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:
Every day: 07:30 - 21:30

Coronavirus

What precautions is Charly Cares taking against the coronavirus?

Check our special page for our general guidelines regarding the coronavirus. Of course, we are keeping a close eye on the official messages from the RIVM and the GGD.

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

Check our dedicated page for our general guidelines regarding the coronavirus. Of course, we are keeping a close eye on the official messages from the RIVM and the GGD. We ask all our parents and Angels to carefully read our guidelines, the guidelines from the RIVM and the GGD, and the official messages from the government prior to entering into a babysitting agreement, and to carefully discuss the implications and potential limitations. In this context, Charly Cares bears no responsibility regarding the decision of a parent or Angel to enter into a babysitting agreement with one another. Any resulting consequences, such as a violation of government measures or infecting another person with the COVID-19 virus, are in that case at the expense and risk of the parent or the Angel. Users of our platform, companies, and authorities can contact us for specific questions or requests.

When should I as an Angel call in sick?

If you are ill and therefore unable to babysit, you will unfortunately have to cancel the booking. Let us know by calling 020 - 210 23 23. Note: sending a WhatsApp message alone won't be sufficient.

Check our special page for our general guidelines regarding the coronavirus. Of course, we carefully follow the official messages from the RIVM and the GGD.

I (Angel) am receiving less booking requests than I'm used to, will I be compensated?

We are sorry about there being fewer bookings available than usual. This has everything to do with the current situation. Unfortunately, we are unable to change the situation and cannot offer any compensation. We are doing everything we can, together with you - our Angel, to offer support and unburden parents. At the moment, there may be fewer bookings, but this can change every day, so be sure to keep an eye on our app!

The Babysitting App

Oh no, the app crashes and/or gives an error message?

First, refresh the app:

  1. Press the home button twice and swipe the app away
  2. Start the app again

Didn't work? Try this:

  1. Completely remove the app
  2. Download the app again from the Apple Store/Google Play Store

Still not working? Call 020 210 23 23 or send an email to info@charlycares.com. We are here to help!

Why am I not receiving emails or push notifications?

You can enable push notificaties from your phone's settings.

On an iOS device/iPhone:

  1. Go to your phone's settings.
  2. Go to notifications.
  3. Look for the Charly Cares App.
  4. Enable notifications.

On an Android phone:

  1. Go to your phone's settings.
  2. Go to apps.
  3. Look for the Charly Cares App.
  4. Under notifications, enable push notifications.

Unable to do so? Clear the cache and remove the Charly Cares App. Download the app again.

Are you not receiving emails or have you been unable to enable push notifications using the steps above? Contact our Customer Care Team by calling 020 - 210 23 23.

Applying

What are the requirements for babysitting via Charly Cares?

  • You have relevant babysitting experience (at least 2 years as a babysitter, au pair experience, or being a parent yourself).
  • You have 2 valid references from families for whom you've babysat before. These references cannot both be from your own family.
  • You are at least 16 years old.
  • During the registration process, add a photo of yourself, so that our parents know what you look like.
  • You live at the address you entered in your profile. You can only enter 1 address.

Did you not previously meet these requirements, but do now? Then you can simply edit your profile.

If you used to babysit for Charly Cares before but deactived your profile, you can simply reactivate your profile. If you used to babysit for Charly Cares but your profile has been deleted, you will have to create a new profile.

From what age can I start babysitting at Charly Cares?

Are you 16 years or older? Congrats, you can start babysitting via Charly Cares! Are you younger than 16? Stay tuned...

Do I need babysitting experience in order to become an Angel?

Yes, you will need to have at least 2 years of babysitting experience. Charly Cares always requires at least 2 references from families for whom you've babysat before. Note: these cannot be 2 references from your own family.

Does it matter how often I am available?

You decide yourself when you work and how many days or nights you are available. We do ask that you are available to babysit for at least half a year.

Because you are in charge of deciding when you work, it is important to keep your calendar up to date, so that you don't receive booking requests for days or times that you are not available. You can block your Angel calendar for a longer period too, in case you are planning on going on vacation or for your exam period.

How can I babysit for other families too, in addition to my fixed family?

