Little Lovelies Family Casual Services Agreement

Version 3.0

Effective Date: 1^st August 2026

Prepared by:

Little Lovelies Nanny & Babysitting Agency

www.littlelovelies.com.au

© 2026 Little Lovelies. All rights reserved.

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Welcome

Thank you for choosing Little Lovelies.

Since 2015, we have had the privilege of supporting thousands of Australian families by connecting them with trusted, experienced and carefully vetted nannies and babysitters.

We understand that inviting someone into your home to care for your children is an important decision. Families deserve a service that is professional, transparent and supportive from the moment they make an enquiry through to the completion of every booking.

This Family Service Agreement explains how we work together, what you can expect from us and what we ask of you in return. It has been designed to provide clarity around our services while helping ensure a positive experience for every family and every nanny we support.

If you have any questions about this Agreement or your booking, our team is always happy to help.

We appreciate the trust you place in Little Lovelies and look forward to supporting your family.

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Contents

1.  Our Commitment

2.  Understanding Your Agreement

3.  Your Booking Documents

4.  About Little Lovelies

5.  How Our Service Works

6.  Creating Your Booking

7. Service Fees

8.  Nanny Wages

9.  Payment

10. Booking Confirmation

11.  Booking Changes

12. Nanny Availability & Suitable Replacements

13. Cancellations

14. Complaints, Investigations & Resolution

15. Family Responsibilities

16. Respectful Communication

17. Using the Little Lovelies

18.  App Privacy & Confidentiality

19.  Intellectual Property

20. Limitation of Liability

21.  General Provisions

22. Governing Law & Dispute Resolution

23. Feedback & Continuous Improvement

24. Acceptance of this Family Service Agreement

25. Definitions

Schedule 1 – Current Fees & Rates

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1. Our Commitment.

At Little Lovelies, we are committed to delivering a professional childcare service built on trust, transparency and exceptional customer care.

When you book through Little Lovelies, you can expect us to:

• Carefully recruit, interview and vet every nanny before they join our agency.
• Match your Family with a nanny we reasonably believe is suitable for your booking.
• Communicate openly and honestly throughout the booking process.
• Support both Families and nannies before, during and after each booking.
• Investigate concerns fairly and promptly.
• Continually improve our service based on feedback and experience.
• Always treat Families and nannies with professionalism, courtesy and respect.

We recognise that every booking is unique. While we cannot guarantee that every booking will be perfect, we are committed to responding promptly, fairly and professionally whenever concerns arise.

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2. Understanding Your Agreement

This Family Service Agreement forms part of the agreement between your Family and Little Lovelies.

By creating an account, submitting a Booking Request, confirming a booking or using the Little Lovelies website or App, you acknowledge that you have read and accepted this Family Service Agreement.

This Family Service Agreement should be read together with your Booking Documents.

Together, these documents explain:

• how our service operates;
• the responsibilities of both Little Lovelies and the Family;
• the fees applicable to your booking; and
• how bookings will be managed should circumstances change.

If there is any inconsistency between your Booking Documents:

• your Booking Confirmation will apply to the specific details of your booking, including dates, times, location and fees; and
• this Family Service Agreement will govern the overall relationship between the Family and Little Lovelies.

‍Electronic Acceptance

By creating an account, submitting a Booking Request, making payment or otherwise using the Little Lovelies website or App, the Family confirms that they have read, understood and accepted this Family Service Agreement.

Electronic acceptance has the same legal effect as signing a paper agreement.

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3. Your Booking Documents

For the purposes of this Family Service Agreement, your Booking Documents include:

• this Family Service Agreement;
• information published on the Little Lovelies website;
• information displayed throughout the online booking process;
• information displayed within the Little Lovelies App;
• your Booking Confirmation; and
• any written booking-related communications issued by Little Lovelies.

These documents should be read together.

We encourage Families to review their Booking Confirmation carefully and contact Little Lovelies promptly if any information appears incorrect or requires clarification.

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4. About Little Lovelies

Little Lovelies is an Australian nanny and babysitting agency.

Our role is to carefully recruit, interview, reference check and vet experienced nannies before introducing them to Families requiring childcare.

Unlike an online marketplace, Little Lovelies does not simply advertise available nannies for Families to choose from.

Instead, every booking is individually reviewed by our team.

We consider the information provided by the Family, the needs of the children and the availability of our nannies before allocating the nanny we reasonably believe is the most suitable for the booking.

Our service does not end once a nanny has been allocated.

Little Lovelies continues to support both Families and nannies before, during and after each booking and is available to assist should questions or concerns arise.

Where a Family requests a previous or preferred nanny, we will always use reasonable endeavors to accommodate that request. However, because our nannies have their own work and personal commitments, we cannot guarantee the ongoing availability of any particular nanny.

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5. How Our Service Works

Our role is to provide a professional nanny matching and support service.

When you submit a Booking Request, Little Lovelies will:

1. review your booking requirements;
2. consider the ages and needs of the children;
3. review any preferences or additional information you have provided;
4. identify available nannies suitable for your booking;
5. contact those nannies regarding availability;
6. allocate a nanny who has age appropriate experience and reasonably matches your preferences
7. continue supporting your booking until it has concluded.

