Terms of
Service

Document Ref: MVO-2026-TERM-V3

1. ACCEPTANCE & SCOPE

By accessing the Memovo website, using the Memovo Dashboard, creating an account, submitting an enquiry, leaving a review, purchasing a subscription, or publishing a listing on memovo.co.uk, you agree to be bound by these Terms of Service.

Memovo operates as an online directory and platform for care homes, care agencies, service providers, families, care seekers and related organisations. We act as a platform intermediary and do not provide care services, medical advice, legal advice, financial advice, care assessments, safeguarding assessments, brokerage services or regulated care recommendations.

2. PLATFORM ROLE & NO CARE PROVIDER STATUS

2.1 Not a Care Provider: Memovo is not a care home, care agency, healthcare provider, medical adviser, regulator, inspection body, broker, emergency service or referral service. We do not provide medical advice, clinical advice, care assessments, safeguarding assessments, financial advice, legal advice or suitability recommendations for individual care needs.

2.2 Independent Decisions: Any contact, enquiry, booking, agreement, visit, assessment, service arrangement or contract made between a user and a care home, care agency, service provider or third party is made independently. Memovo is not a party to those arrangements.

2.3 User Responsibility: Users must make their own checks before choosing or contacting any provider. This may include speaking directly with the provider, reviewing contracts, checking CQC or other regulator information, visiting the setting, confirming fees and availability, and seeking professional advice where appropriate.

3. LISTINGS, VERIFICATION & PROVIDER INFORMATION

3.1 Provider-Supplied Information: Listing descriptions, images, logos, gallery content, service details, availability information, fees, brochures, videos, social links and other profile content may be supplied by the provider or organisation connected with the listing. Memovo displays this information as part of the directory.

3.2 No Guarantee of Accuracy: Although we encourage accurate and up-to-date information, Memovo does not guarantee that listing information is complete, accurate, current, suitable, available or applicable to any individual person or care need.

3.3 Verified Business Profiles: Where a listing displays wording such as “Verified”, “Verified Business”, “Verified Business Profile” or similar, this means Memovo has carried out basic checks to help confirm the provider, business, organisation or profile appears genuine. It does not mean Memovo has assessed, approved or guaranteed care quality, safety, suitability, safeguarding standards, staff competence, pricing, availability, CQC compliance or service outcomes.

3.4 External Information: Where Memovo links to or displays external information, such as CQC records, Google reviews, public reports, maps, websites or third-party profiles, that information is provided for convenience only. Users should check the official source for the most current and authoritative information.

4. PAID LISTINGS, PRIORITY VISIBILITY & BADGES

4.1 Paid Visibility: Memovo may offer paid plans, enhanced profiles, priority visibility, premium media, booking tools, lead capture features, gallery upgrades, video embeds, brochure downloads or other paid profile features.

4.2 No Quality Ranking: Priority visibility, featured placement, enhanced listing treatment, premium profile features or paid plan status should not be interpreted as a recommendation, endorsement, quality ranking, suitability assessment or guarantee by Memovo.

4.3 Badges and Plan Labels: Any badge, plan label or profile feature displayed on the platform is intended to describe account status, profile status, visibility level, plan features or basic business verification. It does not mean Memovo has assessed care quality, safety, safeguarding, professional standards or suitability for individual users.

5. REVIEWS, MODERATION & USER CONTENT

5.1 Reviews: Memovo may allow users to submit reviews, ratings, feedback or comments about providers. Reviews may be checked before publication and may not appear immediately.

5.2 Verified Reviews: Where a review is described as “verified”, this means Memovo has carried out checks before publication, which may include reviewing the submission, checking the email address, assessing whether the review appears genuine, or contacting the reviewer where appropriate. It does not mean Memovo guarantees that every statement in the review is factually complete or independently proven.

5.3 Moderation Rights: Memovo may refuse, edit, hide, suspend or remove reviews, listings, comments or other content that we consider abusive, misleading, defamatory, discriminatory, inappropriate, irrelevant, commercially manipulative, spam-like, unsupported, unlawful, or likely to cause harm.

5.4 Serious Concerns: Reviews or reports containing safeguarding concerns, allegations of abuse, neglect, criminal behaviour, medical issues or urgent safety risks may require referral to the provider, regulator, local authority, emergency services or other relevant bodies. Memovo is not an emergency service and cannot investigate urgent care or safeguarding matters on behalf of users.

5.5 Takedown and Disputes: Providers or users may report content they believe is inaccurate, inappropriate, defamatory, fake or otherwise unsuitable. Memovo may review disputed content and decide whether to leave it live, amend it, temporarily hide it or remove it.

