Evercare Service Agreement – Terms & Conditions

Last updated: August 2025 | For Private Clients)

This Service Agreement outlines the terms and conditions under which Evercare Health Limited (“Evercare”) provides caregiver placement services. By requesting or using Evercare’s services, you (“the Client”) confirm that you have read, understood, and agreed to these Terms & Conditions.

¹ Occupational Assistant; 2 Physiotherapist Assistant ² Physiotherapist Assistant

* Night shift surcharge applies for services performed between 12:00 am and 6:00 am.

# An initial assessment session is required before therapy begins. Switching therapist type will require a new assessment.

^ Includes a Bioelectrical Impedance Analysis.

Note:

• Service rates apply to all placements of nurses and healthcare workers engaged through Evercare, unless otherwise specified.
• Shift billing: Partial hours are charged in 30‑minute increments (e.g., 8 hours 5 minutes = 8.5 hours billed)
• Meal breaks: Shifts of 6 hours include one 30‑minute paid break. Shifts of 9 hours or more include one 60‑minute paid break.
• Evercare reserves the right to adjust the rates and terms and conditions set out herein without obtaining the Client's prior consent. Please call us for the latest and current applicable service rates and terms and conditions.

1.3 E-signature and Service Confirmation

After each service session, the Client will be asked to provide an electronic signature in a timely manner. This signature serves as confirmation that the caregiver has delivered the agreed services to the Client’s satisfaction.

In rare cases where the Client is unable to provide a signature personally, the caregiver may be authorized to sign on the Client’s behalf, strictly for the purpose of confirming service completion.

Following each session, a service confirmation email will be sent to the Client’s designated email address. This notice will serve as the official record of the services provided for the Client’s review and records.

To maintain efficiency and accuracy in operations, if Evercare does not receive any concerns or disputes from the Client within 48 hours of service completion, the record will be treated as accurate and automatically confirmed.

2.1 Service Confirmation

To confirm services, Clients must select one of the following payment options:

Option B: Full Prepayment / Service Package

• If the Client does not wish to keep a credit card on file, services must be fully prepaid in advance.
• Prepayment of service fees may be made through any accepted payment method (credit card, bank transfer, FPS, cheque).
• Purchase of service packages, however, is limited to bank transfer, FPS, or cheque only.
• All service packages are non-retroactive and must be purchased prior to the commencement of any services; fees for services already rendered cannot be applied to a package purchased after the fact.

Invoices are issued and sent to the Client’s designated email address every two weeks, with payment due within 7 calendar days.

Accepted payment methods:

Bank Transfer / FPS

• Bank Code: 012 (Bank of China (HK) Ltd)
• Account Name: Evercare Health Limited
• Account Number: 676-2-020180-6
• FPS ID: 166209064
• Please include your Invoice Number (located at the top-right corner of the invoice, starting with a ‘#’) in the transfer remarks and send a copy of the proof of payment via Email or Whatsapp.

Credit Card

• No surcharge applies. Credit card details are securely encrypted and stored via Stripe (PCI‑compliant); Evercare does not retain raw card data. Evercare complies with the Personal Data (Privacy) Ordinance (PDPO) and PCI DSS standards.
• Auto‑debit option: Clients may opt in for automatic invoice deductions. Opting out means payment can be made manually via other methods, but if unpaid after 7 days, Evercare reserves the right to charge the card on file.



Cheque

• Crossed cheque payable to Evercare Health Limited
• Mail to: Room 1301 & 1303, 13/F, Leighton Centre, 77 Leighton Road, Causeway Bay, Hong Kong
• Please write your Invoice Number (located at the top-right corner of the invoice, starting with a ‘#’) on the back of the cheque.

3.1 Validity 

Unused deposits, prepayments, or service package credits remain valid for 3 months from payment date. After this time, unused credits expire and are non‑refundable. Credits may only be used for Evercare’s private‑pay services, not for government‑subsidized programs.

3.2 Extension in Case of Hospitalization

If the care recipient is hospitalized, the validity of deposits, prepayments, or service package credits  will automatically be extended for an additional 3 months beyond the original expiry date. 

3.3 Refund Eligibility

Refunds for unused deposits, prepayments, or service package balances are only available under the following circumstances:

• The care recipient passes away (official documentation required).
• Evercare is unable to provide a suitable caregiver match within 3 days of request or at least 12 hours before a scheduled service, whichever is earlier.
  
  

Refunds will be issued through the original payment channel. Payment processing fees (e.g. Stripe) are non‑refundable. All refunds are processed within 4–6 weeks of approval.

3.4 Refunds of Service Package Credits

When a Client purchases a service package, any refund granted will always be based on the amount actually paid. For example, for HK$50,000 worth of credits purchased at a discounted price of HK$47,500):

• If the package has not been used, the Client will be refunded the full amount paid (i.e., HK$47,500).
• If part of the package has been used, the refund will reflect the unused balance of the package, calculated proportionally to the services already consumed (e.g., if HK$3,000 worth of credits have been used, the refund payable would be HK$44,650, representing the unused value of the Client’s payment).

4.1 Amendments & Cancellations

Evercare will endeavour to accommodate requested changes as much as possible, which will incur charges depending on the notice period as outlined below. Upon failure to do so, such requests will be treated as a cancellation.



Service amendments include but are not limited to the following events that result in a change of caregiver: rescheduling service date/ time, changing service requirements, and shortening/ lengthening shift duration.

4.2 Caregiver Replacement Policy

• Up to two (2) caregiver replacements may be requested free of charge.
• If the second match is declined and no service proceeds, the deposit will be forfeited.
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4.3 Special Service Rates

Rates are 2x standard on the following days:

• January 1st (New Year’s Day)
• Lunar New Year’s Eve
• 1st, 2nd, 3rd day of Lunar New Year
• Day after Mid‑Autumn Festival
• Winter Solstice Festival
• December 25 (Christmas Day)
• December 26 (Boxing Day)
• December 31 (New Year’s Eve)

Special rates apply to Evercare’s private home care services only.

4.4 Urgent Request

An urgent request surcharge of HK$300 applies if a booking is made:

• Less than 12 hours before service start, OR
• After 6:00 pm for service starting before 12:00 pm the next day.
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4.5 Special Transport Fee for Overnight Shifts

• A transport fee of HK$100 per trip (payable in full to the caregiver) applies if service begins/ends at or before 6:00 am, or at/after 12:00 am.
• A special transport surcharge is charged in addition to the night shift surcharge*. 
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4.6 Bad Weather Arrangement 

All confirmed services will continue as scheduled during bad weather, including when a Black Rainstorm Warning or Typhoon Signal No. 8 (or above) is in effect. If a signal is hoisted during service, the attending caregiver will remain on duty and complete the shift, unless Evercare notifies the Client otherwise. Services rendered under bad weather conditions will be charged at the standard service rate. 

A transport fee of HK$200 per trip (payable in full to the caregiver) applies if a Black Rainstorm Warning or Typhoon Signal No. 8 (or above) is in force:

• within one (1) hour before the scheduled start time of the service; or
• at any point during the final hour of the service.

In rare cases where a caregiver cannot attend due to unavoidable circumstances (e.g., transport suspension or flooding), Evercare will promptly notify the Client and use reasonable efforts to manage the situation, including arranging alternative coverage where possible.

5. Service Terms & Conditions