Absolutely—you can request a change under certain circumstances. We know that hiring a caregiver, attendant, or nurse is quite different from hiring a general helper, as it takes time to observe how well the caregiver interacts with your loved one. If you’re using a multi-session accompaniment package and find that the caregiver isn’t quite the right match for a valid reason, we’ll do our very best to reassign someone who better fits your needs (this option is available only for multi-session packages).
At Toby, we carefully select the most suitable service personnel based on your service dates, location, and specific requirements. Every caregiver is fully certified, experienced, and assigned based on customer feedback. If you feel that the service provided isn’t meeting your expectations, please let us know via our platform. We’ll promptly follow up and arrange an alternative caregiver to ensure you’re completely satisfied.
If you need to change your service personnel before the scheduled service, please contact our customer service team at least 2 working days in advance. You can call 37033250 or email prosupport@hellotoby.com during our office hours (9:00 AM to 6:00 PM, Monday through Sunday, excluding public holidays), and we’ll handle your request as quickly as possible.
We kindly suggest not changing service personnel during an ongoing session, as this might make it harder for us to reassign someone immediately. In such cases, it’s best to allow the current caregiver to complete the service and then provide feedback for follow-up.
Lastly, please ensure that all arrangements are made through Toby. Hiring someone directly or through private recommendations means we won’t be able to offer our support or guarantee the quality of service.
If you have any questions or need further assistance, please don’t hesitate to call 37033250 or email prosupport@hellotoby.com. We’re here to help and make sure you feel comfortable and well cared for.