Tech support
& FAQs

Yes, you need to apply for Full Marvellous Membership in the app. Full Marvellous Membership is only available for parents who want to use the app in one of our coverage areas. Our Content Membership is available to everyone, however, it does not allow you to book Norland Nannies.

For booking nannies via our Full Marvellous Membership, we currently cover:

- Bath, Bristol and surrounding South West area.

- London (excluding parts of East and North London).

Email admin@marvellousbabysitting.com if you'd like to check if your postcode is covered.

The new content is a collection of over 100 organised, searchable, reader-friendly articles to help parents with advice, recipes and activities based on Norland’s best practices. This was generated as part of our partnership agreement with Norland and carefully put together by Norland Nannies, all checked and approved by Norland.

It’s the only place you’ll find any material that has been officially approved by Norland outside of the college training. These guides cover topics ranging from the bag you should pack for the hospital when you’re expecting, to advice on weaning, potty training and routines. The recipes and activities are designed to span a wide range of ages - with many being suitable for the whole family.

These articles will be continuously added to, improved and updated with the latest advice, offering parents up-to-date Norland knowledge straight from your pocket!

1) Message your nanny in advance and let them know about any specific request you may have, such as providing activities, preparing meals, or sorting bath and bedtime.

2) Make sure your “Need to Knows” are correct and up to date.

3) Upon arrival, show the nanny around the space they will work in.

4) Communication is key. If you’re running late, let them know and request an extension in the app to avoid the overtime charges. Please note: extension requests are at the discretion of your nanny. Our nannies always try to be accommodating when you are running late but if your nanny doesn’t agree to the extension, you may be charged the overtime fee.

5) Relax knowing your child is in the care of a world-class childcare professional.

6) Had a good experience? Use the app to make another booking. Please don’t embarrass our nannies by asking them to book off-app, as this can impact their standing with Norland as well as voiding your in-app protections.

If you need any more information, please message admin@marvellousbabysitting.com and one of our marvellous team members will help you out.

Bookings are charged at a predetermined fixed hourly rate, with a slight addition to the first hour to help compensate our nannies for travel arrangements.

The current rates are viewable on our Membership page.

Please note: there are automatic overtime charges if you are more than 15 minutes late. This is to help compensate nannies for staying longer than agreed. We will charge this to the card you made the deposit with.

Parent’s will now be able to select whether they would like to offer the nanny a taxi home after the booking. This is totally at your discretion and not a requirement but if you are happy to offer a taxi home, this feature will show that intent. Please note this only helps indicates your intent, Marvellous cannot currently help arrange the taxi or send additional payments to cover taxis - it will be up to you to sort this with the nanny on the day.

To confirm your booking, we take the full payment and hold this amount until the booking is complete. This is important to help protect the payment due to the nanny for each sit.

At the end of your booking, we receive the invoice from the nanny and we calculate any overtime or extensions. If there were any additional charges, a separate payment will be taken. But don’t worry, if something doesn’t look right, just contact us and we can help resolve any issues.

Your deposit will be refunded if you cancel the booking more than 12 hours before the start time.

We realise that not all bookings are the same and sometimes you may want to provide the nannies with some additional booking notes about a specific job. For example, you may want to add that you’ll need the nanny to help with dinnertime. You will now be able to add these notes before you post the request and the nannies will see this information before applying to your request. Booking notes are specific to the date you are posting. Anything more general about your family or children, should be added in your profile.

Nannies often like to know the type of role that is required before applying to requests. The more details you can provide upfront, the better your nanny will be able to meet your requirements. As part of the new booking notes, you’ll need to select whether the role is Sole Charge or Shared Care. Please read the definitions below and if you’re unsure what will be needed or there will be a mixture of both, just select “Sole Charge”.

• Sole Charge: The nanny will be solely responsible for the child. The parent/guardian may be out or at home for the whole booking but the nanny is solely responsible for all aspects of the child or children’s care.

