Frequently Asked Questions
Find answers here.
General & Bookings FAQs
If you are a new customer, use our online booking tool to book a nanny, cleaner, or senior supporter.
If you a returning customer, you may contact us directly to rebook, as we already have your information on file! Please mention your registered name/email when you contact us, and details about the new booking you’d like to make.
Yes, of course! There’s no limit to the number of advance bookings you can make. However, our online booking tool only allows one booking at a time. You may need to finish and pay for one booking before starting the next. You can also contact us directly to make multiple appointments.
We kindly require a minimum of 3 hours for all our services, including childcare, senior support, and professional cleaning.
No, but any bookings over 8 hours will transfer to a premium overtime rate of x1.5.
We currently support the following payment methods for online payments:
- Credit/debit cards from Visa, Mastercard, American Express and more.
Nanny P operates childcare, cleaning and senior support services across the Greater Vancouver. Our team can be dispatched to the following cities, and surrounding residential areas:
If your area isn’t listed, please get in touch.
Here are a few things to double check, if your debit or credit card is being rejected by the system:
- Card number: Make sure you’ve entered 16 digits and check them carefully. This is the long number, usually on the front or back of your card.
- Expiry date: Check you haven’t put another date by mistake, such as today’s date. This should be the card expiry date, usually on the front or back of your card.
- CVV: This is usually a 3 digit security code found on your card or online banking app.
- Billing address: Your billing address is the home address that your bank has on file. Check with your bank’s customer service or on your online banking app to confirm the correct billing address on file. If you moved recently, you may need to use the old address to submit payment.
Absolutely. At Nanny P, our foundation is built upon the strong, trusting relationships we develop with families, parents, and daycares throughout Greater Vancouver. Our passion for providing accessible, reliable, and quality assistance to families drives everything we do.
We prioritize exceptional service and care by employing only experienced and trustworthy individuals. Each helper, whether for nannying, cleaning, or senior support, undergoes a rigorous vetting process. This includes comprehensive criminal record checks, first aid training, personal interviews, policy training, and reference checks to ensure reliability and commitment.
Furthermore, we tailor our services to meet your specific preferences, including desired experience levels and areas of expertise.
To learn more about our team and their dedication, click here.
Nanny P is always on the lookout for reliable new helpers to join our existing team!
Our hiring process is open to anyone with relevant experience. To apply, candidates must provide a clear criminal record check, hold first aid certification for all positions, and submit their resume. It is essential to be comfortable entering clients’ homes to provide care or cleaning services. While certification as an Early Childhood Educator is preferred for nanny positions and may be requested by clients, it is not mandatory.
We do not generally advertise open positions; however, if you are interested in working as an on-call helper with us, we encourage you to fill out this form to express your interest in working with us. Successful applicants will be contacted for interview.
Cancelling or Rescheduling a Booking
If you need to cancel, please contact us as soon as possible so that we can inform the employee and cancel your booking.
We do not offer refunds. However, depending on how much notice your provide, you may be entitled to credit toward your next booking.
- If you cancel 72 hours or more before the start time: You will receive a 100% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel between 48 to 72 hours before the start time: You will receive a 50% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel less than 48 hours before the start time, or you do not provide any notice: No credit will be provided and the full service fee will be retained.
You may change the date/time of your booking in line with the following conditions:
- If you tell us 72 hours or more before the start time: Rescheduling is allowed without any penalty.
- If you tell us between 48 to 72 hours before the start time: A late change fee equivalent to 50% of the service fee will apply.
- If you cancel less than 48 hours before the start time, or you do not provide any notice: Rescheduling is not permitted. If you wish to cancel, the full service fee will be retained.
Please contact us as soon as possible once you need to reschedule.
Nannying & Babysitting FAQs
We have a growing team of carefully selected and screened nannies that can cater to diverse family needs. All our nannies have extensive experience and first aid certification, with some holding Early Childhood Educator (ECE) qualification too. Meet our nannies here!
