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

Information about 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.

In which cities does Charly Cares operates?

Charly Cares operates in Amsterdam/Amstelveen, Haarlem, The Hague and Utrecht. We are working hard to launch our services in other cities in the Netherlands. Mail us your email and city via info@charlycares.com, so we can inform you when we launch in your (nearby) city.

Who are the 'Babysitting Angels'?

That is how we name our babysitters. The Babysitting Angels are students or recent graduates and they live in one of the cities where we operate. They are personally screened, well educated, social with children, reliable and flexible.

 


Why do I need to add a photo and family description?

1. Our Angels are looking forward to see the family where they have to babysit. A nice family description helps them to get an impression of the family.

2. From experience we have learned that a complete profile is accepted much faster by Angels!

How does the online matching work?

Our advanced Babysitting App matches parents with babysitters in their neighborhood. The matching is based on criteria such as postal code, availability, languages and specific experience with babies. In addition, Charly Cares has a number of innovative applications built in the matching system, that way our parents can book a suitable babysitter.

Additional applications

  • Rating: the average score given by the parent after each babysitting service
  • Review: a written review by the parent after each babysitting service
  • Response Rating: a babysitter’s average speed of responding to a booking request
  • Social Linking: shows that the babysitter has already babysat at one of your Facebook or LinkedIn connections.

How can I register as a parent?

To use our Babysitting App you must create an account. Register with your email address and password. After registration, fill in your personal profile as detailed as possible. Fill in the name(s) and address(es) of the (both) parent(s), information about the family composition and additional information related to your family.

What will happen in case of any damages?

The Babysitting Angels and families must be insured for damage resulting from the babysitting service. The Angels are obliged to have a liability insurance for individuals (private). In case of damage, please contact our Customer Service within 24 hours on (020) 210 2323.


How do I rate a babysitter after a babysitting service?

The Charly Cares Babysitting App is all about ratings and reviews. With good ratings and reviews the Angels will receive more booking requests. This way we can link you with the best babysitter(s). That is why we appreciate your honest feedback after every babysitting service.

What will happen when I am not satisfied with the booked babysitter?

Always give the babysitter an honest review after each babysitting service. When the review is negative, we will immediately contact the family and the concerned babysitter. If we are questioning/doubting the functioning of the Angel, we will remove them from the platform.

The app

Solutions to problems with the App (iOS & Android)

What will happen in case of any damages?

The Babysitting Angels and families must be insured for damage resulting from the babysitting service. The Angels are obliged to have a liability insurance for individuals (private). In case of damage, please contact our Customer Service within 24 hours on (020) 210 2323.

How can I log in to my profile?

Go to our website and you will see in the top right corner the button ‘Login’. Click on the button and select ‘I am a babysitter’ or ‘I am a parent’. Enter your email address and password. If you have any problems with logging in, please contact us via xander@charlycares.com or (020) 210 23 23.

The app crashes and/or it shows an error, now what?

Try to restart our Babysitting App:
1. Press 2 times on the home button and swipe the Charly Cares app away.
2. Then restart the app again.

If the restart does not work:
1. Remove the app completely.
2. Download the app again from the App Store / Google Play store.

If this also fails, please contact Charly Cares viainfo@charlycares.com

My web application does not run or gets stuck

The web application is the platform for desk-/laptop.
1. Check the internet connection!

2. Try to refresh the page/refresh:
In most browsers next to the URL (www.charlycares.com) there is a revolving dart. Press this icon and the page will be updated/refreshed.

3. When refreshing/reloading fails:
1. Shut down the web application by pressing the button ‘log out’.
2. Re-open it in the web application and log in again.

If this also fails, contact Charly Cares viainfo@charlycares.com

I only see a white screen on the app

When the app does not react, try these three steps:

Step 1. No internet or slow internet:
a. Close the app and then restart it.
b. Wait at least 90 seconds to test whether the cause is slow internet.
c. When it all fails -> go to Step 2 or Step 3.

