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

Top vragen

My babysitter gets the message "Charly Cares is not active in the area".

The babysitter can add your unique code when registering. They will then be able to create a profile, after which you will be able to book them. Therefore make sure that your babysitter has received the code before they want to register.

I want to stop my timer, but I cannot find it anywhere?

Only parents can stop the timer in the app. During a babysitting service, the timer should be immediately visible when you open the app. If not, you can find the timer under 'Chat' in the app.

Angels cannot stop the timer.

I want to make a booking, but I get the message 'almost sent'.

Before you can make a booking, you must have an active membership and link a payment method. After you have done so, you can complete the booking.

My employer is paying, why do I need a membership?

Every parent at Charly Cares needs a membership in order to be able to book. The first month of the flexible membership is free; after the initial month, the monthly costs are always charged to the parent. Contact your employer to check if they have any internal arrangement for that. Both the babysitter and the booking fee are paid using the credit from your employer.

You are responsible for cancelling the membership, which you can do immediately. If you do not cancel the membership in time, the costs for the flexible membership will be charged.

The benefits of a membership:

  • A support team is always available to help with questions and potential problems.
  • The Babysitting Angels are personally screened, including a reference check.
  • From booking to paying the babysitter, everything is arranged in the app.

Why is the cancellation fee not deducted from my credit?

Your employer only pays for the babysitting services that you use in order to be able to work productively. If you cancel a booking less than 24 hours in advance, we charge a €3,50 administration fee. If you cancel a booking 3 hours or less in advance, we charge an administration fee of €3,50 as well as 1 hour for the babysitter. The babysitter counted on the service and no longer has the opportunity to find another babysitting service.

How can I request an invoice for completed bookings?

You can download a PDF per babysitting service under 'Profile' > 'Payments'. You can only do so for an individual babysitting service, not for multiple ones at once.

I live on the edge of a city, can I find a babysitter?

If you live on the edges of our active postcode area, you may not be able to find a screened babysitter. Our advice: post your request to Jobboard. Angels within a radius of 20 km will then be able to see the request. Make your request more attractive by, for example, mentioning in the description that you are willing to pick up and drop off the babysitter, or pay an extra hour to compensate for the longer travel time. This increases the chances of your booking succeeding.

If you live outside our active area, you will not be able to find a babysitter on the platform. You can, however, add your own babysitter, so that you can still book via Charly Cares.

I am looking for an Angel who has a car, can you have a look for us?

Many of our babysitters do not own a car. We also cannot look for a babysitter with a car for you, you will have to do so yourself. When making a booking, mention in the description that you are looking for a babysitter with a car. Also make sure to ask in the chat in our app.

Please note: the car icon indicates that the Babysitting Angel is in possession of a driver's license. It does not mean the Angel has a car.

I am not able to find a babysitter, can you help me?

As a parent, you are in charge of creating your own bookings, we cannot help with that. You will be automatically kept informed of the status of your booking through notifications and emails. For example, if an Angel has accepted the booking or has made an offer through Jobboard, you will be notified of that.

What precautions is Charly Cares taking against the coronavirus?

Check our dedicated page for our general guidelines regarding the coronavirus. It goes without saying that we are closely following the official reports from the RIVM and the GGD.

Charly Cares

How does the matching system work?

Charly Cares has an advanced online system that matches parents with Babysitting Angels. This is based on the following criteria: zip code, availability, languages and specific babysitting experience. In addition, Charly Cares has added a number of innovative features to this matching system, so that a parent can book a babysitter with confidence.

Additional features:

Rating: The average rating after each babysitting service as given by the parent.

Review: A written review after each babysitting service as given by the parent.

Response rating: The average time it takes the Babysitting Angel to respond to a booking request.

Social linking: The babysitter is connected on Facebook or LinkedIn with one of the parent's social friends.

How can I be matched with Babysitting Angels based on language preference?

It is very convenient 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 really is 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 feature 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 each babysitter visit your office?

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

When do you grant 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.

What is the Angel insurance?

