Terms of Service

Introduction

These terms of service ("Terms") govern your use of the CareAdvocate website at careadvocate.co.uk ("the Website"). By accessing or using the Website, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use the Website.

CareAdvocate is operated by Matthew Hosking. References to "we", "us", or "our" throughout these Terms refer to CareAdvocate.

Registered address: CareAdvocate, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Use of the Website

The Website provides informational content about the care funding system in England. You may access and use the Website for personal, non-commercial purposes.

You agree not to:

• Use the Website in any way that is unlawful, harmful, or fraudulent
• Reproduce, distribute, or republish any content from the Website without our prior written permission
• Use automated systems, scripts, or software to access or extract data from the Website without our consent
• Attempt to interfere with the proper functioning of the Website or its underlying infrastructure
• Misrepresent your identity or affiliation when contacting us

Intellectual Property

All content on the Website — including text, graphics, logos, images, and the selection and arrangement thereof — is the property of CareAdvocate or its content suppliers and is protected by United Kingdom and international copyright laws.

You may not reproduce, modify, distribute, display, or create derivative works from any content on the Website without our express written permission. Brief quotations for the purpose of commentary, criticism, or review are permitted, provided that proper attribution is given to CareAdvocate with a link to the original content.

Paid Products and Services

Products Available

We offer a range of paid digital products and services to support families navigating the NHS Continuing Healthcare process. These include downloadable guides, templates, and the AI Record Analyser service. Full product descriptions and pricing are available on our products page.

Payment Processing

All payments are processed securely by Stripe, a PCI DSS Level 1 certified payment processor. We do not store your payment card details. By making a purchase, you agree to Stripe's terms of service.

Purchase Records

When your payment is confirmed, we create a durable purchase record in our database linked to your CareAdvocate account. This record contains the product purchased, the amount paid, the date of purchase, and the status of your delivery email. You can view your purchase history at any time via the My Purchases page in your dashboard. Purchase records are retained for 6 years in accordance with HMRC requirements for financial records. This retention obligation applies even if you subsequently delete your account.

A contract between you and CareAdvocate is formed at the moment payment is confirmed by Stripe and the purchase record is created.

Digital Delivery

After a successful purchase, you will receive an email to the address registered with your CareAdvocate account containing either a download link or an access token for the purchased service. Download links and access tokens are for your personal use only and may not be shared or resold.

Refund Policy

We offer a 30-day money-back guarantee on all digital products. If you are not satisfied with your purchase, contact us at hello@careadvocate.co.uk within 30 days of purchase for a full refund. Refunds are processed via Stripe to your original payment method and may take 5-10 business days to appear.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have a statutory right to cancel within 14 days of purchase. Our 30-day guarantee is more generous than this statutory minimum and encompasses it. For consultation-type services, delivery typically begins within 1 working day — once service delivery has commenced you acknowledge that the 14-day statutory cancellation right does not apply, though our 30-day money-back guarantee continues to apply at our discretion. For download products, access to the download link constitutes delivery of digital content; once downloaded, the statutory cancellation right does not apply under Regulation 36 of the Consumer Contracts Regulations, though our 30-day guarantee still applies.

For the AI Record Analyser, a refund is available if the service fails to produce an analysis due to a technical error. Where an analysis has been successfully generated, you may still request a refund under the 30-day guarantee if you are unsatisfied with the result.

Evidence Engine — Additional Terms

Service Description

The Evidence Engine uses artificial intelligence (Anthropic Claude and Google Gemini, both via Google Cloud Vertex AI) to analyse medical records you submit and produce a structured advocacy report. For Case Strength Report purchases, this covers the 12 NHS Continuing Healthcare Decision Support Tool (DST) domains. For Checklist Evidence Pack purchases, it additionally maps evidence against the NHS Checklist A/B/C descriptors (see below).

Limitations of AI Analysis

• The Evidence Engine provides advocacy support only. It does not constitute legal advice, medical advice, or a professional assessment.
• AI-generated analysis is probabilistic in nature and may contain inaccuracies, omissions, or misinterpretations.
• The analysis should be used as a starting point for your advocacy, not as a definitive assessment. We strongly recommend reviewing the output with a healthcare professional or CHC specialist before relying on it.
• We do not guarantee any outcome in relation to your CHC application. Approval or rejection of CHC funding is determined solely by the relevant Integrated Care Board (ICB) or Local Health Board (LHB).

Data Handling

By using the Evidence Engine, you acknowledge and consent to the following:

• The text content of your medical records will be processed by AI models (Anthropic Claude and Google Gemini) operating in UK-based data centres.
• Your records are stored with encryption on UK-based servers for 90 days from report delivery, after which they are automatically deleted. You may request earlier deletion at any time.
• AI providers do not retain your data after processing and do not use it for AI model training.
• All AI-generated analysis is reviewed by a CareAdvocate team member before release.
• Full details of how your data is handled are set out in our privacy policy.

