Your cancellation policy at Charly Cares
At Charly Cares, we work very hard to help you find a suitable Babysitting Angel when you need it most. However, in some exceptional circumstances, you may have to cancel a planned booking. How does that work and what are the consequences? Read more on this page.
Consequences of your cancellation
Do you have an accepted booking? You are clearly counting on the Angel to come at the time you scheduled. But the Angel is also counting on the babysitting service and the expected income. We want to clarify that cancellations without a good reason are not appreciated. For you as a parent, cancelling has the following consequences:
| Time | Costs |
|---|---|
| More than 48 hours in advance | No costs: you let the Angel know in time that the babysitting service cannot take place. |
| Less than 48 hours in advance | €3,99 service fee + 0 hour payment to the Angel |
| Less than 24 hours in advance | €3,99 service fee + 1 hour payment to the Angel |
| Less than 3 hours in advance | €3,99 service fee + 2 hour payment to the Angel |
Angels can now cancel a booking as well
To give our Angels more flexibility, they can now cancel a babysitting service in the app. When they do, they fill in a reason and are required to send you a message with an explanation.
The angel will be impacted by a cancellation metric, which will be visible to the Angel when they cancel and later also to you when searching for new angels. Our Customer Care team also keeps a strict eye on how often an Angel cancels, in order to monitor the quality and possibly say goodbye to Angels who cancel too often.
Frequently asked questions about cancellations
Are there any cancellation fees if I cancel a booking?
Canceling a booking up to 48 hours prior to the booking is free of charge. If you cancel a booking 48 to 24 hours prior to the booking, we charge a €3.99 cancellation fee. If you cancel between 24 and 3 hours prior to the booking, we charge 1 hour payout for the babysitter in addition to the cancellation fee. If you cancel within 3 hours before the bookings starts, you pay 2 hours payout for the babysitter and the cancellation fee.
How do I cancel my booking?
Very simple:
- Go to 'Bookings'
- Select the booking
- Click on 'cancel booking'
- Enter the reason and confirm the cancellation
The costs for cancelling a booking are:
- Until 48 hours prior to the booking there are no additional costs.
- Between 48 and 24 hours prior to the booking there is a €3,99 cancellation fee
- Between 24 and 3 hours prior to the booking you pay €3,99 cancellation fee + 1 hour payout to the Angel.
- Within 3 hours before the start you pay €3,99 cancellation fee + 2 hours payout to the Angel.