Legal
Last updated 7 October 2026
These terms explain the agreement between you and Doccrs Digital Ltd, which makes Family Haven (‘we’, ‘us’, or ‘our’), when you use the Family Haven app and its services (‘Family Haven’). Please read them carefully, especially ‘Family Haven is not an emergency service’ and ‘Our responsibility to you’.
By signing in to Family Haven, you agree to these terms. If you don’t agree, please don’t use Family Haven. If anything here is unclear, email us at support@ourfamilyhaven.com.
Family Haven is provided by Doccrs Digital Ltd, a company registered in England and Wales (company number 16338795), whose address is 18 Sorrel Street, Gloucester GL2 9RP, United Kingdom.
These terms apply to everyone who uses Family Haven. If you are a parent or guardian, you also accept them on behalf of any child you invite. Our Privacy policy explains how we use your family’s personal information, and forms part of our agreement with you.
We give you a personal licence to use Family Haven on phones you own or control, for your own and your family’s private use. You can’t transfer this licence to anyone else, and you may not use Family Haven for business purposes.
In short: Family Haven helps your family keep in touch, but it can’t guarantee anyone’s safety. In an emergency, call 999.
Family Haven lets your family know when someone arrives at or leaves a place you’ve saved, and alerts parents when a routine is missed. It is not an emergency service, it does not contact the emergency services for you, and it is not a substitute for supervising children or checking that someone is safe.
Arrival, departure, missed-routine and low-battery alerts depend on things we don’t control, so they can be late, or not arrive at all. For example, alerts may be affected when:
Low-battery alerts are sent when Family Haven gets a chance to check the battery. Phones limit how often apps can do this in the background, especially iPhones, so these alerts may be late or may not always arrive.
The app shows when sharing is paused or not working, and when a phone last reported, so you can tell when alerts may be affected. Please don’t rely on Family Haven as your only way of knowing that someone is safe. If you are worried about someone’s safety, contact them directly and, in an emergency, call 999.
In short: Adults sign up themselves. Children under 18 can only join through an invite from their parent or guardian.
You must be 18 or over to create a family, or to join one as an adult. When anyone signs up, we ask for their date of birth to work out their age range, as explained in our Privacy policy.
Children under 18 can only join a family using an invite code made by their parent or legal guardian. When making that code, the parent or guardian confirms the following declaration:
By generating this invite code, you legally certify that you are over 18 years of age, and you are the legal parent or guardian of the child who will use this code. You grant explicit consent for Family Haven to collect their location data for the purpose of family safety alerts.
If you invite a child, you are responsible for their use of Family Haven, for deciding which settings they can change, and for explaining to them, in a way they understand, what their family can see. Children don’t need an email address; they sign in with a code their parent makes. Children aged 13 to 17 are also asked to agree to sharing themselves the first time they open the app. Until they agree, their arrivals and departures aren’t shared.
Adults sign in with a Google or Apple account. Please keep your phone and that account secure, because anyone who can use them can use Family Haven as you. You can see every phone signed in to your account in Settings, and remove any you don’t recognise.
Invite codes and children’s sign-in codes are short-lived and meant for one person. Only share a code with the person it’s for. If you think a code has reached the wrong person, make a new one and remove anyone who shouldn’t be in your family.
You can be in one family at a time. Please keep the information you give us accurate, such as names and your age.
The person who creates a family is its owner. The owner and other parents can invite and remove members, save places, set routines, and choose what children can change. The owner can make another parent the owner, and must do so before leaving a family that still has other members. If there’s no other parent, the owner needs to invite one first, or remove everyone else and delete the family.
Everyone in a family can see each other’s names, arrivals at and departures from saved places, check-ins, and whether sharing is on. Parents can also see their children’s places, routines and phones. Adults, including parents, can pause their own sharing at any time, and anyone can leave the family or turn off location access in their phone’s settings. Children aged 13 to 17 can also stop sharing at any time in Settings, even if pausing is switched off for them.
Any parent in a family can export a child’s data, and the family owner can delete a child’s account. When you remove someone from your family, they stop seeing your family’s arrivals and you stop seeing theirs.
In short: Only add people who know about it and agree. Never use Family Haven to watch someone without their knowledge.
When you use Family Haven, you agree that you will:
You also agree not to:
If you think someone is using Family Haven to track you without your agreement, you can leave the family or delete your account in Settings at any time, and you can tell us at support@ourfamilyhaven.com. If you are in danger, call 999.
The names, places, routines and check-ins you and your family add stay yours. You give us permission to store and use them only as needed to run Family Haven for your family, as described in our Privacy policy. That permission ends when the information is deleted.
Family Haven itself, including the app, its design and the Family Haven name and logo, belongs to us or our licensors. These terms don’t give you any rights to it beyond using the app.
Family Haven is free to download and use. The free plan has no time limit and includes up to 3 saved places for your family and 1 routine, along with arrival and departure alerts, “I’m okay” check-ins, low-battery alerts and all privacy controls.
