Terms of Service

These Terms of Service (“Terms”) are a legal agreement between you and Carewise AI Ltd (company number 17280098, registered in England and Wales) (“Carewise”, “we”, “us”, “our”). They govern your use of the Carewise website and application (the “Service”).

Please read them carefully. By ticking “I agree to the Terms of Service” when you create an account, you confirm you accept these Terms. If you do not accept them, please do not use the Service.

1. About Carewise — and what it is not

Carewise is a support tool for people caring for an elderly relative or friend. It provides general information and practical guidance, an AI-powered chat assistant, a personal care profile, and related features.

Carewise is not, and does not provide:

• Medical advice or care. Nothing in the Service is medical advice, diagnosis, or treatment, and it is not a substitute for a qualified healthcare professional. Always consult a GP, pharmacist, NHS 111, or another suitable professional about health decisions.
• An emergency service. If someone is in immediate danger or needs urgent medical help, call 999 (or 112) straight away. Carewise must never be relied on in an emergency.
• Legal advice. Information about matters such as Power of Attorney or care funding is general information only, not legal advice. Consult a solicitor for your specific situation.
• Financial or regulated advice. Information about benefits, care costs, or funding is general information only. It is not financial advice and is not regulated by the Financial Conduct Authority. Consult a qualified adviser before making financial decisions.

AI-generated content. Parts of the Service, including the chat assistant, are generated by artificial intelligence. AI can be inaccurate, incomplete, or out of date, and may occasionally produce information that is wrong. You must use your own judgement and verify anything important before acting on it. We do not warrant that any AI output is accurate or suitable for your circumstances.

You remain responsible for all decisions you make about the care of yourself or another person.

2. Who can use Carewise

To use the Service you must:

• be at least 18 years old;
• have the legal capacity to enter into these Terms; and
• use the Service for the personal purpose of supporting care, not for any commercial or professional caregiving business unless we have agreed that in writing.

The Service is intended for use in the United Kingdom and the information is written for a UK context.

3. Your account

You are responsible for your account and for keeping your login details secure. You agree to give accurate information when you register and to keep it up to date. You must not share your account or let anyone else use it. Tell us promptly at support@care-wise.co if you think your account has been accessed without your permission.

We may suspend or close accounts that we reasonably believe have been compromised, or that are being used in breach of these Terms.

4. Information about the person you care for

The Service lets you store information about the person you care for, which may include health and other sensitive details. By entering that information, you confirm that:

• you have a genuine caring role or relationship with that person; and
• you are entitled to provide their information to us for the purpose of using the Service (for example, because you hold a relevant authority, have their consent, or are acting in their best interests where they are unable to consent themselves).

You are responsible for the information you enter about another person. How we handle all personal data, including this information, is explained in our Privacy Policy, which forms part of your use of the Service.

5. Subscriptions, payment and renewal

Free and paid access. Some features may be available free or on a trial basis. Full access to the Service requires a paid subscription.

Price. The current subscription price is shown to you before you subscribe, including VAT where applicable.

Payment. Payments are taken by our payment provider, Stripe. By subscribing, you authorise us (through our provider) to charge your chosen payment method for the subscription, including on each renewal, until you cancel.

Automatic renewal. Your subscription renews automatically at the end of each billing period at the then-current price, unless you cancel before the renewal date. We will make it straightforward to cancel at any time from within the Service.

Price changes. We may change the subscription price. If we do, we will give you at least 30 days’ notice by email before the change takes effect, and the new price will apply from your next renewal after that notice. If you do not want to continue at the new price, you can cancel before it takes effect.

Failed payments. If a payment fails, we may retry it and may suspend or downgrade your access until payment is made.

6. Cancellation and refunds

Cancel any time. You can cancel your subscription at any time from within your account. Cancellation stops the next renewal; you keep access until the end of the billing period you have already paid for.

Your 14-day cancellation right. Because you sign up online, you have a legal right to cancel within 14 days of subscribing and receive a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To use this right, tell us within 14 days at support@care-wise.co or by cancelling in the app.

If you start using the Service during those 14 days. By subscribing and using the Service immediately, you ask us to begin providing it during the 14-day period. You may still cancel within the 14 days, but we may deduct an amount proportionate to the service already provided up to the point you told us you wanted to cancel.

After the 14 days. Subscriptions are otherwise non-refundable except where you have a legal right to a refund, including under the Consumer Rights Act 2015.

7. Acceptable use

You agree not to:

• use the Service for anything unlawful, harmful, or fraudulent;
• enter content that is unlawful, abusive, defamatory, or infringes anyone’s rights;
• attempt to gain unauthorised access to the Service, other accounts, or our systems;
• copy, scrape, reverse-engineer, resell, or commercially exploit the Service or its content, except as these Terms allow;
• use the Service to build or train a competing product or service, including any AI or machine-learning model;
• introduce malware, or interfere with, overload, or disrupt the Service; or
• misrepresent your identity or your relationship to the person you care for.