Step 2. Try to start the app again:
a. Press 2 times on the home button and swipe the Charly Cares app away.
b. Then restart the app again.

Step 3. If the restart does not work:
a. Remove the app completely
b. Download the app again from the App Store / Google Play Store

If this also fails, contact Charly Cares via info@charlycares.com.

I do not receive emails anymore

Check if your email address is written correctly or that you receive our emails in your ‘junk/spam mailbox’. In all cases we recommend that you contact us via info@charlycares.com.

Booking

Information about the booking requests, cancellation and how to make or change a booking

How do I make a booking?

  1. Log onto your personal page and go to ‘Book an Angel’Select the date and time when you need a babysitter. 
  2. The system will show you a selection of available Babysitting Angels. 
  3. This selection is based on availability, social matching, best rate, rate.Select up to 3 babysitters (5 for a last minute booking) Send your request to them when you are finished.  
  4. The system will send a booking request to the selected Angels and you will be notified instantly when the booking request is accepted by one of them

Can I book a babysitter on short term?

Absolutely! You can book a Babysitter Angel up to 3 hours beforehand. Keep in mind that with last minute requests your favorite babysitter may not be available. Charly Cares will reserve our Standby Angels on the weekends or with busy events, so it will offer parents more security.

Can I select more babysitters at once?

We advice you in cases of last minute requests to select a maximum of 5 Angels. The first Angel to accept your request, will have the booking. You will receive a confirmation via email.


 

How does the timer work?

  1. Stop the timer by logging into the app
  2. Check the begin- and endtime. It is possible to change the date and time, please do this in consultation with the Angel and make sure the total amount is correct.
  3. Give the Angel a rating (1 being unsatifactory and 5 being excellent). Click on  ‘Agree and pay’.
  4. The Angel will be paid immediately.

How do I book my favorite babysitter?

when you want to book a babysitter, the system will check the availability of your favorite Babysitter Angel first.

Why do I have to add a description to my booking?

1. Our Angels love to know more about the Babysitting Service.

2. Bookings with a description will be accepted faster and more often.

Can I make a booking without using the Babysitting App?

It's important that we receive a rating and review after every babysitting service, this only when bookings are made through the Charly Cares App. It's not a problem when you approach Babysitting Angels via WhatsApp, but make sure the bookings are always through the app.

When we notice that a babysitter of Charly Cares babysits without seeing the bookings in our system, the babysitter will no longer be able to babysit via Charly Cares and will receive a fine of €500,-.

Change booking

Information about changing or cancelling bookings and how to view your (upcoming) bookings

How can I cancel a booking as a parent and what are the cancellation costs?

As a parent you can cancel a booking the following way:  go to ‘my bookings’ and click on the booking that you want to cancel.

Then click on the button ‘cancel booking’ and the booking will be cancelled. The Babysitter Angel will automatically be notified about the cancellation.

The cancellation costs are: 

  • Until 24 hours before the start of the babysitter service  >  free of charge
  • 24 hours to 3 hours before the start of the babysitter service  >  only cancellation fee of € 3,50 
  • 3 hour before the start of the babysitter service  >  1 uur * + cancellation fee of € 3,50**

Can I cancel a booking as an Angel?

You can only cancel a booking in exceptional cases,  like illness or another serious event.

Do not contact the parent first, but please contact Charly Cares on tel. 020 210 23 23 so that we can arrange a replacement. Charly Cares will cancel the booking for you and notify the parent.

In addition, inform the parent that you can not babysit through the Chat. Do this after you have contacted Charly Cares.

What if the babysitter service takes longer or shorter than planned?

The minimum number of hours for a booking is 3 hours. The booked babysitter service is an indication of the time for the babysitter. The babysitter timer / time notification starts automatically from the (earlier) posted starting time. The babysitting service is terminated from the moment the parent turns off the babysitter timer. The babysit service may start earlier or later in practice, the start/end time can be changed at the end of the babysit service.

