Last updated: July 2026
1. About us and these Terms
1.1 These Terms and Conditions (the “Terms”) govern your use of the AgePal platform and services, including our website at agepal.co.uk (the “Website”) and any bookings you make through us.
1.2 AgePal is a trading name of Age Pal Ltd, a company registered in Scotland with company number SC822265 and registered office at 9a Tinto Place, Edinburgh EH6 5GD.
1.3 By using our Website or booking a Pal, you agree to be bound by these Terms. If you do not agree, please do not use our services.
1.4 We may update these Terms from time to time. The latest version will always be available on our Website. Continued use of our services after changes constitutes acceptance of the updated Terms.
2. Our services
2.1 AgePal connects older adults (“Clients”) with local, carefully vetted helpers (“Pals”) who provide non-medical, everyday support in the Client’s home or community.
2.2 We are not a care agency and we do not provide regulated personal care (such as bathing, dressing, or administering medication). Our services are companionship-based and include practical help around the home, errands, technology support, light gardening, and similar tasks that do not require a medical or personal care licence.
2.3 Pals are not employees of AgePal. They are self-employed independent contractors. AgePal acts as a platform introducing Clients and Pals. We do not supervise Pals during visits, but we carefully vet every Pal before they join our community.
2.4 A full description of what Pals can do is available on our Website.
3. Bookings
3.1 Minimum booking: all bookings are for a minimum of 2 hours.
3.2 Availability: bookings are subject to Pal availability. We will do our best to match you with a Pal who suits your needs and schedule.
3.3 Making a booking: you can book a Pal through our Website. You will be asked to select:
- Date and time (or indicate your preference)
- Duration (2, 4, or 6 hours per visit)
- Any additional preferences or instructions
3.4 Pay-as-you-go: you can book 2, 4 or 6 hours whenever you need them. Payment is due at the time of booking.
3.5 Packages: you may also purchase a package of prepaid hours (Trusted Pal, Companion Pal, or Family Pal) at a discounted rate. Package hours must be used within 3 months from the date of purchase. Unused hours can be refunded (minus any used visits) with 14 days’ notice.
3.6 Confirmation: a booking is confirmed only when you receive a confirmation email from us and payment has been processed.
3.7 Scheduling: within 24 hours of your booking, we will contact you to arrange your first visit. During that visit, we will agree on a schedule that works for you.
4. Payment
4.1 All prices are in Pounds Sterling (£) and include VAT where applicable.
4.2 Payment is due at the time of booking for pay-as-you-go visits. For packages, full payment is required at the time of purchase.
4.3 We accept payment via Stripe (credit/debit cards, Apple Pay, Google Pay). Your payment details are not stored on our servers — they are processed securely by Stripe.
4.4 The price you pay includes AgePal’s service fee (commission). The Pal receives the remainder.
5. Cancellations and refunds
5.1 By Client (pay-as-you-go):
- Cancellations with at least 24 hours’ notice before the scheduled start time: no charge — full refund or credit.
- Cancellations with less than 24 hours’ notice: 50% of the booking value will be charged.
- Cancellations on the day of the visit or no-show: 100% of the booking value will be charged.
5.2 Packages:
- Package hours must be used within 3 months from the date of purchase.
- Unused hours can be refunded (minus any used visits) with 14 days’ notice.
- No refunds are available for used hours.
5.3 By AgePal or Pal: if we or the Pal need to cancel a booking, we will notify you as soon as possible and offer a full refund or alternative booking.
5.4 Refund processing: refunds will be processed within 14 days of cancellation and credited to the original payment method.
6. Client responsibilities
6.1 You agree to:
- Provide accurate and truthful information when booking.
- Treat Pals with respect and dignity.
- Ensure the Pal has safe access to your home.
- Inform us of any relevant health or safety risks before the visit.
- Be present during the visit (or ensure a responsible person is present).
6.2 You understand that Pals are not responsible for:
- Medical emergencies — in an emergency, call 999 immediately.
- Handling hazardous materials or tasks outside their skill level.
- Any regulated personal care activities.
7. Pal responsibilities and vetting
7.1 All Pals are vetted through:
- References
- PVG (Protecting Vulnerable Groups) check (in Scotland)
- Personal interview (conducted in person)
7.2 Pals agree to:
- Act professionally, respectfully, and kindly at all times.
- Perform tasks to a reasonable standard.
- Not provide medical or personal care.
- Maintain confidentiality about Clients and their homes.
- Inform AgePal immediately of any incidents or concerns.
8. Liability and insurance
8.1 AgePal takes reasonable care in selecting Pals and carries Public Liability Insurance.
8.2 However, AgePal is not liable for:
- Any loss, damage, or injury arising from the actions or omissions of a Pal, except where caused by our negligence.
- Any indirect or consequential losses.
8.3 Clients and Pals remain responsible for their own actions. Clients should ensure their home and contents are adequately insured.
8.4 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
9. Data protection
9.1 We process your personal data in accordance with our Privacy Policy and the UK GDPR.
9.2 By using our services, you consent to our collection and use of your data as described in the Privacy Policy.
10. General
10.1 Governing law: these Terms are governed by the laws of Scotland.
10.2 Disputes: any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.
10.3 Severability: if any provision of these Terms is found to be invalid, the remaining provisions remain in full force.
10.4 Entire agreement: these Terms constitute the entire agreement between you and AgePal.
11. Contact us
If you have any questions about these Terms, please contact us:
AgePal
Email: pal@agepal.co.uk
Website: agepal.co.uk