Frequently asked questions

Nestwel is an online marketplace that connects customers with independent service providers offering all different type of household services and professional services to help you run your home, take care of your health & wellbeing and manage your other obligations. It provides a secure platform for booking and managing services conveniently.

For customers/households: Browse verified service providers using advanced filters for location, skills, rates, certifications, and availability. Book services directly and manage all bookings through your dashboard.

For service providers: Create a profile to showcase all the different type of services you offer, your skills and set your availability & rate. Accept bookings, provide services, and receive payments securely through the platform.

Nestwel seeks to connect households with all different type of service providers to help with life's everyday moments and significant milestones. Services that may be provided by service providers include, but are not limited to:

• child care (e.g. babysitting, nannies);
• housekeeping (e.g. cleaning, laundry);
• cooking, personal chef;
• tutoring and academic support; and
• specialised household services (e.g. gardening, handyman work).

Nestwel has been built to create an easy, seamless process for busy customers to find all of the care and services they need in one place. We are not a task-based platform. Nestwel is built for lasting support and it offers:

• verified service providers;
• one dedicated platform where you can search for all different type of service providers to help you run your household smoothly and efficiently;
• flexible options for one-off or recurring bookings;
• option to pay for booking on the date of booking or when service is provided;
• transparent pricing and secure payment processes; and
• a platform dedicated to privacy and user support.

Badges highlight verified credentials like identity checks, police vetting, or certifications. These provide an extra layer of trust.

Currently, Nestwel does not provide insurance. Customers and providers are encouraged to discuss any liability concerns directly.

Finding the right service provider for your needs is easy with our platform. Use the advanced search filters to refine results, including by location, qualifications, pricing and availability. Review the profiles for experience, certifications, and services offered. You can check past customer reviews and ratings for insights into reliability and service quality and also message the provider to ask any other questions you might have before you complete the booking. This combination of tools ensures you can make a well-informed choice that aligns with your needs and requirements.

All providers must complete a minimum identification check via a secure third-party service, Stripe. Providers can also upload optional vetting and child safety checks, which are displayed on their profiles. All documents that are uploaded by providers must be up to date, valid and authentic.

To book a provider, simply:

• start by selecting the type of service required and your location;
• refine your search by the specific services, availability, pricing and certifications;
• scroll through the results of service providers that meet your selection criteria;
• review the detailed profiles of service providers and any reviews left by other users;
• message the provider if you need any other information;
• choose your desired service date and time; and
• confirm the booking and complete payment through the platform.

Yes, the platform allows direct messaging with providers so you can clarify details or discuss specific needs before confirming a booking.

Yes. You can mark providers as "favourites" for easy rebooking.

Yes. When booking a provider, select the recurring option and choose the frequency (e.g. weekly, fortnightly or monthly).

• Rescheduling: Rescheduling a booking is easy and can be done directly through the platform. You can select a new date and time for the service, subject to the provider's availability.
• Cancellation: If you need to cancel a booking, fees will apply in certain circumstances in accordance with our Cancellation and Refund Policy:
• Cancellation made within 3 days of booking confirmation: no charge will be made;
• Cancellation made up to 2 days before the scheduled service: cancellation fee of 25% of the total booking and the platform fee (being the 5% transaction fee as described in the terms) will be charged; and
• Cancellation made within 1 day of the scheduled service: the total booking amount together with all fees as described in the terms will be charged, unless:
• the service is rescheduled for a different time or date and time; and
• otherwise agreed with the service provider or due to exceptional circumstances (for example, medical emergencies) in which case the customer will only be charged the platform fee deduction.

Payments are processed securely through Stripe, accepting major credit/debit cards (Visa, Mastercard etc).

Cancellation of bookings are managed in line with the platform's Cancellation and Refund Policy (see summary above under ‘How do I reschedule or cancel a booking?’).

No-show or unsatisfactory service: If the service provider does not deliver the agreed service or you have received an unsatisfactory service, we recommend that you discuss with the service provider either a full refund or a complimentary rebooking. Nestwel can assist with any such concerns but is not liable for nor will it compensate for any no-show or unsatisfactory service.

