Sarie AlEnjaz Homecare — Terms and Conditions

Effective Date: November 18, 2025

Location: Riyadh, Kingdom of Saudi Arabia

Welcome to Sarie AlEnjaz Homecare. These Terms and Conditions govern your engagement with our healthcare services, home visits, and digital family portals. By requesting services or accessing our platform, you agree to comply with and be bound by the following terms.

1. Scope of Services

Sarie AlEnjaz Homecare provides comprehensive medical and non-medical home healthcare services in accordance with Ministry of Health (MOH) standards. Our scope of care includes, but is not limited to:

• Skilled Nursing & Post-Operative Care: Wound management, medication administration, C-section recovery, and continuous clinical care.
• Chronic Disease Management & High-Acuity Care: Diabetes monitoring, respiratory support, and ICU-stepdown nursing.
• Elderly & Respite Care: Specialized geriatric care, mobility support, daily living assistance, and companion care.
• Newborn & Maternal Care: Lactation guidance, infant hygiene, night-shift nursing, and post-natal support.
• Wellness at Home: Specialized non-medical well-being treatments, personal grooming support, and dietary guidance.

All services are administered by credentialed caregivers and licensed nursing professionals based on a customized, physician-approved or nursing-assessed Care Plan.

2. Eligibility and Registration

• Legal Capacity: You must be at least 18 years of age or a legally recognized family guardian to enter into this agreement on behalf of a patient.
• Accurate Information: You agree to provide complete, accurate, and up-to-date medical history, emergency contacts, physician orders, and insurance details.
• Account Security: If granted access to our digital patient portal or communication channels, you are responsible for maintaining the confidentiality of your credentials and restricting unauthorized access.

3. Patient and Family Obligations

• Safe Working Environment: The patient’s residence must provide a safe, respectful, and hygienic environment for our clinical and non-clinical staff to perform their duties.
• Immediate Disclosure: The family or primary sponsor must immediately disclose any changes in the patient’s medical condition, infectious status, behavior, or household safety hazards.
• Care Plan Cooperation: The patient and family representatives agree to cooperate with the assigned care team and follow mutually agreed treatment protocols to ensure patient safety and care quality.

4. Payments, Billing, and Rates

• Service Fees: Fees are charged according to our published rate menu or the specific package contract agreed upon during onboarding.
• Payment Terms: Pre-payment or scheduled deposits are required for daily visits, weekly packages, and monthly care tiers. Payments may be made via MADA, Credit Card, Bank Transfer, or approved digital payment portals.
• Insurance Coverage: Where insurance billing applies, clients remain responsible for providing valid documentation. Any co-payments, deductibles, or non-covered services rejected by the insurer remain the sole financial responsibility of the client.

5. Data Privacy and Security

• Regulatory Compliance: Sarie AlEnjaz Homecare processes all personal and medical data in strict alignment with the Saudi Personal Data Protection Law (PDPL) and standards enforced by the National Data Management Office (NDMO).
• Medical Data Use: By engaging our services, you consent to the collection, storage, and processing of medical records necessary to provide safe, coordinated clinical care.
• Data Security: We employ administrative, physical, and technical controls to protect client information. However, transmission over public networks cannot be guaranteed 100% secure against external vulnerabilities.

6. Limitation of Liability & Medical Disclaimer

• Clinical Boundaries: While our care teams provide professional, compassionate support, Sarie AlEnjaz Homecare is not an emergency hospital response unit. In the event of an acute medical emergency, family members must contact Red Crescent (997) or transport the patient to the nearest emergency department.
• Disclaimer: Sarie AlEnjaz Homecare shall not be held liable for clinical complications or adverse events resulting from non-disclosure of medical facts, unauthorized self-medication, or failure to follow physician directives.
• Maximum Liability: To the maximum extent permitted by the laws of Saudi Arabia, our total liability for any claim arising from our services shall not exceed the total fees paid by the client for the specific service period in question.

7. Cancellation, Rescheduling, and Termination

• Notice Period: Service cancellations or schedule shifts must be communicated at least 24 hours prior to the scheduled shift or visit. Cancellations made within less than 24 hours may incur a late cancellation fee or deduction from package credits.
• Immediate Termination: Sarie AlEnjaz Homecare reserves the right to suspend or terminate services immediately if our caregivers encounter unsafe living conditions, harassment, verbal or physical abuse, or non-payment.

8. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws and regulatory frameworks of the Kingdom of Saudi Arabia. Any dispute arising from these terms that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts in Riyadh.

9. Policy Amendments

Sarie AlEnjaz Homecare reserves the right to modify or update these Terms and Conditions at any time. Updated versions will be posted on our platform or provided directly to clients, and continued engagement with our services constitutes acceptance of the revised terms.