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Nanny Dream

nanny services

Terms & Conditions

These terms may have changed since you last reviewed them

Where to find information about us and our products

You can find everything you need to know about us Nannydream Limited, and our products on our website before you order. We also confirm the key information to you in writing [before] and after you order either by email, in your online account or on paper.

When you buy from us you are agreeing that:

  • We only accept orders when we’ve checked them.
  • Sometimes we reject orders.
  • We charge you when you order.
  • We charge interest on late payments.
  • We pass on increases in VAT.
  • We’re not responsible for delays outside our control.
  • You’re responsible for making sure that the service selected is appropriate for your needs.
  • We charge you a cancellation fee when you have booked a service with us and before the execution, you cancel the service. The cancellation fee includes our registration fee and the Nannies minimum fee.
  • You have a legal right to change your mind once our services are ordered However, the cancellation will result in charges.We will deduct the canellation fees and return the remainder..
  • You can end an ongoing contract (find out how).
  • You have the right if there is something wrong with our services or service provided by our Nannies..
  • We can change our products, services and these terms.
  • We can suspend supply (and you have rights if we do).
  • We can withdraw products and services.
  • We can end our contract with you.
  • We don’t compensate you for the losses caused by Nannies.
  • We use your personal data as set out in our Privacy Notice.
  • You have several options for resolving disputes with us.
  • Other important terms apply to our contract.

We only accept orders when we've checked them

We contact you to confirm we’ve received your order and then we contact you again normally within an hour to confirm we’ve accepted it.

Sometimes we reject orders

Sometimes we reject orders, for example, because the requested nanny is unexpectedly unavailable or got sick, injured or ill. When this happens, we let you know as soon as possible and refund any sums you have paid or substitute the nanny with another suitable and qualified nanny but with your consent.

We charge you when you place an order for our Services

However, for some continuous services, we take payment at regular intervals, as explained to you during the order process or where a nanny is hired for a long period or continued supplying service beyond the originally placed order for the nannies’ services.

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 5% a year above the Bank of England base rate from time to time. This interest accrues daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If the supply of our services ordered is delayed by an event outside of our control such as a transport strike, accident or injury to a nanny or any other unexpected event including sickness we contact you as soon as possible to let you know and do what we can to reduce the delay, offer a substitute but suitably qualified Nanny if we can. As long as we do this, we won’t compensate you for the delay and inconvenience, but if the delay is likely to be substantial you can contact our Customer Service Team: on https://nannydream.co.uk/contact-us to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

You're responsible for making sure that the service selected and ordered is appropriate for your needs

You are responsible for making sure that the products and services selected ordered are suitable for your need. If unsure contact our customer service team at https://nannydream.co.uk/contact-us or call at 0044-203 633 1107.

We charge you a cancellation fee when you have booked a service with us and before execution, you cancel the service. if you don't give us the information we need

We charge you for cancellation on your order where a nanny has started the journey towards your home and is on train, tube and bus. The exact amount depends upon the service and time of cancellation. The cancellation fee is part of your agreement with Nanny and Us. We will charge you a one-off £20 agency fee as a cancellation fee.  The cancellation fee of the Nanny will depend on each nanny and time full rates are given in the contract of employment between the nannies, you and us.

Have a legal right to change your mind

Your legal right to change your mind. For most of our services bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it if done before the Nanny leaves her place to fulfil your order and within the first 30 minutes. You will get a full refund. This is subject to some conditions, as set out below.

Your legal rights
How our goodwill guarantee is more generous
Full Refund
Service is cancelled within 30 minutes of booking.Nanny has not started the journey to execute the order received.Nanny is unavailable.Emergency to Nanny.Some other reason which is beyond our control

When you can't change your mind

You can’t change your mind about an order for:

  • Our services once the Nanny is at your place and commenced her duties.
  • services, once these have been completed.

The deadline for changing your mind

 If you change your mind about our service you must let us know no within the first 30 minutes for a full refund or a partial refund after that and before execution. The partial refund includes the payment made by you minus the agency fee of £20 and the Nanny’s reasonable charges as per the contract between the nanny and you.

How to let us know

To let us know if you want to change your mind, contact our Customer Service Team:  https://nannydream.co.uk/contact-us or call at 0044-203 633 1107.

When you can't change your mind

If you bought a service (such as a day nanny or night nanny we don’t refund you if you have received some services and then you decided to change your mind.

