Frequently asked questions

Answers to the most frequently asked questions. Or contact the Chat, send a WhatsApp message to +31202102323 or call us at +31(0)20 - 210 23 23.

Our opening hours:
Monday to Thursday: 9:00 - 19:00
Friday: 9:00 - 18:00
Saturday and Sunday: 10:00 - 13:00 and 16:00 - 19:00

Coronavirus

Which precautions does Charly Cares take against the coronavirus?

Check our special page with our general guidelines regarding the coronavirus. It goes without saying we closely follow the official reports from the RIVM and GGD.

What is my responsibility as a parent or Angel during the corona crisis?

We are living in a special time because of the recent outbreak of the Covid-19 pandemic. As a result, the government has taken various measures that are not always as explicit. Based on the most recent government reports, Charly Cares concludes that we are allowed to keep our services available. Especially to support parents (in vital services). To be safe we would like to point out that everyone needs to take their own responsibility and estimate the additional risks themselves. Prior to entering a babysitting agreement, we request parents and Angels to carefully read our guidelines, the guidelines of the RIVM and GGD, and reports from the government, and to make good agreements together. Charly Cares is not responsible in any way for the decisions of parents and Angels who enter a babysitting agreement. Any resulting consequences, such as violating a government measure or infecting another person with the Covid-19 virus, will be at the risk of the parent and Angel themself. Users of our platform, companies, and organisations can contact us for specific questions and requests.

When do I (as an Angel) have to call in sick?

Check our special page with our general guidelines regarding the coronavirus. It goes without saying we closely follow the official reports from the RIVM and GGD.

I (Angel) receive less booking requests than usual, do I receive any compensation?

We're really sorry you receive less booking requests than usual. This is because of the current situation with the coronavirus, on which we have no influence. Unfortunately we can’t offer compensation. However we are doing everything we can, together with your help, to fill the gaps in childcare. There may be fewer bookings at this time, but it can vary from day to day. So keep a close eye on our app!

My bookings are being cancelled, do I receive any compensation?

We're really sorry your bookings are being cancelled. This can always happen, but now especially due to the coronavirus. Parents no longer need a babysitter, or they, or the children have a cold for example. Unfortunately we can’t offer compensation.

Do you want to babysit and help out parents? Take a look at Jobboard regularly for available bookings.

Does a parent cancel a booking 3 hours before the start or shorter before the start? Then you are being compensated, as usual, and you will be paid 1 hour.

When babysitting, always keep our current policy and guidelines in mind.

Can you help with homeschooling?

Many Angels have indicated they can help out with homeschooling. You can recognise them by the special icon in their profile. We advise that you book the Angel for online help with homeschooling, using programs such as Skype, Google Hangouts, or Facetime. Need a babysitter to come to your home? You can still book our Angels to come by, but we do have special measures and a careful policy in place.

In the booking, indicate it concerns help with homeschooling, so the Angel can prepare. Share the lesson materials in advance, for example through the chat in the app. You can find more information on help with homeschooling on this special homeschooling page.

Join the Angel Club

How old do you have to be to babysit through Charly Cares?

Are you 16 years or older? Congrats! You are welcome to schedule an appointment at one of our interview locations. Not yet 16 years? Stay tuned...

Do you already need babysitting experience to become an Angel?

Yes, we require 2 years of experience working with children. Charly Cares will ask you to provide us 2 references of families you have worked before.

What will the interview look like?

During the interview, we will talk about your background, personality, what type of babysitter you are and, of course, your babysitting experience. You will also get more information regarding the app and we will take a great picture of you for you Angel Profile. The interview lasts a maximum of 30 minutes. See you soon!

More about the interview

What should I bring to the interview?

Good question! We would like to ask you to bring a valid ID (ID card, passport or driver's license), your bank card and reference details. Please bring contact details of families you have previously worked before. Charly's tip: take your agenda with you so that you can fill in your Angel calendar with the Angel recruiter.

Do you not yet have a liability insurance or are you not sure if you do? Check this before you plan your interview. We find it very important for you to have a liability insurance, because this ensures that you can babysit at a family's home. Do you have a First Aid certificate? Please bring it to the interview or take a picture of it.

I have had the interview. What’s next?

What's next? Do you meet our requirements to become a Babysitting Angel and are your references details approved? YES, then you have just become a member of our Angels Club. After your references have been approved you will get access to your Angel account. You can start filling out your Angel Profile from this moment on. Start by completing a personal description, update your preferences, add a personal video message and update your calendar. After you have completed these steps, you are ready for your first bookingrequest.

