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FAQ

How It Works?

Our platform is designed to connect older adults with a variety of professional services, making it convenient for both them and their loved ones. Here’s how you can get started:

A) Create an Account: Spend just a few minutes to create an account on either the app or website and specify if the services are for you or a loved one. We encourage family members to either book on behalf of their loved ones or assist them in creating an account, if necessary.

B) Set up Profiles: If you have more than one older adult needing support, you can create multiple profiles under a single account. This feature is especially useful for loved ones living afar, as they can book services from a distance.

C) Book a Service: Choose a date, time, and category of your choice, and select from a list of available qualified service providers.

D) Give a Heads Up: If the service isn’t for you, give them a heads up about the upcoming service. PomPom also will send out a reminder closer to the time.

Our goal is to provide an easy-to-use platform that makes accessing professional services for older adults as seamless as possible. Whether you’re booking for yourself or a loved one, near or far, we’re here to help.

PomPom Services

You can customize the support required for your individual needs or care plan. Below are some examples of what may be helpful to you or your loved ones.

Household Tasks: Deep cleaning, laundry, general organization, or specific tasks (ex: silver polish), Seasonal decorations set up and removal.

Companionship: Provide socialization and emotional support, engage in brain activities (games, puzzles), visit with a therapy dog, assist with gentle movements, meal preparation, grocery delivery, and basic cleaning.

Tech Support: A service provider could assist older adults with a range of essential technology aspects: from basic cybersecurity, navigating computers and mobile devices, to understanding internet, streaming services, and online transactions. The service also includes education on social media use, health technology applications, and managing home security systems and automated locks, ensuring a comprehensive approach to both digital and physical safety for older adults.

Medical Appointment & Surgery Advocate: Attending medical or veterinary appointments, navigating the healthcare system, explaining medical terms, advocating for adequate care, providing mobility and comfort, ensuring medication and supplies are received, and picking up safety aids or hospital equipment.

Transportation & Outing Assist: Accompany seniors to appointments, shopping, leisure activities, or adventures.

Ensuring Safety & Satisfaction

Safety with PomPom is of utmost importance. Therefore, we have a rigorous screening process for our service providers which includes:

  1. ID Verification: We verify the identity of the service provider to ensure they are who they say they are.
  2. Criminal and Vulnerable Sector Check: This is a thorough background check to ensure the service provider does not have a criminal record and is safe to work with vulnerable populations.
  3. Interview, Resume, and References: A comprehensive interview process is conducted, and the service provider’s resume and references are checked to ensure they have the necessary qualifications and experience.
  4. Training: Service providers are offered a training program with PomPom to ensure they understand and meet our standards of service and safety protocols.
  5. Certification Verification: We verify all necessary certifications such as CPR and First Aid to ensure the service provider has the necessary skills to provide the services required.
  6. Driving Record and Vehicle Verification: If the service provider will be driving, we ensure they have an active automobile insurance, a clean driving record, and a current car registration.

By completing this thorough screening process, we can ensure that our service providers are qualified, experienced, and safe to provide services to our clients.

Operational Locations & Hours

You can book from any location. However, we will be starting to offer services in the City of Calgary and incrementally expand service areas across North America. Service Providers will be able to provide care from 6am-10pm.

Fees

Booking Fees: We believe in building trust and having upfront transparency around fees. There will be a booking fee for each transaction. This fee will be a fixed amount that users will pay when they secure a service through the app. The booking fee will contribute directly to the company’s operation and profits.

Service Fees: To ensure a smooth and secure experience for all users, we will impose service fees. These fees will cover expenses related to insurance and the maintenance of the app’s functionality and infrastructure. By implementing service fees, we can maintain the high quality of our platform and guarantee a reliable service to our users.

We will be sure to update the specific percentage prior to launch so you can make an informed decision.

Cancellation

No cancellation fees will be charged if you cancel up to 24 hours before the service start time. Simply click a button under your bookings to cancel. However, if you cancel less than 24 hours before the start time, an automatic fee equivalent to 4 hours of service will be applied.

Advance Bookings

You can book a service one (1) month in advance, and we provide a reminder 24 hours prior to service date.

Custom Service

We take pride in having prompt 24/7 customer service.

