Contract: Visits Post 8th December 2025

Client-Carer Contract:Section titled Client-Carer%20Contract%3A

If you are a Client or a Carer, the terms below are applicable to you and shall prevail over conflicting terms unless expressly agreed otherwise in writing:Section titled If%20you%20are%20a%20Client%20or%20a%20Carer%2C%20the%20terms%20below%20are%20applicable%20to%20you%20and%20shall%20prevail%20over%20conflicting%20terms%20unless%20expressly%20agreed%20otherwise%20in%20writing%3A

Definitions of terms:Section titled Definitions%20of%20terms%3A

• “PrimeCarers” means the online marketplace for care provided via the PrimeCarers platform.
• “Carer(s)” means individuals working on a self-employed basis, delivering care services via the PrimeCarers platform.
• “Client(s)” means individuals using the marketplace service to search for care, engaging with carers and entering a contractual relationship with carers.
• “Patient(s)” means the person receiving the care. They may also be a client, however, in most cases tend to be a family member or guardian.

Introduction:Section titled Introduction%3A

The specifics of this agreement (i.e. pricing, dates and times of visits) are generated and stored in the PrimeCarers database and are accessible on request. This document forms the broad outline and key terms of the agreement and, where specifics are relevant, this will be flagged up to the client, bringing the relevance of external data to the reader’s attention.

This agreement is the standard agreement between Clients and Carers operating over the PrimeCarers platform (known as Helper.community LTD on Companies House).

The details stored on the PrimeCarers platform, including visit times, pricing, duration and any agreed variations, form an integral part of this agreement and are contractually binding.

General terms:Section titled General%20terms%3A

This is an agreement between the carer and the client, whose specific identity is created on the agreement of work to be done, for the provision of services, arranged through the PrimeCarers platform.

Each party agrees to work together in good faith and to the best of their ability to optimise the level of care provided to the patient, with the carer retaining full autonomy over how the services are performed.

Party specific terms:Section titled Party%20specific%20terms%3A

The Carer agrees to:

• Treat the client with respect, courtesy, fairly and without discrimination.
• Recognise the wishes of the Client as guidance in the provision of the tasks outlined in any formal care plan and/or as outlined in the visit details on the PrimeCarers website. Any information provided by the Client, including routines, care plans, schedules, preferences or other contextual information, is understood to be informational only and does not constitute direction, supervision, or control. The Carer retains full professional discretion over how the services are performed.
• Provide the services as independently agreed between the parties, including any subsequent variations confirmed in writing following conversations, or in the care plan, or any associated patient information, including medication schedules and specific condition information.
• Cooperate, where appropriate, with the Client and Patient regarding any major risks, or any third party, that could affect the provision of the services agreed.
• Maintain reasonable communication between themselves and the client with regards to the services requested and provided to the patient.
• Provide services with reasonable skill and care appropriate to their experience and qualifications.
• Not undertake work that he/she feel unqualified to perform and, where appropriate, inform the client so alternative arrangements can be made.
• Use reasonable efforts to work with anyone the client or patient has chosen to advocate on the patient’s behalf. This might be a family member, friend or somebody in their existing circle of support, including doctors and other third parties.
• Respect the confidentiality of the client and the patient in all contact with other organisations and individuals, outside of the provision of the services agreed.
• The carer acknowledges that this agreement imposes no obligation on the client or their representative to provide the carer with any additional assignments, beyond the agreed notice period. PrimeCarers receives only such information as is necessary to operate the platform, process payments, and provide administrative support. PrimeCarers does not supervise or monitor the Carer’s work.
• The carer is responsible for determining the manner in which the services are performed.
• The carer is responsible for providing any equipment they require to perform the services.

