Cancellation
Free cancellation up to 12 hours before the booked session. Inside 12 hours, the full shift is billed so the carer is paid for showing up. If THR33 cancels under 12 hours, the next session is credited.
If a carer is late
We aim for on-the-minute. If a carer is more than 15 minutes late, the supervisor calls you. If more than 30 minutes late, the time is added to the end of the session at our cost.
Damage
Reported within the same shift to the supervisor. Photos taken. An incident report is sent to the household by end of business day. The insurer-led claim opens the next morning if the claim exceeds our excess.
Out-of-scope work
If something is asked of the carer that's outside the agreed scope, they will say so politely and call the supervisor. We won't quietly take on hazardous, nursing-level or live-in-helper substitute work. We'll happily quote a separate booking if appropriate.
Tipping
Not expected. If you'd like to recognise excellent work, the most useful thing is to mention the carer's contribution on WhatsApp — it goes into their tenure record. Cash tips are accepted but not solicited.
Complaints
WhatsApp the supervisor first. If unresolved within 48 hours, escalate to the operations lead at the founder line. Every complaint logged. Every complaint debriefed at the weekly team huddle.
Worker welfare
Carers can raise concerns about a household with the supervisor. We will move a carer off a household, on the carer's word, with no questions asked. See /worker-welfare for the full statement.