Effective Date: July 2024
Last Updated: September 2026
1. Acceptance of Terms
These Terms of Service (“Terms”) govern your access to and use of The Village Co.’s website, applications, and related services (collectively, the “Platform”). By accessing or using the Platform, creating an account, or booking services, you agree to be bound by these Terms.
2. Marketplace Role – Independent Caregivers
The Village Co. operates an online marketplace connecting parents and guardians (“Families”) with independent babysitters and caregivers (“Caregivers”). The Village Co. does not provide childcare services and does not employ, supervise, or control Caregivers. Caregivers operate as independent contractors.
3. Eligibility & Accounts
Users must provide accurate information and maintain the confidentiality of login credentials. The Village Co. may suspend or terminate accounts for inaccurate information or breaches of these Terms.
4. Fees, Commission & Payment Processing
Service fee. The Village Co. charges Families a service fee, calculated as a percentage of the caregiver's rate and added to the booking total. The full price, including the service fee, is shown before a Family confirms a booking.
Caregivers receive their full rate. The service fee is charged to the Family in addition to the caregiver's rate. It is not deducted from the caregiver. A caregiver receives 100% of their hourly rate for the hours booked.
Reduced service fees. A reduced service fee may apply where a Family has a valid Village for Work code from a partner employer, or where a booking is made through a partner venue. The applicable rate is shown before confirmation and is fixed at the time the booking is requested. Reduced fees affect only the service fee. A caregiver's rate and payout are unaffected.
When payment is taken. A Family's payment method is stored when a booking is requested. No payment is taken until a caregiver accepts. If a caregiver declines, or does not respond within the acceptance window, nothing is charged.
Payment processing. Payments are processed by Stripe. The Village Co. does not store card details.
Payouts. A caregiver's payout is released after the sit is completed and a short confirmation period has passed (currently 12 hours). Once released, funds are transferred through Stripe and typically arrive in the caregiver's account within three (3) working days, subject to normal banking timeframes. Payouts may be held where an issue has been raised, a payment is disputed, or a chargeback is received.
5. Discounts, Codes & Account Credit
Promotional codes. From time to time we may issue promotional codes giving a discount on a booking. A code may be limited in time, in number of uses, or to one use per Family. Discounts apply to the booking total and reduce the service fee we receive — a caregiver's rate and payout are never affected by a discount.
Referral credit. Families may share a referral code. The referred Family receives credit against their first booking. The referring Family receives credit once the referred Family has completed their first booking.
How credit works. Account credit is applied automatically to the next booking. It has no cash value, cannot be transferred or withdrawn, and is not refundable. Where credit has been applied to a booking that is later cancelled, credit is returned to the account balance rather than paid out.
Village for Work codes. A Family employed by a partner organisation may apply that organisation's code to receive a reduced service fee. The code applies while the partnership remains active. Ending a partnership does not change the rate on bookings already made.
Misuse. We may withdraw a code, remove credit, or suspend an account where a code or referral scheme is misused.
6. Video Calls
The Platform allows a Family and a caregiver to hold a video call before a booking is confirmed. Calls are live only and are not recorded or transcribed. Participation is optional for both parties. Calls are available only between a Family and a caregiver who have been matched or connected through the Platform.
7. Bookings at Partner Venues
Where a booking is made through a partner venue (for example a hotel), the booking takes place at that venue rather than a Family's home. Only caregivers approved for that venue are matched to it. The venue is not a party to the booking, does not provide the care, and is not responsible for it. The service fee applicable to venue bookings is shown before confirmation.
8. Caregiver Eligibility
Caregivers must be at least 18 years of age. Every caregiver must complete identity verification and provide a current Ministry of Justice criminal record check before being approved. The Village Co. may decline or withdraw approval at its discretion. Approval is not a guarantee of any caregiver's conduct.
9. Reviews
Families and caregivers may leave a review after a completed booking. Reviews are visible on the Platform. We may remove a review that is abusive, misleading, or breaches these Terms. We do not edit reviews.
10. Off‑Platform Payments
Families and Caregivers must not arrange payment outside the Platform once connected. Violations may result in suspension and recovery of unpaid service fees.
11. Booking & Cancellation Policy
Cancellation Summary:
• Family cancels >48 hours before start: No charge.
• Family cancels 12–48 hours before start: 50% charge.
• Family cancels <12 hours before start: 100% charge.
• Caregiver cancels: Family refunded; Caregiver may incur cancellation fee.
The Village Co. may exercise discretion in exceptional circumstances (e.g., documented emergencies).
Acceptance window. A caregiver has a limited period (currently 3 hours) to accept or decline a booking request. If they do not respond, the request expires, nothing is charged, and the Family is offered an alternative caregiver.
Finishing early. Bookings are charged for the time booked. If a Family returns earlier than the booked finish time, the booking is charged in full. A caregiver has reserved that time and declined other work. Finishing early is not a partial cancellation and does not attract a refund.
Extra time. A Family may request additional time during a booking, subject to the caregiver's availability and agreement. Additional time is charged separately at the same rate and service fee, and is charged at the time it is agreed.
Refunds. Where a refund is due, it is returned to the original payment method. Where a booking was paid partly using account credit, credit is returned to the account balance and any remaining amount to the payment method.
12. Chargebacks & Disputes
If a Family initiates a chargeback or payment dispute, The Village Co. may withhold or offset related payouts while investigating. The Village Co. is not obligated to pay out funds not successfully received.
13. Child Information & Privacy
Families confirm they have authority to provide child information about the children in their care . Relevant child information may be shared with booked Caregivers for coordination and safety purposes.
What a caregiver sees, and when. Before a booking is confirmed, a caregiver sees only a Family's general area — suburb and city. A Family's exact address is released only when a booking is confirmed, and only to the caregiver for that booking. Surnames are never shown to either Families or caregivers.
Sharing a booking. A Family may share the details of a specific booking with another person (for example a partner or grandparent) using a link. That link shows only that booking and expires after it. The Family is responsible for who they share it with.
Caregiver safety sharing. A caregiver may share limited details of a booking with a person of their choosing for their own safety — the street and suburb, the date and time, and how to contact The Village Co. The house number, the Family's name and any information about the children are not included. By using the Platform, Families acknowledge that a caregiver may share this limited information for their personal safety.
Messaging. Messages sent through the Platform are visible to The Village Co. and may be reviewed for safety and support purposes. Contact details such as phone numbers and email addresses are automatically removed from messages, to keep bookings, payment and insurance cover within the Platform.
14. Safety & Emergency Disclaimer
The Platform is not an emergency service. In an emergency, call 111 (New Zealand) immediately.
The Platform includes an emergency alert that notifies The Village Co. This is not a monitored emergency line. We may not see an alert immediately, particularly overnight. It does not replace calling 111.
15. Acceptable Use
Users must not engage in fraud, harassment, data scraping, or misuse of the Platform.
16. Limitation of Liability
To the maximum extent permitted by law, The Village Co. is not liable for the acts or omissions of Caregivers.
17. Governing Law
These Terms are governed by the laws of New Zealand.
18. Modifications
The Village Co. may update these Terms from time to time. Continued use constitutes acceptance.
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