Last Updated: April 20, 2026
This policy governs the use of the Maika App Platform (“Platform”), which enables customers to book assessment and scheduled healthcare services provided by Dr. Sunny Home Health Care professionals (“Service Providers”).
By making a booking through the Maika App, you agree to the terms outlined below.
- Definitions
- Platform: The Maika Mobile Application.
- Client / You: Any individual booking an assessment or care service through the Platform.
- Service Provider (SP): Nurses or healthcare professionals available through the Platform to deliver care services after assessment completion.
- Nurse Supervisor: A qualified healthcare professional assigned to conduct the initial home assessment and assist the client in selecting appropriate care services and nurses.
- Assessment Booking: The initial service booked by the Client (Baby/Child Care or Mother Care), during which a Nurse Supervisor visits the client’s home to evaluate care requirements.
- Nurse Directory: A restricted section within the Platform that displays available nurses, accessible only after assessment fee payment and OTP verification.
- Appointment: A confirmed booking for either an assessment visit or a nurse service scheduled through the Platform.
- OTP (One-Time Password): A verification code sent via WhatsApp and app notification, used to unlock the nurse directory and/or verify service actions.
- No-Show: Failure of the Client to be available at the scheduled location for assessment or service, or failure to cooperate with required verification (including OTP where applicable).
- Booking Types
2.1 Assessment Booking (Initial Service)
Assessment Booking is the first step required to access care services (Baby/Child Care or Mother Care).
Process & Assignment
- Once an assessment is booked, a Nurse Supervisor will be assigned.
- The Nurse Supervisor will arrange and conduct a home visit to assess the client’s needs based on service requirements.
Directory Access (Post-Assessment Payment)
- After payment of the assessment fee:
- The client will receive an OTP via automated WhatsApp message and app notification.
- This OTP is required to unlock access to the nurse directory within the application.
- Once unlocked:
- Clients can view available nurses.
- Clients can directly select and book nurses based on their preferred number of days and care requirements.
- The Nurse Supervisor may assist the client during the assessment visit to:
- Unlock the nurse directory,
- Browse available nurses,
- Support in selecting a suitable nurses.
Cancellation Rules (Assessment Booking)
- More than 24 hours before scheduled assessment:
- Free cancellation.
- Full refund issued (subject to applicable agreement terms).
- Less than 24 hours before scheduled assessment:
- Charges may apply.
- No refund or partial refund at the company’s discretion.
- After Nurse Supervisor arrives at location:
- Full assessment fee applies.
- No refund will be issued.
2.2 Nurse Booking (Post-Assessment Service)
Nurse booking is enabled only after completing the assessment and unlocking the nurse directory.
Booking Process
- Clients can select and book nurses directly from the directory.
- Booking is based on availability and required duration of service.
Cancellation Rules
- More than 24 hours before scheduled service:
- Free cancellation.
- Full refund issued (subject to care service agreement terms).
- Less than 24 hours before scheduled service:
- Full service charges apply.
- No refund or credit.
- OTP & Service Access
OTP verification is required to unlock the nurse directory after assessment fee payment.
OTP will be sent via:
- Automated WhatsApp message, and
- Application notifications.
Access to nurse profiles and booking functionality is restricted until OTP verification is completed.
- Waiting Time & No-Show Policy
4.1 Waiting Period
- Upon arrival, the Service Provider will wait:
- 5–10 minutes (as defined by service type).
- Attempts will be made to contact the customer.
4.2 No-Show Conditions
A booking is classified as a No-Show if:
- The customer is unavailable,
- The customer does not respond,
- The location is inaccessible or incorrect.
4.3 Charges
- Full service charges apply.
- No refund or credit will be provided.
- Customer Responsibilities
Customers must:
- Provide accurate address and contact details,
- Ensure access to premises (security, gate codes, parking),
- Be present and available at the scheduled time,
- Cooperate with OTP verification and service delivery.
Failure to meet these responsibilities may result in:
- Cancellation without refund,
- Full charges applied.
- Service Disruptions
6.1 When Maika App or Service Provider is responsible for disruption
Examples:
- Provider fails to arrive,
- Provider cancels without valid reason,
- Technical platform failure.
Resolution Options (at our discretion):
- Full refund (subject to applicable agreement terms), or
- Non-transferable in-app credit, or
- Free rescheduling.
6.2 When Client is responsible for disruption
Examples:
- Late arrival,
- Incorrect location,
- Refusal of service,
Outcome:
- No refund or credit.
- Full service charges apply.
- Refund Processing
- For care service packages or agreements requiring advance payment:
o Payments are made in advance as per the signed service agreement. - If the Client terminates the service agreement under any circumstances:
o An administrative fee of AED 2,000 will be deducted from the total paid amount.
o The remaining balance (if any) will be refunded after deduction of applicable charges.
- Refunds (where applicable) are processed to the original payment method.
- Processing time:
- 7–15 working days, depending on bank/payment provider.
- Transaction fees are non-refundable unless required by law.
- Abuse, Fraud & Misuse
Maika App reserves the right to:
- Monitor booking patterns,
- Investigate suspicious activity,
- Suspend or permanently disable accounts.
Examples include:
- Repeated cancellations,
- False complaints,
- Provider harassment.
- Right to Terminate or Restrict Access
We may suspend or terminate access if:
- Payments fail or are disputed fraudulently,
- Policy violations occur,
- Legal or regulatory requirements demand it.
Any outstanding charges remain payable.
Where a service agreement is terminated by the Client, refund terms will follow the signed agreement, including applicable administrative deductions.
- Complaints & Dispute Resolution
- Complaints must be submitted via the app or official support channels.
- Each case is reviewed objectively with audit logs.
- Decisions made by Maika App are final unless otherwise required by law.
- Policy Updates
Maika App reserves the right to modify this policy at any time.
Updated policies will be published in the app and become effective immediately.
- Governing Law
This policy is governed by the laws of the United Arab Emirates.
