Don’t waste another day trying to do it all yourself. *We are better together.*

Villey is a two sided marketplace (app) that seamlessly connects clients with helpers. Villey recognises that it takes a village to raise a family. The Villey platform is here to make your life easier. For clients, you can lighten your mental and domestic load, and win back valuable time. For helpers, you can build a side hustle or full time gig from helping others, and earn money on your own flexible terms.

What does Villey do?

Villey is made by mums for mums (and families). It’s a trusted platform for busy parents and families to get on-demand support around the home. Managing a busy life can be hard and time consuming. On the Villey app you can connect with a supportive and capable helper to tackle those chores, errands, and anything in between. Services include: help around the home, help with the kids, meal prep and cooking, home organisation, running errands and life admin support. As a client, you can engage with a single helper or multiple helpers throughout the week for short or longer periods, to fit in with your needs.

How is Villey different from other support platforms?

Villey has been designed to support busy mums and families. Clients are required to set up a client profile using their name, address, phone number and email address. All payments are made electronically via the encrypted Stripe platform by credit or debit card. 

Signing up as a helper is more in-depth as we have a strict onboarding verification process to ensure we maintain our high level of safety on our platform. Only people who have completed the onboarding process can become a verified helper. To successfully onboard with Villey as a helper, you must first provide;  

- Full Identification; name, date of birth, address
- Contact details; phone and email
- Australian Business Number (ABN)
- Bank details must be linked to the Stripe Payments Australia to receive payouts.
- 100 points of identification to be Verified by through the Australian Criminal Intelligence Commission (ACIC) to obtain a Nationally Recognised Police Check
- Working With Children Check (WWCC) must be obtained via ServiceNSW at your own cost and verified through the Villey onboarding platform.
- First Aid Certification is preferred but not compulsory
- The final step is to obtain a reference check

Our community is one you can trust. We have a strict approval and industry leading onboarding process to ensure all Villey helpers are vetted, and have a reference and security checks before being approved to work on the Villey platform.

Who can use Villey?

Villey is made by mums for mums (and families). The safety of our users is our top priority. Our industry leading onboarding process requires all Villey helpers to obtain a reference check, be fully vetted and pass security and identity checks before being approved to work on the Villey platform.

Is it safe to use Villey?

Villey proudly provides 8 categories of services 

**Help around the home**
This service offering is in high demand. The Daily Spruce Up is Villey’s most booked job. The Daily Spruce up is a home reset, whereby your helper will return your home to order after the morning rush. This service includes laundry, household tidying, making beds, vacuuming and more.
Other help around the home tasks include: surface cleaning, changing bed linen, cleaning out fridge and pantry, mopping, dishwashing, emptying rubbish bins, bathroom wipe down (not a deep clean) and ironing. 

**Help with the kids**
Being in two-places at once is impossible, so what if you are stuck at home as your baby sleeps, right when you’re meant to be getting another child to soccer practice?  Villey understands that sometimes you need a reliable, caring and trustworthy person to lean on to support you with the kids.
We offer the following services; casual childminding, practical support looking after multiple children (an extra pair of hands), sick kids support, support with the morning and evening routine, homework supervision and basic support, kids drop off and pick up, meal preparation and more.
Villey is made by mums for mums (and families), our community is one you can trust. We have a strict approval and industry leading onboarding process to ensure all Villey helpers are vetted, and have security checks before being approved to work on the Villey platform.
All Villey helpers working with children and babies will have a verified Working With Children’s Check (WWCC) a National Police Check and a reference check. 

**New Parent Support**
Bringing a new baby into the world is an exciting and yet exhausting time. Villey helpers can support you with the following: practical support (an extra pair of hands), support looking after multiple children, postpartum support, household assistance, preparing baby purees and finger foods, running errands, home organsiation, evening and night nappy support, nursery preparation and more.
Villey is made by mums for mums (and families), our community is one you can trust. We have a strict approval and industry leading onboarding process to ensure all Villey helpers are vetted, and have security checks before being approved to work on the Villey platform.
All Villey helpers working with children and babies will have a verified Working With Children’s Check (WWCC) a National Police Check and a reference check. 

