Legal

Terms & Conditions

Effective date: 3 August 2026

1. Scope & Acceptance

These Terms & Conditions ("Terms") govern all services provided by We Care Emergency Assistance Asia ("We Care", "we", "us") to any client, patient, family member or representative ("you", "Client") who books or uses our services. By booking a service, signing our Client Authorization Form, or sending us a booking confirmation via WhatsApp, email or phone, you accept these Terms.

2. Nature of Our Services

We Care provides on-the-ground coordination, communication and logistical assistance in connection with medical, travel and administrative emergencies in Thailand and Southeast Asia.

  • We Care is not a hospital, medical practice, ambulance service, law firm, or insurance company, and does not provide medical diagnosis, medical treatment, legal representation in court, or financial / insurance underwriting.
  • We Care is not a substitute for travel or health insurance. We strongly recommend that every client holds adequate travel / health insurance, valid for Thailand and Southeast Asia, before travelling.
  • Our role is to act as your on-site coordinator and point of contact, working alongside hospitals, insurers, embassies, airlines and other relevant parties, strictly within the scope authorized in our Client Authorization Form.

3. Service Packages & Pricing

Current packages, at the time of writing, are: Emergency Card (one-time registration, €19), Essential Package (up to 5 hours, €490), Full Support Package (3 days included, €990), Complete Package (end-to-end case management, €1,990), Airport & Departure Service (one-time add-on, €290), and SEA Premium (custom quotation for cases outside Thailand, from €2,500). Current prices are published on our website and / or confirmed in writing (WhatsApp or email) before a package is booked; the version confirmed at booking applies to that case.

Packages describe typical scope and are not a guarantee of a specific outcome, treatment result, or fixed duration; genuinely complex cases may require additional time or an individually agreed quotation, which we will discuss with you before extra charges are incurred wherever reasonably possible.

4. Booking, Payment & Expenses

  • Package fees cover our coordination and assistance services. They do not include third-party costs such as hospital bills, medication, transport, accommodation, flights, visas or legal fees, which remain your responsibility (or your insurer's) unless separately agreed.
  • Where you have authorized us to do so, we may make necessary payments on your behalf for transport, accommodation, medical logistics, documents, translation or other emergency-related expenses, and you agree to reimburse these amounts.
  • Payment is due as invoiced, typically via bank transfer or the payment method confirmed at booking. Where reasonably possible, we will seek your approval before incurring costs beyond the agreed package.

5. Cancellation & Refunds

  • Emergency Card: the one-time registration fee is non-refundable once issued, as it reflects the administrative cost of registering you in our system before any incident occurs.
  • Assistance packages booked in advance of any incident (e.g. as a precaution before travel) may be cancelled and refunded in full, provided no assistance has yet been provided and cancellation is requested in writing.
  • Once an assistance case has started (e.g. we have travelled to you, contacted a hospital on your behalf, or otherwise begun work), fees for time and services already rendered are non-refundable; any unused portion of a prepaid package may be refunded at our reasonable discretion, less costs already incurred on your behalf.
  • If we are unable to provide the agreed assistance due to circumstances within our control, you are entitled to a full refund of fees paid for the portion of the service not delivered.

Consumers in the EU / EEA: if you are a consumer in the European Union or EEA and book a package online as a precaution (not in connection with an active, ongoing emergency), you generally have a statutory right to withdraw from the contract within 14 days without giving a reason. This right does not apply once a service has been fully performed, or once you have expressly requested that we begin assistance during the withdrawal period and acknowledged that you may lose the withdrawal right for services already provided. To withdraw, contact us at hello@wecare-asia.com.

6. Client Responsibilities

  • You agree to provide accurate and complete information (including medical, contact and insurance details) to the best of your knowledge.
  • You are responsible for holding valid travel documents, visas and, where required, appropriate insurance coverage.
  • You agree to cooperate reasonably with us, treating hospitals, and other authorized parties to enable us to provide effective assistance.

7. Limitation of Liability

  • We Care acts as a coordinator and facilitator. We are not liable for the acts, omissions, negligence, advice, treatment decisions, or service quality of independent third parties such as hospitals, physicians, airlines, hotels, insurers, embassies or transport providers.
  • To the fullest extent permitted by Thai law, our total liability for any claim arising from our services is limited to the amount of fees you paid for the relevant package.
  • We are not liable for delays or failures caused by events beyond our reasonable control (force majeure), including natural disasters, civil unrest, transport disruptions, or actions of public authorities.
  • Nothing in these Terms excludes or limits liability that cannot be excluded or limited under mandatory provisions of Thai law, including in cases of gross negligence or wilful misconduct.

8. Confidentiality & Data Protection

We handle your personal and health data in accordance with our Privacy Policy, which forms part of these Terms. Please refer to our Privacy Policy for details on what data we collect, why, and your rights under Thailand's Personal Data Protection Act (PDPA).

9. Video & Audio Recording

Where you have signed our Client Authorization Form, you consent to identification-related audio / video recording as described there, used solely for authorization, identification and documentation purposes in connection with your case.

10. Intellectual Property

All content on our website and materials (text, design, logos) is the property of We Care or its licensors and may not be reproduced without our prior written consent.

11. Governing Law & Disputes

These Terms are governed by the laws of Thailand. Any dispute arising from these Terms or our services shall first be addressed through good-faith direct negotiation; if unresolved, it shall be submitted to the competent courts of Thailand.

If you are a consumer resident in the European Union, this choice of law does not deprive you of the protection afforded by the mandatory consumer-protection provisions of the law of your country of residence.

12. Changes to These Terms

We may update these Terms from time to time. The version in force at the time you book a service applies to that booking. The current version is always available on our website.

13. Contact

We Care Emergency Assistance Asia · hello@wecare-asia.com · WhatsApp / Phone: +66 96 204 0095 · Phuket, Thailand.