Ask Nuala — Website and Services
Last updated: October 26, 2026
Contents
Part A — General terms
About us and these Terms
Key words used in these Terms
What Ask Nuala is — and is not
Part B — The Website
Using the Website
Acceptable use of the Website
Intellectual property
Part C — Our Services
Ordering a Service
Advisor
Concierge
Companion Transport
Smart Bracelet
Prices, payment and invoices
Cancellation and refunds
Our right to suspend or end Services
Your responsibilities
Our responsibility to you
Privacy and personal data
Questions and complaints
Changes to these Terms
General
Governing law and jurisdiction
Part D — Terms for Suppliers
About this Part D
Joining Ask Nuala as a Supplier
Insurance
Receiving and carrying out Jobs
Working with Clients
Payment
Your independent status
Liability between you and Ask Nuala
Personal data and confidentiality
Suspension, removal and changes
Additional terms for Drivers
Part A — General terms
1. About us and these Terms
1.1 These terms and conditions (the Terms) apply to your use of the Ask Nuala website, to the following Ask Nuala services: Advisor, Concierge, Companion Transport and Smart Bracelet (each a Service), and to Suppliers who register to receive work through Ask Nuala. Please read them carefully.
1.2 The Website and the Services are provided by Ask Nuala Limited (Ask Nuala, we, us or our), a private company limited by shares registered in Ireland under company number 827639, with its registered office at 26 Berkeley Road, Phibsborough, Dublin D07 CH64.
1.3 You can contact us by phone on 01-2958 506 or by email at hello@asknuala.ie.
1.4 Part B of these Terms applies to everyone who uses the Website. Parts A and C also apply when you order a Service. Part D applies to Suppliers who register to receive Jobs through Ask Nuala (see section 22). When you order a Service, you will be asked to tick a box confirming that you accept these Terms. Once you have done so and we have sent you an Order Confirmation, a contract is formed between you and Ask Nuala on these Terms. You will also be asked separately whether you authorise us to charge your Stored Card for Supplier Costs under clause 9.9.
1.5 The Smart Bracelet Service also requires you to sign a separate Smart Bracelet Service Agreement (see section 11). If there is any conflict between that agreement and these Terms, the Smart Bracelet Service Agreement applies to the Smart Bracelet Service.
1.6 Nothing in these Terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2022.
2. Key words used in these Terms
2.1 In these Terms:
(a) Customer or you means the person who orders and pays for a Service — usually a family member or friend of the Client.
(b) Client means the older person who receives the Service.
(c) Care Circle means the family members, friends or others you nominate to receive updates, reports or alerts about the Client.
(d) Order Confirmation means our written confirmation (usually by email) of the Service(s) and plan you have chosen, the price and the start date.
(e) Plan means the monthly subscription you have chosen for a Service, including any allowance of time, tasks or journeys it includes, as described on our pricing page and in your Order Confirmation.
(f) Supplier means an independent tradesperson, business or professional (for example a cleaner, gardener, handyman, plumber, electrician, taxi or hackney driver, tech support provider, home care provider, solicitor or financial adviser), including a Volunteer, whom we help you find or book, but who is not Ask Nuala.
(g) Driver means a licensed SPSV (taxi or hackney) driver who is a Supplier and carries out Companion Transport journeys booked through Ask Nuala.
(h) Website means asknuala.ie and any related Ask Nuala web pages, including our Support Guide articles.
(i) Working Day means Monday to Friday, excluding public holidays in Ireland.
(j) Smart Bracelet includes the bracelet and communication gateways used for the remote monitoring service.
(k) Supplier Costs means the amount a Supplier charges for their work, materials, deposits or cancellation fees, which we pay on your behalf under clause 9.8.
(l) Stored Card means the payment card you give us at checkout, which is held securely by our payment provider, Stripe.
(m) Approved Amount means the amount of Supplier Costs you have approved for a specific job under clause 9.10.
(n) Job means a specific piece of work requested by a Customer and carried out for the Client by a Supplier.
(o) Volunteer means a Supplier who carries out Jobs without charge.
3. What Ask Nuala is — and is not
3.1 Ask Nuala is a non-medical advice and organising service for families arranging care and support for an older person in the Republic of Ireland.
3.2 We are not legal, financial or medical advisers. We do not provide legal, financial, tax, investment, pensions, medical, clinical, nursing or psychological advice, and nothing we say or provide — on the Website or as part of any Service — should be treated as such advice. Where you need that advice, we will suggest that you speak to an appropriately qualified professional.
