These terms set out the agreement between your organisation and Myfinity Ltd for the use of Carelo, our care management platform. Please read them carefully. They sit alongside our Privacy Policy and our Data Processing Agreement, which applies automatically to every customer contract and governs how we handle the care records you hold in Carelo.
In these terms, the following words have the following meanings.
Carelo is software delivered over the internet for the management of domiciliary and community care. It provides scheduling and rota management, live call monitoring with GPS check-in and check-out, electronic medication administration records, case notes and handovers, incident and body map reporting, timesheets, holidays and availability, supervision and compliance tracking, branded exports, messaging, and mobile applications for carers and for the families of the people you support.
We grant you a non-exclusive, non-transferable, revocable right to access and use the Platform for your own internal business purposes for as long as your Subscription is active, in accordance with these terms.
We improve Carelo continuously. We may add, change or remove individual features. We will not materially reduce the core functionality your Subscription depends on without giving you reasonable notice, and where a change requires action on your part we will tell you what to do and when.
Carelo is a record-keeping, coordination and evidence tool. It is not a medical device, it does not provide clinical advice, and it does not replace the professional judgement of your registered manager, your nurses or your carers. Decisions about care remain yours.
Every plan includes unlimited named office logins and unlimited service users. We do not charge per client or per office seat, and we will not ask you to remove a colleague's login to save money.
You must give each Authorised User their own named login. Logins must not be shared between people, because shared logins destroy the audit trail that makes your care records defensible to a regulator or a commissioner.
You are responsible for the security of your accounts, for keeping credentials confidential, for setting appropriate permissions for each user, and for promptly removing access when someone leaves your organisation or changes role. Office users can reset their own password by email from the sign-in screen.
If we believe an account has been compromised, or is being used in a way that puts other customers or the Platform at risk, we may suspend that individual account immediately and will tell you why as soon as we reasonably can.
You agree that you and your Authorised Users will not:
Serious or repeated breach of this section is a material breach of these terms and may lead to suspension or termination under sections 10 and 20.
Carelo records what you tell it. The quality and lawfulness of what goes in is yours to govern.
You are responsible for the accuracy, completeness and currency of the Care Data entered into Carelo by your staff — care plans, medication schedules, risk assessments, visit times and every record made at the door. We do not verify clinical content and we cannot be responsible for care decisions taken on the basis of information you or your staff have entered incorrectly.
You are the controller of the Care Data. You are responsible for establishing a lawful basis for processing it, for meeting the additional conditions that apply to health and other special category data, for issuing your own privacy information to service users, families and staff, and for keeping your own records of processing.
You are responsible for deciding who in your organisation may see what, for configuring permissions accordingly, for authorising carers to use the mobile app, and for deciding which family members are invited to see a service user's record. Family access is granted by you, not by us.
Your obligations to the Care Quality Commission, Care Inspectorate Wales, the Care Inspectorate, RQIA, your local authority commissioners and any other regulator remain entirely yours. Carelo helps you evidence compliance; it does not assume responsibility for it, and we make no claim that using Carelo will produce any particular inspection outcome.
Carelo is priced by the size of your care team, never by the number of people you support and never by the number of office logins you create. Every Band includes the entire Platform, both mobile apps, unlimited service users and unlimited office logins.
| Band | Platform, per month | Carelo AI add-on, per month |
|---|---|---|
| Up to 15 active carers | £59 | £39 |
| Up to 30 active carers | £89 | £59 |
| Up to 50 active carers | £119 | £79 |
| Up to 100 active carers | £169 | £99 |
| Unlimited active carers | £249 | £119 |
Your Band is assessed on your number of Active Carers, as defined in section 1. The figure is visible to you inside Carelo. Your Band is reviewed at renewal — not mid-contract, and never as a surprise invoice mid-month. If your team has grown into the next Band you move up at renewal with notice and a clear explanation of the figure; if your team has shrunk you move down at renewal on the same basis.
Every plan begins with a full month free. You set up a payment method — a card or a Bacs Direct Debit, through Stripe — when you sign up, but no payment is collected before day 30. We will email you before your first collection.
If you cancel at any point within the Free Month, nothing is charged at all. We will return your data and delete it in accordance with section 12 and the DPA.
The Free Month applies to the Platform only. The Carelo AI add-on is never part of any free period — see section 8.
Payments are taken by Stripe, our payment processor, by card or by Bacs Direct Debit. We do not store your full card details on our own systems; card data is handled by Stripe.
Monthly plans are billed monthly in advance, with the first collection after day 30 as described in section 6. Yearly plans are billed once, in advance, for the whole twelve-month term — see section 9.
Myfinity Ltd is not currently registered for VAT. The prices set out above and published on our pricing page therefore carry no VAT, and no VAT is charged on your invoices. If and when Myfinity Ltd becomes VAT-registered, VAT will be added to future invoices at the prevailing rate, and we will give you notice before that happens.