NOTE FOR THE PARENTS: If you already know from the beginning of the babysit service that it is going to last longer or shorter than expected, discuss this in advance and in consultation with the booked Angel.

Moreover, it is possible that the Angel is already booked for another booking or has a private appointment on that day, so they cannot stay longer. Make sure you take the time to give instructions to the Angel before the service starts.

Payments

Costs per babysitting service & cancellation, payment information and other costs

How much does Charly Cares cost?

For more information about the costs and fees, click here.

How much does a babysitting services cost?

The cost depends on the hourly rate of the Babysitting Angel. Differing day or evening. The babysitters decides their own rate between € 5,- and € 11,- per hour excl. possibly fee of Charly Cares 


Are the hourly rates of the Angels increased during holidays?

During holidays or busy days where many parents book a Babysitter Angel, the hourly rates of the Angels can change. 

How do I pay the sitter?

The babysitter service ends only by exactly completing the following steps:


Step 1 The babysitter service will be completed in consultation/agreement with/of the babysitter upon returning home.

Step 2 Stop the babysitter timer by logging onto the app. Press the ‘STOP TIMER’ button (this can be done on a smartphone, tablet, laptop or desktop).

Step 3 The start- and/or end time can be changed in mutual agreement with the babysitter, for instance when the babysitter service started later or earlier.

Step 4 Evaluate the Babysitting Angel on the basis of reasonableness and fairness. The evaluation is objective and based on demonstrable facts → The user can evaluate the babysitter with 0 to 5 stars (babysitter service: 0 = unsatisfactory, 5 = excellent). It is also possible to write a review about the Babysitting Angel. Your rating and review can help other parents in their choices!

Step 5 Click on the ‘Agree and pay’ button to pay the Angel. The payment will automatically be put in motion.

NOTE: the total amount does not include transaction costs. The amount of the transaction is dependent on the “Membership” that you have selected.

Which payment options do you offer?

At this moment you can pay directly debit via iDEAL, Mastercard and SEPA. The payment goes through Adyen, our payment service provider. Adyen makes it possible for you to pay online after every babysitter service.

Is VAT included in the price?

Under the use of the Settlement services at Home the customers as well as the helpers need to be private. The babysitter does not pay VAT on the babysitter services, which falls under the Settlement. In this case the parents do not pay any VAT on the babysitter service as well.

When does the day and / or night rate starts?

The day rate starts at 07:00 AM and ends at 07:00 PM. The night rate starts at 07:00 PM and ends the next morning at 7:00 AM.

What are the cancellation fees of a babysitter service?

  • Until 24 hours before the start of the babysitter service  >  free of charge
  • 24 hours to 3 hours before the start of the babysitter service  >  only cancellation fee of € 3,50
  • 3 hour before the start of the babysitter service  >  1 uur * + cancellation fee of € 3,50**

Membership & Promotions

Information about your membership, discounts, credits and how to refer a friend to Charly Cares.

How can I terminate my membership?

Log into your account > go to payments > your membership > click on change membership > edit and select here ‘cancel membership’. Please keep in mind that Charly Cares applies a cancellation period.

Does Charly Cares apply a cancellation period?

The membership is monthly terminable. Charly Cares does apply a cancellation period of one month. You can also change your membership to single booking or completely terminate your membership.

How can I get babysitting credits when I referred a friend to Charly Cares?

When you invite people via Charly Cares you and the people you invite, can earn babysitting credits to use for a booking. 

Invite friends on Charly Cares 

To earn babysitting credits you can go to your dashboard in your account. Via the refer a friend you can send a link to your friends. When friends click on the link, they will receive the babysitting credits automatically on their first booking via Charly Cares. The credits will automatically showed on their membership page of a possible booking. 

