Terms & Conditions

1. About Heems and How the Platform Operates

Heems is a digital marketplace and facilitation platform designed to enable individuals, families, and organisations in the United Kingdom to connect with independent, self-employed carers.

Heems does not provide care services and does not carry out any regulated activity under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Heems does not assess care needs, create care plans, supervise care, or direct how care is delivered.

Heems provides technology, structural framework, and safeguards to enable independent arrangements to be made directly between clients and carers. Any care arrangement entered into via the platform is established independently between those parties.

2. Role of Heems

Heems acts solely as a connector, introducer, and technology provider. The platform enables carers to present information regarding their experience, availability, and credentials, and enables clients to browse, compare, communicate, and make bookings.

Once a booking is confirmed, the care relationship exists solely between the client and the carer. Heems does not manage, supervise, direct, or control carers, and does not issue instructions regarding how services are performed.

Heems operates as an introductory agency under the Conduct of Employment Agencies and Employment Businesses Regulations 2003. Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between Heems and any carer.

3. Nature and Status of Carers

3.1 Independent and Self-Employed Status

All carers who use the Heems platform operate strictly as independent, self-employed individuals. Nothing in these Terms, nor in the operation of the platform, creates or is intended to create any relationship of employment, worker status, agency, partnership, joint venture, or representation between Heems and any carer.

Carers do not act on behalf of Heems and have no authority to bind, represent, or make commitments in the name of Heems.

3.2 Autonomy

Carers retain full control over how they use the platform and how they provide services, including but not limited to:

• setting their own availability, working hours, and geographic coverage;
• determining their own rates and pricing;
• choosing which bookings to accept, decline, or withdraw from (subject to cancellation terms); and
• agreeing directly with clients the scope, nature, and practical arrangements of any support provided.

Heems does not direct, supervise, manage, schedule, or control how carers perform services, nor does it issue instructions regarding the manner, method, or quality of care delivery.

3.3 Responsibility and Professional Accountability

Carers are fully and solely responsible for:

• the services they provide to clients and the manner in which those services are delivered;
• ensuring compliance with all applicable laws, regulations, tax obligations, and professional requirements relevant to their work;
• maintaining appropriate insurance cover for independent care work;
• operating strictly within the limits of their own competence, experience, and training; and
• declining, refusing, or withdrawing from any task, request, or booking that falls outside their abilities, is unsafe, unlawful, or prohibited under these Terms.

Carers acknowledge that Heems does not assess care needs, create care plans, approve tasks, or assume responsibility for service outcomes.

4. Verification and Trust Measures

4.1 Platform-Level Verification Only

Before being listed on the Heems platform, carers are required to complete certain verification checks. These checks are carried out solely to support platform integrity, user confidence, and risk management.

Verification is administrative in nature and does not constitute:

• endorsement of any carer;
• assessment of professional competence;
• supervision, direction, or management of care services; or
• confirmation that a carer is suitable for any specific client or circumstance.

Heems does not approve, certify, or regulate care provision and accepts no responsibility for the quality or outcome of services provided by carers.

4.2 Scope and Limitations of Verification

Verification checks may include, where applicable:

• confirmation of identity;
• right-to-work verification in the United Kingdom;
• validation of professional or character references;
• enhanced Disclosure and Barring Service (DBS) checks, where provided or required under platform policies.

Carers are required to provide a valid Enhanced DBS certificate issued within the last 24 months as part of the onboarding process. Documentation is reviewed at the point of registration; however, Heems does not conduct ongoing monitoring of DBS status. Carers remain responsible for ensuring that their certification remains valid and up to date.

Where a DBS certificate exceeds 24 months from its issue date, the carer's profile will be removed from public visibility, and the carer will not be able to view or apply for booking opportunities until an updated certificate is provided and accepted.

Verification information is reviewed at onboarding and may be subject to renewal requests at the platform's discretion.

Clients acknowledge that:

• verification processes do not replace their own judgement, enquiries, or due diligence; and
• Heems makes no representations, warranties, or guarantees regarding the suitability, reliability, conduct, or fitness of any carer.

