Terms of Service
The terms that govern using Trustpanion across the United Kingdom, Chile and the United States.
1. Who we are
1.1. Trustpanion is operated by JurisChain Limited, a company registered in England and Wales (Companies House No. 15561727), trading as "Trustpanion". Registered office: Flat 15, Empire House, 6 Thurloe Place, London, SW7 2RU, United Kingdom. In these Terms, "Trustpanion", "we", "us" and "our" mean JurisChain Limited trading as Trustpanion. 1.2. Contact for anything in these Terms: team@trustpanion.com. 1.3. We operate in three markets: the United Kingdom (site at /uk, English, GBP), Chile (/cl, Spanish, CLP) and the United States (/us, English, USD). The market that applies to you is the one for which you registered your account. Market-specific provisions are flagged throughout, and Section 19 sets out governing law per market.
2. Definitions
• "Platform" — the Trustpanion websites, apps and related services we operate. • "Companion" — a verified individual who offers platonic companionship and everyday help through the Platform. • "Client" — a verified individual who books a Companion through the Platform. • "User", "you" — any person with a Trustpanion account, whether Client, Companion or both. • "Booking" — an arrangement made through the Platform for a Companion to spend agreed time with a Client on an agreed plan. • "Session" — the in-person meeting that takes place under a Booking, opened and closed with the session codes described in Section 6. • "Code of Conduct" — our community rules, which form part of these Terms. • "Institutional Programme" — an older-adult companionship programme arranged with an institution (for example a UK local council or NHS body, or a Chilean municipality) under a separate written agreement. • "Verification Levels" — the identity and background verification steps described in Section 5.
3. What Trustpanion is — and what it is not
3.1. A marketplace for platonic companionship. Trustpanion is a two-sided marketplace that connects verified Companions with people, above all older adults, who want real, human companionship and everyday help: conversation and visits, accompaniment to medical appointments, help with technology, a home-cooked meal, company on a shopping trip, company at events and ceremonies, gentle exercise, walks, and games that keep the mind active. 3.2. Strictly platonic and non-sexual. Trustpanion is not a dating service, an escort service or an adult-entertainment service, and it must never be used as one. Offering, requesting, implying or advertising sexual or romantic services through the Platform is prohibited, is a material breach of these Terms and the Code of Conduct, and leads to permanent removal. This rule is the heart of Trustpanion and is not negotiable. 3.3. Companions are not carers. Companionship for older adults (and for anyone else) means social company and conversation — never personal care, nursing, clinical, therapeutic or domestic care services. Companions must not provide help with medication, bathing, dressing, mobility or lifting, feeding, wound care, or any other personal or health care task. On this basis, the service is designed to remain outside the scope of regulated care: in the United Kingdom, companionship of this kind does not constitute a "regulated activity" under the Health and Social Care Act 2008 and is outside the scope of Care Quality Commission (CQC) registration; in Chile, it is not a health service ("prestación de salud"). 3.4. Companions accompany. They never act on your behalf. This clause defines the boundary of the service and is absolute. (a) Money and purchases. A Companion never takes custody of a Client's cash, bank card or PIN; never makes a purchase on a Client's behalf; never pays a Client's bills; and never manages a Client's money, banking or financial affairs. Where a Booking involves going to a shop, a market or a supermarket, the Companion accompanies the Client: the Client chooses their own purchases, handles their own money and pays for their purchases themselves, and the Companion is present for company and may help carry the bags. (b) Transport. Companions do not drive or otherwise transport Clients, whether paid or unpaid. Where a Booking involves attending an appointment or an outing, the Companion travels together with the Client, and any taxi, private hire or other transport is booked and paid for by the Client or their family. (c) Purpose and effect. Because a Companion provides no assistance with the management of a Client's cash, no payment of a Client's bills, and no shopping on a Client's behalf, and because a Companion does not convey Clients to or from places where they receive health care, personal care or social work, the service is designed to fall outside "regulated activity relating to adults" within the meaning of Schedule 4 to the Safeguarding Vulnerable Groups Act 2006 (as amended by the Protection of Freedoms Act 2012). (d) Enforcement. Breach of this clause by a Companion is a material breach of these Terms, of the Code of Conduct and of the Companion Agreement, and is grounds for immediate and permanent removal from the Platform. A Client must not ask a Companion to act in any of the ways prohibited by this clause; a Companion who is asked must decline and report the request. 3.5. We are the venue, not a party to the encounter. Companions are independent individuals. They are not our employees, workers, agents or representatives, and we do not select, direct or supervise how they spend the booked time (see Sections 7 and 15). The companionship and everyday help are provided by the Companion; the Platform provides the connection, verification and safety infrastructure. 3.6. Two engines, one standard. Trustpanion serves individual consumers (Clients booking Companions directly) and Institutional Programmes for older-adult social companionship. The same platonic, non-care, verified standard applies to both; Institutional Programmes have additional safeguards (Section 10).
