Last updated: July 20, 2026
These Terms of Service ("Terms") govern your use of Safe (the "Platform"), operated at usesafeapp.com. By creating an account, posting a care request, accepting a booking, or otherwise using Safe, you agree to these Terms. If you do not agree, do not use the Platform.
Safe is a marketplace that connects families and healthcare facilities ("Requesters") with independent caregivers and healthcare professionals ("Providers"). Safe verifies each Provider's identity, applicable license, and background before their profile is published.
Safe is not a home care agency, staffing agency, employer, or medical provider. Providers are independent professionals, not Safe employees or contractors. Safe does not supervise, direct, or control the care a Provider delivers, and Safe is not a substitute for 911 or emergency medical care.
All payments on Safe are processed by Stripe, our third-party payment processor. Safe never stores your raw card number — Stripe collects and stores card details directly; Safe only ever holds a Stripe-issued reference token.
When you request a booking, we save your payment method (via a Stripe SetupIntent) but do not charge you yet.
When a Provider accepts your request, we place an authorization hold on your saved payment method for the full quoted amount (provider rate plus the family service fee described below). This is an authorization, not a charge — funds are reserved but not yet withdrawn from your account. For bookings scheduled more than 6 days out, this authorization is deliberately deferred to closer to your service date, consistent with card network rules limiting how long an authorization hold may remain open.
When the booking is marked completed, the authorized amount is captured (actually charged). No booking is ever charged before both a Provider has accepted it and the service has been marked completed.
Provider payouts. Providers are paid via Stripe Connect. Safe holds the captured payment and transfers the Provider's share to their connected Stripe account after a completion review window, net of the marketplace fee described below. A Provider must complete Stripe's identity and bank-account verification (Stripe Connect onboarding) before they can be paid; Safe cannot pay an unverified Provider.
Safe charges two separate, disclosed fees. Both are configurable by Safe and may change; the rate in effect at the time you request or accept a booking is always shown in the on-screen price breakdown before you confirm.
Family service fee — a percentage added on top of the Provider's quoted total, charged to the family/facility Requester. This covers access to verified professionals, secure payment processing, booking management, and customer support.
Marketplace fee — a percentage deducted from the Provider's payout only upon successful completion of a paid booking. Providers pay nothing to join, apply, or get verified; this fee is only ever taken out of an actual completed, paid booking.
Healthcare facilities may instead be on a custom Enterprise pricing plan negotiated directly with Safe; if so, that rate is disclosed to the facility separately and is never a hidden default.
Every fee amount is computed server-side at the time of the transaction and shown in the checkout breakdown before you submit or accept a booking — fees are never charged silently or after the fact without having been shown first.
Before a Provider accepts your request: you may cancel freely. No authorization has been placed yet, so there is nothing to refund.
After a Provider accepts but before the booking is completed: if you cancel, any authorization hold is released (voided) — you are not charged.
After a booking is marked completed and captured: the booking can no longer be cancelled through self-service cancellation. If you believe a completed booking was charged in error, or service was not delivered as booked, contact Safe support; refunds for completed bookings are issued at Safe's discretion following a review, and may be full or partial. Refunds are processed back to your original payment method through Stripe and may take several business days to appear, depending on your bank or card issuer.
If a family raises a payment dispute (chargeback) with their card issuer, the related Provider payout for that booking is held pending resolution of the dispute and will not be released while the dispute is open.
Providers must maintain accurate license and certification information, complete Stripe Connect identity/bank verification before requesting payout, and deliver care consistent with what was represented on their profile. Safe may suspend a Provider's ability to accept new bookings if verification lapses or a serious safety concern is reported.
Safe may suspend or terminate any account for violation of these Terms, fraudulent payment activity, failed identity/background verification, or conduct that puts another user's safety at risk. You may close your account at any time by contacting support; any completed booking obligations (payment, payout, or an open dispute) survive account closure until resolved.
Safe is provided "as is." Safe does not guarantee the availability, quality, or conduct of any Provider, and is not liable for the acts or omissions of independent Providers or Requesters. To the fullest extent permitted by law, Safe's aggregate liability arising out of your use of the Platform is limited to the fees you paid to Safe in the twelve months preceding the claim.
Safe may update these Terms from time to time. Continued use of the Platform after an update constitutes acceptance of the revised Terms. Material changes affecting payments or fees will be reflected in the on-screen checkout breakdown before you are charged under the new terms.
Questions about these Terms, a charge, or a refund? Contact Safe support through your account.