When and how do we refund you

We refund you as soon as possible but no later than 5 working days after you have informed us you’ve changed your mind.

You can end an ongoing contract (find out how)

We tell you when and how you can end an ongoing contract with us during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: https://nannydream.co.uk/contact-us or call at 0044-203 633 1107.

You have the right if there is something wrong with the service you have received

If you think there is something wrong with the service you have received, you must contact our Customer Service Team: https://nannydream.co.uk/contact-us or call at 0044-203 633 1107. We will aim to resolve the issues in line with our complaint procedure. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.] Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is a service, for example, Day Nanny or Night Nanny, the Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If a price hasn’t been agreed upon upfront, what you’re asked to pay must be reasonable.
  • If a time hasn’t been agreed upon upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements
  • to make minor technical adjustments and improvements, for example, to address a security threat. These are changes that don’t affect your use of the product; and
  • to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

Changes we can only make if we give you notice and an option to terminate

also make the following types of changes to the product or these terms, but if we do so we’ll notify you and you can then contact our Customer Service Team: https://nannydream.co.uk/contact-us or call at 0044-203 633 1107. to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but not received:

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate

We contact you in advance to tell you we’re suspending supply unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don’t pay for it while it is suspended. If we suspend supply or tell you we’re going to suspend supply, you can contact our Customer Service Team: https://nannydream.co.uk/contact-us or call at 0044-203 633 1107.to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product or service. We let you know in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and services and claim any compensation due to us if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 3 days of our reminding you that payment is due;
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service.

We don’t compensate you for all losses caused by us or our products/Nannies

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Something you could have avoided by taking reasonable action. For example, if a nanny becomes sick and unable to fulfil the service booked, contact the management and accept a reasonable alternate equally experienced nanny.
  • A business loss. It relates to your use of our services for the purposes of your trade, business, craft or profession. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described to the agency fee paid by you in booking the services of our nannies.

We use your personal data as set out in our Privacy Notice. How we use any personal data you give us is set out in our Privacy Notice and is accessible on our website.

You have several options for resolving disputes with us

Our complaints policy. Any Complaint concerning our services must be reported to our Customer Service Team in the first instance. Our team can be contacted at https://nannydream.co.uk/contact-us. We will do our best to resolve any problems you have with us or our products as per our Complaints policy: The Compliant and dispute resolution policy is also available upon request or can be accessed from our website.

We will investigate written/oral complaints relating to the Agency’s fulfilment of the services and conduct of the nannies. We will notify the complainants of the outcome of the investigation within 28 days of having received the complaint. The record of complaints will be made available to the interested party upon request.

  1. A complaint can be made by or on behalf of relevant child/children about the service they are receiving. Should any parent have cause for complaint they should in the first instance contact us through email (info@nannydreams.co.uk) or by phoning us. Ms Joan Busingye will conduct the preliminary enquiries and will deal with the complaint in detail.
  2. We will record the details of the parent’s complaint on our complaints form and keep the record on our system. The parent can also request a complaints form, which is made available online on our website.
  3. Nannydream will endeavour to resolve the matter in-house, within 14 days. This can be extended for up to a further 14 days with the agreement of the complainant.
  4. Complaints are dealt with by way of formal consideration and will be resolved as soon as practicable and in any event within 28 working days of the request for formal consideration.
  5. This time limit may be extended with the agreement of the complainant.
  6. Nannydream with the agreement of the complainant can make arrangements for conciliation, mediation or other assistance to resolve the complaint.
  7. Nannydream will confirm in writing to the complainant the agreed solution.
  8. Nannydream will keep a written record of any complaint, the outcome of the investigation and any action taken in response.
  9. The outcome of a formal consideration will be confirmed in writing by Nannydream to the complainant and will summarise the nature and substance of the complaint, the conclusions and the action to be taken.
  10. The welfare of the child will be safeguarded and promoted, and account will be taken of the ascertainable wishes and feelings of the child.
  11. Nannydream welcomes suggestions and constructive criticism from parents/carers and children to help us maintain a high-quality provision of care to children.

 

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

Other important terms apply to our contract

We can transfer our contract with you so that a different organisation is responsible for supplying your product. We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team: https://nannydream.co.uk/contact-us to end the contract within 3 days of us telling you about it and we will refund you any payments you’ve made in advance for products and services not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.