Terms of Use — Consumer Service

PLEASE READ CAREFULLY. THESE TERMS CONTAIN A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER (SECTION 10) WHICH GOVERNS HOW DISAGREEMENTS AND CLAIMS BETWEEN YOU AND PAPA CAN BE RESOLVED. IT AFFECTS YOUR LEGAL RIGHTS UNLESS YOU OPT-OUT AS DETAILED IN SECTION 10(h).

1. What Papa is, and what it isn’t

Papa, Inc. (“Papa,” “we,” “us,” or “our”) runs a platform at get.papa.com that connects older adults and families with independently contracted Papa Pals who provide companion care and everyday support - things like rides to appointments, errands, friendly check-ins, help with phones or Wi-Fi, light tasks around the house, and more. You pay for the time you use. That’s it.

Papa is not a healthcare company, home health agency, or medical provider. Papa Pals are not licensed healthcare professionals and cannot provide medical advice, diagnoses, clinical assessments, skilled nursing, or any healthcare services. If you have a medical emergency, call 911.

This is a direct-pay, out-of-pocket service. No health plan. No insurance billing. No employer benefit required. Just Papa Pals showing up for the people who need them.

2. Your agreement with us and electronic acceptance

These Terms of Use (“Terms”) are a legally binding agreement between you and Papa, Inc. (“Papa,” “we,” “us,” or “our”).

By selecting the checkbox presented during registration, creating an account, or otherwise completing Papa’s electronic acceptance process, you are providing your electronic signature and agreeing to be bound by: (1) these Terms; and (2) the Arbitration Agreement and Class Action Waiver contained in Section 10.

You also acknowledge that you have received and reviewed Papa’s Privacy Policy, available at papa.com/privacy-policy. The Privacy Policy is a separate notice and is not incorporated into or made part of these Terms. Nothing in these Terms restricts Papa’s ability to update the Privacy Policy as described in that policy.

Your electronic acceptance has the same legal effect as a handwritten signature. If you do not agree to these Terms, you may not create an account or access or use the Services.

If you are creating an account or arranging Services on behalf of another person, such as a parent or loved one, you represent that you have the legal authority to accept these Terms on that person’s behalf. You and the care recipient will each be bound by these Terms to the extent applicable.

3. Papa Pals are independent contractors

Papa Pals are independent contractors and are not Papa employees, agents, or representatives. Papa operates as a platform that connects you with Papa Pals. We do not direct or control how a Papa Pal performs services during a visit, except to require compliance with Papa’s standards and applicable law.

Every Papa Pal goes through screening that includes identity verification, background checks, and motor vehicle record checks for visits involving transportation. That screening reflects our commitment to safety. It does not create an employment relationship or guarantee any specific outcome on any individual visit.

Papa is not liable for the independent actions, omissions, or negligence of Papa Pals except as expressly provided in these Terms or required by applicable law.

4. Eligibility and your account

Who can sign up

You must be at least 18 years old to create an account. By signing up, you represent that you meet this requirement and that all information you provide is accurate and complete. You are responsible for keeping your account information current.

Service is currently available in Florida, with more states coming soon. When you add a care recipient, we check their address to determine whether service is active in their area. You can sign up from anywhere availability is determined by where your care recipient lives.

Account security

Your account is tied to your phone number. You are responsible for all activity that occurs under your account. If you believe your account has been accessed without your authorization, contact us right away at support@papa.com.

One account per person

You may not create more than one account. You may not transfer your account to anyone else. You may add multiple care recipients to a single account.

5. The Services

Through get.papa.com, you can: sign up and manage your account; add care recipients; manage your payment method; view scheduled and past visits; see which Papa Pal is assigned to you; and contact Papa’s support team. We call all of this the “Services.”

The Services are available subject to Papa Pal availability in your area. Papa does not guarantee that a Papa Pal will be available at any particular time. We may modify, suspend, or discontinue any part of the Services at any time with reasonable notice.

