.jpg)
FAQs
FOR FAMILIES
How much does it cost to use Villey?
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.
What fees are involved in using Villey?
Villey is proud to keep our platform fees below the industry standard. The following fees occur for all bookings;
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 Example
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).
Client service fees and Helper platform fees are applicable for late cancellation payouts (50% cancellation policy) to cover administrative costs.
Why are there fees?
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.
How does payment work?
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.
What if the helper suggests making payment by cash or direct bank transfer, to avoid Villey fees?
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.
When will I be paid?
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.
Can I use government funding or employment benefits to pay for services on Villey?
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.