Submitting a Booking Request does not guarantee that a nanny is available.

A booking is confirmed only when Little Lovelies issues a Booking Confirmation.

From that point, both Little Lovelies and your allocated nanny begin making arrangements specifically for your booking.

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6. Creating Your Booking

Families play an important role in helping us provide the best possible service.

When making a Booking Request, we ask that all information provided is complete, accurate and up to date.

This includes, where applicable:

1. booking dates and times;
2. booking location;
3. the number and ages of children;
4. emergency contact details;
5. medical conditions, allergies or disabilities;
6. behavioral considerations;
7. pets present at the property;
8. home cameras;
9. transport requirements; and
10. any other information that may reasonably affect the booking.

Providing complete information allows us to match your Family with the most suitable nanny and helps ensure the booking runs smoothly.

If important information changes after your booking has been confirmed, please notify Little Lovelies as soon as reasonably practicable.

We will work with you to determine whether the existing booking can continue or whether alternative arrangements are required.

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7. Service Fees

The Little Lovelies Service Fee pays for the professional agency services we provide. It is separate from your nanny's hourly wages.

Your Service Fee contributes towards:

1. recruiting and maintaining a high-quality nanny network;
2. interviewing and vetting applicants;
3. reference checking and compliance verification;
4. reviewing your booking requirements;
5. matching your Family with a suitable nanny;
6. coordinating and confirming bookings;
7. providing customer support before, during and after each booking;
8. maintaining the systems and technology used to manage bookings; and
9. continually improving the Little Lovelies service.

The applicable Service Fee for your booking will always be displayed:

1. on our website;
2. during the booking process before payment is made; and
3. within your Booking Confirmation.

By confirming your booking, you acknowledge that you have reviewed and accepted the applicable Service Fee before your booking is confirmed.

Once a booking has been confirmed, the Little Lovelies Service Fee becomes payable for the professional services already provided unless otherwise required under Australian Consumer Law or this Family Service Agreement.

‍Additional Service Fee Provisions

The applicable Little Lovelies Service Fee will be charged when the Family submits a Booking Request through the website or App.

If Little Lovelies is unable to source a suitable nanny for the requested booking, the Service Fee relating to that booking will be refunded to the original payment method.

A separate Booking Request must be submitted for each additional booking.

Where a Family requires two separate childcare shifts on the same day, each shift will be be treated as a separate booking and a separate Service Fee will apply.

If the hours, days, duration or scope of a booking are increased, Little Lovelies may charge any additional Service Fee that would ordinarily apply to the amended arrangement.

If the Family delays the agreed commencement of a booking, the Service Fee will not ordinarily be refundable where Little Lovelies has already completed the professional matching and coordination services relating to that booking.

If a casual or temporary booking develops into an ongoing or permanent arrangement, the Family may be required to enter into Little Lovelies' Permanent Placement Service and pay the applicable Permanent Placement Fee. Any adjustment or credit for fees previously paid will be determined in accordance with the Permanent Placement Terms applicable at that time

The Family is responsible for any reasonable costs incurred by Little Lovelies in recovering overdue Service Fees, nanny wages or other amounts properly payable under this Family Service Agreement, to the extent permitted by law.

‍Important Information

Your Little Lovelies Service Fee is not payment for your nanny's childcare services.

The Service Fee pays Little Lovelies for providing our professional matching, coordination and support service.

Your nanny's hourly wages are a separate payment made directly to your nanny (or through an approved payroll provider where applicable)

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8. Nanny Wages

Paying Your Nanny

The Little Lovelies Service Fee and your nanny's hourly wages are two separate payments.

Your Little Lovelies Service Fee is paid to Little Lovelies for providing our professional agency service.

Your nanny's hourly wages are paid separately for the childcare services they provide during your booking.

Unless Little Lovelies advises otherwise, your nanny's hourly wages are payable directly to your nanny.

The applicable hourly rate for your booking will always be:

1. displayed on our website;
2. shown during the booking process before your booking is confirmed; and
3. included within your Booking Confirmation.

By confirming your booking, you acknowledge that you have reviewed and accepted both:

1. the applicable Little Lovelies Service Fee; and
2. your nanny's hourly rate.

Families agree to pay their nanny for:

1. the agreed hourly rate;
2. the minimum booked hours;
3. any additional hours worked at the Family's request;
4. approved parking costs where applicable;
5. approved travel expenses where applicable; and
6. where the Family requests that the nanny use their own vehicle to transport the Family's children, reimbursement for all kilometres travelled at the current Australian Taxation Office (ATO) cents-per-kilometre rate.

Unless alternative arrangements have been made through Little Lovelies, payment should be made directly to your nanny within 12 hours of the booking ending.

‍Late Payment of Nanny Wages

Unless otherwise agreed, nanny wages must be be paid within 48 hours of the booking ending.

If payment has not been received within 48 hours, Little Lovelies may, after making reasonable attempts to contact the Family:

1. process the outstanding nanny wages using the Stored Payment Method provided at the time of booking;
2. pay those wages directly to the nanny; and
3. charge a payment recovery fee of 25% of the outstanding amount plus GST to cover the additional administration, payment processing and recovery costs incurred.

