What is the cancellation policy?
Notice periods, penalties, and what you're owed if a parent cancels.
Life happens - we get it.
Here's everything you need to know about cancelling a booking.
If you need to cancel:
Notice given | Penalty | Visibility impact
More than 24 hours | No penalty | No impact
12-24 hours | Short-notice penalty | Reduced visibility for 7 days
Less than 12 hours | Late cancellation penalty | Reduced visibility for 14 days
No-show (you don't arrive) | Serious breach | Account reviewed, possible suspension
Repeated cancellations (even with notice) may result in account review regardless of timing.
How to cancel: Go to the booking in the app and select Cancel. Do not cancel by contacting the family directly. All cancellations must go through the platform so the record is accurate and the family's refund is processed correctly.
If a parent cancels:
Notice given | What you receive
Less than 12 hours | 100% of your booking amount
12-48 hours | 50% of your booking amount
More than 48 hours | No payment
Why does this matter?
Last-minute cancellations cause real stress for families who are relying on you. The visibility penalty reflects the difficulty families face finding last-minute care and it protects the reputation of every sitter in our community.
If you need to cancel and you're worried about the impact, email us at support@thevillageco.nz before cancelling and we'll do our best to help.