Client Terms and Conditions

These Client Terms and Conditions (the "Agreement") are between Casa Soleil, a trade name of Northbound Digital LLC ("Casa Soleil," "we," or "us"), and the client who accepts this Agreement (the "Client" or "you").

This Agreement covers all Casa Soleil services, including E-Concierge memberships, Soleil Steward and Soleil Premier memberships, In-Person Concierge, Bespoke Concierge, and Soleil Private engagements (the "Services"). Your selected membership or engagement, its price, and any agreed scope are set out in your Service Order or checkout confirmation, which forms part of this Agreement.

If this Agreement conflicts with a Service Order, this Agreement controls unless the Service Order expressly states otherwise and is signed by both parties.

Casa Soleil is a private lifestyle concierge and household stewardship service. We provide nonmedical personal-assistant services that a capable adult could perform personally but chooses to delegate for convenience, efficiency, or preference.

Depending on your membership or engagement, the Services may include:

• Appointment, reservation, and calendar scheduling
• Email, correspondence, and household administration support
• Research, recommendations, and travel and event planning
• Vendor and household coordination, including arranging and overseeing outside contractors
• Technology assistance and device setup
• Errands, shopping, and procurement on your behalf
• Home organization, household setup, and move or transition coordination
• Arranging local transportation through third-party providers
• Introductions to community activities, cultural experiences, and social occasions
• Coordinating wellness, fitness, and other activities with outside providers you select

Casa Soleil is not a Home Care Organization, home health agency, hospice, caregiver agency, or medical provider. Casa Soleil does not hold a Home Care Organization license, and Casa Soleil personnel are not registered home care aides acting in that capacity when providing the Services.

You acknowledge that California regulates home care services under the Home Care Services Consumer Protection Act, California Health and Safety Code, Division 2, Chapter 13 (Section 1796.10 and following) (the "Act"). The Act is administered by the Home Care Services Branch of the California Department of Social Services, Community Care Licensing Division.

Under Health and Safety Code Section 1796.12, "home care services" means nonmedical services and assistance provided by a registered home care aide to a client who, because of advanced age or physical or mental disability, cannot perform these services. These services can include assistance with bathing, dressing, feeding, personal hygiene and grooming, transferring, ambulation, positioning, toileting, assisting with medication the client self-administers, housekeeping, transportation, correspondence, telephone calls, shopping, and companionship.

The Act requires organizations that arrange for home care services to be licensed, and it requires home care aides to be listed on a state registry after a background check. Information about the Act, licensed Home Care Organizations, and the Home Care Aide Registry is available from the Home Care Services Branch at https://cdss.ca.gov/inforesources/community-care/home-care-services/laws-and-policies, (877) 424-5778, or HCSB@dss.ca.gov.

You acknowledge that Casa Soleil has provided this information to you before you entered into this Agreement, and that you have had the opportunity to review it.

By accepting this Agreement, you represent and confirm each of the following:

1. 1.Capacity. You are able to perform the activities described in the Act, including housekeeping, transportation, correspondence, telephone calls, shopping, and maintaining social connection, on your own or with help you arrange independently. You are not engaging Casa Soleil because advanced age or a physical or mental disability prevents you from performing them.
2. 2.Convenience. You are choosing to delegate selected tasks to Casa Soleil for convenience, efficiency, or personal preference, in the same way any adult might hire a personal assistant, errand service, or household manager.
3. 3.Independent living. You live independently and direct your own daily affairs. You do not rely on Casa Soleil for assistance with bathing, dressing, feeding, toileting, transferring, ambulation, positioning, personal hygiene, or medication.
4. 4.Decision-making. You have the legal capacity to enter into this Agreement and to make your own decisions about the Services, including which tasks to delegate and which providers to use.
5. 5.Other support. If you need or later need hands-on personal care or home care services as defined by the Act, you will obtain them from an appropriately licensed Home Care Organization, registered home care aide, home health agency, or other qualified provider, and not from Casa Soleil.

Casa Soleil relies on these representations in deciding to accept you as a client and in scoping the Services. Casa Soleil does not perform medical, functional, or cognitive assessments, and nothing in the onboarding process is a clinical evaluation.

Representative acceptance. If someone accepts this Agreement on your behalf or pays for the Services (for example, an adult child, a member of your chosen family, or an agent under a power of attorney), that person confirms that you personally meet the standards in this Section, that you have agreed to receive the Services, and that they are accepting for administrative or billing convenience only. If you are unable to make your own decisions about the Services, this Agreement is not the right arrangement and Casa Soleil will not provide Services.

