Terms of Use

1. About these terms

These are the terms of use for AirCarers Companion, a service operated by Aircarerscompanion Ltd. By using our platform, you agree to these terms. Please read them carefully. If you do not agree with these terms, you should not use the platform.

These terms apply to everyone who uses the platform: companions, service users, family members, and visitors.

Separate terms apply specifically to companions (the Companion Services Agreement) and to service users and family members (the Service User Terms). Those documents set out the specific terms of your arrangement with AirCarers Companion. These terms of use sit alongside those documents.

2. What AirCarers Companion is

AirCarers Companion is help before care. We connect people who need companionship and light domestic support with self-employed companions in their local area.

We are not a care agency. We do not employ companions. We do not provide care services. Personal care, as defined under the Health and Social Care Act 2008, is a regulated activity and is not provided through this platform.

The arrangement for each visit is made directly between the service user and the companion. Aircarerscompanion Ltd is not a party to that arrangement. We facilitate the connection, manage payment, and operate a safety framework.

AirCarers Companion provides companionship and practical support, not CQC-regulated personal or domiciliary care.

3. Using the platform

3.1 Eligibility

You must be 18 or over to use this platform. By using it, you confirm that you are 18 or over.

3.2 Your account

When you create an account, you must provide accurate and complete information. You are responsible for keeping your account details up to date.

You must keep your password confidential. You are responsible for everything that happens on your account. If you think someone has accessed your account without your permission, contact us immediately at lucie@aircarers.co.uk.

3.3 Acceptable use

You must use the platform lawfully and in good faith. You must not:

• Provide false or misleading information
• Use the platform to facilitate any unlawful activity
• Attempt to contact companions or service users outside the platform to avoid our payment system
• Post or share content that is offensive, discriminatory, or harmful
• Attempt to gain unauthorised access to any part of the platform or its systems
• Use the platform in any way that could damage, disable, or impair it

If we reasonably believe you have breached these terms, we may suspend or close your account.

3.4 Companion conduct

If you are a companion, you agree to:

• Attend visits you have accepted punctually and professionally
• Complete the check-in and check-out process for every visit
• Write honest and accurate visit notes after each visit
• Flag any concerns about a service user's welfare through the platform's reporting tools
• Not provide personal care, regulated activities, or any service outside the scope of companionship and light domestic support
• Maintain your own public liability insurance of no less than £1 million at all times
• Notify us promptly if anything changes that might affect your eligibility to use the platform

3.5 Service user and family conduct

If you are a service user or family member, you agree to:

• Provide accurate information about the support needed
• Ensure that the person receiving support is available at the agreed time
• Treat companions with respect
• Not ask companions to provide personal care or any service outside the scope of companionship and light domestic support
• Pay for bookings through the platform

4. Bookings and cancellations

4.1 How bookings work

A booking is confirmed when the companion accepts your request. Until the companion accepts, no booking has been made.

4.2 Cancellation by the service user or family

You may cancel a booking through the platform. If you cancel 24 hours or more before the scheduled start time, cancelling is free. If you cancel from 2 hours up to 24 hours before the scheduled start time, you will be charged half the visit price. If you cancel less than 2 hours before the scheduled start time, you will be charged the full visit price. Any cancellation charge is paid in full to the companion, and the charge will be clearly shown before you confirm the cancellation. This applies to bookings made on or after 2 October 2026.

4.3 Cancellation by the companion

Companions may cancel a booking through the platform. Repeated late cancellations may result in the companion's account being reviewed.

4.4 No shows

If a companion does not arrive and does not cancel, we will contact them and notify you. If a companion cannot be reached within 30 minutes of the scheduled start time, we will treat this as a no show and notify you.

If a service user is not home when a companion arrives, the companion will wait for a reasonable period and then contact us. In this case the visit may be charged in full.

5. Payments

5.1 How payment works

Payment is processed through our platform when a booking is confirmed. We use Stripe to process payments securely. We do not store your full card details.

5.2 Platform fee

For visits starting on or after 1 October 2026, we charge a flat platform fee of £8.50 for each hour of the visit, worked out by the minute for part hours. It is deducted from the visit price before the companion is paid. Visits that started before 1 October 2026 carry our earlier fee of 20% of the visit value. The full pricing breakdown is shown at the time of booking.

5.3 Companion payouts

Companions receive the visit price minus the platform fee. Payments are made 48 hours after the visit.

5.4 Disputes

If you have a dispute about a payment, contact us at lucie@aircarers.co.uk within 14 days of the visit. We will investigate and aim to resolve disputes within 10 working days.

6. Safety and safeguarding

We take the safety of service users and companions seriously. We have built safeguarding features into the platform including:

• GPS check-in and check-out to verify visit attendance
• Post-visit notes with mood indicators and concern flagging
• A Report Something button that allows companions to contact the service user's family or notify us of a concern during or after a visit
• Admin review of all flagged concerns

Where we identify a concern that requires external reporting, we will report it to the relevant authority. This may include the local authority safeguarding team, the Care Quality Commission, or the police.

If you have an immediate safeguarding concern, call 999. Do not wait to report it through the platform.

7. Our role and liability

7.1 What we are responsible for

We are responsible for:

• Operating the platform and keeping it reasonably available
• Processing payments securely
• Carrying out vetting checks on companions before they go live on the platform
• Operating our safeguarding framework as described in these terms

7.2 What we are not responsible for

We are not responsible for:

• The conduct of companions during visits. Companions are self-employed individuals. They are not employees or agents of Aircarerscompanion Ltd.
• The accuracy of information provided by companions or service users on the platform
• Any loss or damage arising from a companion failing to attend a visit
• Any loss or damage arising from the actions or omissions of a companion during a visit
• Any harm caused by a companion who has provided false information during vetting

7.3 Limitation of liability

To the maximum extent permitted by law, our total liability to you in connection with your use of the platform is limited to the total amount you paid through the platform in the three months before the claim arose.

We do not exclude liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

8. Intellectual property

All content on this platform, including text, images, logos, and software, belongs to Aircarerscompanion Ltd or is used with permission. You may not copy, reproduce, or use any of it without our written permission.

9. Closing your account

You may close your account at any time by contacting us at lucie@aircarers.co.uk.

We may suspend or close your account if:

• You breach these terms
• We have a legitimate safety or integrity reason to do so
• You have not used the platform for an extended period

We will give you reasonable notice before closing your account unless we need to act immediately for safety reasons.

10. Changes to these terms

We may update these terms from time to time. We will notify you of significant changes by email. The date at the top of this document shows when it was last updated. Continued use of the platform after the updated terms take effect means you accept them.

11. Governing law

These terms are governed by the law of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact us

Aircarerscompanion Ltd · Company No. 17175837
Registered office: 57A Commercial Street, Rothwell, Leeds LS26 0QD (c/o FutureProof Accounting)
Operational address: Ware, Hertfordshire
lucie@aircarers.co.uk · aircarerscompanion.co.uk

See also: Privacy Policy · Cookie Policy · Safeguarding Policy