Terms of Service

Agreement to Terms

By accessing the BaitCare website (baitcare.com), submitting a booking request, or engaging any BaitCare home care service, you ("Client", "you", or "your") enter into a binding legal agreement with BaitCare Home Nursing ("BaitCare", "we", "us", or "our") and agree to be bound by these Terms of Service ("Terms").

Where a booking is made on behalf of another person (the patient), the person submitting the booking confirms that they are legally authorised to do so and accepts these Terms on behalf of the patient and themselves.

These Terms apply to all users of the BaitCare platform, including those who submit booking requests, browse our website, receive care services, or communicate with our team. If you do not agree to these Terms, please do not use our services.

Who We Are

BaitCare is a home healthcare coordination platform based in Kuwait, established in 2017. We connect clients in need of professional home-based care with independently certified care professionals, including Registered Nurses (RN), Patient Assistants (PA), Baby Care Specialists (BC), and Infusion & Injection Nurses (IT).

BaitCare acts as a care coordination and placement service. Our care professionals are independently verified and credentialled; they are not employees of BaitCare for the purposes of Kuwaiti labour law. BaitCare is responsible for the quality standards of placement, screening, and coordination, but the professional is the direct care provider.

Eligibility

To use BaitCare's services, you must:

• Be at least 18 years of age, or have parental or legal guardian consent;
• Have the legal capacity to enter into a binding agreement;
• Reside in or require care services within the State of Kuwait;
• Provide accurate and truthful information at the time of booking.

BaitCare reserves the right to refuse service to any individual or organisation at our sole discretion, including where we are unable to verify identity, where previous agreements have been breached, or where we cannot safely meet the stated care needs.

Description of Services

BaitCare provides the following home care services in Kuwait:

• Patient Assistant (PA) — from 490 KD/month: Non-clinical daily living support including personal hygiene, mobility assistance, medication reminders, companionship, and light housekeeping. Available as a 12-hour shift (490 KD/month) or stay-in 24-hour (590 KD/month).
• Registered Nurse (RN) — from 24 KD/day or 600 KD/month: Skilled clinical nursing care including vital signs monitoring, wound care and dressings, IV therapy, medication administration, and post-surgical care.
• Baby Care Specialist (BC) — 570 KD/month: Certified newborn and infant care including feeding support, sleep routine establishment, bathing, hygiene, developmental monitoring, and postpartum support.
• Infusion & Injections (IT) — 29 KD/visit: At-home IV infusions, intramuscular and subcutaneous injections, vitamin drips, antibiotic infusions, and blood glucose monitoring.

All services are subject to availability and clinical suitability. BaitCare does not guarantee the availability of a specific care professional or the commencement of services on a specific date until a booking is confirmed in writing.

Booking Process & Confirmation

Submitting a booking request on the BaitCare website does not constitute a confirmed booking. A booking is considered confirmed only after all of the following have occurred:

1. BaitCare's care coordinator has reviewed and approved the request;
2. You have received an approval notification and payment link by email;
3. You have successfully completed payment through our secure payment gateway;
4. You have received a written booking confirmation from BaitCare by email or WhatsApp.

BaitCare reserves the right to decline any booking request at our sole discretion, including where we are unable to identify a suitably qualified care professional for your specific needs, where the requested service falls outside our scope of care, or where we have reasonable concern about safety in the home environment.

By submitting a booking request, you authorise BaitCare to contact you by email, phone, or WhatsApp to discuss your care requirements and confirm your booking.

Care Plan & Initial Assessment

For ongoing services (PA, RN monthly, BC), BaitCare may conduct a complimentary initial assessment visit prior to or at the commencement of care. This visit allows our care coordinator to:

• Evaluate the patient's clinical needs and living environment;
• Match the most appropriate care professional to the case;
• Establish a care plan in consultation with the client and/or patient's physician;
• Identify any home safety adaptations required before care begins.

The care plan is developed collaboratively and may be updated as the patient's needs change. Clients are encouraged to notify BaitCare promptly of any changes in the patient's medical condition, prescribed medications, or functional abilities so that the care plan can be adjusted accordingly.

BaitCare offers a 12-hour trial period for eligible services. If, after the trial, the care professional is not a suitable match for the client's needs, BaitCare will work with the client to arrange a replacement at no additional cost, subject to availability. The trial offer is available once per client.

Pricing & Payment

All prices are quoted in Kuwaiti Dinars (KD) and are inclusive of applicable fees. Prices are subject to change; the price agreed and confirmed at the time of booking will apply for the current service period.

• Payment is processed securely through Hesabe, a licensed Kuwaiti payment gateway. Accepted methods include KNET, Visa, and Mastercard.
• BaitCare does not store your payment card details. All payment data is handled by Hesabe in compliance with PCI DSS standards.
• A digital receipt will be emailed to you upon successful payment.
• Monthly services (PA, RN monthly, BC) are billed at the start of each service month, in advance.
• Per-visit and per-day services (IT, RN daily) are billed per confirmed appointment.
• Payment must be completed in full before care commences. BaitCare does not operate on credit or deferred payment unless explicitly agreed in writing.
• Returned or declined payments may result in service suspension until payment is successfully completed.

