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 16 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; it provides the platform, verification and secure payment.

3. For families

• You post a request with an honest description and a date;
• You pay in advance through the platform; 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 16 years old;
• 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, safe tasks and keep to what you agree;
• 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). The family pays in advance and the amount is held securely (escrow). Felvo deducts a service fee and only pays the remaining amount to the helper after the family has confirmed the visit. Prices are shown clearly before you pay.

6. No medical 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.

7. Cancellation and refunds

You can cancel a paid request at any point before the helper has clocked in, and you get the full amount back. 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. If a helper never turns up, no money is released to them and you are refunded in full. 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.

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. You decide who you let into the home. Felvo does not guarantee the outcome of the service and, as an intermediary, is not liable for damage that arises during an appointment, except in the case of intent or gross negligence by Felvo. The arrangement is made between the family and the helper.

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.

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. Changes

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