Hourly rates & earnings

How much will I earn as a Babysitting Angel?

During the interview, we will set your day and night rates, based on your age and experience. The rate varies from €5,- to €11,- per hour. After the interview, you be able to see your hourly rate in your profile in the app. Parents can also give you a tip through the app. Let's make some money!

How do I earn my €5,- welcome bonus?

It’s easy. Make sure you have completed all the steps in your Angel profile before the interview. That means that your references, personal description, babysitting preferences, and availability need to be added. The €5 welcome bonus will be paid out along with your first babysitting earnings.

Can I increase my hourly rate?

Yes, you can. Go to 'Profile' → click on 'Dashboard' → scroll down to your Angel Scores. Here you can increase your hourly rate after you have achieved a number of scores. Let's make some money!

Will anything be deducted from my hourly rate?

Yes, but no worries! Charly Cares takes just 3% on your hourly rate. Example: If you have earned € 30,- Charly Cares will collect an amount of € 0.90 from the total amount. With the little amount per booking Charly Cares ensures that you can babysit at the best families in your neighbourhood, using the Babysitting App and the accessibility of our Support Team who you can contact 7 days a week.

Do I work as a salaried employee?

As a Babysitter Angel you do not work at Charly Cares. This is because babysitting falls under the “Regeling dienstverlening aan huis”-regulation and there is therefore no employment contract. That is why Charly Cares does not provide you with pay slips and annual statements.

Should I report my babysitting earnings on my tax return?

Yes! You do not work as an employee at Charly Cares, but you do earn money. For your babysitting services, different rules apply when making a tax return. This is because babysitting falls under the “Regeling dienstverlening aan huis”-regulation'. Enter your Angel income in the category ''income from other work''.

Where can I find my total earned money from the past year?

Go to 'Payments'. Here, you can click on the year over which you would like to see your total earnings.

Babysitting

What about my availability?

No, you decide when you want to work and how many days or evenings you are available. However, it is important to keep your agenda up-to-date so that you do not receive booking requests when you are unavailable. You can also block your agenda for a longer period dure to holidays or emax periods.

Where can I find my Angel scores?

Your Angel scores can be found under your profile in the app. Go to Profile → click 'Dashboard' and scroll down. Here, you will find an overview of your Angel scores and the progress thereof.

Do families live in my neighbourhood?

The app matches you and families based on your zip code. This way you will receive requests in your area and you will be mostly babysitting in your own neighbourhood.

How do parents pay me after each babysitting service?

A timer starts automatically when the booking starts. Parents will stop the timer when they come back home. After the timer is stopped, the payment is automatically initiated and you will be paid within 4 working days.

How can I contact a parent?

You can easily contact the parent through the app. Go to 'Families' → here, you will find all your babysitting families and you can choose if you want to call the parent or send a message.

Where can I find the families where I have been a babysitter before?

Families where you have been a babysitter before can be viewed in one overview. You can find it in the app under 'Families'. This overview will make it even easier for you to contact the parent.

A parent is calling me. How is this possible?

For parents too it is now possible to call an Angel through the app. It is therefore possible that a parent calls you from an unknown number.

How do I switch my Angel Profile to Dutch or English?

Go to ‘Profile’ → pick ‘nl’ or ‘en’ in the top right corner. You can now use the app in Dutch or English.

Can I respond to requests outside of the Charly Cares App?

It's no problem if the parents approach you by telephone or through the chat, but make sure they always book you through the app. Charly Cares makes it super easy for you to have a fun babysitting job. This is why we ask you as a Babysitting Angel to remain loyal to us. Never babysit as a Babysitting Angel for Charly Cares families outside of the app. When we see a clear indication that you are, you will be removed from our platform and get fined €500,-. Have any questions regarding this? Our Support Team is always there for you!

Do you really want to stop being a Babysitting Angel?

That’s too bad! Contact our Support Team (020 - 210 23 23) and they will help you out.

Why is the Angel insurance so important?

Insurance companies are increasingly seeing babysitting as working. For your own liability insurance, this means you will often have no or limited coverage in case of damage. The Angel liability insurance offers you coverage during a babysitting service, through which you’ll be insured for high unforeseen costs in case of damage. So you can babysit without worrying.

What should I do in case of damage sustained during the babysitting service?

