Terms and Conditions
Rescue.co Membership Terms and Conditions
We know that terms & conditions can often be confusing, so just like our services - we’ve tried to make ours easy to use and understand. By calling our dispatch centre or messaging rescue.co dispatch services via chat, WhatsApp, or SMS, regardless of your Membership or Customer status, you agree to these terms and conditions
About
The following Terms and Conditions apply to rescue.co’s Membership, which is provided by Rescue Connect Ltd (hereinafter known as rescue.co). These Terms and Conditions shall include the Rescue.co standard operation protocols for service as regularly updated by rescue.co Eligibility Here are the situations in which you can access rescue.co services:
1. If you are a Member with an active subscription or part of a service contract with us.
2. Your membership or contract subscription is valid and has not expired.
3. Anybody who calls for assistance during an ongoing emergency, who is either a Member or Customer who agrees to an advance one-o payment fee for rescue.co and rescue.co affiliated partner services, where services are not already included in a valid Membership.
4. Members are eligible for services based on their subscribed package, including ground ambulance and roadside assistance The cover is invalid if you Travel against the advice of a medical practitioner. You should seek advice if you are in any doubt.
Scope of Cover
Ground ambulance and roadside assistance services are provided as outlined in your selected membership package. Rescue.co will provide you with ground medical transport, under medical supervision if deemed necessary, to the nearest Hospital Unit. Road rescue services will be provided in the event of breakdown incidents or road-related security incidents. Rescue.co will intervene in case of a Medical Condition, Accident, or Incident, 24 hours a day and 7 days a week to provide the necessary assistance and services. Towing services are subject to availability and may be postponed until daytime hours if no tow truck is available or if the designated repair point is closed. All medical transport decisions rest with rescue.co. Evacuation applies solely to the injured/afflicted member, excluding friends or family, unless covered under a policy with rescue.co. If towing services are requested, it is the member’s responsibility to indicate the relevant repair point in accordance with their insurer’s requirements. Rescue may be able to suggest a repair point, but does not bear responsibility for services rendered by 3rd parties. It is your responsibility to provide vehicle transporters with the instructions included in your owner’s manual for correct transport of your vehicle. The request and details for evacuation need to take place before the evacuation for our review and approval. Members must contact rescue.co directly to initiate the emergency response process. A towing intervention covers the loading, transportation, and unloading of the vehicle to the agreed destination. In accident recoveries, a single callout may include a short stop at the nearest police station for the police abstract process. If the stop exceeds 30 minutes, an additional callout charge will apply.
Geographic Scope
You can only receive rescue.co services that you’re eligible for within the Geographic Scope of Cover depending on the cover you signed up for. We cannot assure you of services beyond the Geographic Scope of Cover or in areas where service provision is impossible, reasonably impractical, or unsafe, including without limitation geographical remoteness, war (whether declared or undeclared), civil or other hostilities, or political unrest.
Payment of Membership Fee
1. Only Memberships that have been paid for in full will receive rescue.co services.
2. In case you exhaust the callouts or service limits you have during your membership or need services that fall under the Exceptions below, you will have to pay for the services in advance.
3. The Membership Fee, once paid, is not refundable.
4. You cannot transfer Membership
Membership Renewal
The membership is an annual subscription and will automatically renew unless the customer notifies us before the renewal date to cancel.
Program Limitations
1. Members are entitled to the specific cover they sign up for and are not eligible for services beyond their subscribed package.
2. The roadside rescue and assistance membership has a maximum of four (4) interventions per member, per year and includes ground ambulance callouts.
3. In case of towing services being provided the maximum distance covered is 600KM total for all 4 callouts.
4. If the towing distance exceeds the covered limit or the number of allowed callouts, the additional cost will be billed to the client.
5. Services provided under this Program come into effect forty-eight (48) hours after completion of the Membership Submission and payment of the Membership Fee.
6. For road rescue assistance, it is imperative that it pertains to a privately owned vehicle and that the member is present at the scene.