We may change our published prices. Any change to the price you pay will take effect only from your next renewal, and we will give you at least 30 days' written notice beforehand. If you do not wish to accept a price increase, you may cancel in accordance with section 11 before it takes effect.
Invoices are issued electronically to your billing contact. If you believe an invoice is wrong, email support@carelo.co.uk and we will look into it and correct anything that is genuinely our error.
Carelo AI is entirely optional. The Platform is complete without it, and choosing not to enable it costs you no functionality that you would otherwise have.
AI processing is carried out through Anthropic as our sub-processor, on terms that do not permit your data to be used to train models. Anthropic is engaged as a sub-processor only for customers who enable the add-on. See the DPA and our Privacy Policy for details.
Carelo AI produces drafts and suggestions. Its output must be reviewed by a competent person before it is relied on, entered into a care record or acted upon. You remain responsible for everything recorded in your care records, whether or not it began as an AI suggestion.
You may choose to pay for twelve months in advance in exchange for a discount, which is tiered by Band: 20% for the Up-To-15, Up-To-30 and Up-To-50 Bands, 30% for the Up-To-100 Band and 40% for the Unlimited Band. The same discount applies to the Carelo AI add-on where it is taken.
Yearly plans are paid in full at the start of the term. Because the discount is given in exchange for the commitment, yearly plans are not refundable in part or in whole mid-term, except where a refund is required by law or where we terminate the agreement other than for your breach.
A yearly plan continues for its full twelve-month term and then renews for a further twelve months unless you tell us before the renewal date that you do not wish to renew. We will remind you in good time before renewal.
If a payment fails, your service continues. We do not switch off a care provider's software because a Direct Debit bounced.
We will contact your billing contact, explain what has happened and give you the opportunity to put it right. If a payment remains outstanding, we will give you at least seven days' written notice before any suspension of your account, stating clearly what is owed and by when.
Suspension is always a manual decision taken by a person at Myfinity Ltd. It is never automatic, and it is a last resort. Where an account is suspended, your data is not deleted: it remains available to you, and you may request an export at any time in accordance with section 12.
During the Free Month. You may cancel at any time during your free first month, for any reason. Nothing is charged: the payment method set up at sign-up is simply never used, and no invoice is raised. Your data is returned and deleted in accordance with section 12 and the DPA.
Monthly plans. There is no lock-in and no minimum term. You may cancel at any time, and cancellation takes effect at the end of the billing month you have already paid for. There is no exit fee and no notice period beyond that.
Yearly plans. A cancellation takes effect at the end of the twelve-month term you have paid for. Amounts already paid for the current term are not refunded, as set out in section 9.
During the Free Month. Cancel at any point in your first 30 days and nothing is charged at all.
To cancel, email support@carelo.co.uk from an authorised office account, or use the cancellation option in your Carelo billing settings. We will confirm your cancellation in writing, and we will not put obstacles in the way of a customer who has decided to leave.
Your Care Data is yours. We claim no ownership of it, and we do not sell it, rent it, share it for advertising or use it to train artificial intelligence models.
Every module in Carelo exports to branded Word, Excel and PDF files, so you can take an inspection-grade copy of your records at any time — not only when you are leaving. On written request we will also provide a structured export of your data in a commonly used machine-readable format at no charge.
Once a carer has checked in against a visit, the record of that delivered care is locked. It cannot be deleted, cancelled or reassigned to a different carer, and bulk operations skip locked records and report them to you. This is deliberate: the integrity of care evidence is what makes your records worth anything to a regulator, a commissioner, a coroner or a family. Genuine corrections are recorded as additions with a full audit trail rather than as silent overwrites.
When your agreement ends, your data remains available for export for 30 days. After that window we delete or return it in accordance with the DPA. If you need longer, ask us before the window closes and we will be reasonable.
Migration into Carelo is free — from another care platform, from spreadsheets, or from paper. There is no setup fee, no onboarding fee and no charge for training your team.
Migration is a joint exercise. You provide the data and the context; we load it and verify it side by side with you before you go live. You confirm that you have the right to transfer the data you give us, and that any contractual or export arrangements with your previous provider are yours to resolve.
We are careful, but a migration reflects the quality of the source data. We are not liable for gaps, duplicates or errors that existed in your previous system, nor for a previous provider's delay or refusal in releasing your data.
We use reasonable endeavours to keep Carelo available and performing well. We do not promise a specific uptime percentage, and we do not offer a service credit scheme; we would rather state that plainly than publish a figure we cannot stand behind.
We may carry out planned maintenance. Where maintenance is likely to interrupt service we will give notice in advance where it is practicable to do so, and we will schedule disruptive work outside peak care hours wherever we can.
