AIBŌ – TERMS OF SERVICE
Last updated: 27/01/2026
Welcome! Thanks for visiting AIBŌ.
BY USING THE SERVICES, YOU AGREE TO THESE TERMS, WHICH FORM A LEGALLY BINDING AGREEMENT BETWEEN YOU AND US.
IF YOU DO NOT AGREE, PLEASE STOP USING THE SERVICES.
These Terms apply to any person who accesses or uses the Services (including through our website at https://aibo.org.uk/ (the Site) or any mobile app, messaging app or desktop platform provided by us (the Platform)).
You can visit our FAQ/resources page for general information about AIBŌ here: https://aibo.org.uk/faqs
IMPORTANT
By creating an account, applying to join, organising Visits, communicating via the Platform, or otherwise accessing or using the Services (defined below), you confirm that you have read, understood and agree to be bound by these Terms and any additional terms that apply to you.
Your consumer rights. Please see your consumer rights in section 4 below. Nothing in these Terms affects your statutory rights under UK law.
These Terms may be updated from time to time as per clause 22. Please ensure you review the Terms before using the Services.
We draw your attention to our limitation of liability and disclaimers clause 20.
Privacy
We respect your personal information, please see our privacy notice here: https://aibo.org.uk/privacy-policy Please see how Buddy’s treat your personal information here in the Buddy Privacy Notice: https://aibo.org.uk/buddy-privacy-policy
Terms
1. Contact and support
If you need help, have a concern, or want to report something important, contact us at: info@aibo.org.uk.
2. Who we are
The Services are operated by AIBO PLATFORM LTD (trading as AIBŌ), a company incorporated in England & Wales (company number 15931224) with its registered office at 167–169 Great Portland Street, London, W1W 5PF (we, our, us).
Email: info@aibo.org.uk
AIBŌ is a technology platform that helps connect and match older adults (Customers) with independent individuals (Buddies) for companionship and light day-to-day support (Provider Services).
We are:
not a care provider;
not an employer of Buddies; and
not regulated as a care service.
Provider Services are direct between Customers and Buddies. AIBŌ is not a party to those contracts.
3. Definitions
In these Terms:
Buddy means an independent individual (acting as a business) who offers Provider Services.
Customer means the person who receives Provider Services.
Provider Services means companionship and light day-to-day support provided by Buddies to Customers.
Stakeholder means an authorised representative, family member or friend who uses the Platform on a Customer’s behalf.
Provider Terms means the separate terms that apply to Buddies and govern matters specific to the provision of Provider Services.
Privacy Notice means our privacy notice (including our cookie policy), which applies to everyone.
Services means the Site, the Platform, and all related services we provide (including matching, scheduling tools, payments processing as agent, and communications tools we may provide).
Terms means these AIBŌ Terms of Service.
User means any person who accesses or uses the Services in any capacity, including as a Customer, Stakeholder or Buddy.
Visit means a visit by a Buddy to a Customer, as agreed and organised between them.
4. Consumer rights and Buddy commitments
This clause explains your statutory consumer rights where you are a consumer, and sets out the minimum standards that Buddies agree to comply with when providing services to Customers through the Platform.
Quality of services
Under the Consumer Rights Act 2015, where you are a consumer:
Services must be provided with reasonable care and skillIf services are not provided properly, you may be entitled to a remedy, such as repeat performance or a partial refund, depending on the circumstances.
Your 14-day cooling-off rights
Each Visit, or bundle or subscription of Visits, is treated as a separate contract for consumer law purposes. As a consumer, you may have a statutory right to cancel certain contracts within 14 days, except in the case of the exceptions below.
Bundles and subscriptions with no fixed date or time
If you purchase a bundle, package, credit or subscription through the Platform which does not relate to a specific date or time at the point of purchase, you have the right to cancel within 14 days of purchase for any reason.
If you cancel within this period, you will receive a refund for the unused portion.
