Savvy Policies & Procedures

Client Referrals: Any active Savvy Senior clients that secures a referral of a new client who enrolls in Monthly Membership will receive a $25 Gift Card of their choosing.

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Client Discounts: Active Savvy Senior clients are eligible to receive 10% off our Transition services.

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Confidentiality and Privacy: The Savvy Senior is committed to protecting the privacy and confidentiality of all clients. Personal information, health information, financial information, home access codes, and family matters will be treated as strictly confidential and shared only with individuals authorized by the client or as required by law. Employees and contractors are required to maintain confidentiality during and after their employment or contract with The Savvy Senior.

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Client Decision-Making Policy: We will always respect the wishes of the client whenever they are capable of making their own decisions. Family members or representatives may provide instructions only when authorized by the client or where legal authority has been established.

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Communication Policy: To limit misunderstandings, The Savvy Senior requests that one primary family contact be designated for scheduling, updates, approvals, and billing changes or discrepancies whenever possible.

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Client Home Access: Clients may choose – if they wish - to provide keys, garage codes, or security information for on-site service delivery. The Savvy Senior will take reasonable precautions to safeguard keys and access information while they are in our possession. Keys will be returned promptly upon request or at the conclusion of services. We ask that clients notify us of any alarm systems, pets, or special access instructions prior to first service booking.

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Valuables & Important Documents: Clients are encouraged to personally secure storage for:

• Cash

• Jewellery

• Firearms

• Passports

• Birth certificates

• Legal documents

• Financial records

• Prescription medications

• Family heirlooms and irreplaceable keepsakes

The Savvy Senior is not responsible for the loss or damage to client property.

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Client Shopping & Errands Policy: Clients are responsible for the cost of their purchases made on behalf of The Savvy Senior. A minimum $100 retainer can be set-up for high errand clients in order to streamline the purchasing process, if requested. Should the retainer be unused a full refund will be issued within 7-business days upon request or at the conclusion of services.​

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Health and Safety: The safety of our clients and service team members is our highest priority. Staff may decline delivering support services that present an unreasonable risk of injury or unsafe working conditions and services may be postponed to a future date, including:

• Unsafe lifting

• Hazardous materials

• Aggressive behaviour

• Unsanitary conditions

• Structural hazards​

 

Medication Assistance: As a non medical service provider, we do not provide hands-on medical care or the administration of medications. We may offer medication reminders or assist with organizing client medications only when specifically asked by the client and as permitted by Alberta regulations. Clients remain responsible for taking medications as prescribed.

 

Emergency Policy: If any member of our service team believes a client is experiencing a medical emergency or is in immediate danger, emergency services may be contacted immediately at the expense of the client. The designated emergency contact will be notified of any unusual concerns or circumstances.

 

Heavy/Lifting Policy: The Savvy Senior staff will not lift clients, move exceptionally heavy furniture, appliances, household items or other objects that exceed safety lifting limits and pose possible risk of physical injury or property damage.

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Respectful Workplace Policy: The Savvy Senior is committed to maintaining a respectful environment for clients and employees. Verbal abuse, discrimination, harassment, threats, or unsafe behaviour toward our staff will not be tolerated and may result in the immediate suspension or termination of services.

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​Inclement Weather Policy: Safety comes first; therefore, services may be delayed or rescheduled due to severe weather, road closures, or conditions that could place clients or staff at risk.

 

Pet Policy: We do not offer client pet services*.  Clients are responsible to ensure pets are safely secured if they may interfere with services or pose a safety concern.​​

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Photography Policy: Upon contract agreement with The Savvy Senior, it is understood that client’s consent is given for photographs, social media posts, project documentation or other business operations for services or marketing purposes may be taken and used accordingly.​

Days & Hours of Operation

• Weekly Hours: 7:00 AM to 4:00 PM, Monday - Friday

• Evening Weekday: 4:00 PM to 9:00 PM*, Monday - Friday

• Weekends: 9:00 AM to 3:00 PM*, Saturday and Sunday

• Closed: All Canadian Stat Holidays

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Service Radius: Services are performed within a 5 – 15 Kilometers of the clients primary residence where most of the support and services are rendered.

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Fuel Mileage Charges: For client services and deliverables outside the service radius will be charged an additional $2.00 per kilometer as of July 2026 – Gas prices are expected to fluctuate and may change without notice.

