Support

How it works

The Vidal Home Care app is the easiest way to get home care for yourself or a loved one.

Here’s how it works:

Create an account on our web or mobile app. The mobile app can be downloaded from the App Store (for iOS phones) or Google Play Store (for Andriod phones).

Indicate whether the Care Recipient will be yourself or a loved one.

You will be asked to input some information to create the Care Recipient profile.

That’s it! Now you can get started.

Go to Find a Caregiver to apply filters to match with a compatible Caregiver.

You can search by: Availability, Spoken Languages, Gender, and Specialties (such as Alzheimer’s/dementia care, palliative care, Parkinson’s care, etc). You can also read more about the Caregivers in your search results by viewing their Caregiver Profile.

Also, at any time, you can connect and Chat with any Caregiver.

When you’re ready, you can add the Caregiver to your list of Favourite Caregivers so you can easily find them again.

Get Care Now. When you place a Care Visit request, enter:

The location of care
The date
Start time and end time
Location –> choose from your list of Saved Locations
Selected Caregiver –> choose from your list of favourite Caregivers
Special Instructions –> provide details regarding daily routine, errands, medication reminders, meal preparation, etc for your Caregiver

Once you place the Care Visit request, please wait for a confirmation.

You will be notified in real time on your mobile app when your Caregiver checks in and checks out. When your Caregiver arrives at the Care Visit location, s/he will check in. At the end of the Care Visit, s/he will check out and leave a Care Note, summarizing the details of the Care Visit. Upon check out, your credit card will be automatically billed and you will receive an email Payment Receipt.

You will be able to view the Care Notes and leave feedback as well as a Star Rating for your Caregiver.

These ratings help the Caregiver’s credibility and visibility in the search results.

Why am I asked for my credit card information when requesting a “Free and non-obligatory” consultation?

We are required to keep a credit card on file for all registrants. You will not be charged for the consultation. If you are unable to keep the Consultation appointment, please be sure to cancel it. If you provide less than 24 hours notice of cancellation, you will be charged $50.

How do I cancel my Care Visit request?

You can cancel a Care Visit request at any time. To cancel a Care Visit request:

Go to My Visits
Go to Requested tab
Next to the Care Visit request you want to cancel, click View Details.
Choose Cancel Request

There is no penalty for cancelling a Care Visit request.

What is the Vidal Home Care cancellation policy?

Care Visit requests that are not yet accepted or confirmed by a Caregiver can be cancelled at any time, without penalty. Care Visits that have been accepted or confirmed by a Caregiver can be cancelled at any time before the start of the scheduled Care Visit. There is no penalty if you cancel with more than 24 hours notice. If you cancel within 24 hours of the scheduled start time, you will be charged for the full scheduled care visit.

What happens if my Caregiver cancels a Care Visit?

If your Caregiver cancels a Care Visit, you will be notified by a Vidal Team Member via phone or email. He or she will work with you to find another suitable Caregiver.

My Caregiver didn’t check in (or check out) at the right address.

There are times when the GPS technology on the phone is not 100% accurate. However, if you believe that your Caregiver did not arrive at the correct Care Visit location on time, please contact us and a Vidal Team Member will be able to help assist you further.

My Caregiver never arrived.

You should never have to deal with uncertainty especially when it comes to the care of your loved one. Please get in touch with us, we will be sure to investigate the matter.

How do referrals work?

If you’re happy with the home care you’ve received from Vidal Home Care, tell your friends and family about it and Share the Care!

Share your referral code with friends and family: when they request care (of 3 hours or more) they will get 1 hour of care for free. You will get a free hour of care too. You can see these hours accumulate in the Referrals screen of your app. These hours will automatically apply to Care Visits of 3 hours or more. 1 free hour will apply per Care Visit.

My Care Recipient is a veteran and/or is receiving publicly funded home care. Any additional private care purchase should be tax-exempt.

Please contact us to discuss and submit the required documentation. Once processed, your home care charges from us will be tax exempt.

Why should I pay and communicate through the Vidal app directly?

Communicating and paying through the Vidal app helps ensure that you’re protected under our Privacy Policy, Terms of Service, cancellation policies and other safeguards. It also makes it easy to find and reference Care Visit details, Caregiver details and Care Notes. You will also have peace of mind knowing, in real time, when and where your Caregiver checks in and out. We can’t provide these assurances if you don’t request and pay for Care Visits on the Vidal app directly. Vidal charges your credit card automatically based on check in and out time, and sends email receipts immediately upon check out. This will eliminate disputes and claims regarding Care Visit hours and will make tracking home care expenses easy.

How does Vidal help build credibility between Caregivers and Care Recipients?

We aim to create a transparent and safe experience when Care Recipients and Caregivers interact on the Vidal app. We provide the tools with which Care Recipients and their families can find Caregivers and connect with them to determine compatibility. We also provide the ability to save favourite Caregivers so that they can be easily found again in the future. For many families, having consistent Caregivers is very important. Some other features that we provide in order to build a transparent and safe environment include pre-screening of Caregivers, our secure messaging system, and Star Reviews process. Please report any suspicious or inappropriate activity by any Care Recipient or Caregiver you connect with on the Vidal app. We will promptly investigate.