We may remove content and suspend or end access if you breach this section.

8. Human support (where offered)

From time to time we may offer access to human support, such as the ability to join a waitlist for, or to book, a call with an adviser. Where this is available:

• any guidance from a human adviser is general support and information, provided on the same basis as the rest of the Service, and is not medical, legal, financial, or other professional advice unless we expressly state otherwise in writing;
• availability, scope, and any additional charges will be made clear to you at the time; and
• we may add, change, or withdraw human support features at any time.

9. Our content and your content

Our rights. We (and our licensors) own the Service and all content we provide, including text, guides, software, design, and branding. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Service for your own caring purposes while these Terms are in force. We keep all rights not expressly granted to you.

Your content. You keep ownership of the information and content you enter (“Your Content”). You grant us a licence to host, store, process, and use Your Content only as needed to provide and improve the Service and as described in our Privacy Policy. You are responsible for Your Content and confirm you have the right to provide it.

Feedback. If you send us suggestions or feedback, we may use them freely without any obligation to you.

10. Availability of the Service

We aim to keep the Service available but we provide it on an “as is” and “as available” basis. We do not guarantee that it will be uninterrupted, error-free, secure, or available at any particular time. We may change, suspend, or withdraw all or part of the Service, and we may carry out maintenance, with or without notice.

11. Disclaimers

To the fullest extent the law allows, and subject to Section 12:

• we give no warranties, conditions, or guarantees about the Service or any content beyond those that cannot be excluded by law;
• we do not warrant that any information or AI output is accurate, complete, current, or fit for any particular purpose; and
• you use the Service, and rely on any information from it, at your own risk and judgement.

Nothing in these Terms removes or limits your rights as a consumer under the Consumer Rights Act 2015 or other laws that cannot be excluded.

12. Our liability to you

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any other liability that cannot be limited or excluded under English law.

Subject to that:

• we are not liable for any loss that was not reasonably foreseeable, for any business losses (such as loss of profit, revenue, or opportunity), or for any indirect or consequential loss;
• we are not liable for any decision you make, or action you take or do not take, in reliance on the Service or any content or AI output; and
• our total liability to you for all claims arising out of or relating to the Service in any 12-month period is limited to the greater of (a) the total amount you paid us for the Service in that period, or (b) £100.

We are not responsible for any failure or delay caused by events beyond our reasonable control.

13. Your responsibility for misuse

If you break these Terms, use the Service unlawfully, or provide content or information about another person that you were not entitled to share, and that causes us loss or a third-party claim, you agree to be responsible for the reasonable, foreseeable losses that result. This does not apply to the extent the loss is caused by us, and it does not affect your rights as a consumer.

14. Suspension and ending these Terms

You can stop using the Service and close your account at any time.

We may suspend or end your access, immediately and without refund where appropriate, if you materially breach these Terms, use the Service unlawfully, or where we reasonably need to in order to protect the Service, other users, or comply with the law. Where it is reasonable to do so, we will give you notice first.

When these Terms end, your right to use the Service stops. Sections that by their nature should survive (including content ownership, disclaimers, liability, and governing law) continue to apply. We will handle your data after closure as set out in our Privacy Policy.

15. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes to the Service or the law. If we make a significant change, we will give you reasonable notice by email or within the Service before it takes effect. If you continue to use the Service after that, you accept the updated Terms. If you do not accept them, you can cancel and stop using the Service.

16. Complaints and contact

If you have a problem or complaint, please contact us at support@care-wise.co and we will try to resolve it. We aim to acknowledge complaints promptly and respond within a reasonable time.

17. Governing law and where claims can be brought

These Terms and any dispute relating to them are governed by the law of England and Wales. You and we agree that the courts of England and Wales have jurisdiction, except that if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts, and nothing here removes the protection of the mandatory laws of the part of the UK where you live.

18. General

Whole agreement. These Terms and our Privacy Policy are the whole agreement between us about the Service.

If a term cannot be enforced. If any part of these Terms is found to be invalid or unenforceable, the rest continue to apply.

No waiver. If we do not enforce a term, that does not mean we give up our right to do so later.

Transfer. We may transfer our rights and obligations under these Terms to another organisation, for example if our business is sold; this will not affect your rights. You may not transfer yours without our agreement.

No third-party rights. No one other than you and us has any rights to enforce these Terms.

By creating an account and ticking “I agree to the Terms of Service”, you confirm that you are at least 18, that you have read and accept these Terms, and that you have read our Privacy Policy.