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Client Expectations

These policies outline what clients can expect when working with Baba Homecare. They reflect our commitments to nonjudgment, clear communication, worker safety, and community care.

Whether you’re a long‑time client or joining us for the first time, we’re truly grateful to have you with us as we grow and transform in 2026. Baba Homecare is rooted in rest, care, and the belief that every home is a sanctuary.

As part of our growth, many of our policies have been updated. We invite you to take a moment to look them over, even if you’ve worked with us before.

Please reach out to team@babahomecare.com with any queer-ies, concerns, or feedback on any of our policies.

Scheduling & Cancellation Policies

Service Confirmation

We will send an appointment confirmation via email or text 3 days before your appointment. Please see our communication terms below.

Cancellations & Rescheduling

We ask for at least 48 hours’ notice to cancel or reschedule. Non‑emergency cancellations with less than 48 hours’ notice may incur a $75 fee.

Payment & Pricing

Sliding Scale Policy

All clients pay on a sliding scale. You choose the rate that works for you based on how many Homecare Assistants will be coming. If you’re working with a fixed budget, that’s absolutely okay — we’ll make the most of the time available to help your home feel refreshed and cared for.

Rates

- 1 Homecare Assistant: $31–62/hr
- 2 Homecare Assistants: $53–83/hr

You’re welcome to choose a new rate at any time. Just email team@babahomecare.com with your updated rate and we’ll make the change — no questions asked, no judgment. Rate changes must be made before the date of your scheduled service so we can update your invoice accurately.

Grout

Grout work is available as an add‑on service and includes a $20 per half hour surcharge.

Payment Policy

An invoice will be sent via email or text within one week of service and is due upon receipt. Please pay invoices promptly to support smooth scheduling and fair worker compensation. A 10% fee will be added to invoices more than 45 days past due.

Payment Methods

There are now three ways to pay your invoices

Venmo: @babahomecare
Zelle: team@babahomecare.com
Credit card: your invoice will have a link to our secure payment portal. Credit card payments will include a 3% processing fee.

Tips

Tips are welcome and appreciated but always optional. We’re committed to providing fair compensation in an industry that is often underpaid and undervalued. All Home Assistants are paid $21–27/hour, so no one relies on tips for their income.

If you’d like to leave a tip via Venmo or Zelle, simply pay your invoice amount plus the tip amount you’d like to add. Anything paid above the invoice total will be applied as a tip. Credit card payments will have a prompt to add a tip.

Mileage

For clients located more than 15–20 minutes from Durham Station, a mileage fee of $0.30 per mile (round‑trip) will be added to each appointment.

Onsite During Service

Boundaries & Scope of Work

We cannot provide medical care, personal care, heavy lifting, or transportation. We do not move large furniture or appliances or take care of pets.

Access & Entry

Clients must ensure we can enter the home at the scheduled time (door unlocked, someone home, key provided, or code shared). If we cannot access the home within 15 minutes and cannot reach the client for a workaround, the session will be cancelled and a fee may be applied.

Pets & Animal Safety

Pets must be secured if they may interfere with cleaning or pose safety risks, or at the request of the Homecare Assistant(s). We cannot handle animal waste, including litter box maintenance (see Service Limitations, biohazard policy below).

Supplies & Equipment

We bring our own standard cleaning supplies and may use your products or equipment with your permission. If you prefer specific products, please let us know and have them available. A full list of what we use is on our website. We do not use harsh chemicals and bleach unless the client requests otherwise or without checking in with the client beforehand.

Worker Well-being & Safety

Safety & Respect

We are a team of queer, transgender, neurodivergent, disabled, and BIPOC workers. We expect clients to treat us with the same care and respect we bring to our work. Harassment, discrimination, or unsafe language or behavior will not be tolerated. Workers may end any session immediately if they feel unsafe for any reason.

Illness & COVID Safety Disclosure:

To keep everyone safe and to honor the health needs of our team and clients, we ask that you let us know if anyone in your household is experiencing symptoms of illness—including COVID‑related symptoms—before your appointment. Sharing this information does not automatically mean your session will be canceled. It simply allows us to assess the situation together and decide on the safest, most supportive plan for everyone involved. Our team members have personal and professional obligations that require us to be especially careful around illness exposure. Thank you for being a part of a community that shows care by looking out for all of us.

Emergencies

In the event of an emergency, our workers will call emergency medical services if someone appears to be in immediate danger or needs urgent medical attention. We will not contact the police unless a client explicitly asks us to do so. Our goal is to respond in ways that prioritize safety, consent, and community care.

Breaks

Homecare assistants are trained to take care of their bodies in this historically overworked and underpaid industry. That means regular breaks at least every 2 hours. Break time does not reduce the booked session length.

Coverage & Accidental Damage

Accidental Damage Policy

Our team takes great care in your home. In the rare event that a worker accidentally damages an item, they will take photos and notify their supervisor and the client as soon as feasible. If you find damage that was not reported, please notify us within 48 hours so we can review what happened. Baba Homecare is not responsible for pre‑existing damage, unstable items, or hazards not disclosed before service.

Any resolution for confirmed accidental damage will be handled on a case‑by‑case basis.

Insurance & Claims

Baba Homecare carries general liability insurance. If an incident occurs, clients agree to notify us directly so we can review the situation and determine next steps. All communication with our insurer will be handled by Baba Homecare. Our insurance does not cover pre‑existing damage, unsafe conditions, or hazards not disclosed before service.

Service Limitations

Biohazard Policy

We cannot handle or remove:

Feces outside the immediate toilet area
Urine, blood, or bodily fluids
Needles or medical waste
Mold requiring professional remediation
Animal waste or carcasses

Please ensure that litter boxes are maintained especially before service and any surrounding litter cleaned up before arrival. If Homecare Assistant(s) encounter any biohazard issues, including litter on floors a $100 fee will be added. We do not provide pet care or cleaning services.

Hoarding & Unsafe Conditions

We cannot work in spaces with:

Blocked or inaccessible pathways or exits
Unstable or floor‑to‑ceiling piles
Infestations
Areas requiring specialized PPE or disposal

If conditions exceed our scope, we will terminate the session and a fee may be charged.

Safety Disclosure & Scope Adjustment Fee

Clients agree to disclose any conditions that may affect worker safety or session scope. If undisclosed hazardous conditions are discovered, a $50–$150 Safety & Scope Adjustment Fee may be added to the invoice.

Client Privacy & Communication

Confidentiality & Privacy

It is our honor to have the trust clients place in us when inviting us into their homes and sharing their needs. We maintain strict confidentiality around clients' personal information and anything seen or discussed during sessions. All workers are expected to uphold this standard; violations may result in disciplinary action, up to termination.

Photos & Documentation

Workers may take photos of areas they clean for internal documentation, safety, or training. Photos are never shared publicly without explicit consent.

Communication & Texting Consent

By sharing contact information such as your email or mobile number, you’re giving us permission to contact you about scheduling updates, appointment reminders, and information related to your services. Standard text rates apply if texting is used. We will never sell or share your information.

You’re always in control of how we reach you. You may opt out of texts at any time by replying STOP or END, or opt out of emails by selecting Unsubscribe.

Terms & Termination

Either party may end services at any time. Baba Homecare may pause or terminate services if safety concerns arise, if policies are repeatedly violated, or if conditions exceed our scope of work. Any outstanding invoices remain due upon termination.

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