When your friend complete his or her first booking, you will get babysitting credits for your own bookings via Charly Cares. You can earn €2000,- babysitting credits in total.

Read more in user agreement.

Use your babysitting credits 

Your available babysitting credits will be appear automatically in your membership page. When your babysitting credits doesn't added automatically to a booking, it means that you can't use this babysitting credits on this booking. Or it will mean that your friend hasn't book or completed the booking yet. 

Babysitting credits can't be used with bookings that are already paid. But they are available and will be added with your next booking. Babysitting credits will expire after a year (starts at when the babysitter credits are given) or when there is another date noted. The credits can only be used once, also when you cancel a booking where you added the credits. 

Where do I enter my discount code?

When you sign yourself up you can enter the code under the section ‘discount code’. When you do this correctly, you will see the code appearing and it will be immediately active.

When will the credit apply?

After you entered your personal code, the credit will be apply by the following babysitting service.

What is the difference between a discount code and credits?

Discount code is applicable to your membership. You can either get a discount on your membership or single booking.

Credits are applicable to the babysitting service. A credit lessen the total amount at the end of the babysitting service.

Fixed babysitter

All your questions about fixed babysitters via Charly Cares.

How can I book a fixed babysitter with the Babysitting App?

1. Choose your desired time block and the number of repetitions (for example, the next 4 mondays from 15:00 - 18:00).

2. Select 3 to a maximum of 5 Babysitting Angels and send your request to them.

3. The Angel who accepts the request first gets the booking.

Can I meet the babysitter beforehand?

As a parent you make a selection of five Angels that you think they fit with your family. You can do this based on the profile and rating or review of the Babysitting Angel. 

Shortly after you can contact the Angel who has accepted your booking as soon as possible via chat. We advise to make a (short) booking for introduction and a briefing. Additionally, it would be a good idea to meet the new babysitter, so your kid(s) get used to the babysitter.

What should I do in case of illness or a last-minute cancellation?

As an Angel, you can only cancel a booking with high exceptions such as illness or family circumstances. This must take place at least 24 hours before the babysitting service begins, as follows:

The Angel does not contact the parents and expires the cancellation process via Charly Cares.
De Angel calls +31 (0)20 210 23 23 to cancel the booking. The booking has only been canceled after confirmation from one of our employees.
Charly Cares contacts the parents and, if necessary, arranges a (Last-minute) Babysitting Angel.

What if a babysitter has given commitment to 8 repetitions, but is not able to come anymore?

The babysitter agreement is concluded between the parent and the babysitter. If this agreement is terminated by the babysitter, Charly Cares may decide to remove the babysitter from the platform, as indicated in the standarts of conduct

Charly Cares helps parents with finding a solution and they will together assess the behaviour of the Babysitting Angel. The parents give the Babysitting Angel in particular a rating and review

Can I negotiate the Angel's hourly rate for repeated bookings?

Charly Cares discourages parents from negotiating the hourly rate of the babysitter. If you think the hourly rate of the babysitter is too high, you can choose to find another babysitter with a lower hourly rate.

Can I cancel or change a fixed booking?

If the request is accepted, the bookings will be shown in "My Bookings" by timeframe.

Cancel: Would you like to cancel one booking? Then you can click 'My Bookings' in 'Cancel Bookings.' Read more about the cancellation fee.

Change: Use the chat function with the Angel in particular to change the start time or end time of one booking. In the Babysitting Timer you can change the start time and end time after the babysitting service. It's important to discuss this with the Babysitting Angel!

Can I get a childcare allowance for a fixed babysitter via Charly Cares?

No

Under the Settlement house services, both customers and helpers must be private. The babysitter does not pay VAT for the babysitter service, which is covered by the Settlement house services. In this case, the parent does not pay VAT for the babysitting service.

Become a Babysitting Angel

Sign up and read more about babysitting jobs through Charly Cares.

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

To babysit through Charly Cares you have to be at least 16 years old.

