Terms & Conditions

Updated: 12 October 2020

  1. General
    1. Welcome to our website, HelpMyStreet.org, provided by HelpMyStreet CIC. HelpMyStreet CIC ("we", "us", "our") is a not-for-profit Community Interest Company registered at Companies House under number 12534175 and registered with the Information Commissioner’s Office under number ZA737386. We reserve the right to transfer the provision of the HelpMyStreet.org service and website, including the provision of any support required in relation to this service and website, to any third party of our choice.
    2. "You" means you as the user of our website.
    3. "Your organisation" means any organisation, project, campaign, initiative, group, or other similar activity that you are interacting on behalf of directly or indirectly.
    4. The HelpMyStreet CIC was registered by the founders of Factor 50 Ltd as a not-for-profit entity in response to the UK Coronavirus outbreak. Factor 50 Ltd will act as a data processor and provide skills and services for HelpMyStreet CIC, including but not limited to data environments, information governance framework and technical resource. Factor 50 Ltd is registered with the ICO (Registration number: ZA488135).
  2. Use of this website
    1. These terms and conditions, together with the Privacy Policy, set out how you may use our website. By accessing our website, you agree to these terms and conditions.
    2. You should read all the terms and conditions prior to using the website. If you do not agree to these terms and conditions you should not use the website.
    3. We may from time to time vary these terms and conditions. Please check these terms and conditions regularly to ensure you are aware of any variations made by us. If you continue to use this website following a variation in terms and conditions, you are deemed to have accepted such variations. If you do not agree to such variations you should stop using this website. If you are a registered user and you no longer wish to use our site you can contact us to delete your account by emailing contact@factor-50.co.uk.
  3. Who can use this website?
    1. We launched HelpMyStreet.org to make it easier and safer for people in the UK to volunteer and request help in their communities. We reserve the right to remove or restrict access for users who are using our site for any other purpose.
    2. Community volunteers can use our website to volunteer their time and skills.
      1. Community volunteers must be a UK resident and aged 18 or over
      2. To participate as a HelpMyStreet volunteer you must have a valid driving licence or passport and a suitable mobile device to verify your identity with our chosen digital identity verification provider.
      3. To participate as a volunteer one of our partner organisations you must be able to meet any requirements set out by that organisation, e.g. ID verification, background check etc.
      4. Volunteers must be willing and able to offer their time and skills for free
    3. Volunteer coordinators can use our site to manage volunteers and activities
      1. A volunteer coordinator must be appointed by and represent one of the partner organisations managing activity through our platform.
      2. HelpMyStreet admin access must be approved and/or granted by your organisation and can be revoked at any time.
      3. To participate as a HelpMyStreet admin you must agree to all relevant data security and protection policies.
    4. People in need of help can use our website to request help for themselves or someone else.
      1. The help recipient must be currently living in the UK and have a genuine need for community support.
      2. The person requesting help must ensure that the request is appropriate and can be safely carried out by one of our community volunteers. A help request submitted by a member of the public should not require any specialist training of volunteers or involve financial support.
        1. Examples of requests which are appropriate for our community volunteers include local errands, a friendly phone call, dog walking etc.
        2. Examples of requests which would not be appropriate include financial assistance, personal care (e.g. washing and dressing) and requests which breach current government and public health advice.
      3. Anyone submitting a request for help on someone else’s behalf must make reasonable attempts to get the help recipient’s consent before submitting a request and sharing personal details through our site.
  4. Terms applicable to all users
    1. All users of our website must:
      1. Only use our website, and all information made available to you through our website, for the purpose(s) intended.
      2. Act with honesty and integrity at all times.
      3. Protect the confidentiality of other users’ information.
      4. Provide true, accurate, current, and complete information as requested by the website for the provision of services, including when registering as a volunteer or requesting help.
      5. Notify us of any updates to your information, including contact information, in a timely and accurate manner.
      6. Only submit and promote help requests which are appropriate and suitable for our community volunteers.
    2. All users of our website must NOT:
      1. Do anything that would assist an unregistered user in gaining access to the logged-in areas of our website.
      2. Use our website to promote political, religious, or other personal beliefs.
      3. Use our website if it would be inappropriate for you to do so, e.g. a criminal background excludes you from volunteering.
