1. About Nannvo
Nannvo Ltd ("Nannvo", "we", "us") provides an online marketplace that connects families seeking care services with professional caregivers and nannies ("Carers"). Nannvo is a platform facilitator and is not itself a care agency or employer of Carers.
Registered in England and Wales. For queries: legal@nannvo.co.uk
2. Eligibility
To use Nannvo, you must:
- Be at least 18 years of age
- Be legally resident in the United Kingdom
- Have the legal capacity to enter into a binding contract
- Not have been previously suspended or removed from the platform
Carers must additionally hold a valid right to work in the UK and pass our verification process.
3. Account registration
You must create an account to use most features of Nannvo. You agree to:
- Provide accurate, complete, and up-to-date information
- Keep your login credentials secure and confidential
- Notify us immediately of any unauthorised use of your account
- Not create more than one account per person
- Not transfer your account to another person
4. Carer verification
All Carers listed on Nannvo must complete our verification process, which includes:
- Enhanced DBS (Disclosure and Barring Service) check
- Identity verification (government-issued photo ID)
- Right to work documentation
- Professional references (minimum two)
- Platform suitability assessment
Nannvo takes reasonable steps to verify the information provided by Carers, but we cannot guarantee the accuracy of all information. Families remain responsible for their own due diligence.
5. Bookings and payments
When a Family confirms a booking through the platform:
- A service agreement is formed directly between the Family and the Carer
- Nannvo processes payment on behalf of both parties
- Our service fee is deducted from the transaction
- Carers are paid on the schedule set out in their account settings
All payments must be processed through Nannvo. Arranging off-platform payments to circumvent our fees is a violation of these Terms and may result in account termination.
6. Cancellations and refunds
Our cancellation policy is as follows:
- More than 48 hours' notice: Full refund to the Family; no payment to the Carer
- 24–48 hours' notice: 50% refund to the Family; 50% payment to the Carer
- Less than 24 hours' notice: No refund to the Family; full payment to the Carer
- Carer cancellation: Full refund to the Family; account flag applied to the Carer
Disputes about cancellations can be raised with our support team within 7 days of the booking date.
7. Prohibited conduct
You must not use Nannvo to:
- Provide false, misleading, or fraudulent information
- Impersonate any person or organisation
- Harass, abuse, or threaten other users
- Engage in any unlawful activity
- Attempt to circumvent or damage our platform
- Solicit or accept payments outside the Nannvo platform
- Use the platform for any purpose other than arranging care services
- Scrape, copy, or reproduce our content without permission
8. Reviews and content
Users may post reviews and ratings following completed bookings. You agree that all content you post is:
- Accurate, honest, and based on genuine experience
- Not defamatory, offensive, or in violation of any person's rights
- Not used for commercial purposes
Nannvo reserves the right to remove content that violates these guidelines without notice.
9. Nannvo's role and liability
Nannvo is a marketplace platform. We are not a party to the care agreement between Families and Carers. We are not an employer of Carers and are not responsible for the conduct or performance of any Carer.
To the maximum extent permitted by law, Nannvo's total liability to you shall not exceed the amount of fees you have paid to Nannvo in the 12 months preceding the claim.
We are not liable for any indirect, consequential, or incidental losses arising from your use of the platform.
10. Intellectual property
All content, design, code, and trade marks on the Nannvo platform are owned by or licensed to Nannvo Ltd. You may not use, copy, or reproduce any Nannvo intellectual property without written permission.
11. Suspension and termination
Nannvo may suspend or terminate your account at any time if we believe you have violated these Terms, engaged in fraudulent behaviour, or posed a safety risk to other users. You may close your account at any time by contacting support.
12. Changes to these Terms
We may update these Terms from time to time. We will notify you of material changes at least 14 days in advance by email. Continued use of the platform after changes take effect constitutes your acceptance of the updated Terms.
13. Governing law
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.