Terms & Conditions

careless™

last updated: August 2026

About these terms

By accessing or using the careless™ platform — our app and www.wearecareless.com — you agree to be bound by these Terms & Conditions. If you do not agree, please discontinue use. These terms apply to all users, whether you use careless™ personally or on behalf of a business.

careless™ is an insurance intermediary delivering digital-first insurance products and policy management through a mobile-native platform. We arrange and help you manage cover across personal belongings and commercial business cover.

Contacting us

To reach our customer support, email support@wearecareless.com or use our AI assistant, caremate™, within the careless™ app.

If any individual displays inappropriate conduct towards our team, such as persistent harassment or offensive language, we reserve the right to restrict how that individual can contact us. We will always try to resolve the problem first and give fair warning, but if serious inappropriate behaviour continues after a warning, we reserve the right to withdraw access.

Who you are dealing with

careless™ is a trading name of Careless Technologies Limited (registered in England & Wales, company no. 14504628; registered office 71–75 Shelton Street, Covent Garden, London WC2H 9JQ). Careless Technologies Limited is an Appointed Representative of Stubben Edge (Risk) Limited (company no. 09073942), which is authorised and regulated by the Financial Conduct Authority (FRN 943286).

You can verify our status on the Financial Services Register at register.fca.org.uk. Stubben Edge (Risk) Limited's registered office is 7th Floor, 77 Cornhill, London EC3V 3QQ.

As an insurance intermediary, we operate much like an insurance broker. After you buy a policy, we help you manage your insurance and make changes through our platform. We do not decide the outcome of any claim — that is determined by the insurer underwriting your policy and the appointed claims handler. We do not provide financial advice or personal recommendations. You are responsible for reviewing your policy documents and ensuring the cover meets your needs.

Cover is arranged as follows, with each policy issued and underwritten by the insurer or managing general agent named in your policy documents:

  • Personal belongings — underwritten by 1Edge Insurance PCC Limited; claims are handled by Claims Consortium Group

  • Commercial business cover — arranged with Kovrilo, a UK Managing General Agent backed by Mission, with cover underwritten by a panel of UK insurers including ARAG Legal Expenses Insurance Company Limited, Great American International Insurance (UK) Limited and HSB Engineering Insurance Limited; claims are handled by Qlaims Limited, with cyber and equipment-breakdown claims handled by HSB Engineering Insurance Limited

careless™ is compensated through commission — a percentage of the premium you pay to the insurer — which is standard across the industry and does not affect the price you pay. For personal belongings cover we also charge a fixed administration fee of £1 per month per policy; business cover is billed as set out in your quote and policy documents. Stubben Edge (Risk) Limited, as our principal, may also earn commission and profit-share from the insurers whose products are offered via the platform. Details of commission or fees are available on request.

We are not contractually obliged to recommend or sell products from any specific insurer. Where products are underwritten by insurers related to Stubben Edge (Risk) Limited, appropriate measures are taken to avoid conflicts of interest and ensure independent decision-making.

Application of these terms

These terms govern your use of the careless™ app and www.wearecareless.com and any services we provide through them. Insurance contracts concluded via the app or website are bound by their own separate terms — the policy wording and schedule provided at purchase are the contract of insurance.

Using our platform

  • By using the app or website, you confirm that you accept these terms and agree to comply with them

  • The platform is available for both personal and business use. You agree to use it only for lawful purposes and in accordance with these terms

  • By using the app or website, you agree to receive your policy documents by electronic mail. If you would rather receive your policy as a hard copy, just let us know

  • If you do not agree to these terms, you must not use the app or the website

  • Downloading the app from a third-party provider (for example the Apple App Store or Google Play Store) is subject to that provider's conditions

  • The information you provide must be given completely and correctly; errors can be corrected at any time

  • Registered users must keep their information up to date. Personal access data such as passwords must not be shared and must be protected from third-party access. If you believe an unauthorised person has gained access to your credentials, tell us immediately and change them

Eligibility

To purchase cover through careless™, you must:

  • Be at least 18 years of age

  • Be resident in (or, for business cover, operate a business based in) the United Kingdom

  • Use the platform for lawful purposes only

The app and website are directed to people and businesses in the United Kingdom. We do not represent that the content is appropriate or available for use in other locations.

