Terms & Conditions

Care Cab – Client Terms & Conditions

Effective Date: 30 July 2025
Governing Law: This agreement is governed by the laws of the Republic of South Africa.

By using Care Cab’s platform and services, you acknowledge and accept the following Terms & Conditions. These form the entire agreement between Care Cab and its clients and override any verbal or informal arrangements.

1. Service Scope
Care Cab facilitates door-to-door transport, mobility support, and—when arranged—accompaniment to complete errands, such as pharmacy visits, shopping, or administrative tasks. Due to space and loading limitations, we do not support the transport of large or heavy electronic wheelchairs. Care Cab operates solely as a booking and coordination platform. All transport and assistance services are carried out by independent contractors, who assume full responsibility for delivery, conduct, and outcomes.

2. Booking & Payment
Bookings must be made in advance through the Care Cab website or approved platform integrations. Payment is processed securely via Yoco, and bookings are confirmed upon receipt of full payment. Cash payments are not accepted, unless explicitly authorized in writing. Continued use of the platform after any updates implies acceptance of revised terms.

3. Client Responsibilities
Provide accurate booking details, including personal mobility needs, access points, and errand instructions. Use only standard, foldable mobility aids compatible with passenger vehicles. Behave respectfully toward care providers and comply with all safety requirements (e.g. seatbelt use, guidance during transfer). Confirm any request for home entry during booking. Providers will not enter residences unless this is explicitly arranged and approved in advance.

4. Care Provider Responsibilities
Deliver safe, timely, and courteous support aligned with the confirmed booking. Offer door-to-door assistance and accompany clients on errands if scheduled. May enter a client’s home only if pre-authorized as part of the service booking. May not provide medical assistance or physical lifting under any circumstance unless booked specifically for that purpose. Operate independently and are responsible for their own vehicle, insurance, equipment, and conduct.

5. Cancellations & Refunds
Cancellations made more than 24 hours before pickup are eligible for full refunds. Cancellations within 24 hours incur a 50% fee. No-shows or cancellations at pickup time are non-refundable. Rescheduling requests are subject to availability and confirmation.

6. Liability & Insurance
Clients acknowledge that Care Cab is not the direct provider of transport or assistance and does not supervise how services are performed. Care Cab is not liable for injury, damage, delays, or service failure unless caused by verified platform error or gross negligence. Independent care providers are fully liable for any claims or incidents resulting from their conduct. Clients agree to indemnify Care Cab against third-party claims unless Care Cab is proven directly at fault. Personal insurance cover is recommended; Care Cab does not insure passengers or belongings.

7. Privacy & Data Use
Care Cab complies with the Protection of Personal Information Act (POPIA). Booking data, location tracking, and communications tools are used for safety and operational purposes only. Our platform may use cookies or location tracking to improve user experience—such usage is disclosed at point of access and activated only with consent.

8. Dispute Resolution
Complaints must be submitted via the Care Cab website within 72 hours of service completion. Platform mediation is available but remains non-binding; clients may be referred directly to the care provider where applicable. Care Cab will respond to dispute submissions within 14 business days. Arbitration Clause: All disputes arising from this agreement shall be resolved via binding arbitration, not court litigation, in accordance with South African law. By accepting these terms, you waive the right to join public or class-action lawsuits.

9. User Code of Conduct
Clients must not engage in unsafe, abusive, or disrespectful behaviours toward care providers. Violations may lead to service suspension or account removal.

10. Account Suspension
Care Cab reserves the right to deactivate client accounts for repeated cancellations, abuse, fraud, or breach of any service terms.

11. Third-Party Services
Care Cab is not liable for inaccuracies, outages, or delays caused by third-party services such as Paystack, Google Maps, or communications platforms.

12. Client Eligibility
Clients must be 18 years or older, have the legal capacity to consent, and be able to travel safely without emergency medical assistance unless arranged.

13. Intellectual Property
All branding, content, platform design, and service logic are proprietary to Care Cab. Unauthorized use or replication is strictly prohibited.

14. Entire Agreement
These Terms & Conditions represent the full agreement between Care Cab and the client. No verbal, informal, or third-party arrangements shall supersede this document.