FREQUENTLY ASKED QUESTIONS

Booking any of our services is simple! Visit our website, select the service you need, choose your preferred date and time, and complete your booking. You’ll receive a confirmation email with all the details required. As part of our Premium Service, we offer 1:1 support via Zoom or in-person to help you set up your dashboard and complete the onboarding application.

While we don’t arrange in-person meetings prior to booking, each of our team members has a detailed profile, including qualifications, experience, and video introductions. For babysitting and house sitting services, the assigned professional will contact you 24 hours before the appointment to introduce themselves and discuss any specific details regarding your booking.

As per fair work guidelines, the minimum amount of hours is 3 hours.

Yes! All our babysitters, cleaners, house sitters, and pet walkers undergo a rigorous vetting process, including background checks, interviews, and reference validation. For babysitters, we also verify childcare certifications like First Aid and CPR.

Your safety is our top priority. All professionals are thoroughly vetted, and we verify their qualifications. In our app you can see the profile of the carer booked with you, including their name, photo, introduction and introduction video, and our check-in system ensures transparency and accountability for all bookings.

Absolutely! Our platform offers real-time availability for last-minute babysitting, cleaning, house sitting, or pet walking services. While we recommend booking ahead for more options, we are always ready to accommodate urgent needs.

At The Care Collective, we uphold the highest standards for our caregivers. Our team embodies empathy, reliability, and a nurturing spirit, approaching each day with enthusiasm and dedication. Caregiving is not just a job - it’s a passion. Our caregivers blend their warm, caring nature with the required qualifications and a steadfast commitment to health and safety, making them invaluable members of any family.

All of our caregivers are mentored under the guidance of The CEO’s Kat and Issy, whose extensive experience in nannying and parenthood, along with their active leadership, ensures every caregiver meets our gold standard. From tidying the house and handling laundry with ease to planning and preparing nutritious meals, they take the initiative to make your household run smoothly. Whether it’s turning ripe bananas into homemade banana bread or tidying as they go, our caregivers are dedicated to lightening your load, adding warmth, and ensuring your home remains a safe and welcoming haven.

At The Care Collective, we understand that families often have concerns about flexibility, reliability, and safety - but we put those worries to rest from day one. Our service model is highly flexible, adaptable, and dependable, ensuring that families are never left uncertain about their care arrangements. We are solution focused, with multiple contingency plans in place to ensure care is always available, no matter the situation.

Safety is at the core of everything we do, and we’re proud to be recognised as one of Australia’s safest care agencies. Behind the scenes, we continuously uphold the highest safety standards in all aspects of our operations.

Our strong relationships with caregivers, who feel supported and valued, further enhance our ability to deliver exceptional service. Families never have to worry about finding the right fit - we’re committed to working tirelessly until we do, whatever it takes.

We strive to make the experience effortless and stress free for our families. We genuinely care and understand their unique needs, which is why we consistently go above and beyond. Our approach is solution focused, flexible, adaptable, and reliable, with safety as our top priority. We tailor our services to meet the specific needs of each family, avoiding rigid structures. Our goal is to seamlessly integrate as an extension of the family, always prepared to provide a solution, no matter the situation.

Our aim is to consistently provide families with the care they need, particularly during critical moments. In the event that your primary sitter is unavailable due to illness, we will do our best to find you a replacement The Care Collective sitter will be provided. We maintain a strict sick leave policy, which all our sitters are required to follow.

You can pay by card or from your bank account by direct debit. Each booking is charged automatically 24 hours before it starts, or when a carer is allocated to it if that is later. No booking is charged until a carer has been allocated. If we have agreed to bill you weekly, fortnightly or monthly, the bookings in that period are charged 24 hours before the period starts. A direct debit can take up to three business days to clear. A 2% service fee applies to every booking, as set out in our Terms of Service. For babysitting, cleaning, or house sitting services, you can opt to pay for any additional expenses (e.g., pet supplies or children’s activities) directly.

Yes, you can easily reschedule or cancel through your account. If you cancel more than 24 hours before the booking starts, there is nothing to pay, and if you have already been charged for it, the full amount is refunded to your card or bank account. If you cancel within 24 hours of the start time, the full amount for the booking is charged and is not refundable. There is no cancellation charge for a booking that does not yet have a carer allocated. Our Terms of Service set out the full cancellation policy.

There are no hidden costs. A 2% service fee applies to every booking, as set out in our Terms of Service. Bookings are charged before the care is provided. The only charges after a booking are for kilometres travelled with your children and any time worked beyond the booked hours. For services like babysitting or house sitting, if you want the professional to take your children to paid activities or purchase supplies for your pets, please provide them with the necessary funds.

Whether it’s special care instructions for your child, specific cleaning requests, or tailored pet care, you can provide detailed information when booking. Our platform allows you to select professionals with relevant experience to ensure all your needs are met.

Yes, we encourage clients to leave feedback after every booking. Your feedback comes to our office and helps us maintain high standards.

Absolutely! At The Care Collective, communication is of utmost importance. Both our caregivers and our team maintain ongoing, open communication with families throughout the day and whenever needed. Our platform allows parents to stay updated on all the little (and big) moments throughout the day. You’ll receive real-time notifications on your child’s sleep times, bottle intake, meals eaten, nappy changes, toilet times, and more. Whether it’s a quick nap update or a fun photo from their playtime, we ensure you’re always connected and in the loop. Communication is at the heart of what we do, so you can feel confident knowing exactly how your child’s day is going, no matter where you are!

Our babysitters are equipped to care for children of all ages, from newborns to pre-teens. Each sitter’s profile highlights the age groups they specialise in, so you can choose the best match for your family.

Our house sitters offer a range of services, including home maintenance, pet care, and overseeing the property while you’re away. You can customise your house-sitting needs during the booking process to ensure peace of mind.

Our pet walkers provide tailored exercise routines based on your pet’s needs. Whether you have a high energy dog or a more relaxed breed, we ensure they get the right amount of activity and care. Additional requests like feeding or administering medication can also be accommodated.

If you have any questions or concerns, our customer support team is here to help. You can reach us via email, phone, or live chat, and we’ll respond promptly. Contact details are available on our Contact Us Page.