Your account

Following registration, a personal user account is created for you. You must keep your information up to date, keep your access data secret, and secure your device against unauthorised access. If you choose or are given a password or one-time code, treat it as confidential and do not disclose it to any third party. We may disable any user identification code or password at any time if, in our reasonable opinion, you have failed to comply with these terms. If you know or suspect that someone else knows your credentials, notify us promptly at support@wearecareless.com.

Term, termination and suspension

  • The user agreement is for an indefinite term

  • You may terminate it at any time, without notice, using the corresponding function in the app. careless™ may terminate on two (2) weeks' notice at any time

  • careless™ may immediately suspend or terminate your account if it reasonably considers that you have acted unlawfully, fraudulently or in breach of these terms, or deliberately provided false or misleading information or sought to evade technical or security protections

  • We will tell you the reasons for any suspension or termination

  • Terminating the user agreement does not affect your existing insurance contracts

Transferring this agreement

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and will ensure the transfer does not affect your rights.

Policy & coverage

  • Each policy's cover, conditions, exclusions and limits are set out in the policy wording and schedule provided at purchase — those documents are the contract of insurance

  • All cover is subject to the eligibility and underwriting criteria of the relevant insurer

  • careless™ makes no guarantee of coverage outcomes; all claims are assessed by the insurer under the policy terms

Payments & billing

  • Personal belongings cover is billed monthly as a subscription; business cover is billed as set out in your quote and policy documents

  • Payments are processed securely by third-party payment providers; we do not store your full card details

  • Refunds and cancellation rights are summarised under "Cancelling your cover" below and set out in full in your policy documentation

  • careless™ reserves the right to update pricing with reasonable advance notice; changes take effect from your next billing period

Cancelling your cover

You can cancel any policy by contacting us. Your full cancellation and refund rights are set out in your policy wording. In summary:

  • Personal belongings — you have a 14-day cooling-off period from the later of buying the policy or receiving your documents, during which you can cancel for a full refund of premium (unless you have made a claim or an incident likely to lead to one has occurred). After 14 days you can cancel at any time, but no premium is refunded and no further payments are due. If you cancel within 90 days of the insurer settling a claim, the insurer may charge up to six months of your monthly premium.

  • Commercial business cover — you have a 14-day cooling-off period from the later of buying the policy or receiving your documents, and the same right for 14 days after each renewal. If your cover has not started yet, you'll get a full refund; if it has started, you'll be refunded for the unused period, less a £25 administration fee plus Insurance Premium Tax. Either way, no refund is due if you have made a claim or an incident likely to lead to one has occurred. After 14 days you can cancel at any time; if no claim has been made, we'll refund the unused portion of your premium, less the £25 administration fee plus Insurance Premium Tax.

Your insurer may also cancel your policy where there is a valid reason to do so. Your policy wording sets out those reasons and the notice you will be given; for commercial business cover that notice is at least 14 days, in writing.

Intellectual property

We are the owner or licensee of all intellectual property rights in the app, the website and the material published on them, protected by copyright laws and treaties worldwide. You may print one copy, and download extracts, of any page for your personal use, and may draw others' attention to our content. You must not modify printed or digital copies, or use any illustrations, photographs, video, audio or graphics separately from their accompanying text. Our status as author must always be acknowledged. You must not use any part of the content for commercial purposes without a licence from us. If you breach these terms, your right to use the platform ceases immediately and you must return or destroy any copies you have made.

Non-reliance

Content on the platform is provided for general information only. It is not advice you should rely on. You may wish to obtain professional or specialist advice before taking, or refraining from, any action based on it.

Links to other sites

Where the platform links to other sites and resources provided by third parties, those links are for your information only and should not be taken as our approval. We have no control over the contents of those sites or resources.

How to make a claim

Personal belongings — report your claim to Claims Consortium Group, who handle claims on this policy:

Business cover — report your claim to the Kovrilo claims handler, Qlaims Limited, quoting your policy number:

Cyber (Section 16) and equipment-breakdown (Section 17) claims are reported instead to HSB Engineering Insurance Limited — cyber on +44 (0)808 169 8084 or HSBCyberIncident@cyberscout.com, equipment breakdown on +44 (0)330 100 3432 or new.loss@hsbeil.com.

Complaints

We always aim to give you the best service possible. If something goes wrong and you are not satisfied, we want to know as soon as possible. In all correspondence, please quote your policy number from your policy schedule and, for personal belongings, state that your insurance is underwritten by 1Edge.

