Terms of Service

CareFinder is a caregiver matching and management platform that helps families identify suitable caregivers and helps caregivers access care opportunities.

CareFinder provides services including:

• understanding and standardising care requirements;
• caregiver screening and capability assessment;
• caregiver onboarding and training;
• caregiver profile and capability management;
• matching caregivers with families;
• facilitating and managing payments;
• supporting the care relationship after placement; and
• helping families arrange replacement caregivers when required.

CareFinder is not a nursing home, medical provider or healthcare provider.

Unless expressly stated otherwise, CareFinder is not the employer of the caregiver. The employment or service relationship between a family and caregiver is governed by the arrangement between those parties and applicable Malaysian law.

CareFinder helps families identify and engage suitable caregivers through a structured care-matching and management process.

We may assess the family's care requirements, assess caregiver capabilities, provide onboarding or training, recommend suitable matches, facilitate payment, and provide ongoing support and care continuity.

CareFinder uses information provided by families and caregivers to understand care requirements and caregiver capabilities. This information may be used to determine suitability, facilitate matching and support the placement.

The specific services provided by CareFinder may vary depending on the type of placement or service selected.

CareFinder uses a structured care framework to understand the needs of the person receiving care and the capabilities of available caregivers.

This may include areas such as:

• mobility;
• hygiene and personal care;
• medication support;
• feeding;
• overnight care;
• behavioural support;
• recovery support;
• meal preparation; and
• household support.

CareFinder may use this information to establish care requirements, assess caregiver suitability and facilitate a match.

The care requirements established through CareFinder are intended to create a common understanding between the family, caregiver and CareFinder regarding the expected scope of care.

CareFinder may review or update care requirements when circumstances change.

CareFinder may:

• assess information provided by caregivers and families;
• determine whether a caregiver is suitable for particular opportunities;
• require caregivers to complete onboarding or training;
• maintain caregiver capability and performance records;
• recommend caregivers to families;
• facilitate communication relating to a placement;
• facilitate and manage payment;
• collect feedback about placements;
• provide support when issues arise;
• assist with caregiver replacement or continuity; and
• suspend or remove users from the platform where appropriate.

CareFinder does not guarantee that every placement will be successful.

A CareFinder match is a recommendation based on the information available to us and does not constitute a guarantee of compatibility, performance or outcome.

By submitting a care request or engaging a caregiver, the family agrees to:

• provide accurate and complete information about the person receiving care;
• accurately describe the care requirements and expected duties;
• inform CareFinder if the person's condition or care requirements materially change;
• provide a safe and suitable environment for the caregiver;
• provide reasonable equipment and facilities required for the agreed care arrangement;
• agree to the scope of work and applicable rate before the placement begins;
• pay the agreed amount through the CareFinder payment process;
• treat caregivers with dignity and respect;
• comply with applicable employment and immigration requirements; and
• provide honest and accurate feedback about the placement.

Families must not deliberately misrepresent care requirements or job responsibilities to obtain a caregiver at a lower rate or otherwise gain an unfair advantage.

By creating a CareFinder profile, caregivers agree to:

• provide accurate and honest information about their identity, experience, skills and training;
• provide accurate information about their availability;
• disclose information relevant to their ability to perform the agreed care duties;
• complete any screening, onboarding or training required by CareFinder;
• maintain the accuracy of their CareFinder profile;
• perform agreed care duties responsibly and professionally;
• follow the agreed care requirements;
• treat patients and families with dignity and respect;
• inform CareFinder promptly if they become unavailable or are unable to fulfil a placement;
• use the CareFinder payment process where required;
• provide honest information regarding placement outcomes; and
• comply with applicable Malaysian law.

Caregivers must not deliberately misrepresent their capabilities or accept a placement they know they are not reasonably capable of performing.

CareFinder may assess caregivers based on their experience, skills, training, references, documentation, interviews, assessments and other information available to CareFinder.

CareFinder may provide, recommend or require training, onboarding or capability development as part of its caregiver management process.

Completion of CareFinder screening or training does not constitute a professional licence, medical qualification or guarantee of future performance.

CareFinder may restrict a caregiver from particular types of care where CareFinder determines that the caregiver does not have the appropriate capability or experience.

CareFinder may present one or more caregivers that it considers suitable based on the care requirements and available information.

Families remain responsible for making the final decision to engage a caregiver.

Caregivers are also responsible for deciding whether a particular placement is suitable for them.

Information shown in a caregiver profile is intended to help families make an informed decision. Families may request additional information or clarification before confirming a placement.

CareFinder facilitates and manages payments associated with placements made through the platform.

Before a placement is confirmed, the applicable rate, payment arrangement and other relevant charges will be communicated to the parties.

Where applicable:

• the family pays through CareFinder;
• CareFinder records and manages the payment;
• CareFinder may deduct applicable CareFinder fees before making payment to the caregiver; and
• the caregiver receives the applicable amount through the CareFinder payment process.

CareFinder may withhold, delay or review a payment where there is a genuine payment dispute, suspected fraud, inaccurate information or another legitimate reason under these Terms.

CareFinder will not knowingly withhold amounts properly due to a caregiver, subject to applicable deductions, disputes, refunds or adjustments.

Unless expressly stated otherwise, CareFinder does not employ the caregiver.