• Shared Care: The nanny will work alongside the parent/guardian, sharing the care and responsibilities of the child or children. A parent/guardian will be there throughout the booking.

We’ve made our marvellous app 100% cashless. No need for a last minute dash to the ATM!

If you need to change the timings of your booking, simply go to your “upcoming bookings” (tap the calendar icon on the navigation bar) and select the booking your want to amend. You can then edit the booking and this request will get sent to your nanny. Your changes won’t be confirmed until your nanny has accepted the amendments.

Extending the booking length

You can request an extension to the booking before the day by using the steps above. If you'd like to request an extension during the Active Booking, you can do this by tapping "Request Extension" on the Active Booking dashboard. If the nanny accepts the extension, your original booking deposit is refunded and the app will charge the new total booking amount (charged at the normal rate).

Reducing the booking length

You can request to reduce the booking length all the way up until the booking starts by using the steps above. However, once the booking is Active, you will no longer be able to reduce the length of the booking (i.e. the nanny will get paid the original booking amount even if you arrive home early). This is because nannies apply to booking requests based on the length of the booking with consideration of travel time/costs as well as blocking out their time for the booking. We also ask you to bear this in mind when reducing the length of a booking before the day especially if it's a considerable reduction in hours.

You can cancel a booking request by selecting the request you wish to cancel and tap “cancel”. Your booking requests can be found in “Bookings” section of the app (tap the calendar icon on the navigation bar) under the “Requests” tab.

You can cancel a confirmed booking by selecting the booking you wish to cancel and tap “cancel”. Your confirmed bookings can be found in the “Bookings” (tap the calendar icon on the navigation bar) section of the app under the “Confirmed” tab.

Please note that you will be refunded your deposit if you cancel the booking more than 12 hours before the start time. If you cancel less than 12 hours before, then the full deposit amount is taken.

You cannot change a booking request, instead you must cancel the booking (see How do I cancel a booking request?) and create a new booking request with the new changes.

You can request changes to an already confirmed booking (see How do I change the timings of the sit?).

When cancelling a confirmed booking, all users must now provide a reason for the cancellation. We appreciate that unforeseen circumstances can occur and understand the importance for both nannies and parents to communicate the reasons for a cancellation. Now, when you go to cancel a booking, you’ll need to write a note which is sent to the nanny so they are aware of the reason for the cancellation. The same happens for nannies, if they need to cancel, they will be able to send you a message and pass on their apologies to you. We still expect nannies to only cancel due to illness or unforeseen circumstances. Our 12 hour cancellation policy remains unchanged and can be viewed on our website.

Nannies will only take jobs they are sure they can carry out, so cancellations are rare. Illness and unforeseen events do occur, however, and if a nanny is no longer able to do a confirmed booking, they will cancel with as much notice as possible.

If a nanny cancels you will need to make a new booking. If it is urgent or imminent then we suggest making an Express Booking to allocate a nanny as quickly as possible.

You can also contact us and we will do our best to help you.

Nannies are instructed to be prompt, however, if they do end up running late, they should let you know as soon as possible.

If you are unable to contact your nanny or there are any issues, please get in contact with us.

The app is designed to ensure nannies are well paid for the service they provide, and are thus not expecting any additional compensation. However, it is at your discretion whether you would like to tip your nanny at the end of the booking.

The higher hourly rate for the first hour is designed to help compensate the nanny for their travel arrangements, therefore they do not expect additional payment for their travel home. However, it is at your discretion whether you would like to pay for a taxi home for your nanny.

Booking a nanny is straightforward. Tap the plus icon to begin, then enter the date, start time and duration for your booking. Once you've checked the details, you post the booking request and wait for nannies to apply. If you picked “Express Booking”, the first nanny to apply will be accepted for the booking and your card on file will be charged to confirm the booking instantly.

Please note: you have to make a Standard Booking 51 hours in advance of the proposed start time, anything within this 51 hours is automatically an Express Request. Express Requests can be made up to 2 hours before the start time.

