Strict Change / Cancellation Policy
Additional times and bookings can be made directly with your sitter and are contingent upon their availability. For individual bookings, we implement a strict 24 hour notice (within business hours of 9am to 5pm Hawaii time) or payments are due in full. Multiple bookings of 3/+ require a two week notice or payments will be due for 1/2 of the changed/cancelled hours; for notice within one week, payments are due for the full change/cancelled hours.
Holiday bookings of 3/+, we do require notice outside of three weeks to the start of your reservation, or payments are due for 1/2 of the change/cancelled hours; for notice within 10 days, payments are due for the full change/cancelled hours. For individual Holiday bookings, one week’s notice or payments are due in full.
Additional Care Policy
Though they are amazing care providers, talented, warm and engaging, the sitters are not contracted as nurses or specialists. They cannot be responsible for sick and/or contagious children and we must be notified outside of our cancellation policy to avoid charges. If your child presents as requiring more care/comfort than disclosed, you will be billed the entire sit and must return ASAP. If sitter must stay with child, due to circumstances prohibiting your return, their rate is automatically DOUBLE.
Frequently Asked Questions
Q: Can you tell me your availability before I book?
We do not keep a master calendar of availability since our sitters have other jobs, commitments and family time scheduled. However, please tell us when you’re in need of childcare and we will try our best to find an available sitter. Booking ahead of time makes finding the exact dates and times you’re looking for more likely.
Q: Can we get the same sitter for multiple days?
Continuity of care is our goal! We encourage booking in advance to ensure maximum availability and match you with the best fit! Something to keep in mind is the more specific the request (dates/times/continuity/personal requests/etc), the further in advance we encourage booking.
Q: Can the sitters drive my kids?
No, sitters cannot and do not drive children. We are able to assist in procuring a car service for off-site activities, should you request. They can also take a shuttle, bus, or walk to destinations.
Q: What ages are your sitters comfortable with?
Our sitters are experienced with a wide ranges of ages from newborns to preteens. However, I have a group that I consider my “baby/toddler specialist” who are particularly experienced with the youngest kiddos and love spending time with them! If you’re looking to book a specialist, please make your reservation in advance.
Q: Can I choose the sitter?
Leave it to us, as we are great at what we do! As a reputable agency, one of our areas of expertise is matchmaking. We know our sitters well, and as we build your comprehensive family profile, we get to know you too. This allows us to do to match your family accordingly. Please let us know any special requests upon booking so that we may do our best to accommodate.
Q: What about gratuity?
As with any service, gratuity is not included, never expected, but always appreciated! Hopefully it is a reflection of the outstanding experience we have provided! If your sitter has provided your family with excellent service or gone out of her way to be helpful, then an extra gratuity is a lovely way to thank them. Most families provide a 20-30% tip to their sitters.
Q: Can your sitters take our kids swimming?
Swimming can be a wonderful way to spend the time, however safety is always our number one priority! If you would like to give your children permission to swim, please make sure to indicate so on the waiver. However, all activities are always negotiated between sitters and the family.