7. Security interventions are strictly conned to road-related incidents.
8. One callout per incident
Exceptions
1. More than the designated number of interventions or towing distance per Member per annum.
2. Any vehicles which weigh more than 4 tonnes.
3. Any cost or expense that is not covered by the relevant Membership package and not approved in advance and in writing by rescue.co and/or not arranged by rescue.co. This includes material cost for roadside assistance (e.g. Fuel, Tires, Parts & Tools).
4. Any event occurring outside of the Geographic Scope of Cover.
5. Any events prior to your subscription or occurring after its term6. Expenses incurred due to a deterioration in a medical condition that was previously declined for care by Rescue.co.
7. Any expense incurred as a result of the Member engaging in active service in the armed forces or police of any nation; active participation in war (whether declared or not), invasion, the act of a foreign enemy, hostilities, terrorist, counter-terrorism, civil war, rebellion, riot, revolution or insurrection.
8. Non-emergency cases are not covered within our services.
9. Transportation costs of deceased persons' bodies (unless pre-approved while alive).
10. Any claims arising from: a. Pre-existing conditions if the Member Travels against the advice of a duly qualfied and licensed medical practitioner, or where the possibility of a recurrence of said illness is likely unless agreed upon in advance with Rescue.co. However, this does not apply if the covered individual (under an annual policy) remains at their location without undertaking any Travel b. Any Travel after a terminal prognosis has been made c. Any condition where such condition has already been the subject of a claim within the last 12 months d. Any circumstances which could reasonably have been foreseen as likely to give rise to a claim by the Member at the commencement of the policy or when the Travel was booked (whichever is later).
11. No authorization will be provided post-evacuations. All requests and authorizations must take place before the evacuation for review and approval by rescue.co.
12. rescue.co will not reimburse service providers for cases we were not aware of or did not authorize. Authorization must be obtained in advance from rescue.co for any services rendered.
13. Any inpatient medical costs.
14. Evacuation related to willful involvement in war, political violence, civil unrest, or criminal activities.
15. Events due to terrorism, mutinies, riots, sabotage, or force majeure preventing assistance.
16. Participation in criminal, tortious acts, or illegal activities.
17. Evacuation from contamination sources (chemical, biological, nuclear).
We will always attempt to assist Members on a fee-for-service basis for Interventions falling under these Exceptions as long as the Member agrees to pay the applicable fees.
Cancellation or No-Show of Member
If you call upon rescue.co for response to an emergency, and you are not found on the scene or decide not to be evacuated or assisted after dispatch has been ordered, this will be counted as an intervention and charged accordingly.
General Provisions
Indemnification
The Member agrees to compensate, defend, and hold rescue.co, its subsidiaries, and affiliates, and their respective directors, officers, and employees harmless from and against any and all claims, suits, actions, proceedings, or liabilities of any kind, including reasonable attorney’s fees and expenses, arising out of your wrongful conduct, omission or fault.
Force Majeure
Rescue.co shall not be liable for failure to provide services and/or delays caused by acts of God, strikes, or conditions beyond its control, including but not limited to, road conditions or disruption of services by local laws, regulators, or regulatory agencies. rescue.co shall notify you of any circumstance likely to cause service disruption as soon as possible.
Conduct of Others
To the fullest extent permitted by the law, rescue.co will not be responsible for any loss resulting from any advice given, services provided, or any acts or omissions of any service provider, including providers of medical services, security, towing services, information services and transportation and logistics services, and any medical facilities which are referred by rescue.co unless such loss is caused by rescue.co’s negligent acts or omissions, or willful misconduct always provided that the liability of rescue.co shall not exceed the membership subscription fees paid under these Terms and conditions.
Consequential Damages
rescue.co shall not be liable for any incidental, special, consequential, or indirect loss, damages, costs, charges, fees, or expenses, including, without limitation, loss of profits, loss of income, loss of business, or loss of use. Rescue.co is not liable for any vehicle damage incurred during service, even if the vehicle is not owned by the member. However, we will investigate claims of negligence related to improper handling.