By confirming a booking, the Family authorises Little Lovelies to process these amounts using the Stored Payment Method where payment remains outstanding in accordance with this Family Service Agreement.

This clause does not limit any other rights or remedies available to Little Lovelies in recovering outstanding amounts.

‍Additional Hours

If the Family requests that the nanny remain beyond the agreed booking finish time, the additional time worked must be paid at the agreed hourly rate.

Additional time is charged in 30-minute increments, with a minimum charge of 30 minutes.

Where possible, any extension to the booking should be discussed with both the nanny and Little Lovelies before the original booking end time. However, where this is not practical, the Family remains responsible for paying the nanny for all additional time worked at the Family's request.

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9. Payment

Stored Payment Method

To make a booking through Little Lovelies, the Family must provide a valid debit card or credit card.

By confirming a booking, the Family authorises Little Lovelies to securely store the nominated payment method using our approved third-party payment provider ("Stored Payment Method") and to process payments properly payable under this Family Service Agreement.

These payments may include, where applicable:

1. the Little Lovelies Service Fee;
2. cancellation fees;
3. outstanding nanny wages where authorised under this Family Service Agreement;
4. approved parking or travel costs;
5. administration or payment recovery fees where applicable; and
6. any other amount properly payable under this Family Service Agreement.

Little Lovelies does not store your full debit or credit card details. Card information is securely processed and stored by our authorised third-party payment provider.

The Family agrees to keep their payment details current and ensure sufficient funds are available when payments become due.

If a payment is declined or cannot be processed, Little Lovelies may:

1. contact the Family to arrange payment;
2. suspend future bookings until payment is received; or
3. decline future Booking Requests where outstanding amounts remain unpaid.

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10. Booking Confirmation

A booking is confirmed only when Little Lovelies has:

1. matched your Family with an available nanny; and
2. issued your Booking Confirmation.

Your Booking Confirmation forms part of your Booking Documents and confirms the agreed details of your booking.

Your Booking Confirmation may include:

1. booking dates;
2. booking times;
3. booking location;
4. the allocated nanny;
5. the Little Lovelies Service Fee;
6. your nanny's hourly rate; and
7. any additional booking information relevant to your booking.

We encourage you to review your Booking Confirmation carefully.

If anything appears incorrect, please contact Little Lovelies as soon as possible so we can correct the information before your booking commences.

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11. Booking Changes

We understand that family life is unpredictable and plans sometimes change.

If you need to make changes to your booking, please contact Little Lovelies as soon as reasonably practicable.

Changes may include:

1. booking dates;
2. booking times;
3. booking duration;
4. booking location;
5. the number or ages of children;
6. transport requirements;
7. duties expected of the nanny; or
8. any other change that materially affects the original booking.

Where possible, Little Lovelies will use reasonable endeavours to accommodate requested changes.

However, changes made after a booking has been confirmed may affect the availability of the allocated nanny.

Where a requested change materially alters the original booking requirements, Little Lovelies will determine whether:

1. the existing booking can continue unchanged;
2. the booking can continue with amended arrangements;
3. a Suitable Replacement is required;
4. a new booking is required; or
5. the requested changes cannot reasonably be accommodated.

Families should not assume that an allocated nanny has agreed to any change unless it has first been discussed with the nanny and, where appropriate, with Little Lovelies.

For block bookings, each future booking is confirmed based on the original booking requirements.

If a Material Change requested by the Family results in the allocated nanny becoming unavailable, this will not be considered a cancellation by either the nanny or Little Lovelies.

Where possible, Little Lovelies will use reasonable endeavours to provide a Suitable Replacement.

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12. Nanny Availability & Suitable Replacements

‍Nanny Availability

While Little Lovelies always aims to provide continuity of care, we cannot guarantee the ongoing availability of any individual nanny.

A nanny may become unavailable due to illness, injury, family commitments, annual leave, study, other employment commitments or other unforeseen circumstances.

Where this occurs, Little Lovelies will use reasonable endeavours to provide a Suitable Replacement so your booking can continue with as little disruption as possible.

Families who request the same nanny for ongoing or block bookings acknowledge that these requests are preferences only and cannot be guaranteed.

Where a Family requests that only one particular nanny be allocated and specifically instructs Little Lovelies not to provide a replacement nanny, we will respect that request.

However, if that nanny subsequently becomes unavailable and the Family chooses not to accept a Suitable Replacement offered by Little Lovelies, this will not be considered a failure by Little Lovelies to provide the agreed service.

Each request for a refund or credit will be considered individually, taking into account:

1. the circumstances surrounding the booking;
2. the efforts made by Little Lovelies to provide a Suitable Replacement;
3. the terms of this Family Service Agreement; and
4. any rights the Family may have under Australian Consumer Law.

‍Limits of the Complimentary Replacement Service

Where a Family is entitled to a complimentary replacement under this Family Service Agreement, Little Lovelies will use reasonable endeavours to introduce one (1) Suitable Replacement.

Once Little Lovelies has introduced one (1) Suitable Replacement, the complimentary replacement service will be deemed to have been fulfilled.

