CONNECTEA · LEGAL
Terms and Conditions
Adult Social Care Marketplace Ltd (trading as Connectea) · Company No. 15270298 · Version 1.0 · June 2026
Section 1: Introduction and Who We Are
1.1 These Terms and Conditions govern your use of connectea.co.uk and the services provided by Connectea. Please read them carefully before using our platform. By using our website or services, you agree to these terms.
1.2 Connectea is operated by Adult Social Care Marketplace Ltd, a company registered in England and Wales.
- Company name: Adult Social Care Marketplace Ltd (trading as Connectea)
- Company number: 15270298
- Registered address: 93 Greencroft Gardens, London, England, NW6 3PG
- ICO registration number: ZB718736
- Contact: hello@connectea.co.uk
1.3 Connectea is a companionship platform. We employ companions directly on zero-hours contracts and connect them with families whose loved ones would benefit from regular human social connection. Connectea is not a care provider, is not registered with the Care Quality Commission, and does not deliver regulated care activity.
1.4 Writing includes emails. When we use the words writing or written in these Terms and Conditions, this includes emails.
Section 2: Definitions
In these Terms and Conditions the following terms have the following meanings:
- Connectea, we, us, our means Adult Social Care Marketplace Ltd, trading as Connectea.
- Companion means an individual employed by Connectea on a zero-hours contracts to provide companionship visits to Service Users.
- Family means the individual or individuals who arrange a companionship arrangement on behalf of a Service User, or the Service User themselves where they arrange their own companionship.
- Service User means the older person or vulnerable adult who receives visits from a Companion.
- Companionship Arrangement means a confirmed arrangement between Connectea, a Family, and a Companion for regular companionship visits.
- Visit means a single confirmed companionship visit by a Companion to a Service User.
- Visit Report means the record submitted by a Companion through the Connectea platform after each Visit, confirming the date, time, duration, and a brief account of the Visit.
- Payment Release means the action taken by the Family to confirm a Visit and authorise payment to the Companion.
- Three-Way Introduction means the first Visit to any Service User, at which a third person nominated by the Family must be present alongside the Companion and the Service User.
- Platform means the Connectea website at connectea.co.uk and any associated applications or services.
- Services means the companionship matching, employment, and payment facilitation services provided by Connectea through the Platform.
Your particular attention is drawn to this clause
Section 3: Using the Platform
3.1 The Connectea Platform allows Families to discover Companions employed by Connectea and to arrange Companionship Arrangements. Connectea facilitates the introduction and manages the employment relationship with Companions. Connectea is not a party to any personal or social relationship between a Companion and a Service User beyond the scope of its Services.
3.2 You must be aged 18 or over to use the Platform and to create an account. By using the Platform you warrant that you are 18 or over.
3.3 You are responsible for ensuring that all information you provide to us is complete, true, and accurate. We accept no liability for any loss or damage arising from information that is false, inaccurate, incomplete, or misleading.
3.4 If you are arranging a Companionship Arrangement on behalf of another person, you warrant that you have the authority to do so and that the information you provide about the Service User is accurate and provided with their knowledge and consent, or the consent of their lawful representative.
3.5 Connectea makes no warranty that the Platform will be uninterrupted, error-free, or free from viruses or other harmful components. We will take reasonable steps to maintain the Platform but cannot guarantee continuous availability.
3.6 We reserve the right to suspend or terminate access to the Platform at any time where we have reason to believe that a user has breached these Terms and Conditions, provided false information, or where we consider suspension necessary to protect the safety of a Service User, Companion, or third party.
3.7 Connectea does not provide medical advice, health assessments, or care planning. Nothing on the Platform constitutes or replaces medical advice. If a Service User requires medical attention, please contact their GP or call 999 in an emergency.
Your particular attention is drawn to this clause
Section 4: The Three-Way Introduction — A Condition of Every First Visit
4.1 No Companion employed by Connectea may enter a Service User's home for the first time without a third person present. That third person must be a Family member, a trusted friend of the Family, or a named representative of the Family. This is a condition of every Companionship Arrangement activated through Connectea, without exception.
4.2 The purpose of the Three-Way Introduction is to protect the Service User, the Companion, and the integrity of the Companionship Arrangement. It ensures that the first meeting takes place in a transparent and accountable context.
4.3 The Family is responsible for ensuring that a suitable third person is present at the first Visit. Connectea will confirm this requirement with the Family before the first Visit is scheduled.
