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Frequently Asked Questions

Additional information and FAQs on Kiddocare services.

Our Kiddocarers

Who are the Kiddocarers?

Kiddocarers are third party (independent) babysitters offering their service on the Kiddocare platform.

How do know I am getting a qualified Kiddocarer?

Kiddocarers undergo mandatory on-boarding process which includes babysitting training and CPR /first aid certification developed and run by industry experts, as well as Polis Di-Raja Malaysia (PDRM)/Royal Malaysian Police background screening, health check and psychometric assessment. 

What is your assurance of the safety of my child(ren)?

As a matching platform, we cannot guarantee their safety, but Kiddocare has, at best efforts, instituted SOPs and measures, as well as qualifying the Kiddocarers, to minimise risks and mishaps during service. The responsibility and quality of service lies with the Kiddocarers, thus we suggest that parents provide as much guidelines as possible to the Kiddocarer, and child proof their homes.  And if the service takes place outside of the home then the parents must ensure that the place is safe for their children. 

Will I know anything about my Kiddocarer before they arrive?

We will provide you with their profile, picture, details, as well as previous customer review and ratings where available.

Can I meet the Kiddocarer beforehand?

We suggest that on your first sitting you arrange for the babysitter to arrive 15 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. It is usually not practical to meet a babysitter before you need her to babysit, as she may not be available when you do need a babysitter. The Kiddocarers have chosen to work with children because they enjoy it – you’ll find they are quick to put you and your family at ease.

Are Kiddocarers insured?

The Kiddocarers are not insured, but for the moment we are looking into an insurance scheme to cover our Kiddocarers. As per our Terms of Service, use of our platform is at your own risk.

Booking

When should I book my Kiddocarer?

Earlier in advance and preferably 5 days prior to the service, the earlier you book, the better your chances of getting your preferred Kiddocarer before someone else does. As soon as we’ve filled your booking – we’ll inform you via WhatsApp about your Kiddocarer and confirming the time and date of the booking. We will also try to cater to last minute needs (minimum 4 hours notice).

When is my booking processed?

Bookings are processed from 9 am to 6 pm on working days. On weekends, processing will be from 10 am to 5 pm (we normally receive a high number of bookings during the weekends so do bear with us as we try to match you with the best babysitter!)

Will there be a surcharge for last minute bookings & public holidays?

Yes. Last minute booking with less than 4 hours will incur a RM30 surcharge (only applies if a Kiddocarer has accepted the job). Public holiday bookings will incur a 50 percent surcharge.

Can I have the same babysitter each time I book?

Wherever possible your bookings will be offered first to your preferred babysitters (you can let us know who your top 3 favourite babysitters are). One of the strengths of our service is that we will always endeavour to find you an experienced and reliable babysitter, local to you. 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. Generally, families find that they get to know two or three local babysitters who cover most of their bookings. You will be notified as soon as we’ve filled any bookings you make – with details about your Kiddocarer.

Why is there a minimum booking of two hours?

We have to ensure that Kiddocarers are willing to give up their day/evening to look after your children. In our experience the combination of the hourly rate and the minimum booking of 2 hours provides the balance required to ensure our professional babysitters are prepared to attend your bookings.

Can Kiddocarers provide care for my children during the day?

Absolutely! Our Kiddocarers are available for daytime childcare in your own home. We all have times when we need to attend to an appointment, meeting or function where it’s easier if children are looked after at home. We also sometimes need to work at home and need some quiet time, so Kiddocarers can help entertain and take care of your children whilst at home. Many parents find this service particularly useful during school holidays and as emergency cover at home when other childcare arrangements fail (maids goes home or falls ill, or if your child is unwell and cannot attend school/nursery).

How do I know my booking is confirmed?

Once your booking is accepted, you will be notified via WhatsApp.

Do you provide Kiddocarers for school pick-ups?

We regret that we cannot provide Kiddocarers collect your children from school or after-school co-curriculum activities due to legal liability and jobscope matters. It is in the interest of law that our Kiddocarers focus on their primary role – to look after your children and keep them safe within your home.

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 3 children between two to twelve years old. A second Kiddocarer is only necessary when the above guide numbers are exceeded.

