Terms of Service

Part A | Worryla General Terms of Service | Applicable to All Services

This agreement confirms that the client has the legal capacity to enter into a service contract. If the client is under legal protection (e.g., guardianship), prior written consent from the guardian is required. Clients must inform the Company of any changes that could impact the contract’s validity for service delivery.

When clients request a service online through a request or pre-booking form, the next step is that a Client Advisor visits the client at their home in order to establish a tailored service best corresponding to the client’s needs.

Services are available Monday to Saturday. Minimum duration: 4 hours for one-off services after consultation with our Client Advisor, and 2 (two) hours for regular services. Services may occur on Sundays or at night with prior agreement and a surcharge. According to Greek Labour law. The Client Advisor then returns to the company’s offices, prepares and sends a quotation to the client, for client’s acceptance and payment. All quotations are valid and must be paid as agreed during the discussion with the Client Advisor. If not specified otherwise, the quotes sent by the Client Advisor after the initial visit are valid and must be accepted and paid within 48 hours of sending by the Client Advisor to the client. The quotes become binding and have force of contract once accepted and paid. Quotations may be signed digitally and transmitted electronically. Clients are responsible for maintaining a copy informing the company of any changes required.

Prices are inclusive of applicable taxes and subject to change in accordance with legislation. The company may revise terms, pricing, or service scope with one month’s notice. Continued use of services constitutes acceptance. Clients who do not agree may cancel the contract accordingly. Clients will be informed at least one month in advance of any rate changes. Prices exclude costs for cleaning products, materials, and special requests like parking, tolls. These are billed separately based on actual usage if and when applicable.

Delivered services are tracked using the company’s remote monitoring tools or manual reporting systems. Clients accept the company’s actual time tracking mechanisms for billing accuracy. Services are billed based on actual time. Any started half-hour is billed.

All Worryla employees have a direct access to our Care Line for support in their work. They are instructed to call the Care Line in any doubt, deviation from service scope or responsibility, in any case of emergency, or unexpected situation, as well as if additional services or service time is required. Worry will always attempt to accommodate to support the client.

Invoices are typically sent via email. The initial payment, based on the quote, must be paid within 48 hours of the quote being sent. Payments for recurring services booked must be made at least 2 working days in advance of service delivery occurrence. Our standard payment method is credit card.

Delayed payments may result in penalties, service suspension, or contract termination. The client is advised in advance by email automatic reminders if the payment has not occurred or not gone through.

Payment failure will put the services on hold. Persistent payment failures may lead to contract cancellation with 8 days’ notice.

Clients may re-schedule a service occurrence at any time by phone, online, or eMail, 48 hours prior to the next occurrence of the service. Missed notice deadlines may result in full billing. The company may cancel the service or put the service on hold, in cases of repeated non-compliance or inability to continue service.

Clients are responsible for cancellations or service failures resulting from lack of access, unsafe conditions, or other preventable reasons. In such cases, the service may still be billed unless justified by force majeure.

Clients must not give gifts, tips, or power of attorney to our staff. The client is solely responsible for securing any valuables, including but not limited to jewelry, cash, and other payment instruments, in a location that is inaccessible to the personnel. The client must also clearly indicate what they wish that our personnel do not clean, touch or manipulate. This can includes important valuables, in terms of price or high sentimental value to the client. Our company shall not be held liable for any loss, theft, or damage to such items. Tools, cleaning supplies, and electricity or water usage are the client’s responsibility and costs. Unsafe equipment or conditions may lead to service suspension.

Clients may not directly hire or solicit staff during the contract and for three months after termination of the service or last service date with the company, without written permission. Hiring staff without proper declarations is a legal offense.

Personal data is processed in line with GDPR and used for service management, billing, and communications. Clients may access or correct their data and have the right to object to its use. Customer service is available at 210 700 2000 for any questions or concerns.

The client confirms that any video surveillance systems present within the premises have been disclosed to the company. The client shall inform the company in writing prior the first service visit of the presence, type, and location of any recording devices (e.g., CCTV, nanny cams). The company will inform its employees accordingly. Failure to disclose such surveillance may be considered a breach of the service agreement.

Additional Legal and Regulatory Clauses

Jurisdiction: This contract is governed by Greek law. Any dispute arising out of or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of Athens, Greece.

Data Protection: Personal data is handled in accordance with the General Data Protection Regulation (GDPR) and applicable Greek laws. Clients have the right to access, correct, or delete their personal data at any time.

Keys Management: If clients provide keys or access codes, these are handled by designated personnel only and transferred securely. Clients acknowledge the need for responsible key custody and transfer, especially in cases of service reassignment. A specific written form must be signed by the client in such cases.

Force Majeure for company: The company is not liable for failure to deliver services due to events outside its control, including but not limited to natural disasters, strikes, power outages, accidents or pandemics.

Amendment Clause: The company reserves the right to update these conditions with reasonable notice. Clients will be informed in writing of any such updates, and continued use of services constitutes acceptance.

Part B | Worryla Special Conditions | Per Type of Service

1. Child Care

For safety and operational efficiency, we kindly ask that clients prepare the space where care will take place (e.g., clearing pathways, securing hazardous items, or providing contact numbers). This supports smooth and safe care delivery.

During the on-boarding process, our Team and Client Advisors work closely with parents or guardians to assess the specific needs of the child and household. This ensures a personalized service plan, including details such as allergies, routines, and specific do’s and don’ts. The Care Plan may be revised periodically to reflect changes in the family’s needs or the child’s development.

The client is responsible to provide all Child Care products, specific foods, baby formulas, etc…

Child Care services are designed with flexibility in mind, accommodating a range of family schedules and preferences. Evening or weekend services are available upon request, allowing families to rely on our support beyond standard working hours. These options must be agreed upon in advance and may carry additional charges based on labor laws.

Our personnel do not administer medication, which is the sole responsibility of the Client, his/her family member or a licensed healthcare professional. If agreed upon, our personnel may offer verbal reminders to take medication at scheduled times, based on written instructions provided by the client or their authorized representative. Our company and our personnel shall not be held liable for any consequences resulting from the Client’s failure to take medication, incorrect dosages or any other issues related to medication.

Access and use of a swimming pool under guard, surveillance and responsibility of the Worryla employee is not allowed. Our employees are not trained life-guards, and are not required to now how to swim, and are not required to be able enter a swimming pool.

Public holidays: services continue unless cancelled or re-scheduled 48 hours in advance. Surcharges apply, according to Greek Labour Law.

For the first visit of the Care Giver to provide the service, parents, relatives or representatives must be present in the home for one hour with their child and the Care Giver.

Access: The caregiver must have access to the home. If keys are not formally handed over, the client must be present at the start. Or if the keys are entrusted to the caregiver, the appropriate form must be signed.

Pets and children not indicated in the service quote are not supervised.

Animals: the presence of one or more animals must be clearly indicated, and it must be possible for the client to isolate the animal during our service if our Care Giver requires it (allergies, or discomfort with animals).

Replacement: In case of unavailability of a designated caregiver, a qualified replacement will be arranged. The company is not liable for delays beyond the company’s control. The client will be informed of any change or substitution.

In joint Home Care and Child Care service situations, Child Care takes priority.

The service is designed for 2 (two) children per caregiver. If more children are present, it must be discussed. The service is defined and discussed during the on-boarding and initial visit by the Client Advisor. Clients must update the company of any relevant changes.

Clients must provide a safe working environment and conditions (e.g., pool fences), ensure someone is present at the end of service, and allow room for night care. Caregivers may accompany children during meals or transportation, if all legal conditions are met.

Termination may occur due to repeated rule violations or health situations beyond service capacity.

Our company shall not be held liable for any damages arising from defects in equipment supplied by the client.

If an employee of our company uses the client’s personal vehicle during the provision of services:

• The client acknowledges and expressly agrees to obtain, at their own cost, a comprehensive insurance policy that covers all liabilities, including property damage, bodily injury, and driver protection, related to such use.

• The client must ensure that the vehicle is in excellent operating condition and fully compliant with applicable maintenance, safety, and environmental regulations.

• All costs incurred by our employee while using the client’s vehicle in the course of service delivery—including but not limited to insurance, fuel, parking fees, and tolls—shall be the sole responsibility of the client.

2. Home Care

During the on-boarding process, our Team and/ Client Advisors work closely with the clients to assess the specific needs of the household. This ensures a personalized service plan and procedures, routines and specific do’s and don’ts. The plan may be revised periodically to reflect changes in the household.

For the first visit of the Care Giver to provide the Home Care service, the home resident, or representatives must be present in the home for 30 minutes to one hour to give the key information for proper services.

The client is responsible to provide all cleaning products, materials, tools and machines (e.g. vacuum cleaner, broom, etc…).