If the Family chooses not to proceed with the Suitable Replacement, or the replacement arrangement does not proceed for reasons outside Little Lovelies' reasonable control, no further complimentary replacements, refunds or credits will ordinarily be offered.

Nothing in this clause limits any rights the Family may have under Australian Consumer Law.

‍Multi-Day & Block Bookings

For bookings spanning multiple days, each booked day is treated as a separate booking for the purpose of providing replacement care.

If Little Lovelies is unable to provide a nanny for one or more booked days after using reasonable endeavours to source a Suitable Replacement, any applicable refund or credit will be limited to the Little Lovelies Service Fee relating to the affected day or days only.

‍Cancelling a Booking

No refund or credit will be provided for days where childcare services were successfully provided or where a Suitable Replacement was offered and declined by the Family.

For the avoidance of doubt, the complimentary replacement service applies only to the affected booking or booked day and does not restart or extend the replacement entitlement for future bookings.

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13. Cancellations

We understand that circumstances sometimes change unexpectedly.

Once your booking has been confirmed, your nanny has reserved that time specifically for your Family and may have declined other work opportunities.

For this reason, cancellation fees may apply when a confirmed booking is cancelled.

Confirmed booking cancellations shall incur a cancellation fee charged as follows:

• $75.00 when cancelled less than 12 hours prior to commencement
• $100 when cancelled less than 4 hours prior to commencement
• If the shift is cancelled with less than 1 hour’s notice or not cancelled at all, then the full expected carers pay will be charged for that shift

The applicable cancellation fees are also

1. published on our website;
2. displayed in the resources section of the Families account

Where a cancellation fee applies, it will be charged to the Stored Payment Method provided at the time of booking.

The Little Lovelies Service Fee remains subject to the Service Fee provisions contained within this Family Service Agreement.

If you are unsure whether a cancellation fee applies, we encourage you to contact Little Lovelies before cancelling your booking.

Where exceptional circumstances exist, Little Lovelies may, at its discretion, consider requests for alternative arrangements, credits or other reasonable solutions.

‍How to Cancel Your Booking

To cancel a booking, the Family must log in to their Little Lovelies account, open the relevant booking and then shift and select the cancellation option provided.

Completing the cancellation through the Family's account notifies both Little Lovelies and the allocated nanny and provides an accurate record of when the cancellation was made.

‍Raising a Concern

Sending a message directly to the nanny does not, by itself, cancel the booking with Little Lovelies.

If the Family is unable to access their account or complete the cancellation process, they must contact Little Lovelies as soon as possible using the contact details published on our website.

The time at which the cancellation is recorded through the App, website or confirmed by Little Lovelies will be used to determine any applicable cancellation fee.

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14. Complaints, Investigations & Resolution

Little Lovelies is committed to providing a professional, supportive and positive experience for both our Families and our nannies.

While we work hard to carefully recruit, vet and match suitable nannies, we recognise that every booking is unique and, on occasion, concerns may arise.

If you have any concerns about your booking, we encourage you to contact Little Lovelies as soon as reasonably practicable so we have the opportunity to understand the situation and work with you towards a fair resolution.

Where practical, concerns should be raised during the booking or shortly after the booking has ended. Prompt communication allows us to investigate while information is still available and gives us the best opportunity to resolve the matter.

‍How We Investigate

Every concern is assessed individually.

Our aim is to understand what happened by considering information from everyone involved.

Depending on the circumstances, Little Lovelies may consider:

1. information provided by the Family;
2. information provided by the nanny;
3. Booking Confirmations;
4. booking history;
5. messages exchanged through the Little Lovelies App;
6. Little Lovelies Chat;
7. Nanny Chat;
8. emails;
9. SMS messages;
10. telephone conversations and file notes;
11. photographs or videos voluntarily provided by either party; and
12. any other information reasonably relevant to the booking.

Where appropriate, we may contact both the Family and the nanny to obtain additional information before making a decision.

‍If We Identify a Service Issue

If, following our investigation, Little Lovelies determines that a nanny has not met the professional standards reasonably expected of a Little Lovelies nanny, we will determine an appropriate outcome based on the circumstances.

Depending on the nature of the concern, this may include:

1. providing a Suitable Replacement for future bookings;
2. refunding or crediting all or part of the Little Lovelies Service Fee;
3. providing additional guidance or training to the nanny;
4. removing the nanny from future bookings;
5. removing the nanny from the Little Lovelies agency; or
6. taking any other action we reasonably consider appropriate.

Where our investigation determines that Little Lovelies has not met the standards reasonably expected of our service, we will also work with the Family to determine an appropriate and fair outcome.

‍If We Determine Our Service Was Provided Appropriately

‍Working Together

Where our investigation determines that:

1. the booking was provided in accordance with the agreed booking requirements;
2. Little Lovelies fulfilled the professional matching service outlined in this Family Service Agreement; and
3. no service failure has occurred,

Little Lovelies may decline a request for a refund or other remedy.

A complaint does not automatically entitle the Family to a refund, credit or other remedy.

This does not affect any rights or remedies available under Australian Consumer Law.