The Client agrees to:

• Treat, and ensure the patient treats, the carer with respect and courtesy.
• Provide a safe working environment and cooperate with the Carer regarding any reasonable Health and Safety concerns. The Carer remains responsible for determining whether the environment is safe for them to work in and may cease work if they reasonably believe conditions are unsafe.
• Provide carers with clear information and clarification. This does not amount to direction or supervision.
• Provide full and accurate information, in advance and on an ongoing basis, regarding any known risks relevant to the provision of care, including mobility issues, handling requirements, cognitive impairment, challenging behaviours, safeguarding concerns, communicable illnesses or infections, environmental hazards, or any other factors that may impact the Carer’s ability to work safely and appropriately. The Client agrees to update the Carer promptly if circumstances change.
• Maintain reasonable communication between themselves and the carer, with regards to the services requested and provided to the patient.
• Ensure access to any location is provided in a timely manner, so that the carer may work with the patient. If the carer is unable to carry out the agreed tasks, provided that the Carer was available and willing to work and the failure arose solely from the Client or Patient's actions or omissions, the carer may charge the agreed fee for that visit, provided that the carer takes reasonable steps to minimise any unnecessary cost to the Client.
• Inform the carer if, for some reason, the patient is unable to receive the service as agreed due to illness, appointments or not being available for any other particular reason as soon as possible.
• Rate the carer during and/or at the end of their work with them, and provide feedback directly or published online when requested, or when they feel appropriate, at the level of anonymity they feel is appropriate. Any rating or feedback does not constitute supervision, performance management, or control.
• Not to pressure the carer into providing services that the carer feels unable to provide safely.
• Pay all fees on time and in full.
• Acknowledge that this agreement imposes no obligation on the carer, or their representative, to provide any additional care.
• The client may specify desired outcomes but may not direct or supervise how the carer performs the services.

Lateness;Section titled Lateness%3B

The Carer should make reasonable efforts to notify the Client of material delays. The client may end the contract due to continual lateness, in accordance with the below cancellation policy.

Breaks;Section titled Breaks%3B

As a self-employed contractor, the carer is responsible for managing their own rest breaks. Where a break is required, the Carer may agree suitable times with the Client but retains discretion over managing their own rest periods. For Live-in care, it is generally expected that the carer will have opportunities for rest, which the parties may agree between themselves. The timing and structure of any rest periods remain at the discretion of the Carer and are not monitored or directed by the Client.

If suitable times for rest are proving difficult, the carer and client may discuss adjustments to the schedule.

Fees;Section titled Fees%3B

Fees for the services will be as agreed in the initial offer and, in accordance with the PrimeCarers terms of service, to be found on the PrimeCarers website.

Bank holidays will be charged at one and a half times the carer's normal rate, and Christmas day will be charged at 2 times the carer's normal rate.

Travel expenses are not charged unless expressly agreed in advance between the parties.

Invoices and Payment;Section titled Invoices%20and%20Payment%3B

Invoices are automatically compiled from the information entered by the Client and Carer on the PrimeCarers platform. PrimeCarers does not produce, validate, or verify the content of invoices, and relies entirely on the information supplied by the parties.

The Client and the Carer are jointly responsible for ensuring that all bookings are accurate before invoices are issued. Payments are processed automatically based on those bookings. In the event of any disagreement regarding bookings or charges, the Client and Carer are solely responsible for resolving the issue and updating the booking accordingly. PrimeCarers does not determine, adjudicate, or influence the outcome of such disagreements. PrimeCarers’ involvement in invoicing and payment processing is purely administrative and does not create any contractual obligations between PrimeCarers and either party.

Expenses;Section titled Expenses%3B

The carer shall be entitled to be reimbursed by the client for all out of pocket expenses wholly, exclusively and properly incurred in the performance of the services subject to the carer providing the client with vouchers, receipts or other evidence of the actual payment of such expenses and subject to the arrangement being specifically agreed in advance by the client. This excludes travel expenses.

Travel expenses may be agreed separately in advance.

Travel expenses and travel-related charges are not included unless expressly agreed in advance between the parties, and any such agreement must specify the rate and circumstances under which travel is chargeable. Any such agreement must be recorded in writing.

Tax Liabilities;Section titled Tax%20Liabilities%3B

The carer and the client declare and confirm that parties intended that the carer shall have the status of a self-employed person and shall be responsible for all income tax liabilities and national insurance or similar contributions in respect of his or her fees, and accordingly the carer hereby agrees to indemnify the client in respect of any claims that may be made by the relevant authorities against the client in respect of income tax and national insurance or similar contributions relating to the services under this agreement.

Confidentiality;Section titled Confidentiality%3B

The carer acknowledges that, during this agreement, he or she is likely to obtain confidential information concerning the patient’s or client’s personal and public affairs. As such, the carer agrees that he/she shall:

• not use confidential information other than directly in service of the client in connection with the provision of services.
• not at any time disclose or divulge to any other person, except where required by law, necessary for emergency medical care, for legitimate insurance or legal purposes, or to a substitute Carer where limited information is needed to ensure continuity of care. Only information reasonably necessary for continuity and safety of care shall be shared with a substitute.

