Fees & Refund Policy

There are no upfront fees required to begin your search.

At the start of every search, we provide a detailed service agreement outlining all key terms and expectations — so you know exactly what to expect from the outset. 

In addition to placement fees, be sure to factor in the weekly or monthly salary, as well as any potential tax, national Insurance & pension contributions. You should also account for additional costs such as payroll services (approximately £18–£20 per month) and car insurance, if applicable. You should budget for a minimum of £250-300 per week for traditional au pair placements requiring circa 25 hours of support (including tax/ni). Nannies command an hourly salary upwards of £18/h gross. 

Offer & Acceptance

Once a family decides to proceed with a candidate and the candidate accepts the position:

• A placement invoice will be issued
• The placement fee will become payable
• The placement fee will be processed using the same card provided during the card verification stage
• The candidate will be reserved once payment has been received
• The placement contract and documentation will then be issued

Candidate Reservation Policy

To reserve your chosen candidate, we require payment of the placement fee along with confirmation of the agreed start date, working hours, and salary.

Payment must normally be completed within 48 hours of the candidate accepting the offer, unless otherwise agreed in writing.

If payment is not received within the agreed timeframe, Smart Au Pairs & Nannies reserves the right to release the candidate’s profile back into circulation.

Scale of Fees

Please contact us for the current placement fee schedule. Fees start from £990 + VAT.

Replacement & Refund Policy

At Smart Au Pairs & Nannies, we understand that even with careful planning and support, placements may not always work out as expected. For this reason, all placements include a replacement search guarantee.

Each placement includes a defined guarantee period. If we are unable to secure a suitable replacement candidate within this period, a refund policy may apply depending on your selected service level.

If a placement is terminated either prior to the candidate’s arrival or during the post-arrival guarantee period, we will offer one free replacement search.

If we are unable to provide suitable replacement candidates within 30 days from the date you notify us of termination, a refund schedule may apply.

Please note that unreasonable rejection of replacement candidates—such as significantly changing the original job requirements—may affect eligibility for a partial refund.

No refunds will be issued if:

• The placement is terminated outside of the guarantee period, or
• A replacement search is not requested

In such cases, a credit may be applied toward a future placement at the agency’s discretion.

Any credits or discounts offered are valid for 3 months unless otherwise agreed in writing.

Conditions for Refund or Replacement

To qualify for a refund or replacement, the following conditions must be met:

• Full payment of the placement fee has been made by the due date
• The family provided an accurate and honest description of the role and requirements
• For live-in roles, suitable private accommodation was provided as agreed
• The candidate was paid promptly and treated fairly and respectfully
• Any issues or concerns were reported to Smart Au Pairs & Nannies within 48 hours of arising
• No significant changes were made to the job description, hours, or duties after the contract was agreed
• The candidate was not subjected to mistreatment, unsafe conditions, or unreasonable demands

Offers & Incentives 

We offer referral incentives and other seasonal offers so keep an eye out on our newsletters. Credit/discounts offered are subject to terms.

Safe & Easy Payment 

A separate invoice detailing the final fee is issued upon placement confirmation. Default payment method is a bank transfer. Stripe/credit card payment option is now available with selected service level options. 

We do not accept cheques.