Our Code Of Conduct

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Introduction To Our Code Of Conduct

This introduction to our code of conduct describes how we operate, the expectations of our clients and care givers alike, procedures and how we use information, including personal information, in connection with your use of our website.



Carer2U – Client Code of Conduct

Clients using Carer2U must agree to the following standards:



CARER2U “TERMS & CONDITIONS” TERMS

Carer2U – Terms & Conditions

1. Introduction

Purpose of the platform, acceptance of terms.

2. Definitions

Client, Carer, Booking, Platform, Service.

3. Eligibility

Age, identity, account requirements.

4. Account Responsibilities

Truthful information, security, prohibited behaviour.

5. Nature of the Platform

Marketplace model, independent carers, liability limits.

6. Booking & Payment Rules

Full payment, platform fees, no off‑platform payments.

7. Cancellation & Refund Policy

Strict rules, non‑refundable fees, no‑show charges.

8. Carer Responsibilities

Professional conduct, punctuality, safety, compliance.

9. Client Responsibilities

Respect, accurate care needs, safe environment.

10. Payout Policy

Release of funds, holds, verification.

11. Prohibited Conduct

Fraud, harassment, off‑platform dealings.

12. Reviews & Ratings

Fair use, removal of abusive reviews.

13. Disputes & Chargebacks

Process, evidence, consequences.

14. Platform Rights

Suspension, termination, policy updates.

15. Limitation of Liability

Carer2U not liable for carer actions or outcomes.

16. Indemnity

Users and carers indemnify Carer2U.

17. Governing Law

United Kingdom jurisdiction.

18. Acceptance of Terms

Using the platform = agreement.



Care Seekers Code Of Conduct In More details:


1. Respect & Behaviour

Clients must:

  • Treat carers respectfully

  • Provide a safe environment

  • Not harass, threaten, or abuse carers

  • Not request illegal or inappropriate services

2. Accurate Information

Clients must:

  • Provide truthful care needs

  • Disclose relevant medical or behavioural information

  • Not mislead carers

3. Payment Rules

Clients must:

  • Pay for bookings through Carer2U only

  • Not attempt to negotiate off‑platform payments

  • Not request free or discounted services outside the platform

4. Cancellations

Clients must:

  • Follow the Refund & Cancellation Policy

  • Understand that late cancellations may be non‑refundable

5. Safety

Clients must:

  • Ensure the home environment is safe

  • Not expose carers to hazards

  • Not request tasks outside the agreed service

6. Misconduct

The following may result in account suspension:

  • False refund claims

  • Chargeback abuse

  • Harassment

  • Fraud

  • Off‑platform dealings

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CARER2U “TERMS & CONDITIONS” TERMS

Carer2U – Terms & Conditions

1. Introduction

Purpose of the platform, acceptance of terms.

2. Definitions

Client, Carer, Booking, Platform, Service.

3. Eligibility

Age, identity, account requirements.

4. Account Responsibilities

Truthful information, security, prohibited behaviour.

5. Nature of the Platform

Marketplace model, independent carers, liability limits.

6. Booking & Payment Rules

Full payment, platform fees, no off‑platform payments.

7. Cancellation & Refund Policy

Strict rules, non‑refundable fees, no‑show charges.

8. Carer Responsibilities

Professional conduct, punctuality, safety, compliance.

9. Client Responsibilities

Respect, accurate care needs, safe environment.

10. Payout Policy

Release of funds, holds, verification.

11. Prohibited Conduct

Fraud, harassment, off‑platform dealings.

12. Reviews & Ratings

Fair use, removal of abusive reviews.

13. Disputes & Chargebacks

Process, evidence, consequences.

14. Platform Rights

Suspension, termination, policy updates.

15. Limitation of Liability

Carer2U not liable for carer actions or outcomes.

16. Indemnity

Users and carers indemnify Carer2U.

17. Governing Law

United Kingdom jurisdiction.

18. Acceptance of Terms

Using the platform = agreement.


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CAREGIVERS AGREEMENT / CONTRACT  & TERMS

Carer2U – Independent Carers' Agreement


Last Updated: April 1st 2026

This Carer Agreement (“Agreement”) is a legally binding contract between Carer2U (“the Platform”) and you (“the Carer”). By registering, accepting bookings, or providing services through Carer2U, you agree to the terms below.


1. Independent Contractor Status

  • You are not an employee, agent, or representative of Carer2U.

  • You operate as an independent service provider.

