Terms of Service

Last updated: December 2025

1. About CareOptus

CareOptus Ltd ("CareOptus", "we", "us", or "our") is an introductory agency registered in England and Wales under company number 16603901. We operate the website careoptus.co.uk and provide services to connect families seeking live-in care with self-employed care professionals.

We are not a regulated care provider. We do not provide care services directly. Our role is to:

• Verify and vet care professionals who join our network
• Match families with suitable carers based on care requirements
• Facilitate introductions between families and carers
• Process payments on behalf of families and carers
• Provide 24/7 support to both families and carers

2. Definitions

In these Terms:

• "Carer" means a self-employed care professional who has been accepted into the CareOptus network.
• "Family" means the individual or family seeking care services, including anyone acting on their behalf.
• "Care Recipient" means the person who will receive care.
• "Placement" means an arrangement where a Carer provides live-in care services to a Care Recipient.
• "Services" means the introductory and support services provided by CareOptus.

3. Our Services

3.1 What We Provide

• Verification of carers including identity checks, right to work verification, DBS checks, and reference verification
• Matching families with suitable carers based on care needs and preferences
• Introduction of carers to families
• Payment processing and administration
• 24/7 telephone support for emergencies and queries
• Safety tools and incident reporting systems
• Assistance with replacement carers if needed

3.2 What We Do Not Provide

• Direct care services
• Clinical or medical advice
• Supervision or management of carers
• Guarantees about care outcomes
• Employment of carers

4. Terms for Families

4.1 Using Our Services

By requesting a carer through CareOptus, you agree to:

• Provide accurate and complete information about care requirements
• Ensure the Care Recipient (or their authorised representative) has consented to receiving care
• Provide a safe and suitable living environment for the carer
• Treat the carer with respect and dignity
• Pay all charges when due
• Inform us promptly of any concerns, changes in care needs, or incidents

4.2 Your Relationship with the Carer

The carer is a self-employed professional, not an employee of CareOptus or of you. The care agreement is between you and the carer. You are responsible for:

• Agreeing the specific care arrangements with the carer
• Ensuring the carer has appropriate breaks and rest periods
• Providing appropriate accommodation and meals for the carer
• Communicating directly with the carer about day-to-day care matters

4.3 Accommodation for Carers

You must provide the carer with:

• A private bedroom suitable for sleeping
• Access to bathroom facilities
• Access to kitchen facilities and food, or a food allowance as agreed
• A safe and hygienic environment

4.4 Payments

Care charges are payable weekly in advance. We will charge your registered payment method each week for the upcoming week of care. Charges include:

• The carer's fee (which we pay to the carer on your behalf)
• Our introduction and support fee

If care ends part-way through a paid week, we will refund the unused portion on a pro-rata basis, less any applicable cancellation charges.

4.5 Cancellation

You may end a placement at any time by giving us notice:

• 7+ days notice: No cancellation fee
• Less than 7 days notice: Cancellation fee equivalent to one week's charges may apply
• Emergency situations: We will work with you to find a fair resolution

4.6 Replacement Carers

If you need a replacement carer (due to the original carer's illness, holiday, or other reasons), we will endeavour to find a suitable replacement. We cannot guarantee a replacement will always be available at short notice.

5. Terms for Carers

5.1 Joining Our Network

To join the CareOptus carer network, you must:

• Have at least 6 months' professional care experience
• Have the legal right to work in the UK
• Pass our verification process including identity checks and reference verification
• Obtain an Enhanced DBS certificate (we can assist with this)
• Maintain appropriate professional insurance (Public Liability and Professional Indemnity)
• Provide accurate information in your application and profile

5.2 Your Status

You are a self-employed professional. You are not an employee of CareOptus. This means:

• You choose which placements to accept
• You set your own availability
• You can work with other agencies or clients
• You are responsible for your own tax and National Insurance
• The care agreement is between you and the family

5.3 Your Responsibilities

When accepting placements through CareOptus, you agree to:

• Provide care to the best of your professional ability
• Follow the care plan agreed with the family
• Treat care recipients and their families with respect and dignity
• Maintain confidentiality about families and care recipients
• Report any concerns, incidents, or safeguarding issues promptly
• Maintain valid insurance throughout any placement
• Comply with all applicable laws and regulations
• Not solicit families directly to avoid CareOptus fees

5.4 Payments

We pay carers weekly in arrears by bank transfer. Payment is typically made within 3 working days of the end of each care week. Payment is conditional on:

• Completing the agreed placement
• The family's payment being received
• No unresolved disputes about the care provided

5.5 Leaving the Network

You may leave the CareOptus network at any time. If you are on an active placement, you must give reasonable notice to allow us to arrange a replacement carer for the family.

6. Non-Circumvention

Both families and carers agree not to circumvent CareOptus to avoid fees:

• Families agree not to engage carers introduced through CareOptus directly without going through our payment system for a period of 12 months following the introduction
• Carers agree not to solicit families introduced through CareOptus to enter into direct arrangements

If circumvention occurs, we reserve the right to charge an introduction fee equivalent to 12 weeks of our standard margin.

7. Safeguarding

The safety and wellbeing of care recipients is paramount. Both families and carers must:

• Report any safeguarding concerns immediately to CareOptus and, where appropriate, to local authorities
• Cooperate with any safeguarding investigations
• Follow all relevant safeguarding guidance

CareOptus maintains safeguarding policies and will act on any concerns raised.

8. Liability

8.1 Our Liability

CareOptus is an introductory agency. We are not liable for:

• The actions or omissions of carers
• The quality of care provided
• Any injury, loss, or damage arising from care arrangements
• The suitability of carers for specific care needs beyond our verification processes

Our liability is limited to the fees paid to CareOptus in the 12 months preceding any claim. This does not affect your statutory rights or our liability for death or personal injury caused by our negligence.

8.2 Carer Liability

Carers are required to maintain professional insurance. Any claims arising from care provided should be directed to the carer and their insurer.

8.3 Indemnity

Carers agree to indemnify CareOptus against any claims, losses, or expenses arising from their actions or omissions while providing care.

9. Complaints

If you are unhappy with our services, please contact us:

• Email: complaints@careoptus.co.uk
• Phone: 0800 123 4567

We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days.

10. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes by email or through our website. Continued use of our services after changes take effect constitutes acceptance of the new Terms.

11. General

11.1 Entire Agreement

These Terms, together with our Privacy Policy and any specific agreement relating to a placement, constitute the entire agreement between us.

11.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.

11.3 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact Us

CareOptus Ltd
Company No. 16603901
Email: hello@careoptus.co.uk
Phone: 0800 123 4567