Terms and Conditions
By using CareNow, the user agrees to these terms. A user who does not agree must not use the platform.
1. What the platform is
CareNow is a digital intermediary platform that connects users with independent home-care centers, labs, and service providers.
CareNow does not provide medical care itself, and does not replace a doctor, a medical diagnosis, or emergency services.
2. Emergencies
The platform is not meant for medical emergencies. If there is immediate danger, contact the competent authorities or go to the nearest medical facility.
3. The account
The user agrees to:
Provide correct, up-to-date information.
Protect their password and verification codes.
Not share the account with others.
Tell CareNow if they suspect unauthorised use.
Take responsibility for activity on their account.
An account may be suspended on suspicion of misuse, fraud, or breach of these terms.
4. Service providers
Providers submit their details and licences, which in the current release are reviewed manually before approval. The provider remains responsible for:
The validity and currency of its licences.
The quality and safety of the service.
The accuracy of prices, appointments, and coverage.
The conduct and professionalism of its staff.
Keeping beneficiaries' data confidential.
5. Booking
The platform may support:
Direct booking of services with a published price and availability.
Requesting a quote for services without a fixed price.
Booking lab packages with home sample collection.
An appointment is final only as the order status in the app shows.
6. Payment and confirmation
The price, tax, and total are shown before payment.
Payment is processed through an external payment gateway.
Payment may come before the provider confirms.
A transaction is not successful until the payment gateway confirms it to the server.
If payment fails, the order keeps its status and payment can be retried without creating a duplicate order.
The platform's commission is not shown to the user in the booking details.
7. Quotes
When a quote is requested:
The user sends the case details, the appointment, and the address.
The provider sets the price within the set time limit.
The user can accept the quote and pay, or decline it.
There is no free chat; communication stays within the order.
The quote may close automatically when the time limit passes.
8. Cancellation and refunds
Cancellations and refunds follow the policy published at the time of booking, taking into account the order status, the timing of the cancellation, and the reason the service was not delivered.
If a provider rejects a paid order, the case may be reviewed by the administration before the refund starts. How long the amount takes to appear depends on the payment gateway and the bank.
9. Messages
Messages are available only within existing orders, to coordinate the service. The administration may read them when needed for support, complaint handling, or legal obligations.
Sending abusive, unlawful, or unrelated content is prohibited.
10. Ratings
Rating is available only after an order is completed.
The provider and the assigned staff member may be rated.
A public rating is not shown before it is reviewed and approved.
The platform may reject abusive, fake, or unrelated ratings.
A staff member's rating may be visible only to the provider and the administration.
11. Complaints
A complaint can be opened for an order that is in progress or completed. The administration may review the order, messages, and attachments and decide on a settlement, a full or partial refund, or closure with an explanation.
Closing the order and rating may pause while a complaint is reviewed.
12. Health profile
All health profile data is optional unless stated otherwise. The user is responsible for its accuracy, and the platform is not a substitute for a clinical medical record or a professional diagnosis.
13. Prohibited use
It is prohibited to:
Create fake accounts or orders.
Impersonate others.
Misuse offers, payments, or refunds.
Hack or disrupt the platform.
Collect users' data without permission.
Publish unlawful or harmful content.
Use the platform for unlawful purposes.
14. Intellectual property
All trademarks, designs, content, and software related to the platform are owned by or licensed to [Entity name]. They may not be copied or reused without written consent.
15. Limitation of liability
The platform acts as a technical intermediary. It is not responsible for medical decisions or treatment outcomes of the independent provider, without prejudice to rights that cannot be excluded by law.
16. Suspension or termination
An account may be suspended or stopped for breach of these terms, a security risk, or a legal request. The user can ask to delete their account under the privacy policy, provided there are no orders that are not closed.
17. Changes
These terms may be updated when the service or legal requirements change. Continuing to use the platform after the updated version takes effect counts as accepting it, where the law allows.
18. Governing law
These terms are governed by the laws of the Kingdom of Saudi Arabia, and Saudi courts have jurisdiction over disputes, unless the law provides otherwise.
19. Contact
Owning entity: [Legal name]
Email: [Support email]
Phone: [Contact number]