  • You are solely responsible for your taxes, insurance, licences, and legal compliance.

2. Accuracy of Information

You agree to:

  • Provide truthful identity documents

  • Provide accurate qualifications and certifications

  • Update your profile when details change

  • Not misrepresent your skills or experience

Providing false information may result in immediate removal.

3. Service Standards

You agree to:

  • Deliver care safely, professionally, and respectfully

  • Attend all bookings on time

  • Communicate through the platform

  • Maintain confidentiality

  • Follow all Carer2U policies

Failure to meet standards may result in suspension or termination.

4. No Off‑Platform Payments

You must not:

  • Accept cash

  • Accept bank transfers

  • Arrange private bookings

  • Encourage clients to bypass the platform

Doing so may result in:

  • Permanent account removal

  • Withheld payouts

  • Legal recovery of losses

5. Cancellations & No‑Shows

  • Repeated cancellations or no‑shows may lead to penalties

  • Carer2U may deduct fees or suspend your account

  • You must notify clients promptly through the platform

6. Payouts

  • Payouts are issued only after service completion

  • Carer2U may delay payouts for disputes, fraud checks, or policy violations

  • Incorrect payout details are your responsibility

7. Conduct & Behaviour

You must not:

  • Harass clients

  • Engage in unsafe behaviour

  • Use abusive language

  • Arrive intoxicated or unfit for duty

  • Breach confidentiality

8. Disputes

Carer2U may:

  • Request evidence

  • Freeze payouts

  • Make final decisions

9. Termination

Carer2U may terminate your account immediately for:

  • Fraud

  • Misconduct

  • Off‑platform payments

  • Unsafe behaviour

  • Repeated cancellations

10. Acceptance

By using Carer2U, you confirm acceptance of this Agreement.


Carer2U Team


Care2U Payment Policy


1. Purpose of This Policy

This Payment Policy governs how payments, deposits, fees, and payouts are handled on the Carer2U platform.
By using Carer2U, all users agree to comply with this policy in full.

Carer2U is committed to protecting carers’ income, preventing platform abuse, and ensuring secure, transparent financial transactions.

2. Payment Requirements

  • All bookings must be paid in full at the time of booking.

  • Carers are not permitted to accept cash or off‑platform payments. All transactions must be via the platform only.

  • Users who attempt to bypass the platform’s payment system may have their accounts permanently suspended.

  • Carer2U reserves the right to block or cancel bookings that are unpaid, partially paid, or suspected of fraudulent activity.

3. Payment Methods

Carer2U accepts the following secure payment methods:

  • Debit and credit cards

  • Mobile money (where applicable)

  • Bank transfer (for approved users only)

  • Wallet balance (for returning users)

All payments are processed through secure third‑party payment gateways.

4. Booking Fees & Platform Charges

  • A non‑refundable platform fee is applied to every booking.

  • This fee covers customer support, verification, technology, management and operational costs.

  • Platform fees are not refundable under any circumstances, including cancellations or disputes.

5. Price Transparency

  • All service prices are displayed clearly before checkout.

  • Prices may vary depending on carer experience, service type, duration, and location.

  • Carer2U reserves the right to adjust pricing at any time.

6. Payment Holding & Release

To protect both users and carers:

6.1. Payment Holding

  • Payments are held securely until the service is completed.

  • Funds may be held longer if a dispute is raised or verification is required.

6.2. Release of Funds to Carers

  • Carers are paid after service completion and confirmation.

  • Carer2U may delay payouts if:

    • Fraud is suspected

    • A dispute is open

    • The user reports a service issue

    • The carer has violated platform rules

7. Non‑Refundable Components

The following are strictly non‑refundable:

  • Platform fees

  • Processing fees

  • Booking protection fees

  • Late cancellation fees

  • No‑show fees

  • Any portion of the booking already paid out to the carer

8. Chargeback & Dispute Policy

Carer2U takes chargebacks extremely seriously.

8.1. Filing a Chargeback

  • Filing a chargeback without contacting Carer2U first is considered policy violation.

  • Carer2U will provide full evidence to the bank or payment provider to dispute any unjustified chargeback.

