Terms of Service

By accessing or using the NurseNow platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of the terms, you may not access the Service.

These Terms apply to all visitors, users, patients, nurses, and others who access or use the Service.

NurseNow is a digital platform that connects patients with certified, qualified nurses for home healthcare services in Kenya. Our services include but are not limited to:

• Home nursing care services
• Elderly care and companionship
• Post-surgical care and wound management
• Chronic disease management
• Medical administration and monitoring
• Palliative care services

To use certain features of the Service, you must register for an account. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Maintain the security of your password and accept all risks of unauthorized access
• Notify us immediately of any unauthorized use of your account
• Be responsible for all activities that occur under your account

You must be at least 18 years old to create an account. For patients under 18, accounts must be created by a parent or legal guardian.

As a patient using NurseNow, you agree to:

• Provide accurate medical information necessary for appropriate care
• Create a safe environment for the nurse to work in
• Treat nurses with respect and professionalism
• Pay for services as agreed upon booking
• Provide necessary medical equipment and supplies as required
• Notify us immediately of any issues or concerns regarding care
• Book and pay for all services exclusively through the NurseNow platform
• Not solicit nurses for services outside the NurseNow platform

As a nurse providing services through NurseNow, you represent and warrant that:

• You hold a valid nursing license from the Nursing Council of Kenya
• You maintain professional liability insurance
• You have the necessary qualifications and experience for services offered
• You will provide services with reasonable care and skill
• You will maintain patient confidentiality at all times
• You will report any safety concerns or incidents immediately
• You will not solicit patients for private arrangements outside the platform
• You will exclusively provide services through the NurseNow platform for clients obtained through the platform
• You will report any attempts by clients to arrange services outside the platform

Nurses are independent contractors, not employees of NurseNow.

To ensure quality, safety, and proper support for all users, NurseNow requires that:

• All nursing services facilitated through initial contact on our platform must be booked and paid for through the NurseNow platform
• Users (both patients and nurses) must not solicit or accept arrangements outside the NurseNow platform
• Any services arranged outside the official NurseNow portal are strictly prohibited

If you encounter any user attempting to arrange services outside the platform, please report them immediately to safety@nursenowservices.com.

Booking Process

All bookings must be made through the NurseNow platform. We offer various payment methods including:

• MPESA
• Credit/Debit Cards
• Bank Transfers

Service Fees

NurseNow charges a service fee for each completed booking. This fee is:

• 20% of the total booking amount

Payment Schedule for Caregivers

Payments to nurses/caregivers are processed within 24-48 hours after successful completion of services.

• Standard Processing: 24 hours for MPESA payments
• Bank Transfers: 24-48 hours depending on the recipient's bank
• Weekend Processing: Payments completed on weekends will be processed by the next business day

All payments are processed after verification of service completion, minus the platform fee of 20%.

Cancellation Policy

• More than 24 hours notice: Full refund
• 12-24 hours notice: 50% refund
• Less than 12 hours notice: No refund
• No-show by nurse: Full refund + credit for next booking

Refund Process

Refunds are processed within 7-10 business days to the original payment method.

You agree not to use the Service to:

• Harass, abuse, or harm another person
• Engage in any unlawful or fraudulent activity
• Upload or transmit viruses or malicious code
• Attempt to gain unauthorized access to our systems
• Interfere with the proper working of the Service
• Circumvent any security measures
• Misrepresent your identity or qualifications
• Solicit or arrange services outside the NurseNow platform to circumvent platform fees or protections
• Attempt to contact other users for off-platform arrangements

Violation of these conduct rules may result in immediate termination of your account and forfeiture of any pending payments.

Your privacy is important to us. Please review our Privacy Policy which explains how we collect, use, and protect your personal information.

We comply with the Data Protection Act, 2019 of Kenya and are committed to protecting your personal data.

To the maximum extent permitted by law, NurseNow shall not be liable for:

• Any indirect, incidental, special, or consequential damages
• Loss of profits, data, or use
• Damages related to the quality of nursing services provided
• Any actions or omissions of nurses or patients
• Service interruptions or technical issues
• Any arrangements or services conducted outside the NurseNow platform
• Disputes arising from off-platform arrangements between users

We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms, particularly regarding off-platform arrangements.

Upon termination, your right to use the Service will immediately cease. Any pending payments may be forfeited if termination is due to violation of platform exclusivity rules. If you wish to terminate your account, you may simply discontinue using the Service.

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days' notice prior to any new terms taking effect.

By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms.

These Terms shall be governed and construed in accordance with the laws of Kenya, without regard to its conflict of law provisions.

Any disputes arising from these Terms or use of our Service shall be subject to the exclusive jurisdiction of the courts of Kenya.

If you have any questions about these Terms, please contact us:

For reporting off-platform arrangement attempts or safety concerns, email: safety@nursenowservices.com