Conveniently book an on-call nanny through our online booking tool. Click here to get started.
We’ll match you with a nanny based on the details you provide in your booking form. The more information you share about your family’s needs and preferences, the better we can find the right fit. If you have a nanny you’ve worked with before and would like to request them, simply mention their name in the notes section. While we can’t guarantee availability, we’ll do our best to accommodate your request.
Nannying rates begin from $32 per hour. This includes all tax.
We accept online bookings for nannying between 3 and 8 hours.
The minimum booking is 3 hours. For bookings over 8 hours, an overtime surcharge of applies (x1.5).
If you need a booking longer than 8 hours, please contact us directly, and we’ll provide a custom payment link.
Please contact us directly to confirm any changes and check if we can accommodate them. A late change fee may apply. If you need additional hours, we’ll guide you through the payment process.
Your nanny has a duty of care and will never leave your children unattended. We understand that unexpected delays, like traffic, can sometimes cause you to arrive home later than planned.
If you’re late, your booking will automatically extend into the next hour, and an additional hour will be charged, regardless of how many extra minutes you need. Please note that any bookings that extend into the 9th hour or beyond, will be charged at a premium overtime rate ($48/hour).
Example 1:
You book a nanny from 3:00 PM to 10:00 PM and pay $224 ($32 × 7 hours).
If you arrive home at 10:15 PM, your booking extends +1 hour, and you’ll be charged an additional $32, bringing your total to $256 ($32 × 8 hours).
If you arrive home at 11.35 PM, your booking extends +2 hours, and you’ll be charged an additional $80, bringing your total to $304 ($256 + 1 hour of premium overtime at $48/hour).
If you need to cancel your nanny, please contact us as soon as possible so that we can inform the nanny and cancel your booking.
We do not offer refunds. However, depending on how much notice your provide, you may be entitled to credit toward your next booking.
- If you cancel 72 hours or more before the start time: You will receive a 100% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel between 48 to 72 hours before the start time: You will receive a 50% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel less than 48 hours before the start time, or you do not provide any notice: No credit will be provided and the full service fee will be retained.
No, you don’t. If you’ve booked online with us before, we have your payment information on file as per our Terms of Service. This means you can simply email us with your new booking details (such as time, date, number of hours, and the service you’d like to book) and we’ll take care of the rest! Please use the email address we have on file. First-time customers are still required to book online.
Senior Support FAQs
Supporters can provide non-medical care and companionship for senior family members. Examples of things our supporters can assist with include:
- Mobility Support: Helping the senior move around the house, transferring from bed to chair, or using mobility aids.
- Meal Preparation and Cooking: Preparing and making nutritious meals according to dietary needs or preferences, or planning grocery lists.
- Light Housekeeping: Cleaning, laundry, and tidying up the living space.
- Companionship: Providing emotional support and engaging in social activities such as talking, playing games, or doing hobbies together.
- Social Interaction: Arranging or facilitating visits with family, friends, or social groups.
- Errands and transportation: Running errands such as grocery shopping, or driving the senior to and from appointments, social events, or outings.
- Exercise and Physical Activity: Encouraging and assisting with light physical exercises to promote mobility and health.
- Pet Care: Helping with pet-related tasks like walking the dog or feeding pets.
Please share the activities you’d like your supporter to do during booking.
Conveniently book a senior carer through our online booking system. Click here to get started.
Senior support rates begin from $42 per hour. This includes all tax.
Yes! Our fee includes all taxes.
We accept online bookings for nannying between 3 and 8 hours.
The minimum booking is 3 hours. For bookings over 8 hours, an overtime surcharge of applies (x1.5). The rate is $63/hour.
If you need a booking longer than 8 hours, please contact us directly, and we’ll provide a custom payment link.
Please contact us directly to confirm any changes and check if we can accommodate them. A late change fee may apply. If you need additional hours, we’ll guide you through the payment process ($42/hour up to 8 hours, then $63/hour thereafter).
