服務條款及細則
最後更新日期：8/5/2026
重要通知
請仔細閱讀本條款及細則。當您提交預約申請，即表示您明確確認並同意，ReaCare 僅為平台營運者，並不自行提供護理服務。護理專業人員為獨立承包商，並非 ReaCare 的僱員。
本條款及細則（「條款及細則」）構成您（「客戶」或「您」）與 ReaCare Health Limited（「ReaCare」、「我們」或「本公司」）之間具有法律約束力的協議。
1. 引言
本條款及細則（「條款及細則」）載明 ReaCare 同意向您提供服務（定義見第2條）所依據的條款。
當您預約服務，即表示您同意：
- 您已閱讀本條款及細則，並具有權限同意並確實同意受其約束；
- 您同意我們按照《服務知情同意及個人資料收集聲明》使用資料；
- 您完全知悉服務的性質及其限制。
2. 定義及釋義
以下定義無論單數或複數均具有相同涵義：
- 「護理專業人員」指由 ReaCare 介紹及／或促成向客戶及／或服務對象提供服務的護士、保健員、起居照顧員、護送員／陪診員或治療師。
- 「服務對象」指接受服務的人士。
- 「平台」指用於促進護理專業人員與服務對象之間預約及溝通的 ReaCare 網站、流動應用程式（如有）及／或預約系統。
- 「服務」指護理專業人員根據已預約服務向服務對象提供的護送、家居照顧、護理及復康服務（包括但不限於物理治療及言語治療）。
- 「預約申請」指客戶透過 WhatsApp、電郵、平台或 ReaCare 接受的其他渠道提交以安排服務的申請。
- 「預約確認」指 ReaCare 載明已預約日期、時間、地點、服務範圍及已預約服務費用的確認訊息（透過 WhatsApp、電郵或平台）。
- 「已預約服務」指客戶要求並經 ReaCare 在預約確認中確認的特定服務節次。
- 「已預約服務費用」指預約確認及／或發票所載已預約服務的總費用，包括任何適用的平台費用。
- 「預定開始時間」指預約確認所載已預約服務的開始時間。
- 「預定結束時間」指預約確認所載已預約服務的結束時間。
- 「限制期」具有第5.4(a)條所賦予的涵義。
- 「條款及細則」指本條款及細則，經 ReaCare 不時修訂。
3. 服務的性質及範圍（平台角色）
3.1 您與 ReaCare 的關係
您確認並同意，ReaCare 僅作為平台營運者，將客戶與護理專業人員連繫，並提供預約協調、帳單管理及相關支援服務。
3.2 不提供醫療建議
ReaCare 不提供醫療建議、診斷或治療。ReaCare 編製的任何照顧計劃、時間表、協調備註或初步評估僅供協調及後勤用途，並不構成專業醫療建議。
3.3 所建立的關係
護理服務的提供在客戶（及／或服務對象）與護理專業人員之間建立直接的合約關係。ReaCare 僅作為中介，以促進預約協調、帳單管理及意見回饋管理。ReaCare 不會指示、監督或控制護理專業人員的臨床評估、專業決策、工作方法或現場執行職務。
3.4 客戶確認
客戶確認並同意：
- ReaCare 為平台營運者，並不自行提供照顧、護理、醫療或治療服務；
- ReaCare 無法監督、指示或監察護理專業人員在現場提供服務；
- 客戶聘用護理專業人員提供服務，在客戶（及／或服務對象）與護理專業人員之間建立直接的合約關係；及
- 客戶在已預約服務開始前已有機會自行確認護理專業人員的合適性。
3.5 獨立承包商
您明確確認，護理專業人員為獨立承包商，並非 ReaCare 的僱員、代理人或合夥人。
3.6 專業自主
雖然 ReaCare 可審核護理專業人員的資格，但護理專業人員在提供服務時行使其本身的專業判斷。ReaCare 不會控制護理專業人員執行特定臨床、醫療、護理或照顧職務的方式或方法。
3.7 平台責任限制
客戶確認，ReaCare 作為平台營運者，並不監督或控制護理專業人員在現場提供服務。在第9.3條的規限下，ReaCare 對任何護理專業人員在向客戶或服務對象提供服務過程中的任何作為、不作為、疏忽、不當行為或失責概不負責。為免生疑問，本條款並不排除或限制因 ReaCare 的疏忽而導致的死亡或人身傷害的責任。
4. 預約及評估
4.1 初步評估
ReaCare 可進行初步評估以配對合適的護理專業人員。此項評估完全取決於客戶所提供資料的準確性及完整性。
