Last updated: 1 September 2026
1. Our service
CARELIA coordinates non-medical caregiving: we assess care needs, match families with verified caregivers, schedule care, monitor attendance and manage invoicing. CARELIA caregivers do not provide clinical or medical treatment.
2. Scope of care
Caregivers may help with personal care, mobility, meals, supervision, companionship, hospital logistics and medication reminders following an existing prescription. They may not give injections, dress wounds, manage IV lines, change medication or make clinical decisions. Where such needs exist, families are responsible for arranging a licensed provider, and we will help point you in the right direction.
3. Requests and confirmation
A request is not a booking. Care is confirmed once you approve a caregiver, the caregiver accepts, and any required deposit is paid, unless your coordinator agrees otherwise in writing.
4. Prices and payment
- Rates are per hour and vary by service, schedule and care complexity. Estimates are indicative; your coordinator confirms the quote.
- A deposit covering the first days of care may be required. It is credited against later invoices.
- Invoices are due within three days unless agreed otherwise. Accepted methods include MTN MoMo, Airtel Money, card and bank transfer.
5. Changes and cancellations
Let your coordinator know as early as possible if plans change. Shifts cancelled with less than 12 hours’ notice may be charged. You may request a replacement caregiver at any time.
6. Safety and incidents
In an emergency, call 912 first. Caregivers report incidents to CARELIA, and your coordinator will contact you. Families agree to share information relevant to safe care and to provide a safe environment for caregivers.
7. Conduct
We expect respectful behaviour from families and caregivers. Harassment, discrimination or arranging paid work directly with a caregiver introduced by CARELIA outside the platform may lead to the service being ended.
8. Liability
CARELIA takes reasonable care in verifying and supporting caregivers. To the extent permitted by law, we are not liable for losses arising from information a family did not disclose, from clinical needs outside the agreed scope, or from events beyond our reasonable control.
9. Governing law
These terms are governed by the laws of the Republic of Rwanda.
10. Contact
Questions about these terms: care@carelia.rw, +250 788 000 000.