Heb ik oppaservaring nodig om Angel te worden?

Yes! All our Babysitting Angels must have previous babysitting experience and provide the reference details of families they have been a babysitter for before.

How do I become a babysitting Angel?

Download our Charly Cares app or sign up through our website. After having signed up, you can plan an appointment at one of the locations at a moment that suits you.

And what will the screening look like?

First, book an appointment for a screening at our office in your neighbourhood. During the conversation, we will ask about your babysitting experience, you will get some information about the system and we will take a picture for your Angel Profile. The interview will last a maximum of 30 minutes. See you soon!

What should I bring to the interview?

Bring your ID card/passport, bankcard and the contact details of your references.

I have had the interview. What’s next?

After the interview, we will check your reference. When those are in order, you are part of the Angels Club! Complete your profile by adding a description, personal video and enter your calendar. Starting now, you can get to work as a Babysitting Angel!

Hourly rates

How much will I earn as a Babysitting Angel?

During the interview, we will set your day and night rate, based on your age and experience. The rate varies from €5,- to €11,- per hour. You will see your current rate in your profile in the app.

Will I keep on earning the same during my time as a babysitter?

You can also increase your rate yourself by fulfilling Your Angels ScoresKeep track of your score on your dashboard. When the following scores have been completed, your rate will be increased by €0,25 per score. Easy, right?!

  • Responsescore
  • Bookings
  • Reviews
  • Angel Video

Will anything be deducted from my hourly rate?

Yes, but no worries! Charly Cares receives a 3% fee over your hourly rate. An example: you babysit for a total of €30,- Charly Cares will keep the amount of €0,90.

Betaal ik belasting over mijn oppas verdiensten en hoe zit het met loonheffingskorting?

Voor de zekerheid is het handig om al je verdiensten altijd aan de belastingdienst door te geven. Dit ook aangezien het per situatie verschilt wat voor jou van toepassing is. Indien je meer dan €6000 in een jaar hebt verdient met oppassen, dien je sowieso belasting te betalen.

Moet ik mijn oppasverdiensten opgeven aan de belastingdienst?

Ja, je moet wel je oppasverdiensten over het hele jaar opgeven aan de belastingdienst, bij “opbrengsten uit overig werk”. Hier vind je meer informatie.

Babysitting

Does it matter how often I am available?

No, to us it does not matter how often you are available as a Babysitting Angel, it is entirely up to you so there is no minimum amount of hours you have to meet. It is, however, important to keep your calendar up to date so you cannot get booked for moments you are unavailable. You can also block your calendar for a longer period.

Do I also have to babysit on the other side of the city?

No, the system matches by zip code. That way, you will mostly babysit for families in your neighbourhood!

How will parents pay me after each babysitting service?

During each babysitting service, a timer will automatically start running in the app for both the parents and you. When they come home, the parent will stop the timer and the payment will be automatically created, you will get paid within 4 work days.

Bookings

When will I receive a booking?

You receive a booking when a parent picks you from the results that have been found for their request. The search is based on age, hourly rate, distance and, of course, the date and time the parent needs a Babysitting Angel.

If your calendar is open for this moment and you match the other search criteria, you will appear as a result. When the parent then picks you, you will receive a booking request.

How far ahead can I expect a booking when I am available?

Parents can create a booking up until 3 hours in advance and pick you as an Angel if you are available. Has something come up last minute and you are no longer available? Use the Non-Active option. Make sure your calendar is always as up-to-date as possible.

How fast should I respond to a booking?

Always respond as quickly as possible - but within a maximum of 12 hours after receiving the booking. This means you accept the booking if you can and want to babysit. If this is not the case, you decline the booking. Always respond, so the parent knows if they can count on their favourite Babysitting Angel. Besides that, it also increases your reactionscore so you will appear higher in the search results.

I’m not yet sure if I can fulfill a booking. What to do?

Decline the booking if you are not sure if you will be able to make it.


