Cancellation & Refund Policies for Carers

Cancellation Policy for Carers.

Because cancellations disrupt families and impact confidence in the Babysitters Club community, carers should fulfil all confirmed bookings. If a carer cancels a booking, the following consequences will apply except as described below. If a carer cannot fulfill a booking for any reason, it is their responsibility (and not the family's) to cancel in a timely manner to allow the family to find alternative care or to adjust their plans.


Cancellation fee

You will not be paid for the services and will be charged a fee if you cancel a confirmed booking with less than seven days notice. In recognition of the loss of income and/or the cost of engaging a substitute at short notice, the amount owed will depend on how soon before the booking date you cancelled it.

  • Less than 7 days before the booking, we’ll deduct $50 NZD from any future payment to you, the carer.
  • Less than 24 hours before the booking, we’ll deduct $100 NZD from any future payment to you, the carer.

You can request in both instances to supply free babysitting to the next family you care for

  • Less than 7 days before the booking, you’ll work for two hours without pay for the next family you care for.
  • Less than 24 hours before the booking, you’ll work for three hours without pay for the next family you care for.

The Carer may request an exemption and the cancellation fee will be waived in certain other circumstances. Whether or not such exemption is granted will be at TBCL’s sole discretion.

Unavailable/blocked calendar

If you cancel a confirmed booking, we may block your ability to apply for other bookings during the period of the booking cancelled. In this case you won't be able to accept another booking that overlaps with the cancelled booking.

Public review

If you cancel on a family, an automated review may be posted to your public profile indicating that you cancelled one of your bookings. These reviews can't be removed, but you may be able to write a public response to clarify why you needed to cancel.

Account suspension and deactivation

If you cancel three or more bookings within a year, we may suspend your account.

Star carer status

To keep your Star-carer status you must continue to meet the Star-carer requirements, which includes maintaining cancellation rate of 1% or less.

When consequences may not apply

The consequences set out above may not apply in certain circumstances. Learn more about when consequences don’t apply.