**Running Errands**
When there are simply not enough hours in the day to get it all done! Engage a Villey helper to do the running around for you. 
Villey helpers can support you with running errands to lighten your physical and mental load. Tasks include: shopping for items, returns and exchanges, dry-cleaning pick-ups and drop-offs, uniform shop purchases, post office tasks, holiday and birthday party preparation and more. 

**Home Organisation**
Have you been meaning to do an overhaul of a certain area in your home? Let Villey helpers do the organising for you! Return home to an orderly and more spacious environment. Home organisation includes the organisation and decluttering of rooms, wardrobes, storage spaces. Other tasks include: labelling clothing, sorting and decluttering children’s clothes, donating toys, clothing and items to charity and more.
  
**Life Admin Support**
Outsource your life admin tasks to a Villey helper and save valuable time. Tasks include: appointment scheduling, paying bills, planning a holiday, managing school diaries, listing and selling items online, researching tasks, email and inbox management and more. 
  
**Meal Preparation & Cooking**
Are you time poor? Or maybe you don’t enjoy cooking. Start eating delicious meals with support from a Villey helper, from planning, to cooking, to clean-up and more.   
  
**The Unicorn**
Know that you need help, but just not sure where to start? Or do you need a little bit of support in all our service areas? Engage with a Unicorn! A Unicorn is a helper who is willing to do it all & holds all the relevant checks and verifications. 

What services can I engage using Villey?

Every Villey helper is required to obtain a new police check when signing up to the Villey platform. No former police checks will be accepted, a new police check needs to be conducted through our platform. Additionally, only Villey helpers with a valid Working With Children Check (WWCC) can access jobs where children are present. WWCC must be verified through our system prior to being confirmed as a Villey helper.  

Villey is proud to partner with Cited, an Australian Criminal Intelligence Commission (ACIC) accredited body, to process helper Police Checks and verify WWCC. There is a fee of $38.50+gst to obtain a Police Check through our system and $6.90+gst to verify your WWCC. These rates are competitive and below industry standards.  

[Please learn more about the ACIC Police Check process **here.**](https://www.acic.gov.au/services/national-police-checking-service/find-out-more-information/how-service-works)

Please note; your WWCC will need to be obtained through the issuing body in your relevant state (i.e. ServiceNSW in New South Wales). 
    
Whilst it is not mandatory, Villey encourages helpers to list any additional certifications and qualifications they may have, including (but not limited to) nursing, child-care degrees and first aid certificates which will allow clients the ability to make an informed decision when engaging with a helper.

Do I need a Police Check and Working With Children Check, or any qualifications?

The Villey app is free to download! There are no ongoing membership fees or lock in contracts. Villey helpers set their own rates and choose the jobs they take on. Rates are displayed on Helper profiles. The average helper rate is between $35-$55 per hour. See fee FAQ for more information on fees.

How much does it cost to use Villey?

Villey is proud to keep our platform fees below the industry standard. The following fees occur for all bookings;

  Helpers: To use the platform to find work and promote their independent business, all helpers are paid their rate, less a helper platform fee of 12%
  
  Helper Hint: We recommend using our in-app calculator when setting your rates, as this will help you to determine your take-home amount once the helper platform fee has been deducted.
  
  Clients: All clients pay a client service fee of 8% on all transactions. This will be calculated at the time of checkout and processed using a linked credit or debit card.
  
  What does this mean? 
  
  Client Service Fee:
  For example, a 2 hour service at $35/hr = $70 
  A client service fee of 8% will be charged at time of check-out. 
  $70 + 8% client service fee ($5.60) = $75.60 (total amount charged to client). 
  
  Helper Platform Fee:
  For example, a 2 hour service at $35/hr = $70 
  Helper platform fee of 12% x $70 = $8.40. Therefore the helper will be paid $61.60 to their linked bank account.
  The Helper platform fee of 12% is calculated from the helper’s base rate, and will be processed prior to hitting the helper’s bank account. 
  
  Client service fees and Helper platform fees are applicable for late cancellation payouts (50% cancellation policy) to cover administrative costs.

What fees are involved in using Villey?