4.2 配對
ReaCare 將盡合理努力介紹適合客戶所述需要的護理專業人員，但不保證任何特定人士的可供應性。
5. 客戶的義務
5.1 安全環境
客戶必須為護理專業人員提供安全、合適及衞生的工作環境（包括但不限於妥善看管寵物及確保處所沒有健康危害）。
5.2 全面及坦誠披露
客戶必須披露服務對象所有相關的臨床狀況、病歷、行為問題（包括暴力、攻擊性或性騷擾風險）及傳染病（如有）。未能披露該等資料構成對本條款及細則的重大違反。
客戶進一步聲明及保證，如服務對象為未成年人，或屬於或可能屬於《精神健康條例》(第136章) 所指的精神上無行為能力的人（「精神上無行為能力的病人」或「MIP」）（不論是因認知障礙症、嚴重認知功能損害或任何其他影響決定能力的狀況），客戶 (i) 具有一切適當的法律權限要求服務並代表服務對象同意服務（該等權限可包括（如適用）任何持久授權書、根據《精神健康條例》(第136章) 作出的任何監護令、作為最近親屬的任何權限，或任何其他法律認可的權限），及 (ii) 須應 ReaCare 的要求，提供該等權限的合理文件證明。ReaCare 及護理專業人員有權依賴此項保證，並可在此項保證被違反或看似被違反時，拒絕或終止服務而無須承擔任何責任。
5.3 供應品的提供
除非另有書面協議，客戶須負責提供服務所需的一切耗材（例如手套、尿片、傷口敷料）及醫療設備。
5.4 不招攬
(a) 限制期。 在本條款及細則的有效期內及最近一次已預約服務完成後九(9)個月期間（「限制期」），客戶不得在未經 ReaCare 事先書面同意下，聘用任何透過平台介紹予客戶的護理專業人員提供 ReaCare 所提供類別的服務（不論是向服務對象或其他人士），不論是 (i) 直接繞過平台，或 (ii) 透過任何其他中介機構、中介人或第三方。
(b) 算定損害賠償。 如違反第5.4(a)條，客戶須向 ReaCare 支付港幣20,000元作為算定損害賠償，此金額為對倘若該聘用透過平台進行 ReaCare 本應賺取的平台服務費用及相關行政成本的真誠預先估算。
(c) 買斷選項。 客戶可在限制期內任何時間，以書面通知 ReaCare，選擇於平台以外聘用護理專業人員，惟須向 ReaCare 支付一次性介紹費港幣15,000元（「買斷費」）。支付後，限制期就該護理專業人員不再適用，且無須根據第5.4(b)條支付任何算定損害賠償。
6. 費用及付款
6.1 發票／費用收取
ReaCare 可代護理專業人員及為其本身的平台費用開立發票及／或收取已預約服務費用。
6.2 付款條款及條件
(a) 須預先付款： 除非另有書面協議，客戶須在預約確認後24小時內全數繳付已預約服務費用。預約須於全數付款後方獲確認。 在收到付款前，ReaCare 並無義務預留或保留任何護理專業人員。
(b) 醫療預約時間難以預測及自動延長： 由於醫院及診所的醫療覆診、診症或程序具有固有的不可預測性，實際服務時間可能超過預定結束時間。為確保對客戶的持續照顧，如服務超過預定時間，服務時間及相關費用將按 ReaCare 的標準延長收費自動延長，惟須視乎護理專業人員的時間安排及可供應性而定。
延長的服務時間將以每十五(15)分鐘為一節計算及收費。任何不足十五(15)分鐘的部分時間將向上進位並嚴格按一個完整的15分鐘節次收費。
(c) 選擇退出及即場離開： 如客戶或其授權代表不希望產生額外費用並拒絕延長服務，必須在預定結束時間前至少15分鐘明確通知 ReaCare 或護理專業人員。在收到該通知後，護理專業人員獲授權嚴格在預定結束時間結束服務並離開處所／地點，而不論醫療預約的進度如何。
(d) 即場離開的責任豁免： 如客戶根據第6.2(c)條選擇在預定結束時間終止服務，而醫療程序或預約仍在進行中，客戶確認，ReaCare 及護理專業人員均無須對客戶或服務對象在該離開後的後續安全、醫療結果或交通安排負責。為免生疑問，本條款並不排除或限制因疏忽而導致的死亡或人身傷害的責任。
6.3 暫停
如有任何款項逾期未付，ReaCare 保留立即暫停一切日後服務的權利。
6.4 已提供服務不設退款
已提供服務的費用不可退還。此規定不影響第7條就尚未開始的已預約服務所訂的取消政策。
7. 預約、取消、缺席及惡劣天氣政策
7.1 客戶取消及改期
