FAQ
What is AyiConnection?
AyiConnection is a marketplace that connects families with qualified and affordable helpers through an online platform via self-serve or our concierge service. AyiConnection offers family services in child care, senior care, domestic care and learning. Families can quickly connect and book helpers through their offered activities. Our mission is to make care and jobs accessible to anyone anywhere.
Why do you call it AyiConnection?
Ayi, 阿姨, is a respectful way that Chinese families call their caregivers. Our marketplace started with a need to source mandarin speaking caregivers, it then evolved into other areas. Our mission has never changed, which is to make jobs accessible to anyone, including those from under-served communities.
How does AyiConnection work?
AyiConnection offers two ways to connect with helpers: self service and concierge service. With self service, you can post a job and book a helper's activity based on requirements. With concierge service, we will help you cut through the noise by doing the hard work and recommending a few pre-screened helpers that fit your schedule and requirements. All you need to do is be available for scheduled interviews and book the helper of your choice.
What type of activities can a helper offer?
A helper can offer various activities including childcare, senior care, house care, learning and other family assistance. They can provide virtual or in person activities, such as live-in nanny or sitting service, at home daycare, companion care, errands, teaching/tutoring, or pick-up/drop-off. Helpers have the option to create any activities based on their skill sets and availability.
Can we interview helpers before booking them?
We highly encourage you to contact our helpers through our chat before booking. You can also view our interview notes (if available) and try them out through our booking system.
How are helpers' rates determined?
Helpers set their own rates based on their skills and experience. AyiConnection does not set the rates. However, helpers have the option to allow families to offer and negotiate rates based on their budget.
Can we pay helpers directly?
Providers will be paid through our payment system for the activities you book. Please note that AyiConnection can only offer dispute resolution services to those who have made use of our system. Please do not give your helper any cash or payment outside of platform for the booking. We will not be able to resolve it for you if there is a dispute. If payment is taken outside of the system, we reserve the right to remove any users.
Are we responsible for paying taxes?
Once you hire a household helper, the helper will become your employee. The family is responsible for helper's compensation. Because we are not an agency and do not employ helpers, we do not provide a W-2 or 1099 for helpers. Each user is responsible for any tax, withholding, or reporting. As we are unable to provide legal or tax advice on payment, please consult a tax accountant or attorney for more information about helper compensation.
What is the activity booking cancellation policy if I am not happy with the result?
We are sorry to hear that. Cancellation is according to the helper's policy. We would recommend you work with your helper on cancellation. Any questions you can send an email to ask@ayiconnection.com.
What type of platform fees does AyiConnection charge?
To ensure serious and secure transactions and our members’ safety, we charge a low priced membership to contact our helpers. We also charge a reasonable service fee via booking in order to cover our operations fees for payment protection, insurance and support. The fee is listed completely separately from the helper's price. Depending on your membership, the % varies. Please note you do not need to be a paid member to book our helpers but the service fees will be higher. Please view pricing in your profile to learn more.
What is your refund policy on AyiConnection fees?
As per our Terms of Service all subscriptions automatically renew and both subscription and our booking fees are considered non-refundable unless agreed upon with your helpers. However, subscriptions can be cancelled at any time directly through your account Settings. Activity booking fees are backed by our "Delight Program". If you can't resolve an issue with your helper directly, let us know by emailing to ask@ayiconnection.com with documented evidence within 48 hours. We will make it right.
Do you screen all helpers on your platform?
We use a few methods to provide a fair and reliable platform. A few key measurements we put in place, including authenticating email and phone, displaying background check results upon completion. We also provide concierge screening services for our customers - this may include screening of background checks, ID verification, reference checks, which are documented in our interview notes. Ultimately, it’s your responsibility to screen prospective candidates to validate their experience and skills meet your family’s needs. We also recommend you to perform additional checks before the final hire. You can purchase a background check through us. For more information, please view our article here ( https://www.ayiconnection.com/blog/helpers-background-checks). Lastly, we offer additional services on insurance policies for our helpers and families upon purchase.
What level of background checks do you perform on your providers?
