Terms of Service

Last updated October 11, 2026

Safety first

Please read these before your first call:

Never share private information. No passwords, codes, bank or card details, Social Security or Medicare numbers, and no money. A real Helper will never ask for them.
Not for emergencies. Call a Grandkid cannot send help. In an emergency, call 911.
Not for medical, legal or money decisions. Helpers give everyday tech help only. Contact your doctor, lawyer or bank directly for those.
Calls are recorded for everyone's safety, and only our managers can listen to them.
You can hang up at any time. If anything feels wrong, hang up and tell us.

1. About the service and agreeing to these terms

Call a Grandkid connects older adults who want help with technology ("Callers") with volunteers who give that help by voice or video call ("Helpers"). The service is run by Call A Grandkid ("we," "us").

By using the Call a Grandkid app or website (the "Service"), you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

By using the Service, you also:

Consent to every call you place or answer being recorded, as described in section 4
Agree that disputes will be resolved by individual arbitration unless you opt out, as described in section 14
Confirm that you are at least 18 years old

Helpers are volunteers. They are not our employees, agents or professional technicians, and we do not guarantee that any problem will be solved.

2. Who can use the Service

Callers must be at least 18 years old. Callers do not create an account and are not asked for their name or phone number.

Helpers must:

Be at least 18 years old.
Give accurate account information and keep their password private.
Complete any screening, identity check or training we require.

We may refuse, suspend or close any Helper account at our discretion, including during screening.

3. How calls work

Anonymous callers. Helpers are never shown a Caller's name, phone number or other identifying details. Helpers must not ask Callers for them.
Routing. A call rings available Helpers one at a time. A Helper may answer or pass. Unanswered calls move to the next available Helper.
Video. Calls start as voice only. A Helper may turn on video for both people. When video is on, the Caller's camera turns on and the Caller is shown a notice. A Caller may hang up at any time.
Callbacks. If a call ends without the Caller hanging up, the Helper may call that Caller back through the app for up to 10 minutes. Callbacks only reach a Caller whose app is still open. If the Caller hung up, no callback is offered.
Availability. Helpers are volunteers, so we cannot promise that someone will answer every call or answer within any set time. The Service is not available for emergencies. In an emergency, call 911.

Every call is recorded. By placing, answering or continuing a call, Callers and Helpers each consent to the call being recorded. The app tells both people that calls are recorded before and during each call. If you do not consent, do not use the Service.

We record call audio for safety, quality, training and to investigate reports. Video is not recorded.
Recordings and call logs can be accessed only by Call A Grandkid's owners and authorized managers. Helpers cannot access recordings, including recordings of their own calls.
We keep recordings for 90 days, then delete them, unless a recording is tied to a safety report, a dispute or a legal requirement.
We may share a recording with law enforcement if we believe in good faith that the law requires it or that someone is at risk of harm.

See our Privacy Policy for more about recordings.

5. Helper code of conduct

Helpers agree to treat every Caller with patience and respect, and to follow these rules on every call:

Never ask for or accept sensitive information. This includes passwords, PINs, verification codes, bank or card details, Social Security numbers and Medicare numbers. If a Caller starts to share one, stop them.
Never ask for money, gifts or payment of any kind, and never ask a Caller to buy gift cards, cryptocurrency or anything else.
Never ask a Caller to install remote-access software or give you control of their device.
Never try to identify, locate or contact a Caller outside the Service, and never share anything about a call publicly.
Never record, screenshot or stream a call yourself.
Stay within everyday tech help. Do not give medical, legal, financial or investment advice.
Help spot scams. If a Caller mentions a suspicious message, call or request for money, help them recognize it and suggest they contact their bank or a trusted family member.
Report concerns. If you believe a Caller is in danger or being exploited, end the call politely if needed and report it to us right away using the in-app tools or [email protected].

Breaking these rules can lead to immediate removal from the Service and, where appropriate, a report to law enforcement.

