Terms of Service

CareMatch (“Company,” “we,” “us,” or “our”) operates an online marketplace that connects families and individuals seeking in-home care services (“Families”) with independent caregivers (“Caregivers”). CareMatch provides a technology platform, payment processing, and related support services.

CareMatch is not a home care agency and is not an employer of any Caregiver listed on the platform. We do not direct, supervise, or control the manner or means by which Caregivers perform services. The relationship between a Family and a Caregiver is a direct relationship between those two parties.

All Caregivers on CareMatch are independent contractors, not employees, agents, or representatives of CareMatch. CareMatch makes no representations about any Caregiver’s employment status for tax or legal purposes.

Families who engage a Caregiver for ongoing household services may be subject to household employer tax obligations under federal and state law (including IRS Schedule H). Families are solely responsible for determining and fulfilling any such obligations. CareMatch strongly recommends consulting a tax professional or attorney before engaging a Caregiver on an ongoing basis.

CareMatch is not responsible for any tax filings, withholding, workers’ compensation, unemployment insurance, or benefits obligations arising from a Family’s engagement of a Caregiver.

CareMatch is a marketplace platform that connects families seeking care with independent caregivers. CareMatch does not employ caregivers and is not a party to the care arrangement between families and caregivers.

Caregivers: You are responsible for reporting income earned through the CareMatch platform and paying all applicable taxes. Payment information will be reported to the IRS as required by law. You will receive tax documentation through Stripe for earnings that meet IRS reporting thresholds. CareMatch does not withhold taxes from your payouts. We recommend consulting a tax professional to understand your specific obligations.

Families: Depending on your specific care arrangement, you may have household employer obligations under federal and state law. CareMatch does not determine your employer status and does not provide tax or legal advice. We recommend consulting a tax professional to understand whether your arrangement creates employer obligations.

CareMatch does not classify caregivers as employees or independent contractors. The nature of the working relationship is determined by the specific arrangement between each family and caregiver, based on applicable federal and state law.

Families pay the Caregiver’s stated hourly rate. For new caregiver matches, a one-time $49 booking fee is charged at the time of payment. The first booking on the platform is always free, and no booking fee applies when rebooking the same caregiver. This fee covers platform operations, payment processing, background check coordination, and customer support. For bookings longer than one week, payment is processed weekly; for shorter bookings, payment is processed when care is marked as completed.

• Payments are collected by CareMatch at the time of booking confirmation and held in escrow.
• Funds are released to the Caregiver’s Stripe account within 2 business days after a booking is marked complete — either by the Family confirming hours or by the 24-hour auto-confirm process triggering.
• Caregivers receive 90% of their stated hourly rate. CareMatch retains a 10% platform fee per payout to cover operations, payments, and support.
• All payments are processed through Stripe. By using CareMatch, you agree to Stripe’s Terms of Service.
• Refunds may be issued at CareMatch’s sole discretion in cases of documented disputes. See Section 6 for dispute procedures.

CareMatch takes the following steps to verify Caregivers before they are approved to accept bookings:

• Background check — A comprehensive criminal background check is conducted through a third-party screening provider.
• Credential verification — For Certified tier Caregivers, active CNA or HHA licenses are verified against state registries.
• Reference checks — Experienced tier Caregivers provide at least two professional references which are contacted by our team.
• Identity verification — A valid government-issued ID is required from all Caregivers.

CareMatch does not guarantee the accuracy of information provided by Caregivers, the outcome of any background check, or the performance of any Caregiver. Background checks reflect only information available at the time of screening and may not capture all relevant history. Families are encouraged to conduct their own due diligence, interview Caregivers, and check references independently.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CAREMATCH SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO YOUR USE OF THE PLATFORM OR ANY SERVICES ARRANGED THROUGH IT.

CareMatch is not liable for:

• Any acts, omissions, negligence, or misconduct of any Caregiver or Family;
• Personal injury, property damage, or financial loss arising from care services;
• The failure of a Caregiver to appear for a scheduled booking;
• Any employment tax liability incurred by a Family;
• Any dispute between a Family and a Caregiver.

In no event shall CareMatch’s total liability exceed the amount of platform fees paid by you in the three (3) months preceding the event giving rise to the claim.

If you believe there is an error, dispute, or concern regarding a completed booking or payment, you must report it to CareMatch within 48 hours of the shift’s scheduled end time. Reports submitted after 48 hours may not be eligible for review or refund.

To report a dispute, contact us at hello@trycarematch.com with your booking ID, a description of the issue, and any supporting documentation.

CareMatch will review disputes in good faith and communicate a resolution within 5 business days. CareMatch’s decision on disputes is final.

Any legal disputes that cannot be resolved informally shall be submitted to binding arbitration under the rules of the American Arbitration Association, conducted in Nashville, Tennessee.

These Terms are governed by and construed in accordance with the laws of the State of Utah, without regard to its conflict of law provisions. Any legal proceedings not subject to arbitration shall be brought in the courts of Utah.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to notify us immediately of any unauthorized use of your account.

CareMatch reserves the right to suspend or terminate any account that violates these Terms, engages in fraudulent activity, or poses a safety risk to other users.

We may update these Terms from time to time. We will notify registered users of material changes by email or by posting a notice on the platform. Continued use of CareMatch after changes take effect constitutes your acceptance of the updated Terms.

Questions about these Terms? Contact us at hello@trycarematch.com.