Key Information

Cancellation

• •You can cancel online in the Service.
• •Cancellation confirmation: on-screen + email.
• •If you cancel, you keep access until the end of your current paid period unless the Service clearly states otherwise.
• •UK consumers have a 14-day right to cancel a new paid subscription under the Consumer Contracts Regulations. See our full Terms for details.

Escalation is enabled while your plan is active. You choose:

Delegates can start a Status Check where there is a serious concern. A Status Check does not mean a passing.

During an open Status Check window (72 hours), the Account Holder normally receives up to one reminder per day to log in and respond.

The 72-hour resolution window

When a Concern is raised about a Care Pause, a "They are OK" action, or a Passing report in multi-Delegate accounts:

• •The account is flagged as having an unresolved conflict
• •The Account Holder is prompted to check in
• •We normally send up to one reminder per day during the Status Check window
• •Other Delegates can confirm or dispute the original action
• •If the Account Holder responds, the conflict is resolved
• •Delegates who were notified may receive follow-up updates when action is no longer needed
• •If no resolution occurs within the 72-hour window, you may contact Support for assistance

For single-Delegate accounts, only the Account Holder or our support team can override a Delegate's action.

Passing report disputes

When a Delegate reports a Passing, other Delegates are notified and have 72 hours to respond:

• •If disputes are raised, Message release may be delayed pending additional verification
• •Tie-break rule (Passing disputes): If Delegate responses are evenly split, verification continues (the status quo is maintained) until additional evidence changes the balance, the Account Holder responds, or Support reviews the matter
• •False confirmations intended to delay legitimate verification may result in account suspension

Status Check availability

"Request a Check-in" is unavailable when:

• •A Care Pause is active
• •A dispute is open and unresolved
• •A Passing verification is in progress

"Raise a Concern" and "Report a Passing" remain available to Delegates where applicable, even when "Request a Check-in" is restricted.

Passing verification and Messages

A missed Scheduled Check-in, a Status Check, or a lack of response does not mean a Passing.

Messages are delivered only after a Passing is reported and verified through the Service. Passing verification means the Verification step for a reported Passing.

Recipient access window

Released Messages are available to Recipients for 12 months from the release trigger, unless an extension is granted under the Terms.

After that, Message content is removed from our active systems, with limited retention in backups and logs as described in our Privacy Policy.

• Non-response:Pre-deletion may start 30 days after a missed check-in and deletion may occur after 60 days if there is no Account Holder response and no Delegate Outcome.
• Inactive:Accounts may be deleted after 30 consecutive days Inactive.
• Subscription on deletion:If we delete your account under the T0-based or Inactive deletion rules, we take reasonable steps to stop future subscription renewals.

Where we serve

Y.O.D.O. is offered to people in the United Kingdom and the European Economic Area. People in other countries can register on their own initiative; the service is operated to UK and EEA standards and is not tailored to local law elsewhere. Access from jurisdictions subject to UK or EU sanctions regimes may be unavailable. UK GDPR applies to all users (Article 3(1) UK GDPR); EU GDPR applies to processing of EEA users (Article 3(2)(a) EU GDPR).