Policies & Guidelines

Everything you need to know about using Citovelo safely

Safety First

Every booking includes liability protection coverage

Verified Concierges

All concierges pass Checkr background checks

Terms of Use

Last updated: October 2026

Effective Date: October 13, 2026 ยท Version 1.0

1. Acceptance and How These Terms Fit Together

By creating an account or using Citovelo, you agree to these Terms of Use. These Terms work together with the Poster Terms of Service, Concierge Independent Contractor Agreement, Code of Conduct, Privacy Policy, Insurance & Liability Policy, and Refund & Cancellation Policy.

2. What Citovelo Is

Citovelo is a technology marketplace connecting older adults and their families with screened, independent Concierges for strictly non-medical help. Citovelo is not a home care agency, medical provider, or employer of Concierges.

3. Accounts and Eligibility

  • Must be 18+ (Concierges 21+); U.S. resident
  • Provide accurate information and keep your login secure
  • Booking for someone else: you confirm you are authorized to do so

    • 4. Permitted and Prohibited Tasks

  • Permitted: errands, shopping, pharmacy pickups (sealed, unopened), light household help, companionship, non-clinical check-ins
  • Prohibited: medical/clinical tasks, lifting or physical support, transportation of any person, personal care, heavy/hazardous work, financial/legal acts

    • 5. Payments and Fees

  • Insurance & Platform Fees shown on top of the task price, paid by the Poster
  • Concierge base payout released when they tap Complete, usually instantly
  • $8.99 cancellation fee within 1 hour of start; $17.98 after check-in
  • One-time $25 Onboarding Screening Fee for Concierges (refundable)
  • Tips go in full to the Concierge

    • 6. Insurance

    Citovelo maintains an insurance program during active job sessions, subject to the Insurance & Liability Policy. It does not replace your own insurance.

    7. Disputes

    Report within 48 hours. Evidence-based review with a person making the decision. Either side may appeal.

    8. Termination

    Citovelo may suspend or end access for violations, fraud, safety risks, or failing screening.

    9. Changes to Terms

    We give at least 30 days' notice of material changes. Continued use after the effective date means acceptance.

    Contact: legal@citovelo.com | Phone: 1-877-248-6889

    Questions about our policies? Contact us at Support@citovelo.com