Cancellation & Refund Policy

Monthly Services (PA, RN Monthly, BC):

• You may cancel at any time by contacting BaitCare via WhatsApp or email.
• Cancellations made at least 7 calendar days before the next billing date will not be charged for the following month.
• Cancellations made with fewer than 7 days' notice before the next billing date will incur the following month's fee, as care professionals have been allocated and scheduled.
• No refund is issued for the current service month once care has commenced.

Per-Visit / Per-Day Services (RN Daily, IT):

• Cancellations must be made at least 24 hours before the scheduled visit to receive a full credit or refund.
• Cancellations made with less than 24 hours' notice will be charged 50% of the visit fee, as the care professional's time has been reserved.
• No-shows (where access to the home is not provided at the scheduled time) will be charged the full visit fee.

Refunds:

• Refunds for eligible unused services will be processed within 7–14 working days to the original payment method.
• Refund requests arising from quality concerns will be reviewed by BaitCare's management team within 3 business days and handled on a case-by-case basis.
• BaitCare does not issue refunds for services rendered in full or for cancellations that do not meet the notice period requirements above.

Client Responsibilities

To ensure the safety, dignity, and effectiveness of care, you agree to:

• Provide accurate, complete, and up-to-date medical information about the patient at the time of booking and throughout the service period.
• Inform BaitCare promptly of any changes to the patient's medical condition, diagnosis, prescribed medications, mobility status, or care needs.
• Disclose any known infectious conditions, allergies, or communicable diseases that may affect the care professional's safety.
• Ensure that the care professional has timely access to the patient's home at all agreed service times.
• Treat BaitCare care professionals with dignity and respect. BaitCare has a zero-tolerance policy for verbal abuse, harassment, or physical mistreatment of care staff.
• Not ask care professionals to perform tasks that fall outside the agreed scope of their role, including tasks beyond their professional qualifications.
• Provide access to running water, toilet facilities, and a safe, private space for the care professional to carry out their duties.
• Supply any patient-specific equipment, consumables, or medications as discussed during the care plan assessment, unless otherwise agreed.
• Maintain the confidentiality of care professionals' personal information shared during the service relationship.

Home Safety Requirements

A safe home environment is essential for the wellbeing of both the patient and the care professional. By using BaitCare's services, you confirm that:

• The home environment is free from known hazards that could endanger the care professional, including but not limited to: unsecured firearms, aggressive or unrestrained pets, structural dangers, or controlled substance misuse by household members.
• Smoke detectors and fire extinguishers are present and functional where required by Kuwaiti building regulations.
• Any medical equipment in the home (hospital beds, hoists, oxygen concentrators) has been properly serviced and is safe to use.
• You will disclose to BaitCare any home conditions that may impact the care professional's health or safety, including mould, pest infestations, or restricted access.

BaitCare reserves the right to suspend or terminate services immediately if, upon assessment, the home environment is deemed unsafe for the care professional, and to resume services once the relevant concerns have been resolved.

Scope of Care & Medical Disclaimer

BaitCare's services are not a substitute for emergency medical care. In any medical emergency, call Kuwait's emergency services (112) immediately.

Our care professionals are certified and experienced within their defined scope of practice, as governed by Kuwaiti health regulations and their individual professional credentials. BaitCare's services do not include and our professionals are not authorised to provide:

• Diagnosis or assessment of medical conditions;
• Prescribing or dispensing medications;
• Performing surgical or invasive medical procedures beyond the scope of registered nursing;
• Administering medications or treatments not prescribed by a licensed physician;
• Acting as a substitute for acute hospital care, ICU care, or palliative specialist care.

Clients are encouraged to maintain an ongoing relationship with their treating physician throughout any BaitCare care arrangement. Where a care professional identifies a concern about a patient's clinical status, they are trained to notify the client immediately and, where appropriate, recommend seeking urgent medical review.

Care Professional Standards & Conduct

All BaitCare care professionals are independently verified and must meet the following standards before placement:

• Holding current, valid professional credentials (nursing licence, care certifications, or equivalent) for their role;
• Completion of BaitCare's onboarding assessment and reference checks;
• Agreement to and compliance with BaitCare's Professional Code of Conduct;
• Maintaining professional boundaries and treating all patients with dignity and respect.

BaitCare reserves the right to replace a care professional at any time where we have reasonable grounds to believe that professional conduct standards have not been met. In the event of a complaint about a care professional, BaitCare will investigate and take appropriate corrective action, which may include immediate removal and replacement.