If you expressly request that services under a bundle or subscription begin during the 14-day period and then cancel, you may be required to pay for the proportion of services already provided or scheduled up to the point of cancellation.
Visits with a specific date or time
Where you organise a Visit for services scheduled on a specific date, the statutory 14-day cooling-off period does not apply to that Visit.
Starting services during the cooling-off period
Where applicable, if you expressly request that services begin within your 14-day cooling-off period, you acknowledge and agree that:
once the relevant service has been fully performed, your right to cancel no longer applies if you cancel after services have begun but before completion, you may be charged for the proportion of services already provided;
where a service is scheduled for a specific date or time, you are not entitled to a refund for cancelling that Visit.
5. What AIBŌ is here to do
AIBŌ exists to make companionship and light day-to-day help easier to arrange, safer to organise and simpler to manage - for Customers, their families and Buddies.
The Services help with:
matching Customers and Buddies;
organising Visits;
collecting and processing payments (as agent);
and optional communication tools (e.g. messaging).
AIBŌ does not supervise Visits, control how Provider Services are delivered, or guarantee outcomes.
No guarantees. While we aim to provide a reliable and well-functioning Platform, the Services are provided on an “as is” and “as available” basis. We do not guarantee that the Services will always be available, uninterrupted, error-free, or suitable for every User’s needs or expectations.
Not a substitute for regulated or professional services. The Services are designed to facilitate companionship and light support only. They are not a substitute for professional, medical, social care or safeguarding advice or services. Users remain responsible for making their own assessments and arrangements where professional or regulated support is required.
6. Your and our responsibilities
Customer or Stakeholder:
where possible, it is strongly encouraged that you meet your Buddy in person (during the 'free first meet-up offered);
You agree to take reasonable steps to ensure a safe environment for Buddies and confirm that, to the best of your knowledge, there are no circumstances that would make your or a Buddy’s use of the Platform or any Services unsafe or inappropriate having regard to these terms and any applicable policies; and
notify the Buddy when organising a Visit if there are any relevant requirements that may apply.
AIBŌ:
introduces Customers and Buddies;
helps with the organisation of Visits; and
collects and processes payments as agent.
AIBŌ does not:
actively supervise or monitor Visits or communications between users, but we reserve the right to access, review and manage communications where reasonably necessary for operating or improving the Platform and the experience for Users;
direct or control how Provider Services are delivered;
employ Buddies;
create any partnership, agency or joint venture; or
take responsibility for activities and interactions between Buddies and Customers.
Buddies act independently, are responsible for their Provider Services and activities, and set their own availability.
Platform discretion.
We operate a platform used by different people in different circumstances. To protect Users, maintain trust, and comply with legal, regulatory and safeguarding obligations, we may make reasonable decisions about how the Platform operates, including setting conditions, limits or requirements on use. We and Buddies each reserve the right to refuse or decline a Visit or a Customer, for any reason or no reason, at our or their discretion.
7. Terms that apply
These Terms apply to all Users, regardless of role or how the Services are accessed or used.
The Privacy Notice applies to everyone.If you are a Buddy, these Terms apply to you in addition to the separate Provider Terms, which govern matters specific to the provision of Provider Services.If there is any inconsistency between these Terms and the Provider Terms, the Provider Terms will prevail only to the extent of that inconsistency and only in relation to the provision of Provider Services.
These Terms otherwise continue to apply in full.
8. Who can use the Platform (Customers and Stakeholders)
Customers may use the Platform directly, or via a Stakeholder. By using the Platform as a Stakeholder, you confirm that:
you have the necessary authority to act on the Customer’s behalf;
you are responsible for activity carried out through the account; and
you are authorised to provide information about the Customer and to communicate on their behalf.
Where a Stakeholder uses the Platform:
the Stakeholder is the contracting user of the Platform;
the Customer is the beneficiary of Provider Services;
the Stakeholder is responsible for compliance with these Terms in connection with the Services and Platform use, including (without limitation) visit instructions, cancellations, authorisations and permissions given on behalf of the Customer, payments, and reasonable standards of behaviour during interactions arranged through the Services; and
To ensure that accountability and responsibility for the safe and compliant use of the Platform and Buddy Services is not avoided, the following applies: where a Stakeholder uses the Services on a Customer’s behalf, the Stakeholder is responsible for ensuring the Customer’s compliance with the applicable Terms; and references in these Terms to the Customer include the Stakeholder (and vice versa, where appropriate).
We may rely on the information and confirmations provided by Customers and Stakeholders and are not required to make further enquiries, unless we have reason to believe otherwise.
9. What Buddies can and cannot do (safety boundaries)
Buddies may help with:
companionship and social time;
light errands and shopping support;
light practical help (e.g. basic tech support);
walking or driving, where appropriate and properly insured.
Buddies must not provide:
personal care (washing, dressing, toileting);
medical care, medical advice, or anything requiring clinical judgement;
financial handling (banking, cash withdrawals, online banking, being added to accounts);
taxi/transport services as part of ongoing care services; or
any activity requiring regulated care.
If a Customer needs regulated care or medical support, this must be arranged separately through an authorised provider. The Services and Provider Services must not be used as a substitute for regulated care or professional services.
10. Checks, verification, safeguarding and cooperation
To support safety, quality and compliance, checks may be required before and during use of the Services, and we may request information or documents from Users from time to time.
Users must act reasonably, respectfully and safely.
You must promptly notify us of:any incident causing or risking harm;
safeguarding concerns; or
conduct that may breach these Terms or the law.
Users agree to cooperate with reasonable queries, investigations, provide information when requested and preserve relevant records where lawfully required.
We may refuse access, restrict access or suspend access where we reasonably consider it necessary for safeguarding, legal, regulatory or compliance reasons.
11. Insurance
General
Buddies are independent service providers and are responsible for arranging and maintaining any insurance where legally required for the activities they carry out.
AIBŌ does not provide insurance for Visits, activities or interactions between Users and does not insure Buddies, Customers or Stakeholders.
Driving and transport
If a Buddy carries out driving activities, they confirm that they:
do so in compliance with applicable rules and regulations;
have a valid UK driving licence, a roadworthy car with up-to-date MOT; and
have appropriate motor insurance for the activity, including business-use motor insurance where required.
If a Buddy offers to drive a Customer, they do so independently and are responsible for having the appropriate licence and insurance in place. AIBŌ carries out initial checks on driving licences and MOTs on Buddies who join AIBŌ, but does not accept responsibility for driving activities.
We may request evidence of insurance or compliance at any time and may suspend Services/access unless/until satisfactory evidence is not provided.
12. Gifting and financial safeguarding
Buddies must not handle Customer finances or banking. Significant gifts (cash, expensive items, inheritance discussions) are not permitted. Small, infrequent non-monetary tokens of appreciation are generally fine.
13. Visits, scheduling, cancellations, payments and refunds
Visits
When you request to purchase Visits, you are making an offer to purchase services. If your request is accepted, we or the Buddy will confirm this in writing, at which point there is a contract between you and the Buddy. Acknowledgement of your request is not acceptance.
Visits may be organised between Customers and Buddies directly, or via the Platform or another method agreed with us.
Visits may be organised hourly or, if permitted by us, as a prepaid bundle or subscriptions of hours.
Bundles and subscriptions: all hours must be used within 12 months from the purchase date. This reflects availability planning and the independent nature of Provider Services. Unused hours will expire at the end of this period and are non-refundable unless required by law or where we reasonably agree otherwise, for example where use has been prevented by serious illness or other exceptional circumstances beyond your control.
Payments and billing
Payments for Provider Services are made to AIBŌ, not directly to the Buddy. AIBŌ collects payment as agent and facilitates payment to Buddies, as follows:Periodically for Visits completed, as agreed in writing. Bundles: payable in advance, or as otherwise agreed in writing.Subscriptions: payable periodically as agreed in writing.Payment may be made by any method permitted by us, which may include bank transfer, direct debit or card. VAT applies only if stated.
