Client FAQ

We've gathered answers to the most common client questions to make things easier for you.

How do I pay for services?

All payments are handled securely through our platform using Stripe. You’ll see the cost upfront and won’t be charged until your Helper accepts and confirms the booking.

How does payment for recurring bookings work?

Once your Helper accepts a recurring series, you’ll be charged for the first appointment right away—just like a regular booking. After that, each upcoming appointment in the series is billed about 24 hours before it starts. Easy, automatic, and hassle-free.

Why do Helpers need to accept my booking request?

Unlike traditional care companies, HelpHive gives Helpers the ability to accept bookings themselves. This ensures you only work with someone who understands your needs and feels confident they can provide the right support. We’ve found that when Helpers choose the jobs that are a good fit, the experience is better for everyone—more thoughtful service and a happier person by your side.

How long does it take for Helpers to respond to my request?

Helpers get notified immediately when you send a request, so responses are usually fast. Just in case, we’ve built in a few guardrails so you’re never left wondering:

Requests made before 6:00 PM: Must be accepted within 6 hours or they’ll expire.

Example: A request made at 2:00 PM needs to be accepted by 8:00 PM the same day.

Requests made after 6:00 PM: Must be accepted by 11:00 AM the next morning or they'll expire.

Example: A request made at 7:30 PM must be accepted by 11:00 AM the next day.

Where does HelpHive operate?

We currently operate in Vancouver, Burnaby, North Vancouver and West Vancouver.

We’re excited to grow and bring our services to more communities across BC soon — so keep an eye out, we might be in your neighbourhood next!

What are “Helpers” and how are they selected?

Helpers are the service providers on our platform. Every Helper has passed a third-party background check, completed interviews, and—where applicable—received tailored training. We only accept individuals we trust to provide safe, respectful, and effective support for seniors.

What kind of background check do Helpers complete?

Every Helper must pass a third-party background check that includes ID verification and an Enhanced Canadian Criminal Record Background Check. This goes beyond a standard record check and flags pending issues that many companies don’t screen for. Your safety and peace of mind is always our top priority.

Can I book the same Helper again?

Yes! You can also set up recurring bookings. This means your preferred service, location, and time can repeat on a regular schedule—no need to rebook each time.

Are there any booking minimums?

To make sure every visit feels unhurried and worthwhile, we have minimum booking times for some services:

1-hour minimum: Check-ins, Walking buddy.
2-hour minimum: Housekeeping & laundry, Meal preparation, Household tasks, Technology help, Gardening buddy, Daytime respite care, Nighttime respite care, Companionship, Art buddy.
No hourly minimum: Fitness & mobility, A little pampering.

What happens if I book a Helper outside the platform?

Booking here means you or your loved one’s help is vetted, supported, and set up for success—because when it comes to safety and comfort, the details matter.

Off-platform, you lose:

Peace of mind: No guarantee your Helper is still vetted and in good standing.
Motivated help: Our Helper Rewards Program keeps Helpers going the extra mile.
Support: Our Support Team can only assist platform bookings.
Secure payments: Safe and protected with Stripe.
Refunds: Available for eligible bookings—off-platform, not possible.

There was an issue with my service—what should I do?

If there’s ever an emergency, please call 911 right away.

For anything less urgent, we’re here to help. Contact us and let us know what happened, and we’ll do everything we can to make it right.

Can I create and manage an account for someone?

Absolutely. HelpHive is designed to make it easy for family members, friends or caregivers to set up and manage an account on behalf of a loved one so they can get the support they need, even if they’re not tech-savvy.

What is your cancellation policy?

You can cancel up to 24 hours before the scheduled start time for a full refund. If you cancel after that, 50% of the service cost will be charged to compensate the Helper for the short notice.

What happens if a Helper cancels?

If a Helper cancels a booking, you’ll receive a full refund. We’ll also look into the reason for the cancellation and take steps to help prevent it from happening again.

What should I include in my profile?

Share a bit about yourself and the type of support you’re looking for. This helps Helpers better understand your needs and increases the chances of receiving the right care. Only include details you feel comfortable sharing—your privacy always comes first.

What kinds of services can I request?

You can view the full list of services we offer here. We focus on everyday, non-medical support tailored to seniors’ needs.

Do I need to sign a contract or make a long-term commitment?

Nope. HelpHive is flexible by design. You only book and pay for the services you need, when you need them—no commitments or hidden strings.

Need more assistance?

We're here to help.