Terms of Service

2. What Support Captains is — and isn't

Support Captains is a coordination and record-keeping tool for families. We are not a health-care provider, medical/nursing/legal/financial advisor, care agency, emergency service, or substitute decision-maker. Guides, templates, reminders, reports, and summaries are general information only and are not professional advice. In an emergency, call 911. For BC health advice, call 811. For legal authority questions (representation agreements, powers of attorney, guardianship, incapacity), consult a qualified lawyer or notary.

What we are, in regulatory terms. Support Captains is a private-sector organization subject to British Columbia's PIPA and Canada's PIPEDA. We are not a designated Health Information Bank under BC's E-Health (Personal Health Information Access and Protection of Privacy) Act, not a public body under BC's Freedom of Information and Protection of Privacy Act (FOIPPA), and not a health-information custodian. We do not connect to provincial clinical systems (such as CareConnect or PharmaNet). The information in your circle is what you and your circle choose to record here, under your consent or authority (§5).

3. Eligibility, accounts, and electronic acceptance

You must be 19+ (the age of majority in BC) to hold an Account. You are responsible for your Account, your credentials, and — for magic-link access — for the risk that anyone holding the link may reach the Circle. You accept these Terms by an affirmative act (e.g., checking an unchecked box and selecting "Create account"). We record the version accepted, a timestamp, and your account identity. The Privacy Policy is incorporated into these Terms by reference.

4. Circles, roles, and authority

A Circle centres on one Care Recipient. Roles (Captain, Member, Helper) determine access. The Captain manages the Circle, sets permissions, and is responsible for ensuring proper consent or authority exists for the Care Recipient's information (§5).

5. Consent & authority (important — read this)

By entering another person's personal, health, or legal information, you represent and warrant that you have lawful authority to do so. Specifically:

• If the Care Recipient is capable of consenting, you must obtain their informed consent before entering or sharing their information.
• If the Care Recipient is not capable, you must hold valid legal authority (e.g., a BC Representation Agreement under s.7 or s.9, committee, or guardianship). A family relationship alone is not authority. An enduring Power of Attorney generally covers financial affairs, not health/personal care, and is not by itself authority over health information.

We do not verify your authority. You are solely responsible for it. We may ask you to provide evidence of authority and may suspend or remove access if we reasonably believe information has been entered or shared without proper authority. Consent and authorization are handled through our Consent & Authorization process and may be withdrawn as described there and in the Privacy Policy. You agree to indemnify us (§13) for claims arising from your unauthorized entry or sharing of another person's information.

6. Your content and licence

You keep ownership of your User Content. You grant us a limited, revocable licence to host, store, and process it solely to provide the Service. We claim no other rights to it, and we do not use it to train third-party AI models.

7. The Zero-Knowledge Vault

Vault documents are encrypted with a passphrase only you hold. We cannot read, index, restore, decrypt, or recover Vault contents. If you lose the passphrase or authorized access, that data is permanently unrecoverable. Because we cannot see Vault contents, our ability to respond to access, correction, legal, support, or security requests about them is limited to account-level metadata. You are responsible for maintaining access and for ensuring anyone you authorize is entitled to it.

8. Care Team Reports and sharing

Features like the Care Team Report let you deliberately share a summary, including via a time-limited link. Sharing is a disclosure: anyone who receives a link can view what's included until it expires or you revoke it, and a recipient may copy, screenshot, or forward it. You control if, when, with whom, and what fields you share; Vault documents are excluded unless you separately select them. You are responsible for who you send links to.

9. Acceptable use

Don't use the Service unlawfully; to store or share information you're not authorized to hold; for surveillance, coercion, or harassment; to infringe others' rights; or to attempt to breach security or access data that isn't yours.

10. Third-party services

The Service relies on third-party providers (hosting, authentication, email, payments, and messaging). Your use may also be subject to their terms. We are not responsible for third-party services outside our control, except as required by law.

11. Availability & no guarantee of outcomes

We work to keep the Service available but do not guarantee it will be uninterrupted or error-free. Support Captains helps coordinate care; it does not guarantee that any task, reminder, report, or care is completed. Care remains the responsibility of you and your Circle.

12. Warranties & limitation of liability (BC consumer-law aware)

To the maximum extent permitted by applicable law, the Service is provided on an "as is" and "as available" basis, and we disclaim implied warranties. To the maximum extent permitted by applicable law, our total aggregate liability for claims arising out of or relating to the Service is limited to the greater of (a) CAD $100 and (b) the fees you paid us in the 12 months before the claim, and we are not liable for indirect, incidental, consequential, special, punitive, or lost-profit damages.

Nothing in these Terms limits or excludes anything that cannot be limited or excluded under applicable law, including your rights under British Columbia consumer-protection and privacy legislation, or liability for fraud, wilful misconduct, gross negligence, or death or personal injury caused by our negligence. For BC consumers, nothing in these Terms requires mandatory arbitration, prohibits participation in a class proceeding, or waives non-waivable statutory protections.

13. Indemnity

To the extent permitted by law, you agree to indemnify and hold us harmless from claims arising from your unauthorized entry, use, or sharing of another person's information, your breach of these Terms, or your unlawful use of the Service.

14. Intellectual property & feedback

The Service, its software, and its brand are owned by us or our licensors. If you send feedback, you grant us a non-exclusive, royalty-free licence to use it to improve the Service.

15. Paid plans

The Service offers a Free plan and a paid Family plan. The Family plan is available at $99/year or $12/month, billed in advance through our payment provider, Stripe. Subscription details — including renewal, cancellation, and refund terms — are presented at checkout and on our pricing page. BC distance-sales and subscription-cancellation rules apply.

16. Suspension, termination & data deletion

You may stop using the Service and request deletion at any time. We may suspend or terminate access for breach of these Terms or where authority is unclear (§5). On deletion, we remove your data per the retention schedule in the Privacy Policy (currently 30 days for Circle deletion), except where law requires retention or where data is irretrievable (e.g., lost-passphrase Vault content, or copies already shared).

17. Changes to these Terms

We may update these Terms. We'll post the new version and date and, for material changes, provide notice and (where required) obtain fresh acceptance.

18. Governing law & venue

These Terms are governed by the laws of British Columbia and the federal laws of Canada applying there. Subject to any non-waivable consumer protections, disputes are subject to the courts of British Columbia.

19. General

Assignment: you may not assign these Terms; we may assign them (e.g., on a sale of the business), subject to the Privacy Policy. Force majeure: neither party is liable for delays beyond reasonable control. Severability: if a term is unenforceable, the rest stays in effect. Waiver: not enforcing a term isn't a waiver. Notices: we may notify you in-app or by email; reach us at the contact below. Survival: §§5–14, 16, 18 survive termination. Entire agreement: these Terms and the Privacy Policy are the entire agreement between us about the Service.

20. Contact

Questions or privacy requests: Privacy Officer, Support Captains — privacy@supportcaptains.com, British Columbia, Canada.