Parent FAQ

Parent FAQ

We hope you can find the answer to your questions. If what you are looking for is not covered - please reach out to us via our messaging system in the bottom right of the page.

Why Bright?

Bright is a nurturing, inspiring and safe community that connects families with trustworthy, experienced and reliable carers when in need. We collect essential information about each family and their requirements to ensure we match the right carer.

From there the family will be presented with a selection of available carers, where they can choose the carer they believe is going to be best suited to their family.

All of our carers have been verified and vetted to ensure every child is in the best hands.

  1. Parents don’t have to waste hours of their valuable time calling different carers, only to find no-one is available. There is no restrictions on parents being able to go ahead with their plans or work schedule because we have the required network.
  2. Parents are provided with carers who have been verified and vetted. Alongside this, we continually assess the standard of each carer, ensuring s/he upholds Bright's standards.
  3. Parents are protected under our insurance coverage when the carer is within their home.
  4. Parents can have complete peace of mind and security, knowing that they have an experienced person caring for their child/ren. In the case of an emergency, experience, maturity and responsibility cannot be more beneficial.
  5. Parents don’t have to worry about getting cash out, asking the awkward question of 'how much do I owe you' or providing too much or too little cash.
  6. Our carers are interactive with children.

Booking a carer

Bright operates in Tauranga, Hamilton, Wellington, Auckland and Christchurch, New Zealand.

App.

  1. Log in to the Bright app and tap the home icon in the menu bar, following this, tap the blue calendar button in the middle of the screen.
  2. Select what type of care you are needing. One-time or ongoing nanny care.
  3. Enter in all necessary details for the booking, then tap Next.
  4. You will then be presented with an outline of the applicable charges for your booking, where you can then confirm whether you wish to see who is available or not.
  5. Should you proceed, you will be notified as carers apply for your booking, where you will then be able to view each carer's profile and book the carer you believe is best suited to your family. You will also be able to view the availability of carers you have selected as favourites.
  6. Once you have selected your preferred carer, you will be provided a detailed outline of the charges once again, as well as being asked to confirm your payment details.
  7. Once your payment details have been confirmed, your booking will charged for.

Website - one time care and ongoing nanny care.

  1. Log in to the Bright website, click the 'book a carer' button in the top right-hand corner.
  2. Enter in all necessary details for the booking, then tap 'post booking request'.
  3. Should you proceed, you will be able to view the availability of carers you have selected as favourites, or a selected range of available carers within your area, should any be free.
  4. You will be notified as carers apply for your booking, where you will then be able to view each carers profile and book the carer you believe is best suited to your family.
  5. Once you have selected your preferred carer, you will be asked to confirm your payment details, where your booking will then become secured.

We sure do. Our services are set up to assist families who require one-time care, or ongoing care. We are flexible and able to cater to your family's needs.

We would advise booking no more than two months in advance. Carers will often not apply for a booking outside of this time frame.

We do have carers who have had extensive experience with infants (under 2 years old) and are very strict on who we place forward for infant bookings. We understand that there is a large responsibility that goes with caring for an infant and we do not take any risks when it comes to the safety and well-being of your family’s child/ren.

If you wish to speak to one of our friendly team members about who to select, feel free to contact us at any stage on 09 884 0293.

Yes we have a three hour minimum per booking. This will be charged whether you use the carer for the three hours or not.

We sure do. If you place a booking via our website with the start and end time, our website will recognise if your booking requires a carer to stay overnight or not.

No need to worry, it is a natural instinct for a parent to be a bit nervous when leaving their child/ren but we can assure you that you will be walking out the door with total reassurance once you meet your lovely carer.

You can place through a booking request to see who is available. From there, we allow you read the profiles of the carer's who have applied. If you have questions or just want to speak to someone before confirming your carer, feel free contact us on 09 884 0293. We are here to help you through this journey.

We personalise our charges based on the requirements and needs of each family.

We would suggest viewing our pricing page or beginning a booking through our website or app.

Placing a booking via our website or app allows us to provide each family with an accurate estimate of cost.

At this stage, you will need to edit and repost your booking if you wish to make any changes to your booking request that has not been confirmed with a carer. This will re-list your booking to ensure the carers' who had applied can meet your new requirements. Our carers will need to re-apply for your new booking if you have made any edits.

If you have a confirmed booking with one of our carers, you can message your carer and ask if s/he is happy to change his/her hours or care for additional children. These are the only acceptable changes that can occur outside of our cancelation terms.

If you’ve made a booking request, carers within your area will be notified.

If they are available and wish to care for your children, they will apply.

Once your first carer has applied, you will receive and email from Bright. You will then have the opportunity to log into your profile on our website, and view and book the carer you feel is best suited.