客戶確認，護理專業人員特地為客戶預留時間。任何取消或改期要求必須透過預約確認所述渠道（例如 WhatsApp／電郵／平台）提交予 ReaCare。取消費用按預定開始時間計算：
- 在預定開始時間前至少48小時：不收取消費用。全額退還已預約服務的任何預付款項。
- 在預定開始時間前少於48小時但至少24小時：退還50%（即客戶須支付已預約服務費用的50%）。
- 在預定開始時間前少於24小時，包括當日取消：不設退款（即客戶須支付已預約服務費用的100%）。
7.2 客戶遲到、無法進入及缺席
(a) 寬限期及聯絡嘗試： 如護理專業人員在預定開始時間到達指定服務地址但無法進入處所，護理專業人員將等候最多30分鐘的寬限期。在此期間，護理專業人員及／或 ReaCare 將積極嘗試透過電話或平台聯絡客戶及其指定緊急聯絡人。
(b) 客戶遲到： 如在服務時段內成功獲准進入處所（例如客戶遲到），服務將繼續進行。然而，服務將嚴格在原定預定結束時間結束。不會就因客戶延誤而損失的時間作出補償，亦不會提供部分退款。
例外： 除非客戶與護理專業人員雙方同意延長服務時間。任何此類延長必須透過 ReaCare 平台正式提出要求、記錄及付款，並須視乎護理專業人員的可供應性及適用的延長費用而定。
(c) 缺席的宣告： 如在30分鐘寬限期後客戶仍無法聯絡，且一切合理聯絡嘗試均告失敗，則正式視為「缺席」。護理專業人員獲授權離開處所，客戶須嚴格承擔已預約服務費用的100%而不設任何退款。
7.3 惡劣天氣安排（香港天文台信號）
- 八號或以上颱風信號／黑色暴雨警告：
- 服務前： 如在預定開始時間前2小時內任何時間該信號／警告仍然生效，已預約服務將自動取消，並不收取消費用。
- 服務期間： 護理專業人員可留在客戶處所直至可安全離開為止，或如有安全的交通工具且情況安全，可提早離開。
- 三號颱風信號／黃色或紅色暴雨警告：
服務按原定計劃進行，除非 ReaCare 及／或護理專業人員合理地認為特定安全顧慮需要作出調整。
- 自願在附加費下提供服務（八號／黑色暴雨）：
儘管有第7.3(a)條的規定，如客戶要求服務繼續進行，而護理專業人員在八號或以上颱風信號或黑色暴雨警告下自願同意提供服務，已預約服務費用將按標準收費的200%收取。此外，客戶須全數償還護理專業人員為往返服務地點而產生的實際及合理交通費用（例如的士車費）。
7.4 特殊情況
如服務對象突然入院或離世，ReaCare 可在提供有效文件證明（例如入院紙或死亡證）後，全權酌情豁免取消費用。
8. 有關護送服務的特定條款及細則（包括按小時收費及延長）
本第8條適用於護送／陪診服務（「護送服務」）及任何其他以按時間計算的出勤為主要交付內容的已預約服務。
8.1 交通費用
客戶須承擔及支付服務對象所產生的一切公共交通費用。除非另有書面協議，客戶亦須承擔及支付護理專業人員在護送服務期間（包括作為護送服務一部分而與服務對象一同進行的行程）的交通費用。
8.2 護送服務的結束
除非預約確認另有說明，護送服務一般在服務對象安全抵達家中或服務對象指定的任何其他地址時結束。
8.3 提早完成
如護送服務因任何原因（包括但不限於醫療預約提早完成）較預約時間提早結束，客戶仍須就預約時間支付全額已預約服務費用。
8.4 延長（超時）
如客戶在護送服務期間要求延長，任何額外時間將按實際所用時間及適用於已預約服務的每小時收費計算。護理專業人員有權因其時間安排、安全考慮或其他合理原因拒絕任何延長要求。 客戶確認並接受延長可能無法實現的風險。
8.5 按小時收費及進位規則
護送服務以每十五(15)分鐘為一節收費。 超出已完成節次而不足十五(15)分鐘的任何部分時間，將向上進位並嚴格按一(1)個額外的15分鐘節次收費。
例如：
- 2小時5分鐘 → 向上進位並按 2小時15分鐘收費
- 2小時20分鐘 → 向上進位並按 2小時30分鐘收費
8.6 實務排程建議
為減低需要延長的可能性，建議客戶預約時預留合理的緩衝時間，以確保安排更為順暢。
9. 責任限制
9.1 責任上限
在適用法律允許的最大範圍內，ReaCare 就因本條款及細則、平台或服務而引起或與之相關的任何申索（不論基於合約、侵權、疏忽或其他）對客戶的總體累計責任，以客戶就引起申索的特定已預約服務所支付的已預約服務費用總額為上限。
