Our Policies

Cancellation & Rescheduling

We kindly ask that all cancellations or rescheduling requests be made at least 48 hours before your booking.
Cancellations made within 48 hours will be charged the full service fee, as the time has been reserved and cannot be filled on short notice.

We appreciate your understanding and respect for our workers’ time.

Safety & Conduct

Your safety — and our workers’ safety — is a top priority. We ask that all environments are safe, respectful, and appropriate for work. Workers may end a session immediately if they feel unsafe or uncomfortable, and the full fee may still apply.

Clients must provide accurate information regarding children, pets, and household expectations.

Payment Policy

Payment is required on or before the day of the service.
We accept bank transfer. Late payments may incur a small administrative fee. Continued unpaid invoices will result in paused services until payment is cleared.

Refund Policy

Refunds are only available for bookings cancelled more than 48 hours in advance. Bookings cancelled within 48 hours are non-refundable due to lost time and scheduling commitments.

If a worker must cancel due to emergency or illness, you will receive either a rescheduled time (dog walking) an alternate staff member (other services) and as a last resort a full refund.

Privacy

All personal information shared with Helpful Hands Central — including addresses, routines, emergency contacts, and home details — is kept strictly confidential.

We never share your information with outside parties. Your privacy is always respected.

No Show

If the worker arrives and cannot access the home, or the client is not present for the service (when presence is required):

• The session will be considered a no-show, and the full fee will be charged.

House Access & Security

For house sitting, pet sitting, and home help:

Clients must provide secure access to the home (keys, codes, etc.).
Workers will lock up responsibly and return keys after the service.
Helpful Hands Central is not responsible for pre-existing property damage or malfunctioning systems.
Clients are responsible for ensuring pets are safely contained before the worker arrives.

Worker Safety & Respect

We maintain a zero-tolerance policy for disrespect, harassment, or unsafe environments.

Workers have the right to leave immediately if:

They feel unsafe
They encounter abusive behaviour
The environment is unsuitable for work

The full service fee may still apply.

Illness & Health Policy

To protect our team and your family:

If a child or household member is sick, the booking may need to be rescheduled.
Workers who are unwell will not attend bookings — a replacement may be arranged if available.
Illness-related cancellations made more than 48 hours in advance are fully accepted.
Standard cancellation fees apply within 48 hours, unless otherwise discussed.
Please get in touch as soon as possible if your child is sick and it is within 24 hours of the service, the service can be rescheduled but will not be refunded.

Pet Care

For dog walking and pet services:

Dogs must be non-aggressive and safe to handle.
Owners must provide leads, harnesses, and any required supplies.
If a pet displays unsafe behaviour, the session may be shortened or cancelled for safety.
Should weather conditions occur that make the service strained (eg. Heavy rain), walks may be adjusted or cancelled, please see the weather policy for further clarification.

Child Supervision

For babysitting/nannying:

Parents must provide all relevant information: routines, allergies, medical needs, and emergency contacts.
No additional children may be present unless approved beforehand.
Workers will not transport children unless the parent has given explicit permission or in the case of emergencies.
If children are sick, the service may need to be rescheduled to protect our workers.

Weather

For outdoor services:

Dog walks may be shortened, modified, or rescheduled during storms, heavy rain, extreme heat, or unsafe conditions.
Indoor activities will be offered where appropriate.
We will be in touch if your walk is cancelled and reschedule or provide a full refund.