Policies and consent

01Health disclosure and consent

Before any service, you complete the relevant registration, medical history and consent forms. Please tell us about anything that could affect your safety or suitability, including:

• Medical conditions and previous surgeries
• Allergies and sensitivities
• Current medications and supplements
• Pregnancy or breastfeeding
• Previous reactions to medications, IV therapy or other treatments
• Anything else that may be relevant

Complete and accurate information is your responsibility. Leaving out relevant details can affect the safety of your treatment and whether we can offer it.

02Booking and home visits

A visit is booked only once the Care at Home team has confirmed it. A booking request does not guarantee that a particular treatment can be performed: every service is subject to availability, clinical assessment and applicable licensing requirements.

• Give us an accurate address, contact number and any access instructions.
• Make sure the location is accessible and suitable for the service you have requested.
• A responsible adult or legal guardian may need to be present if the patient is a minor or needs support with decisions.
• Our healthcare professional will assess your suitability before treatment begins.
• If you are unavailable, the location cannot be reached or the service cannot be performed safely, the visit may be delayed, rescheduled or cancelled.
• Arrival times are estimates. Traffic, clinical emergencies and other circumstances can cause delays, and we will let you know about significant ones whenever we can.

03Cancellations and rescheduling

Please give us at least 24 hours' notice if you need to cancel or reschedule.

If a healthcare professional has already been dispatched, or supplies have been prepared specifically for your visit, a cancellation or visit fee may apply under the cancellation terms shared with you at booking. The same applies to no-shows and short-notice cancellations.

If we need to cancel or reschedule, we will contact you and arrange an alternative time wherever possible.

04Prices, payments and fees

• We tell you the service fee before your appointment is confirmed.
• Any extra services, tests, products or procedures are discussed with you before additional charges apply.
• Any home-visit, late-night, travel or other additional fee is shared before you confirm.
• Payment is made through the payment methods Care at Home accepts.
• Prices and promotions can change. A confirmed booking keeps the price agreed at the time of booking.

05Packages and refunds

Refund eligibility depends on the service purchased, whether it has started and the booking or cancellation terms that apply.

• Completed healthcare services are generally non-refundable.
• Prepaid services we have not yet provided are reviewed under the applicable refund policy and UAE law.
• Packages and offers follow their stated validity periods and conditions.
• A missed appointment may be deducted from a package where this was explained when you purchased it.
• Packages, offers and prepaid services are non-transferable unless we agree otherwise.
• If a treatment cannot go ahead for medical or safety reasons, our team will review the options with you under the applicable policy.

06IV therapy and medical treatments at home

IV therapy, injections and other medical procedures follow a clinical assessment and your informed consent. Before a procedure, your healthcare professional explains what it involves, its purpose, expected benefits, potential risks and relevant alternatives.

• Treatment goes ahead only when your healthcare professional considers it clinically appropriate and within their authorised scope of practice.
• Specific consent may be required for IV therapy, injections, blood collection and other procedures.
• Your healthcare professional may decline or stop a procedure if a safety concern arises.
• Please follow the aftercare instructions you are given.

Wellness treatments are not a substitute for emergency care, medical diagnosis or ongoing treatment of an underlying condition.

07Peptides, supplements and wellness services

Services involving peptides, supplements or other wellness interventions are subject to regulatory requirements, clinical assessment and professional authorisation. Being available does not make a service suitable for everyone, and where it is not clinically appropriate your healthcare professional may suggest an alternative or decline to proceed.

Please do not start, stop or change prescribed medication based only on general wellness information or on advice given outside a proper clinical assessment.

08Laboratory testing and at-home sample collection

Where we offer laboratory testing or sample collection, please follow the instructions from your healthcare professional or the laboratory.

• Accurate personal details are needed to identify you correctly and process your sample.
• Some tests need preparation, such as fasting or avoiding certain medications, when your healthcare professional tells you so.
• Sample collection and testing depend on availability and on the requirements of the laboratory.
• Results need to be read in their clinical context, and further consultations or investigations may be recommended.

For sensitive tests, including sexually transmitted infection (STI) screening, your information and results are handled confidentially in line with applicable laws and professional requirements.

09Suitability and clinical assessment

Some conditions can make a service unsuitable or call for further assessment. Depending on the service, these may include pregnancy, breastfeeding, allergies, active infections, certain medications, and cardiovascular, kidney or liver conditions.

Your healthcare professional assesses suitability before treatment. Care at Home may postpone or decline a service that is medically inappropriate, unsafe or outside the authorised scope of practice.

10Results and disclaimer

Care at Home does not guarantee specific outcomes from medical, IV therapy or wellness services. Individual responses vary with medical history, underlying conditions, lifestyle and other factors.

Information on our website and social media is general and educational. It does not replace individual medical advice, diagnosis or treatment.

If you have concerns about your health, or notice unexpected symptoms after a service, contact a qualified healthcare professional.

11Privacy and confidentiality

We respect your privacy. Your personal information, medical history, test results and treatment records are handled in line with applicable UAE data protection and healthcare requirements, and are accessed or shared only where authorised, permitted or required by law.

Please choose a place for your visit where you can have reasonable privacy during consultations, examinations, sample collection and treatment.

12Home environment and infection control

To keep you and our healthcare professionals safe, the place of service should be reasonably clean, accessible and suitable for the procedure. If you have a contagious illness or an infection that could affect the safety of the visit, please tell us beforehand.

Our healthcare professionals may postpone or decline a visit if the environment poses a material safety or infection-control concern. All clinical procedures follow applicable infection-control requirements.

13Your responsibilities and rights

We ask you to:

• Give accurate medical and personal information.
• Follow reasonable preparation and aftercare instructions.
• Tell your healthcare professional about any change in your condition before treatment.
• Provide a safe and suitable environment for the visit.
• Treat our team with courtesy and respect.
• Settle charges according to the agreed payment terms.

You have the right to ask questions, to receive relevant information, and to refuse or withdraw consent to a procedure. If you withdraw consent, your healthcare professional will assess whether it is safe to stop and explain the next steps.

14Children and legal guardians

Services for minors follow applicable regulations, clinical requirements and the appropriate consent of a parent or legal guardian. Depending on the child's age, condition and the service, a parent, guardian or authorised representative may need to stay present during the visit.

15Conduct and respect

We aim to keep every visit professional, respectful and safe. Abusive, threatening, discriminatory or inappropriate behaviour toward our team will not be tolerated. If staff or patient safety is at risk, the visit may be stopped and further action taken where appropriate.

16Medical emergencies

Care at Home is not an emergency service. In a medical emergency or if you have severe symptoms, call the UAE ambulance on 998 or seek immediate emergency care.

If an emergency occurs during a home visit, our healthcare professional will act within their training and authorised scope of practice.

17Complaints and feedback

We welcome your feedback and take complaints seriously. Contact our team through the official Care at Home channels about any concern with a booking, healthcare professional or service. We review complaints through our internal procedures and in line with applicable regulatory requirements.

18Changes to these policies

We may update these policies to reflect changes in our services, procedures or legal requirements. The latest version is always published on this page, and changes are subject to applicable legal requirements.

19Contact us

Questions about our policies, bookings, services or consent procedures? Our team is happy to help.

• Call+971 58 607 8532
• WhatsAppMessage us
• Emailinfo@drypskin.com
• VisitUnit R-04, Marinascape Mall, Marina, Dubai, UAE