The following are fees that are charged by Nestwel for each booking. These fees allow Nestwel to run all aspects of the platform so that customers/households and service providers can continue to use our platform:

• Customers: 5% transaction fee per booking.
• Service providers: 5% service fee on each booking.

To join our community and become a service provider on Nestwel, simply:

• sign up as a provider;
• create a detailed profile listing your service/s, skills, details of your experience, your fee, and availability; and
• complete the identification check and upload any optional credentials (e.g. police checks, right-to-work documentation). All documents that are uploaded must be up to date, accurate and authentic.

Yes, you have full control over your pricing and schedule. Adjust these at any time through your profile dashboard.

You’ll receive a notification when a customer books your service. Review the details and confirm or decline within 24 hours.

Frequent cancellations may impact your standing on the platform. Notify the customer as early as possible to minimise disruptions.

Payments are securely processed through a third-party provider, Stripe. After the service is completed, the funds will be released to your account within 5 business days.

Service providers pay a 5% service fee on each booking. This fee will be automatically deducted from your payout.

Your privacy is a top priority. The platform uses advanced encryption to protect all your personal and payment information. Additionally, your information is only shared with third parties (e.g. payment processors) as necessary to facilitate the services you use.

• For customers: Providers only see your first name, service request details, and any essential information necessary for delivering the service.
• For service providers: customers can view your public profile, including your qualifications, experience, reviews, and any verified credentials (e.g. police checks, badges, and certifications) and documentation you have uploaded for display on your public profile. Sensitive personal details are not displayed publicly.

If you suspect fraud or notice inappropriate behaviour:

• immediately report the issue by contacting support at admin@nestwel.com.au. Include details such as the user’s profile, the nature of the issue, and any supporting evidence (e.g. screenshots); and
• the platform will promptly investigate the matter and take appropriate actions, including suspending accounts or involving authorities if required.

If you are unhappy with a service provider or communications received from a service provider, we recommend that you:

• Direct resolution: start by communicating directly with the service provider to resolve any misunderstandings or service issues amicably; and
• Escalation to support: if you’re unable to reach a resolution, contact our support team. We will work with both the customer/household and service provider to try and reach a resolution and agreeable outcome. If these efforts are unsuccessful, the customer/household and service provider may wish to request external mediation services, which Nestwel can assist with, to help both parties reach a resolution.

Yes. After the service is completed, you’ll receive a prompt to rate and review the service provider. Honest feedback helps improve the community and assists other users in making informed decisions.

You can reach our support team through:

• Email: admin@nestwel.com.au.
• Live Chat: Available during business hours via the platform’s Help Centre.

All policies, including the Terms and Conditions, Privacy Policy, and Refunds and Cancellation Policy, are available on the platform. We recommend that all users of our platform review these documents to understand your rights and responsibilities. If you have any questions about any aspect of these documents, please reach out to our support team at admin@nestwel.com.au.

The platform’s availability depends on local regulations. Check with support if you plan to use it internationally.

The platform is compatible with most modern devices and browsers, including Google Chrome, Safari, Firefox, and Microsoft Edge. For an optimal experience, ensure your browser is updated to the latest version.

If you are experiencing trouble accessing and using the platform, we recommend that

you:

• Step 1: clear your browser cache and cookies, then refresh the page;
• Step 2: check your internet connection for stability; and
• Step 3: if the issue persists, contact our technical support team at admin@nestwel.com.au with a detailed description, including error messages or screenshots.

Here at Nestwel, we are working on building a strong community that is focused on connecting households with providers who each are respectful, careful and kind to one another. At a minimum, we expect that all of our users:

• communicate respectfully, carefully and professionally;
• at all times, not share personal or sensitive information outside the platform; and
• adhere to the platform’s terms, including its policies on prohibited activities and services.

If you are the subject of unfortunate harassment or inappropriate behaviour by another user/s, we recommend that you:

• report the incident immediately to our Support Team at admin@nestwel.com.au;and
• include all details of the issue, including user information and any relevant documentation.

We take such reports seriously and will investigate them promptly, to ensure that we continue to build a safe and respectful community for all users.

We value your feedback and encourage users to share ideas for enhancing the platform. You can submit your suggestions by emailing us at admin@nestwel.com.au.