The family and caregiver are responsible for understanding and complying with the legal requirements applicable to their particular arrangement.

Nothing in these Terms is intended to create an employment relationship between CareFinder and a caregiver merely because CareFinder:

• screens or trains the caregiver;
• assesses or recommends suitability;
• standardises care requirements;
• facilitates a placement;
• manages payment;
• collects feedback;
• provides performance support; or
• assists with replacement or continuity.

CareFinder's role is to provide the platform, care framework and management services supporting the care relationship.

Caregivers and families are responsible for complying with applicable Malaysian immigration, employment and other legal requirements.

CareFinder may request documents or information relating to a caregiver's identity, work eligibility or other relevant requirements as part of its screening and onboarding process.

Providing documents to CareFinder does not constitute a guarantee that a particular employment arrangement is legally permissible.

Where a caregiver requires a work permit, visa, immigration approval or other authorisation, the relevant parties remain responsible for ensuring that the required authorisation is obtained and maintained.

CareFinder may refuse to facilitate a placement where it reasonably believes that the proposed arrangement does not meet CareFinder's requirements or may breach applicable law.

CareFinder recognises that caregiving is an ongoing relationship and that caregivers may become unavailable because of leave, illness, emergencies or other circumstances.

Where a caregiver becomes unavailable, CareFinder may assist the family in identifying a suitable replacement from its caregiver network.

CareFinder does not guarantee that an immediate replacement will always be available.

The suitability of a replacement will depend on the care requirements, caregiver availability and other circumstances at the time.

Care requirements may change over time.

Families must inform CareFinder when there is a material change in:

• the patient's condition;
• mobility;
• personal care needs;
• medication support;
• feeding requirements;
• behavioural needs;
• overnight requirements;
• recovery needs; or
• other material responsibilities.

CareFinder may reassess the placement and recommend changes, additional support, training or a different caregiver where appropriate.

A caregiver should not be expected to perform duties materially outside the agreed care requirements without appropriate discussion and agreement.

CareFinder is not a medical or healthcare provider.

CareFinder does not diagnose medical conditions, prescribe medication or provide medical treatment.

Information collected through CareFinder is used primarily to understand care requirements and facilitate matching.

Families remain responsible for obtaining appropriate medical or professional advice where required.

Caregivers must not represent themselves as medical professionals or perform tasks outside their training, capability or agreed responsibilities.

CareFinder collects and uses personal information in accordance with its Privacy Policy.

Families acknowledge that information about the person receiving care may be shared with suitable caregivers where reasonably necessary to assess and facilitate a placement.

Caregiver information may be shared with families for the purpose of evaluating and arranging suitable placements.

CareFinder will take reasonable measures to protect personal information and will only disclose information in accordance with its Privacy Policy, these Terms, applicable law or where otherwise authorised.

Users must not:

• provide false or misleading information;
• impersonate another person;
• create multiple accounts to manipulate the platform;
• manipulate ratings or reviews;
• harass, threaten or discriminate against another user;
• misuse patient or caregiver information;
• use the platform for unlawful purposes;
• deliberately avoid agreed payment obligations;
• attempt to circumvent CareFinder's systems or processes; or
• engage in conduct that may place a patient or caregiver at unreasonable risk.

CareFinder may request feedback from families and caregivers following a placement.

Users agree to provide feedback honestly and in good faith.

CareFinder may use placement feedback and performance information to:

• improve matching;
• assess caregiver capability;
• identify training needs;
• support continuity;
• improve the platform; and
• determine continued eligibility to use CareFinder.

CareFinder may investigate patterns of complaints or poor performance and may restrict or remove a user from the platform where appropriate.

CareFinder may suspend, restrict or terminate a user's access where it reasonably believes that the user:

• has breached these Terms;
• has provided false or misleading information;
• has engaged in fraudulent activity;
• has failed to meet CareFinder's standards;
• has endangered another person;
• has repeatedly failed to fulfil agreed responsibilities;
• has avoided legitimate payment obligations; or
• has otherwise misused the platform.

CareFinder may consider patterns of behaviour rather than relying solely on a single complaint.

CareFinder makes reasonable efforts to provide suitable matches based on the information available.

However, CareFinder does not guarantee:

• that a caregiver will always be available;
• that a particular caregiver will accept a job;
• that a family will accept a caregiver;
• that a placement will continue for a particular period;
• that a caregiver will perform to a particular standard in every circumstance; or
• that a placement will meet every expectation of a family or caregiver.

To the fullest extent permitted by Malaysian law, CareFinder and its operators will not be liable for losses arising from matters outside CareFinder's reasonable control, including:

• acts or omissions of families or caregivers;
• changes in a patient's condition;
• caregiver illness, absence or misconduct;
• disputes between families and caregivers;
• inaccurate information supplied by users;
• interruption or unavailability of the platform; or
• circumstances beyond CareFinder's reasonable control.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under Malaysian law.

CareFinder may update these Terms from time to time.

The updated Terms will be published on this page together with the updated effective date.

Continued use of CareFinder after the updated Terms take effect constitutes acceptance of the updated Terms, subject to applicable law.

These Terms are governed by the laws of Malaysia.

Any dispute arising from these Terms or use of CareFinder will be subject to the applicable jurisdiction of the courts of Malaysia.