Last updated: 25 September 2026
Welcome to Bali Family Care. These terms apply to all bookings made through balifamilycare.com, including nanny and babysitting, pet care and elder care services. By making a booking, you agree to the terms below.
Bali Family Care connects families, pet owners and people caring for older loved ones in Bali and Lombok with independent, self-employed carers, including nannies, babysitters, pet carers, groomers and elder carers. Each carer is an independent service provider and is not an employee or agent of Bali Family Care. We provide the booking platform; the care itself is provided directly by your carer.
Each carer writes their own profile and bio, including the services they offer, the animals they look after and the support they provide. Please read your carer's profile before booking.
When you book, you select a service, a carer, a date, a time and a location. Your booking is confirmed once your deposit has been received. You will receive a confirmation email with the details, and your carer will contact you to confirm the arrangements.
For recurring bookings (for example, several days in a row), each day or visit has its own deposit, and all deposits are paid at the time of booking. Cancellations follow the policy in section 4.
A deposit is required at the time of booking to secure your reservation. The remaining balance is your carer's rate in Indonesian Rupiah (IDR), as shown on their profile, paid in cash directly to your carer on the day of service. For Pet Care Day & Night bookings, the balance is paid on the first day of care. There is nothing further to pay online.
Deposits are processed securely through PayPal and will appear on your statement as "PAYPAL *IVYAULIACO" (Ivy Aulia & Co, our registered business name).
Single-day bookings: if you cancel more than 24 hours before your booking, your deposit is fully refunded to your original payment method within 3 to 5 business days. If you cancel within 24 hours of your booking, or are not present at the agreed time and location, your deposit is non-refundable, as your carer has reserved this time for you.
Bookings of 2 or more days in a row: your carer reserves this whole period for you and turns down other work. If you cancel 7 days or more before the first day, half of your total deposit is refunded to your original payment method within 3 to 5 business days. If you cancel less than 7 days before the first day, or end the booking early, your deposit is non-refundable.
Recurring bookings that are not on consecutive days, such as a weekly pet visit, follow the single-day policy for each visit.
In the rare event that your carer is unable to attend, you will receive a full refund of your deposit. You are welcome to make a new booking with another carer at any time.
You agree to provide accurate information at the time of booking, including your location and any allergies, medication, routines, medical conditions or special needs your carer should be aware of. Please ensure your carer can contact you and reach your location easily.
Nanny and babysitting: please share the number and ages of your children. A responsible adult should remain reachable throughout the service. Carers provide attentive care but are not a substitute for a parent or legal guardian in medical or emergency decisions.
Pet care and grooming: please share the type, breed, size and health of your pet(s), including any behaviour your carer should know about, such as nervousness, aggression or a history of escaping. You remain responsible for your pet's vaccinations, medical needs and any veterinary costs. Your carer will contact you straight away if your pet appears unwell or injured.
Elder care: care is non-medical. Carers do not give injections, infusions or other medical treatment. Please share any mobility, health or daily support needs, and ensure a family member or emergency contact remains reachable throughout the service.
Some details are agreed directly between you and your carer, not through Bali Family Care. These include access to your home, keys, the care of valuables and personal belongings, and, for Pet Care Day & Night, whether your pet stays at your home or at the carer's home and what to bring. Bali Family Care is not a party to these arrangements.
We ask that clients and carers treat one another with respect. We reserve the right to decline or cancel a booking where the safety or wellbeing of a child, an older person, an animal or a carer may be at risk.
Bali Family Care acts as a booking platform connecting clients with independent carers. To the fullest extent permitted by law, Bali Family Care is not liable for the acts, omissions or conduct of independent carers, or for any loss, injury, illness or damage to people, animals or property arising during a service. Our total liability in connection with any booking is limited to the amount of the deposit paid for that booking.
We may update these terms from time to time. The version published on balifamilycare.com at the time of your booking applies to that booking.
Questions about these terms or your booking? Email us at booking@balifamilycare.com.