Terms of Service

1. Introduction

Mrafqk is a mobile platform operating out of Riyadh, Kingdom of Saudi Arabia.

These Terms of Service ("Terms") cover your use of the Mrafqk app, website, and related services (together, the "Platform"). If you create an account or use the Platform, they apply to you.

2. The Service: Strictly Non-Medical

Mrafqk is a technology platform that connects patients and their families ("Users") with vetted companions ("Companions") for support services inside and around hospitals in the Kingdom of Saudi Arabia.

Every Companion is a qualified nurse, and Mrafqk verifies those credentials before approving an account (see Section 8). Companions are nonetheless engaged here in a NON-CLINICAL CAPACITY ONLY. The nursing qualification is how Mrafqk vets people. It is not an offer of nursing or medical services, and no nurse-patient relationship arises between a Companion and a patient.

Companions provide STRICTLY NON-MEDICAL support, including:

• Hospital appointment escort and wayfinding;
• Insurance and paperwork assistance;
• Pharmacy and laboratory pickup;
• Dialysis and chemotherapy appointment companionship;
• Inpatient and overnight companionship;
• Physiotherapy and rehabilitation companionship;
• Full-day hospital assistance;
• Elderly and chronic-care follow-up support.

Companions DO NOT provide any clinical, medical, nursing, diagnostic, therapeutic, or pharmaceutical services. They do not administer medication, perform any medical procedure, or give any medical advice. All clinical care remains the responsibility of licensed healthcare providers.

3. Eligibility and Account Registration

You must be 18 years of age or older to create a Mrafqk account or to book a service through the Platform, and you must have legal capacity to enter into a binding contract. By creating an account you confirm that you are at least 18.

You may book on behalf of another person, including a minor or an elderly relative, provided you are legally entitled to arrange care for them. The patient does not need an account of their own.

You agree to provide accurate, current, and complete information during registration and to keep it updated. You are responsible for safeguarding your account credentials.

4. Bookings, Pricing and Payments

Pricing is set by offer. You name the price you are willing to pay when you create a booking request, and Companions either accept that price or respond with their own. You choose which Companion to book, so the agreed price is visible to you before the booking is confirmed. All prices are in Saudi Riyal (SAR) and inclusive of applicable VAT unless stated otherwise.

No amount is taken when you confirm a booking. You settle the agreed price on completion of the visit.

Card payment through the Platform is processed by the Moyasar payment gateway. Any charge is taken after the visit has been completed and never at the time of booking, and Mrafqk does not receive or store your full card number at any point.

You may save a card in the app for future convenience. Only the cardholder name, the last four digits, the card network, and the expiry date are stored; the full card number never leaves your device and is never sent to Mrafqk's servers. Saving a card does not authorise a charge on its own.

Cancellation and no-show terms are set out in the in-app booking flow and form part of these Terms. Because nothing is charged at the time of booking, cancelling a booking before the visit begins leaves nothing to refund.

5. Transportation

Where a booking includes travel to or from a hospital, you choose one of three transport options when you book:

• Companion's vehicle. The Companion collects the patient in their own car. Mrafqk offers this only where it has verified the Companion's Saudi driving licence, vehicle registration (Istimara), and motor insurance;
• Ride-hailing. Mrafqk books the ride with a third-party provider such as Careem or Uber. That provider supplies the ride, and its own terms, driver standards, and insurance govern it;
• Patient's vehicle. The Companion travels to the patient and drives the patient's own car. You confirm the car is roadworthy and insured for a driver other than the registered owner.

A return journey can be arranged under any of these options. It is charged separately unless the booking says otherwise. Availability depends on Companion supply, vehicle verification, and, for ride-hailing, whether the provider covers your area.

Mrafqk is not a transport company and runs no vehicle fleet. Where a third-party provider supplies the ride, Mrafqk acts only as the arranger and is not answerable for that provider or its drivers. Where the patient's own car is used, making sure it is registered and insured for the trip stays with you.

Companions may not transport a patient who needs an ambulance, a stretcher, oxygen, or any other medically supervised transfer. Arrange those through a licensed medical transport provider. A Companion may refuse or end a journey if they reasonably believe the patient's condition calls for one.

6. Hospital Partnerships

Where Mrafqk operates inside a partner hospital, the hospital is not a party to the contract between the User and Mrafqk. The hospital is not responsible for the acts or omissions of Companions and shall not be liable for any matter arising from the use of the Platform.

7. User Conduct

You agree not to:

• Request that a Companion perform any medical, clinical, or unlawful task, including any task that relies on their nursing qualification;
• Ask a Companion to transport a patient who requires ambulance or medically supervised transfer;
• Harass, threaten, or harm any Companion, hospital staff, or third party;
• Misrepresent your identity or the patient's identity;
• Use the Platform for any purpose other than its intended non-medical companion service.

8. Companion Standards and Credential Verification

All Companions are bound by a written code of conduct and are subject to ongoing rating and review. Companions are independent service providers engaged by Mrafqk under separate agreements.

Mrafqk will not approve a Companion account until the applicant has supplied proof of their nursing qualification, a member of the Mrafqk team has reviewed it by hand, and Mrafqk has confirmed the applicant's affiliation with a partner hospital. No account is approved automatically. Mrafqk accepts:

• a current nursing practice licence;
• a nursing registration certificate; or
• another officially recognised nursing credential Mrafqk accepts.

Companions must keep these current and tell Mrafqk straight away if a licence lapses or is suspended, restricted, or withdrawn. Mrafqk may re-verify at any time. Where verification cannot be completed, or a credential turns out to be invalid, expired, or misrepresented, Mrafqk suspends or closes the account.

A Companion who wants transport bookings must also give Mrafqk a valid Saudi driving licence, vehicle registration, and motor insurance. Mrafqk offers transport work only once those documents check out.

Verifying a nursing credential confirms professional standing, nothing more. It does not permit clinical work through the Platform, and it does not make Mrafqk a provider of nursing or healthcare services. Section 2 applies in full.

9. Disclaimers and Limitation of Liability

The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by applicable Saudi law, Mrafqk disclaims all warranties, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

Mrafqk is neither a healthcare provider nor a transport provider. It bears no responsibility for clinical outcomes, medical decisions, or any aspect of medical care, nor for the acts or omissions of any third-party ride-hailing provider or its drivers. In no event shall Mrafqk's aggregate liability to any User exceed the total amount paid by that User to Mrafqk during the three (3) months immediately preceding the event giving rise to the claim.

10. Intellectual Property

All content, trademarks (including "MRAFQK" and "مرافق"), software, and materials on the Platform are owned by Mrafqk or its licensors and are protected by Saudi and international intellectual property laws.

11. Privacy and Data Protection

Your use of the Platform is also subject to the Mrafqk Privacy Policy, which describes how Mrafqk collects, uses, and protects your personal data in accordance with the Saudi Personal Data Protection Law (PDPL) and its Implementing Regulations.

12. Termination

Mrafqk may suspend or terminate your account at any time if you breach these Terms, misuse the Platform, or for any other lawful reason. You may stop using the Platform at any time.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any dispute shall be resolved exclusively by the competent courts in Riyadh.

14. Changes to the Terms

Mrafqk may update these Terms from time to time. Material changes will be communicated through the Platform. Continued use after changes become effective constitutes acceptance.

15. Contact

Email: terms@mrafqk.com | Website: mrafqk.com | Address: Riyadh, Kingdom of Saudi Arabia