3.3 We are not a home care provider, nursing home or healthcare provider. Our staff do not provide personal care, nursing care or medical assistance, and do not give or manage medication. We do not provide or arrange companionship or befriending services.
3.4 We are not an emergency service. If someone is in immediate danger or needs urgent medical help, call 112 or 999. If you are worried that an older person is being harmed or exploited, contact the HSE Safeguarding and Protection Team for the area or An Garda Síochána.
3.5 We will never ask the Client for payment. All charges are paid by the Customer.
Part B — The Website
4. Using the Website
4.1 By using the Website you agree to this Part B and to sections 3, 6, 16, 17 and 21. If you do not agree, please do not use the Website.
4.2 The Website is intended for adults in the Republic of Ireland. The information on it relates to services, schemes, entitlements and law in the Republic of Ireland only. If you access the Website from elsewhere — including Northern Ireland or the UK — the information may not apply to you.
4.3 The Website provides general information only. It is not tailored to anyone’s individual circumstances and is not a substitute for professional advice (see clause 3.2).
4.4 We take care to make the information on the Website accurate, but we do not guarantee that it is complete, accurate or up to date. Information about third parties — including public bodies, care providers and other organisations — is based on sources we believe to be reliable, but can change without notice. Please confirm anything important directly with the organisation concerned before acting on it.
4.5 Support Guide articles may be out of date. Our Support Guide articles are accurate to the best of our knowledge when published. Public schemes, eligibility rules, charges and waiting times — for example Home Support, the Nursing Homes Support Scheme (Fair Deal), carer’s payments and housing adaptation grants — change frequently, and we do not promise to update articles when they do. Each article shows the date it was published or last reviewed. Always check the current position with the relevant body (such as the HSE, the Department of Social Protection, Citizens Information or your local authority) before acting.
4.6 A mention of a product, service or organisation on the Website is not an endorsement or a recommendation that it is suitable for you.
4.7 The Website contains links to other websites. We have no control over those sites and are not responsible for their content, availability or privacy practices.
4.8 We may update, suspend or withdraw all or part of the Website at any time. We do not guarantee that the Website will always be available or free from errors or viruses.
5. Acceptable use of the Website
5.1 You must not:
(a) use the Website in any way that is unlawful, fraudulent or harmful;
(b) copy, scrape or extract the Website’s content by automated means, other than normal search-engine indexing, or use it to train any artificial intelligence model;
(c) introduce viruses or other harmful material, or try to gain unauthorised access to the Website or its systems;
(d) interfere with or disrupt the Website.
6. Intellectual property
6.1 The Website and its content — including text, articles, graphics, logos and design — are owned by or licensed to Ask Nuala and are protected by copyright and other intellectual property laws.
6.2 You may view, print and download extracts for your own personal, non-commercial use, and share links to our pages. You may not otherwise copy, republish or commercially use our content without our written permission. If you share or print our content, please acknowledge Ask Nuala as the source.
6.3 “Ask Nuala”, the Ask Nuala logo and “We’re there when you can’t be” are trade marks of Ask Nuala Limited.
Part C — Our Services
7. Ordering a Service
7.1 You must be 18 or over to order a Service.
7.2 Our Services are currently available within Dublin county only. We will tell you before you order if we cannot serve the Client’s address.
7.3 By ordering a Service for a Client, you confirm that:
(a) the Client knows about and agrees to the Service, or you are otherwise entitled to arrange it on their behalf (for example under an enduring power of attorney or as their decision-making representative);
(b) the information you give us about yourself and the Client — including any mobility, communication or support needs relevant to the Service — is accurate and complete, and you will tell us promptly if it changes;
(c) you will give us the contact details of at least one member of the Care Circle who can be reached in an emergency.
7.4 We may decline an order, for example if the Client’s needs are beyond what we can safely provide, or we do not have capacity in the area. If we decline, you will not be charged.
7.5 At checkout you will be asked to tick a box confirming that you accept these Terms and that you want your Service to start immediately (see clause 13.1). You will also be asked separately whether you authorise us to charge your Stored Card for Supplier Costs under clause 9.9.
8. Advisor
8.1 The Advisor Service gives you access to an Ask Nuala family advisor who will help you understand your options, plan next steps and find your way through public services and private providers for the Client.
8.2 Your advisor is available by phone, email or video call during 09:00 to 17:00 on Working Days. Your Plan includes the amount of advisor time shown in your Order Confirmation. Unused time does not carry over to the next month. If you need more time in a month, we will tell you the hourly rate before providing it and will only go ahead with your agreement.