Family Haven Plus is an optional subscription that adds unlimited saved places and routines for your family, and priority support. One subscription covers the whole family, and only a parent in the family can subscribe.
We show the price and what you get before you buy, in the app and on our pricing page. Prices include VAT. We will never charge you for something you haven’t agreed to buy.
Subscriptions are bought through the App Store or Google Play, and payment is taken by Apple or Google under their terms. Your subscription renews automatically at the end of each period unless you cancel at least 24 hours before it ends. You can cancel any time in your App Store or Google Play subscription settings, and you keep Plus until the end of the period you’ve paid for. Deleting the app or your Family Haven account does not cancel your subscription.
Each family can have one free trial of Plus, lasting 14 days. If you don’t cancel before it ends, you’ll be charged for the plan you chose.
Refunds are handled by Apple or Google under their refund policies. You can request one through the App Store or Google Play. This doesn’t affect your legal rights.
Your places and routines are kept. If you have more than the free plan allows, the extras are paused rather than deleted, and a parent chooses which stay active. Subscribe again and they come straight back.
If we change the price of Plus, we will tell you before the new price applies, and Apple or Google will ask for your agreement where their rules require it. You can cancel before the new price starts.
We keep improving Family Haven, so features may change. We may also need to make changes to keep it secure, to reflect changes in the law, or because a service we rely on changes. If we make a change that significantly affects how you use Family Haven, we will tell you in the app first.
We may ask you to update the app to keep using it. Some updates are needed for alerts to keep working reliably, so please keep the app and your phone’s operating system up to date.
We try to keep Family Haven running at all times, but we can’t promise it will always be available or free of errors. We may need to pause it for maintenance or because of problems outside our control.
You can leave your family or delete your account at any time in Settings, under Leave or delete. Your account is turned off straight away and permanently deleted 24 hours later, and the parents in your family are told. If you are the only parent in a family, the family is deleted too. Our Privacy policy explains what happens to your information.
If you no longer have the app, you can ask us to delete your account using the form on our Delete your account page.
Deleting your account does not cancel a Family Haven Plus subscription. Cancel it in your App Store or Google Play subscription settings first.
We may suspend or close an account, or remove someone from a family, if we reasonably believe that:
Where it’s safe and lawful to do so, we will tell you first and explain why. If we decide to stop offering Family Haven altogether, we will give you reasonable notice in the app first.
In short: We are responsible for foreseeable loss caused by our failings, and nothing here takes away your legal rights.
We are responsible to you for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if both you and we knew it might happen when you started using Family Haven. We are not responsible for loss or damage that is not foreseeable.
We do not exclude or limit our responsibility where it would be unlawful to do so. This includes responsibility for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breaking your legal rights as a consumer, including under the Consumer Rights Act 2015.
As explained in ‘Family Haven is not an emergency service’, alerts can be late or missed for reasons outside our control. We are not responsible for delays or failures caused by events outside our reasonable control, such as a phone’s settings, battery or signal, or an outage at Apple, Google or a mobile network.
If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be responsible for damage that you could have avoided by following our advice to install a free update, or by following our instructions for using the app.
Family Haven is for private use. We are not responsible for any loss of profit, loss of business, business interruption or loss of business opportunity.
Family Haven uses services from other companies, including sign in with Google and Apple, notifications from Apple and Google, and address search and maps from Google. Your use of those features is also subject to those companies’ own terms. Your mobile network’s terms and charges also apply when Family Haven uses data.
Family Haven uses Google Maps features. By using Family Haven, you agree to be bound by the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy.
If you downloaded Family Haven from Apple’s App Store, you and we also agree that:
If you downloaded Family Haven from Google Play, Google Play’s terms also apply to your download, and Google is not responsible for Family Haven.
Please send any questions, complaints or claims about Family Haven to us, using the details in ‘How to contact us’.
Our Privacy policy explains what information Family Haven collects, how we use and protect it, how long we keep it, and your rights over it. For a shorter overview, see how privacy works in Family Haven.
We may update these terms, for example when we change Family Haven or the law changes. The date at the top shows when they last changed. If we make a change that matters, we will tell you in the app before it takes effect. If you don’t agree with the new terms, you can delete your account before they start to apply.
If you have a problem with Family Haven, please email us at support@ourfamilyhaven.com first. We will acknowledge your complaint within 30 days and try to put things right.
These terms are governed by the law of England and Wales. You can bring legal proceedings about Family Haven in the courts of England and Wales. If you live in Scotland, you can bring them in either the Scottish or the English courts. If you live in Northern Ireland, you can bring them in either the Northern Irish or the English courts. If you live elsewhere, you keep any protection given to you by the mandatory laws of the country where you live.
If a court decides that part of these terms can’t be enforced, the rest still applies. If we don’t enforce one of these terms straight away, we can still enforce it later. Nobody other than you, us and, where ‘If you got Family Haven from Apple or Google’ applies, Apple has any right to enforce these terms.
Email us at support@ourfamilyhaven.com, or write to us at:
Doccrs Digital Ltd