Refund & Cancellation Policy

• You can cancel your membership at any time from your dashboard. Cancellation stops the next renewal — you keep full access until the end of the period you've already paid for.
• Membership fees for the current period are generally non-refundable once the period has started, as access is available for the whole period.
• If you were charged in error or experienced a service failure, contact us and we'll put it right.

The one-off nanny tier fee has two components — a vetting/admin component and (for the Premium tier) a First Aid training component.

• Vetting/admin component: refundable if we are unable to complete your vetting or decline your application before verification, less any costs already incurred.
• First Aid training component (Premium): refundable up until the training is booked or delivered. Once your training place is booked or the training has been provided, that component is non-refundable, as the cost has been incurred on your behalf.
• If you already hold a current, acceptable First Aid certificate, contact us before purchasing the Premium tier so we can advise on the appropriate option.

Booking payments are held by the platform until a session is completed and approved.

• If a nanny declines your booking request, you receive a full refund automatically.
• If a booking is cancelled before the session takes place, you receive a full refund.
• Once a session has been completed and approved, that booking is not refundable, as the care has been provided and the nanny is paid.
• If something goes wrong with a booking, contact us promptly so we can help resolve it before funds are released to the nanny.

Refunds are made to the original payment method through the relevant payment processor (Stripe or PayPal). Once processed, it can take a few business days for the refund to appear on your statement, depending on your bank or provider.

As a consumer, you have guarantees under New Zealand law that cannot be excluded. If a service is not provided with reasonable care and skill, you may be entitled to a remedy under the Consumer Guarantees Act 1993. This policy applies in addition to — not instead of — those rights.

For any refund or cancellation request, contact us at admin@nannyora.co.nz. See also our Terms of Service.