FAQ

Five Star Sitters requires 12 hour notice for any booking made through our website.

All Care Providers have a three-hour minimum for a booking.

Five Star Sitters will work diligently to provide every member with a care provider made
within 24 hours of the start time. However, we are limited to the amount of qualified, fully
vetted care providers that are available during each time of the day. If a care provider
cancels for an unforeseen issue within 24 hours of the reservation, Five Star Sitters will
do their very best to provide members with a different care provider. In the instance
where an additional care provider is not available, Five Star Sitters will credit the
member’s account for the reservation fee.

Five Star Sitters charges members for the reservation fee. Members are required to pay
the care provider through the app or the website via debit or credit card.

Please note, the hourly rates are time and a half for the following holidays:

• New Year's Day
• Easter Sunday
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving Day
• Christmas Eve
• Christmas Day
• New Year's Eve

Please note: Cash payments will be no longer be accepted unless it is as gratuity for
the care provider.

Once we have confirmed a sitter for your reservation, the reservation fee is nonrefundable. In order to receive a refund or credit to your account, you must cancel your request prior to a sitter being confirmed.

Five Star Sitters does not have a formal interview process for on-call care providers.
However, we understand the importance of members feeling comfortable with the care
providers we are sending them. We are more than happy to arrange a meeting for
members to interview one or more care providers prior to making on-call reservations.
However, we do want members to know that we cannot guarantee a specific care
provider will be available for the requested reservation.

We recommend conducting a FaceTime or Skype interview with an on-call care provider
if needed.

We cannot guarantee the availability of a care provider each and every time you need a
sitter. When making your reservation request, you will be able to view the available care
providers during the time frames you are looking for. We will do our best to fulfill your
request preferences. We do require that all reservations are booked through the Service
on the app or on the website; members may not contact care providers directly
concerning reservations. However, you can message care providers right from the app.

All reservations must be made directly through Five Star Sitters. We cannot guarantee a reservation, or a service level if reservations are not made through the Service. Care providers are also instructed not to take reservations directly from members and are assessed a penalty fee for doing so. Requesting a sitter outside of the service will
jeopardize their ability to continue to work for the service, as well as your ability as a client
to use the service.

The following holidays will have a time and a half hourly rate for Care Providers:

• New Year's Day
• Easter Sunday
• Memorial Day
• 4th of July
• Labor Day
• Veterans Day
• Thanksgiving Day
• Christmas Eve
• Christmas Day
• New Year's Eve

Many parents ask if tipping the care provider is customary. Tipping is at the discretion of the parents. However, like other service industries, tipping a babysitter is a very common practice and always appreciated.