Parent FAQ

I’m nervous about booking someone online. What options do I have?

We completely understand! That’s why we offer the option of a meet-and-greet video call before you officially book a Swaddler.

What is the vetting process for Swaddlers?

All Swaddlers are CPR and First-Aid certified, have cleared background and identity checks, and possess years of childcare experience. Each Swaddler undergoes a multi-step interview process, including reference checks.

Will I always get the same Swaddler?

You can mark your favorite Swaddlers as “Super Swaddlers,” making them top priority for your future bookings! While we strive for consistency, availability plays a role. 

Who has access to my family profile?

Your information is private and securely stored. Only the Swaddlers you send a request to can view your child’s profile.

Why do you need detailed information about my family and pets?

This helps us match you with the best Swaddler for your family’s specific needs.

Are your services claimable for the Canadian childcare tax benefit?

Yes! Receipts can be used for this benefit, and RL24 slips are provided at year-end. We’ll need your SIN number in your profile for this.

Are there taxes on your services (Canada)?

Childcare services are not taxable, but taxes apply to the service fee portion. For swimming lessons, regular taxes apply.

What is the cancellation policy?

If you cancel more than 12 hours before the scheduled start time, you will receive a full refund, except for the service fee portion. The refund will be issued to your original payment method. For cancellations made within 12 hours of the scheduled start time, you will be credited 50% of the booking fee, which can be applied to future bookings, while the service fee remains non-refundable. If you cancel within 6 hours of the scheduled start time, no refund will be provided.

What happens if I get home early?

If you arrive home early, your account will be credited for unused time in 15-minute increments, rounded down to the nearest quarter-hour. No credit applies if the booking ends less than 30 minutes early. The minimum booking time is 2 hours, so credits only apply if the unused time exceeds 2 hours and 30 minutes.

What happens if I get home late?

If you’re running late, please inform your Swaddler via the chat in the app. Any additional time over 5 minutes will be charged automatically at a 30% service fee.

How can I contact my Swaddler?

After booking and payment, a chat will open between you and the Swaddler. This chat closes once the booking is complete.

How do I book the same Swaddler for multiple dates?

You’ll need to book each date separately. After booking once, the Swaddler will be added to your list of past Swaddlers, making them a priority for your next searches if available.

What if I receive no matches for my request?

Common reasons include your location being outside our service area or mismatched availability. Try adjusting the time or date to expand your options.

What if I have a special request for a different type of booking?

We’re happy to accommodate you! Select “Other” in the services section, and our team will get in touch with you.

Can the Swaddler pick up my kids from school or daycare?

Yes, as long as it’s within walking distance. Swaddlers are not allowed to drive children.

Does my Swaddler clean?

Swaddlers don’t perform household chores, but they will clean up after themselves and any mess made with the children.

Can I book recurring weekly care?

Absolutely! You can book up to two months in advance. Select the same date and time each week to reserve your spot.

Do you provide full-time, long-term care?

Swaddle specializes in on-demand, short-term childcare on an as-needed basis. We’re here for occasional bookings like weddings, date nights, and appointments. We’re not a nanny agency or housekeeping service but offer support when you need it most.

Am I expected to tip my Swaddler?

Tipping is appreciated but not required—completely up to you!

Am I expected to feed my Swaddler?

Swaddlers appreciate being shown where snacks and drinks are. However, they bring their own food unless you prefer otherwise for religious or personal reasons. Please communicate any preferences in advance via the chat.

Can I delete my account after booking if I’m traveling from out of town?

Yes, all information will be deleted with your account. Please note that you’ll need a new account for future bookings.