The Worryla employee may and must use only cleaning products with an industrial Bar Code identification, and only cleaning mainstream cleaning products as found in supermarkets. No handmade products from the client will be accepted to perform cleaning.

Public holidays: services continue unless cancelled or re-scheduled 48 hours I advance. For services on public holidays surcharges apply, according to Greek Law.

Home access must be provided; otherwise, the client is responsible for access and safety. The caregiver does not supervise children or animals.

Clients agree to maintain and provide a safe and hygienic working environment and conditions. Any concerns regarding safety may result in temporary service suspension until resolved.

Replacement: In case of unavailability of a designated Caregiver, a qualified replacement will be arranged. The company is not liable for delays beyond the company’s control. The client will be informed of any change or substitution.

Access: The Caregiver must have access to the home. If keys are not formally handed over, the client must be present at the start. Or if the keys are entrusted to the Caregiver, the appropriate form must be signed.

In joint Home Care and Child Care service situations, with two Worryla employees in the client’s home, Child Care takes priority.

In the case of Home Care services only, child or children cannot be left alone in the client’s premises under the guard, surveillance and responsibility of the Worryla employee (home or garden).

Termination may occur due to repeated rule violations or health situations beyond service capacity.

Our company shall not be held liable for any damages arising from defects in equipment supplied by the client.

If an employee of our company uses the client’s personal vehicle during the provision of services:

• The client must ensure that the vehicle is in excellent operating condition and fully compliant with applicable maintenance, safety, and environmental regulations.

• All costs incurred by our employee while using the client’s vehicle in the course of service delivery - including but not limited to insurance, fuel, parking fees, and tolls - shall be the sole responsibility of the client.

3. Seniors Care

Respect for dignity, privacy and autonomy is fundamental. While assistance is provided in many aspects of daily life, every effort is made to preserve the client’s independence and personal choice.

Clients, relatives or representatives are asked to share any advance directives, medical emergency protocols, or contact persons to support coordinated care in unexpected situations.

In addition to physical assistance (e.g., mobility help, light domestic support), our Team is attentive to the emotional and psychological well-being of the senior client. We encourage regular family interaction and open communication to ensure a supportive environment. Employees are trained to offer support with compassion and professionalism.

Light administrative help (e.g., sorting mail, assisting with simple phone calls) is available upon request. However, we do not act as legal or financial representatives for the client under any circumstance.

We encourage clients to participate in shaping their service plan with the Client Advisors, particularly where regular weekly visits are scheduled. This helps ensure clarity in expectations and stability in daily routines. Modifications can be discussed at any time with our Client Advisors Team.

During the on-boarding process, our Team and Client Advisors work closely with our client and their family or guardians to assess the specific needs of the client and household. This ensures a personalized service plan, including details such as allergies, routines, and specific do’s and don’ts. The Care Plan may be revised periodically to reflect changes in the client’s needs.

This service focuses in particular on the attention to the safety, health and autonomy of the client. Services are defined during the first visit of the Client Advisor and can be reviewed any time.

Clients must inform the caregiver of any care requirements or administrative changes, designate a support person and ensure safety in the home.

The client is responsible to provide all required care products, specific foods, etc…

Support includes basic personal care, meal support, administrative assistance and light cleaning. Pets may be cared for if included in the plan and conditions allow.

Clients and their relatives are expected to cooperate to ensure a safe and respectful environment for both caregivers and the client.

Clients agree to maintain and provide a safe and hygienic working environment and conditions. Any concerns regarding safety may result in temporary service suspension until resolved.

Clients must inform the caregiver of any health-related, mobility, or behavioral conditions that could affect service. This enables the caregiver to plan appropriate support while minimizing risks.

For the first visit of the Care Giver to provide the service, relatives or representatives must be present in the home for one hour with the client and the Care Giver.

Public holidays: services continue unless cancelled or re-scheduled 48 hours in advance. For services on public holidays, surcharges apply. Clients may re-schedule or cancel a service occurrence at any time by phone, online, or email, 48 hours prior to the next occurrence of the service.

Animals: presence of one or more animals must be clearly indicated, and it must be possible for the client to isolate the animal during our service if our Caregiver requires it.

Termination may occur due to repeated rule violations or health situations beyond service capacity.

Our company shall not be held liable for any damages arising from defects in equipment supplied by the client.

If an employee of our company uses the client’s personal vehicle during the provision of services:

• The client must ensure that the vehicle is in excellent operating condition and fully compliant with applicable maintenance, safety, and environmental regulations.