terms&conditions

Brief Introduction: Thank you for choosing Ontime Care. Below are some points that should be clarified before starting the recommended service: Ontime Care is a home healthcare and medical services company based in Riyadh, Saudi Arabia: Our mission is to provide comprehensive and compassionate home healthcare services to improve the quality of life. Our vision is to become the trusted choice for healthcare, providing personalized care and well-being to meet all your needs. Our core values ​​are: Excellent Care, Respect, Team Spirit, Discipline, and Excellence. Article 1: General Terms: 1.1 The care assistant provided by Ontime Care is bound by an employment or secondment contract. The client is authorized to manage and supervise the care assistant and is not entitled to any financial rights beyond what is stipulated in the contract. The contract shall be the reference for interpretation in case of any dispute not mentioned in the contract. In the event of a complaint by the care assistant to the competent authorities, the client is obligated to appear whenever requested by Ontime Care or the competent authorities. 2.1 The client must not exploit, coerce, threaten, or take advantage of the vulnerability of the home care assistant, nor may they rent out or employ her services to others, or cause her to escape in any way, including through coercion, deception, or exploitation of her vulnerability, in accordance with the Saudi Anti-Human Trafficking Law issued by Royal Decree No. M/40 dated 21/7/1430 AH. If any of the aforementioned violations are proven, OnTime Care has the right to take the necessary internal measures against the client, which include immediately suspending the service without any financial compensation or refunds, and/or notifying the relevant regulatory authorities. 1.3 The client bears full legal and regulatory responsibility if the care assistant carries out a direct order from the client or a member of their family that violates Sharia law or regulations, involves high risks, is negligent, or directs them to use equipment, machinery, or vehicles not authorized for the care assistant's use, resulting in violations, fines, or injuries. This action incurs liability for the care assistant and places them in a financial or legal position towards third parties or competent authorities, and this liability is proven. 1.4 Ontime Care Company assumes responsibility for the terms of this contract, except for violations of Sharia law, financial regulations, legal principles, or criminal offenses committed by the care assistant that result in penalties or compensation. The care assistant bears direct responsibility for these violations, and the client has the right to refer the matter to the responsible authorities and pursue legal action against them. 1.5 The client is obligated to pay all dues to Ontime Care Company by the payment date specified in the contract without any delay. The client is not entitled to deduct any amounts from the payment due to Ontime Care Company for any reason whatsoever without the agreement of both parties. 1.6 OnTime Care is obligated to cease collecting any previously imposed fees from the client as of the date of reduction or cancellation. The client shall bear any additional or new fees imposed after the signing of this contract, effective from the date of their imposition on OnTime Care. The client must be notified of any financial increases stipulated in the contract. 1.7 The client agrees to provide Ontime Care with any information or data it requests to establish, review, and/or manage an account with the company. The client also authorizes Ontime Care to obtain any necessary information pertaining to the client, their account, or any other account held by Ontime Care from the Saudi Credit Bureau (SIMAH). Furthermore, the client agrees that Ontime Care may disclose information pertaining to the client, their account, or any other account held by the client to SIMAH, in accordance with the membership agreement, the approved rules of procedure for information exchange, and/or to any other entity approved by the Saudi Arabian Monetary Authority (SAMA). 1.8 Neither party to this contract shall be liable for any damage or loss incurred by the other party as a result of force majeure affecting the performance of service obligations. Force majeure is defined as any event beyond the reasonable control of the party affected, which could not have foreseen the event at the time of entering into the contract or prevented it after its occurrence, such as acts of war, military action, revolutions, floods, volcanic eruptions, earthquakes, epidemics, and the like, or decisions by the Saudi government or the governments of countries sending aid that force OnTime Care to be unable to fulfill its contractual obligations or alter any of its terms. Force majeure is defined as any event beyond the reasonable control of the party affected by the event and which could not have been foreseen at the time of entering into the contract or prevented after its occurrence, such as acts of war, military action, revolutions, floods, volcanic eruptions, earthquakes, epidemics, and the like, or decisions by the Saudi government or the governments of countries sending aid that force OnTime Care to be unable to fulfill its contractual obligations or alter any of its terms. 1.9 The service fee and duration are calculated from the same day the service begins, for a full month, with 12 working hours per day and 7 working days per week, or less than the stated fee by agreement between the two parties. 1.10 OnTime Care has the right to replace the caregiver with another caregiver in the following cases: 1.10.1 Weekly rest day (at an additional cost) 1.10.2 Official holidays of the caregiver (at an additional cost) 1.10.3 Sick leave 1.10.4 Expiration of the caregiver's contract with OnTime Care Article Two: Service Contract Management: 2.1 Appointment Postponement and Temporary Service Suspension Policy 2.1.1 If the client wishes to postpone a service appointment or temporarily suspend service, OnTime Care must be notified at least 24 hours in advance of the visit, except for weekends, which require 48 hours in advance. 2.1.2 If the client requests a temporary suspension of service, the contract remains valid, and the client is not entitled to request the permanent appointment of the caregiver. 2.1.3 If the client requests a postponement of service before its commencement, the service start date will be considered the original start date, without any refunds. 2.1.4 If the client requests a replacement, this request is subject to the availability of qualified personnel.