Service terms

These terms are between you and Oreka Pte Ltd (UEN 202647400R), which trades as Oreka (“Oreka”, “we”). “You” means the person who arranges care and pays for visits: the patient, or someone arranging care for them. If you arrange care for someone else, you confirm you are allowed to, in one of the ways set out in section 4 of our privacy notice. The patient may enforce the promises we make here about their care.

Oreka arranges physiotherapy at home. We review your enquiry, propose a suitable physiotherapist, arrange visits, take payment and pay the physiotherapist. We are responsible to you for arranging the service with reasonable care and skill. We only offer cases to physiotherapists who, when we check, are registered with the Allied Health Professions Council and hold a current practising certificate, and who have shown us professional indemnity insurance they tell us covers home visits. We check the public register before offering each case and when a certificate is due to end. If any of these lapses, we stop their visits and tell you.

Your physiotherapist assesses whether physiotherapy is suitable, decides and explains your care, and confirms your consent at the visit. Oreka does not make clinical decisions: the questions we ask before arranging care decide only whether Oreka’s service is suitable to arrange. Your physiotherapist keeps the clinical notes of your care.

We cannot promise a particular result from physiotherapy, or that an insurer or employer will reimburse a visit. We cannot promise a physiotherapist at every time you would like. Oreka is not an emergency service: if someone needs urgent medical help, call 995.

An enquiry is not a booking. A person from Oreka replies to every enquiry within 24 hours; that reply is not yet a confirmed visit. A visit is confirmed when we have agreed its time with you.

Every visit is 60 minutes and starts on the hour, 8am to 7pm, Singapore time. Every visit costs S$250.

First and follow-up visits cost the same. Prices are nett: what you see is what you pay, and nothing is added at payment. If you are not ready when a visit starts, it still ends on time. If your physiotherapist is running late, we tell you, and you can keep the visit, with the time made up where possible, or cancel it free of charge.

• How you pay. After each visit that takes place, we send you a payment link on WhatsApp, and you pay on the page of our payment provider, Airwallex. You do not pay before a visit, and we do not keep your card.
• What we ask you to pay. For each visit that takes place, the price in section 6, in Singapore dollars, and nothing else: no card fee, booking fee, interest or late fee. Never more than the price we confirmed for that visit unless you agreed to more in writing before it.
• When we send the link. Once for each visit, when Oreka confirms it took place — usually the same or the next day. Never before a visit, and never for a visit that is cancelled by anyone, that your physiotherapist could not carry out, or that did not take place.
• The link. Each link is for one visit, at its price, and stays open for 7 days. If it lapses before you pay, we tell you and send a new one before we take any other step.
• Receipts. After each payment we send you a receipt with the visit’s date and start time, your physiotherapist, the amount and a reference. We send it again whenever you ask.
• Your card details. Airwallex handles your payment. Oreka never sees or keeps your card number or security code.
• Wrong payments. Tell us within 60 days. If a visit did not take place as agreed, or you paid the wrong amount, we refund the difference, or all of it, the way you paid, starting within 3 business days. This does not affect your right to dispute a card payment with your card issuer.

You can change or cancel a visit at any time, free of charge. Please tell us at least 24 hours before where you can, so your physiotherapist can offer the time to someone else. If a visit is cancelled — by you, by us or by your physiotherapist — or your physiotherapist arrives and cannot see you, you are not charged, and anything you paid for it is refunded. We start refunds within 3 business days, to the card you paid with; your bank decides when it appears.

We may introduce cancellation fees in future. If we do, we will tell you at least 30 days before, and they will never apply to a visit booked before the change.

• Give us accurate information, and tell us if anything changes — health, access or contact details.
• Provide a safe place to work, secure any pets, and have someone at home when your physiotherapist asks for it.
• Treat physiotherapists and Oreka staff with respect. We do not accept abuse, harassment or threats. A physiotherapist may end a visit that is unsafe, and we may stop arranging care.

We aim to keep the same physiotherapist throughout your care. If that does not work out, we arrange a suitable replacement and a handover.

Please arrange further visits through Oreka rather than directly with your physiotherapist, so that the checks, the record and the payment arrangements that protect you stay in place.

We are responsible for loss that is a foreseeable result of our failing to use reasonable care and skill in arranging your care. We are not responsible for loss we could not reasonably have foreseen. Nothing in these terms limits our liability for death or personal injury caused by negligence, or any other liability that the law does not allow us to limit.

Please tell us first, through the contact page. We reply within 24 hours and aim to resolve a complaint within 10 business days. If we cannot resolve it, you can contact the Consumers Association of Singapore (CASE) for advice or mediation, or bring a claim about this contract to the Small Claims Tribunals — for claims up to S$20,000, or S$30,000 if both sides agree, brought within 2 years. This does not limit your right to go to court.

How we handle it is set out in the privacy notice.

We tell you by WhatsApp or email at least 30 days before we change these terms or our prices. A change never applies to a visit already booked, and a new price applies only to visits booked after the change.

These terms are governed by the law of Singapore.