support for families
Welcome to the Mynder community! You've booked a Mynder! Now, get ready to welcome them into your home. Download and complete your ‘Mynder checklist’ here, check out our handy list of FAQs and our make sure to check out our preparation summary.
How do I pay my Mynder at the end of the night?
You will need to pay your Mynder with either Cash or through PayPal (if they accept PayPal) at the end of your booking. Please make sure you confirm with the Mynder your mode of payment at the start of the booking.
How do I book the same Mynder again as I love them?
You can tell us which Mynders you like the most by tagging them in your Wish List (click the heart icon on the top right-hand corner of their profile picture). Then, whenever you lodge a booking, we will approach them first. If they are not available, one of our other fabulous Mynders will be confirmed.
*New customers: please note that the wishlist feature is there to use only after you have a couple of favourite Mynders
How can I help prepare my child (myself) for having a Mynder?
Having a babysitter, particularly for the first time, can be a stressful time for both you and your child. Our Mynders have extensive experience in dealing with “first-timers” or children who aren't comfortable away from their parents. They'll quickly establish a great relationship with you and your child, however there are some things you can do to help make it an easier experience. Please visit download and fill out our Mynder check list as this is an effective way to communicate your child’s routine with your Mynder. We also provide a fact sheet with some suggestions of ways to prepare your child for the Mynder.
My child has a medical condition. How do I share this info with my Mynder?
To protect both your child, medical instructions must be written down so your Mynder has all the accurate information. Download our Mynder checklist, complete the Medical Information section and review it with your Mynder on arrival. Please note, we don't capture this information in your profile as medical requirements are likely to change over time. We also need to ensure our Mynders always have the most up to date information.
I require a babysitter at a different location to my home, How can I still book?
Yes, you just need to update your address prior to you making your booking. We will then find you a Mynder in your new location. This also applies to visitors, you can put in your hotel address as your home address.
What happens if I need to change the time of the booking?
We understand plans change, so it's no problem to amend a booking. Go into the app, select Bookings, then choose the booking you wish to change and amend as necessary. The only thing you can't change is the start date (you'll need to cancel and do a new booking for that). We'll contact your confirmed Mynder to see if the new time suits, and if not, we'll arrange someone else. Please keep in mind that we can only accept changes up to 3 hours before the start of the booking.
What do I need to do to cancel the booking?
That's fine, just let us know as soon as possible. Go into the app, choose Bookings and select the booking you wish to cancel. We'll send you a confirmation and let your Mynder know. If there's less than 48 hours until your booking starts, you will need to provide some compensation to your Mynder as they're unlikely to get a new booking at short notice. Please see our pricing and cancellation page for more info.
Can I book a regular service?
Of course! We're currently developing this feature in the app, but in the meantime feel free to contact us with your request.
The children need to be collected by someone other than me at the end of booking. What should I do?
Mynders will not hand over children to unauthorised people under any circumstances. The best way to prove that someone is authorised to collect your children is to provide a Safe Word. Give it to the person collecting the children and your Mynder. Please also let your Mynder know the name of the person collecting the children. When they collect the children, they should tell your Mynder their name and the Safe Word. If there's any doubt your Mynder will call you.
Can I book my Mynder directly?
We ask that you do not put your Mynder under this situation as your Mynder and yourself will be suspended from using our service in the future. Your family and the Mynder is protected under our public liability insurance as well as ensuring that all their first aid, working with children and police checks are up to date.
What is your cancellation policy?
We only charge cancellation fees if you give less than 48 hours’ notice. This is to provide compensation to the Mynder who is unlikely to find a replacement booking at late notice. The cancellation fee (less GST and a small processing charge) is paid to the Mynder.
If you give more than 48 hours’ notice, there is no cancellation fee. 24-48 hours’ notice = 1.5 hours of the Mynders hourly rate + GST. Less than 24 hours’ notice = 3 hours of the Mynders hourly rate + GST.
Did we answer your question? If not, please send us a query.
support for mynders
Welcome to the Mynder community!
Ready to start Mynding? Before you head off on your first booking, make sure you check out our ‘Mynder standards’ information here
Where do I go to get my relevant checks?
Police check – must be renewed every 2 years. Working with children check – must be renewed every 5 years/ First Aid
How long does the average application process take to become a Mynder?
Majority of the application process is candidate driven so if you can update your profile and provide all the relevant checks relatively quickly then that would expedite the process. On average, it takes between 2-5 working days.
What should I do if I feel unsafe or uncomfortable at a booking?
Please contact the support team on 0490073268 as soon as you can. We want you to be happy and safe and comfortable in every booking you attend.
What happens if the family cancels a booking?
We recognise that Mynders have a lower chance of getting a replacement booking if a family cancels with less than 48 hours’ notice. That's why we charge cancellation fees: Less than 24 hours’ notice = 3 hours of babysitting time (+GST) Between 24 and 48 hours’ notice = 1.5 hours of babysitting time (+GST) Once Mynder collects the cancellation fees from the family, we'll pay the fee to you (less a 10% processing fee & GST). However, if we're unable to collect a cancellation fee, we won't be able to reimburse you.
What do I do if I need to cancel a booking?
You need to cancel the booking via the app as soon as you can. If it’s within 24 hours, please send a courtesy text to the support team on 0490073268 as well.
What should I do between accepting the booking and the start of booking?
You should ALWAYS call the family as soon as a booking is confirmed then again 24 hours before the booking starts to introduce yourself and confirm arrangements (particularly special requirements such as medical conditions). Families will expect this call and may be concerned that you won't turn up if you do not contact them. Please also familiarise yourself with the Mynder standards form.
What happens if the family doesn’t have cash to pay me at the end of the booking?
We encourage you to offer PayPal as a payment option to families as this removes any awkwardness if they don't have enough cash on them to pay you. If they're unable to pay you fully in cash at the end of the booking, provide your bank details for them to transfer the money. Please let Mynder know if you have any difficulties obtaining payment and we will contact the family on your behalf.
Am I an employee of Mynder?
You are not classified as an employee of Mynder and therefore you are responsible for your own tax and superannuation. However, you are covered by our Public Liability Insurance for every booking you attend. You are not covered however for personal injury or illness, so you'll need to arrange your own insurance for that.
What should I do if a family wants to make private bookings directly with me?
That's great news that they like you, but please let them know you're unable to accept bookings directly. Mynder provides loads of benefits that are not available to them and you if they engage you directly e.g. insurance, online booking management, access to replacement Mynders if you are unavailable. Mynders who accept direct bookings from families will be immediately removed from the service.
Not sure where to start? Ask us anything, we’re here to help.