This is a high-level summary of the terms of the rescue.co membership.
Every membership comes with getting you prepared. This includes access to the membership portal to organize emergency information which helps us during an evacuation.
The dispatch centre is available 24/7/365 to assist during any emergency. Dispatch also coordinates hospital admissions on your behalf including informing your insurer or providing recommendations on the nearest and most appropriate hospital based on the nature of the call.
This includes all emergencies resulting from an accident, trauma, illness, and medical condition or inter-facility transfers for specialized care.
This includes but is not limited to transport to and from the hospital for immobile patients to attend doctor appointments or reviews, transport of physicians or medical staff for at-home medical consultations, at home delivery of oxygen or medical equipment and any other use of an ambulance dispatch other than for an emergency.
Emergency dispatch is covered only to the extent it is medically necessary to receive immediate medical attention or a medical review assessment before determining if the member requires immediate medical attention. Requests for ambulance dispatch services with no symptoms are not covered.
Once the ambulance treats the member on scene or transfers the member to the hospital, the cost of services while at the hospital including but not limited to the following are not covered: deposit and admission fees, services such as x-rays or any other diagnostic scan.
This includes pre-planned activities such as a party, wedding, sports game or tournament, funeral or really any large gathering where a standby first response team is requested for a predetermined duration of time. This also includes standby services at home for home deliveries.
Services for individuals who are not registered as members.
This policy only covers you and cannot be transferred to other individuals.
Any emergency outside of Kenya.
Any other emergency other than what the membership includes.
Customers who do not have an active membership are not entitled to any of the above listed services; they must pay for any rendered services out of pocket and at a premium, and in advance of receiving the services. All members and customers agree to all terms and conditions set forth here when they engage with rescue.co services, call or message the emergency hotline, or otherwise request emergency assistance.
Customers who do not have an active membership are not entitled to any of the above listed services; they must pay for any rendered services out of pocket and at a premium, and in advance of receiving the services. All members and customers agree to all terms and conditions set forth here when they engage with rescue.co services, call or message the emergency hotline, or otherwise request emergency assistance.
By signing up for a rescue.co Membership on the rescue.co website, in person, over the phone, or through one of our integrated partner applications, or by requesting rescue.co emergency services as a Customer, you consent to receiving - 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 being recorded for the purposes of quality control monitoring, emergency record keeping, and service improvement.
Every membership comes with getting you prepared. This includes access to the membership portal to organise emergency information which helps us during an evacuation.
The dispatch centre is available 24/7/365 to assist during any emergency. Dispatch also assistance with coordinating towing to the nearest or appropriate garage, and any coordination required with law enforcement.
First Responder Dispatches which includes security response and escort services, road-side assistance and towing.
This includes emergencies following a road accident regardless of whether there is a medical emergency and there is a need for towing services. This also includes situations outside of a road accident where your car breaks down and you need assistance. The following services are included: towing, battery jump starting, fuel delivery assistance, tyre change assistance, extrication and winching services.
This includes situations where you do not feel safe or your safety is being directly threatened. This includes situations such as driving home at night and getting lost or if someone is following you and there is an imminent threat. This includes situations where you are being threatened, attacked, robbed, and/or assaulted. In these situations, we will provide a security escort where our security teams track and trail you until you’re in a safe place and security retrieval where our security teams will rescue you from an unsafe situation.
Any cost once the tow truck arrives on scene to repair the car including but not limited to a battery change, replacement tyres or any other mechanical or cosmetic repairs except for the cost to tow the vehicle.
The cost of replacing the locks in the event the member is locked out of their vehicle.
The cost of refueling the vehicle if the member runs out of gas.
This includes a member partaking in an illegal activity such as driving under the influence of alcohol or other substances, breaking road traffic laws or committing a crime.
The security dispatch services, while still able to mediate the situation when there may be police presence, at no point will they negotiate directly on behalf of the member.
Services for individuals who are not registered as members.
This policy only covers you and cannot be transferred to other individuals.
Any emergency outside of Kenya.
Any other emergency other than what the membership includes.
Customers who do not have an active membership are not entitled to any of the above listed services; they must pay for any rendered services out of pocket and at a premium, and in advance of receiving the services. All members and customers agree to all terms and conditions set forth here when they engage with rescue.co services, call or message the emergency hotline, or otherwise request emergency assistance.
By signing up for a rescue.co Membership on the rescue.co website, in person, over the phone, or through one of our integrated partner applications, or by requesting rescue.co emergency services as a Customer, you consent to receiving - 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 being recorded for the purposes of quality control monitoring, emergency record keeping, and service improvement.
Each membership grants access to the rescue.co member portal, making it easier for you to organize and share your emergency details with our team for efficient response when every minute counts.
Our dispatch centre operates 24/7/365, ready to assist in any emergency. We coordinate your air evacuation to the nearest capable hospital facility, working closely with the hospital on your admission process to ensure your care is seamless.
In case of a serious accident, medical condition, or illness requiring urgent care, our team will arrange for an air evacuation to the closest hospital capable of managing your case. Transport includes both fixed-wing and helicopter evacuations, depending on your location and medical need.