The helpers with background checks completed will display the badge of “background checked”. When the background check is performed, it means the helper will go through an identification verification, addresses on file, a check on criminal record and sex offender search. It also searches numerous terrorist, criminal and regulatory watch lists for the potential provider's name. The check also searches on a multi-jurisdictional database of criminal records that certain localities across the country choose to provide. Please note that these checkers may be pertaining to federal, state and local law, and that the availability of criminal record information varies. Background checks may not be 100% accurate and my not reveal the entirety of a potential provider's criminal or sex offender history. For more information, please view our article here ( https://www.ayiconnection.com/blog/helpers-background-checks) If you are concerned about theft, we also offer additional service on insurance policy to help you protect that. Contact us to find out more.
For families - When do I get charged?
We charge your selected form of payment as soon as an activity is booked. Please note we will not release the payment until the activity is delivered. If any issue arises, please contact us at ask@ayiconnection.com.
For families - Why was I billed twice?
If you have been billed twice by accident, please reach out to our Support team at ask@ayiconnection.com as soon as possible. They will be able to issue a refund for the duplicate payment. Please do not dispute the duplication as it will take longer to process through review.
For families - How are payments handled?
Payments are made directly through AyiConnection. We accept all major credit cards (Mastercard, Visa, American Express, Discover).
For families - I did not receive my activity; what can I do?
We are sorry to hear that. In this case, you can either request to cancel the order, or reach out to the helper to resolve this. Alternative you can reach out to our support team to obtain a refund.
For families - How can I leave feedback?
You can leave feedback directly on the helper's profile page once an activity is completed. Once a review is provided, it cannot be changed.
How do I report a family or a helper?
If you are experiencing an issue with a member on AyiConnection, please email us at ask@ayiconnection.com.
For helpers - How do I get paid?
All booking payments are through AyiConnection. Once the activity is completed and family feedback is received, we will release the payment via your choice of payment as soon as possible. It can take a few hours to a couple days. Please also note we take a small % service fee to maintain our operations.
For helpers - What are warnings?
In order to keep our members as safe as possibly, we need to ensure quality standards and expectations are followed. If you are not respectful to and violate our terms of service, we will give you a warning. If you have more than 2 warnings, we reserve the right to take action on your account.
For helpers - What happens if there are not enough people signed up for my activity?
AyiConnection is set out to enable our helpers to be their own bosses. You set your own price and availability. You have the choice to accept families' price negotiation. However we ask our helpers to maintain a level of professionalism and respect to our families' time. Being responsive and communicative are expected from our helpers. If you are teaching a class or hold a group activity, and do not receive enough participants, it is your decision whether or not to proceed. That being said, you are responsible for communicating the decision with our families at the earliest convenience to allow families to plan for other activities and limit negative feedback.
How do I make sure my information is safe?
We monitor our platform regularly to ensure no online scams are conducted. We would never share your information unless it is instructed by you. You can also look for the green bar in front of the web address at the top of your browser to confirm that you’re on our official, secure site. The https:// and padlock icon in the address bar also confirms your information is secured. We never publicly display, sell, or rent your or your reference's personal information such as full name, phone number, and email address.
How do we know if the helper or family is real?
In addition to email/social network sign up, we require everyone who signs up on our platform to verify their phone number to show that the person is real and has an active phone number to communicate with others. We also perform a regular review of the accounts to ensure the quality and safety of our users.
How can I delete my account?
To request your account to be closed, please send an email to ask@ayiconnection.com and we will immediately help process your request.
Do you engage with helpers that speak other languages?
We will if there is enough demand in the area. Please email us at ask@ayiconnection.com with your interest.
How do we get more cities added?
If you don't see your cities listed on the site, please let us know via ask@ayiconnection.com. We started with a few concentrated cities for easy to search purposes and are open to add more if needed.
I am not from the US. Can I apply for the job?
Yes, you can as long as you have the right type of work permit for the job. If you're located in a country that we aren't currently available, please let us know by emailing us at ask@ayiconnection.com.
Do you offer a partnership or promotion of businesses?
Yes, absolutely. Please email us at ask@ayiconnection.com to discuss more.
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