Rescheduling and cancellations
If a Visit needs to be cancelled or rescheduled, you must inform the Buddy directly as early as possible.
Visits cancelled with fewer than 24 hours’ notice are chargeable unless due to illness or emergency.
Repeated late cancellations may lead to revised payment terms or scheduling requirements, or suspension.
Refunds
No refunds are provided for the following, except where required by law (e.g. your consumer rights) or where we reasonably decide otherwise in line with these Terms: completed Visits, missed Visits, late-cancelled Visits, expired bundle or subscription hours, Visits that cannot be rescheduled, or unused subscriptions and bundles of Visits that you purchase where there’s no refund expressly offered.
Nothing here affects statutory consumer rights, including the 14-day cooling off period described above.
14. Expenses
Some Buddies may request reimbursement of reasonable, pre-agreed out-of-pocket expenses incurred in connection with activities, visits or outings undertaken by the Buddy with and/or for the benefit of the Customer, where those costs are paid by the Buddy on the Customer’s behalf (including where the cost relates to both the Buddy and the Customer).
Such expenses may include, for example, the cost of activities, outings, tickets, food or refreshments where the Buddy and Customer attend or participate together. These costs are the Customer’s responsibility and may either be paid directly by the Customer at the time or paid by the Buddy and later claimed as an expense.
Customers may set a weekly expenses cap, which is pre-agreed and pre-authorised, allowing the Buddy to incur and pay expenses up to that amount for the agreed purpose without seeking further approval. Any expenses above the weekly expenses cap must be agreed in advance.
Customers authorise AIBŌ to process reimbursement of approved expenses to the Buddy on an ad-hoc basis or as part of each payment or billing cycle. AIBŌ processes payments only and is not responsible for the expense itself or the underlying activity.
15. Sharing between Users – photos, updates, sharing and confidentiality
The Platform may allow Users to share messages, photos and updates.
By doing so, you confirm that you have permission to do so and to share them with those included in the communication.
Public use of photos or content requires separate, explicit consent.
AIBŌ does not actively monitor private communications and is not responsible for how information is used once shared.
Users are expected to act respectfully and avoid sharing unnecessary sensitive or private information.
Please only share photos of a Users for internal communication, where appropriate and where they are comfortable with this.
This clause does not affect any permission you may grant us under these Terms or in writing to use your images/content from time to time for an agreed purpose.
16. Acceptable use of the Site and Platform
You agree not to:
break the law;
harm or attempt to harm others;
upload malicious code;
send spam;
copy, scrape or harvest data;
interfere with the operation or security of the Site/Platform; or
commercially exploit the Platform without our consent.
You must also comply with any additional requirements applicable to you under the Provider Terms (if you are a Buddy).
We may take action if these Terms are breached, including restricting access, suspending accounts, ending agreements, or reporting unlawful behaviour.
17. Links to third-party sites
The Platform may contain links to third-party websites for convenience only. We are not responsible for their content, security or practices. Please review their terms and privacy notices before using them.
18. Suspension and terminationTermination by you
You may stop using the Services and terminate your agreement with us at any time by:
closing or deleting your account through the Platform (where available); or
notifying us in writing that you wish to close your account.
Customers and Stakeholders
If you are a Customer or Stakeholder and you terminate your account in this way: you will be entitled to a refund of any amounts you have paid in advance for Services or Visits that have not been used or delivered at the time of termination, except as follows:
No refunds will be due (or only partial refunds will be due) where: the Services were purchased as part of a bundle, subscription, promotion or offer that was clearly stated at the time of purchase to be non-refundable or partially refundable, and subject to any additional terms that may apply as clearly supplied to you at the time of purchase.
Buddies
If you are a Buddy and terminate your account in this way, your access to the Platform will end, and any amounts properly due to you and held by us at the time of termination will be paid out to you in accordance with our payment terms, subject to any lawful deductions or adjustments.