Report Delivery

After purchasing an Evidence Engine product, you will receive a confirmation email with a link to your CareAdvocate dashboard. AI analysis typically completes within the same day, followed by expert review within 1-2 working days. You will receive an email notification when your report is ready.

Checklist Evidence Pack — Additional Terms

Service Description

The Checklist Evidence Pack is an AI-powered evidence mapping service that analyses your medical records against the official NHS Checklist A/B/C descriptors for all 11 Checklist domains. The service assigns a level (A, B, or C) to each domain, generates written assessment narratives citing specific evidence from your records, and produces a professional DOCX document for use at your Checklist meeting.

Nature of the Output

• A/B/C level assignments are based on AI analysis of the medical records provided, mapped against NHS Checklist descriptors. They represent an evidence-based interpretation to support your advocacy, not a clinical determination.
• Assessment narratives are AI-generated and reviewed (and may be edited) by a CareAdvocate team member before inclusion in the Evidence Pack.
• The Evidence Pack is an advocacy support tool. It should not substitute for professional judgement by qualified assessors.

Report Delivery Timeline

• AI analysis: typically same day as submission
• Expert review: 1-2 working days
• You will receive an email notification when your Evidence Pack is available for download from your dashboard.

Refund Terms

The Checklist Evidence Pack comes with a 30-day money-back guarantee — no questions asked. Contact us at hello@careadvocate.co.uk within 30 days of purchase for a full refund.

Informational Content Only

The content on the Website is provided for general informational purposes only and does not constitute legal, financial, medical, or professional advice. For full details, please see our disclaimer.

We make reasonable efforts to ensure that our content is accurate and current. However, care funding rules, financial thresholds, and government policy are subject to change. We do not warrant that the information on the Website is complete, accurate, reliable, or up to date at all times.

No Guarantee of Availability

We aim to keep the Website available and functioning at all times, but we do not guarantee uninterrupted access. The Website may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We accept no liability for any loss or inconvenience caused by the Website being temporarily unavailable.

Limitation of Liability

To the fullest extent permitted by applicable law:

• The Website and its content are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied.
• CareAdvocate, its founder, contributors, and reviewers shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from your use of, or inability to use, the Website or its content.
• This limitation applies whether the claim is based in contract, tort (including negligence), strict liability, or any other legal theory.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

Third-Party Links

The Website may contain links to third-party websites or resources. These links are provided for your convenience only. We do not endorse and are not responsible for the content, accuracy, or practices of any third-party websites. Your use of third-party websites is at your own risk and subject to their respective terms and policies.

Privacy

Your use of the Website is also governed by our privacy policy, which explains how we collect, use, and protect your personal data.

Changes to These Terms

We reserve the right to update or modify these Terms at any time. Changes will be effective when posted on this page. The "last updated" date at the top of this page indicates when the Terms were most recently revised. Your continued use of the Website after any changes constitutes acceptance of the revised Terms.

We encourage you to review these Terms periodically to stay informed of any updates.

Digital Content — Functionality and Interoperability

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following information describes the functionality and interoperability of our digital content:

Functionality

• Downloadable guides and templates are delivered as PDF and/or DOCX files via a download link sent to your registered email address. Files can be opened with any standard PDF reader (e.g., Adobe Acrobat, Preview) or word processor (e.g., Microsoft Word, Google Docs).
• Evidence Engine reports are generated as structured HTML viewable in your CareAdvocate dashboard, with export options for PDF and DOCX formats.
• Access tokens for AI analysis services are delivered via email and can be used through any modern web browser.

Interoperability

• The CareAdvocate website and dashboard require a modern web browser (Chrome, Firefox, Safari, or Edge) with JavaScript enabled.
• PDF uploads to the Evidence Engine must be in standard PDF format (PDF 1.0–2.0) and must not exceed 100MB per file.
• Exported reports (PDF and DOCX) are compatible with all standard document readers and word processors.

Technical Protection Measures

• Access to your dashboard and reports requires authentication via your CareAdvocate account.
• Download links and access tokens are single-use or time-limited for security purposes.
• No DRM (Digital Rights Management) is applied to downloadable files.

Complaints Handling

If you are dissatisfied with any product or service, please contact us at hello@careadvocate.co.uk. We aim to acknowledge all complaints within 2 working days and resolve them within 14 working days.

If you remain unsatisfied after our internal complaints process, you may refer the matter to an alternative dispute resolution (ADR) provider. We are not currently required to use an ADR scheme, but we will consider any referral made. You also have the right to use the EU Online Dispute Resolution platform if applicable.

Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or relating to these Terms or your use of the Website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

If you have any questions about these Terms, please contact us at hello@careadvocate.co.uk.