Terms & Conditions

The Platform is operated by Steadlo Ltd (“Steadlo”, “we”, “us”, “our”).

• Email: [email protected]
• Website: www.steadlo.com

2.1 The Platform role

Steadlo provides a technology platform that enables families and providers to arrange care shifts with Carers, and enables time tracking, communication, confirmation and payment handling through third-party payment technology, such as Stripe.

2.2 Steadlo is not a care provider

Steadlo does not provide care services. Care services are provided by Carers and supervised by families and providers. Steadlo does not replace your judgment and does not guarantee outcomes.

2.3 Steadlo does not employ Carers

Carers are independent care professionals and are not employees, workers, agents or representatives of Steadlo. Steadlo does not provide Carers with employment benefits.

2.4 Steadlo does not supervise care quality

Steadlo does not supervise, direct, manage or control how care is delivered day to day. Carers remain responsible for the services they provide. Care Seekers, including families and care providers, remain responsible for selecting a Carer who is suitable for their needs.

• “Carer”: an independent care professional who offers or delivers care services through the Platform.
• “Care Seeker”: anyone booking or managing care through the Platform, including individuals, families, providers, care homes, organisations and authorised representatives.
• “Shift”: a booked period of care arranged through the Platform.
• “Platform Fee”: Steadlo’s fee, currently 20% per completed hour on completed Shifts.
• “Payment Providers”: third parties that process payments or payouts, such as Stripe.
• “Auto-Release Deadline”: 12 hours after the Shift end time, unless a dispute is raised before that time.
• “Good Practice”: the care delivery standard defined in Section 11.

You must be at least 18 and able to enter into a legally binding contract to use the Platform.

You agree to:

• provide accurate and current information;
• keep your login details secure;
• use the Platform only for lawful purposes; and
• accept responsibility for activity under your account.

We may suspend or close accounts for safety, fraud, compliance reasons or breach of these Terms.

5.1 Steadlo sets prices

Steadlo sets the hourly prices displayed on the Platform. Prices may vary by location, time, role type, urgency and other factors. Prices may change from time to time.

Unless explicitly stated at booking, a confirmed booking price applies to that Shift.

5.2 Platform fee

Steadlo charges a 20% Platform Fee, excluding VAT, per completed hour on completed Shifts booked through Steadlo. You will be shown the price and applicable fee breakdown before confirming a booking.

5.3 Taxes

• Care Seekers are responsible for their obligations as customers of services.
• Carers are responsible for their own tax and National Insurance obligations, filings and compliance; see the Carer terms.

Payments are processed through Payment Providers, such as Stripe. By using the Platform, you agree to comply with the Payment Providers’ terms.

Steadlo does not store full card details. Payment details are handled by the Payment Providers.

You must not:

• request or accept off-platform payment for any Shift arranged through Steadlo;
• try to move a Steadlo-introduced relationship off the Platform to avoid fees; or
• encourage others to do so.

A breach may result in immediate removal from the Platform and recovery action for unpaid fees where permitted by law.

Steadlo may carry out verification and screening steps for safety and trust. Checks may include, as applicable, identity, right to work, DBS-related information or verification outcomes, references, training evidence and other checks.

Steadlo uses standard third-party verification providers where appropriate. Checks reduce risk but are not a guarantee of suitability, competence, safety or quality.

Care Seekers remain responsible for verifying that a Carer is suitable for their specific needs before accepting or continuing with a booking. Carers remain responsible for the accuracy of all information they provide.

The Platform may include messaging, reviews and community features. You must follow these rules of engagement:

• be respectful and lawful;
• no harassment, abuse, threats, discrimination or exploitation;
• no false, misleading or defamatory statements;
• no unlawful sharing of another person’s private information; and
• no off-platform payment requests or solicitation.

Steadlo may, but is not required to, moderate content, intervene in disputes, restrict features, remove content or suspend or terminate accounts where necessary for safety, compliance or Platform integrity.

Steadlo maintains group insurance intended to cover Carers only while delivering Shifts booked and completed on the Platform. Off-platform engagements are not covered.

Insurance is subject to the insurer’s terms, conditions, exclusions, limitations and claims processes. Insurance is not a guarantee.

For the purposes of these Terms, “Good Practice” means care delivered in a way that is:

• person-centred: respecting dignity, preferences and needs;
• safe: risk-aware and careful, with incident reporting and safeguarding escalation where appropriate;
• competent: only performing tasks within training and competence, and declining tasks outside competence;
• professional: maintaining appropriate boundaries, respectful communication and no discrimination or harassment;
• confidential: respecting privacy and only using personal data for care delivery; and
• reliable: being punctual, recording time accurately and communicating early about delays or changes.

• Steadlo does not provide care and does not supervise care quality.
• Steadlo does not guarantee the conduct, performance or suitability of any user.
• You use the Platform at your own risk, subject to legal protections that cannot be excluded.

To the maximum extent permitted by law:

• Steadlo is not liable for indirect or consequential losses, such as loss of profit, business or goodwill.
• Steadlo’s total liability to you in any 12-month period is limited to the Platform Fees paid to Steadlo by you in that period, or £100, whichever is higher.

Nothing excludes liability that cannot legally be excluded, including liability for death or personal injury caused by Steadlo’s negligence or fraud.

We may update these Terms from time to time. If changes are material, we will take reasonable steps to notify you. Continued use after the effective date means you accept the updated Terms.

We may suspend or terminate accounts for breach, fraud, safety risks or unlawful activity.

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where consumer law requires otherwise.

