How Can We Help?

How do I book a babysitter?

To book a babysitter, just click the "Book Now" button. You may be asked to log in if you're not currently logged in or to create an account if you do not already have one.

Specify when you want your booking to start and end, confirm the address that the booking should take place at, and add the booking to your basket. Remember that the start and end times should always be specified in 24 hour format, i.e. 6pm would be 18:00. Also bookings must be for a minimum period of 4 hours.

You can add further bookings to your basket if you want to make more than one booking. For each booking in your basket, you'll be charged a "booking fee". When you've finished, click the "Go To Checkout" button.

On the "Checkout" page, enter your payment card details and click "Pay Now". If you've previously made a payment you may be able to pay with your saved payment card details. Your payment card will then be charged with your basket's total cost and you will receive a confirmation email for each booking.

We'll then start to look for suitable babysitters for your bookings. Whenever a babysitter is assigned to one of your bookings we'll send you a separate email with their details and a link to their profile.

Finally, we'll also send you an SMS text reminder shortly before each of your bookings are due to start. The text reminder will include the babysitter's mobile telephone number, in case you need to get in touch with them directly, and also the "babysitter fee" for the booking.

For UK bookings, at the end of each booking we'll send you an SMS text message telling you what your babysitter's fee is and we'll automatically charge it to your payment card the following day.

Can I book a babysitter for any time of the day?
No. We only offer babysitting bookings for evenings and weekends. You can create a booking to start at 15 minutes intervals of the hour, ie. you can book for 8:00/8:15/8:30 or 8:45. If you find that only the exact hour is displayed in the box you can adjust the start or the end time manually. For example if the drop down box for the time only indicates 8:00am you can manually adjust the time and amend it to 8:30am. Just click in the drop down box and enter the required time then press enter.


Where do I find my booking history?
Under the “My account / My Bookings” section you are able to see all ongoing and past bookings.


I have received a booking confirmation but I can't see who's accepted my offer?
Once your booking has been confirmed by us we will send the job offer to the available babysitters and if you have your favorites we will contact them first. Once a babysitter has accepted your job we will send you an email with all her/his details, so you always know exactly who is coming to your house.


How are the babysitters selected for my booking?
We select the most suitable babysitters by location and age related experience. As always, if you have favourite babysitters, we will contact them first.


Why is there a minimum booking of three hours?
We believe that four hours should be the minimum booking time as it will ensure that it is worthwhile for the babysitter to accept any job offers.


How much notice do you need if I want to book a babysitter?
We'll always try to meet those spontaneous last minute needs - even if we're given as little as six hours notice. However, thankfully, most bookings are made with three or more days notice and we're quite happy to take your bookings up to six months ahead. The more notice you give us the better your chance of booking one of your favourite babysitters before someone else does. As soon as we've filled your booking we will send you an email informing you about your babysitter.


I have been allocated a babysitter - how do I see her/his profile?
Once your booking has been allocated to one of our babysitters you receive a booking assignment confirmation email. In this email you will find your babysitter’s photo with a link underneath taking you directly to her full profile.


Could I request a different babysitter?
We understand that every parent and every child is different. If you have doubt or you are uncertain about the babysitter who has been allocated to your booking please email us and we will do our very best to find you another babysitter.

How do I amend a booking?
You may amend any bookings you have made in the “My Account/ My Bookings” section. Please bear in mind that we do not refund booking fees.


How many times can I amend my booking?
You may amend your booking up to three times, but on each occasion we need at least six hours notice before your booking would start.


What to expect once I have made my first booking?
Once you have made your booking you should straight away get a confirmation email from us stating that your booking was successful. Then once a babysitter has accepted your job you get a second email with all her details. Lastly, you will get a reminder text from us 12 hours before the booking would start.


How much notice do you need if I want to cancel my booking and is there a fee?
The more notice you can give us the better, so that we can find a replacement booking for that particular babysitter. There is no fee owed to the babysitter if the booking cancellation made well in advance. If you cancel the booking within an hour of the start time, or when the Babysitter arrives at the location a minimum of 50% of the 4 hour minimum booking rate should be paid to the Babysitter in compensation for their travel/time. 
The booking fee, however, will not be refunded.


How do I cancel a booking and how do I get a refund of the booking fee?
You may cancel any bookings you have made in the “My Account/ My Bookings” section or you can email us at info@hellomums.co.uk and we will cancel the booking for you and confirm that your booking has been cancelled. 
We do not refund booking fees, unless we are unable to provide you with a babysitter.


Can I have the same babysitter each time I book?
Whenever possible your bookings will be offered first to babysitters you have met before - and if you have told us who your favourite babysitters are, we will always try them first. One of the strengths of Hello Mums’ service is that we will always endeavour to find you an experienced and reliable babysitter. Many of our babysitters have commitments to their own families and it may not always be possible to supply the same babysitter on every occasion. In practice families find that they get to know four or five local babysitters who cover most of their bookings. You can choose your favourites on the website. We will send you an email as soon as we've filled any bookings you make with details about your Hello Mums babysitter.


Is there a maximum number of children per babysitting?
There are limits as to what we consider safe. Under usual circumstances if there are more than 2 children under three years old or more than 5 children under the age of 12 a second babysitter is required. Please remember that membership of Hello Mums is for the care of the children of one family per membership. A separate booking is required for each family whose children are present. However, a second babysitter is only necessary when the above guide numbers are exceeded. In cases where children of other families are present at a booking there is a 50% surcharge in the babysitter's hourly fee.


Children (other than my own) are staying the night and we would like to go out. How do I indicate the change and do I need more than one babysitter?
If there are are more than 2 children under three years old or more than 5 children under the age of 12 a second babysitter is required. If there are 3 or less children we kindly ask you to provide us with details of the extra child (children) and pay 50% extra to the babysitter. You need to email us and inform us about the change in the number of children.


Can you provide care for my child who has special needs?
Unfortunately, we can't. Although some of our babysitters have special needs experience we cannot be sure that we have sufficient carers with the right experience in your area.


Can I meet the babysitter beforehand?
We suggest that on your first babysitting you arrange for the babysitter to arrive 30 minutes before you leave. You can then introduce her to your family and be in a position to see how well she relates to your children. If the children are ready for bed she could read them a story or if they are older you could start a game together. Our experience is that when you introduce your babysitter in this way children soon feel comfortable. Our babysitters have been carefully selected and have experience working in childcare. They have chosen to work with children because they enjoy it - you'll find they are quick to put you and your family at ease. If you are very nervous about leaving your child for the first time, why not make your first evening out very local and arrive home early.


What if I’m running late?
You should always discuss with the babysitter before you leave the house if she is happy to stay longer, if needed. Usually it is not a problem, but if you are going to be later than midnight please offer to pay (or at least contribute towards to) for a cab.


Am I able to get in touch with the babysitter prior to the start of my booking?
Yes, we send you a reminder with the phone number of your babysitter, so you can always make some arrangements or chat to your babysitter before she would arrive.


What to do if I'm not happy with the babysitter?
Please report to us if you have any problems with your babysitter and we will do our best to help your resolve the problem. Of course, we would never send you that babysitter again.


How do I rate the babysitter?
You receive a feedback request after each time you book whereby we kindly request you to provide a review or feedback of the childcarer you had.