4. Eligibility and your account
4.1. 18 or over, always. You must be at least 18 years old to create an account, book, or offer companionship. We verify age as part of identity verification. Accounts of anyone found to be under 18 are removed. 4.2. No anonymous profiles. Trustpanion works because both sides are real, identified people. You must register with your real identity and keep your details accurate and current. 4.3. One person, one account. Accounts are personal and non-transferable. You may not share, sell or lend your account, and you may not create a new account to evade a suspension or removal. 4.4. Account security. Keep your credentials confidential. You are responsible for activity on your account. Tell us immediately at team@trustpanion.com if you suspect unauthorised use. 4.5. Accuracy. Information you provide (profile, offers, availability, verification data) must be true, accurate and not misleading.
5. Identity verification — the trust ladder
5.1. Verification is layered. Each level unlocks more of the Platform: • Level 1 — Live selfie (all Users). A live selfie confirms that your face matches your profile photos. This check runs entirely on your device: the selfie and any biometric data derived from it never leave your device and are never uploaded to or stored by Trustpanion. We receive and store only the outcome (verified: yes/no). • Level 2 — Identity document (all Companions; Clients before booking). Your identity is verified against an official identity document through our specialist verification provider (Persona). We store the outcome and the verified data points (such as legal name and age) — not the raw document. • Level 3 — Background check (optional; mandatory for older-adult companionship). An additional background check run through authorised channels. We store only the reference/certificate number and the outcome — never the certificate itself. Level 3 is mandatory before a Companion may offer companionship to older adults, including under Institutional Programmes. 5.2. Clients verify too. Before a first Booking, Clients verify identity, email address and phone number. Every real-world meeting on Trustpanion happens between two verified people. 5.3. What verification is — and is not. Verification significantly reduces risk; it does not eliminate it. A verified badge means the person passed the checks described above at the time of checking. It is not a guarantee, endorsement or prediction of anyone's conduct, and it does not transfer responsibility for personal judgement (Section 15). 5.4. We may re-run or update verification checks where the law allows, and may suspend accounts that fail or refuse required verification.
6. How Bookings work
6.1. Request to book. Clients send a Booking request describing the plan (what, when, where). The Companion accepts, declines or proposes changes. A Booking exists when both sides confirm. 6.2. Session codes. Each Session is opened and closed with start and end codes controlled by the Client. Codes confirm that the meeting actually started and ended — a safety and record feature for both sides. 6.3. Plans and expenses. The agreed price is for the Companion's time. Unless agreed otherwise in writing in the Booking, each person covers their own food, drinks, tickets and transport, and the Client covers activity costs that are part of the plan they proposed. 6.4. Cancellations (current stage). While payments are arranged directly between Users (Section 7), cancellations carry no platform-processed refund. Cancel as early as you can, communicate in-app, and be fair: repeated late cancellations or no-shows on either side breach the Code of Conduct and can lead to account action. When in-app payments launch, a published cancellation and refund policy will apply to paid Bookings. 6.5. Keep the record on the Platform. Arrange and document Bookings and any changes in-app. The in-app record (requests, messages, codes) is what protects both sides if something is disputed.
