Partner Terms and Conditions

These Partner Terms and Conditions (“Agreement”) apply to self-employed carers who use the Viola platform in the United Kingdom to offer their services to families.

1. Who we are and what Viola does

1.1 The Viola platform is operated by Viola Technology s.r.o., registered office Antala Staška 1565/30, 140 00 Prague, Czech Republic, Company ID 21991561, registered in the Commercial Register kept by the Municipal Court in Prague, Section C, File 409305 (“Viola”, “we”, “us”).

1.2 Viola runs a technology platform that introduces people looking for support at home (“Users”) to independent carers (“Customers”, “you”). Viola provides you with the platform, customer support, help with communication and the opportunity to take on orders from Users (“Viola Services”).

1.3 Viola does not itself provide care or any other assistance to Users. The assistance is provided by you, on your own account.

2. Your status

2.1 You work as a self-employed person. This Agreement is not an employment contract and does not create employment, worker status, partnership in the legal sense or agency between you and Viola.

2.2 You decide whether to accept an order, when you work and how you carry out the assistance. You are responsible for your own work and conduct towards Users.

2.3 You are responsible for registering as self-employed with HMRC, for your own tax and National Insurance, and for keeping your own accounting and tax records.

3. Registration and checks

3.1 You register by completing the registration form and accepting this Agreement. You confirm that all information you give Viola is accurate, true and complete, and you will tell us promptly if anything changes.

3.2 Before you are introduced to Users, Viola checks your identity, right to work in the UK, an Enhanced DBS certificate and references. You agree to provide the documents Viola reasonably asks for.

3.3 You must hold public liability insurance valid in the United Kingdom for the whole time you offer assistance through Viola, and show it to Viola on request.

4. Orders

4.1 Users ask for assistance through Viola. Viola offers you suitable orders and you are free to accept or decline each one.

4.2 When you accept an order and start the assistance, an agreement for the assistance (“Assistance Agreement”) is made directly between you and the User. Viola is not a party to the Assistance Agreement.

4.3 The assistance means practical support at home, for example companionship, help with daily routines, personal care, meal preparation, light housework and shopping. It does not include nursing, medical treatment or the administration of medication.

4.4 If a User ends the Assistance Agreement, Viola may introduce the User to another Customer.

5. Quality

5.1 Users expect assistance to be carried out properly, safely and to a high standard. You agree to treat Users with respect and dignity, to follow any reasonable safety instructions agreed with the User, and to keep information about Users confidential.

5.2 Users can rate the assistance. Viola may set a minimum average rating for Customers and change it from time to time.

5.3 You use your own equipment and cover your own travel costs, unless agreed otherwise.

6. Prices, fees and payment

6.1 The price of the assistance is based on a rate shown by Viola and agreed with the User.

6.2 For the Viola Services, you pay Viola a service fee calculated as a percentage of each amount invoiced to the User (“Service Fee”). The current Service Fee is shown to you before registration. Viola may change the Service Fee with at least 30 days’ notice; if you do not agree, you may end this Agreement as described in section 9.

6.3 Users pay through Viola. You appoint Viola as your limited payment agent to collect payments from Users on your behalf. Viola deducts the Service Fee and transfers the rest to your bank account.

6.4 Viola pays you twice a month:

• for days 1 to 15 of the month, by the 30th of the same month,
• for day 16 to the end of the month, by the 15th of the following month.

6.5 Viola may issue payment documents, receipts and invoices on your behalf. Please tell us about any mistake within 3 working days of receiving a document.

6.6 Viola may set off amounts you owe Viola against amounts it holds for you, and may recover unpaid amounts from Users on your behalf.

7. Working directly with Users

7.1 While this Agreement lasts and for 6 months after it ends, you must not provide assistance, yourself or through others, to Users you were introduced to through Viola outside the platform.

7.2 If you break section 7.1, you agree to pay Viola £3,500 for each breach. This does not limit Viola’s right to claim further loss.

8. Responsibility

8.1 You are solely responsible for your obligations towards Users and for any damage you cause when providing assistance.

8.2 If you seriously or repeatedly fail to provide assistance properly, Viola may charge you up to £175 for each breach, and may claim further loss.

8.3 Nothing in this Agreement limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law.

9. Ending this Agreement

9.1 Either party may end this Agreement at any time, without giving a reason, with one calendar month’s notice.

9.2 Viola may end this Agreement immediately if you no longer meet legal requirements or Viola’s standards, for example if your right to work or DBS status changes.

10. Personal data

Viola processes your personal data as described in its Privacy Policy, in line with the UK GDPR and the Data Protection Act 2018.

11. Final provisions

11.1 This Agreement is governed by the law of the Czech Republic. This does not take away any protection you have under mandatory UK law.

11.2 Viola may change this Agreement with at least 30 days’ notice. If you do not agree, you may end it with one month’s notice.

11.3 This Agreement takes effect on 22 October 2026.