Safety is incredibly important within our community, which is why a Charly Cares Babysitting Angel will have an Angel liability insurance. Through these, the Angel is insured for liability damage sustained during the babysitting service. Read more >

Is a Babysitting Angel insured for damage?

Damage sustained during a babysitting service is often not covered by a regular liability insurance (WA insurance). That is why the Angel liability insurance is a valuable addition both for parents and Angels. Through it, the Babysitting Angel is insured for damage sustained during a Charly Cares babysitting service and you can leave the house comfortably.

Read more about the Angel insurance >

What should I do if the Angel is liable for damage sustained during a babysitting service?

In that case, the Babysitting Angel is required to contact the Charly Cares Support Team. They will send the Angel an email granting her access to a digital claim form from insurer ''Alicia Insurance''. After the Angel has fully filled in the form and sent it, the insurer will contact the Angel as soon as possible to settle the damage. The further settlement of the damage will go fully through insurer ''Alicia Insurance''.

More on the Angel liability insurance >

Wat are the costs of the liability insurance?

Of course, we aim to keep the costs of the Angel liability insurance as low as possible. The costs will be charged to the parent. We will charge €0,095 per hourper babysitting service on behalf of insurer ''Alicia Insurance''.

In which cities is Charly Cares available?

Charly Cares is available 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 en Ouderkerk aan de Amstel

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 Meern en Vleuten

The Babysitting 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. Restart the app

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 on +31(0)20 - 210 23 23 or send an email to info@charlycares.com. We are here to help!

Why am I not receiving any emails or push notifications?

You can turn on the push notifications in the settings of your phone.

iOS/iPhone:

1.Go to your settings on your phone.

2.Go to notifications.

3.Search for the Charly Cares App.

4.Turn on notifications.

Android:

1.Go to your settings on your phone.

2.Go to apps.

3.Search for the Charly Cares App.

4.Go to notifications and switch the button on.

5.Not working for you? Empty your cache and delete the Charly Cares App. Download the app again.

Still having problems with receiving emails or still not getting any push notifications? Contact our Support Team on +31(0)20 - 210 23 23.

Membership

Which membership fits my babysitting needs best?

- Basic is the best option when you use the app less than 1x per month. The costs are €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. The costs are €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. The costs are €25,- per month + the Angel’s hourly rate with no extra costs per babysitting service.

Can I try out Charly Cares first?

Do you first want to know for sure if Charly Cares suits you and your family? Then you can try us for one month for free. You do not pay any membership costs, only the booking costs per booking.

Can I switch memberships?

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

How do I cancel my membership?

Aw! We hate to see you go, but you can cancel your membership at any time. Go to profile → cancel your membership. Here, you will also be able to see for how long your membership is still valid, so that you know for how long you can continue to use our Babysitting Service before your membership expires. Please leave your reasons for cancelling the membership and help us improve our Babysitting App.

Which membership is best to choose with a fixed babysitting need?

Do you need a Babysitting Angel every week? For € 25 per month, you have a unlimited use of our fixed babysitting services, but also the last-minute nights out. You also benefit from all the benefits of Charly Cares; 24/7 doctor helpline, the Angel liability insurance and personal support. You can find more information about babysitting rates here

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 (less than 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 mostly with students, who have a changing (school)schedule. They often cannot commit to a period longer than 12 weeks. Of course, you can book your Babysitting Angel again when she is still available after the initial 12 weeks.

Can I meet the Babysitting Angel beforehand?

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

How do you know for sure that the Babysitting Angel is reliable?

Trustworthiness is number one at Charly Cares. Before our Babysitting Angels get to work for us, they are extensively screened at one of our screening locations. During the interview, their background and babysitting experience is discussed. Babysitting experience is required, the Babysitting Angel has to provide two references.

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 you cancel 24 hours to 3 hours in advance, a €3,50 cancellation fee will be charged. When you cancel less than 3 hours in advance, we will charge 1 hour day or night rate + €3,50 cancellation 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.

How do the counter offers in fixed bookings work?

When you send an invitation for a fixed booking to an Angel, she can accept or decline the booking. If she accepts de booking, she will commit to all days. Sometimes an Angel really loves to babysit, but she is unable to attend all bookings. In this case she can send you a counteroffer in which you will see the days she can come. You need to accept or decline this offer. This way, you will be sure of a number of bookings with the same person.