7. Payments — how they work today, and what changes later
7.1. Today: no payment processing, no escrow. At this stage, Trustpanion does not process payments, does not hold or transfer money on anyone's behalf, and does not operate an escrow service. The price for a Companion's time is agreed directly between Client and Companion, and payment is made directly between them, by the means they agree. Trustpanion is not a party to that payment, does not guarantee it, and does not currently charge Users any commission or booking fee. 7.2. Be clear about money. State prices clearly and honestly before confirming a Booking. Agree the price, what it covers and the payment method in the in-app conversation, so there is a record. Companions are solely responsible for their own prices. 7.3. What changes later. When in-app payments launch (planned via Stripe in the UK and Payku in Chile, with providers for the US to be announced), Bookings will be payable through the Platform and Trustpanion will charge a platform commission of 15–20% per Booking, taken from the amount paid. We will publish the exact commission, payout terms, and the cancellation and refund policy before enabling in-app payments, and we will update these Terms with reasonable advance notice (Section 20). Nothing in these Terms means in-app payments, escrow or buyer protection exist today. 7.4. No off-record dealings once payments launch. Once in-app payments are live in your market, requesting or making payment outside the Platform to avoid the commission will be a breach of these Terms.
8. Fees, taxes and receipts
8.1. Using Trustpanion is currently free for Clients and Companions (Section 7.1). 8.2. Taxes are your own. Companions are independent and solely responsible for declaring and paying their own taxes and social-security contributions on income earned from Bookings (for example: HMRC self-assessment in the UK; boletas/SII obligations in Chile; federal and state self-employment tax in the US), and for any registrations their activity requires. Trustpanion does not withhold taxes and does not provide tax advice. 8.3. Where receipts or invoices are legally required for a paid Booking, the Companion is responsible for issuing them, unless and until an in-app invoicing feature says otherwise.
9. The Code of Conduct and platform rules
9.1. The Code of Conduct forms part of these Terms. By using Trustpanion you agree to it. Its core rules: strictly platonic and non-sexual, always; respect and consent; safety first; real identities; honest money conduct; extra care with older adults; honest reviews; report what's wrong. 9.2. Moderation. Our in-app messaging is moderated (by automated tools and, where flagged, human review) to detect conduct that endangers Users or breaches the platonic rule. We may remove content, refuse or remove listings, and restrict features where we reasonably believe rules are being broken. Section 16 covers account consequences; the Privacy Policy explains the data side. 9.3. Off-platform contact. Until in-app payments exist, paying directly is normal and expected (Section 7.1) — but keep booking, messaging and session records on the Platform. Moving conversations off-platform before a first meeting removes the verification, moderation and records that keep everyone safe, and soliciting off-platform contact for that purpose breaches the Code of Conduct.
10. Older-adult companionship and Institutional Programmes
10.1. What it is. Social visits, conversation, walks, shared activities — human company for older adults, booked privately or through an Institutional Programme with a council, NHS body or municipality. 10.2. What it is never. Personal or clinical care of any kind (Section 3.3). Companions must decline care tasks even if asked, and must not handle an older adult's money, cards, valuables, legal documents or medication. 10.3. Extra requirements. Older-adult companionship requires Level 3 verification (Section 5.1), acceptance of the safeguarding rules in the Code of Conduct, and — for Institutional Programmes — any additional checks, training or reporting the institutional agreement requires. 10.4. Institutional Programmes are governed by a separate written agreement with the institution. If that agreement conflicts with these Terms for a given programme, the institutional agreement prevails for that programme; Users' statutory rights and these Terms otherwise continue to apply.
11. Your content and licence
11.1. Your content stays yours. Profiles, photos, offer descriptions, messages and reviews you post remain your property. 11.2. Licence to operate the Platform. You grant Trustpanion a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, adapt (for display formatting), publish and display your content for the purposes of operating, moderating, securing and improving the Platform. This licence ends when the content is deleted, except for records we must keep (Privacy Policy) and copies already lawfully shared with other Users (e.g. messages they received). 11.3. Marketing is opt-in. We will not use your profile or photos in advertising or external marketing without your separate, explicit consent. 11.4. Standards. Content must be lawful, honest, yours to post, and consistent with the Code of Conduct. No nudity or sexualised imagery, no other people's personal data without their permission, no third-party IP without rights. 11.5. We may remove or restrict content that breaches these Terms, and where required will explain the action taken (Section 16.4).
