Terms of Service

These terms are an agreement between Pelagos Digital Solutions (“we”, “us”) and the organisation that signs up for Carevelo (“your agency”). By creating an account or using the service, you agree to them on your agency's behalf and confirm you are allowed to do so.

Our Privacy Policy explains how we handle personal information, and forms part of these terms.

Carevelo provides an agency dashboard for owners, administrators and managers, and a staff app for carers. It covers shift planning, clock-in, attendance, payroll hours, messages, incident reports and compliance records.

We keep improving Carevelo, so features may change. We won't remove a core feature you rely on without giving you reasonable notice.

• Your agency's account owner controls who has access and at what level.
• You are responsible for the people you invite and for what they do in your account.
• Keep sign-in details private, and turn on two-factor sign-in for dashboard users where you can.
• Tell us straight away at support@carevelo.com if you think an account has been misused.

Your agency owns its data. You give us permission to store and process it only to provide, secure and support the service for you.

Because you decide what goes into Carevelo, you are responsible for:

• having the right to collect and use the information you enter, including about staff;
• giving your staff any notices your privacy obligations require, including about location checks at clock-in;
• recording only what you need, particularly about children in your care.

You agree not to:

• use Carevelo for anything unlawful, or to harass or harm anyone;
• try to access another agency's data or bypass security, location or clock-in checks;
• record clock-ins for someone who isn't actually at the home;
• upload malicious code, or overload, probe or reverse-engineer the service;
• resell or share access to Carevelo outside your agency.

Carevelo is a tool to help you run your homes. It does not replace your agency's judgement or your legal duties. Your agency remains responsible for:

• staffing levels, supervision and the safety of the children in your care;
• meeting licensing and regulatory requirements;
• checking payroll figures before paying staff. Hours and amounts are calculated from the records in your account.

• Prices, and the currency they are charged in, are shown on our pricing page. Taxes are added where they apply.
• Subscriptions are billed monthly or yearly in advance through our payment provider, Stripe.
• The Essentials plan includes a 14-day free trial. A payment method is needed to start it, and billing begins when the trial ends unless you cancel first.
• Adding or removing homes or staff changes your bill straight away, with a prorated charge or credit.
• If a payment fails and can't be collected after retries, we may suspend your account until it is paid.
• We'll give you at least 30 days' notice before changing the price of your plan.

You can cancel at any time from the dashboard. Cancellation takes effect immediately and access to your account ends. Fees already paid are not refunded, except where the law requires it.

Before you cancel, export anything you need, such as payroll reports. After cancelling, you can ask us at support@carevelo.com to return or delete your agency's data, unless the law requires us to keep it.

We may suspend or close an account that seriously breaks these terms, puts others at risk, or is not paid. Where it's reasonable, we'll warn you first and give you a chance to put things right.

We work hard to keep Carevelo available and to fix problems quickly, but we can't promise it will always be uninterrupted or error-free. We may need short maintenance windows, and we'll try to schedule them at quiet times. Contact support@carevelo.com for help.

Carevelo, including its software, design and content, belongs to us. We give your agency a non-exclusive, non-transferable right to use it during your subscription. If you send us feedback, we may use it to improve Carevelo without owing you anything.

The service is provided “as is”. To the extent the law allows, we disclaim implied warranties, including fitness for a particular purpose.

To the extent the law allows, we are not liable for indirect or consequential losses, such as lost profits or lost data, and our total liability under these terms is limited to the fees your agency paid us in the 12 months before the claim. Nothing in these terms limits liability that can't be limited by law.

We may update these terms. If a change is significant, we'll email your account owner at least 30 days before it takes effect. Continuing to use Carevelo after that means you accept the new terms.

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there.

Questions about these terms? Email support@carevelo.com.