Casa Soleil will not provide, and you agree not to request, any of the following:

• Hands-on personal care, including bathing, dressing, grooming, feeding, toileting, incontinence care, transferring, positioning, or help walking
• Medication reminders, administration, setup, or handling, including assistance with medication you self-administer
• Medical, nursing, clinical, therapy, nutrition, or fitness instruction services
• Supervision, monitoring, or companionship provided because you cannot safely be alone
• Driving you in a Casa Soleil vehicle or in a personal vehicle of Casa Soleil personnel
• Emergency, crisis, or safety response
• Legal, tax, investment, or financial advice
• Signing documents, contracts, or checks on your behalf, or acting as your agent under a power of attorney, trustee, conservator, or representative payee

Casa Soleil may accompany you to an appointment or outing at your request for coordination purposes, such as managing scheduling, logistics, or follow-up. Casa Soleil does not provide physical assistance, medical interpretation, or care during accompaniment. Casa Soleil may decline any request that it reasonably believes falls within the Act or outside the scope of this Agreement.

You agree to tell Casa Soleil promptly if your circumstances change so that any representation in Section 4 is no longer accurate, for example after a hospitalization, injury, illness, or change in mobility or memory.

If you notify us, or if Casa Soleil reasonably observes that you may no longer be able to perform the activities described in Section 4, Casa Soleil may do any of the following:

1. 1.Pause in-person Services, or the affected Services, while the situation is clarified.
2. 2.Narrow the Services to tasks that remain within this Agreement.
3. 3.Recommend that you or your authorized contacts consult a licensed Home Care Organization, physician, care manager, or other qualified provider. Licensed organizations can be found through the CDSS Facility Search (https://cdss.ca.gov/inforesources/Community-Care-Licensing/Facility-Search-Welcome) and registered aides through the Home Care Aide Registry (https://www.ccld.dss.ca.gov/hcsregistry/registrysearch.aspx).
4. 4.End this Agreement under Section 11, with a prorated refund of prepaid fees for Services not yet delivered.

Casa Soleil may continue coordinating with licensed providers you choose, such as scheduling their visits, as long as Casa Soleil itself does not provide home care services.

Concerns about safety. If Casa Soleil personnel reasonably believe you are in immediate danger, they will call 911. If they reasonably suspect abuse, neglect, or financial exploitation, they may contact Adult Protective Services or an emergency contact you have designated. You consent to these limited disclosures.

Each membership includes a defined monthly service capacity, billed monthly in advance at the rates below. Prices may be updated on 30 days' written notice; a change takes effect at your next billing cycle after the notice period.

Request and project limits for each membership are listed on the Memberships page and in your Service Order.

• Onboarding fee. A one-time $250 Private Onboarding and Lifestyle Assessment fee applies to all new memberships. It is refundable only if you cancel before the onboarding session takes place.
• Service capacity. Time spent researching, communicating, coordinating, traveling, completing requests, and managing projects counts toward your monthly capacity. Unused capacity resets each billing cycle and does not roll over.
• Additional service. Service beyond your monthly capacity requires your prior approval and is billed separately at a rate Casa Soleil quotes to you in advance.
• After-hours service. Requests handled outside service hours are billed at $150 per request, by arrangement and subject to availability. After-hours service is not an emergency service.
• Bespoke projects. Bespoke Concierge and Soleil Private engagements are quoted separately. A 25% planning deposit starts project development and is applied to the final price.
• Expenses. Purchases made on your behalf, vendor fees, tickets, and similar costs are your responsibility. Casa Soleil will obtain your approval before incurring any expense on your behalf and will provide receipts.
• Late payment. If a payment fails and is not resolved within 10 days of notice, Casa Soleil may pause Services until the account is current.

Automatic renewal. Memberships begin with a three-month initial term. After the initial term, your membership automatically renews month to month and your payment method is charged the monthly fee shown above on each billing date until you cancel. You may cancel at any time, effective at the end of the initial term or the current billing cycle, whichever is later, by emailing info@casasoleilhome.com, calling (415) 729-5980, or using the cancellation option in the client portal. Casa Soleil will confirm cancellation in writing.

• Service hours. Standard service hours are Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding holidays Casa Soleil observes.
• Eligibility and service area. Memberships are available to California residents. In-person Services are offered in the San Francisco Bay Area. Casa Soleil may decline or adjust Services based on your location and the nature of the request.
• In-person blocks. In-person Services are included with Soleil Steward and Soleil Premier and are scheduled in blocks of at least three hours. Each block counts toward your monthly capacity. Travel outside the standard service area may incur additional time and expense, which Casa Soleil will quote before scheduling.
• Scheduling and cancellation. In-person visits are scheduled in advance. If you cancel a visit with less than 24 hours' notice, the scheduled time may count toward your monthly capacity.
• Personnel. Services are currently provided by Casa Soleil's founder. If Casa Soleil engages additional personnel, it will tell you before they provide in-person Services, and all such personnel will have completed a background check.
• Response times. Casa Soleil will make reasonable efforts to respond to requests within one business day. Request priority follows your membership level.