You agree that you are responsible for:

• providing accurate booking information, including needs, location, schedule, risks and access instructions;
• ensuring a safe environment for care delivery;
• treating Carers lawfully and respectfully; and
• verifying the suitability of a Carer for your needs before accepting or continuing with a booking.

Steadlo may provide verification information and Platform records. You must still apply your own judgment.

When you book:

• you agree to pay the displayed price for the Shift;
• you agree to Platform timekeeping and confirmation rules in Section 18; and
• you agree to use in-app communication for coordination and record-keeping.

18.1 How time is recorded

Carers record time using the Start Shift and End Shift buttons in the app. Care Seekers do not start Shifts.

18.2 Editing hours

Care Seekers cannot manually edit hours. You will be asked to confirm completion based on the recorded time.

18.3 Confirmation triggers instant release

After the Shift ends, you will be prompted to confirm completion or raise a dispute.

If you confirm completion, you authorise immediate release of the held payment to the Carer. Payment is released immediately upon your confirmation.

18.4 Auto-release after 12 hours

If you do not confirm completion or raise a dispute, payment will be released automatically 12 hours after the Shift end time, unless a dispute is raised before the Auto-Release Deadline.

18.5 Raising a dispute

If anything is wrong, including the hours, attendance, lateness, conduct or a mismatch with agreed expectations, you must raise it:

• before confirming completion; and
• before the Auto-Release Deadline.

If a dispute is raised in time, Steadlo may pause release in full or in part while reviewing available Platform records and any reasonable evidence.

18.6 No refunds after release

Because funds are released immediately on confirmation and may be released automatically after 12 hours, Steadlo generally cannot reverse payments once released, except where required by law.

If you confirm in error or seek compensation after release, that must be pursued directly with the Carer. Steadlo may provide administrative support, such as Platform booking records where lawful, but does not refund on the Carer’s behalf after funds are released.

18.7 Platform fees after release

Once the Platform Fee has been earned and released to Steadlo, including administration and transaction costs already incurred, it is not refundable except where required by law.

You can cancel or change a Shift through the Platform. Any cancellation rules and charges, if applicable, will be displayed at the point of cancellation or change.

If you operate an organisation or provider account, you are responsible for ensuring your administrators follow these rules.

You acknowledge and agree that:

• the Carer is responsible for care delivery and outcomes;
• Steadlo does not supervise care quality; and
• you will not hold Steadlo responsible for the Carer’s acts, omissions, conduct or care quality.

20.1 Indemnity (Care Seekers)

To the extent permitted by law, you agree to indemnify and hold Steadlo harmless from claims, liabilities, costs or proceedings arising from:

• the Carer’s acts, omissions or conduct; and/or
• the quality, outcomes or suitability of care delivered by the Carer,

except to the extent caused by Steadlo’s proven negligence or breach of these Terms.

You confirm that you are an independent care professional and not an employee or worker of Steadlo. You control whether you accept work and remain responsible for your professional conduct and compliance with the law.

You agree to:

• provide accurate information and documents during onboarding and throughout your use of the Platform;
• comply with applicable law, safeguarding duties and professional standards;
• deliver care in line with Good Practice in Section 11;
• keep appropriate boundaries and behave professionally;
• record time accurately using Start Shift and End Shift; and
• communicate promptly about delays, inability to attend or risks.

You agree to complete verification steps Steadlo reasonably requires and to cooperate with standard third-party verification providers. If you provide false, misleading or outdated information, your account may be suspended or terminated.

24.1 Start Shift and End Shift buttons

You must start and end Shifts accurately in the app. Failure to do so can lead to disputes, delayed release, restrictions or removal.

24.2 Payment release

Payment is released:

• immediately when the Care Seeker confirms completion; or
• automatically 12 hours after the Shift ends if the Care Seeker takes no action and no dispute is raised.

If a dispute is raised in time, release may be paused pending review.

You are covered by Steadlo’s group insurance only when delivering Shifts booked and completed on the Platform. Off-platform work is not covered. Insurance is subject to the insurer’s terms and exclusions.

You are solely responsible for your own:

• tax filings and payments;
• National Insurance contributions;
• any PAYE arrangements where applicable;
• pension obligations, if any; and
• compliance with HMRC requirements.

26.1 Indemnity (employment status, tax, PAYE and National Insurance)

To the extent permitted by law, you agree to indemnify and hold Steadlo harmless from any claim, liability, cost, demand or proceeding arising from or related to:

• any allegation that you are an employee, worker or agent of Steadlo; and/or
• any claim for employment benefits, holiday pay, sick pay, pension, PAYE or National Insurance contributions purportedly owed by Steadlo in connection with your activities.

You are responsible for the care you provide and its quality, including compliance with Good Practice and applicable laws.

27.1 Indemnity (care quality)

To the extent permitted by law, you agree to indemnify and hold Steadlo harmless from claims, liabilities, costs or proceedings arising from your acts, omissions or conduct and the quality or outcomes of care you provide, except to the extent caused by Steadlo’s proven negligence or breach of these Terms.

You must not:

• fail to attend or repeatedly cancel without reasonable notice;
• misrepresent qualifications, identity, availability or experience;
• falsify time records;
• harass or discriminate against Care Seekers or care recipients; or
• request off-platform payments or attempt fee avoidance.

Steadlo may restrict, suspend or terminate your account where necessary for safety, trust or compliance.

Your personal data is handled under Steadlo’s Privacy Policy and Cookie Policy. These Terms do not replace them.

Questions about these Terms can be sent to [email protected].