9.2 損害賠償的排除
在第9.3條的規限下，ReaCare 在任何情況下均不對任何間接、附帶、特殊、後果性或懲罰性損害賠償負責，包括但不限於利潤、資料、商譽或商業機會的損失。
9.3 例外情況
本條款及細則並不排除或限制因疏忽而導致的死亡或人身傷害的責任，或就欺詐或欺詐性失實陳述的責任。本條款不得被解釋為就任何護理專業人員的作為或不作為向 ReaCare 施加責任。
10. 彌償
客戶同意就因以下事項而引起或以任何方式與之相關的任何申索、責任、損害、損失及開支（包括合理法律費用），向 ReaCare 及其董事、高級人員及代理人作出彌償、抗辯並使其免受損害：
- 客戶違反本條款及細則；
- 客戶提供虛假或誤導性資料；
- 因不安全環境或客戶／服務對象的行為而對護理專業人員造成的任何傷害或損害；
- 任何第三方就客戶在已預約服務方面的作為或不作為而提出的任何申索。
在任何該等申索、損失或責任源於 ReaCare 本身的疏忽或違反本條款及細則的範圍內，本彌償不適用。
11. 資料保護
11.1 資料保護
各方須就因服務而收集、持有、處理或使用的所有個人資料，遵守《個人資料(私隱)條例》(第486章) 及其附表1所載的保障資料原則。
11.2 個人資料的使用
客戶確認，就服務而收集的服務對象個人資料及健康資料屬於敏感個人資料。ReaCare 須僅為安排及管理已預約服務的目的使用該等資料，並不得向任何第三方披露，但下列情況除外：
- 相關護理專業人員，以提供服務所需的範圍為限；或
- 法律所要求者。
12. 爭議解決
12.1 投訴期
任何關於已預約服務的投訴必須在事件發生後十四(14)個工作天內以書面向 ReaCare 報告。
12.2 ReaCare 在爭議中的角色
ReaCare 在爭議中的角色僅限於促進溝通，並在可行情況下全權酌情安排替代的護理專業人員。除適用法律要求外，ReaCare 並無義務就對護理專業人員服務質素的不滿提供財務補償。
13. 帳戶結束
客戶可隨時以書面通知 ReaCare 結束其帳戶。如客戶違反本條款及細則，或 ReaCare 合理地認為基於安全或監管理由有此需要，ReaCare 可立即暫停或終止客戶的帳戶。結束帳戶並不取消任何已確認的已預約服務——客戶就任何未按第7條取消的已預約服務，仍須根據本條款及細則承擔責任。第5.4、9、10及11條於終止後繼續有效。
14. 適用法律及司法管轄權
本條款及細則受香港特別行政區法律管轄並據其解釋。
任何因本合約而引起或與之相關的爭議、爭執、分歧或申索，包括其存在、有效性、解釋、履行、違反或終止，或任何因本合約而引起或與之相關的非合約義務的爭議，均須受香港特別行政區法院的專屬司法管轄權管轄。
15. 語言
如本服務條款及細則的英文版本與中文版本有任何衝突或不一致，概以英文版本為準。
Terms and Conditions for Services of ReaCare Health Ltd (“ReaCare”)
Last Updated: 8/5/2026
Important Notice
IMPORTANT NOTICE: PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY PLACING A BOOKING REQUEST, YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT REACARE IS A PLATFORM OPERATOR ONLY AND DOES NOT ITSELF PROVIDE CARE SERVICES. CARE PROFESSIONALS ARE INDEPENDENT CONTRACTORS AND ARE NOT EMPLOYEES OF REACARE.
These Terms and Conditions (“Terms and Conditions”) constitute a legally binding agreement between you (“Client” or “You”) and ReaCare Health Limited (“ReaCare”, “We”, or “Us”).
