tend — Family Terms of Service

Preamble

tend is a technology platform that helps families find and connect with independent caregivers. We provide the marketplace, the search, the messaging, and the payment rails — but the caregiving relationship is strictly between you and the caregiver you choose.

tend is not a home care agency. tend does not employ caregivers, does not supervise or control their work, and is not a party to the care you arrange. Caregivers are independent contractors who set their own rates and decide how they deliver their services.

tend serves adults (18+) in the Phoenix, Arizona metro area only. Care recipients must also be 18 or older. tend does not arrange care for minors under any circumstances.

By creating a tend account, you agree to these Terms.

Section 1 — What tend Is and Is Not

• tend provides the technology to find, message, book, and pay independent caregivers.
• tend is not the caregiver's employer, agent, or supervisor.
• tend does not direct, schedule, train, or control how a caregiver performs services.
• tend does not guarantee any caregiver's availability, conduct, quality of care, or results.
• You select, instruct, and supervise the caregiver yourself. The working relationship is between you and the caregiver.

Section 2 — Eligibility and Your Account

• You must be 18 or older to create an account.
• You must provide accurate information and keep your login secure. Notify tend immediately if your account is compromised.
• Sign-up is limited to Arizona.

Section 3 — How Caregivers Are Vetted

Before a caregiver becomes active on tend, we review the following:

• A live online interview
• A current CPR certification card
• Professional references
• A valid Arizona Level One IVP Fingerprint Clearance Card (see below)

What an Arizona Level One IVP Fingerprint Clearance Card is. It is a credential issued by the Arizona Department of Public Safety (DPS). To get one, an applicant submits fingerprints and DPS runs a criminal-history check at both the state and FBI levels against a list of disqualifying offenses defined by Arizona law. The "Level One" card is the most stringent version and is required for roles working with vulnerable adults. It is a point-in-time records check, not a guarantee of a person's future conduct or an ongoing monitoring service.

Important. This vetting is provided to help you make an informed choice. It is not a guarantee of any caregiver's honesty, competence, safety, or suitability. You are responsible for evaluating, selecting, instructing, and supervising any caregiver you engage. tend makes no representation that any caregiver is fit for your specific needs.

Section 4 — Account Types and Service Charge

tend has no subscription. You pay only when you book.

Self-Serve (15% service charge). You post jobs, review available caregivers, select, message, and book yourself. tend adds a 15% service charge to each booking.

Moderator-Assisted (25% service charge). If you'd prefer help, a tend moderator will help you post your job. Available caregivers still accept the job, and you still make the final selection — the moderator does not choose the caregiver for you. A 25% service charge applies to bookings made with moderator assistance.

The service charge is included in the all-in total shown to you at booking.

Section 5 — Booking Process

1. Post a job with the date, time, duration, services needed, address, and care recipient notes.
2. Caregivers in your area who are interested and available accept the job.
3. You select from the caregivers who accepted.

Selection windows: 24 hours for jobs 5+ days out; 8 hours for jobs less than 5 days out.
Expired jobs release caregivers automatically. Caregivers who accepted but weren't selected join your Preferred Candidates Pool for future priority.

Section 6 — Pricing and Payment

• All-in pricing. The total shown at booking includes the caregiver's rate plus tend's service charge (15% self-serve / 25% moderator-assisted).
• Pay before the booking. You pay in full when you confirm a booking. Funds are held by tend's payment processor and released to the caregiver after the shift is completed and confirmed.
• No-show protection. If your caregiver does not show up, the held funds are returned to you in full.
• Last-minute surcharge. A $25.00 surcharge applies to unmatched bookings made less than 48 hours before the visit. Matched caregivers set their own last-minute terms.
• Final charges are based on the actual time worked recorded at shift confirmation.

Section 7 — Cancellations

If you cancel a booking:

tend's service charge applies proportionally to any amount you are charged on a cancellation.

If your caregiver cancels late or doesn't show: you receive a full refund and tend will attempt to find a replacement from your Preferred Candidates Pool.

Section 8 — Shift Confirmation

The caregiver marks the shift complete in the app, and you have 24 hours to confirm or dispute it before funds are released. Start and end times often shift a little in practice; minor differences are normal, and final payment reflects the actual time worked as confirmed by both sides.

Disputes are reviewed by tend and resolved within 48 business hours. Repeated bad-faith disputes may result in account review.

Section 9 — Matched Relationships

After a completed booking, both you and the caregiver can confirm you'd like to work together again. If both confirm, a match unlocks direct messaging, recurring scheduling, and custom rate agreements. All matched bookings still run through tend. Either party may end a match at any time.

Section 10 — Off-Platform Hiring and Conversion Fee

You agree not to solicit or hire any tend caregiver outside the platform during an active or matched relationship, or for twelve (12) months after your last tend booking with that caregiver.

To hire a caregiver off-platform, you may pay a one-time Conversion Fee $250, which releases you from this obligation for that caregiver.

Section 11 — Transportation and Bring-a-Child

These are optional features a caregiver may offer. Both require your consent at the specific booking — neither carries over automatically.

Transportation. Some caregivers offer to transport care recipients in their own personal vehicles. If you accept transportation for a booking, you acknowledge that the caregiver provides it in their own vehicle, under their own personal auto insurance, and that tend is not involved in and assumes no responsibility for transportation. tend carries no auto coverage of any kind.

Bring-a-Child. Some caregivers are working parents and may ask to bring one child (age 6 or older) to a booking. This is shown to you in advance and is entirely optional. If you accept, you acknowledge the caregiver assumes full and sole responsibility for the child, and that tend disclaims all liability arising from the child's presence. Declining has no penalty for the caregiver.

Section 12 — Care Recipient Age

Care recipients must be 18 or older. By confirming a booking, you represent that the care recipient is at least 18. tend does not arrange care for minors.

Section 13 — Family Conduct

Treat caregivers with dignity. No discrimination. Do not request out-of-scope or medical services. Provide a safe environment. Two or more documented reports of difficult, disrespectful, or unsafe behavior from different caregivers may result in account suspension.

Section 14 — Privacy

Your use of tend is governed by the tend Privacy Policy, incorporated here by reference.

Section 15 — Disclaimers and Limitation of Liability

• The platform is provided "as is" with no warranties of any kind.
• tend does not guarantee any caregiver's availability, background, conduct, quality of care, or outcomes. Caregivers are independent contractors you select and supervise.
• tend is not liable for the acts, omissions, or conduct of any caregiver, or for any injury, loss, or damage arising from caregiving services, transportation, or a caregiver's child.
• To the maximum extent permitted by law, tend's total liability is limited to the greater of the total fees you paid tend in the prior three months or $500.00. tend is not liable for indirect, incidental, or consequential damages.

Section 16 — Indemnification

You agree to indemnify and hold harmless Honey Haven LLC from claims arising out of your use of the platform, your engagement of any caregiver, your breach of these Terms, or your violation of law.

Section 17 — Amendments and Termination

tend may amend these Terms with 30 days' notice; continued use means acceptance. tend may suspend accounts for violations, non-payment, or conduct that endangers caregivers. You may close your account at any time; outstanding obligations survive.

Acceptance

Creating a tend account constitutes acceptance of these Terms, captured electronically at account creation (or verbally/by email for moderator-assisted signups).