Al Durrah Home Healthcare - Terms of Service

1. Acceptance of Terms

By using our services, you agree to be bound by these Terms and our Privacy Policy. Services are provided by Al Durrah Home Healthcare.

2. Services Provided

Medical nursing care (wound care, injections, etc.)
Chronic disease management (diabetes, hypertension, etc.)
Post-surgical rehabilitation
Remote monitoring and online consultations (subject to availability)

Note: Our services do not include emergency or surgical care. In case of emergency, please call the UAE Ambulance at 998.

3. Patient/Guardian Responsibilities

Provide accurate and updated medical history
Ensure a safe environment for our staff
If health insurance is available, it must cover home healthcare services; otherwise, the patient bears full costs

4. Medical Disclaimer

We adhere to Dubai Health Authority protocols, but we are not liable for:

Complications arising from pre-existing conditions
Failure to follow prescribed treatment plans
Material damages unless caused by staff negligence

5. Critical Care Protocol

Service may be discontinued, and the patient may be referred to a hospital in the following cases:

Sudden deterioration of health condition
Unstable vital signs

All hospital transfer and treatment costs are the responsibility of the family.

6. Staff Protection

Threats, abuse, or discrimination against staff are strictly prohibited
Any violation may result in immediate termination of service and legal action

7. Financial Terms & Refund/Cancellation Policy

7.1 Billing & Payment

Invoices must be paid within 7 days

7.2 Cancellation by the Company

Before service begins: Full refund or option to reschedule
After service begins: Partial refund proportional to the unused portion, or rescheduling upon client’s request

7.3 Cancellation by the Client

At least 24 hours before the appointment: No charge
Between 24 and 4 hours before the appointment: 15% fee
Within 4 hours or after the session has started: 25% fee
After service has started: Charges are calculated based on the original service price and the number of sessions/days completed. Any remaining balance will be refunded to the client

7.4 Packages & Subscriptions

The same cancellation rules apply, with charges calculated based on the number of sessions/days already delivered at the original package price.

7.5 Force Majeure

In case of unforeseen circumstances (e.g., natural disasters, government directives, or sudden illness), both parties may agree to reschedule, receive a full refund, or a partial refund proportional to the service delivered
Supporting documents may be required as proof

7.6 Refund Request Procedure

Requests must be submitted via:
- Email: info@aldurrahcare.ae
- Phone: +971 54 212 3200
Required details: booking reference, client name, service date and time, and invoice details
The company will acknowledge receipt within 48 business hours
Refunds will be processed within 7–14 business days (actual posting depends on the bank or payment provider)

7.7 Refund Method & Fees

Refunds are made to the original payment method unless otherwise agreed
Administrative or bank processing fees may be deducted if clearly disclosed during payment
Taxes and government fees are applied as per UAE law and are shown on the invoice

8. Data Privacy

Patient data is protected under the UAE Personal Data Protection Law (2021). Data may be shared with:

Treating physicians (with written consent)
Government authorities, if legally required

9. Legal Compliance

No unauthorized services may be provided outside of Dubai Health Authority regulations (e.g., prescribing medication without official reports). Violations may lead to legal action.

10. Dispute Resolution

These Terms may be updated via our website or by email
Governing law: Dubai, United Arab Emirates
Jurisdiction: Dubai Courts
Last updated: 7 May 2025