6. Caller responsibilities and no professional advice

Protect your private information. Never give a Helper your passwords, codes, bank details or any money. A real Call a Grandkid Helper will never ask for them. If one does, hang up and tell us.
You stay in control of your device. Helpers only explain steps. You decide what to tap, install or change, and you are responsible for those choices.
Back up what matters. Some fixes can change settings or remove data. Helpers are volunteers, not professional technicians.
Not professional advice. Help given on a call is general, informal guidance. It is not professional technical, medical, legal or financial advice.

7. Prohibited conduct

No one may use the Service to:

Harass, threaten, deceive, exploit or abuse anyone
Commit fraud or any other illegal act, or help someone else do so
Share sexual, violent, hateful or otherwise inappropriate content
Pretend to be someone else, or create more than one Helper account
Fake calls, ratings or activity, or tamper with the leaderboard, call records or any part of the Service
Interfere with, copy, reverse-engineer or overload the Service, or access data you are not authorized to see

8. Ratings, leaderboard and rewards

After a call, Callers may rate their Helper from 1 to 5 stars. Ratings are anonymous to Helpers.
Helpers' first names, call counts, minutes and average ratings appear on a leaderboard visible to all Helpers.
We may offer prizes or recognition to Helpers. Any reward program has its own official rules, which will be published before it starts. Winners are decided from our verified records, not the leaderboard display alone.
We may remove ratings or leaderboard entries we believe are fake or manipulated, and disqualify anyone involved.
Helpers are users, not staff. Helpers use the Service by choice and are not employees, contractors or agents of Call A Grandkid. Helpers are not paid, and any prize or recognition is a thank-you, not compensation.

9. Reporting problems, suspension and termination

If anything on a call made you uncomfortable, tell us using the in-app tools or at [email protected]. Family members may report on a Caller's behalf. We review reports and the related recording, and may contact the people involved.

We may suspend or permanently remove any Helper, or block any device, at any time and without notice if we believe these Terms were broken or someone's safety is at risk. Helpers may stop volunteering and ask us to close their account at any time. Sections 4, 6, 10, 12, 14 and 16 continue to apply after an account is closed.

10. Disclaimers, limitation of liability and indemnity

Disclaimer. The Service is provided "as is" and "as available." To the fullest extent the law allows, we disclaim all warranties, express or implied, including fitness for a particular purpose. We do not guarantee that calls will connect, that help will be accurate, or that the Service will be uninterrupted or error-free.

Helpers' advice. We are not responsible for advice or actions of Helpers or Callers, or for any loss of data, device damage or other harm resulting from steps taken during a call, except where the law does not allow us to exclude this.

Limitation of liability. To the fullest extent the law allows, Call A Grandkid and its directors, staff and volunteers will not be liable for indirect, incidental, special or consequential damages. Our total liability for any claim relating to the Service is limited to the greater of $100 or the amount you paid us in the 12 months before the claim. Some places do not allow these limits, so they may not apply to you.

Indemnity. Helpers agree to defend and hold harmless Call A Grandkid from claims arising from the Helper's breach of these Terms or misconduct on a call.

Disputes between users. If you have a disagreement with another Caller or Helper, it is between the two of you. To the fullest extent the law allows, you release Call A Grandkid and its owners, staff and agents from claims arising from that disagreement. We may still review the call and act under these Terms.

Not an emergency or medical service. The Service has not been designed, tested or approved for emergencies, medical care or other high-risk uses, and you agree not to use it that way.

11. Your account and other users

Account security. Helpers are responsible for keeping their login private and for everything done through their account. Tell us right away at [email protected] if you think someone else has used it.
One person, one account. Accounts cannot be shared, and no one may keep more than one Helper account.
Dealing with other users. You are responsible for how you treat other people on the Service. We are not responsible for what another user says or does, though we may step in, review recordings and take action when we learn of a problem.
Phone and data charges. You are responsible for any internet, data or phone charges from your provider when you use the app.