5. Arranging Care Through Heems

5.1 Pre-Booking Communication

The platform enables clients and carers to communicate prior to confirming a booking in order to discuss availability, expectations, preferences, boundaries, and the type of support requested.

All discussions, representations, and agreements made during pre-booking communication are entered into at the sole discretion of the client and carer. Heems does not participate in, review, or validate these discussions.

5.2 Booking Confirmation and Contractual Position

Once a booking is confirmed through the platform:

• the booking details are recorded for administrative and payment purposes;
• any agreement relating to care exists exclusively between the client and the carer; and
• Heems is not a party to, and has no obligations under, the care arrangement.

5.3 No Care Oversight or Control

Heems does not:

• assess care needs or suitability;
• create or approve care plans;
• supervise, monitor, or evaluate care delivery;
• issue instructions to carers; or
• intervene in care provision or disputes relating to care quality.

All responsibility for care arrangements, delivery, outcomes, and compliance rests solely with the client and the carer.

6. Location Tracking (Optional)

6.1 Purpose and Function

Heems may offer optional location tracking functionality through its mobile application to support booking verification only. Where enabled, location data may be used solely to confirm that a carer has arrived at, and remained within, the agreed location for the duration of a confirmed booking.

This feature exists to support transparency and attendance confirmation and does not form part of care delivery, supervision, or quality assessment.

6.2 Consent, Control, and Lawful Processing

Location tracking is:

• entirely optional;
• activated only with the carer's explicit and informed consent; and
• capable of being disabled or withdrawn by the carer at any time.

All location data is processed in accordance with UK GDPR and applicable data protection laws. Data handling includes:

• data minimisation, collecting only what is necessary for attendance verification;
• encryption in transit and at rest;
• processing via regulated and compliant third-party service providers; and
• automatic deletion within seven (7) days, unless a longer retention period is required by law or for the resolution of disputes.

Heems does not access location data beyond what is strictly required for the stated purpose.

6.3 Limitations and No Monitoring

Location tracking:

• is not used to monitor, supervise, or manage carers;
• does not assess performance, conduct, safety, or quality of care;
• does not track activities within the property; and
• does not involve real-time intervention or oversight by Heems.

Clients acknowledge that location tracking confirms presence only and does not guarantee service delivery, outcomes, or quality.

Any misuse of the tracking feature may result in suspension or termination of access. Users agree to indemnify Heems against claims arising from improper use of location data.

7. Payments and Platform Fees

7.1 Payment Structure

All payments for services arranged through the Heems platform are made electronically via the platform. Clients pay the agreed booking value together with a separately identified platform service fee payable to Heems for the use of its technology, facilitation, and administrative services.

Heems acts solely as a payment facilitator and does not receive or hold payments as a trustee or agent for either party.

7.2 Carer Rates and Pricing

Carer rates are set independently by each carer. Heems does not set, recommend, negotiate, or influence pricing, availability, minimum hours, or service terms.

Any agreement relating to rates, duration, or scope of support is made directly between the client and the carer, and Heems is not responsible for pricing disputes.

7.3 Payment Processing

Payments are processed through regulated third-party payment service providers. Heems does not store full payment card details and is not responsible for payment processing delays, chargebacks, provider outages, or errors arising from third-party systems.

Use of the platform constitutes agreement to the payment provider's terms and conditions.

7.4 Fees and Deductions

Platform service fees are clearly displayed prior to booking confirmation. Fees are charged for platform access, booking facilitation, payment processing, verification systems, and administrative support.

Service fees are non-refundable once a booking has commenced or where a client cancels within 24 hours of the scheduled start time, except where a refund is permitted under the applicable cancellation, refund, payment or other provisions of these Terms, or where required by law.

8. Founding Carer Promotional Period

Heems may, at its discretion, offer eligible carers access to a Founding Carer promotional programme under which platform service fees are reduced or waived for a limited period.

8.1 Eligibility

The Founding Carer promotional programme is available only to carers selected by Heems, including but not limited to carers who join the platform during its initial launch phase. Eligibility is determined solely by Heems and may be limited by number, date of registration, location, or other criteria.

The promotional programme is:

• Personal to the eligible carer;
• Non-transferable;
• Subject to withdrawal, amendment, or discontinuation by Heems; and
• Subject to these Terms.

