1About us and these terms
Caregivershome is a trading name of K2026726674 (SOUTH AFRICA) (PTY) LTD, a private company registered in South Africa (CIPC registration number 2026/726674/07) ("Caregivershome", "we", "us").
We match households in South Africa with vetted caregivers and cleaners. In these terms, "you" means the client who requests and pays for a service, and "worker" means the caregiver or cleaner we send. Our workers are independent contractors who have passed our screening, not our employees.
By requesting a service or paying for a booking, you agree to these terms. You must be at least 18 years old. If you book care for someone else, such as a parent, you confirm that you are allowed to do so.
2Our services
- Home care: non-clinical elderly and companion care, such as help with personal care, mobility, daily living and company.
- Residential cleaning: cleaning of your home.
Nursing and other clinical services (for example wound care, injections, catheter care or managing medication) are not offered through Caregivershome, and workers may not perform them.
3How booking works
- You send us a request on caregivershome.co.za with the service you need, your address, and the dates and times you prefer.
- We review your request and match you with a suitable vetted caregiver or cleaner, based on the job, their availability and your area.
- We tell you the total price and send you a secure payment link for that amount.
- You pay in advance. Your booking is only confirmed once your payment has been received. We then confirm the booking by email and SMS.
- Your worker arrives at your home on the booked date and time to deliver the service.
4Prices and payment
- All prices are in South African Rand (ZAR). We tell you the total price before you pay.
- Bookings are paid in advance through a secure payment link. Payments are processed securely by our payment provider (for example Yoco or PayFast).
- Caregivershome does not see or store your card details. They are handled only by the payment provider.
- You pay Caregivershome, not the worker. Please don't pay workers directly or in cash at the door for a booking made through us. If anyone asks you for cash, please tell us.
- Caregivershome never charges its caregivers or cleaners any fee to register, be vetted or be placed.
5Delivery Policy
- Our services are delivered in person at your address on the date and at the time you booked.
- We confirm each booking, including the date, time and service, by email and SMS.
- No physical goods are shipped. There are no delivery or shipping charges.
- We serve households in South Africa, subject to a worker being available in your area. If we can't find a worker near you, we'll tell you before you pay.
- If, after you have paid, we can't supply a worker for your booking, you can choose a full refund or a new date (see the Refund Policy).
6Cancellation Policy
You can cancel a paid booking by emailing hello@caregivershome.co.za or phoning 087 265 0753. Notice is counted from when we receive your cancellation until the start time of the booked session.
| When you cancel | Refund |
|---|---|
| At least 24 hours before the booked session | Full refund |
| Less than 24 hours before the booked session | 50% refund |
| No-show, or turning the worker away on the day | No refund |
If we have to cancel, or can't supply a caregiver or cleaner for your paid booking, you choose between a full refund or a new date.
7Refund Policy
You are entitled to a refund in these cases:
- You cancel at least 24 hours before the session: full refund. Less than 24 hours' notice: 50% refund. No-show or turning the worker away on the day: no refund. The same applies if an agent leaves because of a breach of our client conduct rules.
- We can't supply a caregiver or cleaner for your paid booking: you choose a full refund or a new date.
- You report a problem with a session within 48 hours and our investigation upholds it: we may offer a redo, or a partial or full refund (see Complaints).
How refunds are paid
Refunds go back to your original payment method within 7–10 working days of being approved. Your bank may take a little longer to show the money in your account.
8Complaints
- If you are unhappy with a session, please report it to us within 48 hours of the session at hello@caregivershome.co.za or 087 265 0753. Tell us the date, what happened and who was involved.
- We will investigate within 5 working days and may speak to you and the worker.
- Depending on the outcome, we may offer a redo of the session, or a partial or full refund.
- In an emergency, first contact the emergency services (10111 for police, or 112 from a cell phone), then let us know. Report any safety concern, injury, theft or abuse as soon as possible.
9Your responsibilities
- Give us accurate information about the service you need, including any health, mobility or safety information a worker needs to do the job safely.