4.4 If a Companion arrives for a first Visit and no third person is present, the Companion is required not to enter the home. The Visit will be rescheduled at no cost to the Family. The Companion will not be penalised for refusing to enter.
4.5 A Companion who enters a Service User's home alone on a first Visit, regardless of the circumstances or the Family's request, will have their employment status reviewed and their profile suspended pending that review.
4.6 This condition will never be waived by Connectea for commercial reasons or at the request of any party.
Section 5: Companions — Employment, Conduct, and Scope of Role
5.1 All Companions are employed by Connectea directly on zero-hours contracts. Companions are not self-employed, are not employed by Families, and are not employed by any third-party agency. Connectea holds vicarious liability for Companion conduct within the scope of their role.
5.2 Every Companion has completed an Enhanced DBS check funded by Connectea, safeguarding awareness training, a structured interview, and has signed Connectea's Code of Conduct before being activated on the Platform.
5.3 Companions provide companionship only. The scope of the Companion role is strictly limited to:
- Conversation and social engagement
- Accompanying Service Users to appointments, shopping, or local outings
- Sharing activities such as reading, walking, gardening, cooking, or music
- Providing consistent, reliable human presence
5.4 Companions are expressly prohibited from:
- Delivering any personal care task including washing, dressing, toileting, or moving a person
- Administering, handling, or advising on any medication
- Providing medical advice or assessment of any kind
- Accepting gifts, loans, or any financial benefit from a Service User or Family
- Entering into any financial transaction on behalf of a Service User
- Bringing any unauthorised third party to a Visit
5.5 If during a Visit a Companion believes a Service User requires assistance beyond the scope of the Companion role, the Companion will ensure the Service User is safe, contact the Family or next of kin, contact emergency services if there is immediate risk, and report the matter to Connectea. Connectea accepts no liability for outcomes arising from needs that fall outside the defined scope of the Companion role.
5.6 Families must not request or encourage Companions to carry out tasks outside the scope of their role. Doing so may result in the Companionship Arrangement being suspended.
Your particular attention is drawn to this clause
Section 6: Booking, Payment, and Visit Confirmation
6.1 To arrange a Companionship Arrangement, Families must register an account on the Platform and provide valid payment card details. Payment is processed securely through Stripe, our third-party payment processor. Connectea does not store raw card details. Card data is held and processed by Stripe in accordance with Stripe's own terms and privacy policy.
6.2 No charge is applied when card details are provided. Charges are applied only after a Visit has been completed and confirmed in accordance with clause 6.3 below.
6.3 After each Visit, the following process applies:
- The Companion submits a Visit Report through the Connectea Platform confirming the date, time, duration, and a brief account of the Visit.
- The Family receives a notification prompting them to review the Visit Report and release payment.
- The Family may release payment immediately by clicking the Release payment button in their account.
- If the Family does not release payment or flag a concern within 48 hours of the Visit Report being submitted, payment is released automatically. This conditional auto-release ensures Companions are not left waiting indefinitely for payment for work completed.
- If the Family wishes to flag a concern before payment is released, they must do so within the 48-hour window using the Flag a concern option in their account. Payment will be held pending Connectea's review.
6.4 Payment for the first Visit will only be triggered where the Three-Way Introduction condition in clause 4 has been satisfied. If the first Visit proceeds without a third person present, Connectea reserves the right to withhold payment pending review.
6.5 The hourly rate for companionship visits is set by Connectea and displayed on the Platform at the time of booking. Rates may be updated from time to time. The rate applicable at the time of booking confirmation will apply to that Visit.
6.6 Families are responsible for ensuring their payment card details remain valid and that sufficient funds are available. If a payment fails, Connectea will notify the Family and allow a reasonable period to update payment details before the Companionship Arrangement is suspended.
6.7 All payments are in pounds sterling and inclusive of any applicable VAT.
Section 7: Cancellation, Rescheduling, and Refunds
7.1 Families may cancel or reschedule a Visit by notifying Connectea through the Platform or by emailing hello@connectea.co.uk.
7.2 The following cancellation policy applies:
- Cancellation with more than 24 hours notice before the scheduled Visit: no charge. The Visit is cancelled and no payment is triggered.
- Cancellation with less than 24 hours notice before the scheduled Visit: 50% of the Visit fee is charged to cover the Companion's time and travel costs.