1. Introduction
These Terms and Conditions (the “Terms and Conditions”) set out the terms on which ReaCare agrees to make available the Services (defined in section 2) to you.
By making a booking for the Services, you agree that:
- You have read these Terms and Conditions and have the authority to and do agree to be bound by them;
- You consent to our use of information in accordance with our Service Informed Consent & Personal Data Collection Statement;
- You are fully aware of the Service nature and its limitations.
2. Definitions and Interpretation
The following definitions have the same meaning whether they are singular or plural:
- “Care Professional” means the nurse(s), health worker(s), personal care worker(s), escort/attendant(s), or therapist(s) introduced and/or facilitated by ReaCare to provide services to the Client and/or the Care Recipient.
- “Care Recipient” means the person receiving the Service.
- “Platform” means the ReaCare website, mobile application (if any), and/or booking system used to facilitate bookings and communications between the Care Professional and the Care Recipient.
- “Service” means the escort, home care, nursing, and rehabilitation services (including but not limited to physiotherapy and speech therapy) to be provided by the Care Professional to the Care Recipient under a Booked Service.
- “Booking Request” means a request submitted by the Client through WhatsApp, email, the Platform, or other channels accepted by ReaCare to arrange a Service.
- “Booking Confirmation” means ReaCare’s confirmation message (via WhatsApp, email, or the Platform) stating the booked date, time, location, service scope, and the Booked Service Fee.
- “Booked Service” means the specific service session requested by the Client and confirmed by ReaCare in the Booking Confirmation.
- “Booked Service Fee” means the total fees for the Booked Service as stated in the Booking Confirmation and/or invoice, including any applicable platform fees.
- “Scheduled Start Time” means the start time of the Booked Service as stated in the Booking Confirmation.
- “Scheduled End Time” means the end time of the Booked Service as stated in the Booking Confirmation.
- “Restricted Period” has the meaning given in Clause 5.4(a).
- “Terms and Conditions” means these Terms and Conditions, as amended from time to time by ReaCare.
3. Nature and Scope of Service (Platform Role)
3.1 Your Relationship with ReaCare
You acknowledge and agree that ReaCare acts solely as a platform operator to connect Clients with Care Professionals and to provide booking coordination, billing administration, and related support services.
3.2 No Medical Advice
ReaCare does not provide medical advice, diagnosis, or treatment. Any care plan, schedule, coordination notes, or preliminary assessment prepared by ReaCare is for coordination and logistical purposes only and does not constitute professional medical advice.
3.3 Relationship Created
The provision of care services creates a direct contractual relationship between the Client (and/or the Care Recipient) and the Care Professional. ReaCare acts solely as an intermediary to facilitate booking coordination, billing administration, and feedback management. ReaCare does not direct, supervise, or control the Care Professional’s clinical assessment, professional decision-making, method of work, or on-site execution of duties.
3.4 Client Acknowledgement
The Client acknowledges and agrees that:
- ReaCare is a platform operator and does not itself provide care, nursing, medical, or therapeutic services;
- ReaCare is not in a position to supervise, direct, or oversee the on-site delivery of Services by the Care Professional;
- the Client’s engagement of the Care Professional for the provision of Services creates a direct contractual relationship between the Client (and/or the Care Recipient) and the Care Professional; and
- the Client has had the opportunity to satisfy themselves as to the suitability of the Care Professional before the commencement of the Booked Service.
3.5 Independent Contractors
You expressly acknowledge that Care Professionals are independent contractors and are not employees, agents, or partners of ReaCare.
3.6 Professional Autonomy
While ReaCare may vet Care Professionals for qualifications, the Care Professional exercises their own professional judgment in delivering services. ReaCare does not control the manner or method by which the Care Professional performs specific clinical, medical, nursing, or care tasks.
3.7 Limitation of Platform Liability
The Client acknowledges that, as a platform operator, ReaCare does not supervise or control the Care Professional’s on-site delivery of services. Subject to clause 9.3, ReaCare shall not be liable for any acts, omissions, negligence, misconduct, or default of any Care Professional in the course of providing services to the Client or Care Recipient. For the avoidance of doubt, nothing in this clause excludes or limits liability for death or personal injury resulting from ReaCare’s negligence.
4. Booking and Assessment
4.1 Preliminary Assessment
ReaCare may conduct a preliminary assessment to match a suitable Care Professional. This assessment depends entirely on the accuracy and completeness of the information provided by the Client.
