Terms of Service

By accessing or using NurseNow, you agree to these Terms of Service. These Terms apply to patients, account holders, care recipients, nurses, nurse aides, caregivers, administrators, visitors and any other person using the platform.

NurseNow is a digital care coordination platform that helps users find and book home-based nursing, caregiving and related support services in Kenya.

• Home nursing and clinical support services
• Post-hospital, post-surgical and wound-care support where appropriate
• Elderly care, companionship and assisted daily living support
• Chronic-care monitoring and home support
• Caregiver and nurse-aide support for non-clinical caregiving needs

You agree to provide accurate, current and complete information when registering, booking, accepting work or updating your profile.

• You are responsible for activity under your account.
• You must keep your login details secure.
• You must not create accounts for fraudulent, broker, impersonation or resale purposes.
• You must promptly update phone numbers, locations, professional details and payment details when they change.
• You must notify NurseNow immediately if your account is accessed without permission.

Users must be at least 18 years old. A parent, guardian or authorized representative may book care for a minor or dependent person.

Patients and account holders agree to:

• Provide correct patient, care-recipient, location, contact and medical information.
• Declare the relationship between the account holder and the care recipient when booking for another person.
• Create a safe, respectful and accessible environment for the nurse, nurse aide or caregiver.
• Use the platform for booking, extensions, payment, communication and service approval.
• Review the provider's completion notes and approve the service only when the service has been completed satisfactorily.
• Raise any dispute before approving completion where there is a genuine issue.
• Avoid asking providers for off-app discounts, private arrangements or direct payment.

Service providers using NurseNow represent that they are qualified, truthful and competent for the services they offer.

• Registered nurses must provide valid licensing and professional details where required.
• Nurse aides and caregivers must accurately describe their training, experience and permitted scope of work.
• Providers must only accept bookings they are available and able to perform.
• Once booked, a provider must not accept conflicting duty that affects the patient's service.
• Providers must check in, complete the assigned service, submit accurate service notes and check out where the system requires it.
• Providers must maintain confidentiality, respect and professional conduct.
• Providers must not request or accept off-platform payment for clients obtained through NurseNow.

Providers operate as independent service providers unless otherwise agreed in writing. Nothing in these Terms creates an employment relationship with NurseNow.

NurseNow may list different care categories, including registered nurse services, nurse-aide services, caregiver services and special-care services.

• Registered Nurse: services that require a qualified or licensed nurse, subject to professional scope and patient needs.
• Nurse Aide: supportive care tasks based on training and permitted scope.
• Caregiver: assistance with daily living, companionship and non-clinical support.
• Special Care: extended or specialized home support arranged according to assessed needs.

Bookings must be created through the NurseNow platform. Charges are displayed before confirmation and may be based on hourly, daily, fixed or package pricing.

• The patient or account holder pays at the point of booking using the available payment option, including M-Pesa where supported.
• The booking amount is held securely pending service completion and approval.
• The platform may deduct its service fee or commission before releasing the provider's portion.
• Displayed totals should reflect selected duration, rate and any applicable fees before payment authorization.
• Any extra days or extra hours must be booked as an in-app extension.

For accountability and service quality, a provider may be required to submit service notes before payment is released.

• Service notes may include patient condition, services performed, observations, next-care advice and whether continued care is recommended.
• The patient or account holder should review the service and approve completion only after the service has been performed.
• Provider payment is released after verified service completion, required notes submission and patient approval, subject to admin review where necessary.
• Where a patient does not respond within a reasonable review period, NurseNow may review the booking records and decide whether to release, hold or dispute the payment.
• False notes, premature completion, pressure to approve, or misrepresentation may lead to account suspension and payment hold.

If a patient needs more hours or additional days beyond the original booking, the extension must be created and paid for through NurseNow.

• Extensions may be requested for the same provider where the provider is available.
• The provider must accept the extension before the additional service is confirmed.
• The extension creates a record for additional time, cost, notes, approval and payment release.
• Extensions arranged privately outside the platform are not protected by NurseNow.

NurseNow prohibits unauthorized brokering, resale of bookings, side deals and private payment arrangements involving users connected through the platform.

• Patients must not book providers for resale to another person for profit.
• Providers must not move NurseNow clients to private arrangements to avoid platform fees or controls.
• Users must truthfully declare the relationship between the account holder and the care recipient.
• All follow-up, repeat or extended care resulting from a NurseNow booking should remain on the platform.
• Suspicious patterns may be reviewed, flagged or investigated by NurseNow.

Cancellations, no-shows and disputes are handled based on the booking stage, provider engagement, time remaining before service and available records.

• Before provider confirmation: the booking may be cancelled or reassigned subject to platform review.
• After provider confirmation: cancellation may attract charges depending on timing, preparation, travel or opportunity loss.
• Provider no-show: NurseNow may offer reassignment, credit, refund or other remedy after verification.
• Service concern: the patient should raise a dispute before approving completion.
• Approved service: once a patient approves completion, payment may be released and refunds will generally not apply unless fraud or serious misconduct is established.

Disputes may be reviewed using booking details, check-in/check-out records, messages, provider notes, patient feedback, admin review and any other relevant evidence.

Users agree not to:

• Harass, abuse, threaten or exploit another user.
• Misrepresent identity, qualifications, license status, experience or patient information.
• Upload malicious code, attack the system or attempt unauthorized access.
• Use the platform for fraud, brokering, resale, unauthorized referrals or unlawful activity.
• Pressure patients to approve services that were not completed.
• Pressure providers to accept unsafe, unlawful or out-of-scope duties.
• Bypass NurseNow payment, communication, booking or extension controls.

NurseNow may collect and process account information, contact details, booking details, location information, payment references, provider verification details, service notes and care-related information necessary to operate the platform.

Users must respect patient confidentiality and must not share patient information outside the purpose of providing or managing care. Please review our Privacy Policy for more details.

To the maximum extent permitted by law, NurseNow is not liable for indirect, incidental, special, consequential or punitive damages arising from use of the platform.

• NurseNow does not guarantee specific health outcomes.
• NurseNow is not responsible for services arranged outside the platform.
• NurseNow is not responsible for false information supplied by users, although it may take action when discovered.
• NurseNow may rely on booking records, service notes and user submissions when resolving disputes.

NurseNow may suspend, restrict or terminate an account where there is suspected or confirmed breach of these Terms.

• Off-platform arrangements, brokering or payment bypassing may lead to immediate suspension.
• Fraud, false credentials, abuse, unsafe conduct or repeated no-shows may lead to permanent removal.
• Pending payments may be held while a dispute, safety issue or policy breach is reviewed.

These Terms are governed by the laws of Kenya. Any dispute arising from these Terms or use of NurseNow shall be handled under the applicable laws and courts of Kenya, unless the parties agree to another lawful dispute resolution process.

For questions about these Terms, bookings, disputes, safety issues or off-platform arrangement attempts, contact NurseNow: