Terms of Service

Please read these terms carefully before using our care marketplace. By using CarerNest, you agree to be bound by these terms governing our platform.

Last updated: June 2025

Introduction

Welcome to CarerNest, a trusted marketplace connecting families with qualified, vetted carers across the UK. These terms govern your use of our platform, whether you're seeking care for yourself or a loved one, or you're a professional carer offering your services.

As a marketplace platform, we facilitate connections between independent carers who set their own rates and families seeking care. We charge a transparent 15% platform fee to cover verification, insurance, secure payments, and ongoing support for both parties.

Key Point: CarerNest is a marketplace facilitator. Care services are provided by independent carers, not by CarerNest directly.

Acceptance of Terms

  • By accessing and using CarerNest.com, you accept and agree to be bound by the terms and provision of this agreement.
  • These Terms of Service constitute a legally binding agreement between you and Shravani Limited trading as CarerNest.
  • If you do not agree to these terms, you must not use our marketplace services.
  • We may update these terms from time to time, and continued use constitutes acceptance of updated terms.

Marketplace Platform Description

  • CarerNest operates a marketplace platform that connects families seeking care with qualified, independent carers.
  • We facilitate introductions and bookings but do not directly provide care services - all care is provided by independent carers.
  • Carers set their own hourly rates, and we charge a transparent 15% platform fee to cover insurance, payments, verification, and support.
  • We provide verification, insurance coverage, secure payments, and ongoing platform support for both families and carers.

User Responsibilities & Account Management

  • You must provide accurate, current, and complete information when creating your account and keep it updated.
  • You are responsible for maintaining the confidentiality of your account credentials and all activities under your account.
  • Families must accurately describe their care needs, medical conditions, and any special requirements.
  • Carers must maintain valid qualifications, insurance, and DBS clearance throughout their use of the platform.
  • All users must comply with applicable laws and treat others with respect and professionalism.

Marketplace Payments & Commission

  • All bookings are subject to carer availability and acceptance at the carer's set hourly rate.
  • Payment includes the carer's rate plus a 15% platform fee, processed securely through Stripe.
  • The platform fee covers insurance, payment processing, verification, and ongoing platform support.
  • Payments are processed after each care session is completed and confirmed by both parties.
  • Cancellation policies apply as outlined in our booking terms, with different notice periods for regular and emergency care.
  • Refunds are processed according to our satisfaction guarantee and refund policy.

Safety, Verification & Standards

  • All carers undergo enhanced DBS checks, reference verification, and insurance validation before joining our platform.
  • While we conduct thorough verification, families remain responsible for their own safety and that of their loved ones.
  • We recommend initial meetings and ongoing communication to ensure care quality and compatibility.
  • Report any safety concerns, incidents, or quality issues immediately to our 24/7 support team.
  • Follow all emergency procedures and safeguarding protocols as outlined in our safety guidelines.
  • Both families and carers must adhere to our community standards and code of conduct.

Platform Liability & User Agreement

  • CarerNest acts as a marketplace facilitator and is not liable for the actions, quality, or safety of care provided by independent carers.
  • We do not guarantee the availability, quality, safety, or legality of care services, though we maintain high verification standards.
  • Our liability is limited to the maximum extent permitted by UK law, with total liability not exceeding the platform fees paid.
  • Users participate in care arrangements at their own risk and must maintain appropriate insurance coverage.
  • We provide insurance coverage for verified incidents but users should understand coverage limitations.
  • Disputes between families and carers should first be addressed through our mediation process.

Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of any material changes via email or through our platform. Continued use of our services after such changes constitutes acceptance of the new Terms.

Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

If you have any questions about these Terms of Service, please contact us:

Email: [email protected]

Phone: 0800 123 4567

Address: CarerNest Ltd, 123 Care Street, London, SW1A 1AA

Your Agreement

By using CarerNest, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.