Next-gen childcare, whenever you need it.

Refund policy

We aim to resolve issues first by adjusting schedules, rematching caregivers, or crediting future bookings. When that’s not possible, refunds may be available under the conditions below.

• Platform / placement fees: Fully refundable within 7 days of payment if no confirmed booking or trial has taken place.
• Pre-paid booking hours: If a booking is cancelled within the accepted cancellation window (see “Cancellation policy”), unused pre-paid hours are either refunded or credited to your AltNanny balance, depending on your plan.
• Service issues: If a nanny fails to attend a confirmed booking without appropriate notice, you are eligible for a full refund or credit for those hours.

Refunds are processed back to the original payment method within 7–10 business days, depending on your bank or provider.

Shipping & delivery policy

AltNanny is primarily a service-based platform, but in some cases we may provide physical or digital materials (for example, onboarding packs, welcome kits, or printed documents).

• Digital delivery: Contracts, confirmations, and schedules are usually delivered instantly by email or via your AltNanny account.
• Physical items: Where offered, items are shipped using standard courier services. Typical delivery times are 3–10 business days, depending on your location.
• Shipping areas: We currently ship only to eligible destinations listed during checkout or in your onboarding email. We do not ship to P.O. boxes in some regions.
• Shipping fees: Any shipping charge, if applicable, is shown clearly at checkout or before you confirm your order.

If an item arrives damaged or fails to arrive, contact us within 7 days so we can help replace or refund it according to our return rules.

Return policy & process

Because AltNanny sells services, “returns” generally apply to physical materials or welcome kits, not to time already worked by nannies.

• Eligible items: Unused, undamaged physical items in their original condition and packaging can usually be returned within 14 days of delivery, unless stated otherwise.
• Non-returnable items: Downloadable resources, perishable items, or personalized goods are typically non-returnable.
• Condition requirement: Returned items must be in saleable condition. Items showing heavy use or damage may not qualify for a refund.

How to return:

• Contact our support team with your order details and reason for return.
• We’ll provide a return address and, where applicable, a return authorization or label.
• Once we receive and inspect the item, we’ll confirm if a refund, exchange, or credit can be issued.

Return shipping costs may be your responsibility unless the item was incorrect or damaged on arrival.

Cancellation policy

We understand that plans change. To respect both families and caregivers, we use a clear, time-based cancellation framework.

• Standard bookings: Cancel or reschedule at least 24 hours before the start time to avoid late-cancellation fees. Pre-paid hours are typically fully refundable or credited according to your plan.
• Same-day & urgent bookings: For bookings made within 24 hours of the start time, cancellations may incur a fee of up to 2 hours of the agreed rate to compensate the nanny for reserved time.
• Long-term / recurring care: For ongoing arrangements, we ask for at least 14 days’ notice to fully cancel or significantly reduce hours. Shorter notice may result in partial charges or reduced refunds.
• AltNanny-initiated cancellations: If we ever need to cancel due to a platform issue or nanny emergency and no suitable replacement is found, you will receive a full refund or credit for the affected hours.

The exact cancellation rules for your booking (including timing and any fees) are shown before you confirm and are also included in your confirmation email.