      4. Systematically retrieve data or other content from our site to create or compile a database or directory without written permission from us.
  5. Terms applicable to volunteers and registered users
    1. A registered user is anyone who creates an account with us, this includes volunteers and other site users. All registered users must:
      1. Register with an email address that is personal to you. Group inboxes are not permitted to help prevent unauthorised access to personal or sensitive information.
      2. Protect your log-in credentials to ensure no one can log-in with your details or access your account.
      3. 5.1.3. Not create multiple accounts in your name or fraudulently in anyone else’s name.
    2. As a volunteer you must:
      1. Check your inbox frequently. We may notify you of new requests for help or other important updates by email.
      2. Only accept requests that you are willing and able to complete yourself. Once a request has been accepted by you it will not be visible to any other volunteer.
      3. Update your accepted requests as soon as their status changes in the ‘My Requests’ area of your profile.
      4. Keep an eye on the due date for your accepted requests. If you’re unable to complete a request in time let the person who requested the help know or release the request for another volunteer to pick up.
      5. Keep everyone informed. Use the contact details provided to let people know you’ve picked up their request, share any updates and confirm when the task is complete.
      6. Be mindful of requests made on someone else’s behalf. Let the help recipient know someone requested the help on their behalf and check what they need. Make sure to keep the requester informed and let them know how it went.
      7. Offer your time and skills for free. If you have purchased something on someone else’s behalf, or incurred costs for materials or postage, you can ask for that money back, but you cannot ask for payment for your time, skills or other expenses. If you are accepting a request on behalf of a partner organisation, for example a charity organising their activities through HelpMyStreet, you must follow their processes for taking payments and reclaiming expenses.
      8. Handle financial transactions appropriately:
        1. Try to find alternative ways of helping without paying for things on someone else’s behalf. For example, using ‘click and collect’ services paid for by help recipient, or using a pre-paid / volunteer gift card.
        2. Only make a purchase on someone else’s behalf if you’ve agreed it with them first and you’re happy to do so. It’s a good idea to agree a budget (including a budget per item if necessary) and how they will pay you back before you spend any money.
        3. When requesting payment for purchases made on someone else’s behalf you should ask promptly and politely and supply a copy of the receipt where possible. Let them know how much they owe, what it was for and how they can pay you back. Always keep a copy of the receipt for your records (e.g. take a photo).
        4. Never ask for money up front.
        5. Never ask for credit or debit card numbers or access to people’s bank accounts.
  6. Terms applicable to people requesting help for themselves or on someone else’s behalf
    1. People requesting help must:
      1. Only share information which is relevant to the help request and that you’re comfortable sharing with someone you don’t yet know well.
      2. Talk to your volunteer about any costs they may incur - e.g. the cost of your shopping if they need to buy it on your behalf – and agree how and when you can pay them back.
      3. Be respectful of our community volunteers at all times. If you have your volunteers contact details, only contact them about the request they’re helping / have helped with unless you have consent to contact them about anything else.
      4. Not rely on our site for support; we will do our best to find a local volunteer when you need them, but sometimes this may not be possible. For additional support in your community you can contact your local council.
    2. People requesting help for others must
      1. Make all reasonable attempts to get the help recipient’s consent before submitting a request and sharing personal details through our site.
  7. Accessing our website
    1. Access to our website is permitted on a temporary basis and we reserve the right to withdraw or amend the website and its content and functions without notice.
    2. We reserve the right to cancel user accounts and/or refuse access to logged-in areas at any time without notice. We shall not be liable for any loss or damages arising from a registered user's inability to access any pages or content on the site.
  8. Our content
    1. Information, images, comments, and other content displayed on our website are not intended as advice and should not be relied upon as such.
    2. Views and opinions expressed on our website or in our communications which have been submitted by registered users are those of the individual, not the views or opinions of our organisation. We accept no responsibility for the content of such posts.
    3. If you find any content on the website or in our communications to be in any way offensive, obscene, defamatory, racist, harmful, inaccurate, unlawful, or deceptive please notify us immediately by emailing contact@factor-50.co.uk.