Time Limitations
Any and all legal actions and claims that come up under this Program shall be barred unless written notice is received by rescue.co within one (1) year of the date of the event that caused the action or claim.
Other Limitations
The services are compiled from sources that rescue.co considers to be reliable or are expressions of opinion from its emergency service providers. Rescue.co has made reasonable commercial efforts to ensure the accuracy of the information based on reasonable judgment of circumstances at the time. These Terms and Conditions are between you, the Member, and rescue.co. They do not involve or imply any third parties are involved or have rights to rescue.co services.
Fraudulent Statement
Any fraud, misstatement, or concealing of information - in any communications with our dispatch centre staff or our affiliated partners, during the signup or subscription process, or during an emergency - by the Member, Customer, or any persons receiving services from rescue.co dispatch or one of our service provider partners will render the Program null and void. You will not have access to any benefits and services and will be liable for any damage or harm incurred during the service or interaction with rescue.co or any rescue.co affiliated partner.
Members must ensure their membership and services are not misused by unauthorized individuals. If Rescue.co determines that a service request was fraudulent or made by an unauthorized person, we reserve the right to deny service, terminate the membership without refund, and seek reimbursement for any costs incurred.
Authorization
Rescue.co may require you and/or your immediate family to use written authorization and releases prior to providing services.
Third-Party Acts (Subrogation)
rescue.co has every right to bring a claim against a third party that caused rescue.co to provide Rescue.co services.
Amendment
rescue.co can change these Terms and Conditions at any time and will provide written notice. The change will apply 7 days from the date of the written notice.
Relationship
The relationship shall be that of an independent contractor, not a relationship of employment, partnership, or joint venture, between you, the Member, and rescue.co. Neither the Member nor rescue.co can act on behalf of the other. The Membership is not a contract of insurance nor is a rescue.co a fiduciary services provider or any other type of health plan, insurance administrator or financial services provider, or agent of such.
Dispute Resolution
Any dispute, controversy, or claim arising out of or in connection to this Agreement, or breach, termination, or invalidity thereof shall be settled by arbitration in accordance with the Nairobi Centre for International Arbitration Rules. The costs of arbitration (including fees and expenses of the arbitrators) shall be shared equally between Rescue.co and the Customer. Disputes, if any, should be resolved as follows: (Step 1) By senior management of the Company and the Member/Customer, (Step 2) Failing Step 1, by an arbitrator or arbitration panel agreed on by both parties or as specified in these terms and conditions; (Step 3) Failing Step 2, by a court of competent jurisdiction in the Republic of Kenya.
Subrogation
If an individual member has insurance coverage under another travel cover, we retain the right to subrogation/demand for contribution against such insurers in case of loss/claim.
Governing Law
This Agreement shall be governed in all respects by Kenyan law.
Notice
All notices shall be given to rescue.co or the Member at the addresses in these terms and conditions. Digital and soft copy notices and signatures are acceptable.
Medical Confidentiality and Data Protection
Rescue.co shall treat all details of personal medical records obtained through the performance of the emergency response service with strict confidentiality. We shall store and transfer such data in accordance with applicable laws and our privacy policy, a copy of which can be found at rescue.co/privacy. You may only receive such personal medical records in accordance with all applicable data protection and privacy laws and similarly agree to handle such information in accordance with applicable data protection and privacy laws. You have the right to access any of your personal data and medical records by written consent to the email in this document. Unless there is a legitimate and legal reason for retaining call transcripts or service records, communication transcripts, or information, you have the right to request the complete deletion of your personal and medical records. There will be no right of access to personal medical records by external parties unless there is a reasonable and legitimate requirement to do so to prevent harm during an ongoing emergency or with the member’s explicit written consent or by a court order. In relation to data protection, we shall process and transfer the members’ personal data in accordance with the relevant legislation, and we shall comply with the rights of the individuals to whom the provision of the emergency response services relates.
Anti-Bribery, Anti-Corruption, and Anti-Money Laundering:
The Subscriber confirms, represents, and warrants compliance with all applicable laws and statutes relating to anti-bribery, anti-corruption, and anti-money laundering in Kenya. Monies payable under this policy are not from any proceeds of crime. Neither party has received or been offered any illegal or improper bribe, kickback, payment, gift, or thing of value from an employee or agent of the other party. Reasonable gifts and entertainment provided in the ordinary course of business do not violate this restriction. In carrying out their respective responsibilities under this policy, the Parties represent and warrant that neither Party nor any of its employees, agents, or partners shall pay, oer, or promise to pay, or authorize the payment directly or indirectly of any monies or anything of value to any government official or employee, or any party or candidate for political office to influence any act or decision of such officials or the government. Breach of these representations and warranties shall be grounds for the immediate termination of this policy.
Communication consent
By signing up for a rescue.co Membership on the rescue.co website, in person, over the phone, through one of our integrated partner applications, or by requesting rescue.co emergency services as a Customer, you consent to receive - via email, WhatsApp, and SMS to the email and phone numbers that you share with rescue.co - authorization tokens, membership and payment-related communications (e.g. payment failure, membership renewal notifications), and emergency communications occurring during, or in regards to, an ongoing or recently serviced medical or roadside emergency. We will never share your contact information externally or send unsolicited communications unrelated to membership services, payment processing, login assistance, and those related to an ongoing or recently serviced emergency. By calling any of the rescue.co emergency dispatch hotlines, you consent to be recorded for the purposes of quality control monitoring, emergency record keeping, and service improvement.
Definitions
Accident: any sudden, involuntary, and unpredictable external event occurring to the member, resulting in a Medical Condition or non-operational vehicle
Close relative: spouse, ascendants, and descendants in the rst degree, brother or sister of the member whose relationship can be proven by an administrative certificate.
East Africa: The coverage in East Africa extends to the following countries - Tanzania, Kenya, Rwanda, and Uganda.
Geographic Scope of Cover: The geographic area you are covered within depends on the cover you signed up for, either Kenya only or East Africa as defined above.
Hospital Unit: The care structure is adapted to every health case and is defined by regulator physicians or the treating physicians.Incident: occurrence of the event requiring the provision of services under this contract.
Medical Condition: any sudden, serious, unforeseen medical condition, illness, disease, or injury which, if left untreated, would result in a serious deterioration of health or could be reasonably expected to result in loss of life or limb or significant impairment to bodily function or permanent dysfunction of a body part.
Member: means the person or persons designated as Members on the Membership Submission.
Membership Fees: mean the fee for subscription to the Membership.
Membership Submission: means all information provided by the Member(s) during enrollment and renewal of the Membership.
Customer: means any member, subscriber, or person intending to or attempting to subscribe to rescue.co services, any persons who have requested or benefited from rescue.co paid services, including but not limited to a membership subscription, service contracts, event standby contracts, or one-o emergency response services conducted by rescue.co or any of our affiliated partners. It includes anybody who calls rescue.co dispatch to request emergency assistance or services.
Non-emergency cases: in the context of this policy, refer to situations that are not urgent or life-threatening. These are scenarios where immediate medical or rescue attention is not required, and the situation does not pose an immediate risk to your health or safety. In these cases, the need for assistance is less critical than in emergencies like accidents, severe injuries, or life-threatening medical conditions. Our services under this policy focus on providing help during genuine emergencies where swift action is necessary to prevent harm or ensure your well-being.
Privacy Policy: means the policy which describes how rescue.co collects, uses, stores, and discloses information which may be provided to rescue.co by a Member or other party, a copy of which can be found at rescue.co/privacy.
Term: means the term specified in the Membership Submission. This is generally 1 year of service from the date of sign-up.
Travel: refers to the act of journeying from one place to another, typically involving a change of location for a temporary period.
