Terms of service

Bromley Care Connect is an introductory agency (an introduction service). We connect people who need home care with self-employed carers working in and around the London Borough of Bromley. We provide the platform, vetting checks, scheduling and payment handling. We are not the employer of the carers listed on the platform and we do not deliver care ourselves.

We are not registered with the Care Quality Commission (CQC), and we are not a regulated care provider. Introduction agencies that only introduce self-employed carers, and do not direct, manage or supervise the care they provide, are not required to register with the CQC. The carer you book is responsible for the care they deliver and for their own registration, insurance, training and tax affairs. You (or the person receiving care) are the carer's client.

What that means in practice: we vet documents, verify enhanced DBS certificates, handle payments and invoicing, and run a safeguarding and complaints process — but we do not supervise visits, set care plans or take clinical responsibility. If you need a CQC-registered provider that manages and supervises care (for example where a care plan must be clinically directed), a managed domiciliary care agency is the right choice and we will tell you so.

You must be 18 or over to create an account and the details you give us must be accurate. You are responsible for activity carried out under your login. Carers must keep their qualifications, insurance and DBS information current; out-of-date documents may result in a profile being unpublished.

Every carer profile is reviewed by our team before it is published. We check identity, an enhanced DBS certificate, relevant qualifications and, where applicable, public liability insurance. Verification confirms the documents supplied to us at the time of review; it is not a guarantee of a carer's ongoing conduct or performance. Clients are encouraged to interview carers and to raise concerns with us promptly.

A booking request is an offer, not a contract. The care arrangement begins when the carer accepts the request in the platform. The hourly rate shown on the carer's profile at the time of booking is the rate that applies, and the total is calculated by the platform from that rate and the hours booked.

Payment is taken after a visit has been marked complete, through our payment processor Stripe. We never store your full card details. Bromley Care Connect retains a platform commission from each completed visit; the remainder is paid to the carer. The fee split is shown on every booking before you pay and on the invoice afterwards.

Carer payouts are settled on the schedule shown in the carer dashboard. Carers are self-employed and responsible for their own tax and National Insurance.

Bookings cancelled more than 24 hours before the visit start time are free of charge. Later cancellations by a client may be charged in full at our discretion where the carer has already travelled or turned away other work. If a carer cancels, you are never charged. Where a visit was not delivered as agreed, contact us and we will investigate; approved refunds are returned to the original payment method.

Carers must deliver care safely, respectfully and within the limits of their training. Clients must provide a safe working environment. Discrimination, harassment, and attempts to move a booking off the platform to avoid fees are grounds for removal.

Carers are introduced to you through Bromley Care Connect at our cost — vetting, DBS checks, insurance verification, matching and support are all funded by the commission on booked visits. If a client engages a carer they met through this platform privately, that work must still be booked and paid for here.

Arranging care privately with a carer introduced by Bromley Care Connect, within 12 months of the introduction, is a breach of these terms. Because the loss to us is hard to calculate visit by visit, the parties agree a fixed introduction fee of £5,000 becomes payable by the client in that event, as a genuine pre-estimate of the commission and vetting costs we lose. The accounts of both the client and the carer may also be closed.

If you want to continue with a carer long-term, tell us — we can set up a recurring booking so you keep platform protection, invoicing, insurance verification and safeguarding cover.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be limited. Subject to that, our liability in connection with any booking is limited to the platform fees we received for that booking. We are not liable for the acts or omissions of individual carers or clients.

We may update these terms; material changes will be notified by email. These terms are governed by the law of England and Wales.

Questions? Email bromleycareconnect@outlook.com.