Terms of Service

Sanad
A trading name of Ahmed El-Sharkasy, a sole trader based in England.
Address: 24 Pipin Crescent, Ashford, Kent TN25 7GL, United Kingdom
Email: sharkasy@getsanad.co

Last updated: 4 September 2026

1. These terms

These terms are the contract between you and us. By subscribing, you accept them.

In these terms:

• You is the person who subscribes and pays.
• Family Member is the person in Egypt who receives the service.
• We / us is Sanad.

We may update these terms. If we do, we'll tell you by email at least 30 days before the change takes effect, and you can cancel if you don't accept it.

2. What we do

We provide a non-medical personal assistance service for your Family Member in Egypt. Depending on the plan you choose, this may include:

• locating and arranging delivery of prescribed medicines that are out of stock locally (see section 3)
• setting up and running a recurring monthly schedule of bills, deliveries and refills
• ordering goods and deliveries on their behalf
• booking transport and confirming the driver's details to them
• contacting service providers, clinics and utilities on their behalf
• checking prices before work is agreed, and reviewing suspicious calls or messages
• finding, checking and agreeing rates with cleaners, handymen, drivers and other household help
• maintaining a written record of their key details ("the family file")
• help with their phone and messaging apps
• government paperwork, licence and ID renewals
• vehicle administration — licence renewal, technical inspection, fines, servicing
• arranging and attending a doctor's home visit, booked in advance (see section 3)
• finding, pricing and supervising home repairs
• accompanying them to appointments
• choosing, buying and delivering gifts on your behalf
• visiting your Family Member at your request when you cannot reach them (see section 3)

We'll agree the specific scope with you when you subscribe, and confirm it in writing.

Your Sanad. We will assign you a named individual — your "Sanad" — and keep that person consistent wherever we reasonably can. If they leave, are unwell, or are on leave, we will tell you and introduce their replacement.

What we will send you. For each request we will record what was asked and what was done, keep the receipt for any expense, and send you a written summary at the end of each billing month.

3. What we do not do

This section matters. Please read it.

We are not a care provider. We do not:

• provide nursing, medical, or personal care of any kind
• administer, dispense, or give advice about medication — we may collect or source a prescription, but we will not administer it or advise on it
• suggest, substitute, or source an alternative to what the doctor prescribed. If a medicine cannot be found, we will tell you, and the next step is a conversation with their doctor — not with us
• remind them to take medication, or monitor whether they have
• give medical, legal, financial, or investment advice
• provide emergency response, welfare monitoring, or safeguarding
• take responsibility for your Family Member's health, safety, or wellbeing

Arranging a doctor is not providing one. We can find, book and attend a doctor's home visit arranged in advance. We do not assess whether a visit is needed, we do not select or vouch for the doctor's clinical judgement, and we take no responsibility for the care they provide. Your contract for that care is with the doctor.

Visiting on request is not monitoring. If you cannot reach your Family Member, you can ask us to go round and knock, and we will go as soon as we reasonably can during working hours. This is something you ask for each time. We do not run scheduled welfare checks, we do not monitor whether your Family Member is well, and you must not treat us as a safety net. If their safety depends on someone noticing quickly, you need arrangements that do not rely on us — a neighbour with a key, a personal alarm, or a daily call from family. We will happily help you set those up.

We are not an emergency service. We do not operate out of hours, we do not respond to emergencies, and we must never be relied on as an emergency contact. In an emergency in Egypt, call 123 for an ambulance. If your Family Member needs medical help, you or they must contact a doctor or the emergency services directly. Our service is not a substitute for that.

We will never ask for banking credentials. We do not ask for, accept, or hold banking passwords, card PINs, or one-time security codes sent to your Family Member's phone, and we will not act on a request to obtain them. If anyone contacts your family asking for these — including someone claiming to be us — treat it as fraud and tell us.

4. Fees and billing

Essentials is £45 per month, billed quarterly at £135 in advance.

Family is £100 per month, billed quarterly at £300 in advance. This plan is not yet open; we will tell you when it is.

Your plan includes a limit on the incidental costs we handle without asking you each time (see section 5): £10 per month on Essentials, £20 per month on Family.

How often you can ask. There is no limit on the number of requests we handle remotely — ask as often as you need, for one household. Requests that need someone physically present (accompanying an appointment, waiting at a government office, supervising a repair) are limited to 4 per month on the Family plan.

Fair use. This is intended for one household. If usage becomes unreasonable, or is being used for a business or for people outside the household we agreed, we'll talk to you about it before doing anything else.

Your subscription renews automatically at the end of each period. We'll email you a reminder before it renews. If we change the price, we'll tell you before renewal and the new price applies from your next period.

5. Incidental expenses

Delivering the service sometimes means paying for small things on your behalf — a taxi fare to reach a pharmacy, a delivery charge, parking at a government office.

This is not the cost of the goods themselves. Your family member's groceries, medicines, utility bills and repair work are paid for separately, either by them directly or by arrangement with you. The allowance covers only the incidental costs we run up while doing the work.

• We won't spend anything without your approval, unless you've given us a standing approval limit in writing.
• We keep receipts and will share them with you on request.
• We handle incidental costs up to the limit on your plan (£10 on Essentials, £20 on Family) each month without checking with you each time, so small amounts don't become admin for you. This limit is part of the price of your plan.
• Above that limit, we agree the cost with you before spending anything, and it is added to your next invoice with the receipt.
• Unused allowance does not carry over to the next period and is not refundable in cash. It is part of the price of the service — not a deposit, a balance, or money we hold for you.
• We do not hold funds on your behalf, operate an account for you, or transfer money to third parties as a service in itself.

6. Your Family Member

Before we start, you confirm that:

• your Family Member knows about the service and agrees to receive it
• you have their permission to share their personal details with us
• the information you give us about them is accurate and up to date

If your Family Member asks us to stop, we will stop, and we'll tell you.

7. Cancelling

Changing your mind (14 days). Because you're buying at a distance, you have 14 days from subscribing to cancel for a full refund. If you ask us to start straight away and then cancel within those 14 days, we may charge a fair amount for what we've already delivered.

Cancelling later. You can cancel any time by emailing sharkasy@getsanad.co. Cancellation takes effect at the end of your current billing period. We don't normally refund part-periods, though we may choose to, and we will where the law requires it.

If we cancel. We may end your subscription by giving you 30 days' notice, and we'll refund the unused part of what you've paid.

8. If something goes wrong

We'll perform the service with reasonable care and skill, as the law requires. If we fall short, tell us and we'll put it right.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot legally be limited or excluded.

Subject to that, our total liability to you is limited to the fees you have paid us in the 12 months before the claim arose. We are not liable for losses that weren't reasonably foreseeable when you subscribed.

We are not responsible for the acts of third parties we book or buy from on your behalf — taxi companies, shops, delivery services. Your contract for those goods and services is with them.

9. Your information

We handle personal data about you and your Family Member. Our Privacy Notice explains what we collect, why, and how long we keep it.

We collect as little as we can. If delivering the service means we learn something about your Family Member's health, we'll use it only to deliver the service, and only where we have explicit consent to do so.

10. How we deliver

We deliver the service in Egypt through people we engage locally. We remain responsible to you for the service they provide.

11. Complaints

Email sharkasy@getsanad.co. We aim to respond within 5 working days and to resolve things within 30.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you are a consumer living somewhere else, this doesn't take away any mandatory protection you have under the law of the country you live in, and you can bring proceedings there.