Terms for families
Version 2026-10
These terms are between you and Darling Mellow Ltd, trading as Wellknown, registered in England. Helpers have their own terms.
1. What Wellknown is
Wellknown helps you check, arrange and keep in touch with people who do practical jobs around and outside an older person's home. We are not a care provider, an employer of helpers, or an emergency service.
Helpers are independent. You agree the work, the times and the price directly with them, and you pay them directly. We do not set their prices, direct their work or take any part of their pay.
2. No personal care
You must not ask a helper to provide personal care (washing, dressing, help with the toilet, eating or drinking, medication, or reminders about any of those), handle the older person's money or cards, accept gifts or loans, or drive anyone. If the person you are arranging help for needs personal care, please use a registered care provider.
3. The older person's agreement
If you set up a home for someone else, you confirm that they know and are happy for you to do it, including sharing visit notes with the family members you invite. If that changes, update the settings or delete the home.
4. What a badge means
A badge means we saw the stated evidence on the stated date. It is not a guarantee about a person's future conduct or the quality of their work, and it does not replace your own judgement. Badges disappear when the evidence expires.
5. Visit notes and doorstep texts
Visit notes are messages from the helper to you. We do not read, check or act on them, and they are not a monitoring or alarm service. Doorstep texts depend on mobile networks and can be delayed or fail. The doorstep password and fridge card are the main protection, not the text.
6. Membership
Membership is billed monthly or yearly in advance through Stripe. You can cancel at any time from your account page in one click. You keep membership until the end of the period you have paid for and will not be charged again. If you are a consumer you may cancel within 14 days of first joining for a full refund by emailing us.
7. Your account
Keep your password private. Don't use Wellknown for anything unlawful, to contact helpers for anything other than arranging help, or to post anything abusive. We can suspend accounts that break these terms or put anyone at risk.
8. Liability
We are responsible for providing the Wellknown service with reasonable care and skill. We are not responsible for the work a helper does or fails to do, which is a matter between you and them. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or anything else that cannot be limited by law. Otherwise our total liability to you is limited to the membership fees you paid in the previous 12 months.
9. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings there.