Clients may request a replacement care professional at any time, subject to availability. BaitCare will use reasonable endeavours to arrange a suitable replacement within 48 hours of a confirmed request.

Non-Solicitation of Care Professionals

BaitCare invests significant resources in recruiting, screening, and training its care professionals. In consideration of this, you agree that during the term of your BaitCare service and for a period of 12 months after the last date of service:

• You will not directly employ, contract, or engage any BaitCare care professional introduced to you through our platform, without BaitCare's prior written consent;
• You will not encourage or facilitate any BaitCare care professional to terminate their relationship with BaitCare;
• You will not introduce BaitCare care professionals to third parties for direct employment.

A breach of this clause may result in BaitCare seeking damages equivalent to the reasonable cost of recruiting and training a replacement care professional, which the parties agree shall not be less than 500 KD.

Incident Reporting & Complaints

Client safety and satisfaction are our highest priorities. If an incident occurs during a care visit — including any injury, medication error, property damage, or concerning behaviour — please notify BaitCare immediately:

• WhatsApp (urgent): +965 99738268
• Email: care@baitcare.com

BaitCare will acknowledge all incident reports within 24 hours and initiate an investigation within 48 hours of receipt. We are committed to transparent communication throughout the resolution process.

For formal complaints, clients have the right to escalate unresolved issues to the Kuwait Ministry of Health or relevant regulatory authority if they are not satisfied with BaitCare's response.

Confidentiality & Health Information

BaitCare treats all personal and medical information shared with us as strictly confidential. We are committed to handling health information in accordance with internationally recognised data protection principles, including those aligned with HIPAA standards and Kuwaiti data protection regulations.

• Patient medical information is collected solely for the purpose of providing and improving care services.
• Information is shared only with the directly assigned care professional and BaitCare care coordinators on a need-to-know basis.
• We do not sell, trade, or share patient data with third parties for commercial purposes.
• Data is stored securely using Netlify's infrastructure with TLS encryption in transit and at rest.
• Booking data is retained for a period of 2 years for service continuity purposes, after which it is securely deleted.

For full details on how we handle your data, please review our Privacy Policy. You may request access to, correction of, or deletion of your personal data at any time by contacting care@baitcare.com.

Intellectual Property

All content on the BaitCare website, including but not limited to text, images, logos, graphic designs, service descriptions, and software, is the property of BaitCare or its respective licensors and is protected by applicable Kuwaiti intellectual property laws.

You may not reproduce, copy, distribute, modify, publicly display, create derivative works from, or commercially exploit any BaitCare content without our express prior written permission. Permitted personal use (printing a page for reference, for example) does not grant any intellectual property rights.

Limitation of Liability

To the maximum extent permitted by applicable Kuwaiti law, BaitCare's total liability for any claim arising from or relating to these Terms or our services shall not exceed the total amount paid by you to BaitCare in the three months immediately preceding the event giving rise to the claim.

BaitCare is not liable for:

• Indirect, consequential, incidental, special, or punitive damages;
• Loss of profits, revenue, data, or business opportunity;
• Any adverse medical outcome arising from a pre-existing condition or a patient's failure to disclose material medical information;
• Delays or failures in service delivery caused by circumstances beyond our reasonable control, including natural disasters, labour disruptions, government restrictions, or infrastructure failures;
• Actions taken independently by a care professional outside the scope of the agreed care plan;
• Any loss or damage arising from the client's failure to comply with these Terms.

Nothing in these Terms limits BaitCare's liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Indemnification

You agree to indemnify, defend, and hold harmless BaitCare and its officers, directors, employees, affiliates, and care professionals from and against any claims, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your breach of these Terms;
• Your provision of inaccurate or incomplete medical information;
• Unsafe conditions in the home environment that were known to you and not disclosed to BaitCare;
• Your or any household member's violation of applicable law;
• Misuse of BaitCare's services in a manner not contemplated by these Terms.

Governing Law & Dispute Resolution

These Terms of Service are governed by and construed in accordance with the laws of the State of Kuwait. Any dispute, controversy, or claim arising out of or in connection with these Terms, including their validity, interpretation, or performance, shall be subject to the exclusive jurisdiction of the competent courts of Kuwait.

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation for a period of no less than 30 days from the date the dispute is first raised in writing.

Changes to Terms

BaitCare reserves the right to update or modify these Terms at any time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page;
• Notify existing active clients via email or WhatsApp with at least 14 days' notice before the changes take effect;
• Post a clear notice on the BaitCare website.

Continued use of BaitCare's services after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree with the changes, you have the right to terminate your service in accordance with our Cancellation Policy.

Contact Us

If you have questions, concerns, or require clarification about any part of these Terms, please contact us through any of the following channels:

• Email: care@baitcare.com
• WhatsApp: +965 99738268
• Website: www.baitcare.com
• Location: Kuwait City, Kuwait

We aim to respond to all enquiries within one business day.