Carer FAQ

Carer 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.

Being a carer

Police-checks can take up to 25 working days to be processed (1.25 months total). Unfortunately we aren’t told when the New Zealand police will releasing your results so we get in touch with you the day we receive them.

After each booking, you can easily enter in the hours you are owed under your ‘Confirmed Bookings’ screen in the app or website. This will generate an invoice directly to us, which we will process from Monday - Sunday, and pay every Thursday.

We charge a parent's credit cards to make things nice and easy for everyone. This means you will never be underpaid in any instance.

If a parent offers you cash in any instance, kindly decline their offer and let them know they will charged via our platform.

This is an unknown, as every family works so differently.

We have some families who will book months in advance, and others who will book two hours ahead of when they need someone. You can apply for bookings that suit your schedule best as they come through.

We allow more than one carer to apply for each booking to ensure every family has a range of options when choosing the best fit for their family.

If you are feeling as though you need support in getting more bookings, please contact us on carers@usebight.io and we will help you from there.

Carers should fulfil all confirmed bookings unless unwell or an unfortunate event has occurred. If there is a valid reason for canceling a booking, and this can be verified, one-time and ongoing nanny cancelation terms may not apply.

Valid reasons for not fulfilling a booking:

  • Unexpected illness or injury affecting oneself or an immediate family member where a medical certificate can be provided to support this
  • Death of an immediate family member where a police report or death certificate can be provided to support this
  • External transport disruptions that mean it is impossible to travel to the booking destination, including road closures and flight cancellations only due to airport closures. Delayed or rescheduled flights, overbooking, airline strikes and the inability of an airline to complete a flight are not covered under our cancelation policy.
  • A serious family event has occurred which can be confirmed by another family member

Cancelation terms for one-time care. If you cancel a confirmed booking without a valid reason, the following will apply:

  • A cancellation fee of up to $100 may be charged or withheld from your next payout
  • Your calendar may be blocked in which case you will not be able to apply for other jobs at the same date/time on the platform
  • A public cancelation review will be left on your profile
  • You will be unable to retain a star carer status for six months. Star carers must have a cancelation rate of 1% or lower.
  • If you cancel three or more bookings within a year, we may suspend your account

Cancelation terms for ongoing care. If one weeks notice isn’t provided to the family or if you, the carer, do not have a valid reason for cancelling, the following will apply:

  • A cancellation fee of up to $100 may be charged withheld from your next payout
  • A public cancelation review may be left on your profile
  • You will be unable to retain a star carer status for six months. Star carers must have a cancelation rate of 1% or lower.
  • If you cancel three or more bookings within a year, it may result in the loss of your current ongoing role and we may suspend your account.

Canceling is incredibly disruptive for families. Families use our service because they do not have reliable, trusted others who they can call on.

  • 48hrs hours in advance: The family has 35 hours to select a carer before their booking is paused.
  • < 48hrs hours in advance: The family has 12 hours to select a carer before their booking is paused. Please note: 11pm - 6am is not included in the total time the family has to book their carer.

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.

Personal information, security & safety

Why Bright?

Signing up as a carer

Bright works in two ways;

  1. We can conduct a police check upfront and take $11 via a credit or debit card by choice of the carer. You will still be accepted to our platform and can view bookings before making this payment, but you must pay for your police check before working your first booking.
  2. We accept a current police check provided by you, the carer, which has already been conducted under the child vulnerability act within the last 12 months. In this case, we will require a physical copy of your police-check. If your police check is accepted by us, you will not be charged to have your police-check conducted again. Please note that we need to police-check you every three years.

Please note, you may find you have less chance of getting work without a police check as these are often a safety mechanism that parents look for. We would strongly recommend getting your police check organised right away through an upfront payment as they can take up to five weeks to come back with the final results.

One - seven days.
The longest process is waiting to hear back from references. If your references are prompt at getting back to us, the sign up process should take no longer than seven days.

