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.

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

As part of our commitment to ensuring the safety, well-being, and respect for the populations 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 or local police within the last 3 months, you can use it for your application.

If you do not have a recent criminal background check (within the last three months), please obtain one by visiting your nearest police station or RCMP office.

If you haven't done a background check recently, we will send you an exclusive link to complete it through a trusted online security platform.

The checking authority will confirm information such as your nationality, address history, and any 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.

As a Tuktu provider, you operate as an independent contractor, not an employee. You may set your availability as full-time or part-time, based on your preference; however, because Tuktu is an on-demand platform, the amount of work you receive depends on customer demand and cannot be guaranteed.

We welcome anyone with a passion for caring for others to apply. As a service provider, you’ll need a combination of practical skills, interpersonal strengths, and professional reliability. Tuktu services are people-focused, so both technical ability and personal qualities matter.

Prior experience is a plus but not essential. We do require certification as a health care professional to offer specialized services listed here: https://tuktu.ca/specialized-service

Above all, professionalism, trustworthiness, and respect for client dignity and privacy are key qualities of a successful Tuktu provider.

While prior experience as a caregiver 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.
  • Good Communication: Clear and empathetic communication will help ensure effective interaction with our clients.
  • Experience working with seniors or other Care Recipients (a plus): This will be considered an advantage as your familiarity with their unique needs and challenges will be highly valued.

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

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.

Tuktu prioritizes provider safety through careful client screening, clear service details provided in advance, and transparent communication through the platform.

In addition, our Support Team is available during services should any concerns arise, and providers are encouraged to report any issues immediately. We are committed to maintaining a respectful, professional environment and will take appropriate action if safety standards are not met.

Based on the demand for services, we recommend that you provide at least 10 hours of availability per week (Mon-Fri between 6am & 6pm) to get service opportunities, but you are in full conform of your schedule.

Set your preferred availability on the app, and our smart-matching algorithm will match you to suitable requests.

Absolutely! Diversify your service offerings to get more service opportunities. Explore the range of services you can provide here: https://tuktu.ca/services

Tuktu matches service providers with clients using a smart-matching algorithm. Providers set their preferences for services offered, availability and service areas on the Tuktu Provider App and these are matched with the client's requirements. Click here to view how it works (link https://www.youtube.com/watch?v=gErL5k1QVBQ )

You can offer a variety of services as a freelance Tuktu Service provider, based on your skills and experience.

Learn more about what services you can offer here: https://tuktu.ca/services

Tuktu provides empathy-led onboarding and training on how to use the Tuktu Provider App. While most services are delivered independently on a one-to-one basis, our Support Team is available by phone and email to assist you whenever needed. We also offer recommendations on relevant training and certifications that can help you enhance your skills and expand your service offerings.

Compensation is based on a fixed hourly rate for each service type. Providers are paid according to the set hourly rate for the time worked on completed services.

Tuktu operates on a flexible, on-demand model. As an independent contractor, there is no guarantee of a minimum number of bookings, hours, or income. The services you receive depend on client demand in your area and the types of support you offer, which may vary from week to week. Tuktu facilitates connections and bookings but does not assign shifts or guarantee a set volume of work.

Tuktu provides you an empathy-led onboarding training that emphasizes on aspects of working with seniors and other vulnerable groups. The training also equips Service Providers with all service-related information and expectations. We do not provide any service-specific training or certification.

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.

More questions?

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