Terms of Service

These terms govern your use of Empatha (the "Platform"). By creating an account, you agree to them. Please read them alongside our Privacy Policy and Safeguarding Policy.

1. What Empatha is

Empatha is a platform that connects clients seeking care or companionship with independent, verified carers. We provide matching, messaging, booking and payment infrastructure. Depending on the specific type of support arranged, some care activities may fall under separate regulatory frameworks — see our Safeguarding page for more on how we approach this.

2. Accounts and eligibility

• You must be at least 18 years old to create an account.
• Information you provide — including on behalf of a care recipient — must be accurate and kept up to date.
• You are responsible for keeping your login credentials secure.
• Carer accounts require successful completion of our verification process (identity, right-to-work, enhanced DBS check, and reference review) before any booking can be accepted.

3. Care requests and matching

Clients submit a care request describing their needs; Empatha's matching system scores available, verified carers against that request and presents ranked matches with an explanation. Match scores are a decision-support tool, not a guarantee of suitability — clients are encouraged to message and speak with a carer before booking.

4. Bookings

• A booking is only confirmed once accepted by the carer.
• Cancellation terms are shown before you confirm a booking, and any applicable cancellation fee will be clearly stated.
• Recurring bookings can be paused, amended or cancelled by either party with reasonable notice, subject to the cancellation policy shown at booking.
• Care recipients' emergency contact details must be kept current for every active booking.

5. Payments and fees

Clients pay the carer's advertised rate through the platform; no additional markup is applied. Empatha retains a 15% platform fee from each completed booking, deducted from the carer's payout — see our Pricing page for full detail. Payouts to carers are released after a booking is marked complete. Refunds for eligible cancellations are processed to the original payment method.

6. Carer obligations

• Carers must accurately represent their experience, qualifications and availability.
• Carers must maintain valid DBS, right-to-work and any other status required for the care types they offer.
• Carers must accept our Code of Conduct and Safeguarding Policy before accepting bookings.
• Carers must promptly report any incident, safeguarding concern, or change in circumstances affecting their ability to provide safe care.

7. Client obligations

• Clients must provide accurate care request information, including emergency contact details.
• Clients must treat carers with respect and provide a safe working environment.
• Clients must promptly report any concern about a carer's conduct or a booking through the platform.

8. Prohibited conduct

You may not: circumvent the platform to avoid fees once a match has been made through Empatha; misrepresent your identity, qualifications, or care needs; harass, discriminate against, or endanger another user; or use the platform for any unlawful purpose. Violations may result in suspension or permanent removal from the platform.

9. Reviews

Reviews must reflect a genuine completed booking and honest experience. We reserve the right to remove reviews that are fraudulent, abusive, or breach these terms.

10. Liability

Empatha facilitates introductions and provides the platform infrastructure; carers are independent providers of care services. We take reasonable steps to verify carers before they can accept bookings, and we investigate every reported incident, but we cannot guarantee the conduct of any individual user. Nothing in these terms excludes liability that cannot be excluded under UK law, including for death or personal injury caused by negligence.

11. Suspension and termination

We may suspend or close an account that breaches these terms, poses a safeguarding risk, or fails verification requirements. You may close your account at any time from account settings.

12. Changes to these terms

We may update these terms from time to time. Material changes will be communicated in advance where reasonably possible.

13. Governing law

These terms are governed by the laws of England and Wales.

14. Contact

Questions about these terms can be sent to hello@empatha.example or via our contact page.