If you need to cancel your supporter, please contact us as soon as possible so that we can inform the employee and cancel your booking.
We do not offer refunds. However, depending on how much notice your provide, you may be entitled to credit toward your next booking.
- If you cancel 72 hours or more before the start time: You will receive a 100% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel between 48 to 72 hours before the start time: You will receive a 50% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel less than 48 hours before the start time, or you do not provide any notice: No credit will be provided and the full service fee will be retained.
No, you don’t. If you’ve booked online with us before, we have your payment information on file as per our Terms of Service. This means you can simply email us with your new booking details (such as time, date, number of hours, and the service you’d like to book) and we’ll take care of the rest! Please use the email address we have on file. First-time customers are still required to book online.
Professional Cleaning FAQs
(Please note: We require a minimum of 3 hours for all online bookings. For smaller spaces needing routine cleanings under 3 hours, contact us to discuss options.)
The time required for a cleaning session depends on the size of your space, its condition, and the type of cleaning you need. For example, a routine cleaning of a small apartment may take just a couple of hours, while a deep clean of an entire four-bed home will need significantly more time to achieve thorough results.
We encourage customers to be realistic about the time it may take, as underestimating can limit the results. For instance, booking only 3 hours for a deep clean of a full home is likely not enough. In such cases, our team will do their best within the booked time frame, but we may recommend additional hours once we assess the situation.
You can always book another session to finish off if needed, ensuring your space receives the attention it deserves. If you’re unsure how long to book, feel free to contact us—we’re happy to provide guidance based on your needs!
We provide professional cleaning for a minimum of 3 hours on any residential or business property within Vancouver and the Lower Mainland areas. Examples may include, but are not limited to:
- Move-In/Move-Out Cleaning – Cleaning services for people moving into or out of a home (or for landlords).
- Routine Home Cleaning – Regular weekly, bi-weekly, or monthly cleaning for households.
- Deep Cleaning – A more thorough clean for homes, typically involving hard-to-reach areas and neglected spots.
- Office Cleaning – Regular cleaning for office spaces, including desks, common areas, and restrooms.
- Retail Cleaning – Cleaning stores, showrooms, and other retail spaces.
- School and Daycare Cleaning – Cleaning classrooms, cafeterias, and playgrounds.
- Event Cleaning – Cleaning before, during, or after events like weddings, conferences, or parties.
Cleaners bring all their own cleaning supplies, except for a vacuum and mop. We kindly ask clients to supply a vacuum and/or mop for their cleaner, if it’s needed.
Book a cleaning appointment through our online booking tool. Click here to get started. Please be sure to include as much information as possible, including the scope of work, rooms to be cleaned etc.
Cleaning rates begin from $40 per hour. This includes all tax.
Yes! Our fee includes all taxes.
Please contact us directly to confirm any changes and check if we can accommodate them. A late change fee may apply. If you need additional hours, we’ll guide you through the payment process.
It depends on the job, but in most cases – yes! However, note that our online booking tool is for 1 on-call cleaner at a time. To request multiple cleaners for a bigger job, or to arrange a routine schedule, please contact us directly.
If you need to cancel your cleaning appointment, please contact us as soon as possible so that we can inform the cleaner and cancel your booking.
We do not offer refunds. However, depending on how much notice your provide, you may be entitled to credit toward your next booking.
- If you cancel 72 hours or more before the start time: You will receive a 100% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel between 48 to 72 hours before the start time: You will receive a 50% credit for the amount you paid, which can be applied to your next booking. This credit must be used within 12 months.
- If you cancel less than 48 hours before the start time, or you do not provide any notice: No credit will be provided and the full service fee will be retained.
No, you don’t. If you’ve booked online with us before, we have your payment information on file as per our Terms of Service. This means you can simply email us with your new booking details (such as time, date, number of hours, and the service you’d like to book) and we’ll take care of the rest! Please use the email address we have on file. First-time customers are still required to book online.