Administrative fees in the form of client service fees and helper platform fees are charged to every job transaction through Villey. These fees ensure that we are able to provide our clients and helpers with the best possible experience on the platform and allows Villey to;
  Maintain the quality and efficiency of our world-class app.
  Provide insurances to cover both clients and helpers when engaging support through our platform
  To undertake marketing and promotion of the platform to continue to attract fantastic helpers and brilliant clients!
  Ensure we are able to retain our wonderful team of support behind the scenes to ensure you have the next possible experience with us.

Why are there fees?

This is a very broad topic and can depend on many personal circumstances. We recommend you seek advice from your local accountant. Further information about personal income tax is available on the Australian Taxation Office (ATO) website https://www.ato.gov.au/business/bus/supporting-your-small-business/

Do I need to pay tax on what I earn through Villey?

Yes, all helpers signing up to work on the Villey app require an Australian Business Number (ABN). Villey is a platform where helpers can effortlessly connect with clients, helpers will essentially be running their own small business. Applying for an ABN is free and easy! For more information go to: https://www.abr.gov.au/business-super-funds-charities/applying-abn

Do I need an ABN?

Firstly, head to the App Store or Google Play and download the Villey app!
    Next, follow the prompts to register as either a Helper (providing the service) or a Client (receiving the service). You will be asked for necessary information about your identity and location. We require this small amount of personal information to deliver our services as accurately and as seamlessly as possible. 
    Both clients and helpers have the opportunity to upload profile and banner pictures, and write their own biography to promote their active profile. Helpers will be asked to link their bank details to the encrypted Stripe vault for seamless payouts of their earned funds, while clients will be asked to link a valid credit or debit card to complete online transactions. 
    There are additional steps to becoming a helper, including reference checks, obtaining a National Police Check via our partnership with Cited.com and verification of your Working with Children’s Check if you are wanting to complete services with children present (Help with the Kids & New Parent Support). Helpers will also be asked to provide their availability and input their own rates of pay. 
    Villey prides itself on its strict verification process and takes this onboarding process very seriously. Accounts will not become active until all verification steps have been completed and approved based on our Onboarding Policy.

How do I sign up to Villey?

Yes, many of our helpers are also clients. This is a village of support and we welcome our users to interchange between being a client and helper and vice versa. This can be done by switching the toggle at the top of the home screen.
    Please note: only people who have successfully completed the helper sign-up process are eligible to undertake helper jobs.

Can I switch between being a helper and a client?

At Villey we take our users' safety very seriously. We have rigorous identity and security checks in place to protect our helpers and clients, along with a suite of insurances. Any jobs and payments which are made off the Villey platform (i.e direct bank transfer or cash) will void users security and access to our insurances. This type of communication is against our Terms of Use and Community Guidelines and we ask that this kind of behaviour be reported to Villey admin for further investigation.
    For your safety remember to keep all communication and payments on the platform. We will not hesitate to remove anyone from the platform who risks the safety of the Villey Community. 

What if a client or helper suggests making payment by cash or direct bank transfer, to avoid Villey fees?

No, Villey is not an employer of helpers. Villey is simply a platform which connects clients to a village of helpers. All Villey helpers are required to hold their own Australian Business Number (ABN). Helpers are also responsible for their own schedules, transport, taxation obligations and superannuation contributions.

Does signing up as a helper make me an employee of Villey?

Villey works with Stripe Payments Australia Pty Ltd (Stripe) to conduct payouts to helper’s linked bank accounts twice weekly. Any jobs you complete prior to the next scheduled payout will be processed in the next payout schedule.
    It is the sole responsibility of the helper to keep their information accurate and up to date with Stripe payouts, to ensure your payments are processed into the correct account on time. Villey will take no responsibility in late payments for inaccurate  information.

When will I be paid?

No, all National Police Checks must be obtained through the Villey sign-up process and renewed every 3 years. You will be given plenty of notice to renew your police check to ensure that it does not expire. If your police check does expire you will not be able to book any jobs as a helper until your police check has been renewed.

Can I use an old National Police Check?

Villey payments are processed through the Stripe Payments Australia Pty Ltd (Stripe). Stripe is a platform which requires clients to input a valid credit or debit card to process your payments. If you are a self-managed NDIS beneficiary or manage your own government funding you are welcome to use Villey services and Villey can provide you with a transaction receipt with your helpers ABN number to reconcile your accounts.
    At this point in time, Villey cannot issue invoices or accept direct debit payments. 
    If you are a recipient of support funding and wish to use this funding towards Villey services, please contact your provider to ask about self-managing your allocated funds. 
    Receipts will be emailed directly to your nominated email address at time of payment.

