Terms and Conditions

How CarersDirect Works – Terms & Conditions

Effective Date: January 2026

Thank you for choosing CarersDirect.

These Terms & Conditions explain how CarersDirect operates, the role of our Platform and the responsibilities of CarersDirect, Care Seekers and Independent Self-employed Carers.

By using our Platform, you agree to these Terms & Conditions.

About CarersDirect

CarersDirect is an online introductory platform operated by TMS Health Ltd.

We introduce Care Seekers to Independent Self-employed Carers who independently provide support directly to individuals under a Support Arrangement agreed between themselves.

Important

CarersDirect is an introductory platform.

The contract for the Support Arrangement is between the Care Seeker and the Independent Self-employed Carer.

CarersDirect facilitates introductions and provides administrative services in connection with the Platform.

CarersDirect is not a party to the Support Arrangement and does not provide the Support Arrangement itself.

Meeting an Independent Self-employed Carer

CarersDirect introduces Care Seekers to Independent Self-employed Carers.

Before any Support Arrangement begins, you and the Independent Self-employed Carer will normally speak or meet to discuss your individual requirements and decide whether you both wish to proceed.

If you both agree to continue, the Support Arrangement is agreed directly between you and the Independent Self-employed Carer.

CarersDirect may undertake identity, Right to Work, DBS and other verification checks where considered appropriate. These checks assist the introduction process but do not guarantee an Independent Self-employed Carer's suitability, competence or future performance.

You remain responsible for deciding whether the Independent Self-employed Carer is suitable for your individual requirements.

Your Support Arrangement

Your Support Arrangement is agreed directly between the care seeker and the Independent Self-employed Carer.

Before any Support Arrangement begins, the Care Seeker and the Independent Self-employed Carer will normally discuss the Care Seeker's individual requirements and decide whether they both wish to proceed.

CarersDirect introduces Care Seekers to Independent Self-employed Carers and provides administrative services through the Platform.

CarersDirect is not a party to the Support Arrangement and does not provide, direct, supervise or manage the Support Arrangement.

This includes agreeing: The support required; the days and times support will be provided; visit duration; fees; the start date; and any future changes.

CarersDirect does not determine, supervise or manage your Support Arrangement.

Bookings & Payments

Once you and the Independent Self-employed Carer have agreed your Support Arrangement, CarersDirect maintains a booking record and facilitates payment through the Platform.

The booking record is maintained solely for administrative purposes and does not alter the agreement between you and the Independent Self-employed Carer.

If any booking details are incorrect, please let us know as soon as possible so that our records can be updated.

Complaints & Safeguarding

If you have a complaint about the Platform or payment processing, please contact CarersDirect.

If your complaint relates to your Support Arrangement or the support provided, you should first discuss this directly with your Independent Self-employed Carer.

If CarersDirect becomes aware of information suggesting that an adult may be at risk of abuse or neglect, we may share relevant information with the appropriate statutory authority where we believe it is necessary or appropriate to do so.

Introductions

If you wish to make arrangements outside the Platform with an Independent Self-employed Carer introduced by CarersDirect, please contact us before doing so, as separate terms may apply.

Privacy

We process your personal information in accordance with our Privacy Policy.

By using the Platform, you agree that we may use your personal information for the purposes of operating the Platform, maintaining booking records, facilitating payments and communicating with you about your Support Arrangement.

Liability

CarersDirect provides an introductory platform together with administrative services relating to the Platform.

To the fullest extent permitted by law, CarersDirect is not responsible for the acts or omissions of Independent Self-employed Carers or for the delivery of any Support Arrangement agreed between the Care Seeker and the Independent Self-employed Carer.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded under the laws of England and Wales.

Changes to these Terms

We may update these Terms & Conditions from time to time.

The latest version will always be available on our website and will apply from the date it is published.

Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you have any questions about these Terms & Conditions, please contact CarersDirect.