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Service Areas: We offer services to all quadrants of the Calgary area (SW, SE, NW, & NE). Depending on demand, certain days of the week may be assigned in the future to specific quadrants to help facilitate client bookings, coordination of services, and travel between client sessions.

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Availability Policy: The Savvy Senior provides flexible non-medical lifestyle support services across weekdays, weekday evenings, and weekends to accommodate client needs, frequent changes, and busy family schedules. Services are delivered within a structured framework established in advance with each client. All services are booked online through our website at a minimum of 72-hours prior to the scheduled booking time frame.

 

We do not operate on-demand (24/7) nor do we provide emergency, crisis, or on-call services.

 

Non-Urgent Communication: All phone calls, email correspondence, and inquiries will be responded to within 24–48 hours during regularly scheduled business hours.

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Additional Service Hours: Our fees outlined below are specific for additional hour(s) of service that inadvertently go beyond the booking time frame as prescheduled.

Scenario Example: A delay at a medical appointment resulted in the client returning home an hour later than the scheduled booking time frame (2 hours).  An additional one (1) hour of services may be charged accordingly on the next service billing cycle. Notification of any additional hourly charges due to scheduling limits will be advised.  Individual or situational circumstances may be taken into consideration.

 

Hourly Fees as of June 2026:

• Savvy Monthly Memberships                      $75/per hour

• Savvy Light – Occasional Support              $95/per hour

• Savvy Premium Flex Pass                             $95/per hour

• Savvy Decluttering                                        $95/per hour

• Transition & Move Planning                         $100 - $125/per hour

 

Extended Access Hours:  Our extended access hours are available to Savvy Membership clients only. The Savvy Premium Flex Pass – is available for clients who need lifestyle support services outside regular business operating hours - specifically during evenings and weekends.

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Limited Client Clause: Due to the high level of client involvement, we have a LIMITED Capacity of new clients.  We may at our discretion limit the number of clients we accept to preserve service standards and manage support complexity. Our client capacity depends on overall complexity of lifestyle management and levels of support required. Client Load: 8-12 Clients per month.

Booking Appointments: We are happy to provide, Calendly, online booking system linked on our website.  We ask that all scheduled bookings be completed online. There is no guarantee of availability.​​

Minimum & Maximum Booking Hours: We require a 2 hours minimum per booking, otherwise, clients may book for up to a maximum of 4 hours per booking.​

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Appointment Cancellations: We understand that plans can change and we strive to be as flexible as possible while respecting our time and scheduling commitments.

• Cancel or Reschedule a Booking:
  All scheduled bookings can be managed through our online booking system directly through our website. We ask that cancellations or rescheduling changes be completed online at least 72 hours in-advance of the scheduled booking time.

• Late Cancellations:
  Booking cancellations or rescheduled changes made less than 24 hours will be deemed as services rendered and may be subject to a cancellation fee of $75.00 per booking.

• Same-Day Cancellations or No-Shows:
  Bookings canceled on the same day or missed without notice (“no-shows”) will be deemed as services rendered and may be subject to a cancellation fee of $75.00 per booking.

• No Show Policy: After three (3) No Show bookings, clients may receive a formal letter asking to withdraw their membership. Support services may cease immediately. Membership rates are non-refundable.

• Emergency Situations:
  We understand that emergencies happen. Fees may be waived at our discretion in cases of illness, severe weather, or other unforeseen circumstances that affect support services being completed. We encourage our clients to keep us informed of any delays or changes to the booking.

Savvy Home & Lifestyle Visit: A personalized in-home meeting designed to help understand our clients better, listen to their needs and current situation, identify opportunities on how we can offer support, and to recommend the appropriate level of service. This is a required first step to access our services.

Includes:

• Up to 90-minutes in-home safety and individual lifestyle review

• Discussions of daily routines, challenges clients are facing, and how we can bridge the gap

• Light assessment of home accessibility and organization for ‘easy flow’

• Overview of Savvy Senior Services

• Initial recommendations and what you can expect from us moving forward

• Family input (if needed) to aid in client decision making process

• A written summary by email within 48 hrs after meeting.

• 100% of the cost will be credited toward the first month service package, if booked within 10 business days following date of completion.

