Frequently asked questions.

For most requests in Kigali, a coordinator contacts you the same day and proposes caregivers within 24 to 48 hours. Hospital and urgent requests are prioritised. Care outside Kigali depends on caregiver availability in your district.

Yes. We shortlist caregivers who fit the care needs, location, language and schedule, and share their experience and reviews with you. You approve the caregiver you are comfortable with before anything is confirmed.

Tell your coordinator or request a replacement from your account. We arrange another caregiver, and the current caregiver continues until the replacement is confirmed so there is no gap in care.

Yes, in districts where we have verified caregivers, including Musanze and Huye. Tell us where care is needed and your coordinator will confirm availability. A small travel adjustment can apply outside Kigali.

Caregivers check in and out of every shift. You receive a WhatsApp message when they arrive and when the shift ends, and you can read daily care notes in your account. If a caregiver has not checked in, your coordinator is alerted straight away.

Every caregiver’s national ID, training certificates and references are checked, and they complete an interview with a coordinator. We also request a criminal record certificate and track document expiry dates so verification stays current.

No. CARELIA caregivers provide non-medical care: personal care, mobility, meals, supervision, companionship and medication reminders. When someone needs injections, wound care or other clinical treatment, your coordinator helps you connect with a licensed provider.

Caregivers report incidents immediately through the CARELIA app. A coordinator assesses the situation, contacts the family and escalates to emergency or clinical services when needed. Every incident is recorded and followed up.

Care information is only visible to the people who need it: your coordinator, your assigned caregiver and you. Caregiver documents are never shared publicly. Access to records is logged, and you can ask us to correct or delete your information.

Rates depend on the type of care and the schedule, starting from RWF 1,200 per hour for companionship. Night, weekend and public holiday shifts carry a surcharge, and long-term care receives a discount. You see an estimate while requesting care and a written quote before care starts.

You can pay with MTN MoMo, Airtel Money or card, or by bank transfer. A deposit covering the first week confirms your booking. After that you receive clear invoices for completed shifts on WhatsApp and in your account.

Adults with caregiving experience or training, such as a certificate in home-based care, nursing assistance or a related field. We welcome applications from across Rwanda.

Your national ID, training certificates, two references and a criminal record certificate. You can upload them from your phone after applying.

Every completed shift is recorded automatically. Earnings are paid to your mobile money account, and you can see each shift, the amount and payment status in your caregiver portal.