Express Requests speed up the booking process by automatically accepting the first nanny applicant and your card on file is charged the deposit amount to instantly confirm the booking. As soon as the booking is confirmed, you can message your nanny on the app to discuss anything before the day.

All bookings made within 51 hours of the booking start time are Express Requests.

Express Requests can be made up to 2 hours before the start time at expire 1.5 hours before.

You are able to select if you have any preference for the nanny's qualification level before posting an Express Request.

Please keep in mind our 12 hour cancellation policy, particularly if you post a booking within 12 hours of the start time. If you no longer need a nanny, you will need to remove the request to avoid a nanny accepting the booking during our nonrefundable cancellation period (12 hours before the start time).

There is currently no additional charge for the Express Request service.

Your booking request expires when there is no longer enough time for a nanny to apply and be accepted before the sit. This is to ensure nannies are given sufficient time to prepare for a booking once they have been accepted.

For Standard Bookings, this happens 48 hours before the requested start time. For Express Bookings, this happens 1.5 hours before the proposed booking start time. This means, if your standard request expires, you may make a new Express Booking for the same time.

With Standard Requests, we limit the number of nanny applicants to the first 5 to avoid excessive requests and rejections as well as limit the number of notifications you receive for a given booking. We do recommend you choose a nanny sooner rather than later rather to avoid the request expiring and to help give the nanny plenty of notice prior to the sit.

Express Requests are on a first come first serve basis, i.e. the first nanny to accept gets the booking. Please see "What is an Express Booking?" for more info on this.

Nannies that have availability for your booking time and location will be notified as soon as your request is posted, however, it may take some a few hours for them to to look at your request and apply. If your job hasn’t received any applicants in the first couple days of posting the job, then it may be worth reviewing the request. If necessary, you can delete the request and repost the job with any changes to renotify any available nannies.

We also work hands on with parents and nannies to try and fill all booking requests, so if you are having problems filling a request we are likely already trying to help sort it out. However, please feel free to contact us so we can work with you directly to get you the childcare you need.

The app is designed for ad hoc childcare needs. For a permanent placement, please contact the Norland Agency, details of which can be found on their website here: www.norland.ac.uk/contact-norland/

Parents can currently make as many bookings and requests on the platform as they wish.

If you enjoyed a nanny you booked previously on the app, you can now send that nanny a direct request. Rebooking requests can be made up to 2 hours before the booking start time and expire 1.5 hours before the start time.

When the nanny receives your request, they have a few options; accept the request, decline the request, reply with alternative times they can do that day or send you a message back. If the nanny accepts the booking, the app will automatically charge the card on file to confirm the booking. You can then chat with your nanny, via our in-app messaging, before and during the booking.

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To find a nanny for longer than a day, please contact the Norland Agency team.

Nanny applicants who are fluent in any additional languages list this on their skills which is viewable on their profile. We are currently working to include foriegn spoken languages as a filter for requests.

The wonderful thing about working exclusively with Norland Nannies is that we know every nanny has been through extensive training that covers all aspects of caring for children right from the newborn stage. They even know how to use the traditional terry towelling nappies!

We do also have a label under “Extra Skills” that allows nannies to state that they have recent/relevant newborn experience. You can also message your nanny in-app before the booking to ask about any of their skills or experience.

This will help protect our nannies, allowing them to identify you in person when they first arrive for the booking. We also require all our nannies to upload a profile picture too.

“Need to Knows” are where you input the key information about your family and home that are easily overlooked but are important for the nanny to know. These range from required information such as any child allergies and underlying health conditions, to other useful details like parking availability and whether the nanny can help themselves to tea and coffee.

You only need to input this information once (but keep it up to date) and it is shared on all subsequent confirmed bookings to help give the nanny information they need, when they need it. It gives you peace of mind that you haven’t forgotten to tell the nanny something important. We still ask that you tell your nanny about any allergies or health concerns before the booking, as well any important information they need to know.