What is the Job Finder?

When your booking has been open for a little while, it will become visible for other babysit Angels in your area that have a match with your profile. They can offer them selves to the booking and you need to accept or decline their job offer. This applies to fixed bookings as well. You can see their profiles in the booking and see if there's a good match. If your Angels didn't respond to the invitation yet, the Job Finder can give you the certainty of a babysitter!

Are there steps I as a parent can take to make sure the booking succeeds?

Angels can be quite nervous when going to a new babysitting address for the first time. They decide based on your profile whether or not they want to babysit. So, view your family profile as a sort of warm business card for your family and make sure it is up to date, including a fun photo and an informative bio, so that Angels know what to expect. You’ll see that your bookings will get accepted much more quickly simply by taking these easy steps.

What exactly is an after-school Babysitting Angel?

A Charly Cares after-school babysitter picks the children up from school (possibly with the car, if it is available). When back home, the babysitter helps the children with homework, plays games with them, and brings them to sports or music practice. In addition, an after-school babysitter really becomes part of the household and helps out with light household chores, such as cooking. You can book this babysitter on a weekly basis, for 12 consecutive weeks. If it is agreeable to both sides, then you can of course extend your booking.

Can I book a Babysitting Angel for pre-school care?

You can book an Angel for any time of the day, even to arrange for pre-school care. The Angel ensures the kids are ready for school, makes breakfast, and takes them to school. Everything to make sure you can leave comfortably and on time.

Credit & gift codes

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

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

Where can I enter a gift code?

Go to profile. Under credit and gift codes, you can 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 expiration date is not mentioned, then the gift code expires one year after the date it was issued. In addition, gift codes can only be used once.

What are the terms and conditions of the Babysitter Gift Card?

The Gift Card is only valid in the Netherlands for purchasing babysitting credit. The babysitting credit can be issued through the Charly Cares Babysitting App or www.charlycares.com for the (partial) payment of a Babysitting Angel, until the card’s credit has been used up and/or until 1 years after the date of issue of the card. The issue date is the date that the Gift Card has been sent by email or as part of the Gift Card package.

After the expiry date, the Gift Card can no longer be extended or used. Any unused balance cannot be claimed. The balance of the Gift Card will not be paid out and cannot be exchanged for money. The Gift Card is a bearer payment method.

Only the holder is in custody of the Gift Card. The Gift Card will not be replaced in the event of theft, loss, or damage. When purchasing/using the Gift Card, you fully agree to the terms and conditions which were made known to the customer with the purchase of the Gift Card and can also be viewed on www.charlycares.com.

Can I have the Babysitter Gift Card sent to someone?

You can have the Gift Card sent to someone directly by post. So that your gift is immediately delivered to the right recipient. Make sure to enter a delivery address that's different from the billing address during the order process.

When will I receive the Babysitter Gift Card?

After ordering a digital Babysitter Gift Card, you’ll receive it immediately in your inbox. Have you chosen the real Babysitter Gift Card? In that case, you’ll receive it at home in four days.

What is the minimum order value of a Babysitter Gift Card?

The minimum orde value of a Babysitter Gift card is €10,-. The maximum value that can be put on the card is €500,-.

How long is the Babysitter Gift Card valid for?

The Gift Card is valid for 1 year after the date of issue. The date of issue is the date that the Babysitter Gift Card has been sent by either email or post. After the expiry date, the gift card can no longer be used or extended.

Does the balance of the Babysitter Gift Card have to be spent in one go?

Parents can use the Babysitter Gift Card multiple time. The total balance of the gift card does not have to be spent in one go. If there is any credit left after a booking, it will automatically remain on the Gift Card.

Payments

What are the costs of a babysitting service?

The costs of one booking depend on the hourly rate of the babysitter. The rate varies between €5 and €11 per hour. Depending on your membership, you will also pay the following costs per booking in addition to 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 can stop the timer and the payment will be created and deducted from your account within a two working days. No more hassle with cash!

Okay! How does the timer work?

