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FAQs

Browse our FAQs for quick answers to common questions.Your questions, our answers!

Customer FAQs

Booking Tuktu services is easy and convenient. Services can be booked directly through the Tuktu website or by downloading the App or through a simple phone call at 866-938-8588. Book a service now.

There's no need for immediate payment to the provider. We'll send an invoice to your email, and you can easily pay using credit card online, over the phone, by cheque, or via e-transfer. Please note, we do not accept cash payments.

All services are a 1 hour minimum, followed by increments of every 15 minutes.

Our cancellation fee is determined by the time remaining before the service's start time.

More than 12 hours: Tuktu charges no fee for cancellations made 12 or more hours before service start time.
4-12 hours: Tuktu charges a standard fee of $5 for cancellations made between 4 and 12 hours before service start time.
Less than 4 hours: Tuktu charges a fee equal to the booked Tuktu’s hourly rate for cancellations made less than 4 hours before service start time.

Call us at 1-866-938-8588 or email us at care@tuktu.ca to reschedule or cancel a booking. You can also cancel a booking from the Tuktu app.

We can make bookings up to 2 weeks in advance and with a minimum of 24 hours' notice. For a recurring booking, all services are booked one month in advance.

Tuktu values the importance of consistent care and strives to provide you with the same helper.

  • When you book recurring services, you can choose 3 favorite Tuktus, and the system will assign a Tuktu based on your order of preference.
  • The App also allows you to set your favorite Tuktus, because of which they appear as recommended Tuktus each time you book a service.

Yes, all Tuktu helpers have 1 million of commercial liability insurance.

Yes, all Tuktu helpers are fully vaccinated for COVID-19. This means they have received their first two vaccinations. Any booster shots are not counted.

The cost is dependent on the Tuktu helper. Each Tuktu helper chooses which services they provide and at which rate. We do provide a rate range and a maximum allowed rate.

Tuktu stands out due to its unique approach:

  • Community-Focused Care: Emphasizing a community-driven approach to caregiving.
  • Diverse Services: Offering a wide range of services to cater to different needs.
  • Personalized Experience: Tailoring services to everyone’s preferences and requirements.
  • Holistic Well-being: Focusing not just on physical needs but also on emotional and social well-being.

If you are using the Tuktu app, you can delete your account and all data by going to Account > Profile and scrolling down to the Delete account section. Note that you can’t delete your account if you have upcoming bookings or open invoices.

If you aren’t using the app, you can ask Tuktu to delete your account with this Request data deletion form. This form is also available from the website’s bottom menu. Note that we can’t proceed with deleting your account if you have upcoming bookings or open invoices.

Deleting you account will also delete all of the following data:

  • Loved one profiles
  • Loved one wellbeing reports
  • Loved one notes
  • Booking history
  • Payment receipts
  • Favorite Tuktus

Before deleting your data, be aware that we will not be able to restore it at a later time. Deleting your account can’t be undone.

In the Inuktitut language of the Inuit people living in the arctic regions of Canada, Tuktu (tuk-too) means Caribou, that is a significant part of the local culture and spiritual relationship with the land.

Tuktu started in Dec 2021 in Vancouver. Tuktu is the story of each one of us living far away from our aging parents. As much as we wish, we can’t always be there! But all we want is for our loved ones to be safe, happy, and healthy.

Tuktu started with a single promise of bringing people closer. We believe that better technological solutions like Tuktu can create a robust aging-in-place infrastructure, reduce social isolation, and ensure peace of mind for family caregivers.

Tuktu specializes in a variety of services tailored to meet the needs of seniors and family caregivers. Our offerings include:

1. Companionship

Foster meaningful relationships and ensure peace of mind with meaningful companionship, engaging activities, reliable check-ins, and convenient personal shopping tailored to you or your loved ones' needs. Learn more about Companionship services

2. Mobility assistance

Discover the freedom of tailored outings with Tuktu's mobility assistants. Whether it's exploring local attractions, attending events, or punctual rides to doctor's appointments, we adapt to your interests and mobility needs. Enjoy the journey and adventure with a companion who shares your enthusiasm for discovery. Explore services under mobility assistance.

3. Help at home

Discover the ease of home management with our caring companions. From crafting nutritious meals to maintaining a clean-living space, we bring harmony and order to your daily life. Services include - housekeeping, meal preparation, pet care, tech help, gardening and more. Explore help at home.

Personal Shoppers: Tuktu connects seniors with personal shoppers who can handle grocery shopping and other errands. Find out about Personal Shopping.

Housekeepers: For maintaining a clean and organized home, Tuktu's housekeeping services are available. Discover Light Housekeeping Services.

Snow Removal, Gardening Buddies: Tuktu offers services to manage outdoor tasks like snow removal and gardening, making outdoor spaces safe and enjoyable. Check out Gardening Buddies.

Tech Helpers: To keep seniors connected and tech-savvy, Tuktu provides helpers to assist with technology-related needs. Get Technology Help.

Kitchen Assistants: Tuktu's kitchen assistants can help with meal preparation, ensuring seniors have access to nutritious home-cooked meals. Learn about Kitchen Assistant Services.

Pet Lovers: For seniors with pets, Tuktu connects them with pet lovers who can assist with pet care. Explore Pet Company Services.

4. Specialized Help

Experience peace of mind with our comprehensive suite of specialized services, meticulously co-developed with expert partners and PSWs. From deep cleaning and advanced sanitation to dedicated dementia care, post-discharge recovery support, overnight companion care, and rejuvenating beauty and spa treatments, we're committed to providing expert, empathetic care for you and your loved ones. These services are currently being served in Ontario and will soon be available across Canada.