Can I use government funding or employment benefits to pay for services on Villey?

Villey engages with Stripe Payments Australia Pty Ltd (Stripe) to safely manage online payments through the Villey app. Stripe is the world-leader in online credit card transactions so you can rest assured your details are safely encrypted in their vault.
    All payments are processed at the conclusion of the job session, for both one-off and recurring bookings. The agreed session details will calculate the total payment owed by the client to the helper, for example; the session duration (i.e. 2 hours) and the agreed rate (i.e. $35/hr) will calculate a payment owing of $35 x 2hr = $70. Client service fees (8%) will be added to the total payment at time of check-out. 
    Both client and helper will be required to sign-out of the active session within 48hrs of the job completion for the payment to be processed. This is quick and easy to do! If either party forgets to check-out the payment will process automatically. For this reason, it’s important to keep your scheduler up to date with all job details to ensure the correct payment is processed at the end of the session.

How does payment work?

Any individual who has successfully completed our sign-up process is welcome to seek jobs on the Villey platform. At this stage we can only onboard individuals and only the individual listed on the verified account is eligible to fulfil shifts under that account. Any persons found to be sharing their account across multiple helpers will be investigated and terminated immediately from the Villey platform.

I own / work for an organisation, can I use Villey?

As Villey is not your employer we will not be instructing you on what to wear. However, as you will be representing yourself in your own small business, we recommend you present yourself in a professional manner, dressed in appropriate clothing with comfortable and supportive closed in footwear.

I’m a helper, what should I wear? Is there a uniform?

Clients can use the Villey platform to post a job any time of day or night! You can choose between a standard booking (sometime in the future / recurring) or a last-minute job if you need support right away. 
    Select the services you need help with, choose the date, time and location of the job. Select whether you want a one-off booking or a recurring job. 
    Once your job is posted, helpers in your area will be able to apply for your job. Review helper profiles and applications to your job and select your preferred helper. Lastly, agree to the terms (including rates, booking details and cancellation policy) in order to confirm the booking.

I’m a client, how do I post a job?

Clients:
    If a client cancels within 24 hours of the booking start time, the client is obligated to adhere to Villey’s cancellation policy, which states 50% total job costs + client service fee is owed if cancelled within 24 hours of the job start time. This will automatically be deducted from your linked bank card. For example, if an appointment costing $100 was cancelled within 24 hours of the booking time, a cancellation fee (50% of $100 = $50) of $50 + $4 (8% client service fee) is owed = $54. 
    Helpers receive the cancellation payment, less helper platform fees (12%), to compensate them for their loss / potential earning time. In this example, the helper will receive $45. ($50 - 12% = $45). 
    If a client cancels outside the 24 hours cancellation policy timeframe, there are no fees owed and we encourage you to reschedule the appointment for a time that suits you and your helper. 
    Helpers:
    If a helper cancels within 24 hours of the booking start time (or is a no-show) the client will be able to provide a review of the helper. Reviews are extremely important to the reputation of a helper as all reviews are publicly visible on helper and client profiles. 
    If a helper cancels outside the 24 hours cancellation policy timeframe, we encourage the helper to attempt to reschedule the appointment to the next best availability. 
    Please ensure you give as much notice as possible if you need to cancel or reschedule an appointment.

What happens if I need to cancel?

Please review our cancellation policy below

**Client cancels with more than 24 hours notice given**
Yes - Full refund
No Fee
    
**Client cancels with less than 24 hours notice**
Yes - Partial refund
50% of the booking value
    
**Client is a no-show / Lock-out of Clients home**
Yes - Partial refund
50% of the booking value
    
**Helper cancels, anytime once the appointment is confirmed with a Service Agreement**
Yes - Full refund
No fee

Charges will be placed on the Client’s linked Credit or Debit card 48 hours prior to the commencement of the confirmed appointment. 
    
Cancellations more than 48 hours before the start time
For cancellations which happen prior to this transaction, there will be no fees or charges incurred from the cancellations.
    