If required, advanced medical equipment and trained personnel accompany you on board, ensuring that your health is stabilized during transport. This service includes basic life support and, when deemed necessary, advanced support for critical conditions.
Our air evacuation cover is exclusively for urgent, medically necessary transport and does not cover disaster-related transport.
Admission, treatment, and diagnostic costs at the hospital aren’t included in your membership.
Only you, the covered member, can receive air evacuation transport in a medical emergency; this benefit cannot be transferred or extended to friends or family unless they hold a membership policy with rescue.co.
Services for individuals who are not registered as members.
The security dispatch services, while still able to mediate the situation when there may be police presence, at no point will they negotiate directly on behalf of the member.
Services for individuals who are not registered as members.
If you travel against medical advice or with an unreported terminal condition, related evacuation costs may not be covered. Similarly, if your condition was previously declined for care by rescue.co or arises from an illness that’s worsened due to your travel, it may be excluded.
Air evacuation services are available within Kenya or East Africa, depending on your plan. If you’re traveling outside these regions, services may be limited.
By signing up for a rescue.co Membership on the rescue.co website, in person, over the phone, or through one of our integrated partner applications, or by requesting rescue.co emergency services as a Customer, you consent to receiving - 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 being recorded for the purposes of quality control monitoring, emergency record keeping, and service improvement.
The following Terms and Conditions apply to rescue.co’s Membership which is provided by Capsule Ltd (hereinafter known as rescue.co) of P.O. Box 2578, Nairobi Kenya 00606 (PVT|2016|012206).EligibilityHere are the situations in which you can access rescue.co services:
1. If you’re a Member subscribed to, or included in, a contract for one of the services provided by us.
2. Your membership or contract subscription is valid and not expired.
3. Anybody who calls for assistance during an ongoing emergency, who is either a Member or Customer who agrees to pay premium one-off fees for rescue.co and rescue.co-affiliated partner services, where services are not already included in a valid Membership.
You can only receive rescue.co services that you’re eligible for within Kenya. We cannot assure you of services beyond Kenya 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.
1. Only Memberships that have been paid in full will receive rescue.co services.
2. In case you exhaust the callouts you have during your membership or need services that fall under Exceptions, you will have to pay for the services in advance.
3. The Membership Fee, once paid, is non-refundable.
4. You cannot transfer Membership.
1. The ground ambulance membership has a maximum of two (2) ground ambulance interventions, per Member, per year within Kenya.
2. The roadside rescue and assistance membership have a maximum of four (4) tows up to 150 kilometres each, and two (2) security interventions per member, per year.
3. Services provided under this Program come into effect 48 hours after completion of the Membership Submission and payment of the Membership Fee.
1. If rescue.co cannot verify you as a Member, then you will not have access to the service.
2. More than the designated number of interventions or maximum expenditure per Member per annum under each package during the year.
3. Tows over 150 kilometres will be billed at cost to the member for the additional kilometres.
4. Any vehicles which weigh more than 4 tonnes.
5. 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.6. Any event occurring outside of Kenya.
7. Any expense related to a Member engaging in or attempting to commit an unlawful act.
8. Any expense related to a Member participating in civil unrest, terrorist or militia activity.
9. 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. 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 additional fees.
If you call upon rescue.co for response to an emergency and you are not found on the scene or decide to not be evacuated or assisted, this will be counted as an intervention.
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.
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.
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 who are referred by rescue.co unless it is rescue.co’s negligent acts or omissions, or willful misconduct.
rescue.co is not liable for any kind of loss, damages, costs, charges, fees or expenses, including loss of profits, loss of income, loss of business or loss of use.
Any and all legal actions and claims that come up under this Program shall be barred unless written notice is received byrescue.co within one (1) year of the date of the event that caused the action or claim.
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.
Any fraud, misstatement, or concealing of information - in any communications with our dispatch centre staff or our affiliated partners, during the sign up 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 you will be liable for any damage or harm incurred during the service or interaction with rescue.co or any rescue.co affiliated partner.
rescue.co may require you and/or your immediate family to use written authorization and releases prior to providing services.
rescue.co has every right to bring a claim against a third party that caused rescue.co to provide Rescue.co services.
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.
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 or 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.
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) FailingStep 1, by arbitrator or arbitration panel agreed on by both parties or as specified in these terms and conditions; (Step 3) FailingStep 2, by a court of competent jurisdiction.
This Agreement shall be governed in all respects by Kenyan law.
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.
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 to 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.
By signing up for a rescue.co Membership on the rescue.co website, in person, over the phone, or through one of our integrated partner applications, or by requesting rescue.co emergency services as a Customer, you consent to receiving - 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 being recorded for the purposes of quality control monitoring, emergency record keeping, and service improvement.
Member means the person or persons designated as Members on the membership Submission.
Membership Fees mean the fee for subscription to the Membership.
Memberships 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 membership subscription, service contracts, event standby contracts, or one-off 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.
Privacy Policy means the policy which describes how rescue.co collects, uses, stores, and discloses information that 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.