If you have any questions regarding your application, please contact us at carers@usebright.io

For carers who have gone through our vetting processes and have been accepted onto our platform.

  1. A family lists a booking

  2. You will be alerted to bookings relevant to your location and experience.

  3. You can view the booking details and family profile, where you can then apply for the booking.

  4. The family will review your profile, along with any other profiles of available carers. From there, they will select the carer they feel is best suited to their needs.

  5. If you are awarded the booking, you will be alerted.

  6. Once you have completed the job, you will then have the opportunity to submit your hours and review the family.

  7. You will then be paid by Bright

We do have a few restrictions in place for those who want to become a carer for Bright.

You need to;

  • Be at least 18 years of age
  • Have previous experience with children
  • Not have a criminal record
  • Have proof of identity
  • Legally be able to work within NZ
  • Be able to provide a reference.
  • Provide all the necessary documents required

Yes. We have a lot of people who chose to work between different cities. You can have multiple addresses within your profile so that you can access bookings wherever you are located at the time.

We operate in Auckland, Tauranga, Wellington, Hamilton and Christchurch

Please contact us if you have any concerns around your application being denied. We are strict with who we bring on board for the purpose of keeping the parents within our community happy, as well as ensuring their children are in the safest hands.

If you feel that your application has been wrongfully denied, we would love to hear from you. Please contact us at carers@usebright.io

We do have a minimum commitment period of three months. This means that you are going to be actively seeking and applying for bookings within this three months. There is a lot that goes into onboarding a new carer so we need to ensure the time we spend on you isn't wasted.

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

You will be paid according to the ages and the number of children you are required to care for.

Our minimum pay starts at $23 per hour for one time care. If you get to Star Carer status, you will be able to set your own hourly rate.

For ongoing nanny roles, we allow our carers to set their own rate.

It doesn't cost anything to sign up to Bright unless you wish to apply for a booking.

We are big on safety and protection and ensure every carer within our platform is covered under our insurance policy.

The only cost you may have is the cost of a police-check should you require Bright to conduct this on your behalf. The cost for us to conduct your police check is $11 including GST.

Working with Bright means you have complete freedom over the the families you work for and the hours you work. You will be presented jobs relevant to your experience and can apply for those that suit your schedule.

If you don’t wish to work, simply don’t apply - it is as easy as that. We do have policies in place if you have been awarded a booking already, as reliability is what our company is built on.

At Bright, we’re passionate about matching amazing carers with incredible families. We pride ourselves on exceeding parent expectations and offering a wonderful service that they can’t find anywhere else. Join our community so that you can help us put even more smiles on children’s faces all across New Zealand.

The safety of our carers is our number one priority. We have put together the following information and advice to show how you are supported, and kept in a safe environment.

  • Family background checks All parents must disclose criminal records when they sign up to our community to ensure the safety of our carers. Details of family checks are available to you prior to attending a booking.

  • Verifying parent phone numbers All parents must verify their mobile phone number to ensure they are linked to a mobile network, and to ensure the safety of our carers

  • Insurance We have you covered. We have Public Liability Insurance in place for all our carers which covers up to five million in damages when completing work for a family. If something unfortunate occurs and you need to make a claim, please contact hello@usebright.ioand we will assist you in this process. Please note, you will be responsible for the $400 excess required to make a claim.

  • Trusted contact You will be required to enter the contact details for an emergency contact person in your account dashboard. In doing so we will have direct access to their contact details should we have any concerns.

  • Emergency protocols If an unforeseen emergency occurs, we will have prepared you in your induction to be able handle any given situation. For serious non-emergencies, the app also allows you to contact Bright directly so we can take appropriate actions.

  • Family feedback
    If your experience with a family leaves you feeling unsafe or unhappy, we ask you that you please provide feedback. We take these concerns very seriously, and will thoroughly assess any negative feedback that is provided. Our promise to you is that we only work with good people, and your safety and happiness are our priority.