In the current phase, visits are scheduled by Papa’s team after you sign up. Self-serve scheduling is coming soon.

6. Scheduling and cancellations

Scheduling

After you sign up, our team will reach out to schedule your first visit. For future visits, you can schedule through the platform or by contacting our team. Visit availability depends on Papa Pal availability in your area.

Cancellations

We ask for at least 24 hours’ notice if you need to cancel a scheduled visit. Late cancellations or no-shows may result in a cancellation fee of up to one hour of service time ($30). Repeated late cancellations may affect your ability to schedule future visits.

Your conduct during visits

You agree to treat Papa Pals with respect and dignity. You agree not to:

• Ask a Papa Pal to perform medical, clinical, nursing, or other licensed professional services
• Request services that violate Papa’s standards or applicable law
• Engage in discriminatory, harassing, abusive, or threatening conduct
• Solicit a Papa Pal to provide services outside of the Papa platform
• Allow anyone other than the listed care recipient to receive services during a visit without Papa’s prior written consent

Papa reserves the right to suspend or terminate your account if your conduct violates these Terms or poses a safety risk to a Papa Pal.

Emergency situations

Papa Pals are not emergency responders. If you or your care recipient is in immediate danger, call 911. Papa Pals are instructed to call 911 on your behalf if they believe someone is in immediate danger during a visit.

7. Pricing and payment

Pricing

Visits are billed at $30 per hour, with a 1-hour minimum. After the first hour, time is billed by the minute. You only pay for the time your Papa Pal is actively providing services. No subscription. No commitment. No surprise fees.

$30 per hour | 1-hour minimum | By the minute after that | No subscription | No commitment

How billing works

You pay after each visit, never before. When your visit is complete, Papa emails you an invoice with a secure link to pay online by credit or debit card.

Payments are processed by Stripe, our payment processor. Your card information is entered directly with Stripe. Papa does not see or store your full card number, and your card details never touch Papa’s servers.

Payment is due within thirty (30) days. If an invoice goes unpaid, we may pause scheduling of new visits until the balance is resolved.

The first-visit promotional discount, if any, will be reflected on your invoice. Papa may change pricing with at least thirty (30) days’ advance notice to you. A price change will not apply to visits already scheduled.

Disputes and refunds

If you believe a charge is incorrect, contact us at billing@papa.com within 30 days of the charge. We will review the visit records and work with you to resolve it. Charges that are not disputed within 30 days are final.

Failed payments

If a payment fails, we will notify you and attempt to process it again. If we cannot collect payment for completed visits, Papa may suspend your account until the balance is resolved.

8. Privacy

Our Privacy Policy (available at papa.com/privacy-policy) describes how we collect, use, and protect your information. By creating an account or using the Services, you acknowledge that you have received and reviewed the Privacy Policy, which is a separate notice and is not part of these Terms.

We collect information like your name, phone number, and address of care recipients to provide and improve the Services. We do not sell your personal information to third parties for their marketing purposes.

Visit notes and recipient details you share with us are used to coordinate and improve your experience. Papa Pals may receive relevant context to help them provide the right support during visits.

9. Disclaimers and limitation of liability

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW, PAPA DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

PAPA DOES NOT WARRANT THAT: (A) THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE; (B) ANY PARTICULAR PAPA PAL WILL BE AVAILABLE OR WILL MEET YOUR EXPECTATIONS; OR (C) THE SERVICES ARE FREE OF HARMFUL COMPONENTS.

PAPA DOES NOT CONTROL, DIRECT, OR MANAGE PAPA PALS. PAPA PALS ARE NOT PAPA’S EMPLOYEES, AGENTS, OR REPRESENTATIVES. PAPA IS NOT RESPONSIBLE FOR THE INDEPENDENT ACTS OR OMISSIONS OF PAPA PALS EXCEPT AS REQUIRED BY LAW.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PAPA’S TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICES IS LIMITED TO THE GREATER OF: (A) THE AMOUNTS YOU PAID PAPA IN THE 90 DAYS BEFORE THE CLAIM AROSE, OR (B) $100.