Can you provide care for my child who has special needs?

Although some of our Kiddocarers have special needs experience we are unable to guarantee that we have sufficient carers with the right experience in your area.

Do sitters stay after midnight?

Our service hours is only up to 12 midnight, but if the situation requires it, you will be charged an additional surcharge for every hour pass midnight.

Payment

When will the Kiddocarer be paid?

All payments will be made online upon confirmation of the Kiddocarer for the booking. Kiddocarers will be paid for all work done each week.

Do I have to pay the Kiddocarer for travelling time?

No. But from time to time, a travel surcharge may be applied with your agreement, if no carers are available near your booking area, and requires an out-of-area carer to travel to the location.

Scheduling & Cancellations

What if I need to change the time of the booking?

Please contact our support line and this will be handled on a case by case basis.

What if I have to cancel a booking? Will I get a refund?
  • Cancellation made less than 24-hours before service are non-refundable
  • Cancellation made 24-hours or more prior to service will receive a 70% refund, not inclusive of the processing fee
  • If a carer cancels the service after payment has been made, we will try our best to find a replacement, failing which we will give a full refund, minus processing fees.

 

Payment terms for last minute booking?

For last minute bookings, less than 4 hours before service an RM30 surcharge will be applied, payments need to be made within 30 minutes after Kiddocare has sent out the payment information to you. Non-payment after stipulated time will result in automatic cancellation of booking.

I need a Kiddocarer for less than 2 days, what is the payment term?

For bookings less than 2 days, payments need to be made within 1 hour after we send out the payment information to you. Non-payment after stipulated time will result in automatic cancellation of booking.

I need a Kiddocarer for more than 2 days, what is the payment term?

For bookings more than 2 days, payments need to be made within 24 hours after we send out the payment information to you. Non-payment after stipulated time will result in automatic cancellation of booking.

Miscellaneous

What if my child wants to have a friend over?

That will be considered as an additional child and additional rates will apply.

What if my child is sick?

In general, our babysitters can care for sick children, but may decline to do so for infectious diseases. When making the booking, you must declare about any health concerns beforehand.

Is Kiddocare a childcare service provider?

No, Kiddocare is a platform that matches independent third party service providers who provide childcare services with parents who need such services.

What does Kiddocare provide?

Kiddocare is a technology platform that matches clients seeking babysitting services with babysitters (termed as Kiddocarers) who are independent third-party service providers.

As per our terms and conditions which comes into force for all clients whose use of our platform and Kiddocarer’s service, implies their sight and acceptance of the terms, all liabilities and responsibility for the quality, timeliness and safety of the service, lies between the Kiddocarers and the clients.

However as the matching platform and to maintain good will, Kiddocare has endeavored best efforts to minimize any issues with the above during service. We do this firstly by qualifying Kiddocarers who are onboarded onto our platform. To offer their babysitting service on the Kiddocare platform, the independent service providers need to go through:

Babysitting training and assessment delivered by national industry experts who are Kursus Asuhan Permata (KAP) certified trainers. KAP is the Malaysian certification for childcare centre workers as certified by the Malaysian Government. The trainers deliver modules that is a subset of KAP, as babysitters do not require training in childcare centre management and operations which makes up the bulk of course.

Hands-on CPR and emergency first aid certification by Pertubuhan CPR Malaysia (CPR4Malaysia), conducted by certified CPR expert trainers. CPR4Malaysia is an NGO that advocates hands-on CPR knowledge aiming to have a CPR certified person in every Malaysian household. Its trainers follow the American Heart Association standards for CPR.

Identification credentials vetting, as well as police record and police report (PDRM database). This exercise is to ascertain their identity, as well as search if they have any police records for whatever offense, or have any police record lodged in their name.

Psychometric assessment by Harrison Assessment, using its online based assessment tests for selected candidates. Harrison Assessment is a reputable talent management technology company which is also used to assess high ranking civil servants.

Health check from clinics or hospitals to determine that the carers are free from any infectious diseases and does not have serious medical complications.

All our carers also have to undergo an individual interview with our assessment members.

