Frequently asked questions

Answers to the most frequently asked questions. Or contact the Chat, send a WhatsApp message to +31 (0)6 40 59 22 93 or call us at +31(0)20 - 210 23 23.

Charly Cares

What is Charly Cares?

Charly Cares takes care of the entire process surrounding a babysitting service. We provide parents a Babysitting App to book a reliable and screened babysitter with.

What is a Babysitting Angel?

Babysitting Angels are personally screened babysitters on our platform. We mostly work with students aged from 16 years and older. They live in one of the available cities.

How does the matching system work?

Charly Cares has an advanced online system that matches parents and Babysitting Angels. This is based on the following criteria: postal code, availability, languages and specific babysitting experience.

In addition, Charly Cares has built a number of innovative applications in this matching system, so that a parent can book a babysitter with confidence.

Additional applications:

Rating:The average rating after each babysitting booking by the parent.

Review: A written review after each babysitting booking by the parent.

Response rating: The average speed of responding to the booking requests by the Babysitting Angel.

Social linked: The babysitter has a connection on Facebook or LinkedIn with one of the parents social friends.

How can I be matched with Oppas Angels on the basis of language preference?

It is super handy when an Angel speaks the same language as your kids! That is why we match your family with Angels who speak the languages that you ticked in your profile. Did you tick three languages? Then you will only be matched with Angels who speak the same three languages. Of course, you can also choose to tick only the one language that is really a must for you.

How do you get the ratings & reviews?

After each babysitting service, the Babysitting Angel receives a required rating from 1 to 5 stars. Parents also have the opportunity to write a review. All ratings and reviews are checked and will be visible in the profile of the Babysitting Angel. This helps parents find a reliable babysitter. View the profile of your favourite Angel and make your booking!

What happens to my given rating & review?

All incoming ratings and reviews are monitored daily. When a rating or written review is insufficient, our Support Team will contact the parent and the Angel within 24 hours. After our Support Team has spoken to the Babysitting Angel, the parent will be provided with feedback.

Does every babysitter visit your office?

Absolutely. We personally screen each Babysitting Angel at one of our screening locations before the babysitter has access to the Babysitting App. During the screening the (study) background and the babysitting experience will be discussed. Babysitting experience is mandatory and the references that the Angel presents are carefully checked.

When do you admit babysitters access to your platform?

During the screening, the experience of the babysitter will be discussed. If he or she has sufficient experience, their references will be reviewed. If these are also sufficient, the babysitter can start as a Babysitting Angel on our Babysitting App.

The App

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

First. Restart the app:

1. Press the home button twice and swipe the app away

2. Then restart the app again

It did not work! What to do?

1. Remove the app completely

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

No, still not working! Call us at +31(0)20 - 210 23 23 or mail to info@charlycares.com. We are ready to help!

Why am I not receiving any emails or push notifications?

You can turn on the push notifications via the settings on your phone.

iOS/iPhone:

  1. Go to your settings on your phone.
  2. Go to notifications.
  3. Search for the Charly Cares App.
  4. Allow the notifications.

Android:

  1. Go to your settings on your phone.
  2. Go to apps.
  3. Search the Charly Cares App.
  4. Go to notifications and switch the button on.
  5. Is this not working for you? Empty your cache and delete the Charly Cares App. Download the app again.

Still have a problem with receiving emails or still not getting any push notifications? Contact our Support Team via +31(0)20 - 210 23 23.

Bookings

How do I book a Fixed Babysitting Angel?

Fixed Babysitting Angel: Go to book → enter your babysitting moment → repeat the booking for the number of weeks you need a fixed babysitter → search for available Angels → select 5 babysitting angels → write a personal message and send the request!

How do I book a Flexible Babysitting Angel?

Flexible Babysitting Angel (more than 48 hours in advance): Go to book → enter your babysitting moment → search for available Angels → select 3 babysitting angels → write a personal message and send the request!

How do I book a Last minute Babysitting Angel?

Last minute Babysitting Angel (from 48 hours in advance): Go to book → enter your babysitting moment → search for available Angels → select 5 babysitting angels → write a personal message and send the request!

Can I book a Babysitting Angels for more than 12 consecutive weeks?

Unfortunately not, because we work with many students who have a changing (school)schedule. They often cannot commit to a period longer than 12 weeks. You can book your Babysitting Angel again when she is available after the initial 12 weeks.

Can I meet the Babysitting Angel beforehand?

Sure! Create a booking for the moment you need a babysitter. When an Angel accepts the booking, you can agree to meet through the chat or you can call with the Angel. If you would prefer to meet in person, you can make a short booking of two hours to get to know eachother.

Can I cancel a booking?