4.2 Matching
ReaCare will use reasonable endeavors to introduce a Care Professional suitable for the Client’s stated needs but does not guarantee the availability of any specific individual.
5. Client’s Obligations
5.1 Safe Environment
The Client must provide a safe, suitable, and hygienic environment for the Care Professional to work (including but not limited to securing pets and ensuring premises are free from health hazards).
5.2 Full and Frank Disclosure
The Client must disclose all relevant clinical condition, medical history, behavioral issues (including violence, aggression, or sexual harassment risks), and infectious diseases of the Care Recipient (if any). Failure to disclose such information constitutes a material breach of these Terms and Conditions.
The Client further represents and warrants that, if the Care Recipient is a minor or is or may be a mentally incapacitated person within the meaning of the Mental Health Ordinance (Cap. 136) (a “Mentally Incapacitated Patient” or “MIP”), whether by reason of dementia, severe cognitive impairment, or any other condition affecting decisional capacity, the Client (i) has all appropriate legal authority to request the Services and to consent to the Services on behalf of the Care Recipient (such authority may include, as applicable, any enduring power of attorney, any guardianship order made under the Mental Health Ordinance (Cap. 136), any authority as nearest relative, or any other legally recognised authority), and (ii) shall, on ReaCare’s request, provide reasonable documentary evidence of such authority. ReaCare and the Care Professional are entitled to rely on this warranty and may decline or discontinue the Services without liability where this warranty is, or appears to be, breached.
5.3 Provision of Supplies
Unless otherwise agreed in writing, the Client is responsible for providing all necessary consumables (e.g., gloves, diapers, wound dressing materials) and medical equipment required for the Service.
5.4 Non-solicitation
(a) Restricted Period. During the term of these Terms and Conditions and for a period of nine (9) months after completion of the most recent Booked Service (the “Restricted Period”), the Client shall not, without ReaCare’s prior written consent, engage any Care Professional introduced to the Client through the Platform to provide services of a kind offered by ReaCare (whether to the Care Recipient or otherwise), whether (i) directly, bypassing the Platform, or (ii) through any other agency, intermediary or third party.
(b) Liquidated Damages. In the event of a breach of Clause 5.4(a), the Client shall pay ReaCare HK$20,000 as liquidated damages, representing a genuine pre-estimate of the platform service fees and related administrative costs that would otherwise have accrued to ReaCare had the engagement proceeded through the Platform.
(c) Buyout Option. The Client may, by written notice to ReaCare at any time during the Restricted Period, elect to engage a Care Professional outside the Platform on payment to ReaCare of a one-time referral fee of HK$15,000 (the “Buyout Fee”). On payment, the Restricted Period shall cease to apply in respect of that Care Professional, and no liquidated damages shall be payable under Clause 5.4(b).
6. Fees and Payment
6.1 Invoicing / Fee Collection
ReaCare may invoice and/or collect the Booked Service Fee on behalf of the Care Professional and for its own platform fees.
6.2 Payment Terms and Conditions
(a) Prepayment Required: Unless otherwise agreed in writing, the Client must settle the Booked Service Fee in full within 24 hours of the Booking Confirmation. A booking is confirmed only upon full payment. ReaCare is not obliged to reserve or hold any Care Professional until payment is received.
(b) Unpredictable Medical Appointment Duration and Automatic Extension: Due to the inherent unpredictability of medical follow-ups, consultations, or procedures at hospitals and clinics, the actual service duration may exceed the Scheduled End Time. To ensure continuous care for the Client, if the service exceeds the scheduled duration the service time and associated charges will be automatically extended based on ReaCare’s standard extension rates, subject to the Care Professional’s schedule and availability.
The extended service time shall be calculated and billed in blocks of fifteen (15) minutes. Any partial duration of less than fifteen (15) minutes will be rounded up and strictly charged as a full 15-minute block.
(c) Opt-out and On-the-spot Departure: If the Client or their authorized representative does not wish to incur additional charges and declines the service extension, they must explicitly notify ReaCare or the Care Professional at least 15 minutes prior to the Scheduled End Time. Upon such notification, the Care Professional is authorized to strictly conclude the service and leave the premises/location exactly at the Scheduled End Time, regardless of the progress of the medical appointment.
