Frequently Asked Questions.
Quick answers.
The most important questions and answers about our services, costs, staff and organization – clearly arranged.
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Request consultationQuestions about services & processes
We offer domestic help (cleaning, laundry, ironing), shopping assistance, support with meals, accompaniment to appointments (doctor, authorities), walks, cemetery visits and hourly relief for relatives. We are not a nursing service – medical services and personal hygiene are not part of our offer.
No. Our employees use the vacuum cleaner, bucket, cloths and cleaning supplies that are available in your home. If you are missing something, the employee can bring it with her the next time she goes shopping (e.g. at Rossmann or DM) - you simply refund the amount against receipt.
Yes, but only standard windows with a safe stepladder. Leaning out of windows is prohibited for safety reasons. Window cleaning is seasonal (April to September/October) - we do not offer this service in winter.
Yes, assistance with the preparation of meals (cooking, warming up, setting the table) is part of our range of services. Please discuss your wishes with the office or the employee.
Yes, even without an elevator. We have experience with this. It helps if you have a shopping trolley. Please let us know when planning so that we can schedule the right employee.
We do not offer medical services (injections, bandages, medication administration), no personal hygiene (washing, showering - the nursing service does that), no gardening and no specialized cleaning with industrial equipment.
After the initial consultation and the signing of the contract, the help can usually start within a few days. We react as quickly as possible.
Questions about costs & billing
Since January 1, 2025, our hourly rate is €35.50. When billing via the care insurance fund, you pay nothing yourself - the relief amount (€131/month) covers the costs.
With a budget of €131 and an hourly rate of €35.50, that's approx. 3 hours and 40 minutes per month. That's enough for a long visit or two shorter ones (approx. 1 hour 50 minutes each).
No! Unused amounts accumulate as a balance. This balance from the previous year can be used until June 30 of the following year. Unfortunately, it expires after that.
Yes! Call your care insurance fund and ask for your balance. Tell us the amount - we will then plan additional visits (e.g. more frequent dates or longer deployments) in order to consume the funds before June 30.
Yes. If your insurance budget is exhausted or you want more hours, you can pay privately - at the same hourly rate. You will receive a transparent invoice.
No, if you have a care grade. We bill your care insurance directly (direct billing). You only sign the proof of performance after each visit.
A flat rate of 15 minutes is deducted from the booked time as travel time. For a 3-hour visit, the employee therefore works 2 hours and 45 minutes. This is contractually regulated and customary in the industry.
Questions about personnel & communication
Our employees mainly come from Eastern Europe (Ukraine, Russia, Poland). German language skills vary - from basic knowledge to good language skills. For Russian-speaking customers, we can usually find a suitable employee without a language barrier.
We recommend Google Translate: write your wishes down on a piece of paper in German, the employee takes a picture of it and translates it via app. Alternatively, you can always call our office - our coordinators will translate immediately on the phone.
Yes, we provide you with a permanent reference person. In the event of vacation or illness, we offer a substitute - but you can also reject the substitute and wait for your regular employee.
Yes. If the cooperation doesn't work out (e.g. because of communication problems or different expectations), simply give us a call. We will find someone else for you - without consequences for the previous employee.
No, we only employ women. This is important to many of our customers.
Questions about organization
Every month you automatically receive an SMS with your schedule (date, time, name of the employee). If everything fits, you don't have to do anything. If you wish to make changes, simply call us. You can also unsubscribe from the SMS notification.
Call our office. Possible reasons: Illness, transport problems or a misunderstanding regarding the appointment. We will clarify this immediately and schedule a replacement appointment.
If possible, let her in - even if it's a little earlier. If you don't answer the door, the employee assumes you're not there and moves on to the next appointment. If the exact time is important to you, please let the office know.
All our employees are insured. Report the damage to the office immediately. We will clarify the incident and find a solution.
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Mon–Fri 9:00–18:00 · info@tonusdienst.de