Are you liable for damage that has occurred during a Charly Cares babysitting service? Take the following steps:

  1. Report the damage to the Charly Cares Support Team by calling 020 210 23 23.
  2. Our Support Team will then send an email giving you access to a digital claim form from insurance firm “Alicia Insurance”.
  3. Fill out the form completely.
  4. Upon receipt, “Alicia Insurance” will contact you as soon as possible to settle the damage.

Note: Are you babysitting, but not through a Charly Cares booking? In that case, you are not insured. Make sure you are always booked!

More information about the Angel liability insurance

Bookings

When will I receive a booking request?

When parents are looking for a Babysitting Angel they will make a booking through the app. The moment they make a booking, they get a search result. This search result is based on age, hourly rate and any additional filters. When your calendar is not blocked on the days that a parent makes a booking, you can receive a booking request.

How many hours in advance can I receive a booking request?

Parents can make a booking up to 3 hours in advance and select you as babysitting Angel if you are available for that moment. Not available for last-minute request? Use the ''inactive'' option. Make sure that your agenda is up to date for all other moments.

How do I accept a booking?

As soon as you receive a booking request, you can find it in the app under 'Bookings'. You can respond to the booking request by going to 'Bookings' → click the booking request that is still pending and accept or decline the booking.

How fast should I respond to a booking?

Always responds whitin 12 hours on a bookingrequest. Accept a bookingrequest if you are available and decline a booking if you are not available. We kindly ask you to always responds on a booking request. Parents want to know if they can count on you, if not they will make a new search finding another babysitter. Responding to a booking request you will increase your reaction score and you will receive bonus points.

What happens if I do not respond to a booking request within 12 hours?

If you do not respond to a booking request within 12 hours, your profile will be set On Hold. This means that you will not receive booking requests for the next 24 hours. Also, you do not have access to Jobboard function in the app.

I am not sure about my availability yet. What to do?

If you are not sure if you are available on the requested day, you can decline a booking request. It is important that you state in your agenda when you are not available so that you do not receive booking requests on days that you are not available. This ensures that you do not have to reject a booking request. Good to know: you can always deactivate your profile for 1 day, 1 week or 1 month.

Can I find booking requests myself?

Yes! In the app you will find the function 'Jobboard'. This function shows a maximum of 5 pending bookings in your area. Please note that we only matches based on hourly rate and distance. Note: please check you agenda and the family profile first before offering yourself to a booking.

Can I cancel a booking once I have accepted?

Canceling an accepted booking is only possible in exceptional cases if, for example, you are ill or due to special circumstances. Do you want to cancel a booking? Do not give the parents babysitting stress, but let us solve this with you and the parent. Please call our office at 020-2102323 as soon as possible before you approach the parent.

How do fixed booking requests work?

Do you want to babysit on a fixed basis? Great! Indicate so in your calendar and preferences. To update your calendar, go to 'Calendar' → click 'Update calendar' → click 'Fixed babysitting service(s)' and indicate when you would be available to be a fixed babysitter. To update your preferences, go to 'Profile' → click 'Preferences' and edit your preferences.

I have just received a fixed booking request for which I cannot do all the dates. What to do?!

Good news: for a fixed booking request, in the new app you can now send the parent a counter offer. You indicate which moments you can babysit & await the parent's approval. You can do so by having a look at the booking request and indicating through check marks which babysitting services you can and cannot babysit.

Is it obligatory for parents to rate me?

Yes! After each babysitting service, the parent will give you a rating of 1 to 5 stars. Ultimately, there will be an average rating in your profile. A written review is optional, but feel free to ask the parent if they are willing to write a review at the end of your babysitting service. This is a definite boost to your Angel Profile and convinces other parents that you are the best Babysitting Angel! Don't agree with a given rating? Feel free to let us know, because our Support Team is always there for you!

What do I do when I receive a request outside of Charly Cares?

It is not permitted to babysit outside of Charly Cares. If you do receive a request outside of the app, let the parent know that he/she is responsible for booking you through the app. Having trouble making a booking or can we help you with something else? Our Support Team is always here for you! Make sure you never babysit as a Babysitting Angel for Charly Cares families outside of the app. If we notice that you do, you will be removed from our platform and be fined €500,-. This would make nobody happy, so please call us if you have any questions.

Calendar

Why is filling in my calendar so important?

When you keep your calendar up to date, you only receive booking requests when you are available to babysit. If you keep your agenda up to date you will not receive any booking requests if you are not available.

How do I fill out my calendar?