- Make sure someone is there to let the worker in at the booked time, and provide a safe place to work. Tell us about any hazards, such as dogs or unsafe areas.
- Treat workers with dignity and respect. Harassment, abuse, discrimination or unsafe instructions are not tolerated.
- Don't ask a worker to do tasks outside the agreed booking, or any nursing or clinical task.
10Safety and verification
- Every caregiver and cleaner is screened and approved by us before we assign them to a client, and we act on feedback and incident reports.
- Your worker carries a Caregivershome ID card with a QR code. Scan it at the door to check that they are the person we sent. The check opens on our verification page at caregivershome.co.za/verify.
- Every worker must follow our Agent Code of Conduct, which has zero tolerance for abuse, harassment and exploitation.
- Our checks rely on documents and information that may be incomplete, so they can't guarantee everything about a person. Please still use your own judgement, and tell us straight away if anything feels wrong.
11Client conduct and agent safety
Our caregivers and cleaners (agents) have the right to work safely and be treated with respect. By booking, you agree to these rules for yourself and everyone in your home.
- Zero tolerance: abuse, harassment (including sexual harassment), threats, racist or degrading language, and violence toward agents are not accepted.
- No unwanted contact: no unwanted physical contact, no sexual advances or requests, and no inappropriate messages, calls or images to an agent.
- A safe home: you, or another household member aged 18 or older, must be present or reachable as agreed for the booking. Tell us in advance about dangerous pets, weapons, illness or infection risks, and other people who will be in the home. An agent may refuse any task they believe is unsafe.
- Only the booked work: agents do only the care or cleaning you booked, during the agreed hours. Don't ask for extra unpaid work, or for tasks outside the agent's role, such as medical procedures they aren't qualified for or lifting beyond safe limits.
- Freedom to leave: never withhold an agent's ID, phone or belongings, and never lock an agent in. An agent may leave at any time if they feel unsafe.
- Honest complaints: raise complaints through Caregivershome on 087 265 0753 or hello@caregivershome.co.za. Making false accusations against an agent is a breach of these terms.
- Pay only through Caregivershome: don't pay agents directly or make cash side deals. If you hire an agent we introduced to you directly, without Caregivershome, within 12 months of the introduction, you may be charged a placement fee.
If these rules are broken
- The agent may stop the session and leave. This counts as a breach by the client, so no refund is due for that session, as with turning a worker away.
- We may suspend or permanently close your account.
- We report serious incidents to the South African Police Service (SAPS).
Agents can report client misconduct to us through the same channels: 087 265 0753 or hello@caregivershome.co.za. See also our Agent Code of Conduct.
12Liability and your rights
To the extent the law allows, Caregivershome is not liable for loss or damage caused by false or incomplete information given to us, by things outside our reasonable control, or by the website being temporarily unavailable. Where we are liable, our liability is limited to the amount you paid for the booking concerned.
Nothing in these terms limits our liability for gross negligence, wilful misconduct or fraud, or takes away any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If any part of these terms conflicts with those laws, the law applies.
13Privacy (POPIA)
We handle your personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA). We collect only what we need to arrange and confirm your booking, keep everyone safe and keep our financial records. We share only what is needed with your worker (for example your name, address and the job details) and with service providers such as our payment provider. We do not sell personal information.
You can ask to see, correct or delete your information, or raise a privacy concern, by emailing hello@caregivershome.co.za. You may also complain to the Information Regulator (inforegulator.org.za). More about how we handle information is on our Privacy & Safety page.
14Changes and governing law
We may update these terms from time to time. The latest version, with its date, will always be on this page. A booking you have already paid for is governed by the terms that applied when you paid. These terms are governed by the laws of the Republic of South Africa.
15Contact and company details
- Company name
- K2026726674 (SOUTH AFRICA) (PTY) LTD
- Trading as
- Caregivershome
- Legal status
- Private company registered in South Africa
- CIPC registration no.
- 2026/726674/07
- Director & Founder
- Mr F. Nzama
- Clinical Managing Director
- Mr V. Nkosi
- Website
- caregivershome.co.za