Overage Fees

If the service exceeds the agreed-upon time, both parties should mutually agree to extend the hours to complete the task. If there are any additional purchases, such as groceries, you can add the costs to the overall expenses. Please ensure that any overages are mutually agreed upon in advance.

Payment Options

Stripe supports a variety of payment methods to accommodate your needs, including major credit and debit cards (Visa, MasterCard, American Express, JCB, Discover, and Diners Club), mobile payment solutions like Apple Pay and Google Pay, and other localized payment options such as Alipay, SEPA Direct Debit, and many more. Please note that available payment options may vary based on your location and the currency you are transacting in.

Tip

There is an optional tip function on the checkout page should you want to tip.

Customizable Services

We offer an option for users to request service providers for a specific task that may not be listed under our platform’s categories, catering to your unique needs. Please ensure the task is clearly described and mutually agreed upon ahead of time. Service providers should only commit to tasks for which they have the necessary skills and tools to complete successfully and agree to the expected time duration beforehand.

Communication Protocol

We ask that you do not ask for our providers personal contact information-phone number/email/address. This is in the best interest for both you and our service providers safety. All communication should take place within the platform only.

On Demand & Recurring Bookings

Depending on your scheduling needs, you can request a one-time booking or a recurring booking for up to a month in advance.

Profile Set-Up

Setting up a complete profile is quick and essential as it’s the first thing clients see when deciding to book your services. It should include your name, services offered, experience, qualifications, and a photo. Additionally, utilizing reviews and ratings from past clients can make your profile more attractive to potential clients.

Application Requirements

  • Resume
  • Once accepted identification: Canadian passport, driver’s license, or provincial photo card for non drivers
  • Visa verification (if applicable)
  • A clear criminal record
  • Completed interview
  • 2 references
  • Agreed Terms and Conditions
  • Depending on the category selected additional documentation and certification is required.
  • Transportation + Outing Assist
  • Active Automobile Insurance, Driving Record, License & Car Registration
  • CPR & First Aid (or proof of registration for an upcoming class)
  • Medical Appointment + Surgery Advocate
  • Diploma or degree (LPN / Social Work / medical setting experience preferred)
  • Companionship
  • CPR & First Aid (or proof of registration for an upcoming class)
  • Tech Support
  • Degree or certifications in Computer Science/IT. IT experience preferred)

Customizable Services

We offer an option for users to request service providers for a specific task that may not be listed under our platforms’s categories, catering to your unique needs. Please ensure the task is clearly described and mutually agreed upon ahead of time. Only commit to tasks for which you have the necessary skills and tools to complete successfully, and communicate the expected time duration beforehand.

Training

Service providers are offered a training program with PomPom to ensure they understand and meet our standards of service and safety protocols.

Communication Protocol

We ask that you do not provide ANY personal contact information-phone number / email / address. This is in the best interest for both you and our user’s safety. All communication should take place within the platform only.

Payment Process

We do not deduct any percentage from your hourly rate. Payment are typically via the platform. Clients make payments for your services through, and the payment is then transferred to you after deducting any application fees. The platform utilizes the payment processor, Stripe, hence an account with them is necessary.

Hourly Rate

As an independent contractor, you have the freedom to set your own hourly rate; however, we do provide recommended ranges based on the service category.

Benefits of Working with PomPom

We provide the distinct advantage of empowering you to dictate your own rates, and the flexibility to choose clients and schedules that align with your preferences.

Contacting PomPom

If you have any questions or need support, you can contact the PomPom customer service or support team. The contact details will be available on the PomPom website or app.

Cancellation

No cancellation fees will be charged if you cancel up to 24 hours before the service start time. Simply click a button under your bookings to cancel. However, if you cancel less than 24 hours before the start time, an automatic fee equivalent to 4 hours of service will be applied.

Overage Fees

If the service exceeds the agreed-upon time, both parties should mutually agree to extend the hours to complete the task. If there are any additional purchases, such as groceries, you can add the costs to the overall expenses. Please ensure that any overages are mutually agreed upon in advance.

On Demand & Recurring Bookings

Depending on your scheduling needs, you can accept one-time bookings or a recurring booking up to a month in advance.

Offering Multiple Services

You can select up to four categories of services that you think would succeed, enjoy, and have competency in. Also feel free to share any additional skills and talent that may be beneficial for them in your profile.

Medical Emergency

Dial 911 immediately for assistance. Once the older adult is safe, please inform PomPom team.

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