Concierge Terms of Service

1. Eligibility to Serve as a Concierge

• You must be at least 18 years of age
• You must pass identity verification and background screening as described in our Background Screening and Eligibility Policy
• You must provide accurate, current personal and tax information
• You must maintain a valid payment account (Stripe Connect) to receive payouts
• You may not serve as a Concierge if your account is suspended, deactivated, or on the waitlist

2. Your Concierge Account

• You are responsible for all activity under your account credentials
• You may not share, transfer, or allow another person to use your account
• You must keep your profile, availability, and service areas accurate and up to date
• Only one Concierge account per person is permitted

3. Accepting and Performing Tasks

As a Concierge you agree to:

• Accept only tasks you are qualified, licensed, and able to complete safely
• Perform each task with reasonable care, patience, and professionalism
• Communicate promptly and clearly with seniors and their families
• Arrive within the agreed time block and complete the task as described
• Provide accurate progress updates, especially for check-ins and errands
• Never provide medical care, medication management, personal care, or transportation/rides
• Report any signs of elder abuse, neglect, or exploitation immediately

You are free to choose which tasks you accept and to decline any task without penalty. You are never assigned tasks against your will. Once you claim a task, you are expected to complete it; unwarranted abandonment of a claimed task may affect your standing.

4. Service Standards and Quality

• Maintain a minimum 4.0 average rating to remain in good standing
• Respond to messages from Posters within 24 hours
• Treat elderly clients with dignity, respect, and compassion
• Respect clients' property, privacy, and personal boundaries
• Follow all safety protocols and applicable laws

5. Compensation and Payouts

• You earn the agreed task rate, less applicable platform fees
• Tips are paid 100% to you
• Payouts are processed to your Stripe Connect account within 2-3 business days of completed and verified tasks
• Chargebacks, refunds, or dispute penalties may be deducted from your wallet balance
• Citovelo does not guarantee any minimum number of tasks, income, or hours

6. Ratings and Performance Reviews

Your performance is subject to Poster ratings and reviews. Consistently poor ratings, excessive disputes, or repeated no-shows may result in reduced visibility, suspension, or deactivation. You agree to cooperate fully with any performance review and accept the outcome of dispute resolution.

7. Background Screening

You must complete and authorize background screening as described in the Background Screening Disclosure and Authorization and the Background Screening and Eligibility Policy. Certain findings may result in ineligibility, suspension, or termination. You must promptly notify Citovelo of any disqualifying event that occurs after your initial screening.

8. Confidentiality and Privacy

During tasks you may access confidential information about seniors and their families, including health conditions, daily routines, home access codes, and personal circumstances. You agree to maintain strict confidentiality and not disclose, use, or exploit such information except as necessary to complete the task. You are a mandated reporter for suspected elder abuse, neglect, or financial exploitation.

9. Prohibited Conduct

• Soliciting Posters to transact off-platform
• Subcontracting tasks without Poster consent and platform approval
• Misrepresenting qualifications, identity, or experience
• Engaging in fraudulent, deceptive, or illegal activity
• Providing services outside the scope of nonmedical senior concierge support

10. Suspension and Deactivation

Citovelo may limit, suspend, or deactivate your Concierge account for:

• Violation of these Concierge Terms, the Terms of Use, or any platform policy
• Poor performance, low ratings, or excessive disputes
• Failure to pass or maintain background screening eligibility
• Fraudulent activity or safety concerns
• Failure to maintain required licenses or insurance

11. Changes to These Terms

We may update these Concierge Terms from time to time. Material changes will be communicated via email or in-app notice. Continued acceptance of tasks after changes constitutes acceptance of the updated terms.