12. Reviews
12.1. Two-way and honest. After a Session, Client and Companion may review each other. Reviews must reflect a genuine experience of a real Booking. 12.2. Banned reviews conduct. Fake reviews; reviews of Sessions that never happened; incentivised reviews that don't disclose the incentive; review-swapping or coercion ("review me well or else"); and submitting or commissioning any of the above — all prohibited. In the UK this conduct is also a banned commercial practice under the Digital Markets, Competition and Consumers Act 2024, and we take our duty to prevent and remove fake reviews seriously: we take reasonable and proportionate steps to verify that reviews come from completed Sessions, we investigate reports, and we remove reviews that break these rules. 12.3. Reviews are the reviewer's opinion, not ours. We do not edit review substance; we may remove reviews that breach Section 12.2 or the Code of Conduct.
13. Our intellectual property
13.1. The Platform — including the Trustpanion name, logo, design, software, text, and the look and feel — belongs to JurisChain Limited or its licensors and is protected by IP laws. We grant you a personal, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose. 13.2. Don't copy, scrape, reverse-engineer, or build a competing dataset from the Platform; don't use our brand without written permission; don't access the Platform by automated means except public interfaces we document. 13.3. If you send us feedback or ideas, we may use them without obligation — credit where fair, though: we read everything.
14. Third-party services
14.1. The Platform relies on specialist providers — currently Supabase (database and authentication), Persona (identity verification) and Resend (transactional email), with Stripe and Payku planned for future payments. Their role in handling your data is described in the Privacy Policy. 14.2. Where you interact directly with a third-party service (for example completing verification with Persona), that provider's own terms and privacy notice also apply to that interaction. 14.3. We are not responsible for third-party websites linked from the Platform.
15. Safety, our role, and important disclaimers
15.1. What we do. We verify identity on both sides (Section 5), moderate in-app messaging, provide safety tools — share-your-plan with a trusted contact, session start/end codes, two-way reviews, blocking, and reporting — and maintain a preventive block list (stored as hashed email/phone identifiers, not raw data) to keep removed people out. 15.2. What we don't do. We do not attend, monitor or supervise Sessions, and we cannot control what any person does. When you meet someone, you are meeting another independent person — use the safety tools, meet in public places first, and trust your judgement. This is stated plainly, not to alarm: verification and tools lower risk; your decisions complete the picture. 15.3. Emergencies. If anyone is in danger, contact local emergency services first — 999 (UK), 133 Carabineros (Chile), 911 (US) — then report to us. 15.4. No professional services. Trustpanion and Companions do not provide (and Users must not rely on Bookings for) medical, psychological, therapeutic, legal, financial or care services of any kind. 15.5. Platform provided "as is". We work hard to keep the Platform available and safe, but it is provided "as is" and "as available". We do not guarantee uninterrupted or error-free operation, that any Companion or Client will accept, attend or complete a Booking, or any particular outcome of a Session. 15.6. Nothing in this section limits liability that cannot lawfully be limited (Section 17).
16. Suspension, termination and account deletion
16.1. Your side. You may pause or permanently delete your account at any time in settings. Deletion is handled as described in the Privacy Policy (including the limited safety records we retain, such as hashed block-list entries). 16.2. Our side — enforcement ladder. Depending on severity and history, we may: warn; remove content; restrict features; suspend; or permanently remove an account. Sexual or romantic solicitation, endangering an older adult, violence or threats, fraud, or under-18 use lead to immediate permanent removal. Serious matters are referred to the authorities. 16.3. Institutional Programmes may additionally suspend a Companion from a programme under the institutional agreement. 16.4. Fair process. Except where the law, safety or an investigation requires otherwise, we will tell you the reason for significant account action and give you a way to respond (appeal to team@trustpanion.com). 16.5. On termination, licences you granted us end per Section 11.2, and Sections that by nature survive (11–13, 15, 17–19, 21) survive.