(d) Liability Waiver upon On-the-spot Departure: If the Client chooses to terminate the service at the Scheduled End Time under Clause 6.2(c) while the medical procedure or appointment is still ongoing, the Client acknowledges that neither ReaCare nor the Care Professional shall be responsible for the Client’s or Care Recipient’s subsequent safety, medical outcomes, or transportation arrangements following such departure. For the avoidance of doubt, nothing in this clause excludes or limits liability for death or personal injury resulting from negligence.
6.3 Suspension
ReaCare reserves the right to suspend all future services immediately if any payment is overdue.
6.4 No Refunds for Services Rendered
Fees for Services already rendered are non-refundable. This is without prejudice to the cancellation policy in Clause 7 for Booked Services not yet commenced.
7. Appointment, Cancellation, No-Show, and Severe Weather Policy
7.1 Cancellation and Rescheduling by Client
The Client acknowledges that the Care Professional reserves time specifically for the Client. Any cancellation or rescheduling request must be submitted to ReaCare via the channel stated in the Booking Confirmation (e.g., WhatsApp / email / Platform). Cancellation charges are calculated by reference to the Scheduled Start Time:
- At least 48 hours before the Scheduled Start Time: No cancellation fee. 100% refund of any pre-paid amount for the Booked Service.
- Less than 48 hours but at least 24 hours before the Scheduled Start Time: 50% refund (i.e., the Client shall be charged 50% of the Booked Service Fee).
- Less than 24 hours before the Scheduled Start Time, including same-day cancellation: No refund (i.e., the Client shall be charged 100% of the Booked Service Fee).
7.2 Client Lateness, Inaccessibility, and No-Show
(a) Grace Period & Contact Attempts: If the Care Professional arrives at the designated service address at the Scheduled Start Time but is unable to enter the premises, the Care Professional will wait for a grace period of up to 30 minutes. During this period, the Care Professional and/or ReaCare will actively attempt to contact the Client and their designated emergency contact via phone or the Platform.
(b) Client Lateness: If access to the premises is successfully granted within the service duration (e.g., the Client is late), the Service will proceed. However, the Service shall strictly conclude at the originally Scheduled End Time. No extra time will be compensated, and no partial refund will be provided for the time lost due to the Client’s delay.
Exception: Unless both the Client and the Care Professional mutually agree to extend the service duration. Any such extension must be officially requested, recorded, and paid for through the ReaCare Platform, subject to the Care Professional’s availability and the applicable extension fees.
(c) Declaration of No-Show: If the Client remains inaccessible after the 30-minute grace period and all reasonable contact attempts have failed, it shall be officially treated as a “No-Show.” The Care Professional is authorized to leave the premises, and the Client shall be strictly liable for 100% of the Booked Service Fee without any refund.
7.3 Severe Weather Arrangements (Hong Kong Observatory Signals)
- Typhoon Signal No. 8 or above / Black Rainstorm Warning:
- Before Service: If the signal/warning is in force at any time within 2 hours prior to the Scheduled Start Time, the Booked Service is automatically cancelled and no cancellation fee applies.
- During Service: The Care Professional may remain at the Client’s premises until it is safe to leave, or may leave earlier if safe transport is available and it is safe to do so.
- Typhoon Signal No. 3 / Amber or Red Rainstorm Warning:
Services proceed as scheduled unless ReaCare and/or the Care Professional reasonably determines that specific safety concerns require adjustment.
- Voluntary Provision of Service with Surcharge (T8 / Black Rainstorm):
Notwithstanding Clause 7.3(a), if the Client requests the Service to proceed and the Care Professional voluntarily agrees to provide the Service under Typhoon Signal No. 8 or above or a Black Rainstorm Warning, the Booked Service Fee shall be charged at 200% of the standard rate. Additionally, the Client shall fully reimburse the Care Professional for actual and reasonable transportation expenses (e.g., taxi fares) incurred for traveling to and from the service location.
7.4 Special Circumstances
In the event of the Care Recipient’s sudden hospitalization or passing, ReaCare may, at its sole discretion, waive cancellation fees upon provision of valid documentary proof (e.g., hospital admission slip or death certificate).
8. Specific Terms and Conditions regarding Escort Service (Including Hourly Billing and Extensions)
This Clause 8 applies to escort/attendant services (“Escort Services”) and any other Booked Service where time-based attendance is the primary deliverable.
8.1 Transport Costs
The Client shall bear and pay all public transportation costs incurred for the Care Recipient. The Client shall also bear and pay the transportation costs of the Care Professional during the Escort Service (including travel undertaken with the Care Recipient as part of the Escort Service), unless otherwise agreed in writing.