Are you 16 years or older and do you live in one of our service areas? Then we can offer you the possibility of babysitting for different families. However, we do first want to meet you for an interview. Contact our Customer Care Team to schedule it by sending a WhatsApp message to +31202102323. .

Where is Charly Cares available?

Charly Cares isn active in 9 cities and neighbourhood. Below you will find an extensive overview of these cities and places in which Charly Cares is active.

Amsterdam
Diemen, Duivendrecht, Muiden, Ouderkerk aan de Amstel en Weesp

Amstelveen

Den Haag
Rijswijk, Scheveningen, Voorburg, Wassenaar en Wateringen

Eindhoven
Geldrop, Helmond, Nuenen en Veldhoven

't Gooi
Blaricum, Bussum, Eemnes, Hilversum, Huizen, 's-Graveland, Laren en Naarden

Haarlem
Aerdenhout, Bennebroek, Bentveld, Bloemendaal, Heemstede, Hoofddorp, Overveen, Santpoort-Noord, Santpoort-Zuid, Spaarndam, Velserbroek en Zandvoort

Leiden
Leiderdorp, Leidschendam, Oegstgeest, Voorschoten

Rotterdam
Capelle aan den IJssel

Utrecht
De Bilt, De Meern en Vleuten


Coming soon: Charly Cares will open soon in these cities. Do you live here and want to babysit via Charly Cares? Sign up in advance!

Almere

Delft

Breda

Groningen

Nijmegen


Stay tuned! More cities are coming soon. So keep an eye on our website.

What will my interview at Charly Cares look like?

During the interview, we discuss your background, character, what type of babysitter you are, and, of course, your babysitting experience. We will also explain our app to you. The interview will last a maximum of 30 minutes. See you soon!

More on the interview

What should I bring to the interview?

Good of you to ask. We would like you to bring a valid form of identity (ID card, passport, or driver's license), your debit card, and the details of your references. For your references, we will need the contact details from at least two families for whom you've babysat before.

I want to cancel my interview, how do I do that?

You can change or cancel your interview on the screen in the app where you can also view the details of your appointment.

Why can I not start babysitting straight after my interview? The app is stuck on the interview page.

If everything comes back positive after the interview, our Angel recruiter will admit you to the app. Note: they will only do so after your references have left you a positive review. It may take some time for them to respond, which means the app will remain stuck on the interview page. Once your references have responded, you will gain access to the app and can start babysitting.

Profile

What am I able to change in my profile?

Great that you want to update your profile! You can change the following aspects under 'Profile':

  • Video: create a fun video where you introduce yourself to parents. We first have to approve this (new) video before it becomes visible in your profile.
  • Babysitting preferences & calendar: would you prefer to receive requests for different types of bookings? Edit your babysitting preferences and calendar, and you're good to go!
  • Personal description: did something change or does your personal description simply need an update? It's up to you!
  • Your hourly rate within certain limits; you decide how much you earn!

Are you unable to change these items yourself? Contact our Customer Care Team via WhatsApp: +31202102323.

For which changes to my profile should I contact the Customer Care Team?

You are unable to change certain aspects of you profile yourself. If you want to change any of the following, contact our Customer Care Team via WhatsApp +31202102323. We would love to help!

  • Profile picture: is your picture no longer accurate? No problem! Send us a new picture (with a white background) and we will change it for you.
  • Your hourly rate outside of the predetermined limits.
  • The Children First Aid icon. You will need to show us proof that you've successfully completed a Children First Aid course.

How do I remove my profile?

Easy peasy:

  1. Go to 'Profile'
  2. Click 'Profile & account'
  3. Scroll down to 'Account'
  4. Click 'Deactivate or remove'
  5. Click on 'Remove' all the way down at the bottom

If you are only temporarily unavailable, but do want to babysit again later on, you can choose to temporarily deactivate your profile. You will then no longer be visible to parents, but your profile details will remain saved.

How do I reactivate my account?

If your profile has been temporarily deactivated, you can reactivate your profile in the app.

  1. Go to 'Profile'
  2. Click 'Profile & account'
  3. Scroll down to 'Account'
  4. Click 'Deactivate or remove'
  5. Click the 'Activate' button

If you have removed your profile, you will need to contact our Customer Care Team to create a new profile.