Our goal is always to achieve a fair outcome for everyone involved.

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15. Family Responsibilities

Little Lovelies believes the best bookings occur when Families, nannies and our team work together.

Families play an important role in helping us provide safe, reliable and enjoyable childcare.

We ask Families to:

1. provide complete and accurate booking information;
2. notify Little Lovelies promptly if booking details change;
3. provide all relevant information about the children, including medical conditions, allergies, contagious illnesses, behavioural considerations and additional needs;
4. provide a safe, respectful and smoke-free working environment;
5. ensure any pets do not present a risk to the nanny or children;
6. provide any equipment reasonably required for the children's care;
7. ensure any vehicle the nanny is requested to drive is registered, insured, roadworthy and fitted with legally compliant child restraints;
8. ensure the booking accurately reflects the number of children requiring care;
9. pay all agreed Service Fees, cancellation fees and nanny wages in accordance with this Family Service Agreement; and
10. communicate respectfully with both the nanny and the Little Lovelies team.

Families should not significantly change the booking requirements after confirmation without first discussing those changes with Little Lovelies.

Where additional duties, children, transport requirements or other Material Changes are requested after confirmation, Little Lovelies will work with the Family to determine whether the allocated nanny remains suitable or whether alternative arrangements are required.

Families must not knowingly request or require a nanny to undertake any activity that is unlawful, unsafe or places the nanny or the children at unreasonable risk.

Where Little Lovelies reasonably believes the safety or wellbeing of a child or nanny may be compromised, we may suspend or conclude the booking while the matter is assessed.

‍Child & Family Illness

To help protect the health and wellbeing of our nannies, children and other families, the Family agrees to notify Little Lovelies before the booking commences if:

‍Transporting Children

1. a child requiring care is unwell;
2. a member of the household has, or is suspected of having, a contagious illness; or
3. there is any other health-related matter that may reasonably affect the nanny's ability to safely undertake the booking.

This includes, but is not limited to:

1. gastroenteritis (gastro);
2. Hand, Foot and Mouth Disease (HFMD);
3. COVID-19;
4. influenza;
5. RSV;
6. chickenpox;
7. whooping cough; and
8. any other contagious illness.

Little Lovelies will provide this information to the allocated nanny before the booking wherever reasonably practicable.

The nanny may decide whether they are comfortable proceeding with the booking after considering the circumstances.

Where the allocated nanny is unable or unwilling to proceed due to the disclosed illness, Little Lovelies will use reasonable endeavours to source a Suitable Replacement.

The Family must not knowingly withhold information about a contagious illness or other health matter that may reasonably influence a nanny's decision to accept or continue with a booking.

Where an illness or suspected illness is not disclosed before the booking and the allocated nanny reasonably decides they are unable to continue with the booking after becoming aware of the illness, Little Lovelies will not be responsible for any resulting interruption to the booking. Any applicable Service Fees, cancellation charges or other fees payable under this Family Service Agreement will continue to apply.

Where the Family requests that a nanny transport their children as part of a booking, the Family acknowledges that it is their responsibility to determine whether they are comfortable with the nanny undertaking this task.

Before requesting a nanny to transport children, the Family should satisfy themselves that the nanny:

1. holds a current and valid driver's licence appropriate for the vehicle being driven;
2. is authorised to drive in Australia;
3. is familiar with Australian road rules and traffic laws;
4. is suitably experienced and competent to transport the Family's children; and
5. where using their own vehicle, has a registered, roadworthy and appropriately insured vehicle.

Where the nanny is requested to drive the Family's vehicle, the Family is responsible for ensuring that the vehicle is:

1. registered;
2. roadworthy;
3. appropriately insured; and
4. fitted with legally compliant child restraints suitable for the children being transported.

Little Lovelies does not routinely verify, assess or monitor a nanny's driver's licence, driving history, driving record or ongoing driving competency unless expressly stated otherwise.

Accordingly, Little Lovelies does not warrant or guarantee a nanny's driving ability and accepts no responsibility or liability for a nanny's driving performance or any incident arising from the use of a motor vehicle.

The decision to permit a nanny to transport children remains solely with the Family.

Where the Family requests that a nanny use their own vehicle to transport the Family's children, the Family agrees to reimburse the nanny for all kilometres travelled for that purpose at the current Australian Taxation Office (ATO) cents-per-kilometre rate, together with any reasonable parking or toll costs incurred while carrying out authorised duties.

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16. Respectful Communication

At Little Lovelies, we believe respectful communication creates the best outcomes.

Our team is committed to listening, responding professionally and working constructively with Families and nannies whenever concerns arise.

In return, we ask that all communication with our team and our nannies remains respectful.

We understand that childcare concerns can be emotional and stressful.

Where concerns arise, our team will always endeavour to listen, investigate and communicate openly.

However, abusive, threatening, intimidating, discriminatory or aggressive behaviour towards our staff or nannies will not be accepted.

If this occurs, Little Lovelies may:

1. request that future communication takes place in writing;
2. pause discussions until respectful communication can resume;
3. suspend current or future bookings while concerns are assessed; or
4. close a Family account where the behaviour is serious or ongoing.