12. Ownership and licenses

The app is ours. Call A Grandkid owns the Service, including the app, its design, name, logo and content. We give you a personal, limited, revocable permission to use the app for its intended purpose. You may not copy, sell, resell or use the Service commercially without our written permission.
Call recordings and records. Recordings, call records and ratings are kept by Call A Grandkid. You give us permission to record, store, review and use them only for the purposes in our Privacy Policy: safety, quality, Helper training, investigating reports and meeting legal obligations. We will not use recordings in advertising or marketing, or sell them, without your separate written permission.
Helpers' rights in recordings. To the extent a Helper has any ownership or publicity rights in a call recording, the Helper grants Call A Grandkid a free, worldwide license to use it for the purposes above, and agrees not to object to those uses.
Feedback. If you send us ideas or suggestions, we may use them to improve the Service without paying or crediting you.

13. Our rights to change or stop the Service

We may, at any time and with or without notice:

Change, pause or end any part of the Service, including for maintenance or repairs
Refuse or end anyone's access to the Service
Remove or block content, ratings or accounts that we believe break these Terms

The Service also depends on your device, your internet connection and other companies' networks, which we do not control. We are not responsible when those fail.

14. Disputes

Please read this section carefully. It requires most disputes to be resolved by individual arbitration instead of a court or jury trial, and it waives class actions. You can opt out within 30 days, as explained below.

Talk to us first. Before bringing any claim, email [email protected] with your name, how to reach you and a short description of the problem. We will have 60 days to try to resolve it informally.

Arbitration. If we cannot resolve it within 60 days, you and Call A Grandkid agree to settle the claim by binding arbitration through the American Arbitration Association under its Consumer Arbitration Rules. Hearings will take place in Chester County, Pennsylvania, or by phone or video if you prefer. Either of us may instead bring an individual claim in small claims court if it qualifies.

No class actions or jury trials. Claims must be brought individually, not as part of a class, collective or representative action, and you and Call A Grandkid each give up the right to a jury trial.

Your right to opt out. You can opt out of arbitration and the class action and jury waiver by emailing [email protected] with the subject "Arbitration Opt Out" within 30 days of first using the Service. Include your name, how to reach you and a clear statement that you are opting out. If you opt out, disputes go to the courts described in section 16.

15. Apple and Google app store terms

If you downloaded the app from Apple's App Store:

These Terms are between you and Call A Grandkid only, not Apple. Apple is not responsible for the app or its content.
Your use of the app must follow Apple's own usage rules.
Apple has no duty to provide maintenance or support for the app.
If the app fails to meet any warranty that applies, you may notify Apple, and Apple will refund the purchase price, if any. Apple has no other warranty obligation for the app.
Call A Grandkid, not Apple, is responsible for handling any claims about the app, including product liability claims, claims that the app breaks a law or regulation, consumer protection claims, and claims that the app infringes someone's intellectual property.
Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

If you downloaded the app from Google Play: these Terms are between you and Call A Grandkid only, not Google. Your use must follow the Google Play Terms of Service, Google has no responsibility for the app, and Google is a third-party beneficiary of these Terms.

16. General terms

Governing law. These Terms are governed by the laws of the Commonwealth of Pennsylvania, without regard to its conflict-of-law rules. Any dispute not sent to arbitration will be heard in the state or federal courts located in Chester County, Pennsylvania.
Changes to these Terms. We may update these Terms. If a change is significant, we will show a notice in the app, and email Helpers, before it takes effect. Continuing to use the Service after that means you accept the updated Terms.
United States only. The Service is run from and intended for use in the United States.
Entire agreement. These Terms, our Privacy Policy and any reward program rules are the whole agreement between you and us about the Service.
If part of these Terms is invalid, the rest still applies.
No waiver. If we wait to enforce a right, we have not given it up.
Assignment. You may not transfer your rights under these Terms. We may transfer ours, for example if Call A Grandkid is sold or merged.
Events beyond our control. Neither of us is responsible for delays or failures caused by things outside reasonable control, such as power or internet outages, natural disasters or government action.

17. Contact

Call A Grandkid, 429 Wheeler Blvd, Oxford, PA 19363, [email protected]