Terms of Service

Service Hours

Our care coordination team is available Monday – Friday from 9:00 AM to 5:00 PM for scheduling, billing, and general support. We maintain on-call coverage for current clients during evenings and weekends to respond to urgent needs or time-sensitive schedule changes. Caregivers can be scheduled outside of business hours based on the needs outlined in each Service Agreement.

Schedule Changes

Please provide at least 24 hours notice when adjusting or cancelling visits. We accommodate urgent requests whenever feasible and communicate promptly if staffing limitations arise.

Cancellation Policy

Visits cancelled with less than 24 hours notice may be billed according to the Service Agreement. Hospitalizations or medical emergencies are exempt from cancellation fees.

Service Rates

Rates are outlined in your Service Agreement and may vary based on:

• Type, complexity, and duration of services
• Time of day or day of week services are delivered
• Holiday, urgent, or short-notice scheduling needs
• Minimum hour requirements or specialized support needs

Payment Methods

Accepted forms of payment include:

• Automatic bank transfer (ACH)
• Credit or debit card
• Approved checks
• Authorized third-party payers such as insurers or family members

Billing Schedule & Late Payments

Invoices are typically issued weekly or bi-weekly. Payment is due within 30 days of the invoice date. Late or unpaid balances may result in service suspension and additional fees.

Rate Adjustments

Service rates may be adjusted periodically due to regulatory or operational changes. We provide at least 30 days notice before any rate modifications take effect.

Safe Environment

Clients and families agree to maintain a safe workspace by:

• Keeping walkways well lit and free of hazards
• Securing pets and hazardous materials
• Providing functioning smoke detectors and emergency equipment
• Alerting us to safety concerns or environmental changes

Communication & Updates

Clients agree to:

• Provide accurate information about care needs and preferences
• Notify us promptly of health changes or hospitalizations
• Keep emergency contacts current
• Treat caregivers with respect and professionalism

Medical Care Coordination

Medical treatment decisions, medication administration, and coordination with healthcare providers remain the client’s responsibility. We support care plans but do not replace licensed medical professionals.

Medical Emergencies

During medical emergencies caregivers will:

• Call 911 immediately for life-threatening situations
• Notify designated emergency contacts and Guardian Community Care management
• Provide basic first aid within training limitations
• Accompany clients to medical facilities when appropriate

Non-medical Emergencies

For weather events, power outages, or other non-medical incidents, caregivers follow our emergency protocols and remain in contact with management and emergency contacts to support client safety.

Information Protection

We safeguard personal and health information in accordance with our Privacy Policy and applicable privacy laws. Access is limited to personnel directly involved in service delivery and oversight.

Caregiver Confidentiality

Caregivers must maintain strict confidentiality regarding client information, household matters, and care plans. Breaches of confidentiality are grounds for immediate termination and may trigger legal action.

Learn More

For detailed information on how we collect, use, and protect personal data, review our Privacy Policy. You can reach our Privacy Officer at privacy@guardiancommunitycare.com.

Company Coverage

Guardian Community Care maintains:

• General liability insurance
• Professional liability coverage
• Workers’ compensation insurance
• Employee bonding

Limitation of Liability

We are not liable for:

• Medical conditions or health changes unrelated to our services
• Accidents outside the agreed scope of care
• Property damage not caused by caregiver negligence
• Losses stemming from client non-compliance with care recommendations
• Events beyond our control such as natural disasters or utility outages

Client Insurance

We encourage clients to maintain homeowner or renter policies and explore long-term care or other benefits that may offset service costs.

Ending Services

Clients may end services at any time with at least 24 hours written notice. Final payment for services rendered is due within 30 days of termination.

Company-Initiated Termination

We may terminate services with 72 hours notice for:

• Non-payment or repeated late payment
• Unsafe or unsanitary environments for caregivers
• Requests for services outside our scope of practice
• Failure to adhere to the Service Agreement

Services may be discontinued immediately if caregivers face threats, violence, illegal activity, or requests for unlawful or unethical tasks.

Complaints & Resolution

We encourage open communication about concerns. Share feedback with your care coordinator or Guardian Community Care management so we can respond within 48 hours. We aim to resolve issues within seven business days and escalate urgent safety concerns immediately.

If additional assistance is needed, clients may contact the Ohio Department of Health, local ombudsman programs, the Better Business Bureau, or legal counsel.

Compliance Commitments

Guardian Community Care complies with Ohio Department of Health regulations for non-medical home care agencies and maintains all required licenses and certifications.

Background Screening

Every employee completes comprehensive screening, including:

• Criminal history and sex offender registry checks
• Professional reference and employment verification

Policy Updates

We periodically update these Terms to reflect service, regulatory, or operational changes. Material updates are shared at least 30 days before they take effect. Continued use of our services after updates constitutes acceptance of the revised Terms.

Governing Law & Severability

These Terms are governed by Ohio law. If any provision is found unenforceable, the remaining terms remain in full force and effect. Disputes are resolved in the appropriate Ohio courts.