Helios safety
Thoughtful preparation makes care safer.
Effective August 24, 2026
Helios helps people coordinate pet care, but every parent and caregiver is responsible for deciding whether a care relationship and plan are safe and appropriate.
For emergencies
Helios is not an emergency or veterinary service. If an animal or person may be in immediate danger, contact the appropriate veterinarian, animal poison resource, emergency service, or local authority first. Do not wait for a Helios message or support response.
Before agreeing to care
- Hold a meet-and-greet in a safe setting and confirm everyone’s identity and expectations.
- Ask about relevant experience, references, insurance, licenses, training, and emergency procedures.
- Discuss every animal’s behavior, triggers, handling needs, escape risks, medical needs, and compatibility with people and animals.
- Agree in writing on dates, services, prices, cancellations, property access, keys, and communication.
Helios does not currently perform background checks, verify credentials, or endorse individual users.
Create a complete care plan
Provide current veterinarian and emergency contacts, feeding and medication instructions, routines, allergies, mobility needs, behavior notes, authorized treatments, and a backup contact. Caregivers should ask questions before the first visit and should not accept work outside their training or comfort level.
Protect homes and private information
Share only the access details needed for care. Keep keys, entry codes, alarm information, addresses, and private Owner Hub links confidential. Do not post another person’s home, contact information, pet records, photos, or videos publicly without permission.
During care
Follow the agreed care plan, use appropriate restraints and secure doors or gates, keep hazardous items inaccessible, and communicate material changes promptly. Never administer medication or provide treatment outside your instructions, training, or legal authority.
Incidents and concerns
When an incident occurs, prioritize immediate safety, contact the owner and appropriate professional help, document the facts, and preserve relevant communications. Suspected fraud, harassment, unsafe conduct, abuse, or misuse of Helios can be reported to hello@helios-co.org. Helios may limit an account while reviewing a serious safety concern.
Your judgment matters
Trust your instincts. You may decline, pause, or end a care arrangement when you reasonably believe it is unsafe, outside your abilities, or materially different from what was agreed. Local animal-care, business, access, and reporting laws may apply.