Piece of cake! Go to 'Calendar', click on the days you are not available and enter the times. That way, you'll only be booked for moments you are actually available. Want to receive fixed requests? Go to 'Profile' → 'Settings' and fill out your preferences under 'Fixed Babysitting'.

Check how to fill out your Angel Calendar in our instructional video.

Tips:

  • Fill out your fixed study schedule at least 3 months in advance. The same goes for weekly sports practices, holidays, and exam periods.
  • Update your calendar each week to add, for example, last minute weekend plans.

Can I block my calendar for a longer period?

For sure! At Charly Cares, you only work when you can and want to! Go to 'Calendar' → 'My status'. Here, you can put yourself on 'do not disturb'. Choose the start and end date and voila! You are now unavailable for parents for this period and will no longer receive any requests.

It is also possible to block multiple days simultaneously. In the calendar, select the days you wish to block. Then, put yourself on 'unavailable'. That way, you won't receive any requests for those specific days, but you will receive request for the other days when you are available.

How to I change an unavailable moment to an available moment?

Click on the relevant day → click on 'Edit 1 day'. Then, click in 'Yes, available' and families will be able to book you again for that particular day.

Where can I indicate my babysitting preferences?

Your preferences are important so that you only receive booking requests that suit your needs. Go to 'Profile' → click 'Babysitting preferences' → change your preference as you wish.

How does ‘Fixed Babysitting’ work?

Indicate in your profile under 'Babysitting preferences' for which days you are available for fixed babysitting services. This will then be automatically added to your calendar. You'll also appear higher in the search results for parents and will be booked even quicker for fixed requests.

I read something about being standby. What exactly does that mean?

When you activate the standby option, it means you definitely can and want to babysit. Don't have any plans for the weekend? Put yourself on standby, so you'll get booked even quicker. You'll appear higher in the parents' search results, meaning you'll get booked much more quickly. Change of plans? Unselect standby. Keep in mind that while you are on standby, you are not supposed to decline a received request.

When can I put myself on standby?

You can always sign up to be a Standby Angel. During the weekends, there are often moments you can receive last minute requests, but even throughout the week, parents are often looking for a last minute Babysitting Angel. So don't have any plans and want to babysit? Put yourself on standby and earn some extra money!

I would like to babysit last-minute. How do I put myself on standby?

Our guardian angel! Go to 'Calendar' → 'My status' → click 'Standby'. Here, select when you want to be put on standby.

Can I babysit fixed moments each week?

Sure! It's important you indicate this in your profile, so that we can match you with a family for a fixed babysitting moment. How? Go to 'Profile' → 'Babysitting preferences' → 'Fixed babysitting' → indicate here for when you want to receive fixed requests.

I temporarily don't want to receive any booking requests, is that possible?

Yes, to do so, change your status to 'do not disturb'. You can also indicate until when you do not want to be disturbed. Super convenient for when you, for example, have a full day of lectures, or are on holiday, or you're simply too busy to babysit!

How? Go to 'Calendar' → 'My status' → choose 'do not disturb' and fill in until when you don't want to be disturbed.

Indicate your babysitting preferences in the app so that we can match you even better!

Under babysitting preferences in your profile, you can indicate what kind of requests you'd like to receive. Fill out the following:

  • How long bookings can last
  • At what times you'd like to babysit
  • How far in advance you'd like to receive bookings
  • How many children can be there
  • How long the travel time to the family can be.

This way, you'll only receive requests that fit you!

Payments

Where can I see how much I have earned?

Click on 'Payments' and you will find a payment overview. A total earned amount is stated in your payment overview and your earned money per booking.

When will I get paid?

You will get paid after the babysit service within 4 working days.

Do I receive a payslip from Charly Cares?

With Charly Cares, you work under the “dienstverlening aan huis” regulation, meaning you are not our employee. You will therefore not receive a payslip from us, but you can find all your babysitting earnings in the app.

Can I babysit outside of Charly Cares?

No, we ask you as an Angel to be loyal to us, which is why babysitting for a Charly Cares family outside of the app is not allowed. Charly Cares ensures that you, as a Babysitting Angel, have the best part-time job there is! We do so by matching you with the best babysitting families and by making sure that our Support Team is always here for you. Our Babysitting App makes babysitting super easy and we will continue to ensure it remains available for free for our Babysitting Angels.

Earn extra!

Can I invite a friend to babysit for Charly Cares?

