Terms and Conditions

These Terms and Conditions apply to the use of the Viola platform in the United Kingdom, including violacare.co.uk and any order made through it.

1. About Viola

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 is an introductory platform. It connects people looking for support at home (“Users”) with independent, self-employed carers (“Providers”). Viola does not itself provide care, healthcare, nursing or medical services, does not employ the Providers and does not direct how they carry out their work. Viola does not act as the User’s representative when an agreement with a Provider is made.

1.3 “Professional Assistance” means practical support at home provided by a Provider on a self-employed basis, 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.

1.4 The Care Quality Commission (CQC) defines companies like Viola as an introductory agency under the Health and Social Care Act 2008.

1.5 By using the platform or placing an order, you agree to these Terms. A platform use agreement is then formed between you and Viola. Viola may end it, or stop providing its services, with immediate effect, for example where the Terms are breached.

2. Orders

2.1 You can send an enquiry through the website, by phone, email or WhatsApp. Based on your needs, Viola proposes suitable Providers and a recommended price. An order is confirmed when you accept it in writing, including by email or message.

2.2 You agree to give accurate information about the support needed, the home and any relevant health or safety matters, so that a suitable Provider can be proposed.

3. Ongoing support and notice

3.1 For ongoing hourly or overnight support, either party may end the order with one month’s notice, unless the order says otherwise or the parties agree a shorter period.

3.2 For live-in support, you may end the order without notice during the first 7 days. After that, the notice period is 14 days.

3.3 You may ask Viola to propose a different Provider at any time.

4. Agreement with the Provider

4.1 A separate agreement for Professional Assistance (“Professional Assistance Agreement”) is made directly between you and the Provider. It is formed when you allow the Provider to start work at the agreed location.

4.2 The Provider is responsible for carrying out the Professional Assistance, for their own tax and insurance as a self-employed person, and for any damage they cause.

4.3 Viola does not guarantee the conduct, performance, quality or availability of any particular Provider. Viola checks Providers as described on its website before introducing them.

5. Prices and payment

5.1 Viola collects payment for the Professional Assistance on behalf of the Provider, as the Provider’s limited payment agent. A payment made to Viola counts as a payment to the Provider.

5.2 The website and the order show a recommended price. The final price is agreed between you and the Provider.

5.3 Viola invoices twice a month: once for days 1 to 15 of the month, and once for day 16 to the end of the month. Payment is due by bank transfer within 5 days of the invoice date.

5.4 For one-off support for a fixed period, a deposit of 50% is due at least 7 days before the start. For one-off, short-term orders under £500, an administration fee may apply, as stated in the order.

5.5 Any overpayment is refunded within 30 days of Viola confirming it by email.

5.6 Viola does not hold a payment account or wallet for you with a freely usable balance.

6. Cancellation

6.1 You can cancel an order free of charge up to 5 days before the planned start.

6.2 If you cancel later, a cancellation fee of up to 30% of the recommended weekly price may apply, with a minimum of £100.

6.3 Your right to cancel as a consumer. If you place an order at a distance (online, by phone or email) or away from our premises, you have the right to cancel within 14 days without giving a reason. If you ask for support to start within those 14 days, you will pay for the support already provided up to the time you cancel. To cancel, send us a clear statement by email to [email protected].

7. Your obligations

7.1 You agree to provide a safe working environment for the Provider and to treat the Provider with respect.

7.2 During an order and for 6 months after it ends, you agree not to arrange Professional Assistance directly with a Provider you were introduced to through Viola, outside the platform.

7.3 If you pay late, a late payment charge of 0.05% of the unpaid amount per day may be due to the Provider, and Viola may charge £10 for each payment reminder. Viola may recover unpaid amounts on behalf of the Provider.

8. Complaints

8.1 If you are not satisfied with the Professional Assistance or with Viola’s service, please tell us at [email protected], ideally within 3 working days, so we can look into it while the facts are fresh. We will still consider later complaints, but they may be harder to verify.

8.2 Viola will help you resolve the matter with the Provider and, where needed, propose a different Provider.

9. Reviews

You may rate the Professional Assistance and leave comments. Reviews must be honest and must not include offensive content or other people’s personal data.

10. Personal data

Viola processes personal data as described in its Privacy Policy, in line with the UK GDPR and the Data Protection Act 2018. Where you share health information about the person receiving support, you give your explicit consent to its use for arranging suitable Professional Assistance. You may withdraw consent to marketing at any time.

11. Liability

11.1 The platform is provided “as is” and “as available”. Viola is not liable for damage caused by a Provider in carrying out Professional Assistance.

11.2 Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law.

12. Final provisions

12.1 These Terms are governed by the law of the Czech Republic. If you are a consumer living in the United Kingdom, you also keep the protection of the mandatory consumer laws of the part of the UK where you live, and you may bring a claim in the courts of that part of the UK.

12.2 Viola may change these Terms with at least 30 days’ notice. If you do not agree with the change, you may end your agreement with Viola with one month’s notice.

12.3 These Terms take effect on 21 October 2026.