Terms for clients, care recipients and self-employed carers
This draft reflects the operating model demonstrated in the NeedCare prototype. It is not legal advice and must be completed with verified company, regulatory, insurance, payment-provider and complaints information.
1. About these terms
These terms govern access to and use of the NeedCare website, applications and related services. NeedCare is a trading name of Needit-Tech Ltd (“NeedCare”, “we”, “us”). By creating an account or using the platform, you agree to these terms and any policies linked from them. We may update the platform and these terms; material changes should be communicated before they take effect.
2. What NeedCare provides
NeedCare provides a digital marketplace where families and care recipients can discover vetted care professionals, communicate, arrange care, create service agreements, record visits and make secure payments. Unless a separately identified regulated service is offered, NeedCare introduces clients and self-employed carers; it does not employ the carer or become a party to the care agreement between them.
3. Accounts and eligibility
Users must provide complete, accurate and current information and keep account credentials secure. Clients must be at least 18 and have authority to arrange and pay for care. Carers must satisfy NeedCare’s age, right-to-work, experience, identity, training, reference and background-check requirements. NeedCare may refuse, suspend or close an account where checks fail, information is misleading, safety is at risk or these terms are breached.
4. Choosing and providing care
Clients decide whether a carer is suitable and should interview them, review relevant evidence and agree the scope of care before a booking. Carers decide which opportunities to accept and must only perform tasks they are trained, competent and insured to undertake. A booking becomes binding when the parties accept the service agreement and related shift details.
5. Verification and insurance
NeedCare may check photographic identity, right to work, DBS/PVG/AccessNI status, qualifications, training, references, National Insurance and tax information using approved verification partners. Verification reduces risk but is not a guarantee of future conduct or suitability. Any platform-arranged insurance applies only where its eligibility rules are met, including an accepted service agreement and payment through NeedCare.
6. Payments, wallet and fees
Care must be paid for through the platform. Cash or off-platform payments are not permitted. Funds may be collected before a visit and held securely until the visit is completed and any stated query period has passed. NeedCare charges a 12.5% platform fee, which will be shown before the booking or transaction together with any applicable taxes. Carer earnings are credited to the carer wallet after deductions and may be withdrawn in line with the displayed withdrawal timetable. Statements and invoices will be available through the relevant account.
7. Cancellations, changes and refunds
Unless different terms are agreed in the service agreement, clients and carers should give at least 48 hours’ notice when cancelling care. Late-cancellation charges may apply as shown at booking. Carers must correct invoices where a visit is only partly completed. Refunds relating to care already released to a carer may need to be resolved between the client and carer; NeedCare’s platform and transaction fees may be non-refundable where costs have already been incurred.
8. Platform-only relationships
Users must not use an introduction made through NeedCare to avoid the platform, its fees or its safeguards. NeedCare may suspend accounts, recover unpaid fees or charge a clearly disclosed introduction or recruitment fee where a client directly engages a carer introduced through NeedCare. Exact fees and applicable periods must be displayed in the service agreement or current fee schedule.
9. Care notes, communications and safeguarding
Where authorised by the client and care recipient, carers may add appropriate care notes, visit records and photographs. Access must be limited to people with a legitimate care role. Platform messages and calls may be monitored or retained where lawful and necessary for safety, quality, fraud prevention, training or legal compliance. Serious safeguarding concerns may be shared with the police, social services or other competent authorities.
10. Conduct
Everyone using NeedCare must act honestly, respectfully and safely. Discrimination, harassment, abuse, threats, exploitation, illegal activity, intoxication during care, falsified records and misuse of confidential information are prohibited. Users must comply with safeguarding duties and promptly report serious incidents or risks. NeedCare may restrict access while a concern is investigated.
11. Complaints and disputes
Clients and carers should first try to resolve routine issues directly and keep a written record. Complaints about the platform, safety or another user may be submitted through NeedCare support. NeedCare may review information, restrict accounts and cooperate with authorities, but it does not replace emergency services, the courts or a regulator and may not be able to determine contractual disputes between a client and a self-employed carer.
12. Self-employed carers
Carers using the marketplace operate as independent, self-employed professionals unless a separate written arrangement expressly states otherwise. They control which work they accept and their availability, and remain responsible for their own tax, National Insurance, registrations, equipment, professional duties and compliance with applicable law. Nothing in these terms creates employment, worker, agency, partnership or joint-venture status.
13. Data protection and privacy
NeedCare processes personal data to operate accounts, perform verification, support care, process payments, prevent fraud and meet legal obligations. Health and care information requires particular protection. Users must only enter or access information they are authorised to handle. Details about lawful bases, retention, individual rights, processors and international transfers should be set out in NeedCare’s full privacy notice.
14. Availability and liability
The platform may occasionally be unavailable for maintenance, security or reasons outside NeedCare’s control. Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to applicable law, NeedCare is not responsible for losses caused by another user, an independent care agreement, unauthorised use, inaccurate user information or events outside its reasonable control.
15. Ending access
Users may close their account subject to outstanding bookings, payments, safeguarding matters and record-retention duties. NeedCare may suspend or end access to protect users, comply with law, investigate concerns, recover sums due or enforce these terms. Provisions intended to continue after closure—including payment, confidentiality, data, dispute and liability provisions—will remain effective.
16. Governing law and contact
These terms are intended to be governed by the laws of England and Wales, with the courts of England and Wales having jurisdiction unless mandatory consumer law provides otherwise. Company number, registered office, customer-support email, complaints contact and effective date must be inserted and legally verified before launch.
Support, accessibility and emergencies
NeedCare should provide accessible ways to request support and reasonable adjustments. The platform is not an emergency service. If someone is in immediate danger, call 999. Contact details for routine support and formal complaints must be confirmed before launch.