Terms and conditions
CocoRio users are required to tick a box agreeing to our Terms & Conditions when they register. In our families section there is also a link to the Terms & Conditions. If you have any questions or require further clarification regarding our Terms & Conditions please contact CocoRio directly
1.1 The below Terms & Conditions are a legal binding agreement between you as the client and CocoRio as the agency.
1.2 Completion of the following – registering on CocoRio website, completion of the Web Form, telephone or written agreement over a CocoRio service, signing up to our online classes via Happity - is instant acceptance of the agency Terms & Conditions.
1.3 The word “CocoRio” refers to CocoRio Ltd (Agency).
1.4 The word “Client” refers to the person/family using CocoRio services.
1.5 The word “Sitter” refers to any person that CocoRio introduces to the client.
1.6 The Terms & Conditions are the terms of which CocoRio offers the client access to the services and use of the CocoRio website and agency. By registering with CocoRio the client agrees to abide by these Terms & Conditions. If the client does not agree to abide by these Terms & Conditions, then the client must refrain from using the CocoRio website nor make any agreement to use CocoRio services over the phone or in writing.
1.7 Posting false, incomplete, inaccurate or illegal information is strictly prohibited and may be punishable by law.
1.8 Unlawful or illegal use will be reported to the proper authorities and may be punishable by law.
2.0 Client Obligations
2.1 Any correspondence, communication either verbally, written or via email is confidential and the client agrees not to disclose to third parties.
2.2 All babysitting bookings must be made directly between you (the client) and CocoRio (the agency) except in the instance that you are booking through our partner platform Happity.
2.3 Engaging the Sitter directly or through another agency will be seen as bypassing the Agency. The Client will be held responsible for paying full fees related to the hire of a CocoRio sitter to CocoRio including 30% penalty surcharge as well as legal fees incurred with this.
2.4 The client agrees that there is a recommended minimum of 2 hours booking for the first CocoRio session, and that CocoRio might not agree on providing 1 hour long first sessions, in order to make sure there is enough time for the children, families and sitter to get to know each other - this does not apply to our online sessions.
2.5 The client agrees to pay the Agency on the website via the booking system, via invoice link or through Happity before the beginning of the session.
2.6 The client agrees their child will be seen by a sitter and other families if taking part in online group classes
2.7 The client agrees that online sessions may be recorded for archive and training purposes
2.8 The client agrees that screenshots/ previews of online classes may be used for marketing purposes. If the client would like their child’s face to be blurred, they must let CocoRio know before the start of the session.
2.9 The client agrees that CocoRio requires our sitters to be in a safe, warm and friendly environment.
2.10 Where CocoRio (in its absolute discretion) believes that there is sufficient negative feedback or feedback is of a concerning nature regarding the client, then CocoRio will refrain from referring any sitters.
2.11 The client agrees to pay taxi/uber home fees if the booking finishes after 10 pm.
2.12 Client will notify the agency immediately of any extension of any agreed CocoRio session and agrees further hourly fees will apply.
2.13 The Client agrees to pay a deposit in order to make a firm order, securing a sitter for long-term regular commitment or for a job in the distant future. Without the payment of a deposit the agency cannot reserve the sitter and other families will be able to book the sitter in question, were they to make a firm order. The deposit required will be £100 or 50% sitters’ fee for events (whichever is the highest), or to the equivalent of a week’s fee for long-term commitment.
2.14 If a CocoRio Sitter delivers a CocoRio session to any client - using CocoRio resources and method - the sitter should inform the Client and the Agency as soon as possible and the Client will be charged a CocoRio fee and client will always have to book that sitter via CocoRio.
2.15 Clients should carry adequate household insurance to cover domestic employees in their home.
2.16 Clients are responsible for the continued confidentiality of their login details – in an event of unauthorised use by a third party; your account may be deleted.