- Companion no-show (where the Companion fails to attend without prior notice): no charge to the Family. The Visit fee is not triggered and Connectea will investigate the no-show.
- Companion cancellation with notice: no charge to the Family. The Visit will be rescheduled at no cost.
7.3 Families have the right to cancel their Companionship Arrangement entirely at any time by notifying Connectea in writing. No ongoing commitment or minimum term applies. Charges will only be applied for Visits already completed at the point of cancellation.
7.4 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your account within 14 calendar days of creating it without charge, provided no Visit has yet taken place. If a Visit has taken place within that 14-day period at your request, a fair proportion of the fee for Services already delivered will apply.
7.5 Refunds will be processed within 14 calendar days of a valid refund request using the same payment method used for the original transaction.
7.6 If you wish to dispute a charge, please contact us at hello@connectea.co.uk within 7 days of the charge being applied. We will investigate and respond within 5 working days.
Section 8: Safeguarding and Reporting Concerns
8.1 Connectea takes the safety and wellbeing of Service Users seriously. Our full Safeguarding Policy is available at connectea.co.uk/safeguarding.
8.2 Families, Service Users, and Companions may report a safeguarding concern at any time by:
- Using the Report a concern function in their Connectea account
- Emailing hello@connectea.co.uk
- Calling 999 in an emergency
8.3 All concerns reported to Connectea will be acknowledged within 4 working hours and assessed by Connectea's Designated Safeguarding Lead. Where necessary, concerns will be referred to the relevant local authority adult safeguarding team or the police.
8.4 Connectea will never allow commercial considerations to override its safeguarding obligations. Where a safeguarding concern requires the suspension of a Companionship Arrangement or a Companion's profile, this will be done immediately and without regard to commercial impact.
8.5 Families who have a concern about a Visit that falls short of a safeguarding matter should contact hello@connectea.co.uk. We will respond within 2 working days.
Your particular attention is drawn to this clause
Section 9: Post-Arrangement Restrictions — Private Continuation
9.1 The relationship between a Companion and a Family or Service User exists within the framework of Connectea's employment and safeguarding structure. This structure — including DBS checks, training, the Code of Conduct, the Three-Way Introduction, visit logging, concern reporting, and insurance — protects all parties.
9.2 A Companion who leaves Connectea's employment must not continue to visit any Service User they met through Connectea in a private capacity, whether paid or unpaid, unless all three of the following conditions are met:
- The Companion has obtained written consent from the Family confirming that the Family wishes the private arrangement to continue
- The Family has confirmed in writing to Connectea that they understand the arrangement will no longer operate within Connectea's safeguarding framework and that Connectea will have no liability for any visit that takes place after the Companion's employment ends
- Connectea has provided written acknowledgement of the above two confirmations
9.3 A Companion who continues to visit a Service User privately after leaving Connectea's employment without satisfying all three conditions in clause 9.2 will be considered to have breached their Code of Conduct. Connectea reserves the right to take such action as it considers appropriate, including referral to the Disclosure and Barring Service where the circumstances warrant it.
9.4 A Companion must not represent themselves as a Connectea Companion or as operating under Connectea's framework after their employment with Connectea has ended. Any such representation is a misrepresentation and may be actionable.
9.5 Families are encouraged to notify Connectea if a Companion approaches them about continuing visits privately. Connectea will not penalise Families for reporting such approaches.
9.6 This clause does not prevent a Companion and a Service User or Family from maintaining a social friendship after the Companion's employment ends, provided no paid or unpaid companionship visits take place outside the conditions set out in clause 9.2.
Your particular attention is drawn to this clause
Section 10: Limitation of Liability
10.1 Connectea will not be liable for any loss or damage that is not a foreseeable result of our breach of these Terms and Conditions or our failure to use reasonable care and skill.
10.2 Nothing in these Terms and Conditions limits or excludes our liability for:
- Death or personal injury caused by our negligence or the negligence of our employees or agents
- Fraud or fraudulent misrepresentation
- Any other liability that cannot be excluded or limited by law
10.3 Connectea employs Companions and holds vicarious liability for Companion conduct within the defined scope of the Companion role as set out in clause 5. Connectea does not accept liability for:
- Any act or omission by a Companion that falls outside the defined scope of the Companion role
- Any personal, social, or financial arrangement entered into directly between a Family or Service User and a Companion outside the Connectea framework
- Any continuation of visits after a Companion's employment with Connectea has ended, except where the conditions in clause 9.2 have been satisfied
- Any harm arising from information provided by a Family or Service User that is false, incomplete, or misleading
- Any medical emergency, health deterioration, or change in the Service User's condition that occurs during or following a Visit
10.4 Connectea's Services are provided for personal, non-commercial use. We accept no liability for any loss of profit, loss of business, or business interruption arising from your use of the Platform.