8.3 Our advisors are not legal, financial or medical advisers (see clause 3.2). They can explain how public schemes generally work, help you organise information and prepare questions, and suggest the kind of professional you may need — for example a solicitor, financial adviser, GP or occupational therapist. They will not tell you what legal, financial or medical decision to make.
8.4 Any professional we suggest is a Supplier. They are independent of Ask Nuala, you contract with and pay them directly, and we are not responsible for their advice or services.
8.5 Decisions about the Client’s care, finances and living arrangements remain yours and the Client’s.
8.6 Each month we will send you a short report of the observations and concerns raised during that month’s engagement.
9. Concierge
9.1 The Concierge Service takes practical organising off your hands. For example, we can find, book and follow up with a cleaner, gardener, handyman, tech support provider or home care provider for the Client, chase a booking, or arrange a delivery.
9.2 The Concierge Service is charged per task. A task is a single request that we expect to take 20 minutes or less of our time to complete. Your Plan includes the number of tasks shown in your Order Confirmation; additional tasks are charged at the per-task rate on our pricing page.
9.3 If a requested task is likely to take longer than 20 minutes, we will tell you before we start and quote you an hourly rate for it. We will only start that task once you have approved the quote.
9.4 Suppliers are independent. When we book a Supplier for you, the contract for their work is between the Supplier and you (or the Client). Ask Nuala is not a party to that contract. We do not take any fee or commission from Suppliers, and we do not add any margin to Supplier Costs.
9.5 Before recommending a Supplier, we carry out the checks described in sections 23 and 24 and on our Website — for example confirming a postal address, that they are a registered business and, where required, their insurance and Garda vetting. These checks are limited. They are not a guarantee of the quality, safety or suitability of a Supplier’s work, and we are not responsible for the Supplier’s work, acts or omissions even where we have paid the Supplier on your behalf. If you are unhappy with a Supplier, we will help you raise it with them.
9.6 Where agreed, we will confirm that a booked job has been completed and include it in your monthly report.
9.7 We will not hold keys, or make purchases for you other than as set out in clauses 9.8 to 9.13, unless we have agreed this with you in writing in advance.
9.8 Paying Suppliers using your Stored Card. If you choose, we can pay a Supplier on your behalf using your Stored Card, so that you do not have to pay the Supplier yourself. This is optional. You can instead pay the Supplier directly, and we will not charge your Stored Card for Supplier Costs unless you have given your consent under clause 9.9.
9.9 Your authority. By accepting these Terms you authorise us to charge your Stored Card for subscription payments and for additional charges you have approved. We cannot charge any amount you have not approved. You can withdraw this authority at any time by contacting us, and it does not affect amounts you have already approved.
9.10 Approving each job. Before we pay a Supplier, we will send you the Supplier’s name, a description of the job and the quoted price. We will only charge your Stored Card once you approve by reply email, text message or phone call that we note in writing. If the price changes by more than 10% or €25, whichever is lower, we will ask for your approval again before paying.
9.11 What we charge. We charge you exactly the amount the Supplier charges, plus any card processing cost we incur on that payment if applicable. Supplier Costs appear on your receipt separately from your Plan charges and are not part of the Plan price. We will send you a copy of the Supplier’s invoice or receipt.
9.12 Disputes and refunds. If you are unhappy with a Supplier’s work, tell us and we will help you raise it with them (see clause 9.5). Any refund the Supplier agrees to give is paid back to your Stored Card. Supplier deposits and cancellation fees are Supplier Costs, and we cannot refund them unless the Supplier does. We are not responsible for the Supplier’s work, even where we have paid them on your behalf.
9.13 Failed payments and withdrawing consent. If a charge to your Stored Card fails, we will contact you, and we will not book or confirm the Supplier until you have paid or given another payment method. You can withdraw your consent under clause 9.9 at any time by contacting us. Withdrawing it does not cancel jobs you have already approved, and you remain responsible for the Approved Amount of those jobs. We never ask the Client for payment (see clause 3.5).
10. Companion Transport
10.1 Through the Companion Transport Service, we book a Driver to collect the Client, accompany them to their appointment or outing, wait, and bring them home. All Drivers are licensed SPSV (taxi or hackney) drivers. Booking a journey counts as a Concierge task (see clause 9.2).
10.2 Ask Nuala operates as a Despatch Operator under the terms of the National Transport Authority (NTA). We take the booking and pass it to a Driver. Drivers are independent Suppliers. The contract for each journey is between the Driver and you (or the Client), as described in clause 9.4, and Ask Nuala is not a party to it.
10.3 Plan each journey in advance. You must give us the details of each journey at least 24 hours beforehand, including the pick-up address, each destination, appointment times, the expected return time, and any mobility or communication needs the Driver should know about. We will confirm the booking in writing.
10.4 Ask Nuala aims to provide indicative pricing before each journey.
(a) Travel fares are based on published NTA rates for taxis and hackneys.
(b) If a return journey requires a wait of more than 15 minutes then a separate fare will apply.
(c) If a driver is asked to wait between journeys then a waiting time is applied. This is charged by the Driver at €60 per hour and collected by Ask Nuala. Part hours are charged in 15-minute units. A parking charge may also apply.
(d) Fares, waiting time and parking charges are Supplier Costs and are paid using your Stored Card under clauses 9.8 to 9.13. When you approve a booking under clause 9.10, you approve the indicative fare together with any waiting time and parking charges that apply under this clause 10.4.
10.5 Cancelling a journey. You can cancel or change a booked journey free of charge up to 24 hours before the booked pick-up time. If you cancel with less than 24 hours’ notice, or the Client is not available at the booked pick-up time, the Driver will charge one hour of waiting time.
10.6 Drivers are there to drive, accompany and support the Client. They:
(a) do not provide personal care, nursing care or medical assistance, and do not give or manage medication;
(b) are not insured to enter the Client’s home or any other premises and will meet the Client at the door;
(c) can offer a steadying arm but cannot lift or carry the Client. The Client must be able to get in and out of a standard car with no more than light assistance. Please tell us in advance about wheelchairs, walking aids or other equipment;
(d) may decline to start, or may end, a journey if they reasonably believe it is unsafe — for example if the Client appears acutely unwell. In an emergency, the Driver will call 112 or 999 and then contact the Care Circle.
10.7 They will make every reasonable effort to arrive on time, but cannot guarantee journey times and are not responsible for missed appointments caused by traffic, weather or other events outside our control. Please allow enough time for each journey.
10.8 We are not responsible for the Driver’s driving, acts or omissions (see clause 16.3(b)). If you are unhappy with a journey, tell us and we will help you raise it with the Driver.
11. Smart Bracelet
11.1 The Smart Bracelet Service provides a wearable device for the Client that can send alerts — including fall alerts and alert-button presses — to designated members of the Care Circle.
11.2 Before the Smart Bracelet Service starts, you must sign our separate Smart Bracelet Service Agreement. That agreement sets out the full terms of the Service, including all safety information, the device, installation, data and returns. The Service will not be activated until it is signed.
11.3 The Smart Bracelet Service has a minimum term of 3 months from activation. After the minimum term, it continues month to month and can be cancelled as described in section 13.
11.4 Like all of our services, the Smart Bracelet is only available in the Republic of Ireland.
11.5 The Smart Bracelet is owned by Ask Nuala. The service grants only a license to use the Smart Bracelet during the subscription term.
11.6 For your information, the following important limitations apply. They are set out in full in the Smart Bracelet Service Agreement:
(a) NOT AN EMERGENCY RESPONSE SYSTEM: The Smart Bracelet system, including any fall alarm sensors or alert buttons, is NOT intended for emergency situations and should not be relied upon as a primary method for summoning emergency help.
(b) NOT MONITORED: Alerts are directed to designated members of the Care Circle as an app notification. No additional monitoring service is included.
(c) FALL DETECTION LIMITATIONS: The fall alarm sensor cannot be guaranteed to detect 100% of falls. Detection depends on various factors, including where the sensor is worn and the impact of the fall. If a Client falls and is able to press an alert button, they must do so.
(d) NOT A MEDICAL DEVICE: The system is not a medical device. It cannot be used to diagnose, prevent, monitor, treat, or alleviate any disease or medical condition. All medical concerns must be directed to a qualified healthcare professional.
12. Prices, payment and invoices
12.1 Our current prices are shown on our pricing page and in your Order Confirmation. All our prices include VAT where applicable. Supplier Costs are set by the Supplier and may or may not include VAT.
12.2 Subscriptions are paid monthly in advance by card, starting on the date shown in your Order Confirmation and then on the same date each month.
12.3 Additional charges — for example extra advisor time, Supplier Costs, Concierge tasks over 20 minutes or beyond your Plan and late cancellation charges — will be notified to you in advance and deducted from your stored card once you approve.
12.4 Invoices are payable within 7 days of the invoice date.
12.5 If a subscription payment fails or an invoice is not paid on time, we will contact you. If payment is still not made within 7 days of our reminder, we may suspend the Services until it is paid, and may end them under section 14.