The babysitting duration is monitored by a timer. The timer starts automatically at the start time. When you return home you will be able to stop the timer. After the timer has been 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 have 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.

Organisations

Can I arrange a babysitter for my employees?

Yes, you can! You can buy babysitting credit weekly or monthly. You employees can use this to book a trustworthy babysitter. They can do so with ease in a couple of minutes through our Babysitting App.

How do I buy babysitting credit for my employees?

You can buy it monthly or weekly. You will then receive a weekly overview of all ended and scheduled babysitting services. Still have babysitting credit left at the end of the month? We’ll simply refund it.

Do my employees need a Charly Cares membership?

Before your employees can book a Babysitting Angel, they need a membership. They can choose between 3 memberships. Based on their babysitting needs, they can choose the membership that fits them best. The employer pays for the monthly membership.

My employees already have a Charly Cares membership, can they continue using their current account?

Your employees will be able to activate their business account from their private one.

Step 1: Activate your business account
In the menu, go to 'Profile' and open your business account.

Step 2: Register the business email address
Enter your business email address (eg. @charlycares.com), agree to the terms and conditions, and click 'Activate the business account'.

Step 3: Verify email with activation code
You will receive a 4 digit code in your business email. Enter the code in your business account for confirmation. From then on, you will be able to book and pay for both private as well as business babysitting services. Choose per babysitting service whether you or your employer pays.

Your employees will need to create a new, business account using their business email address. They cannot transfer their current account. However, they can continue to use this account for private bookings.

How do employees pay the babysitter for business use?

During the babysitting service, a babysitting timer will run in the app. The timer starts automatically at the start time of the booking and needs to be stopped by the parent at the end of the babysitting service.

Step 1: End babysitting service
Want to end the babysitting service? Simply stop the babysitting timer in the app.

Step 2: Pay the babysitter for private or business purposes
You will then have to decide who pays for the babysitting service. If you have agreed that your employer pays, choose the option: Your employer. The details of the babysitting service will then be shared with the employer.

Does it concern a private babysitting service? Then choose: I am. In that case, the amount will be debited from your own bank account.

Will the babysitting credit be considered wages for my employees?

If there is room under the WKR (work-related costs scheme) and if the conditions for using the WKR are met, then you can designate it as ‘eindheffingsloon’. As a result, you can reimburse your employees tax-free and the babysitting credit will possibly not be considered wages. If there is no room under the WKR, then it could be that the babysitting credit is considered as (extra) wages and the usual wage costs will have to be paid. We advise you check with your financial department, or an external administrator or tax specialist.

Can my employees continue to book a babysitter through Charly Cares once I stop this arrangement?

Yes, they can continue booking a babysitter. The costs will then be for the employee, and will be deducted from the bank account connected to the employee’s account.

Is Charly Cares Business available everywhere in the Netherlands?

Yes! As an employer, you can support every employee with a company babysitter. Charly Cares is active in 57 places across the Netherlands. Employees who do not live in any of those can easily add their current babysitter to our platform.

Kunnen mijn werkgevers hun eigen oppas boeken?

Via onze app kunnen jouw werknemers hun eigen oppas uitnodigen voor ons platform. Ook als we niet actief zijn in de woonplaats van de werknemer, kan hij of zij op deze manier toch gebruik maken van onze service.

Stap 1: Nodig eigen oppas uit
Ga in het menu naar Profiel en vervolgens naar Eigen oppas uitnodigen

Stap 2: Uitnodiging versturen aan je oppas
Deel of kopieer de link met de oppas via sms, whatsapp of e-mail. Hiermee kan de oppas zich registeren in de app. Is de aanmelding voltooid, dan wordt de oppas automatisch aan jouw profiel gekoppeld en kun je direct boeken en uitbetalen.

I am unable to add my own babysitter, what can I do?

We maintain a minimum age of 16 years to be able to babysit through Charly Cares. When adding your own babysitter, our system applies this automatically. If your own babysitter is not yet 16 years old, the registration will not work. In order for the babysitter to register successfully, your babysitter has to fill in a year of birth with a minimum age of 16 years.