Worker protections

# Worker protections Carers who use the SpecialCarer platform are independent professionals. Independence is not isolation — the platform exists in part to make sure no carer feels alone, unsafe or unfairly treated on a shift. This page sets out the protections every carer can rely on. ## Right to a safe working environment You have the right to expect that the home, facility or other location where you provide care is reasonably safe. You should be told in advance about any hazards (aggressive pets, infectious illness, unsafe equipment) and the safeguards in place. If you arrive at a shift and the environment is materially different from what was disclosed, you are entitled to refuse the shift and be paid for your time and travel up to that point. ## Right to leave a shift that becomes unsafe If a shift becomes unsafe — through threatening behaviour, an unexpected medical emergency, an unfit environment, or any other significant change — you have the right to leave. Use the **Request to leave** flow on the booking screen to notify SpecialCarer. We will: - log the request, - contact the customer to communicate that the shift has ended, - arrange a replacement carer where the customer needs continuing cover, - pay you for the hours actually worked plus any cancellation protection that applies to your booking type. You are not required to wait for our response before stepping back from immediate physical danger. Use the in-app SOS button or call 999 / 911 if life or limb is at risk. ## Right to escalate If you have a concern that does not warrant SOS but is not being resolved at the booking level, you can escalate at any time: - **Hotline:** the numbers and hours are listed on the in-app Support & Safety page. - **Email:** support@specialcarer.com — Trust & Safety acknowledges within 4 business hours. You will not be removed from the platform, marked down on the matching algorithm, or otherwise penalised for raising a concern in good faith. ## Anti-retaliation Retaliation against a carer for raising a safety, payment or behaviour concern — by any party — is a violation of the SpecialCarer terms of service. Examples of prohibited retaliation include withholding payment, posting a punitive review in response to a safeguarding report, or attempting to engage the carer off-platform to circumvent platform protections. We investigate every retaliation claim and the platform fee structure is designed to be neutral to who raised what. ## Pay protections - **Private bookings (consumer customers):** payouts are processed weekly. Earnings from a Monday-to-Sunday week settle the following Tuesday provided the shift has completed and the 24-hour dispute window has closed without challenge. - **Organisation bookings:** organisation customers are invoiced on net-14 terms; payouts to carers happen monthly once the customer invoice has cleared. Sleep-in duties for organisations are paid at the company-set rate (currently £50 per duty in the UK; equivalent to be confirmed in the US) regardless of the carer's standard hourly rate. - **Cancellation cover:** if the customer cancels with less than 24 hours' notice you are paid 50% of the booked rate. If the customer no-shows, you are paid 100% for up to the first 4 hours. ## Discrimination and harassment The SpecialCarer platform does not tolerate discrimination on the basis of race, ethnicity, religion, gender, gender identity, sexual orientation, disability, age, pregnancy or marital status. Carers experiencing discriminatory or harassing behaviour from a customer, an organisation contact or another carer should report it through Support & Safety. Reports are investigated by Trust & Safety; outcomes can include warnings, removal from the platform, or referral to law enforcement where the behaviour is criminal. ## Reporting Use the **Report unsafe client** or **Report community post** flow in the app, or email support@specialcarer.com. We aim to acknowledge every report within 4 business hours and provide a substantive update within 5 business days. Where a safeguarding referral or law-enforcement referral is required, we make that referral as well as updating you on the status. This page is reviewed at least annually and is updated whenever the protections it describes change.