Termination or suspension by us (applicable to any User)
We may suspend, restrict or terminate access to the Services or end your agreement with us at any time without penalty or compensation where we reasonably consider it necessary for legal, regulatory, safeguarding, compliance or risk-management reasons.
Such action may be immediate and taken with or without prior notice.
Otherwise we may serve 14 days’ notice in writing at any time to end your agreement with us for any reason or no reason (for convenience).
19. Intellectual property
We own (or license) all intellectual property rights in the Site/Platform and its content and media.
Users retain ownership of their own intellectual property. You may view and print one copy for personal use only. You must not copy, reproduce, modify or distribute content without our prior written consent.
For media enquiries, please contact: info@aibo.org.uk.
20. Liability and Disclaimers – Customers and Stakeholders
20.1. We are responsible for loss or damage that is both foreseeable (meaning it could reasonably have been expected) and caused by our failure to use reasonable care and skill in providing the Platform, or by our breach of these Terms, subject to the limitations set out in clauses 20.2 to 20.9 below.
20.2. Provider Services are provided by independent Providers and are arranged via the Platform only. We do not provide the Provider Services ourselves and are not responsible for the acts, omissions, services, conduct or performance of any Provider, except where the law says otherwise.
20.3. Except where the law prevents limitation, our total liability arising out of or in connection with the Platform (for example for any Visit, Provider Services, payment or arrangement made via the Platform) is limited to the greater of the amount you paid (or owe) to us, or £100.
20.4. We are not responsible for losses that are not a direct result of our breach, or for business losses (including loss of profit, revenue or opportunity), as the Platform is for personal use only.
20.5. Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
20.6. We do not guarantee any particular outcome, result or experience from using the Platform or from any Provider Services booked via the Platform.20.7. Provider Services do not replace professional, medical, clinical or emergency services and should not be relied on as such.
20.8. The Platform is provided on an “as is” and “as available” basis.
21. Data protection & cookies
We respect your privacy and personal information. Our Privacy Notice explains how we handle your personal information, and includes our cookie policy. Please read it carefully.
Personal data sharing between Users
By using the Platform, you acknowledge and agree that, where necessary to arrange and carry out Visits and provide the Services, certain personal information about you will be shared with other Users (including Buddies, Customers and Stakeholders, as applicable).
Such sharing is necessary for the performance of the Services and for Users to communicate and interact with each other in connection with Visits.Where personal data is shared between Users, the recipient User processes that data as an independent data controller, in accordance with the applicable privacy notice (including, for Buddies, the Buddy Privacy Notice).
AIBŌ facilitates the sharing of personal data through the Platform but does not control how Users process personal data once it has been shared for the purposes described above.
Users should not share unnecessary sensitive or health information.
Personal data shared with Buddies
When you organise a Visit or otherwise interact with a Buddy through the Platform, certain personal information about you may be shared with that Buddy so the Visit can be arranged and carried out.
In these circumstances, Buddies process your personal information as independent data controllers and their use of that information is governed by the Buddy Privacy Notice, not by AIBŌ’s Privacy Notice.
AIBŌ facilitates the sharing of personal information through the Platform but does not control how Buddies process personal information once it has been shared for the purposes of providing Provider Services.
The current version of the Buddy Privacy Notice is made available via the Platform and forms part of the terms applicable to Buddies.
22. Changes to these Terms
We may update these Terms from time to time. Where we do so, we’ll notify you of any material changes by email. The updated Terms will apply from the date stated in the notice. If you continue to access or use the Services from that date, you’re deemed to have accepted the updated Terms.
23. Severability
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
24. Resolution, law & jurisdiction
If a disagreement arises, you and us agree to try to resolve it by good-faith discussion. If needed, we may agree to mediation. If unresolved, the courts of England & Wales have exclusive jurisdiction (subject to consumer rights). Only English law applies. As a consumer, you may bring a claim in your local courts, if not in England or Wales