No. You will only be charged if you assign a carer to your booking.

Bright allows families to see which carers are available for their booking request with a no-commitment policy. Please note, that our carers cancellation policy terms apply to all accidental bookings.

We hope this doesn’t happen but occasionally we book out or don’t have carers available within your area. We would advise booking with as much notice as possible to reduce your chances of missing out.

You will not be charged for the booking in the case that no-one was to apply. We will endeavour to inform you as soon as possible in the case that none of our carers are available for your booking.

We encourage people to book with more than 24 hours notice to avoid urgency fees.

Urgency fees are used to incentivise carers at short notice.

You will be charged an urgency fee if you place a booking through within 24 hours of the job commencing or if you confirm a carer within 24 hours of the job commencing.

It is important for you to know that we have conducted thorough vetting processes when it comes to allowing carers to join our community. We also only allow carers to apply for a booking that they have the right experience for to ensure your child/ren is in the best hands.

By using Bright, you are entrusting us with the service. We are committed to the quality of care and responsible for its delivery. Let us handle this for you so you don't have to worry about a thing.

For the safety of our carers, we only allow you to contact them once a booking has been confirmed. If you have further questions about a particular carer or if you require assistance on what carer you should select, please reach out to us via the chat system on our website or via hello@usebright.io

Paying and communicating through Bright helps ensure that you're protected under our Terms and Conditions, family and carer protection policies, insurance policy and other safety measures.

There is no way we provide these benefits if your booking isn’t booked and paid for directly through Bright. Bright is dedicated to ensuring those within its community are protected at all times and it is important that you do not put yourself; your home or your children at risk. We are here to help and would not be able to provide such a safe and wonderful service if our policies were not abided by.

Paying or communicating outside of Bright platform also make it harder for us to protect your information, and puts you at greater risk of breach of confidentiality, fraud and other safety and security issues.

Of course! Bright is very encouraging towards making the experience of booking a carer as stress-free as possible.

Once you place a booking through our website, you will be able to view the availability of carers you have selected as favourites, or see a selected range of available carers within your area, should any be free.

Bright is dedicated to providing consistency and transparency for families, ensuring that you feel at ease each and every time you need a carer.

Transparency, trust, and personable relationships are vital to Bright community.

People rely on and often book based on the profile of a person, their reviews, and experience. Based on this, we do require all bookings to be made by the person who is either booking the carer or the person who will meet the carer on their arrival.

Instead of making a reservation on behalf of someone, we would suggest referring the person who requires the carer to the Bright website. If you are wanting to pay for the service, you can provide a gift voucher instead.

If you require assistance, please contact us on 09 884 0293 so we can help you through this process.

We have a maximum ratio of five children to one carer. Within our maximum ratio of children, there must not be more than two infants (under 2 years). This is to ensure your child/ren’s safety is kept paramount.

In the case that you have more than five children or more than two infants for a booking, we would suggest splitting the children into two groups (for the purpose of the booking) and making two separate bookings.

You may want to pop in some information about the requirements and the given situation into the additional notes section on the booking page.

Here is an example of how booking a carer for eight children would work

Booking 1: Children requiring care for: 1y; 4y; 6y; 7yr

Requirements: infant experience, first aid, cooking experience.

Booking 2: Children requiring care for: 4y; 5y; 6y; 7yr

Requirements: first aid, cooking experience.

In the case that you would like more than one carer for your booking, we would suggest splitting your children into groups according to the number of carers you require (e.g. two bookings would mean you want two carers).

Here is an example of how booking two carers for two children would work

Booking 1: Children requiring care for: 1y (unselect your three year old)

Requirements: infant experience Notes: We have placed through two bookings as we want two carers to look after our children.

Booking 2: Children requiring care for: 3y (unselect your one year old)

Requirements: full license.

Notes: We have placed through two bookings as we want two carers to look after our children.

If you have liked someone you have used in the past, you will have the opportunity to favourite them at any time. You can do this by clicking 'view' on your completed bookings. Once that person is a favourite, they will be notified and asked to respond with their availability each time you place a booking through.

We usually recommend booking two - three carers on our platform so that you have a range of carers your children can get to know. This helps if/when your usual carer is not available.

At Bright, we are firm believers in ensuring the children within our care are always put first.

We have our carers disclose any criminal records as part of their application process and the police check is one way that we verify this. Police checks are a compulsory part of Bright's vetting process but our carers are in some cases, accepted onto our platform before their results come back. Because the police check results take so long to process and because we have done such thorough vetting and verification processes before accepting the carer on to our platform; we feel it is appropriate to place the decision in the hands of our families, as police checks not always important to every family. We have clear communication around what carers have been police checked and those who are still waiting on their results.

