Terms of Service

Heartfelt helps a family coordinate care for someone: who is with them, which medicines are due, appointments, tasks, documents and shared costs. It also connects families with home care agencies, benefit programs, employers that sponsor Premium, and Heartfelt's care advisors.

Heartfelt is not a medical service and not an emergency service. It doesn't give medical advice, diagnose or treat anyone, and it doesn't watch over the person you care for. Reminders and alerts can be late or not arrive (for example when a phone is off or offline). Always follow the advice of the person's doctors and pharmacist. For an emergency, call 911. For a mental health crisis, call or text 988.

• You must be 18 or older.
• You need an email address you control. You sign in with a code we email you; keep that email account secure.
• The person receiving care, or someone legally allowed to act for them, should agree to their information being kept in Heartfelt.
• Agency, employer and advisor staff use Heartfelt under their organization's separate agreement with us, as well as these terms.

A care circle is the group looking after one person. The person who creates it is the main caregiver. The main caregiver decides who joins, what aides can see, and can hand the role to another family member, delete the circle (with 7 days to undo) and manage Premium.

Everyone in the circle can see the circle's information, except aides, who see only what they need for their visits. Only invite people you trust. Every change, and who looked at health information, is recorded in Activity, which nobody can edit.

What you add stays yours (and your family's). You give us permission to store it, show it to the people you share it with, and process it only to run Heartfelt. We don't sell it and don't use it for advertising. The Privacy Policy explains the details.

You can download everything about your circle, and delete your account or your circle, at any time from Settings.

Agencies are independent businesses, not part of Heartfelt. We don't employ their aides, check their work, or guarantee their prices or availability. Your agreement for care is with the agency. When you connect an agency, it sees its own visits and the notes you choose to share. Agencies pay Heartfelt a booking fee for visits booked through Heartfelt; families don't pay it. [Lawyer: state licensing and referral-fee rules]

The benefits finder suggests programs you might qualify for, with links to the official sites. It's a starting point, not a decision: only the program decides who qualifies. Rules marked “Needs expert review” haven't been checked by an expert yet.

Care advisors come with Premium + Advisor or a sponsoring employer. They help with planning care, paperwork and finding services. They aren't your doctors, nurses, lawyers or financial advisors, and their help isn't medical, legal or financial advice. They answer on weekdays during business hours. They see your circle's information only if you choose to share it, and you can stop sharing at any time. For an emergency, call 911. For a mental health crisis, call or text 988.

• Free: one circle, up to 4 people and 100 MB of documents. Premium: $14.99 a month or $149 a year per circle, with more people, more storage and extra features. Premium + Advisor: $39.99 a month or $399 a year, which adds a human care advisor. Current prices are always on the Premium page [confirm prices at launch].
• Founding families: the first 500 paying families get Premium for $9.99 a month or $99 a year, for as long as their circle keeps it, including if it stops and starts again.
• Premium renews each month or each year, as chosen, until cancelled. A price change never changes what an existing subscription pays. Only the main caregiver can start, cancel or change it.
• Cancel any time in More, Premium. It stays on until the end of the month or year you paid for. We don't give partial refunds [confirm refund policy].
• If a payment fails, Premium becomes read-only for 7 days, then the circle moves to Free. Nothing is deleted.
• If your employer sponsors Premium, it ends when you leave the plan or the employer stops sponsoring it. Your employer never sees your information, only totals.
• Payments are handled by our payment provider. We never see your full card number.
• Paying an agency bill with a saved credit card adds a card fee: what the card processing costs, never more than 3% of your share, shown before you pay and on your receipt. It's on top of your share of the care and goes to the payment provider, not to the agency. There's no card fee on debit, prepaid, HSA or FSA cards, from a bank account, or where the person receiving care lives in a state that doesn't allow one. Premium has no card fee [Lawyer: confirm the card fee, the states without it, and notice to the card networks].
• We'll tell you at least 30 days before a price change [confirm notice period].

• Only add information you're allowed to share.
• Don't use Heartfelt to harass anyone, or to watch someone without their knowledge.
• Don't try to get into circles or accounts that aren't yours, break our security, or overload the service.
• We may suspend an account that puts other people or the service at risk, and will tell you why unless the law stops us.

You can delete your account at any time (Settings, or the “Delete my account” link on any staff screen). What you recorded for the circle stays in the family's record under your first name. Deleted circles are removed for good after 7 days. If we ever close Heartfelt, we'll give at least 60 days' notice so you can download your information [confirm].

We work hard to keep Heartfelt available, accurate and secure, but we provide it “as is”. [Lawyer: warranty disclaimer, limitation of liability and indemnity, as allowed by law in each state]

Nothing in these terms limits rights you have by law that can't be limited.

• If we change these terms, we'll show the change in the app before it applies. Big changes will need you to agree again.
• These terms are governed by the laws of [state]. [Lawyer: disputes, arbitration or courts]
• Questions: [support email], [mailing address].