8.2. Consequences of Unjustified Chargebacks

Users who file fraudulent or abusive chargebacks may face:

  • Account suspension

  • Permanent ban

  • Legal recovery of funds

  • Additional administrative fees

9. Fraud Prevention & Account Security

Carer2U may:

  • Request identity verification

  • Hold or freeze funds

  • Cancel suspicious bookings

  • Block accounts involved in fraudulent activity

Users must ensure:

  • Their payment information is accurate

  • Their account is secure

  • They do not share login or payment details with anyone

10. Failed or Reversed Payments

If a payment fails, is reversed, or is disputed:

  • The booking is automatically cancelled

  • The user remains liable for any outstanding fees

  • Carer2U may recover losses through legal or collection processes

11. Wallet Balance & Credits

  • Wallet credits are non‑transferable and non‑refundable.

  • Credits may only be used for bookings on Carer2U.

  • Expired credits cannot be reinstated.

12. Business Rights

Carer2U reserves the right to:

  • Modify pricing and fees

  • Update this policy at any time

  • Withhold funds where misuse is suspected

  • Suspend or terminate accounts that violate payment rules

13. Acceptance of This Policy

By creating an account, making a booking, or using Carer2U, users confirm they have read, understood, and accepted this Payment Policy.


Carer2U Team





www.carer2u.com – Refund & Cancellation Policy 


1. Purpose of This Policy

This Refund & Cancellation Policy is designed to protect the integrity of the Carer2U platform, ensure carers are compensated for their time and availability, and prevent misuse, last‑minute cancellations, or fraudulent refund requests. By using Carer2U, all users agree to the terms outlined below.

2. General Refund Principles

  • Carer2U operates a strict, limited‑refund policy.

  • Refunds are not guaranteed and are only issued in specific, verified circumstances.

  • Carer2U reserves the right to decline refund requests that do not meet the criteria below.

  • All payments are held securely and may be partially or fully non‑refundable depending on the timing and nature of the cancellation.

3. Booking Confirmation & Payment

  • A booking is considered confirmed once payment is made.

  • Carers reserve time exclusively for the user; therefore, confirmed bookings block their availability.

  • To protect carers from income loss, all confirmed bookings carry a non‑refundable portion.

4. Cancellation Policy (Strict)

4.1. User Cancels 48+ Hours Before Service

  • 70% refund issued

  • 30% retained as a non‑refundable booking protection fee

  • Admin fees and processing charges are non‑refundable

4.2. User Cancels 24–48 Hours Before Service

  • 50% refund issued

  • 50% retained to compensate the carer for lost time and availability

4.3. User Cancels Less Than 24 Hours Before Service

  • No refund

  • 100% of the booking fee is paid to the carer and/or retained by the platform

4.4. User Fails to Attend / No‑Show

  • No refund

  • Carer2U classifies this as a completed booking

5. Carer Cancellation

If a carer cancels a confirmed booking:

  • User receives a full refund

  • Carer2U may offer an alternative carer where possible

  • Carers who repeatedly cancel may face account suspension

6. Refunds for Service Issues

Refunds are only considered when:

  • The carer did not attend

  • The carer failed to provide the agreed service

  • There is verified misconduct or breach of Carer2U standards

Evidence is required, such as:

  • Time‑stamped messages

  • Photos

  • Written statements

  • Platform logs

Carer2U will investigate and may issue:

  • A partial refund

  • A full refund

  • A service credit

Refunds are not issued for:

  • Personality differences

  • Change of mind

  • User dissatisfaction without evidence

  • Miscommunication outside the platform

  • Situations caused by user error

7. Abuse, Fraud & Time‑Wasting Protection

Carer2U reserves the right to deny refunds and suspend accounts for users who:

  • Repeatedly cancel bookings

  • File excessive or unsubstantiated refund claims

  • Attempt to avoid platform fees

  • Engage carers outside the platform

  • Provide false or misleading information

Carer2U may permanently ban users who misuse the platform or cause financial loss to carers or the business.

8. Payment Disputes & Chargebacks

  • Filing a chargeback without contacting Carer2U first is considered policy violation.

  • Carer2U will provide full evidence to the payment provider to dispute fraudulent chargebacks.

  • Users who file unjustified chargebacks may be permanently removed from the platform.

9. Processing Time

Approved refunds are processed within 7–14 business days, depending on the payment provider.
Processing fees charged by banks or payment gateways are non‑refundable.

10. Platform Rights

Carer2U reserves the right to:

  • Modify this policy at any time

  • Withhold refunds where abuse is suspected

  • Prioritise carer protection and platform sustainability

11. Acceptance of Policy

By creating an account, making a booking, or using the Carer2U platform, users confirm they have read, understood, and agreed to this Refund & Cancellation Policy.


Thank you for your cooperation,

Carer2U Team


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