Terms & Conditions

1. Definitions

• Felvo: the platform that connects requests for help with verified helpers.
• Family: the family or individual who requests help.
• Helper: the verified young helper (aged 18 or over) who carries out the help.
• Service: the non-medical help at home (company, shopping, errands, light tasks, practical support).

2. Felvo's role

Felvo is an intermediary/platform that connects families and helpers. Felvo is not the employer of the helper and is not a party to the arrangement between the family and the helper. The help is provided on the basis of a direct arrangement between the family and the helper.

Helpers provide their services as self-employed individuals. Felvo does not supervise or direct how the help is carried out, does not set rotas, does not manage or monitor a helper's work, and has no ongoing role in how the help is delivered; it provides the platform, verification and secure payment.

Felvo is a trading name of AncestralGenome, registered with the Netherlands Chamber of Commerce (KVK) under number 99035537, Elzenlaan 57, Heerhugowaard, Netherlands. You can contact us at hello@felvo.uk.

3. For families

• You post a request with an honest description and a date;
• You book through the platform and give your card details; we reserve the amount on your card and only charge it after the visit. The amount is the helper's fee plus a Felvo service fee;
• You treat the helper with respect and provide a safe environment;
• You do not ask for medical or high-risk tasks (see section 6);
• You confirm afterwards whether the visit took place, so the helper can be paid.

4. For helpers

• You must be at least 18 years old, because our payment provider only opens payout accounts for adults;
• You verify your identity and link a bank account in your own name before you can take on jobs;
• You work as a self-employed individual and are responsible for declaring your income to HMRC;
• You carry out only non-medical, practical and social tasks. You do not provide personal care (washing, bathing, dressing, toileting or physically feeding someone), nursing, or any other regulated care, and you do not administer medication. You may remind someone about their medicine or collect a prescription, but you never give medication or perform intimate care;
• If you babysit, you do so in the family's own home, for one family at a time. You are not acting as a registered childminder;
• Payment is made to the bank details you provide (sort code and account number), after the family has confirmed the visit.

5. Payment, fees and payouts

Payments are handled by our payment provider (Stripe). When you book, nothing is taken from your card: we place a reservation on it for the agreed amount. If the visit is further ahead than a few days, we save your card at that point and place the reservation shortly before the visit instead. The amount is only charged after the visit has taken place and you have confirmed it, or automatically 48 hours after the visit if you do not respond.

The payment goes directly to the helper, who is the person providing the service. Felvo's service fee is deducted from that payment and is the only part Felvo receives. Felvo never holds the cost of the help. Card processing costs are deducted from the helper's payment. Prices are shown clearly before you book.

6. No medical care, no regulated care

Felvo provides practical and social help only. Helpers do not provide medical care (such as administering medication, wound care, lifting or bathing). If your loved one needs medical care, please arrange a home-care service or contact their GP.

Helpers also do not provide personal care (such as washing, dressing, toileting or help with medication), nursing, or any other regulated care activity. Felvo is not a care provider, a childcare provider, an employment agency or an employer, and it has no ongoing role in how any help is arranged or carried out between a family and a helper. If you need regulated personal care, use a provider registered with the Care Quality Commission (CQC); if you need registered childcare, use a provider registered with Ofsted.

Where a helper looks after children, this is babysitting in your own home, arranged directly between you and the helper. Babysitting in the child's own home is normally exempt from compulsory Ofsted registration. Helpers are identity-verified but are not Ofsted-registered and not DBS-checked by Felvo unless a helper has chosen to add that to their profile and it says so. You engage the helper directly and remain the responsible adult for the arrangement. If you need Ofsted-registered childcare, for example to use Tax-Free Childcare, please arrange that separately.

7. Cancellation

You can cancel a booked visit up to 24 hours before the agreed start time, and you pay nothing at all. Because the amount is only reserved and not taken, there is nothing to refund: we release the reservation immediately, although your bank may take a few days to show the amount on your available balance again.

Within those last 24 hours the booking stands. Your helper has kept the time free and may already be travelling, and nothing has been charged that could make up for that. If something has changed, please message your helper through the app.