Your responsibilities. You agree to give Casa Soleil accurate information, timely instructions, and safe access to your home when in-person Services are scheduled. You remain responsible for your own decisions, including which providers to hire and which recommendations to follow.

Authorized contacts. You may designate family members, chosen family, or other trusted contacts in writing. Casa Soleil will share information with or take instructions from them only to the extent you authorize. You may change or revoke these authorizations at any time.

Account access. If a task requires access to an online account, Casa Soleil will use the access method you choose, such as delegated access or a password manager share, and will not store your passwords outside a secure tool. Casa Soleil will not access your bank, brokerage, or retirement accounts.

Financial safeguards. To protect you, Casa Soleil and its personnel will not:

• Accept tips, gifts, or loans beyond the nominal thank-you described below
• Be named as a beneficiary, executor, trustee, agent, or recipient in any will, trust, or power of attorney you sign
• Hold your cash, checkbook, or payment cards, other than a card you provide for a specific approved purchase
• Borrow, use, or sell your property

Tips and gratuities. Tips are not expected. Your membership or engagement fee covers the Services in full. If you wish to express thanks, a personal note or a gesture of nominal value, up to $25 in total per year, is welcome. Casa Soleil will politely decline anything beyond that, including cash, gift cards, or items of value. If Casa Soleil engages employees in the future, any permitted gratuity given to an employee belongs to that employee, as California law requires.

Home access. If you give Casa Soleil a key or entry code, Casa Soleil will use it only for scheduled Services and will return or delete it when this Agreement ends.

Third-party providers. Casa Soleil may recommend, schedule, or coordinate contractors, vendors, transportation services, and other providers. Unless a Service Order says otherwise, you contract with and pay those providers directly, and they are not Casa Soleil employees or agents. Casa Soleil does not guarantee their work and is not responsible for their acts or omissions. Casa Soleil does not accept referral fees or commissions from providers it recommends to you.

Confidentiality. Casa Soleil will keep your personal, household, and financial information confidential and use it only to provide the Services. Casa Soleil will not sell your information. Casa Soleil may disclose information when you authorize it, when required by law, or as described in Section 6. Casa Soleil's handling of personal information is further described in its Privacy Policy (Privacy Policy).

Health information. Casa Soleil is not a health care provider and is not covered by HIPAA. If you share health-related information, such as appointment details, Casa Soleil will use it only to coordinate the Services you request and will protect it as confidential.

Not an emergency service. Casa Soleil does not monitor your safety and cannot respond to emergencies. In an emergency, call 911. Do not rely on email, text, or the client portal for urgent help.

Term. This Agreement starts when you accept it and continues until either party ends it.

Termination by you. You may cancel as described in Section 7.

Termination by Casa Soleil. Casa Soleil may end this Agreement on 30 days' written notice for any reason, or immediately if you breach this Agreement, if your needs fall within the Act as described in Section 6, or if Casa Soleil personnel face unsafe conditions or harassment. When Casa Soleil ends this Agreement for a reason other than your breach, it will refund prepaid fees for Services not yet delivered, including any remaining portion of the initial term.

Limitation of liability. To the extent permitted by law, Casa Soleil's total liability arising from this Agreement is limited to the fees you paid in the three months before the claim arose, and Casa Soleil is not liable for indirect or consequential damages. This limit does not apply to fraud, willful misconduct, gross negligence, or any liability that California law does not allow to be limited.

Disputes. The parties will first try to resolve any dispute through good-faith discussion and, if needed, mediation in Alameda County, California. Either party may bring a claim in small claims court. This Agreement is governed by California law, and any court action will be brought in Alameda County.

General. This Agreement, your Service Order or checkout confirmation, and the Privacy Policy are the entire agreement between the parties. Changes must be in writing and agreed by both parties, except fee changes under Section 7. If a provision is unenforceable, the rest of the Agreement remains in effect. Casa Soleil is an independent business; nothing in this Agreement creates an employment, agency, or fiduciary relationship. Sections 6, 9, 10, and 11 survive termination.

You accept this Agreement by checking the acknowledgment boxes at checkout or by signing a printed copy. In-person, Bespoke, and Soleil Private clients will also receive this Agreement to review and sign before Services begin.

Questions about these terms: info@casasoleilhome.com or (415) 729-5980.