Availability & booking requests

Up until how far in advance can I expect a booking if I am available?

Parents can create a booking and select you as an Angel if you are available at that time up until 3 hours in advance. Did something come up at the last minute due to which you are no longer available the next few hours? Use the option "inactive". Make sure that your calendar is always up to date for any other times.

How long do I have to reply to a booking?

Always respond as quickly as possible, but within 12 hours of receiving a booking request. Accept a booking if you can and want to babysit. If that isn't the case, simply decline the booking. Always respond, so that the parents know whether or not they can count on their favourite Babysitting Angel. You will also raise your reaction score by replying quickly, meaning you will appear higher in the search results.

What happens if I do not respond to a booking request in time?

If you don't respond in time, there will be certain consequences.

If you ignore an invitation 3 times (status 'given' is not the same as ignoring a booking), you will be put on hold for 48 hours. If this happens twice within one month, we will deactivate your account. You will be notified when this happens. If you do not reactive your profile within a year, we assume that you no longer want to babysit via us and we will therefore remove your profile entirely. If you do want to start babysitting again later on, you can contact Customer Care. Our Customer Care Team will assess each specific situation to determine whether or not it is possible to start babysitting via Charly Cares again.

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

Are you not yet sure whether or not you are available to babysit? Simply decline the booking request. It is important to indicate in your calendar when you are not available, so that you won't receive booking requests for days that you are not able to babysit. By keeping your calendar up to date you will never have to decline another booking request. Good to know: you can also always pause your Angel Profile.

I've received a fixed booking request, but I'm not available on all of the days. What should I do?

For a fixed booking request, you can make the parent a counteroffer. Simply indicate the dates that you are available to babysit & wait for the parent's approval. You can send a counteroffer by viewing the booking request and ticking off the dates of the booking on which you are available to babysit.

A booking request I received has already been marked as given. How is that possible?

Parents can add a maximum of 5 Angels to every booking. The booking request is given to the Babysitting Angel that is the first to accept the booking, after which the booking is marked as given for the other Angels. You can find the status under 'Bookings'.

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

It is not allowed to babysit outside of Charly Cares. If you do receive a request outside of the app, please notify the parent that they are responsible for creating a booking in the app. Are you unable to do so and do you need our help? Our Customer Care Team is always here for you!

What are the benefits of booking via our platform?

  • An angel insurance that covers damage sustained during a babysitting service. Over half of all liability insurances do not cover such damages.
  • No hassle with payments. Babysitting services are automatically paid via the app.
  • 1 overview with all the money you earned babysitting.

When should I as an Angel call in sick?

If you are ill and therefore unable to babysit, you will unfortunately have to cancel the booking. Let us know by calling 020 - 210 23 23. Note: sending a WhatsApp message alone won't be sufficient.

Check our special page for our general guidelines regarding the coronavirus. Of course, we carefully follow the official messages from the RIVM and the GGD.

Can I cancel a booking after accepting it?

Cancelling a booking can only happen under exceptional circumstances, for example if you are ill or are no longer able to babysit due to special circumstances. Want to cancel a booking? Don't give the parents any unnecessary babysitting stress, but let us solve it with you and the parent. Call the Customer Care Team as soon as possible on 020-2102323 before approaching the parent. Note: sending a WhatsApp message alone is not sufficient.

Babysitting & Jobboard

How do I change the start and end times of my babysitting service?

It is not possible as a Babysitting Angel to change the times of a booking. If the start of end times are incorrect, discuss this with the parent or call our Customer Care Team on 020-2102323.

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 Customer Care Team is always there for you!

My booking has been cancelled, will I be compensated?

We're sorry to hear that your booking has been cancelled. There can be several reasons for this, such as the parents no longer needing a babysitter, or when they, or their children, suffer from corona-related complaints.

We cannot offer compensation for cancelled bookings, unless the booking was cancelled less than 3 hours in advance by the parent. In that case, you will get paid for 1 hour.

Still want to babysit and help parents out? Have a look in Jobboard to see if there are any other bookings available.

