Support

If someone is in danger

Felvo is not an emergency service and we cannot respond immediately at night or at weekends. If someone is hurt, unwell or at risk, call 999. For urgent but non-emergency medical help, call 111. Tell us afterwards so we can act on our side too.

Reporting someone's behaviour

You can report a person straight from the app. Open the visit or the chat, tap Report, and tell us what happened. You can also block someone from the chat, which stops them messaging you and stops either of you being matched with the other again.

We look at every report by hand and act on it within 24 hours. Depending on what we find, that can mean a warning, removing someone's access, or passing information to the authorities. You can also email us instead if you would rather not use the app.

Money and cancelling

Nothing is taken from your card when you book. We reserve the amount and only charge it after the visit has taken place and you have confirmed it. You can cancel free of charge up to 12 hours before the start time; after that the booking stands, because your helper has kept the time free.

You are never charged if your helper cancels or does not turn up. If nobody turned up, say so in the app after the agreed start time and we release the reservation in full. Full details are in our terms.

Bank timing: when we release a reservation it disappears from your side straight away, but your bank can take a few days to show the amount as available again. That is your bank, not us, and nothing was ever taken.

Deleting your account

You can delete your account yourself in the app, under Settings for helpers and under Profile for families. Everything personal is removed. We keep the minimum we are legally required to keep for tax and reporting, as described in our privacy policy. You can also ask us for a copy of your data from the same screen.

Problems with the app

If something will not load, first check you are on the latest version and that you have a signal. If it still goes wrong, email us with what you were doing and a screenshot if you can. That usually tells us exactly where it went wrong.

What Felvo is not

Felvo arranges practical and social help: shopping, the house, the garden, company, the school run, getting to an appointment. Helpers do not provide medical care and are not carers. If your loved one needs medical care, please arrange a home-care service or speak to their GP.

Contact

Email hello@felvo.uk. We are based in Sheffield and South Yorkshire and answer in English.