Yes, we would love to! With the referral, you can invite friends to babysit through Charly Cares too. After their first babysitting job as a Babysitting Angel, you will receive babysitting credit. The babysitting credit will be paid out with your next babysitting job. Yay!

Charly's Shop

What exactly is Charly’s Shop?

We would like to reward the Angels who are important to Charly Cares. That is why there are several ways in which you can earn Angel Coins. For example, by babysitting a lot or by responding to requests quickly. You can then spend these Angel Coins in Charly’s Shop in our app. To go there, go to ‘Profile’; you will be able to see the pink banner with ‘Charly’s Shop’ there.

How can I earn Angel Coins?

There are several ways in which you can earn Angel Coins. See the table below for a complete overview:

Reference check completed + 200 Coins
Your reference has been checked and left you a review.

Calendar update + 500 Coins
Update your calendar every 3 weeks, so that you will only receive requests for when you are actually available. These Angel Coins will be awarded a maximum of 1x per 21 days.

Four bookings + 500 Coins
Do you babysit at least four times within 30 days via Charly Cares? Then you will receive these Angel Coins.

Fixed booking + 200 Coins
Accept a booking as Fixed Babysitting Angel and you will extra Angel Coins to spend in the shop.

Last minute booking + 100 Coins
Help a family at the last minute and be rewarded for being their guardian Angel.

Angel video + 400 Coins
Add a video to your Angel profile introducing yourself to new families. You will receive these Angel Coins once.

Update preferences + 300 Coins
Update your preferences regularly. These Angel Coins will be awarded a maximum of 1x per 60 days.

Jobboard + 100 Coins
Take initiative and be rewarded. Add yourself to a request in Jobboard and earn Angel Coins.

Respond quickly + 100 Coins
Respond within 10 minutes so parents know what to expect.

Accept standby request + 100 Coins
Put yourself on standby, accept a request and earn these Angel Coins.

Personal profile
Introduce yourself to families and write a short bio in you profile. You will only receive these Angel Coins once.

Can I also lose Angel Coins?

If you have been put on ‘On Hold’ twice within two months, you will lose all your Angel Coins. So, keep babysitting to ensure you keep your Angel Coins. Are you unavailable to babysit for a longer period of time? No problem, simply pause your profile. That way, you can keep your Coins and you won’t receive any new requests.

When will new gifts be added to Charly’s Shop?

We are continuously restocking Charly’s Shop with new gifts and discount codes. We try to add new gifts every Friday. Do you have a great idea for Charly’s Shop? Let us know by sending us an email!

I’ve bought a gift in the shop, what’s next?

Great that you have scored a gift using your well-earned Angel Coins! In Charly’s Shop, under ‘Purchases’, you will be able to find information regarding your gift and how you can redeem it. Have fun!

Where can I find how many Angel Coins I currently have?

In Charly’s Shop, you will always be able to see how many Coins you have earned at the top. By clicking it, you will be able to view exactly how you have earned them. The number you see is always up to date. The Angel Coins will always be awarded immediately after each action.

On hold

What does ‘on hold’ mean?

It can be quite annoying for parents if they do not know whether or not you can babysit. Make sure to always respond to requests, even if you are unavailable. If you do not respond 3 times, you will be put on ‘on hold’. You will then not receive any requests for 48 hours. You will also no be able to respond to any babysitting services on Jobboard for 48 hours.

When will I be put on ‘on hold’?

If you have not responded to a request from parents three times, you will be put on ‘on hold’. That means you will not receive any requests for 48 hours. You will also no be able to respond to any babysitting services on Jobboard for 48 hours. You will, however, receive requests from families for whom you have been a babysitter before.

Can I receive requests from families while I am on ‘on hold’?

When you are on ‘on hold’, you will not receive any requests from new families for 48 hours. You will also not be able to respond to any babysitting services on Jobboard for 48 hours.

When will ‘on hold’ end?

After 48 hours have passed, ‘on hold’ will end and you will once again be able to receive new requests from families. You can also start responding to babysitting services on Jobboard again.

Have you been put on ‘on hold’ twice within 1 month? We will then pause your account, so that parents are not booking you in vain and so that they don’t get disappointed when you don’t reply. Want to babysit and receive requests again? Put yourself on ‘active’ in the app.

Could I be removed from the platform?

If you are put on ‘on hold’ twice within 1 month, we will pause your account. If you then do not unpause your account within 1 year, we will remove your account from our platform, as we see that as a sign that you are no longer interested in babysitting via Charly Cares.