Terms & Conditions

1. Definitions

In these Terms and Conditions, the following terms apply:

• "Fernvale" / "we" / "us" — Fernvale, an in-home elderly care service provider registered and operating in Taipei, Taiwan.
• "Client" — the individual or family that has engaged or is enquiring about Fernvale's services.
• "Service Recipient" — the older adult receiving direct care.
• "Service" — any of Fernvale's care arrangements: Weekend Respite, Nighttime Monitoring, or Premium Holistic Home Care.
• "Agreement" — the service arrangement confirmed between Fernvale and the Client, governed by these Terms.

2. Acceptance of Terms

By submitting an enquiry, signing a service agreement, or using our website, you agree to be bound by these Terms and Conditions. You confirm that you are at least 18 years of age and have the legal capacity to enter into this Agreement on behalf of yourself and the Service Recipient's household.

3. Service Description

Fernvale provides in-home care support services in Taipei and adjacent districts. Services are provided by trained aides according to a written care plan prepared in consultation with the Client. Services are non-medical in nature — we do not provide nursing, clinical diagnosis, or medical treatment.

Service availability is subject to aide scheduling capacity. Fernvale will notify the Client of any unavailability as early as practicable and will arrange a pre-briefed substitute where possible.

4. Client Responsibilities

• Provide accurate and complete information about the Service Recipient's health, routines, and care needs
• Notify Fernvale promptly of any change in the Service Recipient's condition or circumstances
• Ensure the home environment is reasonably safe for the aide to perform care duties
• Treat Fernvale staff with respect — abusive behaviour toward aides will result in immediate termination of service
• Not request care activities outside the agreed scope without prior agreement

5. Payment Terms

Pricing

Services are invoiced in New Taiwan Dollar (NTD). Pricing is confirmed in writing before each engagement begins. Starting rates are: Weekend Respite from NT$8,100; Nighttime Monitoring from NT$18,300; Premium Holistic Care from NT$70,100 per month. Final pricing depends on scope and frequency.

Payment

Payment is due within 7 days of invoice. Accepted payment methods include bank transfer. Invoices not settled within 14 days may result in suspension of service until the balance is cleared.

Adjustments and Cancellations

Schedule changes require at least 48 hours notice. Cancellations within 24 hours of a scheduled engagement may be invoiced at 50% of the session rate. Force majeure situations will be handled reasonably on a case-by-case basis.

6. Intellectual Property

All content on the Fernvale website — including text, images, and design — is the property of Fernvale. You may not reproduce, redistribute, or use any website content for commercial purposes without prior written consent.

7. Disclaimers

Fernvale aides are trained care support workers, not licensed medical professionals. We do not provide medical advice, clinical assessments, or nursing care. Families are advised to maintain appropriate medical oversight independently. We make reasonable efforts to deliver consistent and high-quality care but cannot guarantee specific health outcomes for the Service Recipient.

8. Limitation of Liability

To the extent permitted by Taiwan law, Fernvale's liability in connection with services provided is limited to the fees paid for the relevant engagement in which the issue arose. We are not liable for indirect, incidental, or consequential losses. This limitation does not apply to liability arising from gross negligence or intentional misconduct.

9. Confidentiality

All information shared about the Service Recipient is treated as confidential. Fernvale staff are bound by confidentiality agreements. Information is not shared outside the care team without the Client's explicit consent, except where required by law.

10. Termination

Either party may terminate the service arrangement with 7 days written notice. Fernvale may terminate immediately in cases of safety risk to our staff, non-payment, or material breach of these Terms. Termination does not affect amounts already due.

11. Dispute Resolution

We prefer to resolve any disputes informally. Please contact us at [email protected] in the first instance. These Terms are governed by the laws of Taiwan, and any disputes that cannot be resolved informally shall be submitted to the jurisdiction of the courts of Taipei City.

12. Changes to These Terms

We may update these Terms from time to time. Changes will be communicated to active clients by email and will be reflected on this page with an updated "Last Updated" date. Continued engagement of our services following any update constitutes acceptance of the revised Terms.

13. Contact

For legal or contractual enquiries:

• Email: [email protected]
• Address: No. 127, Section 2, Wuchang Street, Songshan District, Taipei 105
• Phone: +886 4 649 9480