Terms of Service.

1. Who we are

CarerNest Ltd ("we", "our", "us") operates the website carernest.com and the CarerNest applications. We are a company registered in England and Wales.

You can contact us at [email protected].

2. The CarerNest service

We provide an online marketplace where families can find, communicate with, and book independent care professionals ("carers"). CarerNest itself does not employ carers and is not a party to the care arrangement between a family and a carer. Each carer on CarerNest is a self-employed professional.

3. Pricing and payment

When a family books a carer, payment is taken at the time of booking. Funds are held in escrow until the shift is confirmed complete. We charge a service fee per booking, displayed transparently before payment.

You will see the full price of a booking — including the service fee — and breakdown between the carer's pay and the platform fee before confirming. We do not charge hidden fees.

4. Cancellation and refunds

• Cancellation by the family more than 24 hours before the start of the shift: full refund.
• Cancellation by the family within 24 hours, more than 2 hours before the start of the shift: 50% refund.
• Cancellation by the family within 2 hours of the start of the shift: no refund.
• Cancellation by the carer at any time: full refund, plus complimentary rebooking support.
• No-show by the carer: full refund, plus complimentary rebooking support.

5. Your right to change your mind

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period during which you can cancel any booking for any reason and receive a full refund. This right does not apply once the booked shift has started — at that point the cancellation windows above apply.

6. Concerns and complaints

If something isn't right, please contact our support team at [email protected]. We aim to acknowledge complaints within 1 working day and to resolve them within 5 working days. If we cannot resolve your complaint to your satisfaction, you may use the UK Centre for Effective Dispute Resolution's mediation service (cedr.com).

7. Changes to these terms

We may update these terms from time to time. Material changes will be communicated by email at least 14 days before they take effect. If you do not accept the new terms, you may close your account before the change takes effect.

8. 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, except where the law of your home country gives you stronger protection that cannot be contracted out of.