Rescue Connect Limited | PO Box 2578, Nairobi Kenya 00606 | info@rescue.co Rescue.co Membership Terms and Conditions January 2025
Privacy Policy
About
As you use rescue.co, you may share some data with us, like your name, location, and contact details. This legal privacy agreement describes how we protect this data. Your privacy is really important to us, and we do everything we can (including use state-of-the-art data management systems & protocols) to keep your information safe. Our lawyers asked us to include this privacy policy to tell you more specifically how we keep your data safe, so here it is, in its full glory. For those of you who are so inclined, enjoy! And let us know if you have any questions.
Scope of Policy
This privacy policy (the “Policy”) describes the information that Capsule Ltd. (“Capsule”) gathers from you when you purchase, use or benefit from Capsule’s services or products (“rescue.co ”), how we use and disclose the information, and the measures we take to protect such information. By using rescue.co, you (the “You”) consent to the privacy practices described in this Policy. This Policy is incorporated into and subject to the applicable terms and conditions of the rescue.co Ambulance Membership Program and terms defined in this Policy (in bold) shall have the same meaning as in the terms and conditions. Where there is a conflict between this Policy and the terms and conditions, this Policy shall take precedence.
When you use rescue.co, we may collect personally identifiable information during the course of using rescue.co. We refer to such user information as “Personal Information”.
Personal Information may include information such as name, email address, mailing address, mobile phone number, alternate mobile phone number, medical insurance coverage information and credit card or other billing information. Personal Information also includes date of birth, national ID, geographic area/location details, gender and health condition.
There are various ways that we receive Personal Information. You provide us with Personal Information when you purchase rescue.co, use rescue.co when requesting an ambulance, speak to our dispatching staff, request assistance with services or documentation, send customer service-related requests and register yourself or your company on rescue.co. It also includes information that we collect from the devices you use when buying a membership or requesting for an ambulance. Personal Information will also include any information about other adults or children (for whom you must have appropriate legal responsibility or appropriate prior consent) that you provide to us.
Scope of Cover
Ground ambulance and roadside assistance services are provided as outlined in your selected membership package. Rescue.co will provide you with ground medical transport, under medical supervision if deemed necessary, to the nearest Hospital Unit. Road rescue services will be provided in the event of breakdown incidents or road-related security incidents. Rescue.co will intervene in case of a Medical Condition, Accident, or Incident, 24 hours a day and 7 days a week to provide the necessary assistance and services. Towing services are subject to availability and may be postponed until daytime hours if no tow truck is available or if the designated repair point is closed. All medical transport decisions rest with rescue.co. Evacuation applies solely to the injured/afflicted member, excluding friends or family, unless covered under a policy with rescue.co. If towing services are requested, it is the member’s responsibility to indicate the relevant repair point in accordance with their insurer’s requirements. Rescue may be able to suggest a repair point, but does not bear responsibility for services rendered by 3rd parties. It is your responsibility to provide vehicle transporters with the instructions included in your owner’s manual for correct transport of your vehicle. The request and details for evacuation need to take place before the evacuation for our review and approval. Members must contact rescue.co directly to initiate the emergency response process. A towing intervention covers the loading, transportation, and unloading of the vehicle to the agreed destination. In accident recoveries, a single callout may include a short stop at the nearest police station for the police abstract process. If the stop exceeds 30 minutes, an additional callout charge will apply.
Policy
Information we collect
Capsule will collect and process the following data:
Service: All the services that rescue.co provides to the member either ground or air ambulance response, security response or breakdown assistance, depending on the product that the member is subscribed to.
Submitted information: This is information that you provide us when filling in forms, talking or by corresponding with us. It includes information that is provided when you request for medical, security, tow truck response depending on your cover.
Geo-location data: Location information. When you use rescue.co, we collect the physical location data of where the call or request is coming from.
Third-Party Information: We work closely with third parties including, for example, sub-contractors in technical, payment services, insurance companies, credit reference agencies and advertising. We will notify you when we receive Personal Information from such third parties and the purposes for which we intend to use that information.
Cookies: We use cookies to distinguish you from everyone else. This helps us provide the best services and to improve and personalize your experience while using rescue.co.