PAPA IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOST DATA, PERSONAL INJURY, OR PROPERTY DAMAGE, EVEN IF PAPA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THESE LIMITATIONS — WHERE PROHIBITED, PAPA’S LIABILITY IS LIMITED TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.

10. Arbitration agreement

THIS SECTION AFFECTS YOUR LEGAL RIGHTS. IT REQUIRES YOU TO RESOLVE DISPUTES WITH PAPA ON AN INDIVIDUAL BASIS THROUGH BINDING ARBITRATION RATHER THAN THROUGH COURT. YOU AND PAPA ARE EACH WAIVING THE RIGHT TO A JURY TRIAL AND THE RIGHT TO BRING OR PARTICIPATE IN A CLASS ACTION.

(a) Informal resolution first

Before either party may initiate arbitration, the disputing party must send written notice to the other describing the claim in reasonable detail. Send notices to Papa at: Papa, Inc., Attn: Legal Department, legal@papa.com. Papa will send notices to the email or phone on file with your account.

The parties agree to make a good-faith effort to resolve the dispute informally within 60 days of the notice. The statute of limitations is tolled during this period. If the dispute is not resolved within 60 days, either party may initiate arbitration as provided below.

(b) Agreement to arbitrate

Except as provided in Section 10(g) below, you and Papa agree that any dispute, claim, or controversy arising out of or relating to: (i) these Terms; (ii) your use of the Services; (iii) any visit or interaction with a Papa Pal; or (iv) Papa’s privacy practices, will be resolved exclusively through final and binding individual arbitration, rather than in court. This agreement to arbitrate applies regardless of whether the claim arose before or after you agreed to these Terms, and regardless of whether you are still using the Services.

You understand that by agreeing to these Terms, you and Papa are each waiving the right to a trial by jury and the right to participate in a class action.

(c) Rules and administrator

Arbitration will be administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules in effect at the time of the claim (available at adr.org or by calling 1-800-778-7879), as modified by these Terms. If AAA is unable or unwilling to administer the arbitration, the parties will meet and confer to select a neutral arbitration administrator.

The arbitration will be conducted by a single neutral arbitrator. The arbitrator must be a retired judge or an attorney licensed in the state where the arbitration is conducted. The arbitrator has exclusive authority to resolve disputes about the interpretation, applicability, or formation of this Arbitration Agreement — except as provided in Section 10(e) regarding class and mass action waivers.

(d) Location and process

If you reside in the United States, arbitration will be conducted in the county where you reside or, at your election, by telephone or videoconference. The Federal Arbitration Act (9 U.S.C. §§ 1 et seq.) governs this agreement to arbitrate and any proceedings thereunder. All applicable statutes of limitations apply to arbitration proceedings.

(e) Class action and mass action waiver

YOU AND PAPA EACH AGREE THAT DISPUTES WILL BE RESOLVED ONLY ON AN INDIVIDUAL BASIS. YOU WAIVE THE RIGHT TO BRING OR PARTICIPATE IN ANY CLASS, COLLECTIVE, REPRESENTATIVE, OR MASS ACTION AGAINST PAPA, WHETHER IN ARBITRATION OR IN COURT. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS AND MAY NOT PRESIDE OVER ANY CLASS, COLLECTIVE, REPRESENTATIVE, OR MASS PROCEEDING.

If a court finds the class action waiver unenforceable as to a particular claim, that claim must proceed in court (not arbitration), but the waiver remains in effect for all other claims. The Arbitration Agreement otherwise remains in full force.

(f) Fees

Filing, administrative, and arbitrator fees are governed by AAA’s Consumer Arbitration Rules. For claims you bring against Papa: Papa will pay all AAA filing and administrative fees for claims where the demand does not exceed $75,000, unless the arbitrator determines your claim is frivolous. For claims that exceed $75,000, AAA’s fee-allocation rules apply. If Papa initiates arbitration against you, Papa pays all filing and administrative fees.