2.17 Clients agree to immediately notify CocoRio of any unauthorised use of their login or password.
2.18. Clients must ensure that they exit from their account at the end of each session on the CocoRio website.
3.1 FFees are payable in British Pounds via Debit/Credit Card on CocoRio’s Stripe account or on www.CocoRio.co.uk or through our partner platforms Happity or timetables sent by More Human before each CocoRio session Happity before each CocoRio session.
3.2 If the client fails to pay the Agency before the beginning of the CocoRio session, the client will be subject to a £25 late fee per day until payment is received. The Agency reserves the right not to send a Sitter if the payment is not received by the beginning of the scheduled session.
3.3 CocoRio holds the right not to dispatch a sitter if payments from a previous session have not been received.
3.4 If the sitter’s session has been extended then the appropriate charges will be emailed to the client. The full amount will need to be paid to the agency within 24 hours of the invoice being received.
3.5 CocoRio reserves the right to increase our sitters’ fees at any time.
3.6 The Sitter shall be reimbursed by the Client for all reasonable expenses incurred by her in the performance of her duties under CocoRio Session Agreement, provided that the expenses are incurred with the approval of the Client and provided the Sitter produces such evidence of expenditure as the Client may reasonably require.
3.7 CocoRio charges a 3% booking fee for all products above the price of £12.50 except coupons, to cover the payment provider’s fee that CocoRio is charged for to accept online bookings. If customers are not willing to pay booking fees, they can book on the phone or via email and CocoRio will send them invoices payable by BACS instead. For all products £12.50 or under, booking fee is 3.5%. Invoices are due before each CocoRio session takes place.
3.8 Discounted rates for regular bookings are to be agreed with CocoRio in advance. Discounted rates are subject to availability and to CocoRio staff’s discretion.
3.9 An Out of Hours Fee may be added to a Client’s bill if the contact the Agency for a last-minute request outside of their office hours
4.0 Cancellation Policy
4.1 CocoRio sessions can be refunded if cancelled 48 hours before the beginning of the session.
4.2 If a CocoRio session is cancelled within 48 hours, the session cannot be rescheduled for the original purchase price. Another booking shall be made.
4.3 To cancel a CocoRio session or ask to reschedule you should call 0208 126 5577 or email [email protected] as soon as possible.
4.4 If a wedding or event care packages are cancelled within 7 days of start date, then a 50% charge of the outstanding fees will occur.
4.5 CocoRio cannot be held responsible for cancellations or no-shows of a babysitter.
4.6 Overdue accounts will incur a penalty interest of 24% per annum and if referred to a collection agency additional costs will be incurred, which is the clients responsibility.
4.7 CocoRio cannot refund Coupons and they are available to be scheduled for a month from the purchased date. In order to schedule sitting sessions with a plan, the client needs to log on their CocoRio account and choose the Book a Sitter option.
5.0 Refunds & Guarantee
For the following - CocoRio Limited
5.1 Although CocoRio endeavours to find a sitter on request, we cannot always guarantee this will be possible.
5.4 Although CocoRio has high expectations of our sitters and we aim to provide you with exceptional sitters there is still no complete guarantee of reliability, honesty and character of the babysitter provided by the agency. Any concerns, please contact us immediately.
6.1 By using CocoRio agency the client expressly authorises CocoRio to collect and publish information about them as detailed in these terms and conditions and the client expressly waives any rights, whether in statute or at common law, to bring any legal action against CocoRio as a result of CocoRio's publication of such information, whether the client considers that information to be fair and accurate or not.
6.2 CocoRio acts as an agent for the client, not as an employer of the sitter. Therefore the agency accepts no liability or responsibility for accident, injury, loss, damage or misconduct sustained by nanny or babysitter, clients or any other persons and by employing a nanny or booking a babysitter through CocoRio, The Client agrees to exclude the agency should any mishap occur. CocoRio ensures all sitters are DBS checked and first aid trained.
6.3 CocoRio endeavours to validate the background of our nannies and babysitters. We cannot guarantee that all the information is correct. CocoRio Agency conducts thorough checks, conducts interviews, and ensures the sitters hold or in the process of obtaining current first aid, and sitters carry a current and valid Enhanced DBS, or appropriate international police checks.
