This agreement explains how AnnurCare bookings, payments, cancellations, therapist selection, safety rules, and customer responsibilities work.
By using AnnurCare, you agree to follow this Service Agreement. This agreement applies to customers using the AnnurCare customer app to book home-based therapy and wellness services available through the platform.
AnnurCare may update this agreement from time to time. Continued use of the app means you accept the latest version of this agreement.
AnnurCare is a booking platform that connects customers with available therapists for home-based traditional wellness, massage, and other services offered through the platform.
AnnurCare services are traditional wellness and massage services. They are not medical treatment, physiotherapy, emergency care, hospital care, or a replacement for professional medical advice.
Customers should consult a qualified healthcare professional for medical conditions, serious pain, pregnancy-related risk, post-surgery concerns, injuries, allergies, or any health issue requiring medical attention.
To make a booking, customers will usually select:
A booking may still require therapist acceptance. If a therapist declines or is unavailable, the customer may need to choose another available therapist or create a new booking.
Customers may choose from available therapists based on information shown in the app, which may include gender, rating, reviews, experience, distance, price, services offered, and profile information.
Where available, the app may provide therapist filters such as All, Female, and Male to help customers browse available therapists.
The customer remains responsible for choosing a therapist they are comfortable booking. AnnurCare does not automatically restrict therapist selection based on the customer's gender.
Therapist prices are not necessarily fixed across the platform. Different therapists may charge different prices for the same or similar services.
Review the therapist's profile, experience, services, price, ratings, reviews, and other available information before confirming your booking.
Before therapists can access the therapist platform and accept bookings, they are required to submit registration and verification information. This may include identity information, contact details, address, experience, profile information, professional qualifications, and supporting documents or certificates.
AnnurCare reviews therapist applications before approval. However, unless specifically stated otherwise, AnnurCare does not represent that a police or formal criminal background check has been performed.
Transport fee is calculated based on the distance between the therapist’s registered base location and the customer’s selected booking location, according to the transport-fee rules applicable at the time of booking.
Unless otherwise clearly stated during the booking process, AnnurCare does not require upfront payment for a standard booking. Payment is made after the therapist marks the session as completed.
Available payment methods may include:
For cash payment, the customer must pay the therapist directly. The therapist may then confirm receipt of the cash through the therapist app so the booking can be recorded as paid.
If a session has been completed but payment has not been made, the booking may be marked as Payment Pending.
Customers are expected to complete payment within 24 hours. If payment remains unpaid, AnnurCare may contact the customer and may restrict the account from making another booking until the outstanding payment is completed.
After successful payment, a receipt may be made available inside the AnnurCare customer app under the relevant booking history.
Where supported, customers may view or download the receipt as PDF.
Because standard AnnurCare bookings generally do not require upfront payment, refunds will not normally apply before the service is provided.
In cases such as duplicate payment, payment error, or another payment issue, customers should contact AnnurCare support. AnnurCare will review the transaction and process any approved refund or correction according to the circumstances of the case and the applicable payment method.
AnnurCare does not currently provide a direct reschedule feature. If a customer wants to change the date, time, therapist, or address, the customer may need to cancel the current booking and create a new booking.
Therapists may accept or decline booking requests. A therapist may decline if they are unavailable, cannot attend the location, are unable to provide the requested service, are not comfortable proceeding with the booking, or for another reasonable service or safety-related reason.
Therapist acceptance is not guaranteed merely because the therapist appeared as available when the customer created the booking.
If a serious issue occurs after acceptance, the therapist or customer should contact AnnurCare support where assistance is required.
Customers agree to:
Customers should use the booking note or other relevant information fields to inform the therapist about health concerns, conditions, injuries, sensitivities, or circumstances that may affect the session.
Customers are responsible for providing relevant information and deciding whether they are fit to receive a therapy session. Where there is uncertainty or a medical concern, professional medical advice should be obtained before receiving the service.
Therapists are expected to:
AnnurCare does not allow inappropriate, unsafe, abusive, exploitative, discriminatory, or unlawful conduct by customers or therapists.
Serious or repeated violations may result in booking cancellation, account restriction, suspension, revocation, or permanent removal from the platform.
Customers and therapists are expected to maintain a safe and professional environment during every booking.
A therapist may refuse to begin, may stop, or may report a session if the location is unsafe, the customer or another person at the location behaves inappropriately, the booking circumstances are materially different from the information provided, or the therapist does not feel safe or comfortable proceeding.
Customers may likewise end a session and contact AnnurCare if they feel unsafe or if the therapist's conduct is inappropriate.
AnnurCare may review reported incidents and take action where necessary.
If the therapist arrives at the agreed booking location but the customer is unavailable or cannot be contacted, the therapist may report the issue to AnnurCare.
AnnurCare may cancel the session and may contact or restrict an account if the same issue occurs repeatedly.
After an eligible completed session, customers may be able to rate and review the therapist.
Reviews should be truthful, respectful, relevant, and based on the customer's actual experience. AnnurCare may moderate or remove reviews that are abusive, fraudulent, inappropriate, misleading, or unrelated to the booking.
AnnurCare may restrict, suspend, revoke, or permanently remove accounts for serious or repeated issues, including:
Customer information may be used as necessary to provide booking, communication, payment, receipt, safety, account, and customer support functions.
Therapists receive information reasonably required to evaluate or complete a booking. This may include customer name, service type, selected add-ons, booking notes, booking date and time, and relevant location information.
Some information may only become available after a therapist accepts a booking where this is appropriate for privacy or operational reasons.
Further information about the collection and use of personal data should be read together with the AnnurCare Privacy Policy.
AnnurCare generally requires an active internet connection to access booking and account functions. Availability of particular features may depend on the customer's device, platform, internet connection, location, or current app version.
Customers are responsible for keeping their account credentials secure and should not knowingly allow another person to misuse their AnnurCare account.
AnnurCare is not an emergency service provider. For immediate danger, medical emergencies, or urgent safety threats, customers and therapists should contact the appropriate emergency services or authorities first.
After the immediate emergency has been handled, the incident may be reported to AnnurCare where it relates to a booking or platform user.
AnnurCare provides a platform that facilitates booking, scheduling, payment handling, communication, and connections between customers and therapists.
AnnurCare does not guarantee specific treatment outcomes, pain relief, health improvement, or medical results.
Results and experiences may vary depending on individual circumstances, therapist technique, service type, customer health factors, and other circumstances relevant to the session.
Customers may contact AnnurCare support for booking, payment, account, therapist, safety, or service-related issues.
For a quick response, contact AnnurCare support through WhatsApp. You may also email us for non-urgent enquiries.