These documents are placeholders written to the right structure so that nothing is missing when they go to a lawyer. They are not final, they are not legal advice, and they must be reviewed by licensed counsel in every state we operate in before the platform takes a real booking.
Terms of service
The agreement between you and Backstop Care, Inc. when you book care through the service.
Last updated: placeholder — set on publication. Status: draft pending counsel review.
What we do
We connect you with vetted independent caregivers and licensed partner centres. Where your employer sponsors the benefit, they subsidise the cost and you pay a copay.
We are not a healthcare provider and we do not provide medical services. Caregivers on the platform provide non-medical care only.
Eligibility
You must be 18 or older and eligible under an employer plan, or paying directly where self-pay is available. Eligibility is established by your employer and ends when your employment or their plan does.
Scope of care — what a caregiver will not do
Caregivers may not, and you may not ask them to:
- Administer, dispense or inject medication. Reminders only.
- Perform wound care, catheter care or ostomy care.
- Perform any transfer requiring a lift device.
- Transport a care recipient in any vehicle.
- Care for children from more than one family at the same time in a home.
- Perform housework unrelated to the care being provided.
If a care recipient needs any of the above, we cannot staff the booking. The intake asks about these needs before you submit, and we will tell you plainly and point you elsewhere.
Booking, allowances and cancellation
Every booking reserves against your plan allowance when you request it and consumes it when the booking completes.
- Cancel more than 12 hours before start: free, and your allowance is released in full.
- Cancel within 12 hours, or nobody is home when the caregiver arrives: the day is consumed and the caregiver is paid a guarantee. They held the time for you.
- We cancel: your allowance is released in full and we source a replacement at the highest priority.
Plan rules — allowance, copay, blackout dates, weekly caps and whether you can continue at unsubsidised rates once your allowance is exhausted — are set by your employer and shown in the app before you submit.
Your responsibilities
Provide accurate information about who needs care and what they need — this is a safety matter, not paperwork. Maintain safe premises. Provide emergency contacts and, for a child, a signed medical treatment authorisation before the first booking. Treat caregivers with respect.
You may not select or filter caregivers on the basis of race, religion, national origin or other protected characteristics.
Payment
Copays are charged to your saved payment method when a booking is confirmed. Reimbursement claims require a receipt and are paid within five business days at your plan's capped daily rate, subject to review.
Off-platform arrangements
Arranging care privately with a caregiver you met here is outside this agreement. Our insurance does not cover it, our vetting standards do not apply to it, and neither do our guarantees. We would rather you kept bookings on the platform for those reasons than for contractual ones.
Incidents
Report anything that goes wrong through the in-app report button. We investigate, we contact you, and for anything involving an allegation of harm we suspend the caregiver pending review. Incident records are permanent and cannot be edited.
Liability
Placeholder pending counsel. This section will address limitation of liability, the independent-contractor relationship where applicable, indemnification, dispute resolution and governing law. It has deliberately not been drafted by a non-lawyer — writing plausible-sounding liability language without counsel is worse than leaving the gap visible.
Changes and termination
We will give notice of material changes. You may stop using the service at any time; your data rights are set out in the privacy policy.