Terms of Service

Effective as of January 2026. Please read these terms carefully before using Sustain's services.

1. Acceptance of Terms

By accessing and using the Sustain website and services, you agree to be bound by these Terms of Service. If you do not agree to any part of these terms, you may not use our services. Sustain reserves the right to modify these terms at any time. Your continued use of the site following any changes constitutes your acceptance of the new terms.

2. Description of Service

Sustain provides senior care coordination services designed to help older adults maintain independence at home. Our services include accessible cleaning, family communication support, and mobility-focused care coordination. We operate in Alexandria, Egypt, and serve older adults, their adult children, and care coordinators seeking practical, dignity-respecting support.

Our service is not a substitute for medical care, emergency services, or professional medical advice. We coordinate practical support around the home and facilitate communication between family members and service providers based on the client's preferences and autonomy.

3. Permitted Use

You agree to use Sustain's services only for lawful purposes and in a way that does not infringe upon the rights of others or restrict their use and enjoyment. Prohibited behaviour includes:

• Harassing or causing distress to Sustain staff, care providers, or other users
• Attempting to gain unauthorized access to our systems or services
• Misrepresenting your identity or the identity of the person receiving care
• Using the service to arrange care that violates Egyptian law or local regulations
• Sharing login credentials or allowing unauthorized access to your account
• Providing false or misleading information about care needs or household conditions

4. User Accounts and Responsibility

If you create an account with Sustain, you are responsible for maintaining the confidentiality of your login information and for all activities that occur under your account. You agree to provide accurate, current, and complete information during registration and to update this information as needed.

For accounts created on behalf of an older adult, the account holder (typically an adult child or designated family member) is responsible for ensuring that the account use aligns with the older adult's wishes and that all communications respect their autonomy and preferences.

You are responsible for notifying Sustain immediately if you become aware of any unauthorized use of your account or any breach of security.

5. Intellectual Property Rights

All content on the Sustain website—including text, graphics, logos, images, videos, and software—is the property of Sustain or its content suppliers and is protected by international copyright and intellectual property laws. You may view and print content for your personal, non-commercial use only. You may not reproduce, distribute, transmit, modify, or create derivative works from any content without explicit written permission from Sustain.

The Sustain name, logo, and all associated branding are trademarks of Sustain and may not be used without permission.

6. Third-Party Services and Providers

Sustain coordinates with external care providers, cleaning services, and other third parties to deliver our services. While we carefully select and communicate with our partners, Sustain is not responsible for the actions, conduct, or quality of work performed by independent contractors or third-party service providers. Any disputes regarding the quality or conduct of a third-party provider should be reported to Sustain immediately so we can address the issue.

You are responsible for verifying that any third-party provider entering your home has been properly vetted through Sustain's coordination process before granting access.

7. Disclaimers

Sustain's services are provided on an "as-is" and "as-available" basis. We make no warranties, express or implied, regarding the accuracy, completeness, or reliability of any information or services provided. We do not warrant that:

• Services will be uninterrupted or error-free
• Any defects will be corrected
• Services will meet your specific needs or expectations
• Third-party providers will perform to any particular standard

Sustain is not a medical provider and does not offer medical diagnosis, treatment, or emergency care. If an older adult requires emergency medical assistance, please contact emergency services immediately. Our care coordination focuses on practical home support and family communication, not medical intervention.

8. Limitation of Liability

To the fullest extent permitted by Egyptian law, Sustain shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use our services, including but not limited to loss of income, loss of data, or emotional distress, even if Sustain has been advised of the possibility of such damages.

Sustain's total liability to you for any claim arising from these terms or your use of our services shall not exceed the amount you have paid to Sustain in the twelve months preceding the claim, or the equivalent of one month's service fees, whichever is greater.

Some jurisdictions do not allow the exclusion or limitation of liability for certain types of damages, so some of the above limitations may not apply to you. In such cases, Sustain's liability shall be limited to the maximum extent permitted by applicable law.

9. Indemnification

You agree to indemnify, defend, and hold harmless Sustain, its officers, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of our services, your violation of these terms, or your infringement of any third-party rights. This indemnification obligation does not apply to claims arising solely from Sustain's gross negligence or willful misconduct.

10. Confidentiality and Privacy

Sustain takes the privacy and confidentiality of our users seriously. Information you provide—including health-related details, family contact information, and household conditions—will be handled in accordance with our Privacy Policy and Egyptian data protection principles. Care coordination information is shared only with the older adult's consent and with designated family members or providers as specified by the account holder.

Please refer to our Privacy Policy for detailed information about how we collect, use, and protect your data.

11. Termination of Service

Sustain may suspend or terminate your account and access to services at any time, with or without cause, and with or without notice, if we believe you have violated these terms or engaged in conduct that harms our service, other users, or third-party providers. Upon termination, your right to use the services ceases immediately.

You may request to terminate your account at any time by contacting Sustain directly. Upon termination, we will securely delete or anonymize your personal information in accordance with our Privacy Policy, unless we are required by law to retain it.

12. Modifications to Terms

Sustain reserves the right to modify these Terms of Service at any time. We will notify you of significant changes by posting the updated terms on our website and updating the "Effective" date at the top of this page. Your continued use of Sustain's services following the posting of revised terms constitutes your acceptance of the changes. If you do not agree with the modified terms, you should discontinue use of our services.

13. Governing Law and Dispute Resolution

These Terms of Service are governed by and construed in accordance with the laws of Egypt, without regard to its conflict of law principles. Any legal action or proceeding arising under these terms shall be subject to the exclusive jurisdiction of the courts located in Alexandria, Egypt.

Before initiating any legal action, we encourage you to contact Sustain to discuss and attempt to resolve any dispute informally. Please provide a detailed description of the issue and allow us a reasonable opportunity to respond and work toward a resolution.

14. Severability

If any provision of these Terms of Service is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it valid and enforceable, or if such modification is not possible, the provision shall be severed. The remaining provisions shall continue in full force and effect.

15. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and Sustain regarding your use of our services and supersede all prior negotiations, representations, and agreements, whether written or oral.

16. Contact Us

If you have questions about these Terms of Service, concerns about your use of Sustain's services, or wish to report a violation, please contact us: