Terms of Service
Please read these Terms of Service carefully before using the BetterHands (Pvt) Ltd website or engaging our home care services. By accessing our services, you agree to be bound by these terms.
Last updated: 29 May 2026
Agreement to Terms
These Terms of Service constitute a legally binding agreement between you (“Client”, “you”, “your”) and BetterHands (Pvt) Ltd (“BetterHands”, “we”, “our”, “us”), a company incorporated in Sri Lanka.
By accessing our website at betterhands.org, submitting an enquiry, or engaging our home care services, you confirm that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.
If you do not agree with any part of these terms, please do not use our website or services.
Our Services
BetterHands (Pvt) Ltd provides home-based care services in Sri Lanka, including but not limited to:
Personal Care
Daily living assistance including bathing, grooming, mobility support, and meal preparation.
Nursing Care
Clinical nursing services including medication management, wound care, and chronic disease monitoring.
Companion Care
Social engagement, transport, errands, and respite care for family carers.
BetterHands acts as a care service provider, not merely a caregiver placement agency. We are responsible for the training, vetting, and ongoing supervision of caregivers placed with your family.
Eligibility
Our services are available to individuals and families in Sri Lanka. By engaging our services, you represent that:
- You are at least 18 years of age, or acting on behalf of a person requiring care
- You have the legal authority to enter into this agreement
- All information you provide to us is accurate and complete
- You will notify us promptly of any changes to the client's care needs or circumstances
Booking & Placement
Upon completing a care assessment, BetterHands will identify and present a suitable caregiver match. The following conditions apply:
14-Day Placement Guarantee
We guarantee caregiver placement within 14 calendar days of a completed care assessment. If we fail to meet this timeline through our fault, our team escalates immediately and works without pause until your caregiver is placed.
7-Day Free Replacement
If you are not satisfied with the matched caregiver within the first 7 days, we will arrange a free replacement at no additional cost, subject to a brief review.
90-Day No-Quit Guarantee
If a placed caregiver voluntarily discontinues their engagement within 90 days, BetterHands will provide a replacement without additional placement fees.
Care Assessment
A care assessment may be conducted in person or by phone. The accuracy of information provided during the assessment directly affects the quality of caregiver matching.
Payment & Fees
All fees are quoted in Sri Lankan Rupees (LKR) unless otherwise stated. The following payment terms apply:
Billing cycle
Services are billed weekly or fortnightly as agreed in your care plan. Invoices are issued at the start of each billing period.
Payment methods
We accept bank transfers, cheques, online payments, and corporate billing arrangements. Cash payments are accepted subject to receipt.
Late payments
Invoices unpaid beyond 14 days may incur a late fee of 2% per month on the outstanding balance.
Insurance claims
We will assist with documentation for insurance claims but cannot guarantee approval. Client remains responsible for unpaid balances.
Cancellation Policy
No charge. Cancellation at least 48 hours in advance incurs no fee.
50% of the scheduled session fee applies.
100% of the scheduled session fee applies, except in cases of genuine medical emergency.
To cancel or reschedule a service, please contact us via phone or email at least 48 hours in advance wherever possible.
Caregiver Conduct
All BetterHands caregivers are required to:
- Maintain professional conduct and personal boundaries at all times
- Follow the agreed care plan without deviation unless instructed by BetterHands
- Report any concerns about the client's health or safety to BetterHands immediately
- Not accept gifts, loans, or financial transactions from clients or their families
- Maintain strict confidentiality regarding the client and their household
- Not engage in any private care arrangements directly with the client or family
If you experience inappropriate conduct from a caregiver, please contact BetterHands immediately at +94 74 21 21 744.
Client Responsibilities
As a client of BetterHands, you agree to:
- Provide accurate and complete information about the care recipient's needs, medical history, and home environment
- Ensure a safe working environment for caregivers, free from hazards and abuse
- Not request caregivers to perform tasks outside the agreed care plan
- Not attempt to privately engage or hire a BetterHands caregiver for a period of 12 months after care ends
- Notify BetterHands of any significant changes to the client's health or living situation
- Settle invoices within the agreed payment period
Liability
BetterHands (Pvt) Ltd carries professional indemnity and public liability insurance for all placed caregivers operating within their care plan. The following limitations apply:
Scope of liability
BetterHands is liable for losses directly caused by our negligence or that of our caregivers acting within their assigned duties. We are not liable for indirect, consequential, or third-party losses.
Client property
Caregivers are instructed to handle client property with care. Claims for property damage must be reported to BetterHands within 48 hours of the incident.
Medical decisions
BetterHands caregivers are not licensed physicians and do not provide medical diagnoses or prescriptions. Any clinical care is delivered within defined nursing protocols.
Force majeure
BetterHands is not liable for service disruptions caused by circumstances beyond our reasonable control, including natural disasters, civil unrest, or public health emergencies.
Intellectual Property
All content on betterhands.org — including text, images, logos, graphics, and design — is the property of BetterHands (Pvt) Ltd and is protected by applicable copyright and trademark laws.
You may not reproduce, distribute, modify, or commercially exploit any content from our website without prior written permission. Personal, non-commercial use for informational purposes is permitted.
Termination
Either party may terminate the care service arrangement by providing written or verbal notice. The following applies:
- Clients may end services at any time with 7 days' written notice, subject to outstanding payment obligations
- BetterHands reserves the right to terminate services immediately if the safety or wellbeing of a caregiver is at risk
- BetterHands may terminate services with 7 days' notice if care requirements exceed the scope of what our team can safely provide
- Upon termination, all outstanding invoices become immediately due and payable
Governing Law
These Terms of Service are governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka. Any disputes arising from these terms or the use of our services shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.
We encourage clients to contact us directly to resolve any concerns before initiating formal legal proceedings. We are committed to addressing complaints fairly and promptly.
Changes to Terms
BetterHands (Pvt) Ltd reserves the right to update these Terms of Service at any time. We will notify active clients of material changes via email. The “last updated” date at the top of this page reflects the most recent revision. Continued use of our services after changes are posted constitutes acceptance of the updated terms.
Contact Us
For questions about these Terms of Service or to raise a concern, please contact our team:
Registered Address
200 Narahenpita - Nawala Rd, Sri Jayawardenepura Kotte 11222, Sri Lanka
BetterHands (Pvt) Ltd · Incorporated in Sri Lanka
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