• Valid for six (6) months following date of completion.

 

Savvy Monthly Memberships: Our Monthly Savvy Memberships are structured to ensure clients receive predictable monthly support.  We have designed our memberships based on a blended hourly rate averaging between $55-$69 an hour, which is approximately $18.33 - $46.50 per day for ongoing trusted support, reliability, and peace of mind.

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1. Savvy Essentials

Helping you manage the everyday details that make independent living easier.

​2. Savvy Connected

Helping you stay engaged, organized, and connected to the people, services, and activities that matter most.

​3. Savvy Signature

Providing personalized oversight, proactive planning, and concierge-level support for those who want the highest level of partnership.

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Each membership level listed above includes a defined scope of services with time benchmarks that reflect the level of support required to achieve consistent client outcomes during each booking. Savvy Memberships are our primary service offering for regular, ongoing support.

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Memberships are non-refundable. Any unused monthly hours do not roll over.

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30-Day Monthly Memberships: All memberships are calculated based on a 30-day calendar month.  For clients starting mid-month, a pro-rated amount for the first month of services will be calculated based on the remaining number of days left in the month, multiplied by the daily rate.

New Client Scenario: Client enrolled on the 10th of the month for Savvy Essential Monthly Membership for $550/per month - divided by 30 days a month equals to $18.34 per day – multiplied by 20 day remaining in the month – equals to $367 for the first month of support. Clients are eligible to access the full benchmark hours during the remaining weeks left within of the first month.

 

Monthly Membership Enrollment:

• 30-day membership cycles starting on signup date

• Daily rate used for first partial service cycle month

• Full monthly hours granted each cycle

• All Savvy Memberships auto-renew every 30 days (with notice 14-days prior)

 

Client Value of Savvy Memberships:

• Clients receive clearly defined support outcomes rather than unpredictable hourly costs.

• Families gain financial predictability and reduced billing uncertainty

• Pricing is easier to understand, communicate, and justify

• Clients have flexibility to use their monthly hours for their most important needs

• The membership levels increase in client involvement and lifestyle management making it easy to move from one membership level to another, as the client needs change

• Savvy Premium Flex Pass – Exclusive to Monthly Membership clients only

• Additional discounts on other services

 

Not Included in Memberships:

• Medical or personal hygiene care

• Professional Housekeeping

• Heavy cleaning or physical labour

• Financial management, banking, or bill payment

• Unlimited availability

• Same day response

• Emergency or 24/7 availability

 

Savvy Monthly Membership Cancellation: All monthly membership service levels require a minimum of 15 days’ written notice prior to the next monthly service cycle. Services will continue as scheduled during the notice period unless otherwise discussed and agreed upon.

 

Failure to provide adequate notice may result in charges for the following monthly service cycle. For any changes to membership levels, clients are encouraged to call the office to make arrangements.​

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Savvy Light – Occasional Support: We recognize not all seniors or adult children currently caring for their parents or in-laws, may not need a full membership, rather the odd support on occasion. Savvy Light is offered for families who require infrequent or one-off situational support.  This is best suited for caretaker (respite) relief, vacations, or out of town workers.  Clients receive support with basic non-medical tasks such as errands, accompaniment or transportation to/from appointments, companionship, or light household services.

 

This service offering requires a Savvy Home & Lifestyle Visit prior to booking client support services. Clients are limited to three (3) bookings thereafter, further services can be provided through our monthly membership options.

 

Each booking is a stand-alone service, 2-hour minimum, with deliverables based on what can reasonably be achieved.

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Benchmark Hours vs Actual Service Time: Our monthly memberships are based on a blended cost rate in accordance with maximum benchmark hours to support all service offerings within each package at a reasonable rate of delivery. Rather than tracking hours for each client booking, memberships streamline this for operations and client predictability of service levels.​

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Client Purchases & Expenses: All third-party expenses (e.g., groceries, prescriptions, postage, store purchases, delivery fees) are paid by the client and are separate from monthly membership rates.​

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Service Payment Methods: All Savvy Memberships auto renew, however, invoices are processed and sent to the client 14-days prior to the end of the month.

 

Payments are billed and processed through PayPal (credit card) or Bank E-transfer (debit). Flexibility with payment options may be arranged.