“Need to Knows” disappear from the nanny’s view once the booking is complete.

When you post a booking request, your postcode (not full address), first name, profile picture, children’s ages and gender, “about our family” bio and past booking reviews are viewable to nanny applicants. Only after a booking is confirmed are more details such as full address, phone number and “Need to Knows” shared with the nanny and disappear once the booking has been completed.

Norland Nannies also follow a strict code of conduct which includes respecting and maintaining client family privacy.

In order to stay safe on the app, ensure the information on the app is appropriately complete and up to date, for example if your child has a new allergy or medical condition, make sure it is updated in the “Need to Knows”.

We only share sensitive information (like child allergies, exact address etc) with nannies that you have a confirmed booking with. However, your “about our family” bio is viewable to nannies when you make a booking request, so ensure you are comfortable sharing any information you write there.

All Norland Students and Newly Qualified Norlanders (NQNs) on the app will have had their DBS and First Aid completed through Norland.

Fully Qualified Norlanders must also continue to keep their First Aid certification and enhanced DBS check up to date.

If the booking isn’t ended by either the parent or nanny within 15 mins of the predetermined end time, then overtime charges apply. Overtime is charged per minute at the overtime rate (see rates) for the entire period the booking runs over, until the booking is ended. This additional payment will be taken after the booking ends.

To avoid overtime charges, parents may request an extension to the booking, however the nanny MUST accept for this extension to apply. If an extension is not accepted, parents are expected to relieve the nanny at the predetermined booking end time.

To confirm your Standard Request, you are required to pay the full booking amount as a deposit via Stripe. Express Requests require a payment method on file which is automatically charged when a nanny accepts your Express Request.

The deposit amount is held until the booking has been carried out and then the payment is distributed to your Marvellous nanny while we keep a % commission.

If a booking is changed before the start time, parents will be refunded the previous booking amount and charged the new amount. This is to make sure the correct deposit is made for the total booking time.

If a parent requests an extension to the booking (which is accepted by their nanny) then this is treated the same as a booking change. The old booking amount will be refunded, and the new booking amount (with the additional time) will be charged. This may appear like we are recharging the whole new booking on top, but we can reassure you we are simultaneously processing a refund for the old booking amount.

Any overtime charges will be applied at the end of the booking as an additional charge.

At the end of the booking, parents receive a full invoice, explaining all relevant details.

Our Norland Nannies are highly trained and have an extensive range of skills.

As well as providing for the physical and educational needs of the children, you can ask your marvellous Norland Nanny to carry out any nursery duties during a daytime booking. This includes cooking, cleaning and laundry for the children within their care.

Typical duties include:

- physical care of the child

- supporting and providing activities for the holistic development of the child

- providing well-balanced and nutritious meals appropriate to the needs of the child

- cleaning and tidying the nursery, bedroom, playroom and other areas as agreed with parents

- cleaning, laundering and mending the child’s clothes and toys

- cleaning and maintenance of items such as sterilisers, buggies, car seats, etc.

- supporting your children with homework

They can also help advise you from their extensive knowledge, including help with weaning, sleep routines, potty training and any other aspects of early years development.

If you purchased your subscription through the Apple App Store, please follow the instructions below:

1. Going to settings

2. Tap on your name at the top (Apple ID, iCloud+ etc)

3. Go to subscriptions

4. Tap on your Marvellous subscription and choose "cancel subscription"

If you purchased your subscription through Google Play store, please follow the instructions below:

1. Open the Google Play app.

2. Tap on your profile icon (top right).

3. Go to "Payments & subscriptions," then "Subscriptions."

4. Find the subscription you want to cancel and tap on it.

5. Tap "Cancel subscription" and follow the instructions.

If you purchased your subscription directly with us via Stripe, please email admin@marvellousbabysitting.com at least 3 working days before your renewal date.

Important Notes:

• Uninstalling the app doesn't cancel your subscription.

• Once cancelled, any payments already made won't be refunded.

• You can always resubscribe if you change your mind.