FAQ

Where are Imagine That Family Care services available?
Imagine That provides quality care in homes, hotels and executive housing in Toronto and the Greater Toronto Area.

What is Imagine That and what can I expect?
Imagine That provides quality care to individuals of all ages and abilities – infants, young children, school-aged children, adolescents, adults, and elderly.  Once you’ve filled out our online care request form we will contact you within 24 hours to confirm. Once care is confirmed, we provide you with a biography of the care provider that is we think is the best match, based on the needs of the care recipient, family and our care provider’s skills and qualifications. Our care providers understand the ages and stages of people and come with age appropriate games and activities.

What are the rates?
$32 to $34 per hour. We will gladly discuss your particular needs during the initial booking. Short-notice rates apply when booking care within six hours or less.

What is the minimum or maximum amount of hours I can book care for?
There is a minimum of three hours for all care services bookings. There is not a maximum; care can be provided 24 hours a day, 7 days a week.

Can my child be picked up from school? Can my parent be taken to a medical appointment? Is there an extra fee?
Yes, we have care providers who are licensed and insured. They can transport the ren in either their car or yours. Transportation needs will need to be arranged in advance. Our rate for mileage is .50 per kilometer. All car seats and booster seats MUST be provided by the parents. Children under a certain age and weight will not be transported without the necessary seat.

This is our first time in Toronto, can a care provider take them on excursion?
With your permission our care providers will happily plan an exciting excursion for either a full day or half a day. This will have to be mentioned during initial contact so the care provider has sufficient time to plan. All costs such as transportation, food and admission must be provided in advance. Individuals can be assured their loved ones are safe and supervised at all times.

We feel so confident and comfortable with the  care provider that we’d like to stay out later, is this okay?
Our  care providers understand that you’d like to stay out. As a courtesy we ask that you phone and speak with the  care provider. You will be billed according to your return time. We bill on the half hour, so if you return fifteen minutes later you will be charged for the full half hour.

Are Imagine That’s  care providers bilingual?
All language requests are on a case-by-case basis and we try our best to accommodate you.

Is Imagine That insured?
Yes, we are one of the few service providers of our kind that have liability insurance. The certificate is available upon request.

My family is having a reunion and there will be lots of infants and toddlers, how many care providers will I need?
Imagine That adheres to the Day Nurseries Act in Ontario, and follows their ratios. These ratios would be discussed during the initial contact to ensure that care providers have the support needed to attend to all children. We partner with Improv Care Services for Children, who offer on-site group care.

How far in advance should I book?
Ideally as much notice as possible helps us ensure a  care provider will be available for you. However, we appreciate that this is not always possible and do take last minute bookings. The short-notice booking rate will be applied.

What if I need to cancel the booking?
We accept cancellations up to 24 hours prior to care. If the booking is cancelled within the 24 hours prior to  care you will be charged the three hour minimum without exception. Although we understand that situations arise, our cancellation policy is strict out of respect to our staff and their scheduling.

How do I pay Imagine That?
During initial contact we will ask you to provide us with either a Visa or MasterCard number as these are the only forms of payment we accept. Once we have received your card number  care is considered confirmed. We will process the charge the business day following  care services and e-mail you a detailed receipt. Our  care providers do not accept any form of payment for safety purposes.

Can I arrange for the receipt to be made out to my company address?
Definitely! Just provide us with the necessary billing information you’d like on the receipt and we’d be happy to accommodate you.

Should I tip the care provider or pay for their cab ride home?
No thank you. Imagine That  care providers do not accept any gratuities or gifts. If the  care provider stays from midnight on, a late transportation fee of $20.00 will be added to your invoice. This is to insure our  care provider’s safety.