---
title: What do I do if something goes wrong during a booking?
description: Call 111 for emergencies. Contact parents and then report to us.
---

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# What do I do if something goes wrong during a booking?

If something goes wrong during a booking, here is what to do.

In an emergency (injury, fire, immediate danger):

1. Call 111 immediately
2. Follow standard first aid procedures if trained
3. Contact the parent
4. Contact The Village Co: 07 807 9114 or support@thevillageco.nz

For non-emergency issues (child upset, house problem, you feel unsafe):

1. Contact the parent via in-app chat
2. Contact The Village Co — we are available to support you
3. Use the panic button in the app if you feel unsafe

After the booking:  
Report any incident to us as soon as possible at support@thevillageco.nz. Include the booking details and a description of what happened. This is important for insurance purposes.

Every booking is covered by $2 million public liability insurance. Reporting an incident does not automatically mean a claim is made — it creates a record in case one is needed later.

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