8.2 Promotional Period

Eligible Founding Carers will receive a six (6) month promotional period commencing from the date their profile is approved and activated on the platform, during which no platform service fees will be charged on completed bookings.

8.3 Platform Fees Following Promotional Period

Upon expiry of the promotional period, the standard platform fee structure in effect at that time shall apply. Any applicable platform fees will be clearly disclosed prior to booking confirmation or use of chargeable services.

8.4 Amendments

Heems reserves the right to amend platform fees or promotional terms from time to time, subject to reasonable prior notice. Any changes will be published via the platform and/or communicated directly to users.

9. Insurance and Liability

9.1 Carer Insurance

It is the sole responsibility of each Self-Employed Carer to obtain and maintain appropriate and valid insurance cover for the services they provide, including public liability insurance and any other insurance required by law or reasonably necessary for their work.

Self-Employed Carers must ensure that such insurance remains in force at all times while using the platform and must provide evidence of insurance upon request.

9.2 Client Responsibility

Clients are responsible for maintaining household insurance that provides adequate coverage for themselves and any self-employed carer. It is the Client's responsibility to ensure that any self-employed carer attending a booking has the appropriate insurance cover, together with any additional insurance requirements the Client may consider necessary.

9.3 Limitation of Liability

Heems is not liable for the acts, omissions, negligence, or breaches of clients or carers.

9.4 Indemnity

Clients and carers indemnify Heems against any losses, claims, or liabilities arising from platform use.

10. Cancellations and Refunds

10.1 Cancellation Method

All cancellations, amendments, or termination of bookings must be submitted through the Heems platform. Cancellations made outside the platform (including by phone, text, or direct message) will not be recognised for refund or dispute purposes.

10.2 Refund Eligibility

Eligibility for any refund is determined by:

• The timing of the cancellation;
• Whether the booking has commenced or been completed;
• Whether payment has been released to the carer; and
• The specific terms agreed between the client and the carer.

Heems does not guarantee refunds and makes no representations regarding refund outcomes.

10.3 Completion of Services

A booking is deemed fully fulfilled once the scheduled care period has ended. Any refund request submitted more than forty-eight (48) hours after the end of a completed booking will not be reviewed.

10.4 Carer Cancellations

Carers must not:

• Cancel confirmed bookings without a valid and reasonable cause;
• Engage in repeated short-notice cancellations; or
• Abandon a booking once care has commenced.

Heems reserves the right to investigate such conduct and may suspend or terminate carer accounts in accordance with platform policies.

10.5 Client Cancellations

Clients may cancel a booking through the platform at any time. Refunds are assessed against each scheduled day of care individually, based on the amount of notice provided:

• More than twenty-four (24) hours before the scheduled start time: the applicable day of care is eligible for a full refund.
• Within twenty-four (24) hours of the scheduled start time: the client is eligible for a 50% refund, with the remaining 50% allocated to the carer in respect of the late cancellation.

The twenty-four (24) hour period is measured continuously by reference to the scheduled start time of the relevant day of care. It is not measured by calendar days and does not depend on the date on which the booking was made. For example, where care is scheduled to begin at 2:00am, the twenty-four (24) hour point falls at 2:00am on the preceding day.

For a single-day booking, a cancellation made more than twenty-four (24) hours before the scheduled start time receives a full refund, while a cancellation made within twenty-four (24) hours receives a 50% refund, with the remaining 50% allocated to the carer.

Where a booking covers more than one day of care, each scheduled day is assessed separately on the same basis. Any day due to begin within twenty-four (24) hours of the cancellation is subject to the 50% refund rule, while each later day is eligible for a full refund.

A client who fails to attend the booking, or who is unavailable at the agreed start time without prior notice, is treated as having cancelled at the scheduled start time. In such circumstances, the booking is non-refundable.

10.6 Calculation of Refunds

Where a refund is due under clause 10.5, the amount refunded comprises:

• the agreed booking value of each day of care eligible for a full refund;
• the platform service fee attributable to those days; and
• 50% of the agreed booking value of each day of care cancelled within twenty-four (24) hours of its scheduled start time,

less the payment processing costs already incurred on the original transaction. Payment processing costs are charged by our payment provider at the point the booking is paid for and are not returned to Heems when a payment is refunded. The platform service fee attributable to any day that is not eligible for a full refund is retained.