Can I find booking requests myself?

Yes! Find the 'Jobboard' feature in the app. This feature shows all pending babysitting services near you. Please not that this feature only considers hourly rate and distance; your availability as marked in your calendar is not taken into consideration. Tip: always have a look at your calendar and the family's profile before making an offer for a booking.

How exactly does Jobboard work?

  • In Jobboard, you will be able to see requests from parents near you (max. 20 km distance).
  • Add yourself to a booking and include a fun description.
  • Wait for the parent to respond. If your offer is accepted, you're all set to babysit.

I added myself to a Job in Jobboard, can I still cancel?

No, unfortunately, you cannot. The parent is counting on you being available. You will have to contact our Customer Care Team in order for your offer to get removed from the booking.

I've spotted a fun request in Jobboard, but I'm not available for all dates. Can I message the parent anyway?

Unfortunately, you cannot message the parent. The only exception to this is if it concerns a request from a family that has booked you before. In that case, you will be able contact the parent via the chat and ask whether you can perhaps babysit for only some of the days listed in the booking.

Can I filter Jobboard based on distance?

No, that is currently not possible, but the app automatically sorts the results for you so that the families at the top are the ones that are the closest to you (and the ones at the bottom the furthest).

I made an offer for a booking, but I am no longer available. How can I remove myself from the booking?

A parent has 12 hours to respond to your offer. After that, your offer expires. The parent is counting on you being available. If you are no longer available, you will have to contact our Customer Care Team in order to be removed from the booking.

Where can I find the families for whom I've babysat before?

Families who have previously booked you (including accepted bookings) are listed in an overview in the chat.

How does the Angel insurance work and how do I report damages?

An increasing number of insurers view babysitting as regular work. Because of that, these insurers often offer only limited, or even no coverage in case of damage. The Angel liability insurance offers coverage of material and immaterial damage sustained during a babysitting service. Accidents happen, and this way you can babysit without having to worry.

Are you liable for damage sustained during a Charly Cares babysitting service? Follow the steps below:

  • Report the damage by calling the Charly Cares Customer Care Team (020 210 23 23).
  • Our Customer Care Team will then send you an email through which you can gain access to the digital claim form from insurer "Alicia Insurance".
  • Completely fill out the form.
  • After receiving the form, "Alicia Insurance" will contact you as soon as possible to settle the damage.

Note: A deductible excess of €125 applies to the Angels.

Note: are you babysitting, but have you not been booked via Charly Cares? In that case, you are not insured. Make sure you are always booked in the system whenever you are scheduled to babysit!

Calendar & babysitting preferences

Why is filling out my calendar that important?

When your calendar is fully up to date, you will only receive booking requests for times that you are truly available to babysit, meaning you will (almost) never have to decline a booking. Great for you, but also for the parent, because they are counting on you being available based on your calendar.

How do I fill out my calendar?

Easy! Go to 'Calendar', click the days for which you are not available, and enter the times. That way, you will only be booked for times that you are actually available. Want to babysit on a fixed basis? Simply go to 'Profile' → 'Settings' and enter your preferences under 'Fixed Babysitting'.

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

Tip: you can also sync your phone's calendar with your Angel calendar. Go to calendar and click 'Import' on the bottom left. You'll be able to import your phone's calendar with the press of a button.

What types of statuses are there?

By setting a status, you will receive requests that fit your availability even better.

  • Active: You are available, parents can send you a booking request.
  • Do Not Disturb: You will not receive any notifications, which is useful for if you, for example, are on holiday or in the middle of an exam period. Note: Families that have booked you before are able to invite you.
  • Standby: Have some spare time and want to babysit? Put yourself on standby, so that parents know you are eager to babysit. Perfect for working some extra hours.
  • My Families: Only receive requests from families for whom you've babysat before. Requests from new families are blocked.

How can I receive last minute requests?

You can always sign up to be a Standby Angel. Especially during the weekends there are often times for which you will be able to receive a last minute request, but even during the week parents are sometimes looking for a Babysitting Angel at the last minute. So, don't have any plans and want to babysit? Register as a Standby Angel and earn some extra money!