Policy administration complaints — for complaints about your policy administration or documents:

  • Live chat via the careless™ app

  • Email: complaints@wearecareless.com

  • Post: Careless Technologies Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ

You may also contact our principal, Stubben Edge (Risk) Limited, at complaints@stubbenedge.com or 7th Floor, 77 Cornhill, London EC3V 3QQ.

Claims complaints — personal belongings — contact our claims partner, Claims Consortium Group:

Claims complaints — business cover — if your complaint is about how a claim has been handled, contact Sedgwick International UK (Focal-Point):

  • Phone: 0345 600 3568

  • Email: complaints@uk.sedgwick.com

  • Post: Sedgwick International UK, 2 The Boulevard, City West One Office Park, Gelderd Road, Leeds LS12 6NY

Complaints about the insurer — personal belongings — to complain directly to 1Edge Insurance PCC Limited:

  • Phone: 0207 846 9946

  • Email: hello@1edgeinsurance.gg

  • Post: 1Edge Insurance PCC Limited, Suite 1 North, 1st Floor, Albert House, South Esplanade, St Peter Port, Guernsey GY1 1AJ

If you remain dissatisfied after 1Edge has considered your complaint, or do not receive a response within 3 months, you may refer it to the Channel Islands Financial Ombudsman (PO Box 114, Jersey JE4 9QG; +44 1534 748610; enquiries@ci-fo.org; ci-fo.org). 1Edge is not covered by the Financial Services Compensation Scheme, and there is no equivalent scheme under Guernsey law.

Complaints about your cover — business cover — for complaints about your commercial policy, contact the Head of Compliance at Mission Underwriting UK Limited:

  • Phone: 0808 109 8078

  • Email: complaints@kovrilo.com

  • Post: Head of Compliance, Mission Underwriting UK Limited, One Fleet Place, London EC4M 7WS

They will acknowledge your complaint within five working days and aim to give a full response within eight weeks, after which you may refer it to the Financial Ombudsman Service.

Financial Ombudsman Service (UK) — if your complaint is not resolved within 8 weeks, or you are dissatisfied with our final response, you may refer it to the Financial Ombudsman Service within 6 months of our final response letter (Exchange Tower, London E14 9SR; 0800 023 4567; financial-ombudsman.org.uk).

Financial Services Compensation Scheme (FSCS) — as an appointed representative of Stubben Edge (Risk) Limited, we are covered by the FSCS, so you may be entitled to compensation if we cannot meet our obligations. FSCS protection may also apply to the insurers behind your commercial business cover, so you may be entitled to compensation if one of them cannot meet its obligations; your policy wording sets out which of your policy's insurers are covered. The level depends on your circumstances and the nature of the claim. See fscs.org.uk or call 0800 678 1100.

Following this complaints procedure does not affect your legal rights.

Our responsibility for loss or damage

careless™ is a distribution platform and, to the extent permitted by law, is not liable for:

  • Insurance claim decisions made by insurers or their claims handlers

  • Losses arising from platform downtime or technical errors

  • Any indirect or consequential losses resulting from use of our platform

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. Different limitations and exclusions apply to any insurance product you buy, as set out in your policy documents. Nothing in these terms affects your statutory rights or our obligations under the regulatory system.

Security and viruses

We do not guarantee that the app or website will be secure or free from bugs or viruses. You are responsible for configuring your technology to access the platform and should use your own virus protection. You must not misuse the platform by knowingly introducing viruses or other malicious material, attempt to gain unauthorised access to it or its servers, or attack it via a denial-of-service attack. Doing so would be a criminal offence under the Computer Misuse Act 1990, which we would report to the relevant law enforcement authorities.

Changes to these terms and the platform

We may amend these terms from time to time, so please check them each time you use the platform. We may also update the app or website to reflect changes to our products, our users' needs and our business priorities, and will try to give reasonable notice of major changes. We will notify users of material changes via email or a prominent notice on our site.

How we use your personal information

We will only use your personal information as set out in our Privacy Policy.

Governing law and language

These terms, their subject matter and their formation are governed by English law. You and careless™ both agree that disputes will be brought in the courts of England and Wales, except that residents of Northern Ireland may also bring proceedings in Northern Ireland and residents of Scotland in Scotland. We will communicate with you in English.

Contact

For questions regarding these terms, reach us at support@wearecareless.com.