Terms & Conditions

2. General Data Protection Regulation

2.1 Data collection and processing

KoopCare collects and processes personal data to facilitate the arrangement and coordination of childcare exchanges among users. This may include names, contact information, location details, profile information, and other information provided during registration and account use.

2.2 Data usage and retention

Personal data is used to support communication, scheduling, matching, tracking, support, trust features, and childcare exchange coordination inside the KoopCare application. KoopCare retains personal data only for as long as necessary for the purpose collected or as required by applicable law.

2.3 Data security

KoopCare implements technical and organisational measures designed to protect personal data against unauthorised access, alteration, disclosure, or destruction.

2.4 Data sharing

KoopCare does not sell or share personal data with third parties for marketing purposes. Personal data may be shared with trusted service providers where needed to operate the service, process payments, provide support, comply with legal obligations, or protect the rights, property, or safety of KoopCare, users, or the public.

Where a childcare booking is successfully arranged through KoopCare, relevant contact details may be shared through the application to support communication and emergencies connected to that booking.

2.5 User rights and choices

Users may have rights to access, correct, and delete their personal data. Users can exercise choices regarding their personal data through the app features, account settings, or by contacting KoopCare.

2.6 Cardholder data security

KoopCare is committed to safeguarding payment-related information. Complete cardholder data is not stored in KoopCare systems. Payment information is securely transmitted to payment processing partners and used only for payment processing.

KoopCare does not sell, rent, or share cardholder data with third parties except where necessary for payment processing through trusted payment partners.

3. Private message investigation policy

KoopCare aims to maintain a safe and trustworthy community. Where conflicts, complaints, policy concerns, quality of care concerns, or disputes arise, KoopCare may need to review relevant private messages exchanged within the application.

Purpose of investigations

Private message investigations may be conducted to resolve conflicts, assess complaints, support community guidelines, and maintain the integrity of the childcare exchange platform.

Investigation process

Investigations may begin when credible complaints or concerns are raised by users. KoopCare’s support team will aim to handle investigations fairly and may review relevant messages to understand the situation and reach an appropriate resolution.

Confidentiality

Access to private messages will be limited to authorised personnel involved in the investigation. Information obtained during an investigation will be handled confidentially and used only for the purpose of resolving the relevant issue, unless disclosure is required by law or needed to enforce policies.

User notification

Where appropriate, users involved may be notified of an investigation unless doing so would compromise the investigation or conflict with legal requirements.

4. Platform policies

4.1 Cancellation policy

KoopCare recognises that plans can change while also aiming to maintain reliable childcare exchanges.

• Bookings with 48 hours or more notice may include a 24-hour grace period after booking for cancellation.
• Bookings with 24 to 48 hours notice may include a 12-hour grace period after booking for cancellation.
• Bookings with less than 24 hours notice may include an 8-hour grace period after booking for cancellation.

Where cancellation occurs outside the relevant grace period, a points penalty may be applied.

4.2 Lateness, early drop-off, and no-show policy

KoopCare may apply point adjustments or penalties where lateness, early drop-off, or no-show incidents affect a childcare exchange.

• Lateness or early drop-off between 30 minutes and 1 hour may lead to adjusted service hours and a points penalty.
• Lateness or early drop-off of 60 minutes or more may lead to further adjustment and a higher points penalty.
• A no-show may result in a points penalty due to the impact on the exchange.

Parents are encouraged to communicate clearly through the app and to report unresolved issues to KoopCare support.

4.3 Points allocation policy

KoopCare uses a points system to help parents exchange childcare without every swap needing to be paid in cash. The general allocation is one point per hour of childcare, unless a bonus condition applies.

• Multi-child bonus may apply where more than one child is involved.
• Off-peak hours bonus may apply between 8pm and 7am.
• Weekend bonus may apply for weekend childcare exchanges.
• Special needs bonus may apply where additional care is involved.
• Childcare at the requester’s home may attract an additional bonus.

Bonus points are deducted from the childcare requester’s points balance and are not awarded by KoopCare. If a user does not renew a plan, accumulated points may be frozen until the plan is renewed or changed.

4.4 Adjusting service hours

Where actual service hours differ from the original booking, the childcare provider may request revised hours through the platform. The other parent can review and confirm the adjustment before points are updated.

4.5 Quality of care

KoopCare takes quality of care concerns seriously. Reported accounts may be investigated and, depending on the seriousness of the concern, KoopCare may issue warnings or restrict/block accounts.

4.6 Community guidelines

Users are expected to treat each other with respect, communicate clearly, protect privacy, honour commitments, avoid inappropriate content, and follow applicable laws and regulations.

4.7 Reviews

After completed childcare exchanges, users may be able to leave ratings and reviews. Reviews should be truthful, fair, and based on genuine experience. KoopCare may moderate or remove reviews that are inappropriate, fraudulent, discriminatory, defamatory, or in breach of these terms.

5. Garda Vetting

KoopCare supports trust and safety by helping users understand and make use of Garda Vetting as an additional trust signal where available.

Garda Vetting is not mandatory for all KoopCare users, but users may choose to consider it as an extra layer of reassurance. Users may also be able to submit existing Garda Vetting documentation through the app where applicable.

Users who complete the Garda Vetting verification process may receive a badge on their KoopCare profile. This badge is intended to help other parents make more informed decisions, but it does not remove the need for parents to use their own judgement, communicate clearly, and build trust step by step.

For questions about Garda Vetting, users can contact KoopCare at support@koopcare.com.

6. Subscriptions and renewals

KoopCare is intended for individuals residing in the Republic of Ireland and Northern Ireland. By creating an account, users confirm that they are located in the supported jurisdictions, are at least 18 years of age, and agree not to create multiple accounts.

By registering and accepting the terms and conditions, users become members and form a contract with KoopCare.

Paid plans may renew automatically unless cancelled in line with the applicable subscription rules. Users may be responsible for renewal fees unless they provide cancellation notice before the next renewal date or cancel through the available account/contact process.

Refunds and cancellation rights may be subject to KoopCare’s discretion and the terms applicable to the purchased plan. Refunds may not be available where a user has breached these conditions or has already accessed or used the purchased service.

KoopCare may withdraw, modify, or limit access to services where necessary, including for policy, operational, technical, or safety reasons.