Insurance & Liability Policy

1. Citovelo's Insurance Program

Citovelo maintains an insurance program that protects Posters and Concierges during active jobs. It is provided by the program insurer under the applicable policy numbers and administered by the program broker. A certificate or policy summary is available on request.

This page is a summary, not the policy itself. The terms, limits, conditions, and exclusions of the policy control. If this page and the policy differ, the policy applies.

2. When Coverage Is Active

Coverage applies only during an active job session. A job has three steps: the Concierge claims it, checks in to start it, and taps Complete to end it. The session begins at check-in and ends when the job is marked complete, is cancelled, or otherwise leaves in-progress status (plus reasonable errand travel directly tied to the job, if the policy allows).

For coverage to apply:

• The task was booked and paid for through the Citovelo app;
• The Concierge was an approved Concierge in good standing, with completed screening;
• The work was within the permitted task list and the scope described in the booking;
• The Concierge followed Citovelo's Code of Conduct & Safety Standards and applicable law;
• The incident was reported within 24 hours (or as soon as reasonably possible); and
• The people involved cooperated with the claim review.

3. What the Program Covers

4. What the Program Does Not Cover

Unless the policy expressly says otherwise, the program does not cover:

• Any medical, nursing, or hands-on personal care service, or giving, administering, opening, sorting, setting up, reminding about, or managing medication;
• Lifting, carrying, moving, steadying, or physically supporting any person;
• Transporting any person in any vehicle. Concierges are never permitted to do this;
• Services outside the permitted task list or beyond the booked scope;
• Off-platform arrangements or payments;
• Intentional, criminal, or fraudulent acts (except as any crime coverage states);
• Work requiring a professional license the Concierge did not hold;
• Cash, jewelry, securities, art, firearms, or other high-value items left out or unsecured, above the policy sub-limit;
• Normal wear and tear or damage that existed before the job;
• Losses while the Concierge was impaired by alcohol or drugs;
• Damage to a Concierge's own vehicle or to a Poster's vehicle, unless the policy says otherwise;
• Ladders over 6 feet, roofs, trees, hazardous materials, or structural work;
• Quality-of-work or satisfaction disputes (these are handled through refunds and dispute review, not insurance);
• Consequential or indirect losses, such as lost income or business opportunities; and
• Losses covered by another insurance policy, in whole or in part. A Poster's own homeowner's or renter's policy may respond first.

Pharmacy pickups are permitted errands. A Concierge may pick up a sealed, pharmacy-packaged order and deliver it unopened. Everything else involving medication is prohibited and excluded.

5. For Concierges: Your Own Insurance

Concierges are independent contractors. Citovelo does not provide workers' compensation, health insurance, disability insurance, or unemployment insurance. The program in Section 3 applies only during active jobs and only as stated above. Outside those limits, you are responsible for your own conduct and any loss the program does not cover.

You are encouraged to carry:

• General liability insurance for your independent work (recommended coverage: $1 million);
• Health insurance and disability insurance for your own injuries and lost income;
• Auto insurance as required by law if you drive to run errands. Passenger transport is never allowed on Citovelo, so passenger-transport coverage is not needed.

Citovelo may ask for proof of insurance for certain tasks. We do not review whether your personal coverage is adequate. That remains your responsibility. For personal advice, speak with an insurance broker. Examples of places to start (not endorsements): general liability from providers such as Progressive, NEXT Insurance, or Hiscox; health coverage through Healthcare.gov or your state exchange; commercial auto from providers such as GEICO Commercial or Progressive Commercial.

6. For Posters and Families: Your Own Insurance

The program does not replace your own insurance. Your homeowner's or renter's policy may respond to incidents at your home, so ask your insurer about contractors working on your property, injuries to a Concierge at your location, and property damage during a job.

Family members who book tasks for a loved one should check that their own homeowner's or renter's policy, and the senior's, covers service providers in the senior's home, and should tell the senior about each scheduled visit. Before a job, put away cash, jewelry, medications, checks, and financial papers.

7. Who Covers What

8. If Something Happens

Immediate steps

1. Make everyone safe. Call 911 and get medical attention if needed.
2. Document it. Take photos of damage (not of people) and write down what happened, with names and times.
3. Report it in the app within 24 hours.
4. File a police report if a crime or serious accident occurred.
5. Contact your own insurer if it may apply.
6. Do not admit fault, make settlement offers, or take payment directly from the other party without telling us. Doing so can affect coverage.

What Citovelo does: we investigate, preserve and provide the booking, check-in, and message records, report the claim to our insurer, cooperate with insurers and authorities, and take action against violations of our rules.

What Citovelo does not do: provide legal representation, act as your insurer, guarantee payment by any person, or pay for injuries or damages that the insurance program does not cover and that Citovelo did not cause.

9. Claims

1. Report through the app or at insurance@citovelo.com.
2. Document with photos, receipts, police or incident reports, and witness details.
3. Review. We acknowledge your report within a set number of business days. The insurer investigates and decides on coverage.
4. Deductible. Citovelo pays the deductible for covered claims; the responsible party may pay where a rule was broken.
5. Subrogation. After paying a claim, the insurer may pursue the person responsible.
6. Appeal. If a claim is denied, you may ask for a review within 30 days by emailing insurance@citovelo.com.

10. Payment Protection Is Not Insurance

Payments are processed by Stripe. The Poster's payment is held securely until the Concierge taps Complete, which protects both sides, but it is not insurance. Refunds and cancellations are handled under the Poster Terms of Service.

11. Limits on Citovelo's Liability

To the fullest extent the law allows, Citovelo is not liable for indirect, consequential, punitive, or special damages, and its total liability for claims about the platform is limited as stated in the Terms of Service. These limits do not reduce insurance payable under the program, and they do not apply to death or bodily injury caused by Citovelo's own negligence, to gross negligence or willful misconduct, or where the law does not allow a limit. Some states do not allow certain limits, so some may not apply to you.

12. Responsibility for Claims

Each person is responsible for their own conduct. The indemnity terms that apply to each user are in the Concierge Independent Contractor Agreement and the Poster Terms of Service. Those terms are limited to claims caused by a person's gross negligence, willful misconduct, intentional breach, or unlawful conduct, and they exclude losses paid by the insurance program.

13. Changes to the Program

Citovelo may change insurers, limits, or terms. We will give notice of material changes through the app. Coverage for an incident is decided by the policy in force on the date of the incident.

14. Questions

15. Acknowledgment

Each user signs the part that applies to them.