Cancellation Policy

📅 Last updated: December 2, 2025

Cancellation Policy

Last Updated: January 2025

We understand that plans change. Our cancellation policy is designed to be fair to both families and nannies while encouraging reliable bookings.

For Families

Cancellation Timelines and Refunds:

24+ Hours Advance Notice:

  • ✓ 100% full refund
  • ✓ No cancellation fee
  • ✓ No impact on your account

12-24 Hours Advance Notice:

  • 50% refund of booking amount
  • 50% cancellation fee (paid to nanny as compensation)
  • Platform service fee is non-refundable

Less than 12 Hours Notice:

  • No refund
  • 100% charged to your payment method
  • Full payment goes to nanny as cancellation compensation
  • May impact your booking reliability rating

No-Show (Nanny arrives, family not present):

  • 100% charge to your payment method
  • Full payment to nanny
  • Additional platform penalty may apply
  • Repeated no-shows may result in account suspension

How to Cancel a Booking:

  1. Log in to your Trusted Nanny account
  2. Go to "My Bookings" and select the booking
  3. Click "Cancel Booking" button
  4. Select cancellation reason
  5. Confirm cancellation
  6. Nanny is immediately notified
  7. Refund (if applicable) processed within 3-5 business days

For Nannies

Declining Booking Requests:

You can decline booking requests with no penalty as long as you haven't accepted yet.

Cancelling Accepted Bookings:

24+ Hours Advance Notice:

  • No penalty
  • Family receives full refund
  • Cancellation tracked but minimal impact

12-24 Hours Advance Notice:

  • Warning issued to your account
  • Impacts reliability rating
  • Family receives full refund

Less than 12 Hours Notice:

  • Significant impact on reliability rating
  • May affect future booking visibility
  • Repeated instances may lead to account review

No-Show (Don't arrive for accepted booking):

  • Serious violation of platform terms
  • Immediate account suspension
  • Possible permanent ban
  • Family automatically refunded

Cancellation Limits:

More than 3 cancellations (less than 24 hours notice) in a 30-day period will trigger an account review and possible suspension.

Emergency Situations

We understand genuine emergencies happen. The following are considered valid emergency reasons:

Exempt from Penalties:

  • Medical emergency (you or immediate family)
  • Car accident en route
  • Death in family
  • Natural disaster or extreme weather
  • Home emergency (fire, flood, break-in)

To request emergency exemption:

  1. Cancel the booking immediately
  2. Contact support within 24 hours: support@trustednanny.com
  3. Provide documentation (if available): medical note, police report, etc.
  4. Our team will review and waive penalties if approved

Rescheduling Options

Mutual Rescheduling:

If both family and nanny agree to reschedule:

  • No cancellation fees apply
  • Original booking can be modified
  • Must be done more than 12 hours before original booking time
  • Both parties must confirm the new date/time

How to Reschedule:

  1. Message the other party through the platform
  2. Agree on new date and time
  3. Go to booking and click "Modify Booking"
  4. Enter new details
  5. Other party confirms modification
  6. Booking updated with no penalties

Late Arrivals

Nanny Arriving Late:

  • Under 15 minutes: No penalty, but should notify family
  • 15-30 minutes: Warning; family may request prorated refund
  • Over 30 minutes: Considered partial no-show; family may cancel for full refund

Family Returning Late:

  • Nanny's extended time should be paid at agreed hourly rate
  • If over 1 hour late without notice, nanny may leave and still receive full payment
  • Repeated lateness may result in nanny declining future bookings

Booking Modifications

Extending a Booking:

If you need to extend during the booking:

  • Check with nanny if they're available to extend
  • Request extension through the app
  • Nanny accepts or declines
  • Additional hours charged at the agreed rate

Ending Early:

If booking ends earlier than scheduled:

  • Family ends early: Full original booking amount still charged
  • Nanny ends early without cause: Refund issued for unused portion; may face penalties

Disputes

If you disagree with a cancellation charge or refund:

  1. Contact our support team within 48 hours: support@trustednanny.com
  2. Provide booking details and explanation
  3. Our team reviews the case
  4. Decision made within 3-5 business days
  5. Resolution is final

Refund Processing

Timeline:

  • Cancellation refunds: 3-5 business days
  • Emergency exemption refunds: 5-7 business days
  • Dispute resolution refunds: 5-10 business days

Method:

  • Refunds issued to original payment method
  • Credit card refunds may take additional 3-5 days to appear on statement
  • Debit refunds typically appear within 3 business days

Reliability Ratings

For Families:

Cancellations affect your reliability score shown to nannies:

  • 0-1 cancellations: Excellent reliability
  • 2-3 cancellations: Good reliability
  • 4+ cancellations: May see reduced booking acceptance

For Nannies:

Cancellations affect your reliability score and search ranking:

  • 0-1 cancellations: Excellent reliability badge
  • 2-3 cancellations: Good reliability
  • 4+ cancellations: Lowered in search results; warning badge

Repeated Violations

Account Actions:

  • 3 late cancellations: Warning email
  • 4-5 late cancellations: Temporary suspension (7 days)
  • 6+ or pattern of abuse: Permanent account ban
  • 2 no-shows: Immediate permanent ban

Questions About This Policy?

If you have questions about our cancellation policy:

  • Email: support@trustednanny.com
  • Phone: 1-800-NANNY-CA
  • Live Chat: Available Mon-Fri, 9 AM - 9 PM EST

This policy is designed to protect both families and nannies. We appreciate your understanding and cooperation in maintaining a reliable, trustworthy platform.