Go to 'Calendar' → 'My status' → click 'Standby' and select until when you would like to be standby.

I want to temporarily not receive any bookings, is that possible?

Yes, you can do so by putting yourself on 'do not disturb'. You can even indicate until when specifically you do not want to be disturbed. Super handy for when you have a full day of classes, for example, are on a holiday, or are simply too busy to babysit!

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

Earnings

How much will I earn as a Babysitting Angel?

As a Babysitting Angel, you are in charge of deciding how much you earn. The app will give you an indication based on your area and your age. You can always change your hourly rate within the predetermined limits. Want to change your rate to one that falls outside of these limits? Contact our Customer Care Team, they'll be able to help you out. There are 3 different rates, all of which you'll be able to change: the fixed rate, the flexible rate and the night rate You can find your rate in your profile in the app.

How do I change my hourly rate?

In the app, go to Profile → Settings → Hourly rate. Decide for which rate you would like to babysit for fixed and flexible services, bookings taking place at night, and special days, such as holidays. That's it! Noticed an increase or a decrease in the number of booking requests you've received? You can always change your rates again.

How will parents pay me after a babysitting service?

A timer will automatically start running at the scheduled start time of the booking. Parents can stop the timer when they come home. After the timer has been stopped, the payment will be automatically processed and you will be paid in 4 work days. You will receive your earnings in the bank account connected to your profile.

When will I receive my babysitting earnings?

We aim to transfer your earnings into your bank account within 4 work days.

Note: the weekend and holidays don't count towards the 4 days, meaning you may have to wait longer than 4 days.

Will anything be deducted from my hourly rate?

Yes, but no worries! Charly Cares keeps a 3% margin on your hourly rate. For example: if you earned €30,- babysitting, Charly Cares will deduct €0,90 from your total. By taking this small fee, Charly Cares ensures that you are able to babysit for the best families, can make use of the Babysitting App for free, and can contact our Customer Care Team 7 days a week.

Am I employed by Charly Cares?

As a Babysitting Angel, you are not officially employed by Charly Cares. Babysitting via Charly Cares falls under the 'dienstverlening aan huis' regulation, which means you won't receive any payslips or annual statements from Charly Cares.

Should I include my babysitting earnings on my tax return?

Yes! You are not officially employed by Charly Cares, but you do earn money from babysitting. Your babysitting earnings fall under different rules when filling out a tax return, because babysitting falls under the 'dienstverlening aan huis' regulation. Your Angel income should be entered under the category 'income from other work' ('inkomsten uit overig werk'). You can find an overview of all your completed babysitting services for each year under 'Profile' > 'Payments'.

Where can I find my babysitting earnings for the past year?

Go to 'Profile' > 'Payments', then click on the year for which you would like to view your total earnings.

Can I earn something extra if I invite friends for Charly Cares?

Share Charly's love! Invite your friends to become a Babysitting Angel for Charly Cares too. Go to ‘Profile’ → Click ‘Invite friends’ → Share your personal link with your friend. Inviting people is great for you too, because once they have completed their first babysitting service, you'll receive credit. This great little bonus is paid along with your next babysitting service. Yay!

Charly's Shop

What exactly is Charly’s Shop?

We want to reward the Angels that are important to Charly Cares. There are several ways in which you can earn Angel Coins, such as by babysitting a lot or by responding quickly to requests. You can then spend these Angel Coins in Charly's Shop in our app. To do so, go to 'Profile', where you'll be able to see the pink banner for 'Charly's Shop'.

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 are put on 'On Hold' for the second time in 2 months, you will lose all your Angel Coins. So, keep babysitting in order to save your Angel Coins. Unavailable to babysit for a bit? No problem, simply pause your profile so that you can keep your Coins and won't receive any new requests.

I bought a gift in the shop, what now?

Great that you used your well-earned Angel Coins to score a gift! You'll be able to find more information regarding your gift and how to redeem it under 'Purchases' in Charly's Shop. Have fun!

When will new items be added to Charly's Shop?

This is dependent on deals with partners.

Keep a close eye on our socials (Instagram and Facebook) for any news.

Do you have a tip or do you know a fun partner? Send an email to partnerships@charlycares.com.