Yes, sure! Click on 'bookings', click on the booking and click on ''cancel booking''. Up to 24 hours in advance, cancelling is free of charge, when cancelling 24 hours to 3 hours in advance, €3,50 will be charged, when cancelling less than 3 hours in advance, we will charge 1 hour day or night rate + €3,50 cancelation fee.

Can I have the babysitting service last longer or shorter than planned?

Yes, that is possible. Please make sure you always discuss this with the babysitter. You can adjust the beginning and end time when you stop te timer.

Membership

Which membership fits my babysitting needs best?

- Basic: is the best option when you use the app less than 1x per month. This costs €2,- per month + €7,50 per babysitting service + the Angel’s hourly rate.

- Flexible: is the best option when you book once or more per month. This costs €6,- per month + €3,- per babysitting service + the Angel’s hourly rate.

- Premium: is the best option when you book 7 times or more per month. This costs €25,- per month + the Angel’s hourly rate and no extra costs per babysitting service.


Can I switch memberships?

Yes, you can switch your membership any time. Go to --> profile --> membership --> change membership

How do I cancel my membership?

Ahw! We hate to see you go, but you can cancel your membership any time. Go to profile → cancel your membership. Here you can also see for how long your membership is still valid so that you know when you can use our Babysitting Service before your membership expires. Please leave a reason why you have cancelled your membership and help us improve our Babysitting App.

Credit & gift codes

How do I get babysitting credit if I have invited a friend for Charly Cares?

Navigate to your credit and gift codes in your account and invite your friends by sending a personal link. Win-Win! Refer a friend and receive babysitting credit. If your friend uses your personal link, the babysitting credit will automaically added to your account.

Where can I enter a gift code?

Navigate to gift codes in your profile and enter your gift code.

How long is the gift code valid?

The expiration date of a gift code is different for each promotion and is mentioned in the relevant promotion. If the expiry date is not mentioned, then the gift code expires after one year from the date on which it was issued. In addition, the gift codes can only be used once.

Payments

What are the costs of a babysitting service?

The costs of one booking will depend on the hourly rate. The rate varies between €5 and €11 per hour.

Depending on your membership you will pay the following costs per booking besides the hourly rate:

-Basic membership - €7,50 per booking

-Flexible membership €3 per booking

-Premium membership - no booking costs

How do I pay the Babysitting Angel?

The payment is processed automatically through the app: when the Babysitting Angel arrives at your house, a timer will automatically start running, when you come home, you stop the timer and a payment will be created and deducted from your account within a couple of days. No more hassle with cash!

Okay! How does the timer work?

The babysitting duration is monitored with a timer. It starts automatically at the start time, when you return home you will be able to stop the timer. When the timer is stopped, the payment will be processed automatically. Did you switch off the timer too late? No worries, you can change the start and end time afterwards.

I stopped the timer, but the times are incorrect. What now?

No worries! Contact the Support Team directly by calling +31(0)20 - 210 23 23 within 12 hours, they can adjust the times of the timer afterwards.

Can I receive childcare allowance for your service?

No, unfortunately it is not possible to receive back childcare taxes if you are using our services.

New app

Information about the new app & features.

How do I download the new Babysitting App?

Yay! The new app is live! Go to the App Store or Google Play Store and update the Charly Cares Babysitting App.

What are the most important Angel updates?

For you as a Babysitting Angel a couple of things have changed. In the new app, you will get an improved calendar and you can communicate with families even more quickly. You can also now respond to a fixed booking request. This means that, when you cannot babysit every time, you can make the parent a new offer. The parent can then accept your offer.

How does the new calendar work?

In the improved calendar, you can enter your availability even more quickly. Is the calendar not entirely clear? Check the legent for a more detailed description! Go to 'Calendar' → click the upper right for the legend. Here, you will find an explanation as to what the various symbols mean.

How can I update my calendar in the new app?

Go to 'Calendar' → click 'Add' → choose whether it concerns:

  • a moment you cannot babysit
  • a moment you want to babysit on a fixed basis

Enter the start- and end date/time → indicate if you want this moment to be repeated daily, weekly or monthly→ click save. Your calendar entry will now appear in the calendar.

I am now receiving booking requests for 12 consecutive weeks. This used to be a maximum of 8 weeks. What is that about?

In the new app, it is possible for parents to book a Babysitting Angel for a maximum of 12 weeks consecutively.

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.

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.

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.

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.

Where can I indicate my preferences in the new app?

Your preferences are important for you to only receive booking requests that match your wishes. Go to 'Profile' → click 'Preferences' → here, you can edit your preferences at will.

Where can I find my payments in the new app?

In the app, you can find an overview of all your earnings. Go to 'Payments' → here, you will be able to view an overview of your earnings per babysitting service and your total earnings over the entire year.