Refunds are issued to the original payment method. This clause does not limit any refund a client is entitled to as a matter of law.

Heems reserves the right, at its sole discretion, to waive or amend this policy in exceptional circumstances.

10.7 No Refund Handling by Heems

Heems does not issue refunds or credits on behalf of carers and does not act as an arbitrator in refund disputes. Heems' role is limited to platform facilitation and payment processing support where technically possible.

10.8 Direct Refund Arrangements

Where a client and a carer mutually agree to a refund after payment has been released, any such refund must be handled directly between those parties. Heems is not a party to, and accepts no responsibility for, such arrangements or their outcome.

11. Live-In Care Arrangements

11.1 Facilitation Only

Heems facilitates introductions between clients and independent carers for live-in care arrangements only where both parties freely and expressly agree. Heems does not provide live-in care services and is not a party to any live-in care agreement.

11.2 No Direction or Control

Heems does not determine, impose, or control:

• Working hours or shift patterns;
• Rest periods, breaks, or time off;
• Living arrangements, accommodation standards, or household rules;
• Daily routines, duties, or methods of support; or
• Welfare, supervision, or performance management of carers.

All such matters must be agreed directly between the client and the carer.

11.3 Independent Agreement Between Parties

Clients and carers are solely responsible for discussing, agreeing, and documenting:

• The scope and nature of support to be provided;
• Expected availability and downtime;
• Boundaries, privacy, and household expectations;
• Accommodation arrangements (where applicable); and
• Practical matters such as meals, access to facilities, and communication.

Heems does not assess, approve, or monitor these arrangements.

11.4 Guidance Without Oversight

Heems may publish or share general, non-binding guidance on fair treatment, respectful conduct, rest, communication, and good practice in live-in arrangements. Such guidance is informational only and does not constitute supervision, management, or enforcement of live-in care arrangements.

11.5 Responsibility and Legal Compliance

All legal, health, safety, and welfare responsibilities arising from a live-in care arrangement rest solely with the client and the carer. Heems accepts no responsibility or liability for:

• Working conditions;
• Accommodation suitability;
• Compliance with employment, health and safety, or housing laws; or
• Any disputes arising from live-in arrangements.

12. Quality, Safety, and Professional Boundaries

12.1 No Supervision or Evaluation

Heems does not monitor, supervise, direct, assess, or evaluate the quality, performance, or outcomes of care or support provided by carers. Heems does not carry out care audits, inspections, or quality assessments.

12.2 Client Responsibilities

Clients are responsible for:

• Providing accurate, complete, and up-to-date information relevant to the support requested;
• Maintaining a reasonably safe, respectful, and suitable environment for the carer;
• Communicating expectations clearly and promptly; and
• Ensuring that requests made of carers remain within the scope of unregulated personal support.

12.3 Carer Responsibilities

Carers are responsible for:

• Delivering services safely, respectfully, and ethically;
• Operating strictly within the limits of their competence, experience, and training;
• Declining tasks that are unsafe, unlawful, or outside the scope of unregulated care;
• Raising concerns promptly where safety, wellbeing, or safeguarding issues arise;
• Complying with all applicable tax laws and reporting income earned through the Platform.

13. Safeguarding

Heems maintains internal protocols to support lawful reporting. Primary responsibility lies with external authorities:

• Immediate risk: emergency services (999)
• Safeguarding concerns: relevant local authority
• Criminal conduct: police (999 / 101)

Concerns relating to platform misuse may also be reported to [email protected]. Such reports are reviewed solely to protect the platform and do not constitute care supervision or oversight.

14. Scope of Support, Professional Boundaries and Prohibited Activities

14.1 Scope Limitation

Carers using the Heems platform may provide unregulated, non-clinical support only. Carers operate as independent, self-employed individuals and do not provide regulated, specialist, clinical, nursing, or healthcare services.

Carers must not represent themselves as healthcare professionals, nurses, medical practitioners, or regulated care providers, and must not undertake any task that requires professional healthcare qualifications, statutory registration, clinical supervision, or regulated oversight.

