Terms and Conditions for Ntongocare
Last Updated: 1st June 2026
These Terms & Conditions (“Terms”) govern your use of the website located at ntongocare.ca (the “Website”) and your engagement of non-medical home care services (“Services”) provided by NtongoCARE Canada Inc. (“NtongoCARE,” “we,” “us,” or “our”), a federally registered company operating in Ontario, Canada.
By accessing or using the Website, or by booking a consultation or Services through NtongoCARE, you (“you,” “client,” or “family”) agree to be bound by these Terms. If you do not agree to these Terms, please do not use the Website or book Services with us.
These Terms should be read together with our Privacy Policy and Client Rights & Responsibilities Policy, both available at ntongocare.ca/our-policies
1. Nature of Our Services — Non-Medical Care Only
NtongoCARE provides non-medical, non-clinical home support services. This is the most important section of these Terms and applies to every service we offer.
- NtongoCARE does not provide medical care, nursing care, or clinical services of any kind. We do not diagnose, prescribe, administer medication (beyond friendly reminders), perform clinical assessments, or provide treatment of any kind.
- Our caregivers and Personal Support Workers (PSWs) support daily living activities, companionship, supervision, mobility assistance, personal care (such as bathing, dressing, and toileting support), meal preparation, light housekeeping, medication reminders, and respite for family caregivers.
- NtongoCARE does not replace physicians, nurses, nurse practitioners, or other regulated health professionals. Where a client’s needs include clinical or medical care, we encourage families to coordinate with a regulated healthcare provider or with Ontario Health atHome (formerly Home and Community Care Support Services) alongside our non-medical support.
- Care planning guidance provided during consultations is informational only and does not constitute medical, legal, or financial advice
2. Booking, Cancellation & Rescheduling
2.1 Booking
- Services are booked following a complimentary care consultation, during which NtongoCARE will assess the client’s needs, risks, schedule, and the type of support requested.
- A care plan and schedule will be confirmed in writing (by email or through a signed service agreement) before Services begin.
2.2 Cancellation & Rescheduling by the Client
- Clients must provide at least 24 hours’ notice to cancel or reschedule a scheduled visit.
- Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of 50% of the scheduled visit cost, to help cover caregiver scheduling commitments.
- Emergency waiver: the late-cancellation fee is waived in full for genuine emergencies, including but not limited to sudden hospitalization, a medical crisis, or the death of the client. We simply ask that you let us know as soon as you are able.
- Recurring or ongoing care schedules may be adjusted with 7 days’ written notice to NtongoCARE.
2.3 Cancellation or Changes by NtongoCARE
- NtongoCARE will make reasonable efforts to provide consistent caregiver assignment and to notify clients as far in advance as possible of any caregiver change, schedule change, or service interruption.
- In the event NtongoCARE is unable to provide a scheduled visit (e.g., due to caregiver illness or an emergency), we will attempt to arrange a qualified replacement caregiver or promptly reschedule the visit in consultation with the client, at no additional cost.
3. Payment Terms
- Services are private-pay and billed at the rates communicated to the client during the consultation and confirmed in the client’s care plan or service agreement. Published rates on the Website are starting rates only; actual pricing depends on assessed needs, schedule, and level of care required.
- Invoices are issued weekly, and payment is due within 5 business days of the invoice date.
- Accepted payment methods include e-transfer, pre-authorized debit, and major credit cards. Pre-authorized debit is encouraged for ongoing care schedules to reduce administrative back-and-forth for busy families.
- Accounts more than 10 business days overdue may be subject to a late payment charge of 2% per month (24% per annum) on the outstanding balance, and Services may be suspended until the account is brought current. We will always contact the family directly before any suspension of care.
- Where a client’s care is partially funded through insurance, a benefits plan, or a government program, the client remains responsible for any portion not covered by that funding source, unless otherwise agreed in writing.
4. Liability & Limitation of Liability
- NtongoCARE caregivers are screened, including a criminal record check, prior to placement with clients, and are trained to provide non-medical support services with care and professionalism.
- NtongoCARE maintains commercial general liability insurance with coverage of $5,000,000 per occurrence, providing meaningful protection for clients and their families in the unlikely event of an incident during the delivery of Services.
- To the fullest extent permitted by law, NtongoCARE’s liability for any claim arising from the Services is limited to direct damages and shall not extend to indirect, incidental, special, or consequential damages.
- Nothing in these Terms is intended to limit NtongoCARE’s liability for gross negligence, willful misconduct, or any liability that cannot be excluded or limited under applicable Ontario law
- Clients are responsible for disclosing all relevant health, safety, mobility, and risk information (such as falls history, wandering risk, or home environment hazards) accurately and promptly. NtongoCARE’s ability to deliver safe care depends on the accuracy and timeliness of this information
- In the event of an injury, accident, or safety incident during the delivery of Services, NtongoCARE will follow its internal incident reporting and response procedures and notify the client or their designated contact within 24 hours.