You are never charged if the helper cancels, if the helper does not turn up, or if we cancel a request ourselves, whenever that happens. If a helper does not turn up, tell us after the agreed start time and we release the reservation in full. Once a helper has clocked in, the visit has started and cancelling is no longer automatic, so please report a problem instead and we will look at it. Whether a visit took place is determined by the on-location clock-in and clock-out. Felvo does not arrange a replacement helper for you; you are free to post the request again.

If we cannot reserve the amount on your card in the days before the visit, for example because the card has expired, we will let you know and keep trying. If it still fails shortly before the visit, the booking is cancelled so that nobody travels to you for nothing.

Your legal right to change your mind (14 days)

Because you book through an app, you also have a legal right under the Consumer Contracts Regulations 2013 to change your mind within 14 days of booking, on top of what is written above.

Most visits take place sooner than that. When you book a request, you are expressly asking us to start straight away: to place your request, show it to helpers nearby and reserve your payment. You agree that you lose this 14-day right once the visit has taken place. If you cancel within the window described above, you pay nothing at all. If you cancel after a visit has partly taken place, you pay for the part that was carried out.

8. Liability

Felvo verifies that a helper is who they say they are. Felvo does not screen helpers beyond that: we do not interview them, take up references or obtain DBS certificates, and a verified identity is not a statement about someone's character or suitability. Felvo does not recommend or choose a helper for you.

You are responsible for deciding who you let into the home. That includes reading profiles and reviews, asking your own questions, meeting or speaking to a helper first if you wish, and making your own judgement about whether they are right for you or your loved one. The checks we carry out are only part of that decision, not a substitute for it.

The arrangement is made directly between the family and the helper. Felvo is not a party to it and does not guarantee the outcome of the service. To the fullest extent permitted by law, Felvo is not responsible for the acts or omissions of any family or helper, or for the quality, safety or outcome of the help a helper provides.

Nothing in these terms limits or excludes Felvo's liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Subject to that, and to your mandatory rights as a consumer, Felvo's total liability to you in connection with the service is limited to the greater of £1,000 and the total fees you paid to, or received through, Felvo in the twelve months before the claim arose.

You should make sure your own home or contents insurance covers a helper working in your home, and helpers are responsible for arranging any insurance they need for their own work. Felvo does not provide insurance for the arrangement between you.

9. Community rules, safety and zero tolerance

Felvo has zero tolerance for objectionable content and abusive behaviour. By using Felvo you agree that you will not:

• post, send or share content that is unlawful, threatening, harassing, hateful, discriminatory, sexually explicit or otherwise objectionable;
• harass, bully, intimidate, defraud or endanger another user;
• impersonate another person or provide false verification details.

In every conversation you can report a user or message and block a user directly from the chat menu. We review every report and will remove offending content and suspend or remove the responsible user, normally within 24 hours. There is no tolerance for abusive users on Felvo. You can reach us any time at hello@felvo.uk to report a safety concern.

Where we become aware of a serious safety concern, including a risk to a child or a vulnerable adult, we may log it, suspend the accounts involved while we look into it, and report it to the police or social services. Always keep payments on Felvo: paying a helper in cash or off the platform removes the record of the visit and is a safeguarding risk for everyone. In an emergency, always call 999 first.

10. Suspension and removal of accounts

We may suspend or remove an account that breaches these terms, that poses a risk to the safety of vulnerable people, or that is used for fraud or abuse. You can delete your own account at any time from within the app; when you do, we remove or anonymise your personal data in line with our privacy policy and any legal retention obligations.

11. Complaints and disputes

Have a complaint? Email us at hello@felvo.uk. We will work with you to find a solution. These terms are governed by the laws of England and Wales.

12. Which law applies

These terms are governed by the law of England and Wales, and disputes can be brought before the courts of England and Wales. If you live elsewhere in the United Kingdom, you keep the mandatory consumer protections of the country you live in and can bring a claim in your own local courts. Nothing in these terms affects your mandatory rights as a consumer under UK law, which apply whatever these terms say.

13. Changes

Felvo may update these terms. The most recent version is always available on this page.