17. Liability
17.1. What we never exclude. Nothing in these Terms excludes or limits liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded or limited by law. Your statutory rights as a consumer remain intact — including under the (UK) Consumer Rights Act 2015 and the Digital Markets, Competition and Consumers Act 2024, the Chilean Ley 19.496 on consumer protection (whose rights are irrenunciable), and applicable US/California consumer-protection law. 17.2. The encounter is between you. To the maximum extent permitted by law, Trustpanion is not liable for the acts or omissions of Users, for what happens during a Session, or for payment arrangements made directly between Users (Section 7.1). Any claim arising from a Session lies between the people involved — though we will cooperate with authorities and support affected Users as described in the Code of Conduct. 17.3. Cap. Subject to 17.1, our total aggregate liability to you arising out of the Platform in any 12-month period is limited to the greater of (a) the total commissions you paid us in that period (currently zero — Section 7.1) and (b) £100 or its equivalent in the currency of your market (CLP in Chile, USD in the United States). 17.4. Subject to 17.1, we are not liable for loss of profits, loss of business or indirect or consequential losses. For consumers: we are responsible for foreseeable loss caused by our breach of these Terms or our failure to use reasonable care and skill.
18. Indemnity
18.1. If you use the Platform in breach of these Terms — in particular the platonic rule (3.2), the no-care rule (3.3), or by providing false verification information — and that breach causes a third-party claim against Trustpanion, you agree to compensate us for losses and reasonable legal costs directly resulting from your breach. This clause does not apply to the extent the loss results from our own fault, and does not affect consumers' statutory rights.
19. Governing law and disputes — by market
19.1. Talk to us first. Most issues resolve fastest through team@trustpanion.com. We aim to acknowledge complaints within 5 business days. 19.2. United Kingdom. These Terms are governed by the laws of England and Wales. Disputes go to the courts of England and Wales — except that if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts, and consumers always keep mandatory protections of their place of residence. 19.3. Chile. For Users in Chile: these Terms are governed by Chilean law. Nothing limits your rights under Ley 19.496; you may complain to SERNAC, and disputes may be brought before the courts competent under Chilean law, including those of the consumer's domicile where the law so provides. 19.4. United States. For Users in the US: these Terms are governed by the laws of the State of California, without regard to conflict-of-laws rules, and subject to any mandatory consumer protections of your state of residence. Venue: the state or federal courts located in California. 19.5. Nothing in this Section prevents either side from seeking urgent protective relief where the law allows.
20. Changes to these Terms
20.1. Trustpanion is at an early stage and these Terms will evolve. We may update them (a) to reflect new features — such as in-app payments, (b) for legal or safety reasons, or (c) to improve clarity. 20.2. For material changes we will give at least 30 days' advance notice in-app or by email, unless the law or user safety requires faster action. If you keep using the Platform after the effective date of a change, the updated Terms apply; if you do not agree, delete your account before that date. Material changes will not apply retroactively to a confirmed Booking.
21. General terms
21.1. Entire agreement. These Terms, the Code of Conduct, the Privacy Policy and the Cookie Policy are the whole agreement between you and us for the Platform. If you are a Companion, the Companion Agreement also applies to you and prevails over these Terms for the matters it covers. 21.2. Severability. If a clause is found invalid, the rest stays in force. 21.3. No waiver. Not enforcing a clause is not a waiver of it. 21.4. Assignment. You may not transfer your rights under these Terms. We may transfer ours to a successor of the business — including the planned transfer to a successor entity of the Trustpanion business — provided your rights are not reduced; we will give notice of any such transfer. 21.5. Languages. These Terms are published in English and Spanish. Both versions are intended to say the same thing; per market, the site serves the applicable language. For users in Chile, the Spanish version prevails; for users in the United Kingdom and the United States, the English version prevails. 21.6. Survival. Sections intended to survive termination do so (Section 16.5).
22. Contact
JurisChain Limited, trading as Trustpanion Registered office: Flat 15, Empire House, 6 Thurloe Place, London, SW7 2RU, United Kingdom Companies House No. 15561727 team@trustpanion.com