Our preference will always be to resolve concerns through respectful discussion wherever possible.

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17. Using the Little Lovelies App

‍Privacy

The Little Lovelies App forms part of the services provided by Little Lovelies and has been designed to simplify bookings and improve communication between Families, nannies and our team.

By creating an account and using the App, the Family acknowledges and agrees that:

1. Booking Requests, Booking Confirmations and booking updates may be provided through the App;
2. messages exchanged through the App may form part of the Booking Documents;
3. booking history may be retained for customer service, quality assurance and dispute resolution purposes;
4. the Family is responsible for maintaining the confidentiality of their account login details;
5. deleting the App from a device does not cancel confirmed bookings or close a Little Lovelies account; and
6. the Family is responsible for ensuring their contact details remain accurate and up to date.

The App is intended to enhance communication and streamline the booking process but does not replace this Family Service Agreement or any other Booking Documents.

Little Lovelies will use reasonable endeavours to ensure the App operates reliably. However, temporary interruptions may occasionally occur due to maintenance, software updates or circumstances beyond our reasonable control.

Where an App issue affects a booking, Little Lovelies will use reasonable endeavours to communicate with the Family using another available method.

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18. Privacy & Confidentiality

‍Confidential Information

Little Lovelies respects your privacy and is committed to protecting your personal information.

By using our services, the Family consents to Little Lovelies collecting, storing, using and disclosing personal information in accordance with our Privacy Policy.

Personal information may be collected and used for purposes including:

‍Nanny Information

1. creating and managing your account;
2. arranging and managing bookings;
3. matching your Family with suitable nannies;
4. communicating with you regarding bookings;
5. improving our services;
6. complying with legal obligations; and
7. investigating complaints or disputes.

Only information reasonably necessary to facilitate your booking will be shared with your allocated nanny.

Little Lovelies takes reasonable steps to protect personal information from unauthorised access, misuse or disclosure.

Further information is available in our Privacy Policy.

During the course of providing our services, Little Lovelies may receive or provide confidential information relating to the Family, the nanny or the booking.

Each party agrees to treat confidential information with care and not disclose it to any third party except:

1. where reasonably necessary to facilitate the booking;
2. where required or authorised by law;
3. where consent has been obtained from the relevant person; or
4. as otherwise permitted under this Family Service Agreement.

‍Family Information

As part of our services, Little Lovelies may provide Families with information relating to prospective or allocated nannies, including candidate profiles, resumes, photographs, employment history, experience, qualifications, references, contact details and other information relevant to the recruitment process ("Candidate Information").

Candidate Information is confidential and is provided solely for the purpose of assessing or facilitating childcare services through Little Lovelies.

The Family agrees to:

‍Photographs & Media

1. keep all Candidate Information confidential;
2. use Candidate Information only for the purpose of engaging childcare services through Little Lovelies;
3. not copy, reproduce, forward, publish or distribute Candidate Information to any third party without Little Lovelies' prior written consent;
4. not share Candidate Information on social media, online forums or any other public platform;
5. not contact or attempt to contact a candidate's referees, previous employers or personal contacts;
6. take reasonable steps to protect the privacy and confidentiality of all Candidate Information provided by Little Lovelies; and
7. immediately notify Little Lovelies if they become aware of any unauthorised use or disclosure of Candidate Information.

Candidate Information includes, but is not limited to:

1. candidate profiles;
2. resumes and CVs;
3. photographs;
4. interview notes or summaries;
5. reference information;
6. messages or communications sent by or on behalf of Little Lovelies;
7. information available through the Little Lovelies App;
8. Booking Documents relating to a candidate; and
9. any other recruitment information supplied by Little Lovelies.

The Family acknowledges that all Candidate Information, recruitment records, interview notes, reference checks and related documentation remain the confidential information and intellectual property of Little Lovelies.

This information must not be used for any purpose other than assessing or engaging childcare services through Little Lovelies.

The Family acknowledges that information shared with Little Lovelies or the allocated nanny may include sensitive personal information relating to the children or members of the household.

The nanny agrees to use this information only for the purpose of providing childcare services and must keep it confidential except where disclosure is authorised by law or reasonably necessary to protect the health, safety or wellbeing of a child.

Nannies must not take photographs, videos or other recordings of the children or within the Family's home unless the Family has given their prior permission.

Where permission has been given, any photographs, videos or recordings must only be used for the purpose agreed by the Family and must not be shared, published or distributed without the Family's further consent.

Likewise, the Family must not publish or use photographs, videos or recordings of the nanny for advertising, promotional, commercial or public purposes without the nanny's prior consent.

Little Lovelies will not publish or share photographs or personal information identifying a Family or nanny without obtaining the appropriate consent, unless required by law.

.Legal Requirements

Nothing in this clause prevents Little Lovelies from collecting, using or disclosing information where required or authorised by law, including where necessary to:

1. comply with legal obligations;
2. assist law enforcement or government authorities;
3. protect the safety or wellbeing of a child or another person; or
4. establish, exercise or defend legal rights.

The obligations contained within this clause continue after the completion of a booking and survive the termination of this Family Service Agreement.

