General Service Agreement

This General Service Agreement (the “Agreement”) governs the use of the Care Panda platform (the “Platform”) by Clients and by Care Partners (caregivers and private duty nurses). By registering an account, booking care, or accepting a booking, you agree to be bound by this Agreement.

Care Panda operates a marketplace connecting Clients with independent Care Partners. Care Panda is not the employer of Care Partners and does not itself provide medical or personal care services.

• All users must be at least 18 years old and provide accurate, current registration information.
• Care Partners must complete onboarding, submit valid credentials and licences where applicable, and be approved before accepting bookings.
• Each account is personal. Users are responsible for safeguarding their credentials and for all activity under their account.
• Email address is the primary identifier for an account. Accounts may not be shared, sold or transferred.
• Care Panda may suspend or terminate any account for breach of this Agreement, fraud, safety concerns or unlawful conduct.

• Clients submit booking requests specifying date, shift type (day or night), duration, stay-in or stay-out arrangement, location and care needs.
• A booking is only initiated once payment authorisation succeeds. If the Client’s payment method is declined or has insufficient funds, no booking is created.
• Care Partners must review and accept or decline booking requests promptly. Acceptance forms a commitment to attend the shift.
• Recurring bookings generate individual shifts, each governed by this Agreement.
• Clients may designate Preferred Care Partners; designation does not guarantee availability.

• 5.1 Payment by Clients

  • Payment is collected at the time of booking through the Platform’s payment provider.
  • Clients may apply available Credit Coins toward a booking. Any remaining balance is charged to the Client’s card.
  • Where Credit Coins fully cover the booking total, no card charge is made and the booking is confirmed immediately.
  • Credit Coins have no cash value, are non-transferable, and are not redeemable for cash withdrawal.

  5.2 Escrow and Release

  • Funds are held in escrow from the time of payment until the shift is completed and verified.
  • Care Partners must check in at the start and check out at the end of each shift through the Platform.
  • Upon completion, the Service Fee and applicable charges are retained by Care Panda and the net amount is released to the Care Partner’s Platform earnings balance.
  • Where completion is not confirmed manually, the Platform may auto-release funds after the scheduled shift end, subject to any open dispute.

    5.3 Care Partner Earnings and Withdrawals

    • Released earnings from completed bookings accumulate in the Care Partner’s earnings balance.
    • Care Partners may request a withdrawal at any time; there is no fixed cutoff period.
    • Withdrawal requests are reviewed and processed by Care Panda to the bank details on record. Processing times depend on the receiving bank.
    • Care Partners are responsible for keeping payout details accurate and for their own taxes and statutory contributions as independent providers.

The following policy applies uniformly to all bookings and to both parties.

• Care Partners must deliver services with professional skill, punctuality and respect, within their approved scope of practice and licence.
• Care Partners must not perform clinical procedures beyond their qualification, and must escalate emergencies to emergency services immediately.
• Clients must provide a safe working environment, accurate care recipient information, and reasonable access to necessities during a shift.
• Stay-in arrangements must include adequate rest, sleeping accommodation and meals as agreed at booking.
• Working hours are monitored on a rolling 7-day basis to support safe workloads. Care Panda may decline bookings that exceed healthy limits.
• Harassment, discrimination, intoxication, theft, abuse and any unlawful conduct are strictly prohibited and grounds for immediate termination.

• After a completed booking, Clients may leave a rating and review, and may optionally give Panda Pats as appreciation.
• Panda Pats are voluntary, in Philippine Pesos, and paid in addition to the booking total. They are credited to the Care Partner’s earnings balance.
• Reviews must be truthful and relate to the service received. Care Panda may remove content that is abusive, defamatory or misleading.

• Either party may raise a support ticket through the Platform for service issues, no-shows, safety incidents or payment concerns.
• Where a dispute is raised before release, escrowed funds remain held until Care Panda resolves the matter.
• Care Panda reviews evidence from both parties, may adjust payouts or refunds, and records a resolution note. Care Panda’s decision on Platform funds is final.
• Safety incidents must be reported without delay. Emergencies must first be reported to the appropriate emergency services.

• Care Panda may publish updated agreements and policies to Clients and Care Partners through the Platform.
• Where acknowledgement is required, continued use of the Platform is conditional on confirming agreement to the current version.
• Acknowledgements are recorded with the user’s email, role, document version and timestamp for compliance purposes.

• Personal data is collected and processed in accordance with the Data Privacy Act of 2012 (RA 10173) and the Care Panda Privacy Policy.
• Care and health information is shared only with the parties necessary to deliver and support a booking.
• Users may request access to, correction of, or deletion of their personal data, subject to legal retention requirements.

• The Platform is provided on an “as is” and “as available” basis. Care Panda is currently offered as a beta release and features may change.
• Care Panda does not supervise the delivery of care and is not liable for the acts or omissions of Clients or Care Partners.
• To the maximum extent permitted by law, Care Panda’s aggregate liability arising from a booking is limited to the total fees paid for that booking.
• Care Panda is not liable for indirect, incidental or consequential losses.

• This Agreement applies for as long as an account remains active.
• Either party may close their account at any time, subject to completing or cancelling outstanding bookings under Section 6.
• Outstanding earnings remain withdrawable, and outstanding obligations survive termination.

Care Panda may update this Agreement. Material changes will be notified through the Platform and, where acknowledgement is required, must be confirmed before continued use. Continued use after the effective date constitutes acceptance

This Agreement is governed by the laws of the Republic of the Philippines. Disputes not resolved through the Platform shall be submitted to the competent courts of the Philippines.

Questions about this Agreement may be sent to support@thecarepanda.com.

By clicking “I have read and agree” in the Care Panda Platform, you confirm that you have read, understood and accepted this General Service Agreement in full, in the role applicable to your account (Client or Care Partner).