All services provided through the platform are limited to unregulated, non-clinical support tasks agreed directly between the client and the carer.

14.2 Prohibited Activities

Without limitation, carers must not undertake, assist with, or provide any of the following:

• Clinical or invasive procedures, including stoma care, catheter insertion, catheter changes, or any invasive bodily intervention (excluding the emptying or attaching of leg or night drainage bags);
• Enteral feeding, including PEG, NG, or any tube feeding;
• Wound care beyond basic first aid for minor cuts, abrasions, or grazes;
• Respiratory or life-support assistance, including ventilation, oxygen therapy, BiPAP, CPAP, or similar equipment;
• Medication administration, including the administration of controlled drugs, injections, suppositories, pessaries, enemas, or any medication requiring clinical judgement;
• Acts restricting liberty, including any action that may amount to a deprivation of liberty, restraint, or coercion;
• Medical monitoring or diagnosis, including observation requiring clinical interpretation or escalation protocols;
• Any task requiring professional healthcare training, nursing qualifications, medical certification, or regulated registration.

This list is illustrative and not exhaustive.

14.3 Guidance on Activities

14.3.1 Mobility and Physical Support

Carers must not perform lifting, hoisting, or manual handling beyond basic support. Where mobility concerns arise that exceed safe assistance, carers must advise clients to seek appropriate medical or professional support.

14.3.2 Catheter-Related Support

Carers may only assist with non-clinical tasks such as emptying or attaching leg or night drainage bags. All catheter insertion, removal, irrigation, or clinical management must be carried out by appropriately qualified healthcare professionals.

14.3.3 Skin Integrity and Wound Care

Carers may assist with basic hygiene relating to minor grazes only. Any open wounds, pressure sores, infections, or skin conditions requiring assessment, dressing, or treatment must be referred to appropriate healthcare services.

14.3.4 Medication Support

Carers may provide reminders or assistance with prompting only. Carers must not administer, prepare, alter, or handle controlled drugs, injections, suppositories, pessaries, enemas, or any medication requiring clinical judgement or authorisation.

14.3.5 Personal Grooming and Hygiene

Carers may support with non-invasive personal hygiene tasks such as washing, dressing, and oral hygiene. Carers must not cut nails, provide foot care, shave with blades where skin integrity may be compromised, or perform any task that could reasonably cause injury or infection.

14.3.6 Decision-Making and Authority

Carers must not make financial, legal, medical, or welfare decisions on behalf of a client. Carers must not act under a power of attorney, manage client finances, or restrict a client's liberty. Any concerns regarding capacity or consent must be referred to appropriate services.

14.3.7 Safeguarding and Escalation

Where a carer identifies a risk to health, safety, or wellbeing, they must pause the activity and advise the client to seek appropriate professional support. Immediate risks must be referred to emergency services. Safeguarding concerns must be reported in accordance with Heems' safeguarding procedures.

14.4 Responsibility to Decline Tasks

Carers must operate strictly within the limits of their own competence, experience, and training and must decline any task that:

• Falls outside unregulated personal support;
• Requires clinical, regulated, or specialist expertise; or
• Could reasonably place the client, carer, or others at risk.

Clients must not request, pressure, or expect carers to perform prohibited tasks.

14.5 Escalation and Alternative Support

Where a client requires support beyond the scope of unregulated personal support, carers must advise the client to seek assistance from appropriately qualified and regulated healthcare professionals or services.

14.6 Self-Management, Competence and Safety

Carers are solely responsible for ensuring that they accept and perform only those tasks that fall within their own skills, experience, competence, and training.

Carers must decline, discontinue, or withdraw from any task or booking where they reasonably believe it cannot be performed safely, lawfully, or within their personal competence.

Failure to comply with this section may result in suspension or termination of access to the Heems platform, without prejudice to any other rights or remedies available to Heems.

15. Regulatory Position

15.1 Platform Status

Heems operates solely as a digital marketplace and introduction platform that enables clients and independent carers to connect and make arrangements directly with one another. Heems does not provide care services, does not hold itself out as a care provider, and does not carry on any regulated activity within the meaning of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

15.2 No Care Management or Oversight

Heems does not:

• manage, supervise, monitor, direct, or control the delivery of care;
• assess care needs or produce care plans;
• determine how services are performed; or
• intervene in the day-to-day provision of care.

