Terms of Service

These Terms of Service ("Terms") govern your use of the Nyumbani Support Solutions website and your engagement of our care services. By using our website or engaging our services, you agree to be bound by these Terms. Please read them carefully.

1. Acceptance of Terms

By accessing our website, submitting an enquiry, or entering into a care agreement with Nyumbani Support Solutions, you confirm that you have read, understood, and agree to these Terms. If you are acting on behalf of a care recipient (as a family member or authorised representative), you confirm that you have the authority to do so.

These Terms apply alongside any specific care agreement or service schedule agreed between you and Nyumbani Support Solutions. In the event of conflict, the specific care agreement prevails.

2. Services Description

Nyumbani Support Solutions provides in-home care services across Kenya, including but not limited to: elderly care at home, post-discharge recovery support, skilled nursing and clinical oversight, dementia and frailty support, palliative and comfort care, and medical equipment rental. Services are described in detail on our website and in individual care plans.

We do not operate as a hospital, clinic, or emergency medical service. Our services are delivered in the home setting by trained caregivers and NCK-registered nurses operating within their professional scope. We are not a substitute for emergency medical care — in a medical emergency, call emergency services immediately.

3. Care Engagement & Assessments

Care services commence with a free initial assessment conducted in the home or by phone. The assessment is used to understand the client's needs, recommend appropriate services, and build a care plan. No care obligations arise from the assessment alone.

A care engagement begins when both parties have agreed to a care plan and any applicable payment terms. Care plans are documented and shared with the nominated family contact. We reserve the right to decline or discontinue a care engagement if the client's needs exceed our clinical scope, or if the home environment presents unreasonable safety risks to caregivers.

Clients and their families are expected to provide accurate and complete information about the client's health, medications, and living situation. Omission of material information that affects the safety of caregivers or the quality of care may result in termination of the care plan.

4. Equipment Rental Terms

Equipment rental is provided for a defined rental period agreed at the time of engagement. Equipment remains the property of Nyumbani Support Solutions at all times. The client or their family is responsible for:

• Keeping equipment in the same condition as delivered, subject to normal use
• Not moving, modifying, or sub-lending equipment without prior written consent
• Notifying us immediately if equipment is damaged, lost, or malfunctioning
• Allowing scheduled collection on or before the agreed end date

Damage beyond normal wear and tear may be charged at replacement cost. Equipment must be returned clean and in safe condition. Rental charges continue until equipment is collected by our team.

5. Payment & Billing

Pricing for all services is provided in a written quote before care begins. We do not commence paid care services without confirmed payment terms. Invoicing arrangements — including frequency, method, and any advance payment requirements — are agreed in the care plan documentation.

Payments are due as specified in the invoice. Late payments may result in suspension of care services after reasonable notice. We do not apply interest to overdue amounts without prior written notification.

All prices quoted are in Kenyan Shillings (KES) unless otherwise stated. Third-party costs (medications, specialist services, pharmacy consumables) are passed through to the client at cost and are not marked up unless separately agreed.

6. Cancellation & Changes

Either party may terminate a care engagement with reasonable notice. Our standard notice requirement for ending an ongoing care plan is seven (7) calendar days, unless a different period is agreed in the care plan documentation. For short-term or single-visit arrangements, 48 hours' notice is requested.

We understand that circumstances change — hospitalisations, recovery, family arrivals — and we work flexibly with families in good faith. We will not charge cancellation penalties for genuine medical or family emergencies.

We reserve the right to terminate a care plan immediately if a caregiver's safety is at risk, if accurate information has been withheld, or if the client's needs have escalated beyond our clinical scope.

7. Confidentiality

Both parties agree to keep confidential any sensitive information exchanged in the course of the care engagement. Our confidentiality obligations are set out in detail in our Privacy Policy. Clients and families are asked not to share caregiver personal contact details or operational information with third parties without our consent.

8. Limitation of Liability

Nyumbani Support Solutions is committed to delivering high-quality, professional care. However, to the fullest extent permitted by Kenyan law:

• We are not liable for adverse outcomes arising from pre-existing medical conditions, deterioration of the client's health that is unrelated to our care, or events outside our reasonable control
• Our liability for any claim arising from a care engagement is limited to the total fees paid for the specific care period in which the event occurred
• We are not liable for indirect, consequential, or special damages of any kind

Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

9. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the Kenyan courts. We encourage informal resolution first — please contact us at the address below before initiating formal proceedings.

10. Changes to These Terms

We may update these Terms from time to time. The effective date at the top of this page will reflect the most recent version. We will notify active care clients of material changes by email or through their care coordinator. Continued use of our services after updated Terms are posted constitutes acceptance of the changes.

11. Contact

For questions about these Terms or any aspect of your engagement with us, please contact:

Nyumbani Support Solutions
Email: info@nyumbanisupportsolutions.com