Terms of Use

1. Acceptance and How These Terms Fit Together

By creating an account or using Citovelo (the "Platform"), you agree to these Terms of Use. If you do not agree, do not use the Platform. These Terms apply to everyone: Posters (older adults and the family members or representatives who request tasks on their behalf, including Care Recipients) and Concierges (independent providers who complete tasks).

These Terms work together with the documents you accept during sign-up:

• Poster Terms of Service (for Posters) and Concierge Independent Contractor Agreement (for Concierges);
• Code of Conduct & Safety Standards (for Concierges);
• Privacy Policy;
• Insurance & Liability Policy;
• Refund & Cancellation Policy; and
• for Concierges, the Background Screening Disclosure & Authorization and Screening Policy & New York Notices.

If two documents conflict, the one written for your role applies to you, and the Insurance & Liability Policy controls insurance matters.

2. What Citovelo Is

Citovelo is a technology marketplace that connects older adults and their families with screened, independent Concierges for strictly non-medical help, such as errands, shopping, pharmacy pickups, light household help, technology help, organizing, companionship, and non-clinical check-in visits. Our Platform provides task posting and claiming, secure payment through Stripe, in-app communication, location sharing during active jobs for safety, support and dispute review, and ratings and reviews.

Citovelo is not a home care agency, a medical provider, or an employer of Concierges, and it is not an emergency service. In an emergency, call 911.

3. Accounts and Eligibility

• You must be at least 18 years old, legally able to enter a contract, and a U.S. resident. Concierges must be at least 21 and authorized to work in the United States.
• Give accurate, current, and complete information, keep your login secure, and tell us right away about any unauthorized use. You are responsible for activity under your account.
• Booking for someone else. If you request tasks for a Care Recipient, you confirm that you are authorized to do so (for example, as a family member, agent under a power of attorney, or guardian), and that the Care Recipient knows about and agrees to the visit unless a legal representative has authority to decide for them.
• Concierges must complete identity verification and screening, accept the required onboarding documents, and meet all legal requirements for the services they offer.

4. Responsibilities

Posters agree to describe tasks accurately, including known hazards; request only lawful and safe tasks; provide reasonable access and information; pay through the Platform; secure valuables, cash, medications, and documents before a visit; and treat Concierges with respect.

Concierges agree to complete claimed tasks professionally and on time, communicate promptly, keep required licenses and insurance, follow the Code of Conduct & Safety Standards, treat Posters and their property with respect, keep their availability accurate, and report their income and pay their taxes as independent contractors.

5. Permitted and Prohibited Tasks

Permitted tasks are strictly non-medical help that directly benefits a senior or their household, including pharmacy pickups of sealed, pharmacy-packaged orders delivered unopened.

Prohibited tasks. The following are not allowed on the Platform. A task in these categories will be removed, and accounts that post or claim one may be suspended or permanently removed:

• Medical or clinical tasks. No medication handling beyond delivering a sealed pharmacy order unopened. That means no giving, administering, opening, sorting, setting up, or reminding about medication, and no diagnostic checks, wound care, vital-sign monitoring, medical assessments, physical therapy, or any task needing a medical license or certification.
• Lifting or physical support. No lifting, carrying, moving, steadying, transferring, or physically supporting any person.
• Transportation. Concierges never transport any person in any vehicle, including driving a senior to an appointment, an errand, or anywhere else, and never ride in a Poster's vehicle. A Concierge may drive alone in their own vehicle to run an errand.
• Personal care. Bathing, dressing, toileting, feeding assistance, and other hands-on personal care.
• Heavy or hazardous work. Heavy industrial machinery, commercial construction, structural demolition, hazardous material handling, or work needing OSHA-certified supervision.
• Financial and legal acts. Accessing or managing financial accounts, cards, checks, or passwords; signing for a Poster; or giving legal, financial, or medical advice.
• Business and non-senior services. General business tasks, office support, event setup, commercial inventory, or any service that does not directly benefit a senior or their household.

Citovelo decides whether a task falls in a prohibited category. A Concierge who finds a prohibited task after claiming it must cancel it and report it in the app.

6. Screening and Safety

Concierges are screened through our screening partner, Checkr, Inc., before they can claim any task, and are monitored on an ongoing basis while active. Citovelo may revoke access at any time if screening status changes or a discrepancy is found, following the process in our Screening Policy. No screening, verification, or monitoring can guarantee a person's safety or predict future conduct. Please read the Poster Safety, Scope & Care Recipient Consent Acknowledgment for steps you can take. If you feel unsafe at any time, ask the other person to leave and use the Safety button, or call 911.

7. Payments and Fees

• Stripe. Payments are processed by Stripe. Concierges create and verify a Stripe account to be paid.
• At booking. The Poster sees the task price and, added on top, the Insurance & Platform Fees shown together under one heading, followed by the total. The total is collected through Stripe when the task is booked and held securely.
• Insurance & Platform Fees. These cover the insurance and safety program, all payment processing (including processing on tips), and the cost of running the platform.
• When the job is done. A job has three steps: the Concierge claims it, checks in to start it, and taps Complete to end it. When the Concierge taps Complete, their base payout is released to their Stripe account, usually instantly. Tasks that involve a delivery are also verified with a 5-digit code the Poster gives the Concierge at handoff.
• Rating incentive and tips. A strong Poster rating can add an incentive on top of a Concierge's base payout, which is never reduced by a rating. Tips go in full to the Concierge. Details are in the Concierge Independent Contractor Agreement.
• Cancellations and refunds. Cancellation fees, refunds, and the dispute process are in the Refund & Cancellation Policy. In short: cancelling is free until 1 hour before the start, then $8.99 after a Concierge has claimed the task, and $17.98 after check-in or if no one is available at arrival.
• Concierge onboarding fee. Concierges pay a one-time Onboarding Screening Fee of $25 toward the cost of their background screening, shown and charged before screening starts. It is refunded in full if the Concierge is not approved, and paid back as a bonus after 3 jobs completed in good standing within 60 days of approval. Details are in the Concierge Independent Contractor Agreement and the Refund & Cancellation Policy. It is never taken out of a task payout.
• Payment protection is not insurance. Citovelo is not responsible for delays caused by payment processors or banks.
• Off-platform payments. Paying or arranging work outside the Platform to avoid fees is not allowed and may void insurance protections.

8. Ratings and Reviews

Users may rate each other after a task. Reviews must be honest, based on real experience, non-discriminatory, and free of profanity, threats, or private information about others. We may remove reviews that break these rules. A rating can be changed after submission only through our dispute process.

9. Disputes About Tasks

If a task was not completed as described or something went wrong, report it in the app within 48 hours. We review the evidence, such as messages, check-in and check-out records, location during the job, and photos. A person makes the decision, and either side may appeal for a second review. Details are in the Refund & Cancellation Policy. This process does not take away your legal rights, including the arbitration and small-claims options in Section 19.

10. Prohibited Conduct

You may not use the Platform to: request or perform illegal activities; harass, threaten, or discriminate against anyone; avoid fees by working or paying off the Platform; create fake accounts or manipulate ratings; scrape or collect user data without permission; post spam, malware, or malicious content; impersonate another person or entity; or share another user's contact information beyond what the task needs.

11. Independent Contractors

Concierges are independent contractors, not employees, agents, or partners of Citovelo or of any Poster. They are responsible for their own taxes and compliance with the law, and Citovelo does not provide them workers' compensation, unemployment insurance, or employee benefits, except where the law requires. Posters are not hiring household employees through Citovelo.

12. Insurance

Citovelo maintains an insurance program that applies during active job sessions, subject to the terms, limits, conditions, and exclusions in the Insurance & Liability Policy. It applies only to jobs booked and paid through the Platform and performed within the permitted scope. It does not replace your own insurance.

13. Disclaimers and Limitation of Liability

To the fullest extent the law allows, the Platform is provided "as is" and "as available." Citovelo does not guarantee task completion, the quality of any service, or the conduct of any user beyond the screening and safety steps described in these Terms. Concierges are responsible for their own work.

To the fullest extent the law allows, Citovelo is not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, data, or goodwill. Citovelo's total liability to you for claims about the Platform is limited to the greater of the amounts you paid in the past 12 months or a capped amount set out in these Terms. These limits do not reduce insurance payable under the insurance 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.

14. Responsibility for Claims

Each of us is responsible for our own conduct. You agree to indemnify Citovelo against third-party claims to the extent caused by your gross negligence, willful misconduct, intentional breach of these Terms, or unlawful conduct, to the extent permitted by law and excluding losses paid by Citovelo's insurance program.

15. Privacy

Your use of the Platform is also governed by our Privacy Policy, which explains what we collect, how we use and share it, and your choices.

16. Suspension and Termination

You may close your account at any time. Open payments and disputes must be settled first. Citovelo may suspend or end your access for violating these Terms or the other documents above, fraud, safety or security risks, failing screening or verification, or repeated serious complaints. Except where safety or the law requires immediate action, we will tell you why and give you a chance to respond. Where a payment reversal is involved, the rules in the Refund & Cancellation Policy and the Concierge Independent Contractor Agreement apply. We keep data as the law and our insurers require.

17. Intellectual Property

The Platform, its brand, and its content belong to Citovelo or its licensors. You may not copy, modify, or distribute them without written permission. You keep ownership of content you submit, and you give Citovelo a non-exclusive license to use it to operate and promote the Platform.

18. Changes to These Terms

We may update these Terms. We will give at least 30 days' notice of material changes by email and in the app, and the updated Terms will show a new effective date. Continuing to use the Platform after the effective date means you accept the update.

19. Resolving Disagreements

• Talk first. Contact legal@citovelo.com and give us 30 days to resolve the issue informally.
• Arbitration. If it is not resolved, claims will go to individual binding arbitration under the rules of the American Arbitration Association, held in Saratoga County, New York, or by video. You and Citovelo give up jury trials and class actions to the extent the law allows.
• Exceptions. Small-claims court, claims for injunctive relief about confidentiality or intellectual property, government agency proceedings, and claims the law does not allow to be arbitrated are not affected.
• Opt out. You may opt out of arbitration within 30 days of accepting by emailing legal@citovelo.com with the subject "Arbitration Opt-Out."

20. Governing Law and General Terms

New York law governs these Terms, without regard to conflict-of-law rules, and the Federal Arbitration Act governs the arbitration clause. If you use the Platform from another state after we expand, that state's mandatory protections may also apply. If part of these Terms cannot be enforced, the rest still applies. You may not transfer your rights under them. These Terms, with the documents named in Section 1, are our entire agreement. You agree to use electronic signatures and records as described in the Privacy Policy.

21. Contact

22. Acknowledgment

By tapping Accept and Sign, I confirm that I have read and agree to these Terms of Use and to the other documents named in Section 1 that apply to my role.