6.5 CocoRio website contains links to third party advertisements and links to third party sites. Access to any other Internet site linked to CocoRio website, is at the clients own risk .CocoRio accepts no responsibility for the accuracy or reliability of any information, opinions, or statements made in any third party advertisements or on any third party sites.
6.6 Any outside users from other countries can access this website – CocoRio makes no representation, the client expressly waive any rights whether in statute or at common law, to bring any legal action against CocoRio as a result of CocoRio's publication of content within this website. The clients are responsible for ensuring compliance with all laws where they are located.
7.1 The transmission of sensitive payment information (such as a credit card number) through our designated purchase forms is protected by an industry standard SSL/TLS encrypted connection; and we regularly maintain a PCI DSS (Payment Card Industry Data Security Standards) certification. We also regularly monitor our systems for possible vulnerabilities and attacks, and regularly seek new ways and Third Party Services for further enhancing the security of our Services and protection of our Visitors’ and Users’ privacy.
7.2 All communication between both parties (Agency & Clients) shall remain confidential.
7.3 CocoRio requires the client to provide accurate details of their address, contact details and full name.
7.4 CocoRio will release account and other personal information only when the above release is appropriate for the function of the website, to comply with the law; enforcement of our terms and conditions; or protect the rights, property, or safety of CocoRio, our users or others. However you authorise your sitter to tell a family member or friend where she/he will be, the expected return time and address of the babysitting booking. This is a simple safety measure for the babysitter.
9.0 Warranties and Indemnities
9.1 The Client is not and will not hold themselves out as an agent of CocoRio on any basis.
9.2 No warranty is given for suitability, honesty and capability, character of any candidates.
9.3 We make no warranties or representations as to the quality, accuracy or completeness of the content on the site or the information otherwise provided by any member.
9.5 The Client will hold CocoRio harmless against any claims arising out of any claims brought against it arising from the Client’s dealings with and treatment of the sitter however arising.
9.6 While CocoRio uses reasonable endeavours to ensure that the site is available 24 hours a day, CocoRio does not make any representations or warranties that your access will be uninterrupted or error free. Access to the site may be suspended temporarily without notice in the case of system failure, web hosting errors, maintenance or repair or any reason beyond our control.
10.0 Public Liability Insurance
10.1 As our CocoRio sitters are not employed by CocoRio - who is only a placement agency - CocoRio’ public liability insurance does not cover individual sitters.
10.2 As a sitter or nanny, there’s no legal requirement for you to hold public liability insurance. However, if you cause accidental damage to a person or their property (e.g. to your employer, their child, or their property), then you are liable for any arising costs.
10.3 Sitters can ‘self insure’ – this means that if something goes wrong and it’s their fault (even if it’s an accident), they will have to foot the bill themselves. Alternatively, they could take out Public Liability insurance. This means that if something goes wrong, sitters’ insurance policy covers the majority of the cost. CocoRio handbook to sitters explains the process thoroughly, encouraging sitters to look into their preferred option.
11.1 CocoRio prefers to resolve any disputes via mediation. Firstly contact CocoRio
12.0 Copyright and Trademark
12.1 All content on CocoRio website – texts, graphics ,images, HMTL codes and other material (collectively the “Material”) are protected by British and international copyright laws and remain the exclusive property of CocoRio Limited Company.
13.0 Governing Law
13.1 The Terms and Conditions shall be governed in accordance with the laws of the United Kingdom and Users hereby submit to the non-exclusive jurisdiction of the Courts
13.2 If any provision of this Agreement is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if this Agreement had been agreed with the invalid illegal or unenforceable provision eliminated.
13.3 CocoRio website, IP, Copyright is owned and registered by CocoRio Limited, 52 Catherine Grove, SE10 8FS
CocoRio Agency reserves the right to Change our Terms & Conditions at any stage.