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My Au Pairs & Nannies

Legal

Refund and Cancellation Policy

Last updated: [DATE OF PUBLICATION]

This policy applies when a family buys a paid product from My Au Pairs and Nannies ("we", "us"). It forms part of ourTerms of Use. Creating a family account, browsing profiles and listing a profile as a nanny or au pair are free, so this policy does not apply to them. Current prices are on our Pricing page.

Payments are processed by Paystack and charged in Kenyan shillings (KES). Prices are shown in rand and converted at the rate shown at checkout. A refund is paid in the KES amount you were charged, so the rand amount on your statement may differ because of your bank's exchange rate and fees.

1. Your seven-day cooling-off right

Under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), you may cancel a purchase you make electronically within seven days after you buy it. You don't need to give a reason, and we won't charge a penalty.

This right does not apply to a service that began with your consent before the seven days ended (ECTA section 42(2)(d)). At checkout you can tick: "I want this service to start immediately and understand this affects my 7-day cooling-off right."

  • Search Pass: access starts as soon as your payment is confirmed, so you must tick the box to buy a pass. Your cooling-off right ends when your access starts.
  • Concierge Match and Verify My Nanny: ticking the box is optional. If you tick it, we start straight away and your cooling-off right ends when we start. If you don't, we start your order after the 7-day cooling-off period, and you can cancel for a full refund until then.

The sections below explain what this means for each product.

2. Search Pass

A Search Pass lets you see the phone number and email address on every approved caregiver profile. You can buy a one-off pass for 30 or 90 days, or a monthly subscription.

  • One-off passes: your access starts as soon as Paystack confirms your payment (or when your current pass ends, if you already have one). It doesn't renew. Because access starts immediately with your consent, a pass can't be refunded because you changed your mind.
  • Monthly subscription: you're charged every month until you cancel. You can cancel at any time from your dashboard. You won't be charged again, and your access continues until the end of the month you've already paid for. We don't refund part months.
  • If a monthly payment fails: we'll email you a link to update your card. Your access ends at the end of the month you've paid for unless the next payment succeeds.
  • If your access doesn't work: if you paid and we can't give you access, tell us. If we can't fix the problem within a reasonable time, we will refund you.

3. Concierge Match

We use the requirements you give us at checkout to prepare a shortlist of caregivers and send it to you within[NUMBER OF WORKING DAYS] working days of your payment being confirmed.

  • If you didn't ask us to start immediately: we start after the 7-day cooling-off period, and the working days above count from then. You can cancel for a full refund before we start.
  • If we don't provide a shortlist: you get a full refund if we don't provide a shortlist within that time.
  • If you cancel before the shortlist is sent: [RULE FOR CANCELLING BEFORE THE SHORTLIST IS SENT]
  • After we provide a shortlist: the fee is not refundable, because the service has been delivered. This applies even if you don't hire anyone from the shortlist.

4. Verify My Nanny

Verify My Nanny covers [WHICH CHECKS ARE INCLUDED] for a nanny you name, with their consent.

  • If you didn't ask us to start immediately: we submit the check after the 7-day cooling-off period.
  • Before the check is submitted: you can cancel for a full refund.
  • After the check is submitted: there is no refund. Either you asked us to start straight away, or the cooling-off period had already ended. This applies whatever the result of the check.
  • If we can't submit the check: you get a full refund if we don't submit it, for example because the nanny doesn't give their consent.

5. How to cancel or ask for a refund

To cancel a monthly subscription, use the button on your dashboard. For anything else, email info@myaupairs.co.za or contact us with the name and email address on your account, the product you bought and your payment reference. We pay refunds through Paystack to your original payment method within 30 days of the date you cancel.

6. Your other rights

Nothing in this policy limits a right you have under the Consumer Protection Act 68 of 2008, ECTA or any other law. For example, you keep your rights if a service was not provided as described.

7. Who we are

My Au Pairs and Nannies, Claremont, Cape Town, South Africa. Phone:073 237 8102. Email: info@myaupairs.co.za.