Terms of Use

1. Who we are

ThereWhen provides non-medical companionship and everyday in-home support for older adults — things like errands, transportation to appointments, light household help, technology help, and regular check-in visits from a consistent companion. We keep families informed along the way.

2. We are not a medical or emergency service

ThereWhen is not a home healthcare agency, skilled nursing provider, or emergency service. We do not provide medical care, medication administration, bathing or personal hygiene assistance, or 24/7 supervision. Nothing on the Service is medical advice.

In an emergency, call 911. If you or someone in your care needs medical attention, contact a qualified healthcare provider.

3. Eligibility

You must be at least 18 years old and able to form a binding contract to create an account or purchase a membership. If you set up or manage a membership on behalf of an older adult or family member, you confirm you are authorized to do so and to share their information with us.

4. Accounts

You are responsible for the information you provide and for keeping your account secure. Please give us accurate, current details and let us know promptly if anything changes or if you believe your account has been accessed without your permission.

5. Membership and billing

Membership is offered as a recurring monthly subscription. When you start a membership, you authorize us and our payment processor to charge your payment method the applicable fee on a recurring basis until you cancel.

• Recurring charges. Your membership renews automatically each billing period at the then-current price unless you cancel.
• Payment processing. Payments are handled by our third-party payment processor (Stripe). We do not store your full card number.
• Changing plans. If you upgrade to a higher-tier plan, the change takes effect right away and your charges are prorated for the current billing period. If you move to a lower-tier plan, contact us to arrange it: the change takes effect at the start of your next billing period, your current plan and visits continue unchanged until then, and no proration or refund applies to the change itself.
• Cancellation. You may cancel your membership at any time from your account. Cancellation takes effect right away: your plan stops renewing and no further visits can be scheduled. Notes from completed visits remain available to you. If you have unused visits remaining in your current billing period, a member of our team will contact you to arrange a refund for those visits.
• Pausing your membership. You may ask us to pause your membership for a set number of whole weeks (up to eight), beginning on a future date you choose. A pause is arranged with our team. While paused, you are not charged and no visits are scheduled; your renewal date simply moves back by the length of the pause, so nothing you have already paid for is lost — no payment is charged, credited, or refunded for the pause itself. When the pause ends, your visits resume on your usual days and times on a best-effort basis. You may have one pause, or one pending pause request, at a time.
• Price changes. We may change membership prices. If we do, we’ll give you advance notice, and any change applies to billing periods that begin after the notice.

6. Scheduling and visits

Your plan includes a set number of visits per week, scheduled on the regular days you choose. We do our best to keep your schedule and your assigned companion consistent, but visits may occasionally need to be rescheduled due to availability, weather, or other circumstances. Visits that are not used within their period may be forfeited as described when you set up your schedule.

7. Text messages

We offer optional text-message notifications so you can keep up with your membership without checking your email. These are service messages about your own account — we do not send marketing or promotional texts.

What we send

If you turn text notifications on, you may receive messages when a visit is scheduled, confirmed, or changed; when visit notes are posted; when a request you made is updated; and when there is a problem with a payment.

Turning texts on and off

Text notifications are off by default. You turn them on yourself in Preferences in your account, and you can turn them off there at any time. Agreeing to receive texts is not a condition of purchasing a membership or any other service from us.

Message frequency and cost

Message frequency varies and depends on your visit schedule and account activity. Message and data rates may apply. We don’t charge for text notifications, but your mobile carrier may charge you according to your plan.

HELP and STOP

Reply HELP to any message for help, or email us at help@therewhen.co. Reply STOP to any message to stop receiving texts from us — you’ll get one confirmation message and then no further texts. You can also turn text notifications off in Preferences.

Opting out of texts does not cancel your membership and does not affect your service; we’ll keep sending you the same updates by email.

Delivery

Mobile carriers are not liable for delayed or undelivered messages. Text notifications are a convenience, not a guaranteed delivery channel, so please don’t rely on them for anything urgent. In an emergency, call 911.

How we handle your mobile number and your consent is described in our Privacy Policy.

8. Acceptable use

When using the Service, you agree not to:

• Use it for any unlawful purpose or in violation of these Terms.
• Mistreat, harass, or endanger our companions or staff, or ask them to perform tasks outside the scope of our services.
• Interfere with, disrupt, or attempt to gain unauthorized access to the Service or its systems.
• Provide false information or impersonate another person or entity.

9. Our companions

Our companions provide supportive, non-medical help. They are not permitted to give medical, legal, or financial advice, handle medications beyond simple reminders, or take on tasks outside the agreed scope of service. If your needs change, let us know so we can adjust.

10. Intellectual property

The Service, including its content, design, logos, and software, is owned by ThereWhen or its licensors and is protected by law. We grant you a limited, personal, non-transferable license to use the Service for its intended purpose. You may not copy, modify, or redistribute it without our permission.

11. Third-party services

The Service relies on third-party providers (for example, for payments, messaging, and scheduling) and may link to third-party websites. We are not responsible for the content or practices of those third parties, and their own terms and policies apply to your use of their services.

12. Disclaimers

The Service is provided “as is” and “as available.” To the fullest extent permitted by law, we disclaim all warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or completely secure.

13. Limitation of liability

To the fullest extent permitted by law, ThereWhen will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, arising out of or relating to your use of the Service. Our total liability for any claim relating to the Service will not exceed the amount you paid us in the twelve months before the event giving rise to the claim.

14. Indemnification

You agree to indemnify and hold harmless ThereWhen and its officers, employees, and agents from any claims, damages, or expenses arising out of your misuse of the Service or your violation of these Terms.

15. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we’ll update the effective date above and, where appropriate, notify you. Your continued use of the Service after a change takes effect means you accept the updated Terms.

16. Governing law

These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Any dispute relating to these Terms or the Service will be resolved in the state or federal courts located in Texas, and you consent to their jurisdiction.

17. Contact us

Questions about these Terms? Email us at help@therewhen.co, or write to us at:

ThereWhen, Inc.
5900 Balcones Drive # 32892, Austin, TX 78731