 

Invoices are payable within 14 days (auto renew on the 1st of each month) unless otherwise arranged. Overdue accounts may be subject to a late payment charge of 2% per month (24% annually).​

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Savvy Home Refresh: As a key offerings in the Connected +Signature Monthly Memberships, supportive housekeeping services are included. It is understood that The Savvy Senior is not a professional cleaning company service. Housekeeping services are intended to support our clients in maintaining a safe, healthy and comfortable living environment.

Savvy Decluttering Support: This package includes 10 hours for organizing key living spaces, reducing household clutter, and preparing for future transitions. No deposit required.

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Savvy Move Coordination & Planning: This package includes 15 hours of support with planning, coordination, scheduling, vendor communication, and oversight throughout the transition process prior to move day.

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Savvy Complete Move Support: Clients receive 20 hours of complete end-to-end service combining decluttering, vendor communication, planning, scheduling and move coordination including on-site, day-of attendance to manage moving logistics and first-night comfort support.

 

Deposits & Cancellations for Transition Service: Each of our move transition packages will require a 50% deposit at the time of booking.

• If the scheduled move is cancelled prior to one week (7 business days) the full deposit is transferable to another Move Date booking in the future, within the next 60 days.

• If the scheduled move is cancelled within one week (7 business days) prior to the scheduled booking date, the deposit is non-refundable.

• If the scheduled move is cancelled within 72 hours of scheduled booking date the deposit is non-refundable AND 50% of the service package may be charged.

• If the scheduled move is cancelled within 24 hours of the scheduled booking date the deposit is non-refundable AND 100% of the service package may be charged.

• In cases of extenuating circumstances such as hospitalization, medical emergencies, severe weather, or the death of an immediate family member, cancellation fees may be waived at our discretion.

 

Moving DAY Pause Clause: If any delays arise on the scheduled MOVE DAY booking due to possession date discrepancies, changes in move decisions by the client or advising family members, or extenuating circumstances such as client health issues/hospitalization - the client may be subject to the non-refundable deposit, full services package fees will be charged, AND an additional 4-hours for loss time may be charged.

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These service offerings are structured in dedicated working sessions. Time is used flexibly depending on the pace of decision-making and the complexity and size of the home. Some transition sessions move quickly, while others require more conversation and planning support for seamless completion.

 

Third-Party Service Disclaimer: The Savvy Senior may assist clients by coordinating, scheduling, or communicating with third-party moving companies and other service providers for the client's convenience. These companies operate independently and are not employees, agents, or subcontractors of The Savvy Senior. While we make every effort to recommend and hire reputable professionals, The Savvy Senior is not responsible for the actions, omissions, delays, damage, loss, pricing, insurance coverage, or performance of any third-party service provider.

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Any contracts for moving, transportation, storage, junk removal, cleaning, or other third-party services are entered into directly between the client and the third-party service provider. Clients are encouraged to review all contracts, insurance coverage, and terms provided by the third-party company before services begin.

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We understand that moving can be an emotional and sometimes an unpredictable experience. Our policies are designed to be fair to both our clients and our team while allowing flexibility whenever possible. If unexpected circumstances arise, please contact us as soon as possible so we can work together to find the best solution.

 

Damage and Liability: The Savvy Senior provides organizing, downsizing, move coordination, and relocation support.  While our team exercises reasonable care when handling clients' belongings, The Savvy Senior is not liable for any damage resulting from pre-existing conditions, normal wear and tear, improperly packed items by others, or the actions of third-party movers or contractors.

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The Savvy Senior does not provide physical packing, lifting, or transportation of household goods.

 

Savvy Complete MOVE Support - Waiting Time Policy: We will arrive at the scheduled move booking time and make every effort to accommodate minor delays.

• A complimentary 15-minute grace period is provided.

• After 15 minutes, waiting time may be billed at a cost of $120 per hour beyond the cost of the Complete Move Package costs for additional hours incurred due to waiting time.

• If access to the residence on either end is delayed by more than 60 minutes, we reserve the right to reschedule the service for a future date within the next 60-days. Any additional costs incurred, including staff time or third-party mover charges, will be the client's responsibility.

• If our team is unable to access the property due to circumstances beyond our control (locked premises, unavailable keys, elevator delays, etc.), applicable waiting or rescheduling fees may apply.