Financial Matters
INVOICING AND PAYMENT
Clients must contact the Comfort Keepers office if there are any questions regarding invoicing or other financial matters. Please do not discuss invoicing or financial matters with your caregiver(s); you will need to call our office.
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Invoicing Process
Comfort Keepers invoices on a bi-weekly basis, for the preceding two weeks. Our week begins on Monday and ends on Sunday.
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Invoices are sent via email and are also accessible to the payor via the Comfort Keepers Family Room portal. Contact us if you need to request an invite to the Family Room!
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Payment Methods
Comfort Keepers accepts payment via AutoPay only. We can setup AutoPay via ACH (EFT through your bank account) or credit card. The payor will provide payment information at the time of signing, and no further action is required on the part of the payor. Payment information is securely stored and processed through encrypted transactions. Transactions will be processed within 24 hours of invoicing.
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Need to Update Your Payment Method?
Click here to update your payment method via our secure DocuSign form. Updates to payment method must be received by 9:00am on invoicing day in order to be applied to the same invoice. See a list of our Invoicing Dates.
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Non-Sufficient Funds or Returned Payments
In the event of a failed or returned payment, a $25 fee may apply. If payment is not received within one week from the date of invoicing, Comfort Keepers reserves the right to charge interest and/or suspend services until payment is made in full.
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SECURITY DEPOSIT
Amount
Comfort Keepers collects a security deposit upon initiation of care in an amount equivalent to two weeks' worth of care.
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How does the deposit work?​
Your two week deposit will be held on account – it is not applied to the first invoice. Upon termination of services, your deposit will be applied to your final invoice, with any balance remaining fully refundable to the payor via the payment method on file within two invoicing cycles.
FEES & ADDITIONAL CHARGES
​Our service fees are all-inclusive. The following instances are the only times when additional charges may occur:
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Supplies
Client is responsible for supplying all supplies (cleaning and personal care, soap and hand sanitizer) required for the safe & hygienic provision of care. This includes gloves needed for the safe execution of any kind of personal care and equipment which may be necessary for the provision of Services. If these supplies are not provided, corresponding services cannot be provided. The company will provide gloves or gait belts at a fee that will be passed on to the client.
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Weekends
We charge an additional premium for weekend care. This rate is outlined in your Client Care Agreement and always applies to any shift that starts or ends on a Saturday or Sunday.
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Couple's Care
When a caregiver is caring for both members of a couple (for example, a husband & wife) at the same time, we charge a Couple's Care rate to account for the extra effort required to care for two people instead of one. This rate is outlined in your Client Care Agreement and would be scheduled in advance as Couple's Care.
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Short Shifts
We charge an additional premium for shifts less than 4 hours in duration. This rate is outlined in your Client Care Agreement. Our normal minimum is 4 hours per visit. We cannot guarantee that shifts less than 4 hours in duration can be accommodated.
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Requesting Caregivers to Extend a Visit
If you require additional care beyond what you have scheduled through the office, we shall do everything possible to accommodate your needs. Please contact the office for approval to extend the caregiver’s scheduled shift. If the caregiver is unable to extend the shift, the office can work with you to schedule another caregiver whenever possible. It is always best and most convenient for all parties to plan ahead and adjust schedules at least a week in advance. Please note that last-minute shift extensions are subject to our hourly “Scurry Fee,” as outlined in your Client Care Agreement.
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Overtime
Requests will be discussed as such scenarios arise. They will be accommodated if the caregiver is willing to work more than 40 hours, and the client consents to the associated increased rates. Per federal law, overtime must be paid at 1.5 times the hourly pay rate. Overtime will be billed at a rate of 1.5 times the hourly rate for care provided by those on overtime only in cases where Comfort Keepers offers a caregiver not on overtime, but the client specifically requests a certain caregiver, and that requested caregiver is available to work. When such instances occur, overtime will be discussed with you and approved in advance.
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Mileage Fee
If you request the caregiver drive your car, there is no mileage fee charged. If you prefer to ride in the caregiver’s vehicle, we charge a mileage fee, as outlined in your Client Care Agreement. We must reimburse the caregivers for mileage for any driving they do for you during their visit.
Scurry Fee
Comfort Keepers charges a non-refundable short notice premium rate for accommodating care requests within 48 hours of the time of the request. The hourly rate for our “Scurry Fee” is outlined in your Client Care Agreement.
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Disproportionate amounts of administrative resources, and often substantial caregiver overtime costs, are required to accommodate care on short notice. This practice also contributes to income instability for our employees and detracts from their work-life balance. We want to meet our clients' needs while also making sure we are providing quality care. In order to do so, we ask that you plan ahead whenever feasible so we can be respectful of our caregivers’ lives and personal commitments, ensuring they are available to provide care when needed.
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Holiday Rates
The following holidays are billed at a double rate. We must consider that working on the holidays means our caregivers are spending precious time away from family on those special days. Please notify us at least 7 days in advance if you will not require services on a holiday, as orchestrating scheduling during the holidays is quite an extraordinary feat for our scheduling team, and caregivers often count on the extra income if they are planning to work a holiday.
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New Year’s Day
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Easter
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Memorial Day
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Independence Day - July 4th
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Labor Day
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Thanksgiving Day
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Christmas Eve (after 5pm)
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Christmas Day
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New Year’s Eve (after 5pm)
INVOICING DATES
We invoice on a bi-weekly basis for the previous 2 weeks worth of care.
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Our care weeks run Monday through Sunday.
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2025 Invoicing Dates
Sample Calendar with Invoicing Dates
TERMINATION OF SERVICES
Termination of services requires 14 days' written notice. Termination of services with less than 14 days’ notice will be charged as scheduled and/or result in forfeiture of deposit, whichever is greater.
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Ongoing reduction in services by more than 10% of the level at time of reduction will also be subject to 14 days’ notice requirement.
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The only exception to this is death of the client, in which case the 24 hour cancellation rule will apply.
If, for example, you were hospitalized or in a skilled nursing rehabilitation center and decided not to return home, we can still provide care under the 14 days’ notice in any care/residential setting and are happy to do so but will not waive the two weeks’ notice requirement.
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​Upon termination of services, your deposit will be applied to your final invoice, with any balance remaining fully refundable to the payor via the payment method on file within two invoicing cycles.