Accordingly, Heems is not registered with, regulated by, or subject to inspection by the Care Quality Commission (CQC).

15.3 Regulatory Responsibility

Any regulatory, legal, professional, or statutory obligations arising from the provision or receipt of care services rest solely with the individual client and the independent carer. Heems assumes no responsibility for compliance with care-related regulations, standards, or professional requirements.

16. Limitation of Liability

To the maximum extent permitted by law, Heems shall not be liable for any loss, damage, cost, or expense arising from or in connection with the use of the platform, including any care or support services arranged between clients and independent carers.

Heems does not provide care services and accepts no responsibility for the acts, omissions, conduct, performance, or outcomes of clients or carers using the platform.

Heems shall not be liable for any indirect, incidental, consequential, special, or economic loss, including (without limitation) loss of profit, loss of business, loss of goodwill, loss of opportunity, or anticipated savings, whether or not such loss was foreseeable.

Subject to applicable law, Heems' total aggregate liability to any user for all claims arising out of or in connection with the platform, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total platform service fees paid by that user to Heems in the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms limits or excludes any liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, or any statutory consumer rights under applicable legislation.

17. Use of the Platform at Your Own Risk

17.1 Assumption of Risk

All arrangements facilitated through the Heems platform are entered into voluntarily and at the sole discretion and risk of the client and the independent carer. Users acknowledge and accept that Heems does not control, manage, supervise, or deliver any care or support services and does not guarantee the quality, safety, suitability, availability, continuity, or outcome of any services arranged via the platform.

Users remain solely responsible for assessing the suitability of any arrangement, exercising their own judgement and due diligence before confirming a booking, and managing the relationship and outcomes arising from that arrangement.

17.2 Scope of the Platform

Heems provides a digital platform that enables users to discover, communicate with, and arrange services with one another. The platform offers technical functionality, payment facilitation, and administrative tools only.

Heems does not verify, warrant, or guarantee:

• the standard, quality, or outcome of any services arranged;
• the ongoing availability or reliability of any user;
• the accuracy or completeness of information provided by users; or
• that the platform will meet individual needs or expectations.

Use of the platform does not create any obligation on Heems to ensure the performance, suitability, or success of any arrangement made between users.

17.3 No Reliance

Users agree that they do not rely on any statement, representation, or assurance made by Heems (other than those expressly set out in these Terms) when deciding to use the platform or enter into any arrangement with another user.

17.4 Consumer Rights Preserved

Nothing in this section affects any statutory rights available to users under applicable consumer protection legislation, nor limits or excludes any liability that cannot be excluded by law.

17.5 General Prohibitions and Misuse of the Platform

Users must use the Heems platform lawfully, responsibly, and in accordance with these Terms at all times. In particular, users must not, whether directly or indirectly:

• attempt to bypass, avoid, or circumvent any platform rules, safeguards, booking processes, service fees, payment mechanisms, or technical restrictions;
• access, attempt to access, interfere with, or probe any non-public areas of the platform, systems, networks, databases, or security features without express authorisation;
• upload, transmit, distribute, or introduce any virus, malware, harmful code, or other material intended to disrupt, damage, interfere with, or impair the operation, security, or availability of the platform;
• impersonate any individual or entity, misrepresent identity, qualifications, experience, affiliations, or authority, or create accounts using false, misleading, or incomplete information;
• request, offer, or perform any unlawful, prohibited, regulated, or unsafe task, or encourage another user to do so;
• solicit, induce, encourage, or facilitate engagement, communication, payments, or arrangements outside the platform in order to avoid platform safeguards, fees, or oversight.

18. Third Party Rights

Except where expressly stated in these Terms, no person or entity who is not a party to this agreement shall have any right to enforce, rely upon, or benefit from any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

For the avoidance of doubt, these Terms are intended solely for the benefit of Heems and the registered users of the platform, and do not confer any rights, remedies, or benefits on any third party, including (without limitation) carers, clients, household members, relatives, advisers, insurers, or service providers, unless expressly stated.