The restrictions set out in the privacy policy shall cease to apply to information or knowledge which comes into the public domain.

The client and the carer agree to comply with all applicable data protection legislation, including but not limited to the UK GDPR and the Data Protection Act 2018 and any subsequent amendments. Further restrictions may be imposed only with the consent of both parties.

Communications;Section titled Communications%3B

Any communication to be given pursuant to the terms of this agreement shall be in writing and shall be delivered by email, WhatsApp or other email/chat services on the PrimeCarers Platform.

A communication is deemed received when the recipient provides written acknowledgement or when the sender receives an automated delivery or read confirmation from the relevant platform.

Dispute Resolution;Section titled Dispute%20Resolution%3B

In the event of a dispute arising out of or in connection with this contract and which has not been resolved following discussions or negotiations between a person or persons appointed or authorised by the client and the carer, then they undertake to attempt to settle the dispute by engaging in good faith with the other, in a process of non-binding mediation before commencing arbitration or litigation. Any assistance PrimeCarers provides is limited to facilitating communication and does not involve determining rights, obligations, or liabilities of either party.

Indemnity;Section titled Indemnity%3B

The carer further guarantees to the client that, when requested, they will take out and maintain throughout the term of this agreement, adequate insurance in respect of public liability insurance coverage, with an insurance office of repute to protect themselves against any liabilities arising out of this agreement.

Notices;Section titled Notices%3B

All notices shall be in writing and shall be deemed to have been duly given when delivered by email, WhatsApp or other email/chat provision service.

Either party may end the arrangement on giving 48 hours' notice for hourly care. For Live-in care, either party may end the arrangement on giving 7 days' notice. This comes into effect after 7 days have been worked, i.e. the carer has been present for 168hrs total, prior to which only 48 hours notice is required. The notice period applies only to visits already agreed. It does not create any obligation for either party to offer or accept future work.

In the event of cancellation by the client, the client agrees to pay the full cost, with the exception of unplanned hospitalisation, illness, or another reason agreed between the Client and the Carer only. PrimeCarers may facilitate communication between the parties but does not determine the outcome.

Where the Carer ends the arrangement without providing the required notice period, except in cases of illness or serious emergency, the Carer acknowledges that the Client may reasonably incur additional costs and disruption in securing alternative care.

In such circumstances, the Carer agrees that:

• They will not be entitled to payment for any future booked visits falling within the notice period, as those visits were not worked.
• The Client may recover any reasonable and foreseeable costs directly arising from the Carer’s failure to provide notice, including the cost of replacement care at an equivalent rate or any additional fees incurred to ensure the Patient’s immediate safety.

Nothing in this clause prevents a Carer from leaving immediately where remaining would endanger their own safety or where continuing the arrangement would be unreasonable.

Where the above exceptions are not met, the carer may choose to waive part or all of the cancellation fee, at their sole discretion.

Where the client or carer takes significant exception, they may request that PrimeCarers facilitate communication between the parties. Any waiver of fees remains a matter solely between the client and the carer, except where PrimeCarers chooses to cover such fees voluntarily.

Where agreed by both parties, the notice period as stated above may be changed to reflect the needs of the carer or the client. This must be stated in writing and consented to in writing by the other party, and will not take place under duress and will only come into effect after 48 hours of hourly care, or after 1 week in the case of live-in care, following the date of the agreement.

Status of the carer;Section titled Status%20of%20the%20carer%3B

The carer is a self-employed contractor and nothing in this contract will make them an employee, worker, agent or partner of the client or patient. This contract is for the provision of care and support services to the client or patient and does not create a contract of employment.

The carer may provide care or other services to other individuals or organisations. The client acknowledges that any substitution is a matter between the carer and the substitute and does not create an employment relationship.

The carer is responsible for their own financial risk and reward in providing the services.

The carer may arrange their work around other clients and commitments.

PrimeCarers’ Role:Section titled PrimeCarers%u2019%20Role%3A

PrimeCarers operates solely as an introductory and payment facilitation service. PrimeCarers is not a party to this agreement, does not provide care services, does not supervise or direct the Carer, and accepts no responsibility or liability for the actions, omissions, performance, or suitability of either party.