(g) Exceptions — claims that may go to court

The Arbitration Agreement does not apply to:

• Individual claims filed in small claims court, so long as the case stays in small claims court
• Claims for injunctive or other equitable relief to protect intellectual property rights (copyrights, patents, trademarks, trade secrets)
• Individual claims arising from sexual assault or sexual harassment occurring during a visit
• Any claim that a court of competent jurisdiction determines is non-arbitrable under applicable law

These claims may proceed in a court of competent jurisdiction, but only on an individual basis — not as a class, collective, or representative action.

(h) Your right to opt out

You may opt out of this Arbitration Agreement by sending written notice to legal@papa.com within 30 days of the date you first agreed to these Terms. Your notice must include your name, phone number associated with your account, and a clear statement that you are opting out of arbitration. Opting out does not affect your right to use the Services, and you may opt out of arbitration without opting out of any other part of these Terms.

(i) Governing law for arbitration

The Federal Arbitration Act governs this Arbitration Agreement. For the merits of any claim, the laws of the state in which the dispute arose apply, without regard to conflict-of-law principles.

(j) Severability

If any part of this Arbitration Agreement (other than the class action waiver) is found unenforceable, that part is severed and the remaining provisions of the Arbitration Agreement continue in full force. If the class action waiver is found unenforceable, the entire Arbitration Agreement is void as to that claim only, and that claim proceeds in court.

11. Indemnification

You agree to defend, indemnify, and hold harmless Papa and its officers, directors, employees, and agents from and against any claims, losses, liabilities, damages, costs, and expenses (including reasonable attorneys’ fees) arising from: (a) your use of the Services; (b) your violation of these Terms; (c) your violation of any third party’s rights, including any Papa Pal; or (d) any false or misleading information you provide to Papa.

12. Intellectual property

The Services and all related content, features, and functionality — including the Papa name, logo, and brand — are owned by Papa or its licensors and are protected by applicable intellectual property laws. Papa grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Services for your personal, non-commercial use. All other rights are reserved.

You may not copy, modify, distribute, sell, or create derivative works from any part of the Services without Papa’s prior written consent.

13. Termination

You may close your account at any time by contacting support@papa.com. Closing your account does not relieve you of any obligation to pay for visits already completed.

Papa may suspend or terminate your account or access to the Services at any time if: (a) you violate these Terms; (b) your conduct poses a safety risk to a Papa Pal or another person; (c) you fail to pay for completed visits; or (d) Papa discontinues the Services in your area.

Sections 7 (Pricing and payment), 9 (Disclaimers), 10 (Arbitration), 11 (Indemnification), and 14 (General provisions) survive termination.

14. General provisions

Entire agreement

These Terms constitute the entire agreement between you and Papa regarding the Services and supersede all prior agreements or understandings concerning the same subject matter. Papa’s Privacy Policy is a separate notice and is not part of these Terms.

Governing law

These Terms are governed by the laws of the state in which your dispute arises, without regard to conflict-of-law principles, except that the Arbitration Agreement in Section 10 is governed by the Federal Arbitration Act.

Assignment

You may not assign these Terms or your account without Papa’s prior written consent. Papa may assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets, with notice to you.

Severability

If any provision of these Terms (other than as provided in Section 10(j)) is held invalid or unenforceable, that provision is modified to the minimum extent needed to make it enforceable, and all other provisions remain in full force.

No waiver

Papa’s failure to enforce any right or provision of these Terms is not a waiver of that right or provision.

Notices

Legal notices to Papa should be sent to: Papa, Inc., Attn: Legal Department, legal@papa.com. Papa will send notices to the phone number or email address on file with your account.

Accessibility

We are committed to making get.papa.com accessible to everyone. If you need help accessing any part of the Services, contact us at support@papa.com or call 1 (855) 801-2549.