  9. Your content
    1. All content submitted by you, including but not limited to, your name, biographical information, likenesses, graphics, logos, text, comments, messages, images, and photographs shall be referred to as “your content” for short.
    2. Your content posted on our website remains your property. However, by posting on our website you grant us permission to use your content in any media without restriction for as long as we hold your content.
    3. Publication of your content will be at our sole discretion and we are entitled to make additions or deletions to any such materials prior to publication, after publication or to refuse publications.
    4. Your content must:
      1. Be accurate and in no way misleading or deceptive.
      2. Be in no way offensive, obscene, defamatory, racist, harmful, or unlawful.
      3. Comply with all of our Terms and Conditions.
    5. Your content must NOT:
      1. Contain any unsolicited or unauthorised advertising, promotional materials, junk mail, spam, chain letters, pyramid schemes or other forms of solicitation or advertisement commercial or otherwise.
      2. Infringe the rights of any other person or entity.
      3. Contain any personal information relating to any persons under 18.
      4. Be likely to disrupt our service in any way, including containing any malicious code, such as viruses, worms, Trojan horses or other potentially harmful programs or material.
  10. Linkinbg to our website
    1. You may link to any page of the website for non-commercial purposes provided that you do so in a way that is fair and legal and which does not damage our reputation or take advantage of it. For the avoidance of doubt, the linking site must not contain any adult or illegal material or any material that is offensive, harassing or otherwise objectionable in our opinion.
    2. You must not link to our website in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
    3. You must not remove or obscure any important information published on our website. Our website must not be framed on any other site without our written consent.
    4. If you would like to link to our site for commercial purposes or any purpose not included above, please contact us by emailing contact@factor-50.co.uk.
    5. We reserve the right to withdraw linking permission at any time and without notice.
  11. Third party sites and content
    1. Our website and communications may contain links to third party websites. We are not responsible for the content, accuracy or opinions expressed in such websites. Links do not imply that we are, or our website is, affiliated to or associated with such sites.
    2. Your browsing and interaction on another website, including websites which have a link to our website, is subject to that website's own rules and policies. Please read those rules and policies before proceeding.
    3. Our communications with you may contain information sourced from third-party websites. Information from a third-party site will be clearly marked and a link to the source website will be provided. We accept no responsibility or liability for any information supplied by or contained on any third-party website which is linked from our communications with you.
  12. Our liability
    1. We do not accept liability for any failure to maintain our website and/or late or failed delivery of any communications.
    2. Our site and communications may contain inaccuracies and typographical errors. We do not warrant the accuracy or completeness of our site and communications.
    3. Our site may contain inaccurate information about help requests, people in need of help and community volunteers. We do not accept any liability for such inaccuracies and we do not warrant that all such content is genuine, accurate and complete.
    4. We shall not be liable for any loss caused as a result of your actions or inactions based on the content available on our website. However, nothing in these terms and conditions shall affect your statutory rights, and nothing in these Terms and conditions shall exclude our liability for:
      1. death or personal injury arising through negligence;
      2. fraudulent misrepresentation; and/or
      3. anything else that cannot be excluded or limited by us under English law.
  13. Privay and your personal data
    1. The privacy of your personal data is important to us. Please see our Privacy Policy for details of how we will process your personal data.
  14. Contact Us
    1. If you have any concerns or queries about content which appears on our website, your use of this website or these terms and conditions please contact us by emailing contact@factor-50.co.uk.
  15. COVID-19
    1. All users must ensure they adhere to the latest government and public health advice at all times.
    2. Where possible, avoid exchanging cash when purchasing goods on someone else’s behalf. More information on alternative payment methods can be found on our Questions page.
    3. Always keep a safe distance, wash your hands regularly and wear a face covering if appropriate.
    4. Be aware of the symptoms of coronavirus (COVID-19) and what to do if you or anyone in your household has symptoms by keeping up to date with the latest government advice. If you’re self-isolating because of symptoms or exposure to the virus you can still offer phone-based support, but please do not offer support in your community including posting anything out of your home.