We are confident in our selection process and look forward to assisting your family.

Confirmed bookings

Once your booking is complete, the carer will enter in his/her hours that s/he worked.

You will be provided with an outline of these hours and will be provided with the opportunity to review the charges and your carer.

Should you feel that your carer has entered in hours that were incorrect, you will be provided with the opportunity to dispute these charges.

Once your booking is confirmed, you will be provided with an email notification. This email will provide you with an outline of the booking details and your carers name. Your carer will also be provided with your personal details to ensure s/he turns up on time, has all necessary details about your children and is able to contact you at any time before or during the booking.

We suggest texting or calling your carer to say ‘hello’ before your booking commences.

Website:

  1. Log in to the Bright website, and click your name in the top right hand corner, which will provide you with a drop-down menu. Within this menu, you will see the section My Bookings.
  2. Click on My Bookings
  3. Scroll down this page until you find the Confirmed Bookings section, and click on the booking that is allocated to the carer you wish to make contact with.
  4. Once you’re inside the booking that is allocated to the carer you wish to make contact with, you will see a phone icon with a label that states call carer name’. You can click this icon to call your carer, or you can use the displayed number to text your carer.

App:

  1. Log in to the Bright app and tap the home icon in the menu bar. Make sure you are in the section where it states My Bookings. Tap into the booking that is allocated to the carer you wish to make contact with.
  2. Once you’re inside the booking that is allocated to the carer you wish to make contact with, you will see two icons (message icon) and (phone icon) next to the carer's name. Simply tap the message icon or the phone icon and you will be taken into our messaging platform or directed into a call with your carer.

Log in to your account on the website and follow the instructions below.

To cancel a booking that has been secured:

Website:

  1. Log in to the Bright website, click on your name in the top right-hand corner, where the drop-down menu will display My Bookings.
  2. Click into My Bookings and scroll down the page to the section that states Confirmed Bookings.
  3. Click on the booking you wish to cancel then simply click ‘Cancel Booking’.

App

  1. Log in to The Bright app and tap My Bookings (house icon) in the menu bar
  2. Tap into the booking, scroll down to the bottom and tap Cancel Booking.

To cancel a booking that has not been secured:

Website:

  1. Log in to the Bright website, click on your name in the top right-hand corner, where the drop-down menu will display My Bookings.
  2. Click into My Bookings and scroll down the page to the section that states Pending Bookings.
  3. Click on the booking you wish to cancel then simply click ‘Cancel Booking’.

App (coming soon)

  1. Log in to the Bright app and tap Booking Requests (house icon) in the menu bar
  2. Tap into the booking, scroll down to the bottom and tap Cancel Booking.

We advise all carers to bring their own meals and snacks as a general rule. However, if you are happy for them to join the children for meals please let them know.

(Occasionally, carers may decline food if they have special dietary requirements).

Personal information, security and safety

We are strict on who we bring on board as a carer. We match our families with carers who have the right skill sets and experience for the children involved.

Our thorough vetting process for our carer's involves;

Interviewing the carer;

Reference-checking the carer;

Police-checking the carer (this can occur once the carer has worked their first booking. Please see our FAQ on 'how Bright police check their carers' for more information,

Inducting the carer with Bright's standards and policies (what it takes to be a quality carer);

Inducting the carer on their responsibilities for the health and safety of the children within their care and themselves.

If their reference-check and interview are successful we then;

Accept them onto our platform to begin applying for bookings.

Bright is dedicated to matching each family with a carer that has adequate experience and a personality that fits well. Without your personal information, there is no way that we can ensure the match between your family and a carer will be right.

We require all families to create a little write up about their family as it is important that carers feel safe before they apply. Our community is built on trust and this helps add to the success of long-lasting relationships between families and our carers.

A great profile includes:

  • A profile photo that shows your face and if possible your children's faces too. Carers like to know who they will be caring for.
  • A description that highlights your families interests or hobbies, your values, and parenting beliefs, what you look for in a carer and anything else you think a carer would want to know.

Charges, rescheduling or cancelling a booking

Oh no - we have strict policies in place to avoid this happening, but sometimes there are extreme circumstances that we cannot prepare for.

If a carer falls sick or has a personal or family emergency they need to attend to, we (Bright) will do all within our reach to assign another carer.

If it happens to you without much notice, please contact 09 884 0293. All carers will be alerted to apply for the job. In the case that you decide to cancel, due to not wanting a different carer, or in the case that no other carer is available, you will be provided with a full refund.

You will only be charged for a booking that you have assigned a carer to. Bright's platform allows families to see which carers are available for their booking request, with a no-commitment policy.