8.2 When Escort Services End
Unless otherwise stated in the Booking Confirmation, Escort Services generally conclude when the Care Recipient has safely arrived home or any other designated address specified by the Care Recipient.
8.3 Early Completion
If the Escort Service ends earlier than the booked duration for any reason (including but not limited to early completion of medical appointments), the Client remains liable to pay the full Booked Service Fee for the booked duration.
8.4 Extensions (Overtime)
If the Client requests an extension during the Escort Service, any additional time will be charged based on actual time incurred and the hourly rate applicable to the Booked Service. The Care Professional has the right to refuse any extension request due to their schedule, safety considerations, or other reasonable reasons. The Client acknowledges and accepts the risk that an extension may not be possible.
8.5 Hourly Billing and Rounding Rule
Escort Services are billed in blocks of fifteen (15) minutes. Any partial duration of less than fifteen (15) minutes beyond a completed block will be rounded up and strictly charged as one (1) additional 15-minute block.
For example:
- 2 hours 5 minutes → rounded up and charged as 2 hours 15 minutes
- 2 hours 20 minutes → rounded up and charged as 2 hours 30 minutes
8.6 Practical Scheduling Recommendation
To reduce the likelihood of needing extensions, Clients are encouraged to book with a reasonable buffer time to ensure smoother arrangements.
9. Limitation of Liability
9.1 Cap on Liability
To the maximum extent permitted by applicable law, ReaCare’s total aggregate liability to the Client for any claim arising out of or in connection with these Terms and Conditions, the Platform, or the Services (whether in contract, tort, negligence, or otherwise) shall be limited to the total Booked Service Fee paid by the Client for the specific Booked Service giving rise to the claim.
9.2 Exclusion of Damages
Subject to clause 9.3, in no event shall ReaCare be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or business opportunities.
9.3 Exceptions
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury resulting from negligence, or for fraud or fraudulent misrepresentation. Nothing in this clause shall be construed as imposing liability on ReaCare for the acts or omissions of any Care Professional.
10. Indemnity
The Client agrees to indemnify, defend, and hold harmless ReaCare, its directors, officers, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with:
- the Client’s violation of these Terms and Conditions;
- the Client’s provision of false or misleading information;
- any injury or harm caused to the Care Professional due to an unsafe environment or the actions of the Client/Care Recipient;
- any claim brought by any third party arising from the Client’s acts or omissions in connection with the Booked Service.
This indemnity shall not apply to the extent that any such claim, loss, or liability arises from ReaCare’s own negligence or breach of these Terms and Conditions.
11. Data Protection
11.1 Data Protection
Each party shall comply with the Personal Data (Privacy) Ordinance (Cap. 486) and the data protection principles set out in Schedule 1 thereto in respect of all personal data collected, held, processed, or used in connection with the Services.
11.2 Use of Personal Data
The Client acknowledges that personal data and health information of the Care Recipient collected in connection with the Services is sensitive personal data. ReaCare shall use such data solely for the purpose of arranging and administering the Booked Service, and shall not disclose it to any third party except:
- the relevant Care Professional, to the extent necessary for the provision of the Service; or
- as required by law.
12. Dispute Resolution
12.1 Complaint Period
Any complaints regarding a Booked Service must be reported to ReaCare in writing within fourteen (14) working days of the incident.
12.2 ReaCare’s Role in Disputes
ReaCare’s role in disputes is limited to facilitating communication and, at its sole discretion, arranging a replacement Care Professional where feasible. ReaCare is not obliged to provide financial compensation for dissatisfaction with a Care Professional’s service quality, except where required by applicable law.
13. Account Closure
The Client may close their account at any time by notifying ReaCare in writing. ReaCare may suspend or terminate the Client’s account immediately if the Client breaches these Terms and Conditions or if ReaCare reasonably considers it necessary for safety or regulatory reasons. Closing the account does not cancel any confirmed Booked Service — the Client remains liable under these Terms and Conditions for any Booked Service not cancelled in accordance with clause 7. Clauses 5.4, 9, 10, and 11 shall survive termination.
14. Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
Any dispute, controversy, difference or claim arising out of or relating to this contract, including the existence, validity, interpretation, performance, breach or termination thereof or any dispute regarding non-contractual obligations arising out of or relating to it shall be subject to the exclusive jurisdiction of the courts of the Hong Kong Special Administrative Region.
15. Language
In the event of any conflict or inconsistency between the English version and the Chinese version of these Terms and Conditions of Service, the English version shall prevail.