Terms of Service

SilverHelp is a matching service that connects families with trusted local professionals who can help their loved ones at home. We are not an employer of the professionals on our platform, nor are we a home care agency.

Our role is to:

• Review applications from professionals who want to join SilverHelp
• Request evidence of insurance and check references
• Match families with suitable professionals based on location and services needed
• Facilitate communication between families and professionals
• Provide updates to families about visits

When a professional visits your loved one, they do so as an independent professional, not as an employee of SilverHelp.

When you create a family account, you agree to:

• Provide accurate information about yourself and your loved ones
• Keep your login details secure and not share them with others
• Only add loved ones for whom you have appropriate authority to arrange services
• Provide accurate access instructions and any relevant information about your loved one's needs
• Be available to be contacted about service requests and visits

You are responsible for all activity that happens under your account. If you believe your account has been compromised, please contact us immediately.

Professionals must apply to join SilverHelp. By submitting an application, professionals agree to:

• Provide accurate information about their experience and qualifications
• Maintain valid public liability insurance for the services they offer
• Conduct themselves professionally and treat all clients with respect and dignity
• Arrive on time and communicate promptly about any changes
• Respect the privacy of families and their loved ones
• Not use SilverHelp to contact families for purposes other than the agreed services

Full terms for professionals are available in our Professional Terms.

We review all professional applications before accepting them onto SilverHelp. Our review process includes:

• Reviewing their application and experience
• Requesting evidence of public liability insurance
• Checking references where provided
• Assessing their professionalism and suitability

Important: While we take reasonable steps to review professionals, we do not conduct formal identity verification, DBS checks, or criminal background checks. We rely on information provided by professionals and may not be able to verify all claims. Families should exercise their own judgement and may request to see certificates or credentials directly.

When you submit a service request:

• We will try to match you with a suitable professional in your area
• Matching depends on availability and is not guaranteed
• You will be notified when a professional has been matched
• You can cancel a request before a professional has been booked

We do not guarantee that we can fulfill all requests. Some areas may have limited professional coverage, and some services may not be available in all locations.

SilverHelp is currently free for families to use. There are no joining fees for professionals during our launch period.

Payment for services is arranged directly between families and professionals. SilverHelp does not handle payments for services rendered and is not responsible for payment disputes.

We may introduce fees in the future. Any changes will be communicated in advance and will not affect existing bookings.

SilverHelp is a matching service. We connect families with independent professionals but we are not responsible for the work they perform or for any issues that may arise during or after a visit.

We are not liable for:

• The quality of work performed by professionals
• Any damage to property during a visit
• Personal injury or harm
• Theft or loss of items
• Any disputes between families and professionals

Professionals on our platform carry their own public liability insurance. If something goes wrong during a visit, you should contact the professional directly and, if necessary, their insurer.

We provide SilverHelp "as is" without warranties of any kind. We do our best to keep the service running smoothly but cannot guarantee uninterrupted access.

By using SilverHelp, you agree not to:

• Provide false or misleading information
• Use the service for any unlawful purpose
• Harass, abuse, or harm other users
• Attempt to circumvent our matching process
• Copy or reproduce any part of SilverHelp without permission
• Attempt to access accounts or data that doesn't belong to you

We reserve the right to suspend or terminate accounts that violate these terms.

We may update these terms from time to time. When we make significant changes, we will notify you by email or through the SilverHelp website.

Continued use of SilverHelp after changes have been made constitutes acceptance of the new terms. If you don't agree with updated terms, please stop using SilverHelp and contact us to close your account.

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

If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue to apply.