Last updated: 8 October 2026

These Terms govern the home healthcare and wellness services (“Services”) provided by Best Home Care, a service of Prima Vita Clinics LLC (“we”, “us”), and your use of this website. Prima Vita Clinics LLC is licensed by the Dubai Health Authority under DHA Licence No. 5821241, with Home Healthcare as a listed service, and holds Dubai Trade Licence No. 1238323.

By booking a Service, accepting a care plan or quotation, or allowing our staff to attend an appointment, you agree to these Terms. If you book on behalf of another person, you confirm you are authorised to do so and to share that person’s information with us.

Nothing in these Terms removes or limits any right you have under the laws of the United Arab Emirates that cannot lawfully be excluded.

1. Our Services

We provide home-based nursing, care and wellness services across Dubai, Sharjah, Ajman and Abu Dhabi. Our clinical staff hold individual DHA licences appropriate to their scope of practice.

We are not an emergency service. In a medical emergency call 998 or 999, or attend the nearest emergency department. Do not wait for a scheduled visit.

Our Services do not replace the care of your treating physician. Where a Service requires a physician’s referral, prescription or care plan, we will tell you, and we cannot proceed without it.

A caregiver who is not licensed as a nurse may not carry out any medical, nursing or diagnostic procedure, administer injections or intravenous solutions, or perform any act requiring professional licensing. Those are carried out only by appropriately licensed staff.

2. Assessment and care plan

Before regular care begins we carry out an assessment to establish what is clinically appropriate, who is suitable to deliver it, and at what frequency. Where an assessment fee applies it is set out in your quotation and is non-refundable once the assessment has been carried out.

We may decline or discontinue a Service where, in our clinical judgement, it is unsafe, inappropriate, or outside our licensed scope. Where we do, you are not charged for undelivered care.

3. Your responsibilities

You agree to provide accurate and complete information about the patient’s condition, medications and allergies, and to tell us promptly if anything changes; to provide safe and reasonable access at the scheduled time; to provide a safe working environment in which our staff are not exposed to abuse, harassment, discrimination or unsafe conditions; not to ask our staff to perform tasks outside the agreed care plan or their licence; and to supply any medical or personal items for the patient that are not included in the Service.

Where a caregiver is engaged on a stay-in basis, you agree to provide suitable accommodation and daily meals for the duration of the engagement, including a clean private sleeping area, privacy, and access to appropriate washroom facilities. Providing accommodation and meals does not mean the caregiver works without rest; working hours and rest periods follow the agreed service and applicable law.

4. Caregiver assignment and substitution

We make reasonable efforts to provide continuity of caregiver. We cannot guarantee a named individual. We may substitute a caregiver where necessary, including for leave, illness, emergencies, clinical suitability or operational reasons, and will provide a suitable alternative wherever possible. Substituting a comparably qualified caregiver is normal delivery of the Service, not a failure of it. You may also request a substitution where genuinely necessary.

5. Fees and payment

Fees are as set out in your quotation, care plan or invoice. Services are payable in advance unless agreed otherwise in writing, and a booking is not confirmed until payment is received. Fees exclude medication, consumables and equipment unless stated. Any service not listed in the quotation or care plan — including additional medical visits, physiotherapy sessions or extra nursing services — is charged separately at our approved rates. VAT applies where applicable under UAE law.

6. Payments and refunds

Services are booked and paid in advance. Once a booking is confirmed or the Service has commenced, amounts paid are not refundable, in whole or in part, except where we agree otherwise in writing.

Where you no longer wish to continue, you may ask us to substitute another service we offer, to the value of the amount paid, subject to availability and our prior approval. Where the substitute service costs more, the difference is payable before it begins. Substitution does not result in a cash refund in any circumstance.

Where you have signed a service agreement with us, that agreement governs, and these Terms apply in addition to it.

Nothing in this section affects any right you have under the laws of the United Arab Emirates that cannot lawfully be excluded, including under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

7. Changing or ending a Service

Either party may end an agreement by giving the notice stated in the quotation or signed agreement. Unless agreed otherwise in writing, that is six (6) working days for monthly arrangements and at least two (2) days for daily or short-term services. Any administrative or cancellation charge set out in the quotation or approved financial terms applies.

Where our caregiver attends and care cannot be delivered for a reason within your control — including refused or delayed access, the patient being unavailable, or an unsafe environment — the visit is treated as delivered and is chargeable in full.

8. If you are not satisfied

If you are dissatisfied with a visit, a caregiver or any part of the Service, please tell us in writing within 24 hours of the visit concerned, with enough detail for us to identify what went wrong. We will acknowledge within two working days and investigate.

Where appropriate we will offer a replacement caregiver or an adjustment to the care plan, and we ask that you allow that remedy a genuine opportunity to take effect. Replacement or adjustment is our primary remedy; our aim is to put the Service right.

Concerns about patient safety, clinical harm or professional conduct are not subject to this process. Raise those with us immediately by any means. They are handled under our clinical governance procedure, and you may at any time raise a concern directly with the Dubai Health Authority.

9. Not employing our staff directly

Our caregivers are recruited, licensed, trained, insured and supervised by us at significant cost. During your engagement and for twelve (12) months afterwards, you agree not to employ or engage, directly or indirectly, any caregiver introduced to you by us, without our written agreement. If you wish to employ a caregiver directly, speak to us first.

10. Liability

We maintain the insurance required for our licence and are liable for loss caused by our negligence or breach of these Terms. We are not liable for complications or outcomes arising from undisclosed medical information, from a failure to follow clinical instructions, from a request to perform procedures outside the agreed scope or our licence, or from circumstances beyond our reasonable control.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded under UAE law.

11. Confidentiality and your data

We handle personal and health data in accordance with applicable UAE law, including Federal Law No. 2 of 2019 on the use of Information and Communication Technology in Health Fields. Our staff are bound by professional confidentiality obligations.

12. Changes to these Terms

We may update these Terms. The version in force is the one published here at the time you book. Material changes affecting an ongoing arrangement will be notified to you.

13. Governing law

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. We ask that you raise any dispute with us first — most are resolved quickly. Failing an amicable resolution, the courts of Dubai have jurisdiction. You also retain the right to raise a consumer complaint with the Department of Economy and Tourism, and any clinical concern with the Dubai Health Authority.

14. Contact

Best Home Care — a service of Prima Vita Clinics LLC
Vakson Commercial Building, Unit 103B, 25 3 Street, Sheikh Zayed Road, Umm Al Sheif, Dubai, UAE
Email: clinic@primavitadubai.com
Telephone: +971 4 321 9433  |  +971 50 623 9663
DHA Licence No. 5821241  |  Trade Licence No. 1238323