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19. Intellectual Property

Little Lovelies owns or holds the necessary rights to all intellectual property used in connection with our business, including our website, App, branding, logos, business name, booking systems, marketing materials, candidate profiles, recruitment processes and all associated content.

Nothing in this Family Service Agreement transfers any intellectual property rights to the Family.

The Family agrees not to, without Little Lovelies' prior written consent:

1. copy, reproduce or modify any content published by Little Lovelies;
2. use the Little Lovelies name, logo or branding in any way that suggests endorsement or association;
3. reproduce or distribute candidate profiles, resumes, interview notes or other recruitment materials except as permitted under this Family Service Agreement;
4. reverse engineer, interfere with or attempt to gain unauthorised access to the Little Lovelies website, App or booking systems; or
5. use any Little Lovelies intellectual property for commercial purposes.

All goodwill arising from the use of the Little Lovelies name, branding and intellectual property remains the property of Little Lovelies.

Nothing in this clause prevents the Family from using documents or information provided by Little Lovelies for the legitimate purpose of arranging childcare services through Little Lovelies.

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20. Limitation of Liability

Little Lovelies provides a professional nanny recruitment, matching and support service.

‍Changes to this Family Service Agreement

We carefully recruit, interview, reference check and vet every nanny before approving them to accept bookings through Little Lovelies.

While we take reasonable care in selecting nannies, Little Lovelies does not supervise the day-to-day care provided during a booking and cannot guarantee the future conduct, performance or ongoing availability of any individual nanny.

Where concerns arise, Little Lovelies will investigate them fairly and in good faith in accordance with this Family Service Agreement.

‍Entire Agreement

Nothing in this Family Service Agreement excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or any other applicable legislation.

To the maximum extent permitted by law, Little Lovelies will not be liable for any indirect, incidental, consequential or special loss or damage arising from or in connection with the services provided under this Family Service Agreement.

Where liability may lawfully be limited, Little Lovelies' liability is limited to the maximum extent permitted by law.

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‍Severability

21. General Provisions

Little Lovelies may update this Family Service Agreement from time to time to reflect changes to our services, technology, business operations or legal obligations.

‍Waiver

The version applicable to your booking will be the version in effect at the time your Booking Confirmation is issued.

‍Assignment

This Family Service Agreement, together with the Booking Documents, constitutes the entire agreement between the Family and Little Lovelies in relation to the services provided.

It replaces all previous discussions, representations and understandings relating to those services.

Nothing in this clause limits any rights that cannot lawfully be excluded under Australian Consumer Law.

‍Relationship of the Parties

If any provision of this Family Service Agreement is found to be invalid, illegal or unenforceable, that provision will be read down to the extent necessary or, if it cannot be be read down, severed from this Family Service Agreement.

The remaining provisions will continue in full force and effect.

‍Electronic Communications

If either party delays or chooses not to exercise any right under this Family Service Agreement, that delay or decision does not waive that right or prevent it from being exercised later.

The Family may not assign or transfer any rights or obligations under this Family Service Agreement without Little Lovelies' prior written consent.

Little Lovelies may assign or transfer its rights or obligations where reasonably necessary in connection with the operation or sale of its business, provided doing so does not reduce the Family's rights under this Family Service Agreement.

‍Governing Law

Nothing in this Family Service Agreement creates a partnership, joint venture, employment relationship or agency relationship between the Family and Little Lovelies.

Little Lovelies acts as a childcare agency providing recruitment, matching and support services.

‍Resolving Disputes

The Family agrees that Little Lovelies may provide notices, Booking Confirmations and other communications electronically, including by email, through the Little Lovelies App or via the website.

Electronic communications will be taken to have been received when they are sent, unless proven otherwise.

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22. Governing Law & Dispute Resolution

This Family Service Agreement is governed by the laws of the Australian State or Territory in which the childcare services are provided, together with the laws of the Commonwealth of Australia.

The parties submit to the jurisdiction of the courts and tribunals of that State or Territory in relation to any dispute arising out of or in connection with this Family Service Agreement.

Little Lovelies is committed to resolving concerns fairly, promptly and professionally.

Before commencing legal proceedings, the parties agree to make reasonable efforts to resolve any dispute through good faith discussions.

Where a concern relates to a booking, the Family agrees to first notify Little Lovelies and allow us a reasonable opportunity to investigate the matter and respond.

Where appropriate, the parties agree to attempt to resolve the dispute through discussion before considering external legal processes.

Nothing in this clause prevents either party from:

1. exercising any rights available under Australian Consumer Law;
2. seeking assistance from NSW Fair Trading or the equivalent consumer authority in the relevant State or Territory;
3. participating in mediation where both parties agree; or
4. commencing proceedings in a court or tribunal with appropriate jurisdiction where the dispute cannot reasonably be resolved.

Nothing in this clause prevents either party from seeking urgent legal or equitable relief where immediate action is reasonably necessary.

23. Feedback & Continuous Improvement

At Little Lovelies, we believe there is always room to improve.

We genuinely value feedback from the Families and nannies we support, as it helps us continually improve our services, systems and overall customer experience.

From time to time, we may invite Families to provide feedback through surveys, reviews or direct communication with our team.