6. ENQUIRIES, LEADS & COMMUNICATIONS

6.1 Enquiry Forms: Users may submit enquiries through Memovo forms. Enquiries may be sent to the relevant provider or handled through Memovo systems depending on the type of listing, plan or feature used.

6.2 Lead Checking: Some premium or enhanced services may include enquiry checking before full contact details are released to a provider dashboard or sent to a provider. This checking is intended to support platform quality and reduce spam or inappropriate submissions. It does not guarantee that an enquiry will result in a booking, placement, contract, sale or service arrangement.

6.3 No Guaranteed Results: Memovo does not guarantee enquiries, bookings, placements, availability, conversions, revenue, rankings, traffic, search position, care outcomes or any particular commercial result from using the platform.

7. LISTING CONTENT & INTELLECTUAL PROPERTY

7.1 Ownership: Providers and users retain any intellectual property rights they own in their business descriptions, logos, images, videos, documents, branding and uploaded content.

7.2 Licence to Display: By uploading, submitting or publishing content on Memovo, you grant Memovo a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, format, adapt for layout, distribute and use that content for the purpose of operating, promoting and improving the platform and directory services.

7.3 Content Standards: You must not upload or submit content that is false, misleading, fraudulent, defamatory, discriminatory, offensive, abusive, unlawful, confidential, infringing, unsafe, inappropriate, or likely to mislead families, care seekers, providers or other users.

7.4 Provider Responsibility: Providers are responsible for ensuring their own profile content, advertising claims, pricing, availability statements, images, descriptions, care specialisms, credentials, qualifications and service information are lawful, accurate and not misleading.

7.5 Indemnity: You agree to indemnify and hold Memovo harmless from legal claims, losses, damages, complaints, costs or expenses arising from content you upload, publish, submit or provide, or from your interactions with users, providers or third parties.

8. SUBSCRIPTIONS, TRIALS & STRIPE PAYMENTS

8.1 Payment Processing: Paid subscriptions and checkout flows may be processed by Stripe or another payment provider. Memovo does not store full card details on its own servers.

8.2 Plans: Memovo may offer monthly, annual, trial, Plus, Premium or other subscription plans. Plan names, features, prices and availability may change from time to time.

8.3 Trial Use: Free trials, including 90-day launch offers, are limited to eligible businesses or organisations and may be withdrawn, refused or cancelled where Memovo believes there is misuse, duplication, false information, abuse or an attempt to obtain multiple trials unfairly.

8.4 Renewal and Cancellation: Where a paid plan renews automatically, the renewal will continue until cancelled in accordance with the checkout, billing or account process. Cancelling a plan may remove or reduce paid features at the end of the current billing period.

8.5 Refunds: Subscription fees are generally paid in advance and are non-refundable unless otherwise required by law or expressly agreed by Memovo in writing.

9. ACCOUNT ACCESS, SUSPENSION & TERMINATION

Memovo may suspend, restrict, remove or terminate an account, listing, review, enquiry feature, dashboard access or profile feature where we believe a user has breached these Terms, misrepresented their identity or authority, submitted misleading information, failed to maintain payment, abused the platform, infringed rights, created risk for other users, or used the platform in a way that may damage Memovo or the public.

We may also remove, hide or restrict listings that are inactive, outdated, disputed, duplicated, no longer eligible, no longer paid for, or no longer suitable for display on the platform.

10. LIMITATION OF LIABILITY

Memovo provides the platform on an “as-is” and “as available” basis. To the fullest extent permitted by law, Memovo shall not be liable for losses, damages, claims, complaints, care issues, safeguarding incidents, provider disputes, financial losses, loss of profit, loss of business, loss of data, loss of opportunity, reputational harm, service interruptions, platform downtime, third-party conduct, or decisions made as a result of using information found on the platform.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. Subject to that, Memovo’s total liability to a paid subscriber is capped at the amount paid to Memovo by that subscriber for the relevant subscription in the 12 months before the event giving rise to the claim. For users who do not pay Memovo, Memovo’s liability is limited to the maximum extent permitted by law.

11. CHANGES TO THE PLATFORM OR TERMS

Memovo may update, change, remove, suspend or replace platform features, listings, pricing, plans, policies, dashboard tools, search tools, review tools, enquiry tools, content rules or these Terms from time to time. Where material changes are made, we may update the document reference or publish a revised version on the platform.

12. GOVERNING LAW

These Terms and any dispute or claim arising from them, their subject matter or formation are governed by the laws of England and Wales. Users agree to the exclusive jurisdiction of the courts of England and Wales.