How matching works, what to expect, answers to your questions, and a direct line to our team.
How it works
Here's exactly what happens after you join — so there are no surprises.
Add your suburb, children's details, and the type of care you need. The more we know, the better your match.
Our team personally matches you with sitters who fit your family — experience, location, personality. No browsing, no cold messages.
Before anything is confirmed, we introduce you to your matched sitter. You can message them, ask questions, or arrange a meet.
Once you're happy, confirm your booking in the app. We stay close before, during, and after — you're never on your own.
Quick answers
Short answers here — full articles in the Knowledge Base below.
Auckland, Hamilton, Tauranga, Wellington, Christchurch, and surrounding areas — with more cities coming soon.
See all locations →Sitters set their own rates — typically $20–$50/hr. A 20% platform fee applies per booking, covering matching, vetting, insurance, and support.
Full pricing article →Six layers: application review, face-to-face interview, ID check, reference check, NZ Police check, and real onboarding. Only then are they approved.
Full safety article →Often the same day. Timing depends on your area and requirements — we'll always let you know what to expect.
Full article →Your onboarding
A few quick steps between you and your first booking. Most parents are done in under 10 minutes.
Sign up at app.thevillageco.nz — takes about 2 minutes.
Add your suburb, the type of care you need, your availability, and any qualifications you're looking for.
Name, age, interests, and anything useful for your sitter to know. This powers your match.
We'll email you when we've found a great match. Usually same day — we'll let you know if it'll take longer.
Once you're happy with your sitter, book through the app. Full cost shown before you confirm.
Knowledge base
Searchable articles on bookings, pricing, safety, and your account — updated regularly.
How it works, how long matching takes, which cities we're in, what to expect.
Browse articles →How to book, how to cancel or reschedule, last-minute changes, recurring care.
Browse articles →What sitters charge, what the platform fee covers, refunds, and cancellation terms.
Browse articles →How sitters are vetted, insurance coverage, what to do in an emergency.
Browse articles →Get help
Real humans on the other side — not a bot, not a ticket queue.
The fastest way to reach us. We monitor messages throughout the day and aim to reply within a few hours.
Message us →For anything that needs detail — booking issues, billing questions, or anything sensitive. We reply within 1 business day.
support@thevillageco.nz →Need to track an issue or report something? Submit a ticket and follow its progress through to resolution.
Open a ticket →How matching works, what to expect, answers to your questions, and a direct line to our team.
How it works
Here's exactly what happens after you join — so there are no surprises.
Add your suburb, children's details, and the type of care you need. The more we know, the better your match.
Our team personally matches you with sitters who fit your family — experience, location, personality. No browsing, no cold messages.
Before anything is confirmed, we introduce you to your matched sitter. You can message them, ask questions, or arrange a meet.
Once you're happy, confirm your booking in the app. We stay close before, during, and after — you're never on your own.
Quick answers
Short answers here — full articles in the Knowledge Base below.
Auckland, Hamilton, Tauranga, Wellington, Christchurch, and surrounding areas — with more cities coming soon.
See all locations →Sitters set their own rates — typically $20–$50/hr. A 20% platform fee applies per booking, covering matching, vetting, insurance, and support.
Full pricing article →Six layers: application review, face-to-face interview, ID check, reference check, NZ Police check, and real onboarding. Only then are they approved.
Full safety article →Often the same day. Timing depends on your area and requirements — we'll always let you know what to expect.
Full article →Your onboarding
A few quick steps between you and your first booking. Most parents are done in under 10 minutes.
Sign up at app.thevillageco.nz — takes about 2 minutes.
Add your suburb, the type of care you need, your availability, and any qualifications you're looking for.
Name, age, interests, and anything useful for your sitter to know. This powers your match.
We'll email you when we've found a great match. Usually same day — we'll let you know if it'll take longer.
Once you're happy with your sitter, book through the app. Full cost shown before you confirm.
Knowledge base
Searchable articles on bookings, pricing, safety, and your account — updated regularly.
How it works, how long matching takes, which cities we're in, what to expect.
Browse articles →How to book, how to cancel or reschedule, last-minute changes, recurring care.
Browse articles →What sitters charge, what the platform fee covers, refunds, and cancellation terms.
Browse articles →How sitters are vetted, insurance coverage, what to do in an emergency.
Browse articles →Get help
Real humans on the other side — not a bot, not a ticket queue.
The fastest way to reach us. We monitor messages throughout the day and aim to reply within a few hours.
Message us →For anything that needs detail — booking issues, billing questions, or anything sensitive. We reply within 1 business day.
support@thevillageco.nz →Need to track an issue or report something? Submit a ticket and follow its progress through to resolution.
Open a ticket →