PrimeCarers’ assistance is administrative only. PrimeCarers does not manage, supervise, schedule, allocate, or oversee the delivery of care, and does not become involved in care planning, risk assessment, or decision-making relating to the services.

PrimeCarers is not responsible for vetting, supervising, or monitoring Carers or Clients during the arrangement, and is not responsible for safeguarding risks arising during the delivery of care. All safeguarding concerns must be addressed directly between the Client and Carer or to appropriate statutory bodies.

PrimeCarers does not review, maintain, verify, or update care plans or clinical information exchanged between the parties and bears no responsibility for the accuracy or completeness of such information.

PrimeCarers does not guarantee uninterrupted availability of the platform and is not liable for delays or failures arising from technical issues, maintenance, or third-party service interruptions.

PrimeCarers does not set, enforce, or control the commercial terms agreed between the Client and Carer, including pricing, cancellations, or the content or nature of the services.

Substitutions;Section titled Substitutions%3B

Carers have the right to substitute themselves for another suitably qualified carer at their sole discretion, subject only to reasonable client objections. PrimeCarers provides access to identity and verification information provided or uploaded by Carers or collected as part of PrimeCarers’ standard verification processes. PrimeCarers does not assess, recommend, warrant or guarantee the suitability or capability of any Carer or substitute. Use of this information is entirely optional for both parties and does not affect the Carer’s right to substitution.

The carer is responsible for arranging, paying, and managing any substitute. Any information shared with a substitute shall be limited to what is reasonably necessary for continuity and safety of care. The substitute acts as an independent professional and not as an employee, agent, or subordinate of the Carer.

A reasonable objection by the Client may include concerns about the substitute’s qualifications, safety, legal eligibility to work, or ability to meet the agreed care needs.

No Employment;Section titled No%20Employment%3B

Nothing in this agreement shall be deemed to render the carer an employee of the client. This agreement does not create any mutual obligation between the carer and the client.

Force Majeure;Section titled Force%20Majeure%3B

Neither party shall be liable for any delay or failure to perform its obligations under this Agreement (other than payment obligations) if such delay or failure is caused by an event beyond that party’s reasonable control, including but not limited to: extreme weather, natural disasters, fire, flood, epidemic, terrorism, civil unrest, war, power or transport outages, or governmental restrictions.

The affected party shall notify the other as soon as reasonably practicable and shall use reasonable efforts to resume performance once the force majeure event has ended.

Severability;Section titled Severability%3B

If any provision of this agreement is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision shall be severed and the remainder of the provisions of this agreement shall continue in full force and effect as if this agreement had been executed with the illegal or unenforceable provision eliminated.

Termination of Agreement;Section titled Termination%20of%20Agreement%3B

Either party may terminate this Agreement in accordance with the applicable notice period set out in the cancellation policy, unless immediate termination is required for safety or serious misconduct.

For live-in arrangements, the Carer’s presence in the Client’s home is conditional on the ongoing consent of the Client. If the Client wishes to end the arrangement immediately due to safety concerns, serious misconduct, or a breakdown in trust, the Client may require the Carer to leave the premises. This requirement relates solely to access to the Client’s property and does not constitute supervision, direction, or control over how the Carer performs their services. The Carer shall make reasonable efforts to leave within a practicable period, taking into account transport availability, personal safety, and the wellbeing of the Client or Patient. Both parties agree to act reasonably and cooperatively to facilitate a safe and orderly departure.

Immediate termination does not waive any outstanding payment obligations owed to the Carer.

Survival of causes of action;Section titled Survival%20of%20causes%20of%20action%3B

The termination of this agreement, howsoever occurring, shall not affect the rights and liabilities of the parties already accrued at such time, nor affect the continuance in force of such of its provisions as are expressed as or capable of effecting such termination.

Waiver;Section titled Waiver%3B

Failure of any party to insist upon strict performance of any provision of this agreement or the failure of any party to exercise any right or remedy to which he or she is entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this agreement.

No waiver of any of the provisions of this agreement shall be effective unless it is expressly stated to be such and agreed to in writing by the carer and the client.

Law and Jurisdiction;Section titled Law%20and%20Jurisdiction%3B

This Agreement is governed by the laws of England and Wales and the parties submit to the jurisdiction of the Courts of England and Wales.