DOVEVA TERMS & CONDITIONS

Effective date: 9 February, 2026.

These Terms & Conditions (“Terms”) govern your access to and use of the Doveva website, mobile apps and related services (together, the “Platform”). They apply to Care Seekers (Individuals, Families, Providers, Organisations) and Carers (independent care professionals).

By creating an account, booking, accepting, communicating, posting content, or using the Platform in any way, you agree to these Terms. If you do not agree, do not use the Platform.

PART A — GENERAL TERMS (APPLIES TO EVERYONE)

1) About Doveva

The Platform is operated by Doveva Ltd (“Doveva”, “we”, “us”, “our”).

Email: Info@doveva.co.uk
Website: www.doveva.co.uk

2) What Doveva is (and is not)

2.1 The Platform role

Doveva provides a technology platform that enables Care Seekers to arrange care shifts with Carers, and enables time tracking, communication, confirmation, and payment handling through third-party payment technology (for example, Stripe).

2.2 Doveva is not a care provider

Doveva does not provide care services. Care services are provided by Carers, not by Doveva. Doveva does not replace your judgment and does not guarantee outcomes.

2.3 Doveva does not employ Carers

Carers are independent care professionals and are not employees, workers, agents, or representatives of Doveva. Doveva does not provide Carers with employment benefits.

2.4 Doveva does not supervise care quality

Doveva does not supervise, direct, manage, or control how care is delivered day-to-day. Carers remain responsible for the services they provide. Care Seekers remain responsible for selecting a Carer who is suitable.

3) Definitions

“Carer”: an independent care professional who offers or delivers care services via the Platform.
“Care Seeker”: anyone booking or managing care via the Platform, including individuals, families, providers, care homes, organisations, and authorised representatives.
“Shift”: a booked period of care arranged via the Platform.
“Platform Fee”: Doveva’s fee, currently 20% per completed hour on completed Shifts.
“Payment Providers”: third parties that process payments/payouts (e.g., Stripe).
“Auto-Release Deadline”: 12 hours after the Shift end time, unless a dispute is raised before that time.
“Good Practice”: defined in Section 11.

4) Eligibility and account rules

You must be at least 18 and able to enter into a legally binding contract to use the Platform.

You agree to:

provide accurate and current information;
keep your login details secure;
use the Platform only for lawful purposes; and
accept responsibility for activity under your account.

We may suspend or close accounts for safety, fraud, compliance reasons, or breach of these Terms.

5) Platform pricing and fees

5.1 Doveva sets prices

Doveva sets the hourly prices displayed on the Platform. Prices may vary by location, time, role type, urgency, and other factors. Prices may change from time to time.

Unless explicitly stated at booking, a confirmed booking price applies to that Shift.

5.2 Platform fee

Doveva charges a 20% Platform Fee (Excluding VAT) per completed hour on completed Shifts booked through Doveva. You will be shown the price and applicable fee breakdown before confirming a booking.

5.3 Taxes

Care Seekers are responsible for their obligations as customers of services.
Carers are responsible for their own tax and National Insurance obligations, filings, and compliance (see Carer Section).

6) Payments and payment technology

Payments are processed through Payment Providers (for example, Stripe). By using the Platform, you agree to comply with the Payment Providers’ terms.

Doveva does not store full card details. Payment details are handled by the Payment Providers.

7) Off-platform activity and payment avoidance

You must not:

request or accept off-platform payment for any Shift arranged through Doveva;
try to move a Doveva-introduced relationship off the Platform to avoid fees; or
encourage others to do so.

Breach may result in immediate removal from the Platform and recovery action for unpaid fees where permitted by law.

8) Verification and checks (risk reduction, not a guarantee)

Doveva may carry out verification and screening steps for safety and trust. Checks may include (as applicable): identity, right-to-work, DBS-related information/verification outcomes, references, training evidence, and other checks.

Doveva uses standard third-party verification providers where appropriate. Checks reduce risk but are not a guarantee of suitability, competence, safety, or quality.

