Frequently Asked Questions

Simply search for your destination and dates, browse available nannies, and click "Book Now" on your chosen nanny's profile. You can also chat with Poppins, our AI assistant, to get personalized recommendations. The booking process takes just a few minutes.

We recommend booking at least 2-3 weeks in advance, especially for popular destinations during peak season. However, many nannies offer last-minute availability, and we've successfully arranged bookings with as little as 24 hours notice.

Yes! Once your booking is confirmed, we encourage you to schedule a video call with your nanny. This is a great opportunity to discuss your children's routine, preferences, dietary restrictions, and any special requirements.

If your nanny cancels within 48 hours of your booking start time, we'll immediately help you find a replacement at no additional booking fee. If we can't find a suitable replacement, you'll receive a full refund of both the booking fee and any payments made to the nanny.

If your booking includes meal times, it's customary (and kind!) to provide a meal for your nanny. However, you should discuss this during your pre-trip call to align expectations.

Absolutely! Many families build ongoing relationships with nannies and book them year after year. You can save favorite nannies in your account and book them directly for future trips.

Our nannies care for children from newborns to teenagers. Each nanny's profile specifies their age group preferences and experience. Use the age group filter when searching to find nannies who specialize in your child's age range.

Yes, we have nannies with experience in special needs care. When searching, mention your requirements to Poppins or use the advanced filters. You can also discuss specific needs during your pre-booking conversation with potential nannies.

Visit our "For Nannies" page and click "Apply Now." You'll fill out an application with your experience, qualifications, and availability. If your application is approved, you'll proceed to our vetting process which includes background checks, ID verification, reference checks, and a video interview.

You set your own hourly rate based on your experience, qualifications, and local market rates. We provide suggested ranges for your destination. Most nannies earn between $8-35 USD/hour depending on location. We never take commission from your earnings.

No, you have complete control over your bookings. You can accept or decline any booking request based on your availability, preferences, or any other reason. There's no penalty for declining bookings.

Families pay you directly at the agreed payment schedule (usually daily or at the end of the booking). Payment methods vary by destination but typically include cash, bank transfer, or digital payment apps like PayPal, Wise, or local equivalents.

Cancellation policies vary based on timing. If a family cancels more than 14 days before the booking, they receive a full refund. 7-14 days before: 50% refund (you keep 50%). Less than 7 days: no refund (you keep the full amount). This protects your time and income.

Where available in your region, we require liability insurance. In locations where this isn't standard, we provide guidance on coverage options. We recommend all nannies carry appropriate insurance for their protection and peace of mind.

Yes, as long as your bookings don't overlap. Many nannies manage multiple families, especially during peak holiday seasons. Our calendar system helps you manage availability and prevents double-bookings.

You have access to 24/7 support via phone or chat. We're here to help with any issues, from payment disputes to difficult situations with families. We also provide training resources, safety guidelines, and a community forum to connect with other nannies.

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure payment processor, Stripe. The booking fee is paid to us via card; nanny payments are arranged directly between you and your nanny.

The booking fee is charged immediately when you confirm your booking. This secures your nanny's time and covers our vetting, support, and platform costs.

Payment schedules are arranged directly with your nanny. Common arrangements include: daily payments at the end of each session, payment at the midpoint and end of longer bookings, or full payment at the end. Discuss and agree on the schedule during your pre-trip call.

Cancellations more than 14 days before booking: 100% refund of booking fee. 7-14 days before: 50% refund of booking fee. Less than 7 days: no refund of booking fee. Nanny payments follow the nanny's individual cancellation policy, which is shown on their profile.

Refunds are processed within 3-5 business days. Depending on your bank or payment provider, it may take an additional 5-10 business days to appear in your account.

Yes, you can request changes to your booking dates, times, or hours. Contact your nanny through the platform messaging system to discuss modifications. If the nanny agrees, we'll update the booking and adjust any fees accordingly.

If your nanny is available, you can extend your booking through the platform. You'll pay the additional hours at the agreed rate, and no additional booking fee is charged for extensions to existing bookings.

No. You pay two things: (1) The one-time booking fee to Holiday Nannies (based on trip length), and (2) The nanny's hourly rate directly to them. That's it. No service fees, no percentage markups, no surprise charges.

Every nanny undergoes a rigorous 4-step process: (1) Police background check in their home country, (2) Government ID verification using Veriff technology, (3) Reference checks with at least two previous employers, and (4) Video interview with our trained team to assess professionalism and childcare philosophy.

Yes, 100% of nannies on our platform have completed police background checks. The specific process varies by country (National Bureau of Investigation clearances in the Philippines, Working with Children Checks in Australia, etc.), but we verify clean criminal records in all locations.

We have a 24/7 emergency support line (+1-888-555-NANNY or +61-2-5555-1234 for Asia-Pacific). Call immediately if any safety concerns arise. We'll assess the situation, arrange a replacement nanny if needed, and coordinate with local authorities if necessary. Your children's safety is our top priority.

Yes! Every nanny profile includes verified reviews from families who have booked them through our platform. Reviews cannot be edited or removed, ensuring honest feedback. Look for nannies with high ratings (4.5+) and multiple reviews.

Trust your instincts. If you feel uncomfortable at any point, contact our support team immediately. We can help arrange a replacement nanny or, if needed, issue a refund. Your comfort and your children's safety are paramount.

Where available, all nannies are required to carry professional liability insurance. In regions where this isn't standard practice, we provide guidance on coverage options. We also recommend families verify their travel insurance includes childcare coverage.

We take all complaints seriously. Report issues through the platform or contact support. We investigate thoroughly and take appropriate action, which may include retraining, suspension, or permanent removal from the platform for serious violations.

Nannies should notify you as soon as possible if they're unwell and unable to fulfill the booking. Contact our support team immediately, and we'll work to find a replacement. If we can't find a suitable substitute, you'll receive a full refund of unused hours.