Refund Policy

Last updated: 1 November 2026

We want every payment to be worth it. This is how refunds work.

Contact unlocks

An unlock gives you a nanny's contact details straight away, so it is normally not refundable. We will refund you, or unlock another nanny for free, if within 7 days of paying:

• the WhatsApp number is wrong or not on WhatsApp, or
• the nanny does not reply to you within 7 days, or
• the profile turns out to be fake or seriously misleading.

Concierge matching

• Full refund if you cancel before we send your shortlist, or if we cannot send one within 14 days.
• After the shortlist is sent the fee is not refundable. If none of the nannies fit, tell us within 14 days and we will send a second shortlist for free.

Duplicate or mistaken charges

If you were charged twice or by mistake, we refund the extra charge in full.

How to ask for a refund

Email us from your account's email address with the date of payment and the reason. We reply within 3 business days. Approved refunds go back to the original payment method through Stripe and usually arrive within 5 to 10 business days.

Contact

Questions? Email hello@joinnannylink.com.