Valid reasons for not fulfilling a booking:

Carers should fulfill all confirmed bookings unless unwell or an unfortunate event has occurred. If there is a valid reason for canceling a booking, and this can be verified, one-time and ongoing nanny cancelation terms may not apply.

Valid reasons for not fulfilling a booking:

  • Unexpected illness or injury affecting oneself or an immediate family member. A medical certificate may be requested to support this
  • Death of an immediate family member. A police report or death certificate may be requested to support this
  • External transport disruptions that mean it is impossible to travel to the booking destination, including road closures and flight cancellations only due to airport closures. Delayed or rescheduled flights, overbooking, airline strikes and the inability of an airline to complete a flight are not covered under our cancelation policy.
  • A serious family event has occurred which can be confirmed by another family member

Cancelation terms for one-time care. If you cancel a confirmed booking without a valid reason, the following will apply:

  • A cancellation fee of up to $100 will be withheld from your next payout
  • Your calendar may be blocked in which case you will not be able to apply for other jobs at the same date/time on the platform
  • A public cancelation review will be left on your profile
  • You will be unable to retain a star carer status for six months. Star carers must have a cancelation rate of 1% or lower.
  • If you cancel three or more bookings within a year, we may suspend your account

Cancelation terms for ongoing care. If one weeks notice isn’t provided to the family or if you, the carer, do not have a valid reason for cancelling, the following will apply:

  • A cancellation fee of up to $100 will be withheld from your next payout
  • A public cancelation review may be left on your profile
  • You will be unable to retain a star carer status for six months. Star carers must have a cancelation rate of 1% or lower.
  • If you cancel three or more bookings within a year, it may result in the loss of your current ongoing role and we may suspend your account.

Canceling is incredibly disruptive for families. Families use our service because they do not have reliable, trusted others who they can call on.