12.6 We may change our prices. We will give you at least 30 days’ notice of any increase affecting your subscription. If you do not accept the new price, you can cancel before it takes effect.
13. Cancellation and refunds
13.1 Your 14-day right to cancel. As a consumer buying a Service at a distance, you have the right to cancel your contract within 14 days of the date of your Order Confirmation without giving a reason.
13.2 By ticking the box at checkout, you ask us to start providing the Service straight away, during that 14-day period. If you then cancel within the 14 days, you must pay a proportionate amount for the Services provided up to the time you tell us you are cancelling. We will refund any balance within 14 days of your cancellation, using the same payment method you used. If a Service has been fully provided within the 14 days at your request, you will no longer have the right to cancel it.
13.3 To cancel within the 14 days, tell us clearly by email or phone (see clause 1.3).
13.4 Cancelling a subscription after 14 days. You can cancel any subscription at any time by contacting us. Cancellation takes effect at the end of the month you have already paid for, and the Service continues until then. Partial refunds are not available for the remainder of a paid month. The Smart Bracelet minimum term in section 11 still applies.
13.5 Upon expiration or termination of the Smart Bracelet Service, the Customer will deliver the Smart Bracelet to Ask Nuala.
13.6 Customer will pay Ask Nuala €200 if the Smart Bracelet is lost, damaged, or destroyed before such redelivery.
13.7 Supplier Costs are not refundable once the Supplier has done or committed to the work, apart from any refund the Supplier agrees. This applies even if you cancel within 14 days under 13.2.
13.8 If we do not provide a Service with reasonable care and skill, or as described, you have rights under the Consumer Rights Act 2022, including the right to have the Service performed again or to a price reduction. Please contact us and we will put things right.
14. Our right to suspend or end Services
14.1 We reserve the right to suspend or end any Service.
14.2 We may end a Service for any reason by notifying you at least 30 days’ written notice. If we do, we will refund any amount you have paid in advance for Services not provided after the end date.
14.3 We may suspend or end a Service immediately, or on shorter notice, by telling you in writing if:
(a) you do not pay an amount due to us (see section 12);
(b) you, the Client or anyone in the Client’s home behaves in an abusive, threatening or unsafe way towards our staff, Drivers or Suppliers;
(c) we reasonably believe the Client’s needs have changed so that we can no longer provide the Service safely or appropriately;
(d) the Client tells us they do not wish to receive the Service;
(e) you have given us information that is materially false or misleading; or
(f) you otherwise seriously breach these Terms.
14.4 If we end a Service under this clause, any amounts already due remain payable. We will not refund the remainder of a paid month where we end a Service because of non-payment or abusive behaviour.
15. Your responsibilities
15.1 You agree to:
(a) keep the information you have given us about yourself and the Client up to date, and tell us promptly about any change in the Client’s needs that is relevant to a Service;
(b) make sure, as far as you reasonably can, that the Client understands what each Service does and does not do, including the limitations in sections 10 and 11;
(c) treat our staff, Drivers and Suppliers with courtesy and respect;
(d) keep your Care Circle contact details up to date.
16. Our responsibility to you
16.1 We will provide the Services with reasonable care and skill and as described in these Terms and your Order Confirmation.
16.2 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under Irish law, including your statutory rights as a consumer.
16.3 Subject to clause 16.2, we are not liable for:
(a) decisions you or the Client make, or actions taken or not taken, based on general information on the Website, including Support Guide articles;
(b) the work, advice, acts or omissions of any Supplier or other third party, including professionals we suggest (see clause 9.4) including where we have paid that Supplier on your behalf;
(c) any failure of the Smart Bracelet to detect a fall or send an alert, or any delay in a member of the Care Circle responding to an alert, except as set out in the Smart Bracelet Service Agreement;
(d) any loss that was not reasonably foreseeable when the contract was formed;
(e) any delay or failure caused by events outside our reasonable control, such as severe weather, road closures, illness or failures of telecommunications networks.
16.4 Subject to clause 16.2, our total liability to you in connection with the Services is limited to the total amount you have paid us in the 12 months before the event giving rise to the claim. Our liability in connection with your use of the Website alone, which is free of charge, is limited to €100.
16.5 Drivers are Suppliers. Each Driver is responsible for holding the licences and insurance required for their vehicle and their work (see sections 24 and 32).
17. Privacy and personal data
17.1 To provide the Services we need to collect and use personal data about you, the Client and the Care Circle. This may include information about the Client’s wellbeing, mobility and circumstances where it is relevant to the Service. We process personal data in line with the General Data Protection Regulation, the Data Protection Acts 1988 to 2018 and our Privacy Policy, which explains what we collect, why, how long we keep it, and your rights.