Providing feedback is entirely voluntary.

By sharing feedback, suggestions or ideas with Little Lovelies, the Family acknowledges that we may use those suggestions to improve our services, provided no personal or confidential information is disclosed without consent.

While we carefully consider all feedback received, Little Lovelies is not obliged to implement every suggestion.

We sincerely appreciate every Family who takes the time to share their experience and help us continue improving our service.

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24. Acceptance of this Family Service Agreement

By creating a Little Lovelies account, submitting a Booking Request, paying a Service Fee, confirming a booking or otherwise using our services, the Family acknowledges that they have:

1. read this Family Service Agreement;
2. understood this Family Service Agreement; and
3. agreed to be bound by this Family Service Agreement.

Where a booking is made on behalf of more than one parent, guardian or member of the household, the person making the booking confirms that they have the authority to accept this Family Service Agreement on behalf of all adults responsible for the booking.

This Family Service Agreement applies to every Booking Request and every booking made through Little Lovelies unless otherwise agreed in writing.

We appreciate the trust you place in us and look forward to helping your family find exceptional childcare.

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25. Definitions

For the purposes of this Family Service Agreement, the following definitions apply.

Booking Confirmation means the written confirmation issued by Little Lovelies confirming that a booking has been accepted.

Booking Documents means this Family Service Agreement, information published on the Little Lovelies website, information displayed throughout the booking process, information displayed within the Little Lovelies App, the Booking Confirmation and any booking-related written communications issued by Little Lovelies.

Booking Request means a request submitted by a Family through the Little Lovelies website, App or directly through Little Lovelies requesting childcare services.

Family means the individual or individuals requesting childcare services through Little Lovelies.

Little Lovelies Service Fee means the fee payable to Little Lovelies for recruiting, vetting, matching, coordinating and supporting a booking.

Material Change means any change that substantially alters the original booking requirements, including changes to dates, times, duration, location, duties, transport requirements or the number or ages of children.

Stored Payment Method means the debit card, credit card or other approved payment method securely stored by Little Lovelies' authorised third-party payment provider and nominated by the Family for payment of amounts payable under this Family Service Agreement.

Suitable Replacement means a nanny who, in the reasonable opinion of Little Lovelies, is appropriately suited to undertake the booking having regard to:

‍Fee

1. the original booking requirements;
2. relevant childcare experience;
3. verified references;
4. a current Working with Children Check (or equivalent);
5. current First Aid certification where applicable;
6. the Family's stated preferences; and
7. any other factors Little Lovelies reasonably considers relevant.

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Schedule 1 – Current Fees & Rates

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Effective from: 1 August 2026

All fees are inclusive of GST unless otherwise stated.

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1. Agency Booking Fees

Standard Booking Fee (1–10 shifts) - $35.00

Block Booking Fee (11 or more shifts, per shift) - $28.00

Short Notice Booking Fee (bookings requested within 48 hours) - $50.00

Booking Fee Guarantee

If Little Lovelies is unable to source a suitable nanny or babysitter for your booking, your Agency Booking Fee will be refunded in full.

Once a suitable nanny or babysitter has accepted your booking and the booking has been confirmed, the Agency Booking Fee becomes non-refundable except where otherwise provided for in this Agreement.

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2. Casual Nanny & Babysitter Hourly Rates

‍Booking Type

Hourly Rate

Standard booking (over 4 hours, 1–2 children) - $35.00 per hour

Bookings of 3–4 hours - $40.00 per hour

Short notice bookings (within 48 hours) - $40.00 per hour

Three children - $40.00 per hour

Four or five children - $45.00 per hour

National Public Holidays & New Year's Eve - $45.00 per hour

Baby Night Nanny - $45.00 per hour

Hourly rates are paid directly to the nanny or babysitter and are separate from the Agency Booking Fee.

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3. Overnight Bookings

For standard overnight bookings, the applicable hourly rate continues to apply throughout the booking.

Where a child requires care during the overnight period, the Baby Night Nanny hourly rate will apply for the time spent providing active care.

The Family must provide the nanny with a suitable bed and clean linen for all overnight bookings.

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4. Cancellation Charges

‍Cancellation Time

Charge

Less than 12 hours' notice - $75.00

Less than 4 hours' notice - $100.00

Less than 1 hour's notice or no cancellation - Full expected nanny payment for the booked shift

Cancellation charges will be processed using the Family's nominated payment method in accordance with this Agreement and will be shared with the carer to cover some of their loss of wages.

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5. Other Charges & Reimbursements

Where applicable:

• Mileage will be reimbursed at the current ATO kilometre rate where the nanny uses their own vehicle at the Family's request.
• Parking, tolls and other agreed out-of-pocket expenses incurred during the booking are the responsibility of the Family.
• Where the Family fails to pay the nanny within the timeframe set out in this Agreement, Little Lovelies may recover the outstanding amount together with the applicable administration charge in accordance with this Agreement.
  

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Thank You

Thank you for choosing Little Lovelies.

We appreciate the trust you place in us and look forward to supporting your family.  If you have any questions about this Family Service Agreement or your booking, our team is always happy to help.