Terms of Service

01 Acceptance of terms

By accessing or using the Care Nest website, mobile applications or services (the "Platform"), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, please do not use the Platform. You must be at least 18 years old to create an account.

02 Our role

Care Nest is a marketplace that connects families ("Customers") with independent caregivers, nurses and medical escorts ("Caregivers"). We facilitate discovery, booking, communication and payment.

03 Accounts

• You are responsible for keeping your account credentials secure
• You agree to provide accurate, current and complete information
• You are responsible for all activity that occurs under your account
• Notify us immediately of any unauthorised use

04 Bookings & payment

When you book through the Platform, you agree to pay the rates shown, plus any applicable service fee, in Malaysian Ringgit (RM). We accept FPX online banking, credit/debit cards, Touch 'n Go eWallet and GrabPay.

• Your card is authorised (held) when you book and only charged once the caregiver accepts the booking
• Funds are released to the caregiver after the visit is completed
• A service fee applies to each booking, shown before you confirm
• Rates are set by caregivers and may vary by experience and location

05 Cancellation & refunds

• Pending bookings (not yet accepted by the caregiver) can be cancelled at any time before the caregiver accepts. Your card was only authorised, never charged, so the hold is released and you pay nothing
• Confirmed bookings (accepted by the caregiver and charged) can be submitted for a cancellation request up to 24 hours before the scheduled start time. Our team reviews each request; if approved, 50% of the amount paid is refunded
• Confirmed bookings can no longer be cancelled within 24 hours of the scheduled start time
• If a caregiver cancels or does not arrive, you receive a full refund or a replacement at no extra cost
• Our service guarantee covers visits that do not meet reasonable expectations: contact support within 24 hours

06 User conduct

You agree not to:

• Arrange payment outside the Platform to avoid fees
• Provide false information or impersonate others
• Harass, abuse or discriminate against any caregiver or user
• Use the Platform for any unlawful purpose

07 Caregiver terms

Caregivers must hold valid credentials, pass our verification, and provide services professionally and safely. Caregivers set their own rates and availability, are paid weekly, and are responsible for their own taxes and insurance where applicable.

08 Limitation of liability

To the fullest extent permitted by Malaysian law, Care Nest is not liable for the acts or omissions of independent caregivers, nor for indirect or consequential damages arising from use of the Platform. Our total liability for any claim is limited to the value of the booking giving rise to the claim. Nothing in these terms excludes liability that cannot be excluded by law.

09 Termination

You may close your account at any time. We may suspend or terminate access if these terms are breached, or to protect the safety and integrity of the Platform. Provisions that by their nature should survive termination will continue to apply.