Frequently asked questions

It means we have confirmed a government photo ID, and — for nurses, doctors and physiotherapists — registration with their regulatory college. A person checked both.

It does not mean a criminal-record check. We do not currently run one. It does not mean we have contacted references, and it is not a judgement about whether someone is right for your family.

After the visit is complete and the professional has filed their report — not when you send a request, and not when they accept it.

You see the whole figure before you send a request: the professional's rate, the Pillow Care fee and tax at your provincial rate. Nothing is added afterwards.

Cancellation terms are set out on the pricing page. They apply the same way to every booking — there is no separate arrangement.

The care recipient, the professionals working on the bookings they are attached to, and any family member the care recipient has explicitly authorised — at the level they were given.

Family access is not automatic and not implied by a relationship. Somebody has to grant it, and it can be withdrawn.

The dividing line is clinical work. Washing, dressing, meals, moving about the home and company are a support worker's work. Medication, wounds, injections and clinical observations are a nurse's. Diagnosis and prescriptions are a doctor's.

The boundary is regulated, not a preference, and asking a professional to work outside it puts them at risk as well as the person they are caring for.

Yes. You can message anyone on the platform and arrange a video interview before booking anything. Neither costs money and neither commits you.

Interviews are not recorded. We keep only that one happened and when.