Nothing in this section restricts or removes any legal rights a third party may have that arise separately from these Terms.

19. Termination and Account Suspension

19.1 Suspension or Termination by Heems

Heems reserves the right, at its sole discretion, to suspend, restrict, or terminate any user account (temporarily or permanently) with immediate effect and without prior notice where it reasonably determines that such action is necessary to protect the platform, its users, or its legal position.

Grounds for suspension or termination may include, but are not limited to:

• breach of these Terms, platform policies, or any applicable guidelines;
• provision of false, misleading, incomplete, or outdated information during registration, onboarding, or ongoing use;
• concerns relating to safety, safeguarding, misconduct, abuse, harassment, or inappropriate behaviour;
• failure to meet payment obligations, chargebacks, or disputed transactions;
• attempts to circumvent platform fees, processes, or safeguards, including arranging or accepting off-platform payments;
• failure by a carer to meet onboarding, verification, insurance, compliance, or eligibility requirements at any time;
• misuse of the platform, repeated complaints, or behaviour undermining trust or platform integrity;
• any use of the platform that exposes Heems to legal, regulatory, reputational, or operational risk.

Heems may take additional steps following suspension or termination, including withholding access to the platform, cancelling active bookings, retaining records for legal purposes, and cooperating with law enforcement or authorities where required.

Suspension or termination does not affect any rights, obligations, fees, or liabilities that accrued prior to the effective date of termination.

19.2 Termination by Clients

Clients may close their account at any time via the platform or by submitting a written request to Heems.

Account termination does not release the client from responsibility for any outstanding fees, charges, or obligations incurred prior to termination.

Any active or confirmed bookings at the time of termination remain subject to the applicable cancellation, refund, and payment terms set out in these Terms.

Where a client directly engages, continues to engage, or attempts to engage a carer introduced through the Heems platform outside of the platform, whether before or after account termination, Heems reserves the right to charge a fee equivalent to six (6) months of applicable platform service fees.

19.3 Termination by Carers

Carers may terminate their account at any time by ceasing use of the platform and providing notice through the platform or in writing.

Account termination does not automatically cancel confirmed or ongoing bookings. Carers remain responsible for fulfilling accepted bookings or providing appropriate notice in accordance with booking terms, unless otherwise agreed with the client.

Carers must not abandon a booking once commenced, except where immediate safety or safeguarding concerns require withdrawal.

Where a carer directly engages, continues to engage, or attempts to engage a client introduced through the Heems platform outside of the platform, whether before or after account termination, Heems reserves the right to charge a fee equivalent to six (6) months of applicable platform service fees.

Any unpaid platform fees, disputes, indemnities, or liabilities arising prior to termination remain enforceable following account closure.

20. Changes to the Platform

Heems reserves the right to modify, update, suspend, restrict, or discontinue any aspect of the platform, its features, functionality, policies, or services at any time. Continued use of the platform following any such changes constitutes acceptance of those changes.

21. Intellectual Property

All intellectual property rights in and relating to the Heems platform, including but not limited to the Heems name, trade marks, logos, branding, software, mobile application, website, databases, graphics, text, content, designs, source code, and all other materials made available through the platform, together with any associated registered or unregistered intellectual property rights, are owned by or licensed to Heems.

Subject to these Terms, Heems grants users a limited, non-exclusive, non-transferable, revocable licence to access and use the platform solely for its intended purpose.

Users must not copy, reproduce, modify, distribute, publish, transmit, reverse engineer, decompile, create derivative works from, commercially exploit, or otherwise use any part of the platform or its intellectual property without the prior written consent of Heems.

22. Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

23. Governing Law and Jurisdiction

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them, their subject matter, or their formation shall be governed by and construed in accordance with the laws of England and Wales.

Subject to any mandatory rights available to consumers under applicable law, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the use of the Heems platform.

Summary

Heems provides tools, transparency, and structure to enable independent care arrangements. Legal and regulatory responsibilities reside solely with the individuals providing and receiving care.

Use of the platform constitutes agreement to these terms and submission to the exclusive jurisdiction of the courts of England and Wales.