Please note, Bright cancellation policy applies to all accidental bookings.

We only charge the debit or credit card of each user to make things easy.

Due to paying the PAYE for each of our carers, we need to ensure all payments come through our system.

If you have any concerns or special requests that you think may exempt this rule, please contact us directly on 09 884 0293.

If circumstances change within a booking, such as change of time, please contact your carer to ensure s/he is made aware of the changes.

The carer is entitled to charge for the original hours booked.

In some cases, the carer may be happy to charge for the hours worked instead of the original hours booked. Carer's take travel time, other commitments and payment into consideration when applying for bookings so it is important that they are paid fairly.

Please note you will be charged in 15-minute increments for any overtime worked. We thank you for your understanding.

If a family or carer needs to cancel a booking, it’s their responsibility to cancel as soon as possible. At times, certain circumstances outside of a family's or carers control can impact their ability to fulfil the requirements of a booking.

In rare occasions, if Bright determines that a family's reason for cancellation falls within a severe circumstance, e.g. an unexpected death, Bright and the allocated carer can together make refund decisions outside of Bright Terms and Conditions should they come to a mutual agreement. This is not a guarantee, however.

If Bright determines that a carers reason for cancellation falls within a severe circumstance, Bright will do all within its reach to assign another carer to the family in need. In the case that the family decides to cancel, due to not wanting a different carer, or in the case that no other carer is available, the family will be provided with a full refund.

If you wish to make a request for a refund.

Refunds can only be considered after a booking has been canceled. If you feel that your reason for cancellation would be considered a serve circumstance, contact Bright for consideration. We require refund requests to be requested no later than 14 days from the date canceled and we may require additional information for consideration.

You can cancel your one-time booking through your App or Website Dashboard.

Log in to the app on your mobile device or log in to your account on the website and follow the instructions below.

To cancel a booking that has been secured:

App (coming soon):

  1. Log in to The Bright app and tap My Bookings (home icon) in the menu bar
  2. Tap into the booking, scroll down to the bottom and tap Cancel Booking.

Website:

  1. Log in to the Bright website, click on your name in the top right-hand corner, where the drop-down menu will display My Bookings.
  2. Click into My Bookings and scroll down the page to the section that states Confirmed Bookings.
  3. Click into the booking you wish to cancel then simply click ‘Cancel Booking’ which is located on the Request Changes button.

To cancel a booking that has not been secured:

App (coming soon):

  1. Log in to the Bright app and tap Booking Requests (home icon) in the menu bar
  2. Tap into the booking, scroll down to the bottom and tap Cancel Booking.

Website:

  1. Log in to the Bright website, click on your name in the top right-hand corner, where the drop-down menu will display My Bookings.

  2. Click into My Bookings and scroll down the page to the section that states Pending Bookings.

  3. Click into the booking you wish to cancel then simply click ‘Cancel Booking’.

Your payment information is collected when you confirm a booking through our platform and your card will be validated from there. However, we do not charge in full until the job is complete. Your carer will submit their final hours at the end of the placement.

In the case that a family cancels and it falls within a time that a cancellation fee is applicable, the family will be charged at the time that a booking is canceled.

No, Bright cannot split your booking cost across multiple cards. To make a booking, you'll need to make your payment with a single payment method. If you are splitting the costs with another family, we would advise organising the other family to make a direct payment into your personal account. Alternatively, the other family may want to purchase a gift voucher, where you can then enter their code, where the total amount gifted will then be deducted from the total booking cost.

If you need to update your payment method for future bookings, please visit your Account Settings and update your payment details in the Payment Method section.

Please note: No bookings will be secured unless there are sufficient funds for payment.

This charge is charged by our payment provider, Stripe, not the Bright.

The $1 charge is a temporary pre authorisation from your credit card company, basically giving the merchant the green light to charge your card for the full amount when your final purchase is made.

By authorising your card $1, our payment provider doesn’t have to place a larger hold on your account.

You can do this by contacting your carer direct via a message or a phone call.

If the changes requested are declined by your allocated carer, you will be provided with an option to keep the original booking or create a new booking for other carers to apply to. Should you choose to open the booking up to other carers, the original booking will be classified as a cancellation and your original carer's cancellation terms will apply.

Please note, dates are unable to be changed once a carer has been allocated.

If you cancel a booking BEFORE securing/booking a carer, you (the client) will not be charged.

If you cancel a booking where the secured carer has been allocated, you (the client) will obligated to meet the cancelation terms of your selected carer.

Our aim is to make a service that is fair for both parents and carers. Often carers miss out on other work or plans, therefore by allowing them to set their own cancelation terms, we are able to value their time and commitment.