17.2 Where you give us personal data about the Client or members of the Care Circle, you confirm that you are entitled to do so and that you have told them, or will tell them, about our Privacy Policy.
17.3 Card payments are processed by Stripe. We do not see or store your full card number.
18. Questions and complaints
18.1 If you have a question or are unhappy with any part of our Website or Services, please contact us (see clause 1.3). We aim to acknowledge complaints within 3 Working Days and to respond fully within 15 Working Days.
19. Changes to these Terms
19.1 We may update these Terms from time to time. The current version will always be on the Website, with the date it was last updated.
19.2 If you have a subscription and we make a change that materially affects you, we will tell you at least 30 days before the change takes effect. If you do not accept the change, you can cancel before it takes effect and the change will not apply to you.
20. General
20.1 If any part of these Terms is found to be invalid or unenforceable, the rest will continue to apply.
20.2 If we delay or do not enforce any of these Terms, we have not waived our rights.
20.3 These Terms are between you and us. No other person, including the Client, has any right to enforce them, except as required by law.
20.4 We may transfer our rights and obligations under these Terms to another organisation, for example if our business is transferred. We will tell you if this happens, and it will not reduce your rights.
20.5 These Terms, your Order Confirmation and (for the Smart Bracelet) the Smart Bracelet Service Agreement are the entire agreement between you and us about the Services.
21. Governing law and jurisdiction
21.1 These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of Ireland.
21.2 The courts of Ireland have jurisdiction. If you are a consumer living in another EU member state, you may also bring proceedings in the courts of the country where you live, and you keep the protection of any mandatory consumer law of that country.
Part D — Terms for Suppliers
22. About this Part D
22.1 This Part D applies to every Supplier who registers with Ask Nuala to receive Jobs. In this Part D, you means the Supplier. Customer, Client and the other words defined in section 2 have the same meanings as in the rest of these Terms.
22.2 Suppliers may be individuals working for themselves, partnerships or companies — for example plumbers, electricians, cleaners, gardeners, handymen and tech support providers — or Volunteers. Where the Supplier is a business, it is responsible for every person it sends to carry out a Job, and references to you include those people where the context allows.
22.3 When you register, you will be asked to tick a box confirming that you accept this Part D, together with sections 1 to 3, 17, 20 and 21 and, if you are a Driver, section 10. Once we confirm your registration in writing, a contract is formed between you and Ask Nuala on those terms.
22.4 This Part D governs the relationship between you and Ask Nuala only. The contract for each Job is between you and the Customer (or the Client), as described in clause 9.4. Ask Nuala is not a party to that contract.
22.5 We do not charge Suppliers. We do not take any fee or commission from you, and we do not add any margin to the price you charge the Customer.
22.6 Drivers carrying out Companion Transport journeys are Suppliers. Section 32 sets out additional terms that apply to them.
23. Joining Ask Nuala as a Supplier
23.1 To register as a Supplier, you must:
(a) be 18 or over;
(b) give us accurate details of yourself or your business, including a postal address, contact details and, for a business, its registered name and its company or business name registration number where applicable;
(c) hold any registration, licence or qualification required by law for the work you offer — for example Safe Electric registration for electrical work or RGII registration for gas work;
(d) hold the insurance required under section 24; and
(e) complete Garda vetting through Ask Nuala where clause 23.3 applies.
23.2 We will carry out the checks described on our Website (see clause 9.5) and may ask you for evidence at any time — for example certificates of insurance, registration or qualification. You must tell us promptly if any information you have given us changes, or if any insurance, registration, qualification or vetting lapses or is withdrawn.
23.3 Garda vetting. Garda vetting through Ask Nuala is required for any Supplier or Volunteer who carries out a Job whose main purpose is providing help directly to the Client — for example accompanied errands or tech help for the Client. It is not required for Jobs where contact with the Client is incidental to the work, such as plumbing, electrical work, repairs, cleaning or gardening. In every case, a Supplier must make sure that anyone it sends to a Job is competent, suitable and of good character.
23.4 Registration does not guarantee that you will be offered any Jobs. We may decline a registration at our discretion.
24. Insurance
24.1 Higher-Risk Work means any Job involving plumbing, gas, electrical or building work, work at height (including the use of ladders), the use of power tools or machinery, accompanying a Client on foot away from the vehicle as part of a Companion Transport journey, or any other work we tell you carries a significant risk of injury or damage to property.
