Policies

How We Work Together

Extra Hands Care Collective is built on trust, communication, and mutual respect.
The guidelines below help create a safe and comfortable experience for clients, families, and caregivers.

A full service agreement is provided before care begins.
If you would like to read our full policies, please email
hello@extra-hands-care-collective.ca for the PDFs.

Included on this page:
Scope of Services
Safety
Scheduling & Cancellations
Fees & Billing
Privacy & Confidentiality
Respect & Rights
Concerns & Feedback

Scope of Services

We provide non-medical support such as companionship, kidcare, and everyday household assistance.

We do not provide medical, nursing, therapeutic, emergency, or crisis services.
Care is always collaborative and within each caregiver’s training and comfort level.

If something falls outside our scope, we will communicate openly and help explore other resources when possible.

Safety

Safety is always prioritized.

Clients are asked to maintain a reasonably safe environment, including clear walkways, functioning utilities, and secure pets when needed.

Caregivers may pause, adjust, or decline a task if safety cannot be reasonably ensured.

In emergencies, caregivers may contact emergency services and notify the client’s emergency contact.

Scheduling & Cancellations

We ask for at least 24 hours notice for cancellations or schedule changes.

Late cancellations may be charged depending on circumstances, though emergencies are approached with understanding.

There are 2-hour minimum booking times for Kidcare and Companion Care.

Consistent schedules help build strong relationships and reliable care for everyone involved.

Fees & Billing

Invoices are sent after services and payment timelines are agreed upon in advance.

If payment becomes overdue, services may be paused until resolved. We are always happy to communicate early to prevent this.

Any outing expenses such as transit or tickets are simply passed through to the client.

Privacy & Confidentiality

Personal information is kept private and used only to provide safe, coordinated care.

We do not share information without consent except in emergencies or when legally required.

Caregivers also respect privacy within the home and personal spaces.

Respect & Rights

Care works best as a partnership.

Clients can accept or decline activities and remain involved in decisions about their care.

Caregivers will work within their role and may decline requests outside agreed services.

We ask everyone involved to treat each other with courtesy and respect.

Concerns & Feedback

Questions or concerns can always be shared directly.
We will listen, respond thoughtfully, and work toward a comfortable resolution.

Feedback helps us improve and is always welcome.