Care Seekers remain responsible for verifying that a Carer is suitable for their specific needs before accepting or continuing with a booking.
Carers remain responsible for the accuracy of all information they provide.

9) Communications, community, reviews, and content

The Platform may include messaging, reviews, and community features. You must follow rules of engagement:

be respectful and lawful;
no harassment, abuse, threats, discrimination, or exploitation;
no false, misleading, or defamatory statements;
no unlawful sharing of another person’s private information;
no off-platform payment requests or solicitation.

Doveva may (but is not required to) moderate content, intervene in disputes, restrict features, remove content, or suspend/terminate accounts where necessary for safety, compliance, or Platform integrity.

10) Insurance (Platform Shifts only)

Doveva maintains group insurance intended to cover Carers only while delivering Shifts booked and completed on the Platform. Off-platform engagements are not covered.

Insurance is subject to the insurer’s terms, conditions, exclusions, limitations, and claims processes. Insurance is not a guarantee.

11) Good Practice (care delivery standard)

For the purposes of these Terms, “Good Practice” means care delivered in a way that is:

person-centred (respecting dignity, preferences, and needs);
safe (risk-aware, careful, incident reporting and safeguarding escalation where appropriate);
competent (only performing tasks within training/competence; declining tasks outside competence);
professional (appropriate boundaries, respectful communication, no discrimination/harassment);
confidential (respecting privacy and only using personal data for care delivery);
reliable (punctual, accurate time recording, and early communication of delays or changes).

12) Disclaimers (important)

Doveva does not provide care and does not supervise care quality.
Doveva does not guarantee the conduct, performance, or suitability of any user.
You use the Platform at your own risk, subject to legal protections that cannot be excluded.

13) Limitation of liability

To the maximum extent permitted by law:

Doveva is not liable for indirect or consequential losses (e.g., loss of profit, business, goodwill).
Doveva’s total liability to you in any 12-month period is limited to the Platform Fees paid to Doveva by you in that period, or £100, whichever is higher.

Nothing excludes liability that cannot legally be excluded, including liability for death/personal injury caused by Doveva’s negligence or fraud.

14) Changes, suspension, termination

We may update these Terms from time to time. If changes are material, we will take reasonable steps to notify you. Continued use after the effective date means you accept the updated Terms.

We may suspend or terminate accounts for breach, fraud, safety risks, or unlawful activity.

15) Governing law

These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, except where consumer law requires otherwise.

PART B — TERMS FOR CARE SEEKERS (INDIVIDUALS, FAMILIES, PROVIDERS, ORGANISATIONS)

16) Your responsibilities as a Care Seeker

You agree that you are responsible for:

providing accurate booking information (needs, location, schedule, risks, access instructions);
ensuring a safe environment for care delivery;
treating Carers lawfully and respectfully; and
verifying the suitability of a Carer for your needs before accepting/continuing a booking.

Doveva may provide verification information and platform records. You must still apply your own judgment.

17) Booking a Shift

When you book:

you agree to pay the displayed price for the Shift;
you agree to Platform timekeeping and confirmation rules (Section 18); and
you agree to use in-app communication for coordination and record-keeping.

18) Timekeeping, confirmation, auto-release, and disputes

18.1 How time is recorded

Carers record time using Start Shift and End Shift buttons in-app. Care Seekers do not start Shifts.

18.2 Editing hours

Care Seekers cannot manually edit hours. You will be asked to confirm completion based on the recorded time.

18.3 Confirmation triggers instant release

After the Shift ends, you will be prompted to confirm completion or raise a dispute.

If you confirm completion, you authorise immediate release of the held payment to the Carer. Payment is released immediately upon your confirmation.

18.4 Auto-release after 12 hours

If you do not confirm completion or raise a dispute, payment will auto-release 12 hours after the Shift end time, unless a dispute is raised before the Auto-Release Deadline.

18.5 Raising a dispute

If anything is wrong (hours, attendance, lateness, conduct, or mismatch with agreed expectations), you must raise it:

before confirming completion, and
before the Auto-Release Deadline.

If a dispute is raised in time, Doveva may pause release (in full or part) while reviewing available platform records and any reasonable evidence.

18.6 No refunds after release

Because funds are released immediately on confirmation and may be automatically released after 12 hours, Doveva generally cannot reverse payments once released, except where required by law.

If you confirm in error or seek compensation after release, that must be pursued directly with the Carer. Doveva may provide administrative support (e.g., providing booking records where lawful) but does not refund on the Carer’s behalf after funds are released.

18.7 Platform fees after release

Once the Platform Fee has been earned and released to Doveva (including administration and transaction costs already incurred), it is not refundable, except where required by law.

19) Cancellations and changes

You can cancel or change a Shift through the Platform. Any cancellation rules and charges (if applicable) will be displayed at the point of cancellation/change.

If you operate an organisation/provider account, you are responsible for ensuring your administrators follow these rules.

20) Care quality and responsibility (Care Seekers)

You acknowledge and agree:

the Carer is responsible for care delivery and outcomes;
Doveva does not supervise care quality; and
you will not hold Doveva responsible for the Carer’s acts, omissions, conduct, or care quality.

20.1 Indemnity (Care Seekers)

To the extent permitted by law, you agree to indemnify and hold Doveva harmless from claims, liabilities, costs, or proceedings arising from:

the Carer’s acts/omissions/conduct; and/or
the quality, outcomes, or suitability of care delivered by the Carer,
except to the extent caused by Doveva’s proven negligence or breach of these Terms.

PART C — TERMS FOR CARERS (INDEPENDENT CARE PROFESSIONALS)

21) Your status as a Carer (not employed)

You confirm you are an independent care professional and not an employee/worker of Doveva. You control whether you accept work and remain responsible for your professional conduct and compliance with law.

22) Your responsibilities as a Carer

You agree to:

provide accurate information and documents during onboarding and throughout use;
comply with applicable law, safeguarding duties, and professional standards;
deliver care in line with Good Practice (Section 11);
keep appropriate boundaries and behave professionally;
record time accurately using Start/End Shift; and
communicate promptly about delays, inability to attend, or risks.

23) Verification and ongoing checks

You agree to complete verification steps Doveva reasonably requires and to cooperate with standard third-party verification providers. If you provide false, misleading, or outdated information, your account may be suspended or terminated.

24) Timekeeping and payment

24.1 Start/End Shift buttons

You must start and end Shifts accurately in-app. Failure to do so can lead to disputes, delayed release, restrictions, or removal.

24.2 Payment release

Payment is released:

immediately when the Care Seeker confirms completion; or
automatically 12 hours after the Shift ends if the Care Seeker takes no action and no dispute is raised.

If a dispute is raised in time, release may be paused pending review.

25) Insurance (Platform Shifts only)

You are covered by Doveva’s group insurance only when delivering Shifts booked and completed on the Platform. Off-platform work is not covered. Insurance is subject to insurer terms and exclusions.

26) Taxes, NI, employment benefits — Carer indemnity

You are solely responsible for your own:

tax filings and payments,
National Insurance contributions,
any PAYE arrangements (where applicable),
pension obligations (if any), and
compliance with HMRC requirements.

26.1 Indemnity (employment status, tax, PAYE, NI)

To the extent permitted by law, you agree to indemnify and hold Doveva harmless from any claim, liability, cost, demand, or proceeding arising from or related to:

any allegation that you are an employee/worker/agent of Doveva; and/or
any claim for employment benefits, holiday pay, sick pay, pension, PAYE, or National Insurance contributions purportedly owed by Doveva in connection with your activities.

27) Care delivery and quality — Carer responsibility and indemnity

You are responsible for the care you provide and its quality, including compliance with Good Practice and applicable laws.

27.1 Indemnity (care quality)

To the extent permitted by law, you agree to indemnify and hold Doveva harmless from claims, liabilities, costs, or proceedings arising from your acts/omissions/conduct and the quality or outcomes of care you provide, except to the extent caused by Doveva’s proven negligence or breach of these Terms.

28) Conduct rules and removal