By booking a service, creating an account, or using the CareConnect app or website, you agree to these Terms & Conditions. If you do not agree, please do not use our services.
1. Definitions
- "Harmony Home Care" / "we" / "us" — the company operating the CareConnect platform and home care services, P.O Box 1967, Thika 01000, Kenya
- "Client" / "you" — any person booking or receiving our services, or using our platform
- "Care Recipient" — the person for whom care services are being arranged
- "Caregiver" — a vetted, trained individual deployed by Harmony Home Care to deliver services
- "Platform" — the CareConnect app (Android/iOS), website (harmonyhomecare.co.ke), and related tools
- "Services" — personal care, nursing care, physiotherapy, palliative care, maternity care, dementia care, and related home care services
2. Our Services
Harmony Home Care provides professional home care services delivered by vetted and trained caregivers across Nairobi and the Greater Mt Kenya Region. Our services include but are not limited to:
- Personal Care (bathing, dressing, grooming, meals)
- Nursing Care (wound care, medication, post-operative support)
- Physiotherapy (rehabilitation, mobility support)
- Dementia & Alzheimer's Care
- Palliative & End-of-Life Care
- Newborn & Maternity Care
- Live-In and Overnight Care
- Hospital Companion Services
Scope of care: Our caregivers provide supportive and supplementary care. They do not replace a hospital, doctor, or specialist. For medical emergencies, call 999 or go to your nearest hospital immediately.
3. Booking & Confirmation
A booking is made when you complete the booking form on our website, through the CareConnect app, or by contacting us via WhatsApp (+254 797 866 677).
- Bookings are confirmed once you receive a confirmation message from our team (via WhatsApp, SMS, or in-app notification)
- We aim to confirm all bookings and match a caregiver within 2 hours of your request
- For same-day and urgent bookings, confirmation depends on caregiver availability
- We reserve the right to decline a booking if we cannot safely or appropriately meet your care needs
You are responsible for providing accurate information about the care recipient's needs, medical conditions, and any relevant circumstances. Inaccurate information may affect the quality of care and could result in the booking being cancelled without refund.
4. Our Caregivers
All Harmony Home Care caregivers are:
- Background-checked before deployment
- Trained and qualified in their respective care discipline
- Supervised and supported by our coordination team
- Bound by a code of conduct and confidentiality agreement
Caregivers act as professional service providers deployed by Harmony Home Care. They are not employees of the client and should not be directed to perform tasks outside the agreed scope of care.
Important: Clients must not independently hire, pay separately, or enter into private arrangements with any caregiver introduced through Harmony Home Care. Doing so may result in immediate termination of our services and the client being held liable for the caregiver's full costs.
5. Client Obligations
As a client, you agree to:
- Provide a safe and suitable environment for the caregiver to work in
- Disclose all relevant medical conditions, hazards, or special requirements before the first visit
- Treat all caregivers with dignity and respect — abusive or threatening behaviour will result in immediate service withdrawal
- Ensure payment is made before or at the time of service, as agreed
- Not request that caregivers perform tasks that are outside their training or scope of care
- Inform us promptly of any concerns about the care being provided
- Not leave the care recipient unattended in the caregiver's sole care without our prior agreement (for live-in arrangements)
6. Payments & Pricing
All prices are quoted in Kenyan Shillings (KSh) and are inclusive of applicable taxes unless stated otherwise.
Payment methods
- M-Pesa STK Push (via the CareConnect app or on request)
- M-Pesa Paybill / Till (details provided at booking)
- Bank transfer (for long-term arrangements, by arrangement)
Payment timing
- Single visits: Payment is required before or on the day of the visit
- Recurring care packages: Invoiced weekly or monthly, payable in advance
- Live-in care: Deposit of one day's rate required at booking; balance due weekly
Harmony Home Care reserves the right to adjust pricing. You will be notified of any price changes before they take effect. Quoted prices are valid for 7 days from the time of quotation.
7. Cancellation & Refunds
Client cancellations
- More than 24 hours before scheduled visit: Full refund or credit to your account
- 12–24 hours before scheduled visit: 50% of the session fee charged
- Less than 12 hours before / no-show: Full session fee charged
- Live-in care (4+ days): 3 days' notice required for cancellation without penalty
Cancellation by Harmony Home Care
In rare circumstances (caregiver unavailability, safety concerns), we may need to cancel or reschedule a booking. In this case, we will:
- Notify you as soon as possible
- Offer a replacement caregiver or alternative time
- Provide a full refund if no suitable alternative can be arranged
Refund processing
Approved refunds are processed to your original M-Pesa number within 3–5 business days.
8. Liability & Disclaimer
Harmony Home Care takes all reasonable steps to ensure the quality and safety of our services. However:
- We are not liable for delays caused by circumstances outside our control (traffic, adverse weather, family emergencies)
- We are not liable for pre-existing medical conditions deteriorating during the course of care
- We are not a medical emergency service — for emergencies, contact 999 or your nearest hospital
- Our total liability in connection with any booking is limited to the fee paid for that specific booking
Medical disclaimer: Information provided on our website or by our caregivers is for general care support only and does not constitute medical advice. Always consult a qualified doctor for medical decisions.
9. Complaints Process
We take all feedback seriously. If you have a complaint about the care received:
- Contact us immediately — WhatsApp +254 797 866 677 or email support@harmonyhomecare.co.ke
- We will acknowledge your complaint within 24 hours
- We aim to investigate and provide a resolution within 7 business days
- If you are not satisfied with our response, you may escalate to the Kenya National Commission on Human Rights or another relevant authority
11. Intellectual Property
All content on the Harmony Home Care website and CareConnect app — including logos, text, images, design, and software — is the property of Harmony Home Care and is protected by Kenyan and international copyright law.
You may not reproduce, distribute, or use any content without our prior written permission.
12. Termination
We reserve the right to suspend or terminate our services to any client who:
- Behaves abusively, violently, or disrespectfully towards any caregiver or staff member
- Provides false or misleading information
- Fails to make payment for services rendered
- Attempts to circumvent our policies or engage caregivers privately
Upon termination, any amounts owed for services already delivered remain payable.
13. Governing Law
These Terms & Conditions are governed by the laws of the Republic of Kenya. Any disputes shall first be resolved through good-faith negotiation. If unresolved, disputes shall be submitted to the courts of Kenya, with the courts of Nairobi having non-exclusive jurisdiction.