Frequently Asked Questions

Simply create an account, complete your care profile with your needs and preferences, and start browsing available carers. Our matching system will help you find the perfect carer for your situation.

You'll need to share basic contact details, care requirements, location, preferred schedule, and any specific needs or medical conditions. This helps us match you with the most suitable carers.

Creating your profile takes about 10-15 minutes. Finding and booking your first carer typically happens within 24-48 hours, though emergency care can be arranged within 2 hours.

No upfront payment is required to create an account or browse carers. You only pay when you book care services at the carer's hourly rate plus our 15% platform fee.

Most regular care can be arranged within 24-48 hours. For emergency situations, we have carers available within 2 hours. Our extensive network ensures we can meet most care needs promptly.

Our intelligent matching system considers your location, care needs, schedule preferences, budget, and any specific requirements. We also factor in carer availability, qualifications, and client reviews.

Absolutely! You can browse carer profiles, read reviews, and select carers that feel right for you. You can also let our matching system suggest the best options based on your preferences.

We offer a satisfaction guarantee. If you're not completely happy, we'll find you a replacement carer at no additional cost. We want to ensure you have the best possible care experience.

Yes! Many clients prefer consistency and develop ongoing relationships with their carers. You can book the same carer for regular visits, subject to their availability.

Yes, every carer undergoes comprehensive background checks including enhanced DBS (Disclosure and Barring Service) checks, identity verification, right to work checks, and professional reference verification.

All carers have professional indemnity insurance and public liability insurance. Premium care plans include enhanced coverage. We also verify that carers maintain current insurance throughout their time on our platform.

We verify all care qualifications, certifications, and training certificates. Specialist carers must provide additional certification for their areas of expertise. We also conduct ongoing compliance checks.

All carers are trained in emergency procedures and first aid. We have a 24/7 emergency support line, and carers know how to contact emergency services. Family members are notified immediately of any incidents.

We conduct regular check-ins with clients, review care notes and reports, monitor carer performance metrics, and respond to any concerns immediately. Quality assurance is our top priority.

Carers set their own rates typically ranging from £15-25/hour for personal care, £12-20/hour for companionship, and £20-35/hour for specialist care. You pay the carer's rate plus a 15% platform fee.

If a carer charges £20/hour, you pay £23/hour total. The carer receives their full £20, and £3 goes to CarerNest to cover platform operations, insurance, payment processing, and support.

No hidden fees ever. You only pay the carer's rate plus our 15% platform fee. Everything is transparent and shown upfront before booking.

We accept all major credit and debit cards, bank transfers, and PayPal. All payments are processed securely through our encrypted payment system with instant payment protection.

Payment is processed automatically after each care session is completed and confirmed. You'll receive a detailed receipt with the breakdown of carer rate and platform fee.

We offer a 7-day satisfaction guarantee. If you're not happy with your care service within the first week, we'll provide a full refund or find you a replacement carer at no extra cost.

Our minimum booking is 2 hours for regular care visits and 1 hour for emergency care. This ensures carers can provide meaningful support and makes visits cost-effective.

We recommend booking at least 24-48 hours in advance for the best carer availability. However, we can often accommodate same-day requests for an additional 20% fee.

Yes, you can cancel or reschedule up to 24 hours before your appointment without penalty. Cancellations with less than 24 hours notice may incur a cancellation fee.

If a carer cancels, we'll immediately find you a replacement or reschedule at no cost to you. We have backup carers available to ensure continuity of care.

Absolutely! You can set up regular weekly, daily, or custom recurring schedules. This is perfect for ongoing care needs and helps build consistent relationships with carers.