Secondly, we have also established our Standard Operating Procedures (SOP) to assist both Kiddocarers and clients with a framework to provide adequate information for the service as well as to help provide checks and safety for both parties. This is in addition to and is above and beyond our matching service. And as accidents may happen, the SOPs also include emergency response and other important guidelines and measures to assist Kiddocarers in handling such situations.

Thirdly we provide value added facilitating and moderating feature, that allows parents to communicate with Kiddocarers and monitor the service, so that they can assess the Kiddocarer and the condition of their child.

We hope that the measures and SOPs will help to provide a great experience for all involved.

Where is your childcare centre located?

Kiddocare is not a childcare centre, we are a platform that link parents with babysitters. The babysitters will take care of your children at your preferred location.

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What if my child wants to have a friend over?

That will be considered as an additional child and additional rates will apply.

What if my child is sick?

In general, our babysitters can care for sick children, but may decline to do so for infectious diseases. When making the booking, you must declare about any health concerns beforehand.

What does Kiddocare provide?

Kiddocare is a technology platform that matches clients seeking babysitting services with babysitters (termed as Kiddocarers) who are independent third-party service providers.

As per our terms and conditions which comes into force for all clients whose use of our platform and Kiddocarer’s service, implies their sight and acceptance of the terms, all liabilities and responsibility for the quality, timeliness and safety of the service, lies between the Kiddocarers and the clients.

However as the matching platform and to maintain good will, Kiddocare has endeavored best efforts to minimize any issues with the above during service. We do this firstly by qualifying Kiddocarers who are onboarded onto our platform. To offer their babysitting service on the Kiddocare platform, the independent service providers need to go through:

Babysitting training and assessment delivered by national industry experts who are Kursus Asuhan Permata (KAP) certified trainers. KAP is the Malaysian certification for childcare centre workers as certified by the Malaysian Government. The trainers deliver modules that is a subset of KAP, as babysitters do not require training in childcare centre management and operations which makes up the bulk of course.

Hands-on CPR and emergency first aid certification by Pertubuhan CPR Malaysia (CPR4Malaysia), conducted by certified CPR expert trainers. CPR4Malaysia is an NGO that advocates hands-on CPR knowledge aiming to have a CPR certified person in every Malaysian household. Its trainers follow the American Heart Association standards for CPR.

Identification credentials vetting, as well as police record and police report (PDRM database). This exercise is to ascertain their identity, as well as search if they have any police records for whatever offense, or have any police record lodged in their name.

Psychometric assessment by Harrison Assessment, using its online based assessment tests for selected candidates. Harrison Assessment is a reputable talent management technology company which is also used to assess high ranking civil servants.

Health check from clinics or hospitals to determine that the carers are free from any infectious diseases and does not have serious medical complications.

All our carers also have to undergo an individual interview with our assessment members.

Secondly, we have also established our Standard Operating Procedures (SOP) to assist both Kiddocarers and clients with a framework to provide adequate information for the service as well as to help provide checks and safety for both parties. This is in addition to and is above and beyond our matching service. And as accidents may happen, the SOPs also include emergency response and other important guidelines and measures to assist Kiddocarers in handling such situations.

Thirdly we provide value added facilitating and moderating feature, that allows parents to communicate with Kiddocarers and monitor the service, so that they can assess the Kiddocarer and the condition of their child.

We hope that the measures and SOPs will help to provide a great experience for all involved.

Babysitting Made Simple

For your peace of mind, put your child in the capable hands of a trained and reliable babysitter.

Contact Details

019-883 0175 010-400 0436

support@kiddocare.my

Kiddocare@Common Ground TTDI
Level 11, Menara KEN TTDI,
No, 37, Jalan Burhanuddin Helmi,
Taman Tun Dr Ismail,
60000 Kuala Lumpur

Babysitting Made Simple

For your peace of mind, put your child in the capable hands of a trained and reliable babysitter.

Contact Details

019-883 0175 010-400 0436

support@kiddocare.my

Kiddocare@Common Ground TTDI
Level 11, Menara KEN TTDI,
No, 37, Jalan Burhanuddin Helmi,
Taman Tun Dr Ismail,
60000 Kuala Lumpur