We do not store credit card data or credit card information on our site or database. We use Stripe as a payment gateway to securely process payments.
How we use the information
We will use the information from you in the following ways:
To provide you the best emergency and membership services;
To improve the quality and design of rescue.co by developing new features, functionalities and services through analyzing your preferences in the way that you use rescue.co;
To send you communications and respond to customer service requests;
To allow you to share your location and information with us to allow for faster response and coordination with our ambulance partners.
To process payments for the services that we provide you.
We may use cookies and automatically collected information in the following ways:
To personalize rescue.co, such as remembering Personal Information so that you will not have to re-enter it on follow-up requests;
To provide customized advertisements, content, and information to you;
To monitor and analyze the effectiveness of our marketing activities; and,
To monitor aggregate site usage metrics such as the total number of visitors and pages viewed.
How we disclose information
Any Personal Information obtained by us will be kept confidential and not except as necessary under the following circumstances:
It is agreed that we have the right to disclose any personal information to any employee of our company.
We shall disclose personal information where it is under a duty to disclose or share personal data in order to comply with any legal or regulatory obligation or request.
We disclose information that is needed to (i) take precautions against liability, (ii) protect from fraudulent, abusive, or unlawful uses or activity, (iii) investigate and defend ourselves against any third-party claims or allegations, (iv) protect the security or integrity of the Service and any facilities or equipment used to make the Service available, or (v) protect our property or other legal rights (including, but not limited to, enforcement of our agreements), or the rights, property, or safety of others.
Where and how we store data
We protect the security of your information during transmission by using servers that have Firewall and Secure Sockets Layer (SSL) certificate installed, which encrypts information you input and prevents unauthorized access of such information to or from a private network in addition to maintaining security of your information as per the International Standard IS/ISO/IEC 27001 on “Information Technology Security Techniques Information Security Management System-Requirements”
The data that is collected is encrypted and securely transferred to, and stored at, a secure server. It may also be processed by staff who work for us, and only by staff who work for us, within and outside of the Republic of Kenya.
We use third party integrations like payment gateway API’s, such as M-PESA, and these at times require secure information transfers that are governed by their policy. We may transfer data for these services as needed.
By submitting the Personal Information, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that the Personal Information is treated securely and in accordance with this privacy policy.
The service user and partner rights
You have the right to ask us not to process your personal information for marketing purposes.
We may, from time to time, contain links to and from other websites of other networks, advertisers, and affiliates (including, but not limited to, websites on which rescue.co is advertised). If you follow a link to any of these websites, please note that these websites and any services that may be accessible through them have their own privacy policies and that we do not accept any responsibility or liability for these policies or for any personal data that may be collected through these websites or services, such as contact and location data. Please check these policies before submitting any personal data to these websites or use these services. For example, if you are using rescue.co, and click on a link to a hospital for more information, it will take you to that hospital’s website, which is not covered by this Policy, and likely has its own policy.
When you use rescue.co, we may collect personally identifiable information during the course of using rescue.co. We refer to such user information as “Personal Information”.
Personal Information may include information such as name, email address, mailing address, mobile phone number, alternate mobile phone number, medical insurance coverage information and credit card or other billing information. Personal Information also includes date of birth, national ID, geographic area/location details, gender and health condition.
There are various ways that we receive Personal Information. You provide us with Personal Information when you purchase rescue.co, use rescue.co when requesting an ambulance, speak to our dispatching staff, request assistance with services or documentation, send customer service-related requests and register yourself or your company on rescue.co. It also includes information that we collect from the devices you use when buying a membership or requesting for an ambulance. Personal Information will also include any information about other adults or children (for whom you must have appropriate legal responsibility or appropriate prior consent) that you provide to us.
Access to our information
You will have the right to access your information that is held by us, so as to correct, update or delete such information.
Changes to our Privacy Policy
Any changes we make to this Policy in the future will be posted on this page and, where appropriate, notified to you.
Our contact information
Please contact us with any questions or comments about this Policy by email at support@rescue.co.