Cancellations between 24-48 hours before the start time 
Client Cancellations which happen within 24-48 hours of the commencement of a confirmed appointment, Client Service Fees (8%) are non-refundable to cover administration.  
Helper Cancellations which happen within 0-48 hours of the commencement will incur a full refund of booking total to the Client, inclusive of Client Service Fees (8%).  

Cancellations less than 24 hours before the start time  
Client cancellations less than 24 hours before the start time will incur a 50% of the booking total as a cancellation fee. 50% of the booking total will be refunded to the clients account, less Client Service Fee of 8%.  

This includes Client no-show at appointment, or “Helper Lock-Out” by the Client not providing access to the home.  

Helper Cancellations which happen within 0-48 hours of the commencement will incur a full refund of booking total to the Client, inclusive of Client Service Fees (8%). This includes if a Helper is a no-show the confirmed appointment.  

Where does the cancellation payment go?  
Helpers will receive the cancellation funds charged in the same process as ordinary earnings. (i.e. $100 booking 50% cancellation fee = $50 less 12% Helper Fee, Helper payment $44).
    
Refunds and Disputes
While we take the utmost care to minimise any negative experience, we will consider all cases individually. Please email us at admin@villey.co with any payment disputes. 
    
Scenarios constituting a possible refund or additional payments / Overtime;

Helper works for a shorter than arranged session time. Helper may have a change in circumstance and only be able to complete half of the agreed job. In this case, the Client is entitled to a refund for the total lost time + pro-rata Client Service Fee. (i.e. $100 + 8% Client Service Fee = $108 booking for 2 hours. Helper only works for 1.5 hour = $75 + 8% Client Service Fee = $81. Client is entitled to a refund of $108 - $81 = $27).  

The Client may request the helper works for additional time / overtime on a task. When both parties agree to the extra time, the additional time will be added to the booking schedule, calculated for the total and extra funds processed at time of check-out.  

If a Client or Helper is sick, or an unforeseen cancellation is required, we encourage both parties to seek a suitable time to reschedule the appointment. Where a suitable outcome can not be arranged, the refund will be considered based on the circumstance. 

What is the Cancellation or Refund Policy?

As the name suggests, a one-off appointment is a single appointment, with no repeats. One-off appointments still require a service agreement to be completed and agreed upon by the client and helper. 
    If you intend on having more than one session with the same helper, or you wish to repeat the session every week (with or without an end date), you will be booking a recurring appointment. Recurring appointments can;
    Be booked with or without an end date 
    Exclude dates if you know you don’t require a helper on a certain date (i.e. pausing over school holidays)
    Be adjusted as time goes by (i.e. you want to change from a Tuesday 9am repeat to a Thursday 9.30am repeat).

What is the difference between a one-off or recurring appointment?

Helpers are in charge of their own small business and will have the freedom to adjust their rates to suit the job booking. If the job booking request is more challenging or demanding than their usual rates reflect (i.e. caring for multiple children, rather than just one child), the helper has the freedom to adjust their rates accordingly.
    Once the rates are within the service agreement and agreed to by both client and helper, those rates will remain the rate for the job. The service agreement can be adjusted again if another change occurs, however the change needs to be approved by both parties.  

Can a helper adjust their rates once they have set them in their profile?

If a helper is running late, simply navigate to your upcoming job and select “Issue”. This will allow you to select running late and select the expected time bracket (i.e. 15 / 30 minutes late). By simply selecting this option your client will be notified via push notification and 
    your start time will automatically be adjusted to reflect the time change. 

What happens if I am running late?

Yes, you can delete your Villey account directly through the app. Here's how to do it:

1. **Open the Villey App:** Start by launching the app on your device.
2. **Go to Settings:** Navigate to the settings page. You can typically find this in the app menu or by tapping on a gear icon.
3. **Scroll to the Bottom:** Once in the settings, scroll all the way down to the bottom of the page.
4. **Close Account:** Look for the 'Close Account' button. This action will lead you through the process of closing your account.

Please note that deleting your account is a permanent action. You will lose access to all your data and this action cannot be undone. If you have any concerns or need assistance, feel free to contact our support team.

Frequently asked questions

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