5. Relationship to Signed Service Agreements
- These Terms govern use of the Website and the general relationship between NtongoCARE and prospective or current clients.
- Where a client begins receiving ongoing Services, NtongoCARE and the client (or the client’s substitute decision-maker, where applicable) will also enter into a separate, signed Service Agreement and Care Plan, which sets out the specific scope of services, schedule, pricing, and any client-specific terms.
- In the event of any conflict between these Terms and a signed Service Agreement, the terms of the signed Service Agreement will govern with respect to the specific Services described in that agreement. These Terms continue to govern all other use of the Website and matters not addressed in the signed Service Agreement.
- Nothing in these Terms is intended to limit NtongoCARE’s liability for gross negligence, willful misconduct, or any liability that cannot be excluded or limited under applicable Ontario law
- Clients are responsible for disclosing all relevant health, safety, mobility, and risk information (such as falls history, wandering risk, or home environment hazards) accurately and promptly. NtongoCARE’s ability to deliver safe care depends on the accuracy and timeliness of this information
- In the event of an injury, accident, or safety incident during the delivery of Services, NtongoCARE will follow its internal incident reporting and response procedures and notify the client or their designated contact within 24 hours.
6. Client Rights & Responsibilities
Client rights and responsibilities — including the right to be treated with dignity and respect, the right to participate in care decisions, the right to raise concerns without fear of reduced service, and client responsibilities such as providing accurate information and a safe working environment for caregivers — are set out in full in our Client Rights & Responsibilities Policy, which forms part of these Terms by reference.
7. Privacy & Confidentiality
Our collection, use, and protection of personal and health information is governed by our Privacy Policy, available at ntongocare.ca/our-policies/privacy-policy/, which forms part of these Terms by reference. NtongoCARE handles personal health information in accordance with Ontario’s Personal Health Information Protection Act (PHIPA) and applicable federal privacy law (PIPEDA).
8. Termination of Services
- Clients may discontinue Services at any time by providing 14 days’ written notice to NtongoCARE.
- NtongoCARE may discontinue Services to a client where, in our reasonable judgment, continuing to provide care would pose a safety risk to our caregivers or staff, where the client’s needs exceed the scope of non-medical care we are able to safely provide, or where a client account remains significantly overdue after reasonable notice. Except in cases of immediate safety risk, we will provide at least 14 days’ notice and will assist in identifying alternative care options wherever possible.
9. Website Use Terms
Ntongocare does not provide emergency medical services.
In the event of a medical emergency, caregivers may contact emergency services, family members, substitute decision-makers, healthcare providers, or other appropriate authorities as necessary to protect the health and safety of the client.
Clients and families should call 911 immediately for emergencies requiring urgent medical attention.
9. Website Use Terms
9.1 General Use
- The Website and its content (including text, graphics, logos, and images) are provided for general informational purposes about NtongoCARE’s services and are owned by or licensed to NtongoCARE.
- You may not copy, reproduce, distribute, or create derivative works from any content on the Website without our prior written consent.
9.2 No Warranty on Website Content
- Website content, including pricing information, service descriptions, and statistics referenced on service pages, is provided “as is” and for general informational purposes only. While we make reasonable efforts to keep this information accurate and current, it may not always reflect the most up-to-date pricing, availability, or program details, and should not be relied upon as a substitute for a direct consultation with NtongoCARE.
- To the fullest extent permitted by law, NtongoCARE disclaims all warranties, express or implied, regarding the Website and its content, including any implied warranties of merchantability or fitness for a particular purpose.
9.3 Third-Party Links
- The Website may contain links to third-party websites (such as Ontario Health atHome or other resources). NtongoCARE is not responsible for the content, accuracy, or privacy practices of third-party websites.
10. Dispute Resolution & Governing Law
- These Terms, and any dispute arising from your use of the Website or your engagement of Services, are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.
- NtongoCARE encourages clients to raise concerns or complaints directly with us first, in accordance with the complaints process set out in our Client Rights & Responsibilities Policy, so that we can attempt to resolve the matter promptly and informally.
- Any dispute that cannot be resolved informally within 30 days shall first be submitted to mediation in Ontario before either party commences formal legal proceedings, except where a party seeks urgent injunctive relief.
- Subject to the above, the courts of the Province of Ontario shall have exclusive jurisdiction over any dispute arising from these Terms.
11. Changes to These Terms
NtongoCARE may update these Terms from time to time. Material changes will be posted on this page with a revised “Last Updated” date. Continued use of the Website or continued receipt of Services after changes are posted constitutes acceptance of the revised Terms. For changes that materially affect active clients (such as pricing or cancellation policy), we will provide at least 14 days’ direct notice by email before the change takes effect.
12. Contact Us
If you have questions regarding these Terms and Conditions, please contact:
NtongoCARE Canada Inc.
1-637 Fifth Avenue South, Kenora, ON P9N 2A9
+1 (647) 969-2982
Email: info@ntongocare.ca
Website: www.ntongocare.ca
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