Terms of Service

Acceptance of Terms

By accessing and using the Haven at Home website and services, you agree to be bound by these Terms of Service and all applicable laws and regulations of Canada and Ontario.

About Haven at Home

Haven at Home is a private home healthcare agency providing comprehensive care services throughout the Greater Toronto Area. We are committed to delivering compassionate, professional care that helps individuals live safely and independently in their own homes.

Services Provided

Haven at Home provides the following home healthcare services:

• Personal support and daily living assistance
• Registered nursing and practical nursing services
• Physiotherapy, occupational therapy, and speech-language pathology
• Specialized care for dementia, chronic conditions, and palliative care
• Respite care for family caregivers
• Post-surgical recovery support

All services are provided by qualified, licensed healthcare professionals in accordance with Ontario regulatory standards.

Service Agreement and Care Plans

Eligibility

Services are available to residents of the Greater Toronto Area who require home healthcare support and meet our assessment criteria.

Assessment Process

All services begin with a comprehensive assessment conducted by qualified healthcare professionals to determine care needs, develop appropriate care plans, and ensure service suitability.

Care Plans

All services are provided according to individualized care plans developed in consultation with clients, families, substitute decision-makers (where applicable), and healthcare providers. Care plans are regularly reviewed and updated as needs change.

Caregiver Assignment

We strive to match clients with caregivers based on care needs, preferences, availability, and compatibility. While we work to maintain consistent caregiver assignments, changes may be necessary due to scheduling, availability, or care requirements.

Client and Family Responsibilities

Accurate Information

Provide complete and accurate health information, medication lists, emergency contacts, and insurance details necessary for safe and appropriate care delivery.

Safe Environment

Maintain a safe home environment for caregivers, including disclosure of any household hazards, pets, infectious conditions, or other safety concerns.

Communication

Communicate promptly regarding changes in health status, care needs, concerns about service delivery, or any incidents affecting care.

Respect and Cooperation

Treat all caregivers and staff with respect and courtesy. Discrimination, harassment, or abusive behavior toward staff will not be tolerated and may result in service termination.

Payment Obligations

Pay for services according to agreed terms and schedules. Provide accurate insurance information and notify us promptly of any changes to coverage or payment arrangements.

Our Responsibilities

Quality Care

Provide qualified, screened, and trained caregivers who meet professional standards and regulatory requirements for their respective roles.

Professional Standards

Ensure all care providers maintain current licenses, certifications, and training required for their positions and adhere to professional standards of practice.

Supervision and Oversight

Maintain appropriate clinical supervision through registered healthcare professionals and provide ongoing support to caregivers.

Emergency Response

Maintain 24/7 availability for care coordination, emergency consultation, and urgent concerns related to client care and safety.

Regulatory Compliance

Adhere to all applicable healthcare regulations, professional standards, privacy legislation, and employment standards.

Fees, Payment, and Insurance

Service Rates

Fees are based on service type, level of care required, duration, and frequency as outlined in your individual service agreement. Rates may vary based on caregiver qualifications and specialized care requirements.

Payment Terms

Payment is due according to the agreed schedule as specified in your service agreement. We accept various payment methods and provide assistance with insurance billing where applicable.

Insurance Coordination

We work with private insurance providers, government programs, and third-party payers as applicable. Clients remain ultimately responsible for payment regardless of insurance coverage outcomes.

Late Payments

Late payment charges may apply to overdue accounts as specified in the service agreement. Continued non-payment may result in service suspension or termination.

Service Modifications and Termination

Service Changes

Care plans and service levels may be modified based on changing health needs, assessment outcomes, or care recommendations from healthcare providers.

Termination by Client

Clients may terminate services at any time with appropriate notice as specified in the service agreement, typically 24-48 hours for routine termination.

Termination by Haven at Home

We reserve the right to terminate services with appropriate notice if:

• Safety concerns arise for caregivers or other individuals
• Payment obligations are not met despite reasonable efforts to resolve
• Client or family behavior becomes abusive or threatening toward staff
• Care needs exceed our service capabilities or scope of practice
• Regulatory or legal requirements mandate termination

Emergency Termination

Immediate termination may occur without notice if immediate safety concerns arise or in other emergency circumstances.

Limitation of Liability

Scope of Liability

Haven at Home's liability is limited to the direct costs of services actually provided. We maintain professional liability insurance as required by law and professional standards.

Excluded Damages

Except as required by applicable law, we are not liable for:

• Indirect, incidental, or consequential damages
• Delays in service delivery due to circumstances beyond our reasonable control
• Actions or omissions of third parties not under our direct control
• Pre-existing health conditions or normal disease progression
• Equipment failures or technology disruptions

Force Majeure

We are not liable for delays or failures in service delivery caused by circumstances beyond our reasonable control, including natural disasters, government actions, pandemics, or other emergencies.

Privacy and Confidentiality

All personal information and health information is collected, used, and disclosed in accordance with our Privacy Policy and applicable privacy legislation. All staff are bound by confidentiality obligations.

Dispute Resolution

Internal Resolution

We encourage clients to raise concerns directly with our care coordinators or management team. We are committed to addressing concerns promptly and fairly.

Formal Complaints

Formal complaints may be submitted in writing to our management team. We will investigate and respond to all formal complaints within a reasonable timeframe.

External Resolution

If internal resolution is unsuccessful, clients may pursue resolution through:

• Relevant professional regulatory bodies
• The Office of the Privacy Commissioner (for privacy matters)
• Provincial ombudsman offices
• Legal proceedings as permitted by law

Governing Law

These terms are governed by the laws of Ontario and Canada. Any disputes will be resolved in the courts of Ontario.

Regulatory Compliance

Haven at Home operates in compliance with all applicable legislation including:

• Regulated Health Professions Act (Ontario)
• Personal Support Worker Act (Ontario)
• Personal Information Protection and Electronic Documents Act (PIPEDA)
• Employment Standards Act (Ontario)
• Occupational Health and Safety Act (Ontario)

Changes to Terms

These Terms of Service may be updated periodically to reflect changes in our services, legal requirements, or business practices. Significant changes will be communicated to active clients through direct notification or website posting.

Contact Information

For questions about these Terms of Service:

Acknowledgment

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.