At Tuktu, your safety is paramount. We implement several measures to ensure the highest safety standards:

  • Rigorous Vetting: All Tuktu caregivers undergo thorough background checks and vetting processes.
  • Regular Training: Caregivers receive ongoing training, including safety protocols and emergency response.
  • Health Guidelines Compliance: Adherence to the latest health and safety guidelines, especially in light of COVID-19.
  • Feedback and Monitoring: Continuous monitoring and client feedback to maintain service quality and safety.

We understand the importance of safety and reliability, which is why they go the extra mile to conduct thorough background checks on all caregivers. A Tuktu is a safe, local, neighbor of yours from a variety of backgrounds many are early retirees who have previously worked with seniors and other vulnerable groups, many parents looking for flexible work, and people working for themselves who want to connect more with the people around them.

Provider FAQs

While prior experience with seniors or care recipients is a plus, we primarily look for empathy, warmth, and strong communication skills. These qualities are key to providing friendly, nurturing care.

  • Empathy and Warmth: We value individuals who demonstrate a caring and compassionate attitude towards others. Your ability to provide a friendly and nurturing environment for our clients is crucial.
  • Good Communication: Strong communication skills are essential for effective interaction with our clients. Clear and empathetic communication will help ensure that their needs are met.
  • Experience working with Seniors or Care Recipients (a plus): If you have previous experience in working with seniors or other care recipients, it will be considered an advantage. Your familiarity with their unique needs and challenges will be highly valued.

Each Tuktu helper is like a family member on-demand – empathetic, patient, proficient, active listener, and they love what they do!

Here are the steps to complete the application process to become a Tuktu helper:

  1. Complete the application form
  2. Complete background verification
  3. Interview & reference check
  4. Onboarding & profile creation via the Tuktu Provider app

Once you have completed your application, we will prompt you to complete the next steps in the process. The entire process typically takes around 2 weeks.

Your application will be processed based on the demand from the location you are serving; your application will otherwise be placed on a waitlist.

As part of our commitment to ensuring the safety, well-being, and respect for the elderly population we serve, we require all applicants to undergo a background check before being added to our platform. This step is crucial to uphold a secure environment for everyone involved.

If you have done a criminal background check with the RCMP within the last 3 months, you can use it for your application. Please send it to this email address: nadeeka@tuktu.ca.

If you haven't done a background check recently, we will send you an exclusive link to complete it through Certn, Canada's trusted online security platform. They offer a discounted service for our applicants, and the cost of a criminal background check is currently $24.03. Please ensure you have a credit card and a physical ID ready before starting the application process. Your SIN is not required during this step.

Alternatively, you can obtain a background check from your nearest police station or RCMP office.

RCMP or Certn will confirm information such as your nationality, address history, as well as your criminal history. Your credit history and score are NOT included in the background review. Before you get started, have the following information ready: 

  • Current full legal name
  • Two government-issued IDs
Note: The information you provide for a background check will remain strictly confidential.

 

Based on the services you are offering, we may request that you provide further checks and certifications.

Tuktu provides you an empathy-led onboarding training that emphasizes on aspects of working with seniors and other vulnerable groups. The training also equips the Tuktus with all service-related information and expectations.

Tuktu has partnered with Nevvon, a leading healthcare education provider, offering an accessible e-training platform tailored for caregivers. This flexible learning environment allows you to study at your convenience, covering vital topics such as aging's physiological and cognitive aspects, dementia care, effective communication with aging adults, and strategies to combat social isolation. The curriculum also delves into the advantages of caring, community engagement, and the value of intergenerational relationships, equipping you with comprehensive knowledge to enhance your caregiving skills

A minimum of 10 hours weekly is needed, but you're in full control. Set your schedule on the Tuktu Provider App, and we'll match you with suitable requests.

Absolutely! Diversify your offerings to enrich the lives of seniors and others in need. Explore the range of services you can provide.

Choose your preferred neighborhoods in our app. We suggest focusing on 2-3 nearby areas to maximize your opportunities.

Bookings come through the Tuktu Provider app, email, and text message at least 1 day in advance of the date of service. We provide all necessary details for each service, e.g., shopping lists for personal shopping, digital devices for technology help, activities for companionship, etc. Tuktu is there at every step with you to help you create impactful experiences, while maintaining privacy for both you and the client.

Tuktu offers competitive rates for the services you offer, based on the experience and expertise you bring to the platform. Your earnings will be directly deposited to your bank account on a biweekly basis.

You can freely change your profile and schedule on the Tuktu Provider app.

1. Create a compelling introduction and upload a friendly profile picture. You can also add a short (30-35 secs) introduction video. Some tips for recording: 

  • Find a well-lit, quiet spot
  • Record horizontally for better framing
  • Speak slowly and clearly and check audio quality

2. Keep your schedule up to date.

3. Provide exceptional service experiences. Remember, the best advertising is getting a good review!

Once booked, you can communicate with clients via chat and/or call through the Tuktu Provider App. Tuktu is committed to establishing a safe environment that protects the privacy of service providers and customers alike.

A customer should not pay you directly. Please inform the customer that they will receive an invoice once you have completed the service, and they can pay online using their credit card, an e-Transfer or send us a cheque by post.

As a rule, do not accept any tips or gifts in cash or kind. This is against the Tuktu policy and will adversely affect your participation in the Tuktu community.

In case of an emergency, please dial 911 for help and inform us thereafter.

You can contact us on 888-444-5945 if you have any further questions. We are here to help.

More questions?

Ask any other questions you might have through our contact form.

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