24.2 If you carry out Higher-Risk Work, you must hold public liability insurance with a limit of at least €6.5 million for any one event, covering the work you carry out through Ask Nuala. If you employ anyone, you must also hold employer’s liability insurance.
24.3 Public liability insurance is optional for other Jobs, such as tech help and errands. Where you do not hold it, we will tell the Customer before they approve the Job, and you remain responsible for any injury, loss or damage you cause.
24.4 You must give us a copy of your insurance certificate before your first Job and an updated copy on each renewal. If your insurance lapses, you must not carry out Higher-Risk Work through Ask Nuala until it has been renewed.
24.5 If you use a vehicle in connection with a Job, you must make sure your motor insurance covers that use.
25. Receiving and carrying out Jobs
25.1 Job requests. We will send you the details of a requested Job, including the work required, the Client’s address and any relevant access and communication notes. You are free to accept or decline any Job, and you decide how many Jobs you take on.
25.2 Estimates and quotes. Before any work begins, you must give us a written estimate or quote that includes all labour, materials, call-out and other charges. We will pass it to the Customer for approval under clause 9.10. You must not begin work until we have confirmed that the Customer has approved it.
25.3 Changes to the price. If you find that the work or its cost will differ from the approved estimate or quote, you must tell us before going further. You must not carry out extra work, or buy materials, that the Customer has not approved. We will only pay you the Approved Amount.
25.4 Carrying out the work. You must carry out each Job:
(a) with reasonable care and skill, to the standard expected of a competent person in your trade or profession;
(b) in line with all applicable laws, regulations and safety standards, including health and safety law;
(c) at the time agreed with the Customer, or tell us as soon as possible if you cannot; and
(d) using your own tools, equipment and materials, unless the approved estimate or quote says otherwise.
25.5 Cancelling a Job. If you need to cancel an accepted Job, tell us as early as possible so that we can rearrange it. You may only charge the Customer a cancellation fee if it was included in the approved estimate or quote.
25.6 Confirming completion. When you finish a Job, you must confirm it in the way we tell you — for example by scanning the Ask Nuala code at the Client’s home and completing a short visit report. We use this to confirm completion to the Customer and to include it in their monthly report (see clause 9.6). It does not mean that we supervise your work.
25.7 Complaints. If the Customer raises a complaint about your work, you must respond promptly and in good faith, and work with us and the Customer to resolve it. Any refund you agree to give will be paid back to the Customer through Ask Nuala (see clause 9.12).
26. Working with Clients
26.1 Many Clients are older and some may be vulnerable. When carrying out a Job, you must:
(a) treat the Client, their home and their belongings with courtesy and respect;
(b) never ask the Client for payment, or accept money, gifts, loans or any other benefit from the Client (see clause 3.5);
(c) never become involved in the Client’s financial, legal or personal affairs — for example their bank accounts, will or property;
(d) not hold keys or access codes for the Client’s home unless the Customer has agreed this in writing through Ask Nuala;
(e) not bring anyone to the Client’s home who is not involved in the Job;
(f) not provide personal care, nursing care or medical assistance, or give or manage medication (see clause 3.3); and
(g) not be under the influence of alcohol or drugs.
26.2 If you are worried about the Client’s safety or wellbeing, tell us as soon as possible. If someone is in immediate danger, call 112 or 999 first.
27. Payment
27.1 This section applies where the Customer has chosen to pay you through Ask Nuala under clause 9.8. Where the Customer pays you directly, payment terms are between you and the Customer.
27.2 To receive payments through Ask Nuala, you must set up a payout account with our payment provider, Stripe, and keep your details up to date.
27.3 You must give us an invoice or receipt for each Job, addressed to the Customer and showing VAT where you are registered for it. We will send a copy to the Customer (see clause 9.11).
27.4 When you are paid. We will pay you the Approved Amount within 7 Working Days of the later of:
(a) your confirmation that the Job is complete under clause 25.6; and
(b) our receipt of cleared funds from the Customer.
27.5 We may withhold all or part of a payment while a complaint or dispute about the Job is unresolved, or until the Customer has paid in full. We will tell you if we do.
27.6 We may, at our discretion, make reasonable efforts to pay you sooner, but you should not rely on this.
27.7 Volunteers are not paid for Jobs. Any out-of-pocket expense must be approved by the Customer in advance under clause 9.10.
28. Your independent status
28.1 You are an independent contractor or business. Nothing in these Terms makes you an employee, worker, agent or partner of Ask Nuala. Ask Nuala does not carry out Jobs and does not employ anyone to carry them out.
28.2 Ask Nuala does not direct or control how you carry out a Job. You decide which Jobs you accept, agree times directly with the Customer, choose your working methods and decide who in your business carries out the work, subject to sections 23, 24 and 26. We do not provide tools, equipment, labour or materials. Passing on the Customer’s requirements and confirming completion does not amount to supervision.
28.3 You have no authority to make any contract or commitment, written or oral, express or implied, on behalf of Ask Nuala.
28.4 You are solely responsible for all income tax, PRSI, USC and VAT on your earnings, for registering with the Revenue Commissioners as required, and for the tax, PRSI and employment obligations relating to anyone you engage to carry out Jobs. Ask Nuala does not deduct tax or PRSI from payments to you.
28.5 You agree to indemnify Ask Nuala against all claims, liabilities and reasonable costs arising from:
(a) you, or anyone you engage, being held to be an employee or worker of Ask Nuala, or Ask Nuala being held to be an employer or joint employer;
(b) any claim by anyone you engage under employment, equality, working time, pay, holiday, sick leave, pension or social welfare law; and
(c) any failure by you to pay income tax, PRSI, USC or VAT for which you are responsible.
29. Liability between you and Ask Nuala
29.1 Nothing in these Terms excludes or limits either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under Irish law.
29.2 You are responsible for your work and for the acts and omissions of everyone you send to carry out a Job. You agree to indemnify Ask Nuala against all claims, liabilities and reasonable costs arising from any injury, loss or damage caused by your work, your acts or omissions, or your breach of this Part D.
29.3 Subject to clause 29.1, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, even if foreseeable, for:
(a) any loss of profits, sales, business or revenue;
(b) business interruption or loss of business opportunity;
(c) loss of anticipated savings, goodwill or reputation;
(d) any indirect or consequential loss; or
(e) any loss arising from your use of, or inability to use, the Website or our systems.
29.4 We do not guarantee that you will receive any Jobs or any level of income.
29.5 Subject to clause 29.1, our total liability to you in connection with this Part D is limited to €500.
30. Personal data and confidentiality
30.1 We will share with you only the personal data you need to carry out a Job — usually the Client’s name, address, contact details and access and communication notes.
30.2 You must use that data only to carry out the Job, keep it secure and confidential, not share it with anyone else, and delete it once the Job and any related complaint are finished, unless the law requires you to keep it. You must comply with the General Data Protection Regulation and the Data Protection Acts 1988 to 2018.
30.3 You must not use information we give you to contact the Client or the Customer for marketing purposes.
30.4 We process your personal data in line with our Privacy Policy.
31. Suspension, removal and changes
31.1 You can stop receiving Jobs, or close your registration, at any time by telling us. You must complete any Jobs you have already accepted, or arrange with us to cancel them under clause 25.5.
31.2 We may suspend you from receiving Jobs, or end your registration, immediately by telling you in writing if:
(a) you breach this Part D, including sections 24 and 26;
(b) your insurance, registration, qualification or Garda vetting lapses or is withdrawn;
(c) we receive a complaint or information that we reasonably believe means you may pose a risk to a Client;
(d) you behave in an abusive, threatening or dishonest way towards a Customer, a Client or our staff; or
(e) you have given us information that is materially false or misleading.
31.3 We may otherwise end your registration by giving you at least 30 days’ written notice.
31.4 Ending your registration does not affect payment for Jobs you have already completed (subject to clause 27.5). Sections 28, 29 and 30 continue to apply after your registration ends.
31.5 We may change this Part D. We will give you at least 30 days’ notice of any material change. If you do not accept it, you can close your registration before it takes effect.
32. Additional terms for Drivers
32.1 This section applies to Drivers in addition to the rest of this Part D. If it conflicts with another clause in this Part D, this section applies.
32.2 You must hold a current SPSV driver licence, drive a vehicle with a current SPSV vehicle licence, and comply with all NTA requirements while carrying out a journey, including those on fares.
32.3 Your motor insurance must cover the vehicle for carrying passengers for hire or reward. It does not cover accompanying a Client on foot away from the vehicle so you must not offer that unless you have additional public liability insurance that covers it. See clause 24.1, High Risk Work.
32.4 A current SPSV driver licence satisfies the Garda vetting requirement in clause 23.3.
32.5 You must follow clause 10.6. In particular, you must not enter the Client’s home, and you must meet the Client at the door.
32.6 Waiting time and late cancellations are charged at the rates set out in clauses 10.4 and 10.5. Payments collected through Ask Nuala are paid to you under section 27.