Hiocare App User Guide for New Users

Hiocare is a platform that provides specialized healthcare and support services for the elderly. With the Hiocare app, you can request, schedule care, pay, and monitor services remotely. The app is now available on AppStore and Google Play, ready to bring your loved ones a high-quality healthcare experience.This article will guide you on how to use Hiocare with the following main contents:

1. 1. Download the app
   2. Sign up for an account
   3. Sign up to use the service
   4. Service Status Tracking
   5. Other features
   6. Return Policy

1. Download the app

Step 1. Open Appstore on your phone Step 2. Enter keyword “Hiocare” on the search bar and press confirm. Press download app and wait for the app to download.Step 2. Click "Open" to access the application.

2. Register an account

You need to register an account to start using the service. Registering an account helps you:

• Quickly and easily schedule appointments with our hosted information system
• Pay remotely with just a few simple steps
• Track service status after registration

Step 1. On the screen, select Role, select “Family member” and click Continue.Step 2. Click "Next" in the introductions.Step 3. Enter the phone number you are using. Note: you need to enter the correct phone number to complete the registration. Phone numbers do not include the leading 0, for example 0933007588 then just enter 933007588.Step 4. Check the message sent to the phone number you just entered to get the 6-digit OTP verification code and enter it in the verification section.Step 5. Set a password for the account and confirm the password you set. Click "Log in".Step 6. After registering, you will be automatically logged in and taken to the Home screen.

3. Service registration

Once you have completed your account registration, you can start subscribing to the desired service.Step 1. Add family members

• On the home screen, select “Add family member”. Family members are the ones who receive direct care.
• Enter basic information to add family members and press “Done”.

Step 2. Register for serviceOn the home screen, select the Service section, select the Service Package you want to register for and click "Book":

• Nursing care: includes wound care, post-operative care, medication management, chronic disease management, monitoring and rehabilitation support for the elderly.
• Companion (coming soon): includes assistance with activities of daily living such as meal preparation, personal hygiene assistance, and companionship with the elderly.

In the nursing care package, select the package according to your needs and click "Book":

• Hourly service packages
• Overnight care service
• Daily service package

Step 3. Enter the desired appointment information. After completing and agreeing to the service cost, click “Cost: xxx VND – Make an appointment”.Step 4. The screen displays the message “Schedule successful”. Hiocare will contact you within the next 24 hours to confirm your appointment, provide payment instructions, and coordinate scheduling with your caregiver. You can click “View details” to view service details. If you do not agree with the appointment, press “Cancel schedule”. The system will take you to the call center number for support in canceling your appointment.Step 5. Service payment:

• Hiocare will call to confirm your appointment and service price.
• Receive SMS instructions for payment via bank transfer from Hiocare. You will have up to 3 hours to complete the service payment.

4. Service status monitoring

After completing the service registration, you can go to the Home page and click "Notification" to receive service status monitoring notifications.

5. Other features

You can also other features like editing and updating information by clicking on the item. "Account":

• Select “Booking history” to track booking history
• Select "“Transfer account” to transfer account to another role
• Select “Family member” to change family member information
• Select "Contact" to get support

6. Refund Policy

1. In what cases will I get a full refund?

• Cancellation 8 hours before scheduled time.
• Caregiver proactively requests cancellation for valid reasons
• After 1 hour you order service and no one picks up (Only applicable during the day).
• If the maid does not arrive on time, you must notify Hio. The cancellation period is 30 minutes after your scheduled time and before the end of the job.

For example: If you request service at 15:00 on 12/5/2023, the care will be performed within 2 hours. You will receive a refund if you cancel the service before 7:00 on 12/5/2023. Any cancellation requests outside of the time frame will not be valid.If the caregiver does not arrive between 15:00 and 15:30, you will also receive a refund.In all cases above, you will not be charged for the cancellation request. If you paid by bank transfer, the refund will be transferred back to your account within 15 minutes. If you paid by credit card, the refund will be transferred back to your account within 5-7 days according to the regulations of the Bank you opened the card.

2. In what cases can I get a partial refund?

• Cancel service within 30 minutes from booking to cancellation, cancellation fee is 50,000 VND.
• When you click the cancel button, the app will notify you of the 50,000 VND fee before you confirm the cancellation.

 3. In what cases am I not eligible for a refund?

• When the caregiver performs the job adequately but you are not satisfied due to issues related to attitude or quality in your opinion (In this case please contact our support line. After confirming the exact problem we will inform the specific refund policy for each case depending on the error that occurred).
• When you cancel within 8 hours from the time of cancellation to the time of booking the service.

4. Conditions for refund:In case you want to cancel your prepaid package, Hio will apply the cancellation terms/conditions and refund unused work in two forms:

• Refund via HioPay: Hio will refund the total amount of unused sessions in HioPay points, you can use HioPay points to book subsequent services without any deduction.
• Refund via bank transfer: Hio will refund the total amount of unused sessions minus 20% of the original package value.

5. How to request a refund

• For odd jobs on the app, please use the cancel job feature in the app.
• For other cases, please contact our customer support via email: support@hiocare.vn

————————————-The article has guided you through the specific steps to use the Hiocare application. With the Hiocare application, you can request, schedule care, pay, monitor services remotely and bring your loved ones a premium experience. If you have any questions, please contact Hiocare via email cskh@gmail.com or phone number (+84 969 623 400)