OUR STANDARDS, IN PRACTICE
Care policies
Clear expectations and a little less to coordinate.
Booking minimum
Bookings have a three-hour minimum charge. We’re happy to arrange shorter visits, but payment still covers at least three hours.
Family cancellations
If you cancel within 24 hours of care starting, half of the booking total (50%) is due.
If you cancel 12 hours or less before care starts, the full booking total (100%) is due.
Family cancellation terms still apply unless the care team agrees to an exception for sudden illness. If your sitter cancels, you won’t be charged a cancellation fee. If we offer a replacement sitter, you can decide whether to move forward.
Illness, sick care & notice
For families
Please tell the care team about symptoms or contagious illness in your household before care begins. Sick care is considered case by case and requires agreement from the care team and sitter in advance. Availability is not guaranteed.
For sitters
Contact the care team if illness could affect safe care or expose a family to infection. Do not attend while too unwell to care safely or when you may spread a contagious illness.
As much notice as possible
Families and sitters should notify the care team as soon as they reasonably can. Aim for at least 24 hours’ notice when you know in advance. Sudden illness happens; if symptoms begin later, contact us as soon as you are able so we can help families plan.
If a sitter cannot attend
The care team will notify the family promptly and help look for another sitter. Replacement care is not guaranteed. Sitters are not responsible for finding their own replacement.
A fair approach to reliability
Repeated avoidable last-minute cancellations, no-shows, or delayed notice may lead to a conversation and review of future bookings or assignments. Each situation is considered individually. Genuine sudden illness and legally protected leave are not treated as reliability violations.
Hours & payments
Payment is due at the end of care and is made directly to the Little Haven NYC care team. The care team pays your sitter afterward.
If you need more time
Contact the care team and sitter before extending care. Extensions depend on the sitter’s availability.
At the end of the visit
Your sitter submits the actual start and end times. The care team reviews the hours and texts your payment summary with payment instructions.