Where can I find my Angel Scores in the new app?

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.

How do I accept a booking in the new app?

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 do fixed booking requests work in the new app?

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.

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.

How do I become a Babysitting Angel?

Sign up via our website and schedule an appointment at one of our interview locations. Do not forget to download the Charly Cares app. Good to know: our Babysitting App is completely free for you as one of our angels!

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!

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 I have to prepare anything else for the interview?

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!

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 neighborhood, 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.

Ik zie Angel scores staan in mijn profiel. Wat houdt dit in?

Earn more money by improving your Angel scores. As an Angel, you will have four different Angels scores with which you can increase your hourly rate:

- Response score (Always respond to your bookings to get a response score of 100%. This percentage is based on your reaction to the last 10 requests.)
- Reviews (Earn €0.25 extra on top of your hourly rate when you have reached 10 written reviews). - Angel video (Add a personal video to your profile and earn €0.25 extra on top of your hourly rate.)
- Completed bookings (The more bookings you complete, the higher your score. You can increase your hourly rate by €0.25 twice, when you have completed either 5 or 30 bookings.)

Keep up the good work!

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.

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!

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 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 the Jobfinder 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 'Jobfinder'. 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.

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 in my calendar?

Piece of cake! Go to 'Calendar' → press 'Add calendar' → at not available, fill in the times you are not available. This way, you are only available for bookings at moments that are open in your calendar!

Tips:

  • Always add your fixed study schedule to your calendar at least 3 months in advance, but also regular sport nights, vacations and exam periods.
  • Update your calendar at least once a week, for example by adding your weekend plans.

Can I close my calendar for a longer period?

At Charly Cares you work whenever you want! Go to 'Calendar' → 'Add' → click on a random date → click on last all day and select an end date. This way you close your agenda for a longer period and you will no longer receive booking requests. When you click on 'not available' you can deactivate your account for a day, a week or a month. Voila!

How do I change an unavailable moment to available?

Click on the relevant day → click on 'remove'. This way you delete an agenda item in your Angel calendar.

How do I use the standby button?

Don't have plans for the weekend? Use the standby button and start receiving booking requests for upcoming weekend. After using the standby button you will be higher ranked in a parents search. If you receive a standby booking request, please note that it is not allowed to decline a booking request. Change of plans? Switch off the standby button and update your agenda

When can I use the standby button?

For the following moments you can sign up as a Standby Angel. During the weekend there are often moments you can receive last minute requests. Do you have no plans yet and would you like to babysit? Sign up as a Standby Angel and earn some extra money!

  • Friday evening from 18:00
  • Saturday until 19:00
  • Saturday night from 18:00
  • Sunday all day

How can I use the standby button?

Go to 'Calander' → 'Add' → click on 'add a standby moment'. Select the day and times you would like to babysit.

Can I babysit for fixed days?

Sure! It is important that you indicate these in your calendar, so we know when you would like to have a fixed booking. How to do so? Go to 'Calendar' → 'Add calendar' → 'Fixed sitting(s)' > indicate when you want to babysit.

You can also indicate that you would like to babysit on a fixed basis in your personal preferences. Go to 'Profile' > click 'Preferences' > edit your preferences.

I'm too busy at the moment, can I freeze my Angel profile?

Yes, sure! Close your Angel acount for a day, a week or a month. This function in the app is very useful if you are studying, on holiday or having other plans for that time.

How to close your account? Go to 'Calendar' → 'Not available' → select the time frame you wish not to receive booking requests.

Why do we need your preferences?

With the babysitting preferences in your profile you can indicate that you would like to receive certain bookings, such as:

  • Last-minute requests
  • Fixed requests
  • Long booking requests
  • More than two weeks in advance
  • Short booking requests
  • After school requests

This way you will only receive bookings that fit your needs!

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 Charly Cares families outside of the app is not allowed. Charly Cares ensures that you as a Babysitting Angel have the best babysitting job! We do this by matching you with the best babysitting families and ensuring that our Support is always there for you. Our Babysitting App makes babysitting super easy and we ensure it remains available for free for all our Babysitting Angels.

Share with your friends!

Kan ik ook vriend(inn)en uitnodigen om bij Charly Cares op te passen?

Share Charly's love! Nodig jouw vriend(inn)en uit om ook Oppas Angel te worden bij Charly Cares. Ga naar ‘Profiel’ → Klik op ‘Vrienden uitnodigen’ → Deel jouw persoonlijke link met jouw vriend(in). Dit is ook superleuk voor jou, want na zijn/haar eerste oppasdienst ontvang jij tegoed. Dit fijne extraatje wordt uitbetaald bij jouw eerstvolgende oppasdienst. Yay!