Terms and Conditions for Parents/Guardians Using Trusty Nannies

1. Definitions

• "Trusty Nannies" or "We/Us":

  The platform operated by Trusty Nannies, connecting parents/guardians with vetted nannies.

• "Parent/Guardian" or "You":

  The individual booking childcare services for a child under their care.

• "Nanny":

  A vetted professional assigned by Trusty Nannies to provide childcare.

• "Services":

  On-demand babysitting booked via the platform, paid through secure bank transfers./p>

2. Scope of Services

• Trusty Nannies provides on-demand childcare in Colombo, matching you with pre-vetted nannies based on your needs (e.g., infant, toddler, school-age care, special requirements).
• Bookings are exclusively via the platform; no client selection of nannies—our team assigns the best match.
• Payments are via bank transfer only, confirmed before service begins.

3. Eligibility and Registration

• You must be a parent or legal guardian, at least 18 years old, and reside in Colombo to use our services.
• Registration requires submitting accurate details (contact info, child’s needs, duration, special requirements).
• You agree to provide truthful information and update us on any changes to ensure proper nanny matching.

4. Booking and Payment

Booking Process:

• Contact us via our platform to initiate a booking.
• Complete the information with your requirements.
• Receive a booking confirmation and contract via WhatsApp for electronic approval.
• Pay via secure bank transfer link; services begin only after payment confirmation and receipt issuance.

Cancellations and Refunds:

• Cancel at least 24 hours before the scheduled start for a full refund (less 2-3% bank fees).
• Cancellations within 24 hours incur a 50% fee; no-shows or cancellations after start time are non-refundable.
• We may cancel due to nanny unavailability or unforeseen issues, offering a full refund or rescheduling.

5. Parent/Guardian Responsibilities

By using Trusty Nannies, you agree to:

• Provide Accurate Information:

  Share complete, truthful details about your child’s health, allergies, routines, and special needs.

• Ensure a Safe Environment:

  Maintain a child-friendly home with essentials (food, hygiene supplies, first-aid kit) and no hazards.

• Respect Nanny Role:

  Limit tasks to agreed childcare duties (e.g., feeding, play, homework) unless mutually discussed via the platform.

• Timely Communication:

  Notify us of schedule changes or concerns promptly via the platform.

• Secure Payments:

  Complete bank transfers on time; delays may pause services..

• Compliance with Code of Conduct:

  Adhere to our Customer Code of Conduct (respectful treatment, no harassment, fair conditions).

• Feedback:

  Provide post-service feedback via the platform to help us improve.

6. Code of Conduct

You agree to uphold the following standards (aligned with our Customer Code of Conduct, effective September 1, 2025):

• Respect and Professionalism:

  Treat nannies with courtesy, providing a safe, supportive workplace.

• Safety:

  Ensure your home is free from risks and equipped for childcare.

• Boundaries:

  Do not request non-childcare tasks (e.g., cleaning, errands) without prior agreement.

• Integrity:

  Avoid harassment, discrimination, or unethical requests. Disputes must go through Trusty Nannies.

• Commitment:

  Honor agreed schedules and breaks, recognizing the nanny’s vital role.

Failure to comply may result in service suspension, contract termination, or legal action for serious breaches (e.g., harassment, non-payment).

7. Incident Reporting

You have the right to:

• If an incident occurs (e.g., injury, illness, behavioral issue, safety concern), the nanny will prioritize safety, notify you via WhatsApp/call, and report to us.
• You must respond promptly to incident notifications and follow any recommended actions (e.g., medical consultation).
• Trusty Nannies is not liable for incidents but ensures transparent reporting per our Incident Reporting Guideline.

8. Do’s and Don’ts

To maintain a harmonious partnership, follow these guidelines (per our Customer Do’s and Don’ts Policy, effective September 1, 2025):

Do’s:

• Provide full details during onboarding (e.g., child’s health, routines).
• Treat nannies with respect and professionalism.
• Ensure a safe, equipped home environment.
• Communicate feedback or issues via the platform.
• Adhere to agreed hours and duties.

Don’ts:

• Do not assign non-childcare tasks without agreement.
• Do not delay or withhold payments.
• Do not expose nannies to harassment, discrimination, or unsafe conditions.
• Do not bypass Trusty Nannies for direct arrangements without consent.
• Do not request confidential nanny or agency information.

Failure to comply may result in service suspension, contract termination, or legal action for serious breaches (e.g., harassment, non-payment).

9. Liability and Insurance

• Trusty Nannies thoroughly vets nannies (ID, police clearance, training) but is not liable for incidents during service, including accidents, injuries, or property damage.
• You are responsible for maintaining a safe home environment.
• We carry basic insurance for nannies; you may need your own coverage for additional protection.

10. Data Protection

• Your personal and child-related data is securely stored per Sri Lanka’s data privacy regulations (e.g., PDPA).
• We collect only necessary information (contact, child needs) and share limited nanny profiles (name, qualifications) for bookings.
• Data is accessible only to authorized staff and not shared with third parties without consent.

11. Termination of Services

• You may terminate services by notifying us via the platform with 24 hours’ notice, subject to cancellation fees.
• We may terminate services for:
  • o Breach of these Terms or Code of Conduct (e.g., non-payment, harassment).
  • o Repeated cancellations or no-shows.
  • o Unsafe environments or unreasonable demands.
• Termination does not waive outstanding payment obligations.

12. Dispute Resolution

• Complaints must be raised via WhatsApp within 24 hours; we aim to resolve within 3 working days.
• Service mismatches are addressed with a replacement within 48 hours, subject to availability.
• For unresolved disputes, contact our Relationship Manager. Legal disputes are governed by Sri Lankan law, with jurisdiction in Colombo courts.

13. Modifications to Terms

• We may update these Terms with notice via the platform. Continued use after updates implies acceptance.
• Last updated: September 1, 2025 (Version 1.0).

14. Contact Us

For questions, bookings, or concerns, message us on the platform or contact our Relationship Manager. We’re here to make childcare effortless and joyful.