Can I search for babysitting requests myself?

Yes! There is a function in the app called “Jobfinder”. You can find it under bookings and it shows pending babysitting requests in your neighbourhood. Be careful! For this function, only your hourly rate and distance are taken into account, not the availability as indicated in your calendar.

Can I cancel a booking I have already accepted?

Cancelling a booking is only possible in very rare situations, for example when you are ill or because of special circumstances. Want to cancel a booking? Call us as soon as possible on +31(0)20 - 210 23 23. The sooner you call, the higher the chance we can find a replacement!


Is it mandatory for parents to give me a rating?

Yes! Each parent will give you a rating of 1 to 5 stars after each babysitting service. Your average rating will be visible in your profile. A written review is optional, but feel free to ask the parent for one at the end of the babysitting service. This gives quite a boost to your profile and helps convince other parents that you are the best Babysitting Angel!

Can I accept bookings outside the Charly Cares App

Charly Cares provides nice families from your own neighbourhood and they can easily pay you - therefore we expect commitment from your side as Babysitting Angel. Besides it is very important that we receive a rating and review after every babysitting service, this is only possible when you babysit via the Charly Cares App. It's absolutely no problem when our parents approach you via WhatsApp, but make sure they always book you via the Charly Cares App. 

When we notice you are babysitting at Charly Cares families without bookings via the system, you will no longer be able to babysit via Charly Cares and you will receive a fine of €500,-.

How do we prevent this? 
1. Attend the parent about the fact that he/she is responsible for making the booking. 
2. When a parent is unexpectedly unable to add the booking, please call +31 (0)20 2102323 and we will place the booking in the system. 

Calendar

Why is filling in my calendar so important?

Filling in your calendar is very important because parents use this availability to pick a Babysitting Angel. When your availability is incorrect, you will receive bookings you’d rather not and the parent will be disappointed that you are not available to babysit. In this situation, nobody is happy!

How do I fill in my calendar?

Piece of cake! Go to calendar > press add > under 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 fixed sport nights, vacations and exam periods.
  • Update your calendar at least once a week, for example to add weekend plans.

Can I block my calendar for a (longer) period?

Of course! With Charly Cares, you only work when you can and want to! Go to calendar > add > under not available, go to the date starting from which you are no longer available > pick lasts all day until the day you are available again. Voila!

How do I change an unavailable moment to available?

No problem! You can remove anything from your calendar with ease. Click remove for the moment it concerns.

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. So, don’t have any plans for Friday night? Put yourself on Standby! You will get booked much more quickly by parents.

When you are on Standby, you are not intended to decline any booking requests you receive for that moment. Change of plans? Remove the Standby option from your calendar!

When can I be on Standby?

The Standby moments have been designed around the weekend, as that is when many last-minute Babysitting Angels are usually needed. The specific moments you can active it are:

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

I would like to babysit last minute! How do I put myself on Standby?

Our guardian angel! Go to calendar > add > press Be a Standby Angel. Here, you can select the moment you would like to be Standby.

Can I babysit for fixed moments in the week?

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 > fixed babysitting moments > indicate when you want to babysit.

I don’t want to receive any bookings for a short period of time, is this possible?

Yes, you can temporarily deactivate your profile. Here, you can indicate if you do not want to receive any bookings for the next 3, 6 or 9 hours. Super useful for when you have a day of classes or other obligations! How? Go to calendar > unavailable > choose the time frame for which you don’t want to receive any bookings.

Psss, indicate your babysitting preferences in the app so we can match even better!

Under babysitting preferences in your profile, you can indicate when you do not wish to receive certain bookings, such as:

  • I want to receive last minute bookings
  • I do not want fixed bookings
  • I do not want bookings that last for more than 6 hours
  • I do not want requests for babysitting services in more than 2 weeks
  • I do not want to babysit for less than 3 hours

This way, you only receive bookings that match your wishes!