Please read before booking a WishMatez service.
These terms explain what you can expect from WishMatez and what we ask from clients and their families. Our aim is to keep every booking clear, comfortable and safe for everyone involved.
1. Our services
WishMatez provides companionship and assistance for seniors, including hospital visits, walks, errands and other services listed on our website or app.
The exact tasks covered depend on the service booked and the agreed care plan. Companionship does not replace professional medical, nursing or emergency services.
2. Bookings and information
Please provide accurate information about the person receiving assistance, the service required, the location, the scheduled time and any relevant assistance needs.
A booking is considered confirmed once the applicable booking confirmation has been provided by WishMatez.
3. Companion assignment
We try to match each client with a companion who suits their needs, preferences and personality.
For repeat bookings, we will make every reasonable effort to assign the same companion whenever possible. If a change is necessary due to availability or other circumstances, we will try to arrange a suitable replacement based on the client's history and preferences.
4. Client responsibilities
Clients and their families are expected to:
- Provide accurate booking information and relevant instructions.
- Ensure the companion can access the agreed location safely.
- Treat companions respectfully.
- Communicate changes to the planned service in advance.
- Avoid requesting activities that are unsafe, unlawful or outside the agreed scope of service.
WishMatez may review or discontinue a service where there are serious safety concerns, abusive behaviour or repeated requests outside the agreed service.
5. Travel and other expenses
Cab and fuel expenses incurred when a Wishmate accompanies a client to hospitals, markets, parks or other locations will be paid by the client.
Any other additional expenses should be clarified with the client or authorised family member before they are incurred.
6. Payments
Service fees, package inclusions and applicable additional costs will be communicated through the relevant booking or payment process.
Clients should make payments only through the official payment methods communicated by WishMatez. Do not share banking PINs, passwords or OTPs with a companion.
Please refer to the applicable pricing and payment information for the booking-specific terms.
7. Changes and cancellations
Requests to change, reschedule or cancel a booking should be communicated through the designated WishMatez channel.
Any applicable notice periods, cancellation charges, refunds or rescheduling conditions will be governed by the current Refund & Cancellation Policy provided at the time of booking.
8. Safety and emergencies
Clients should inform WishMatez of any relevant safety or assistance requirements before the service begins.
If a safety concern arises during a visit, contact the support team immediately through the designated SOS or urgent support channel.
In a medical emergency, contact emergency services first. WishMatez companions are not a substitute for qualified medical professionals.
9. Privacy and confidentiality
WishMatez expects companions to respect clients' privacy and maintain confidentiality.
Personal information will be handled in accordance with the applicable Privacy Policy. Clients should also avoid sharing sensitive financial information or unnecessary personal documents with companions.
10. Visit updates and records
WishMatez may provide booking updates, visit completion information and relevant care notes through its available communication channels.
The information available depends on the service and the features currently supported. Any location tracking or other monitoring feature will be subject to the applicable service and privacy arrangements.
11. Feedback and complaints
If you have feedback or are unhappy with a visit, please contact WishMatez support with the relevant booking details.
Safety-related complaints should be raised immediately through the SOS or urgent support channel rather than waiting for a routine complaint review.
12. Updates to these terms
WishMatez may update these terms as its services and processes evolve. The latest version published on the website will apply, subject to applicable law and any requirements to notify clients of material changes.
13. Contact us
For questions about bookings, services, payments or safety, please contact WishMatez through the official contact details listed on our website or app.