Support is provided by email at support@carelo.co.uk, in English, during UK business hours. Issues that stop care being recorded or delivered are prioritised over everything else. Support is included on every plan at no extra charge.
We hold no external security or quality certifications at the date of these terms and we make no claim to any. Where that changes, we will say so plainly rather than imply it.
All intellectual property rights in the Platform — the software, its design, its documentation, the Carelo name and marks, and everything we create in delivering the service — belong to Myfinity Ltd or to our licensors. Nothing in these terms transfers any of those rights to you. Your rights are limited to the licence granted in section 2 for the duration of your Subscription.
You retain all rights in your Care Data and in your own brand assets. By uploading your logo you grant us a limited licence to display it within your Carelo environment and on the exports and documents Carelo generates for you.
If you send us feedback, suggestions or feature ideas, you grant us a perpetual, royalty-free right to use them to improve the Platform. We will never identify you as the source without your agreement.
Each party may receive confidential information from the other. Each of us agrees to keep the other's confidential information confidential, to use it only for the purposes of this agreement, and to disclose it only to those of our people and contractors who need it and who are bound by equivalent obligations.
These obligations do not apply to information that is or becomes public through no fault of the receiving party, was already lawfully known to the receiving party, is independently developed without reference to the confidential information, or must be disclosed by law or by a regulator — in which case the disclosing party will be told where it is lawful to tell them.
These obligations continue for three years after the agreement ends. Obligations relating to personal data continue for as long as Data Protection Law requires.
In relation to Care Data you are the controller and we are your processor. Our Data Processing Agreement sets out the Article 28 terms on which we process that data, including our security measures, our authorised sub-processors, breach notification and deletion on termination. The DPA applies automatically to every customer contract and forms part of these terms — you do not need to sign a separate document, though we are happy to provide a countersigned copy on request.
In relation to your account, billing and marketing information, and to information collected through our website, we are the controller. How we handle that is set out in our Privacy Policy.
Each party will comply with its obligations under Data Protection Law.
Nothing in these terms limits or excludes either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.
Subject to that paragraph:
You acknowledge that Carelo supports the delivery of care but does not deliver it. Responsibility for the safety and quality of the care your organisation provides remains yours at all times.
You will indemnify us against all reasonable losses, costs and claims we suffer arising from your use of the Platform in breach of section 4, from Care Data that you had no lawful right to process, or from any claim by a third party that arises out of your acts or omissions rather than ours.
We will indemnify you against any claim that the Platform, used in accordance with these terms, infringes a third party's intellectual property rights in the United Kingdom. If such a claim is made we may, at our option, modify the Platform, obtain the necessary rights, or terminate the affected Subscription and refund the unused portion of any fees paid in advance.
Each indemnity is conditional on the indemnified party notifying the other promptly, not admitting liability, and allowing the indemnifying party to conduct the defence with the indemnified party's reasonable cooperation.
This agreement starts when your Carelo account is activated and continues for successive billing periods until it is cancelled or terminated.
Either party may terminate immediately by written notice if the other:
We may also terminate where continued provision of the service would put us in breach of the law or would place other customers at material risk.
On termination, your right to use the Platform ends at the end of the period you have paid for. Your data remains available for export for 30 days from the end of the agreement, after which we delete or return it in accordance with the DPA. Sections that by their nature should survive termination — including sections 12, 15, 16, 17, 18, 19, 23 and 24 — do survive it.
We may update these terms — for example to reflect a new feature, a change in our sub-processors, or a change in the law. Minor and clarifying changes take effect when published, and the version number and date at the top of this page will change.
For material changes that affect your rights or obligations we will give you at least 30 days' notice by email to your account contact, or by a notice inside Carelo. If you do not accept a material change, you may cancel under section 11 before it takes effect. Continuing to use Carelo after a change takes effect means you accept it.
Entire agreement. These terms, together with the DPA, the Privacy Policy and your order details, are the whole agreement between us and replace anything said or written beforehand, other than any statement made fraudulently.
No waiver. If we do not enforce a right straight away, we do not lose it.
Severability. If any provision is found to be unenforceable, the rest continues in force and the unenforceable part is treated as modified to the minimum extent necessary.
Assignment. You may not assign or transfer this agreement without our written consent, which will not be unreasonably withheld. We may assign it to a successor of our business on notice to you.
Third parties. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
Events outside our control. Neither party is liable for failure to perform caused by events beyond its reasonable control, provided it tells the other promptly and works to reduce the effect.
Notices. Notices to us should be sent to support@carelo.co.uk. Notices to you will be sent to your registered account contact.
This agreement, and any dispute or claim arising out of or in connection with it, is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, save that either party may seek injunctive relief in any competent court.
Before starting proceedings, we ask that you raise the matter with us first at support@carelo.co.uk. Most things can be resolved by a straightforward conversation.
Carelo is operated by Myfinity Ltd, a company registered in England and Wales.