Terms & Conditions
Welcome to "AlFakih CareHub" home care platform. By using our services and completing a booking request through the platform, you agree and acknowledge full commitment to all the terms and conditions set out below. This document constitutes a binding contract between (the Client) and (the Platform) to guarantee the rights of both parties and deliver the highest quality of care.
1. Service Scope & Medical Disclaimer
- Nature of the service: The client acknowledges that "patient companion", "elderly care", and "childcare" services are daily personal care services (assistance with mobility, hygiene, feeding, and oral medication reminders) and are not "medical nursing" services.
- Medical interventions: Staff are strictly prohibited from administering injections of any kind, setting up IV infusions, handling complex respiratory devices, or providing medical consultations. The platform bears no responsibility for any health complications resulting from the client forcing staff to perform medical tasks outside their scope.
- Natural health deterioration: The platform is not responsible for the natural deterioration of the elderly person's or patient's health condition.
2. Staff Scope of Work (Companion/Sitter Is Not Domestic Labor)
- Task limitation: The companion's or sitter's work is limited to personal care of the patient or child specified in the request only.
- No household chores: It is strictly prohibited to assign staff any general household work (such as cooking for the family, cleaning the house, washing family laundry, or caring for other children not agreed upon).
- Deterrent action: If the platform discovers staff being exploited in unagreed tasks, it has the right to withdraw the staff immediately and cancel the contract without any refund to the client.
3. Prior Medical & Security Disclosure
- Infectious diseases: The client must fully and frankly disclose the patient's condition before payment, especially if suffering from infectious diseases (such as COVID-19, hepatitis, etc.). Concealing this information gives the platform the right to withdraw staff immediately and cancel the contract without any refund.
- Behavioral disorders: The platform must be informed in advance if the patient or elderly person suffers from behavioral disorders or violent outbursts that may endanger the companion's safety or hinder service delivery.
4. Work Environment & Staff Rights
- Safe and decent environment: The client must provide a safe and comfortable work environment for the staff.
- Meals: For long-shift contracts (12 hours) or extended stays in hospital or home, the client must provide meals for the staff.
- Rest and sleep periods: Staff are entitled to rest breaks for prayer and meals. In 24-hour live-in contracts, staff are entitled to 8 hours of sleep daily (continuous or intermittent) to ensure continued quality of care and avoid exhaustion.
5. Protecting Staff from Abuse & Forced Labor
- No abuse: If staff are subjected to any verbal or physical abuse or harassment by the patient or any family member, the contract is terminated and staff withdrawn immediately without refund of the package value, while the platform retains its legal rights.
- Changing service location: The client may not move staff to provide service at a location other than the one agreed in the electronic request (e.g., moving from hospital to a rest house or another city) without prior written approval from the platform.
6. Conditional Replacement Policy
- Replacement based on negligence: The client may request staff replacement only in case of clear, proven professional negligence in performing the agreed tasks. The platform does not provide replacement merely for a change of personal preference without a convincing reason.
- Case evaluation: Replacement is subject to the availability of alternative staff in the platform's schedule, and management reviews reports and communicates with both parties to evaluate the situation before approving staff withdrawal.
7. Early Cancellation & Rescheduling Policy
- Advance payment: Booking is confirmed and service begins only after the package value is paid in advance.
- Early package cancellation: If the client cancels a monthly or weekly contract before its end, consumed days are not charged at the discounted package rate but are recalculated based on the "individual daily visit" rate (the higher cost), plus an administrative fee deduction (15% of the contract value), and the remaining amount, if any, is refunded within 7 to 14 business days.
- Late staff release: The client must release staff immediately upon the end of the agreed shift hours. Any delay exceeding 30 minutes is automatically counted as overtime hours at double the rate, added to the client's invoice.
8. Rights Protection & Anti-Poaching
- No direct hiring: The client must not negotiate financially with staff directly or hire them personally outside the platform during the contract period or for one full year after its end.
- Legal penalty: If it is proven that the client agreed with staff to work outside the platform, the platform has the right to take all legal measures and claim the prescribed financial compensation.
9. Emergency & Property Disclaimer
- Emergency intervention: In sudden medical emergencies (such as cardiac arrest, strokes, choking), the companion's role is limited to calling an ambulance (997) and notifying the family immediately. Neither the platform nor the staff bears any criminal or compensatory responsibility for the deterioration of the patient's condition or death.
- Property safekeeping: The client is fully responsible for securing money and valuables at home before the service begins. The platform disclaims legal responsibility for any claims of lost property not officially proven through the competent security authorities.
10. Communication Limits & Directing Instructions
- Official communication channel: The client must direct any substantial remarks or requests to modify care tasks to platform management directly via the official WhatsApp or support channels.
- No conflicting instructions: It is prohibited to give staff direct instructions that contradict or exceed what was agreed upon in the purchased service package.