Terms of Service

These terms apply when you use wecareelite.ae or the We Care Elite app, run by We Care Elite, Office No 6, M2 Floor, Block B 01, Burj Nahar Mall, Deira, Dubai, United Arab Emirates (“we”, “us”). By creating an account, placing an order, renting equipment or booking a consultation, you agree to them.

How we handle your personal information is explained in our Privacy Policy.

Our services are not for medical emergencies. If you or someone else needs urgent help, call 998 for an ambulance or 999 for the police, or go to the nearest emergency department.

• You must be 18 or over to have an account. A parent or guardian may order for, or book care for, a child.
• Give us accurate details and keep them up to date — especially your delivery address and phone number.
• You sign in with a one-time code sent to your email (or with Google). Keep access to your email account secure, and never share a sign-in code — we will never ask you for one.
• We may suspend or close an account that breaks these terms or is used for fraud or abuse.

• We try to describe and picture every product accurately; packaging may differ slightly from the photos. Always read the label and follow the instructions or your doctor’s or pharmacist’s advice.
• Prescription-only medicines need a valid prescription. Our pharmacists review it before we supply the medicine, and we may refuse or cancel an order if the prescription is missing, unclear, invalid or unsuitable.
• Prices are in UAE dirhams (AED). Tax and delivery charges are shown at checkout before you pay.
• We may cancel an order if an item is unavailable or was listed at an obvious pricing error. If you have already paid, we refund you in full.

• You can pay by card — processed securely by our payment provider, Stripe — or, where offered, in cash on delivery.
• Delivery times are estimates: we aim for same-day delivery in Dubai for orders placed before 1 PM, and 1–3 business days elsewhere in the UAE.
• Please check your order when it arrives and tell us about any problem as soon as possible.

The essentials are below; our Return & Refund Policy has the full details.

• You can cancel an order in your account while it shows as “Confirmed”, before we start preparing it. After that, please contact us. If you already paid by card, we refund you in full.
• You can return sealed, unopened products within 7 days of delivery. For safety we cannot take back opened or used products, prescription-only medicines once delivered, or items that must be kept refrigerated — unless they arrived damaged or faulty, or weren’t what you ordered.
• Card refunds go back to the card you paid with; they can take 5–10 business days to appear on your statement. Cash payments are refunded as we arrange with you.

• Before your first rental we need to verify your identity with your Emirates ID (front and back) or your passport.
• A refundable deposit may apply. It is collected on delivery, never charged online, and returned when the equipment comes back. Damage, loss, or not returning the equipment on the scheduled end date may mean we keep part or all of the deposit.
• Use the equipment only as instructed, for the person it was rented for, and return it in the same condition, apart from normal wear and tear. Don’t sell, lend, sub-let or modify it. Tell us straight away if it stops working or is damaged.
• We deliver and collect the equipment. To keep it longer, ask us before the scheduled end date; late returns are charged at the daily rental rate for each extra day. We may collect the equipment if the rental agreement is broken.
• You can cancel a rental order in your account until it is paid. To cancel a paid rental, contact us — if the equipment hasn’t been dispatched yet, we cancel it and refund you in full.
• Rental subscriptions renew automatically each billing period (monthly, quarterly, every six months or yearly) and are charged to your card until you cancel. You can cancel at any time in My Subscriptions; the subscription then ends at the close of the period you have already paid for.
• Your rental agreement sets out the full details for each rental and forms part of these terms.

• Consultations are provided by licensed doctors who use their own professional judgement. A video consultation has limits — the doctor may ask you to see a doctor in person or go for tests.
• You pay when you book. The video call opens 5 minutes before your appointment time.
• Your cancellation: cancel at least 2 hours before the appointment for a full refund. Closer to the appointment it cannot be cancelled online.
• If the doctor or we cancel your appointment, you are refunded in full.
• If the doctor joins the call and you don’t, the appointment is closed as missed and is not refunded. If you think this is a mistake, contact us and we’ll look into it.
• Your doctor’s notes and prescriptions appear in your account, and the app can remind you to take your medicines. Reminders help you remember — they don’t replace following your doctor’s instructions.

Our health screenings are short questionnaires that give general guidance. They are not a medical diagnosis and do not replace advice from a doctor. If you are worried about your health, please speak to a doctor.

• Reviews must be honest and about your own consultation. Don’t include personal or medical details, or anything offensive or unlawful. Reviews are shown without your name.
• We may hide or remove reviews and other content that break these rules.
• You allow us to display the reviews you leave on our website and app.

Don’t misuse our services — for example by giving false information, uploading a prescription or identity document that isn’t genuine or isn’t yours, trying to access other people’s accounts or information, copying the site’s content in bulk, or interfering with how the site and app work.

The website, the app and their content — including text, images, logos and software — belong to us or to our licensors. You may use them only to use our services.

We provide our services with reasonable care and skill. To the extent the law allows, we are not responsible for losses that were not reasonably foreseeable, for indirect losses, or for problems caused by events outside our reasonable control.

Nothing in these terms limits any responsibility or rights that cannot be limited under UAE law.

We may update these terms when our services or the law change. The new version will appear on this page with a new “last updated” date; for important changes we’ll also tell you by email or in the app. Orders, rentals and appointments you have already made stay under the terms that applied when you made them.

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Disputes that we can’t resolve together will be decided by the courts of Dubai.

Email inquiry@wecareelite.ae, call +971 54 191 1900, or write to We Care Elite, Office No 6, M2 Floor, Block B 01, Burj Nahar Mall, Deira, Dubai, United Arab Emirates.