or restrict accounts that breach these Terms, present a safeguarding risk, or where required by law. You may stop using the platform and delete your account at any time from your profile's "Data & privacy" section — this permanently deletes your account and associated data. Provisions that should logically survive termination (for example payment obligations and liability limitations) continue to apply.

The Care Services Network UK platform, its design, and its content belong to us. You keep ownership of the content you submit, but you grant us a licence to display it on the platform as needed to run the service (for example, showing your provider profile to clients).

To the extent permitted by law, Care Services Network UK is not liable for the acts or omissions of providers or agencies, or for the quality, safety, or outcome of care delivered. Our aggregate liability for claims connected to the platform is limited to the total fees you paid us in the 12 months before the claim. Nothing in these Terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud.

We may update these Terms as the service grows or the law requires. Continued use of the platform after changes take effect means you accept the updated Terms, and the "last updated" date below will always show the current version.

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any disputes arising from them.