10.5 Connectea maintains public liability insurance and employer's liability insurance. Details of our current insurance cover are available on request.
10.6 To the fullest extent permitted by law, Connectea's total aggregate liability to you in connection with these Terms and Conditions shall not exceed the total amount paid by you to Connectea in the 12 months immediately preceding the event giving rise to the claim.
10.7 The Platform is provided on an as is and as available basis. We make no warranties, express or implied, in relation to the Platform or its fitness for any particular purpose beyond what is expressly stated in these Terms and Conditions.
Section 11: Intellectual Property
11.1 All content on the Connectea Platform — including text, design, graphics, logos, and software — is owned by or licensed to Adult Social Care Marketplace Ltd. You may not reproduce, distribute, or use any content from the Platform without our prior written consent.
11.2 Companion profiles, once published on the Platform, remain the intellectual property of Connectea. Companions grant Connectea a licence to display their profile information and photograph on the Platform for the duration of their employment and for a reasonable period thereafter for archival purposes.
Section 12: Privacy and Data
12.1 We will only use your personal information as set out in our Privacy Policy, available at connectea.co.uk/privacy.
12.2 Payment card data is processed by Stripe, Inc. Connectea does not store raw card details. By providing your card details, you agree to Stripe's terms of service and privacy policy.
12.3 Connectea processes personal data as a data controller registered with the Information Commissioner's Office (ICO registration No. ZB718736).
Section 13: Events Outside Our Control
13.1 We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause beyond our reasonable control. Such causes include but are not limited to pandemic or epidemic, government action, power failure, internet service provider failure, industrial action, flood, fire, storm, acts of terrorism, or acts of war.
13.2 If such an event occurs, we will inform you as soon as reasonably possible, our obligations will be suspended for the duration of the event, and either party may terminate the Companionship Arrangement if the event continues for more than four weeks.
Section 14: Termination of Account
14.1 You may close your Connectea account at any time by contacting hello@connectea.co.uk. Closing your account will not affect any charges already incurred for Visits completed prior to closure.
14.2 Connectea may suspend or terminate your account with immediate effect if:
- You have provided false, inaccurate, or misleading information
- You have breached these Terms and Conditions in a material way
- You have requested or encouraged a Companion to act outside the scope of their role
- We have reason to believe that continued access to the Platform poses a risk to a Service User, Companion, or third party
- You have failed to make payment and have not remedied that failure within a reasonable period after notification
14.3 On termination, your access to the Platform will cease. Any outstanding charges for completed Visits will remain payable.
Section 15: Complaints
15.1 We hope you will be satisfied with our Services. If you have a complaint, please contact us in writing at hello@connectea.co.uk with the subject line Complaint.
15.2 We will acknowledge your complaint within 2 working days and aim to resolve it within 14 calendar days.
15.3 If you are not satisfied with our response, you may refer your complaint to the Information Commissioner's Office (ICO) for matters relating to data protection, or seek resolution through the courts.
Section 16: General
16.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation. We will notify you in writing if this happens.
16.2 You may not transfer your rights or obligations under these Terms and Conditions to another person without our written consent.
16.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
16.4 Each clause of these Terms and Conditions operates separately. If any court or relevant authority finds any clause unlawful, the remaining clauses will remain in full force and effect.
16.5 If we do not enforce any right we have under these Terms and Conditions immediately, this does not mean we have waived that right. We may still enforce it at a later date.
16.6 These Terms and Conditions are governed by English law. You can bring legal proceedings in the English courts. If you are a consumer, you will also benefit from any mandatory provisions of the law in your country of residence.
16.7 We may update these Terms and Conditions from time to time. We will notify you of any material changes by email before they take effect. Your continued use of the Platform after notification constitutes acceptance of the updated terms.
An important note: Connectea is not a care provider and is not registered with the Care Quality Commission. We are a companionship platform and the direct employer of Companions. We do not arrange or refer regulated care activity. Nothing on the Platform constitutes medical advice.
These Terms and Conditions were last updated June 2026. For questions contact hello@connectea.co.uk