FAQ

You can choose from a wide selection of trusted caregiving professionals. Our services include: 

• Nannies and babysitters for children of all ages 

• Infant care specialists and post-delivery support for new mothers 

• Elderly care professionals, including licensed nurses and senior companions 

• Homework coaches and educational tutors 

• Event or travel nannies, for weddings, outings, or vacations (starting from your home) 

All services are home-based, meaning the caregiver comes to your location unless otherwise coordinated (e.g., in events or travel). 

Yes. Every caregiver must complete a rigorous verification process before they appear in the app. This includes: 

• National ID check 

• Criminal background clearance 

• Health screening (HIV, Hepatitis B/C) 

• Certificate and training review (e.g., CPR, childcare, elderly care) 

• In-person verification interview at our authorized Cairo office 

Only those who pass all steps are shown in the app with a blue verified badge on their profile. You also see: 

• Star ratings from previous bookings 

• Punctuality scores 

• Customer reviews
  These signals help ensure a safe, trusted experience. 

To protect caregivers, all customers must verify their mobile number and payment method during registration. In addition: 

• Frequent last-minute cancellations or no-shows may lead to restrictions 

• Abuse or misconduct results in investigation and potential account suspension 

• In case of serious safety concerns, caregiver can trigger Emergency Stop and escalate the matter to our team or to local authorities 

Free Now ensures both sides are protected and held accountable. 

We track punctuality with GPS and time logs. 

• If a caregiver is more than 15 minutes late, you’ll see the option to cancel and receive a full refund (if prepaid). 

• If a caregiver does not show up, you are fully refunded and the caregiver is penalized.
  Frequent lateness or no-shows affect the caregiver’s ranking and booking access. 

You have three secure payment options: 

• Cash: Pay the caregiver directly after service. 

• Card: Pre-authorized and charged only after you confirm service completion. 

• Prepayment: Funds are charged upfront and held securely in escrow. Released only after service is marked complete. 

Tip: Prepayment offers additional protection in case of no-shows. 

Yes—through the “My Bookings” section in the app. 

• Cancel 24+ hours before → Full refund 

• Cancel less than 24 hours before → Partial refund (as per our cancellation policy) 

• For long-term bookings (e.g., weekly or monthly), different rules apply—see in-app policy summary before confirming. 

If you’re 15 minutes late or more, the caregiver may cancel. In such cases: 

• You may receive only a partial refund 

• The caregiver may receive partial compensation for their time
  We recommend being on time to avoid disruptions. 

Yes. Once the caregiver marks the service as complete, you’ll be prompted to leave a tip: 

• Choose from 5%, 10%, 15%, or custom amount
  Tipping is optional, but always appreciated by professionals. 

You can report a concern or issue through the app at any time. 

• Use the in-app dispute form to explain the situation 

• Our support team will respond within 24 to 72 hours 

• We rely on time logs, chat history, and GPS data for fairness
  If no resolution is reached via platform support, both parties may escalate to local authorities in accordance with the law. 

We currently operate in: 

• Greater Cairo (Cairo, Giza) 

• Alexandria
  We are gradually expanding to other cities. You’ll be notified via the app when we launch in your area. 

You can book anytime—either in advance or for urgent needs.
Use filters like: 

• “Available Now” to find immediate caregivers (Premium Feature) 

• Specific time/date for planned bookings
  Recommendation: For peak days (weekends, holidays), book 1–2 days ahead to secure availability. 

Yes! You can either: 

• Tap “Book Again” from your past bookings 

• Or mark them as a Favorite to easily find them later. 

• If the caregiver completes all agreed tasks early → Full payment applies 

• If they leave without completing the job or without mutual agreement → You may file a complaint, and we will investigate and issue a partial refund if justified. 

Yes. You can choose weekly or monthly bookings. 
Funds are held securely and released to the caregiver in stages (e.g., weekly) after service is confirmed. 

Yes. Many caregivers offer availability beyond standard hours. 
Use filters to find caregivers who work evenings, weekends, or overnight. 

Yes. During checkout, specify the recipient’s name and address.
Caregivers will arrive at the selected home. 

Free Now uses a secure escrow system. 

• Your payment is only released after service completion 

• In case of problems, refunds are processed after review 

You are charged for completed weeks. 
Remaining balance is refunded minus a mid-service cancellation fee. 

Yes. You can communicate via the in-app chat before confirming a booking. 
Phone numbers remain private until the booking is accepted. 

• All users are verified 

• Arrival tracking and service time logs ensure accountability 

• Both customers and caregivers can trigger an Emergency Stop if they feel unsafe 

• In critical cases, users should contact local law enforcement directly
  Our team investigates all safety reports and enforces a zero-tolerance policy. 

You can offer verified, home-based caregiving support including: 

• Nannying and babysitting 

• Elderly care and basic nursing 

• Postnatal care for mothers and infants 

• Educational support or tutoring 

• Travel and event nannying (starting from customer’s home)
  Note: Services must always begin at the customer’s residence. 

To ensure safety and trust, all caregivers must: 

• Submit national ID + selfie holding ID 

• Upload recent health certificate (HIV/AIDS, Hepatitis B/C negative) 

• Upload criminal background check 

• Upload certificates (CPR, elderly care, etc.) 

• Attend an in-person verification at our Cairo partner office
  We are working to open additional verification locations outside Cairo. 

We verify all customers via: 

• Mobile number validation 

• Secure payment method verification 

• Booking history analysis
  Customers with repeated cancellations or abusive behavior may be restricted or permanently banned.
  Caregivers can report any unsafe behavior or communication. 

• Customer confirms service is complete 

• Funds are released into your Free Now Wallet 

• You can withdraw via bank transfer or use the balance for in-app services
  You’ll receive notifications for each payment stage. 

• Wait 15 minutes at the scheduled location 

• If the customer still hasn’t arrived, you can cancel the booking
  You’ll receive partial compensation for the inconvenience. 

Notify the customer via in-app chat or call. 

• If you arrive 15+ minutes late, the customer may cancel the booking
  Repeated lateness lowers your discipline score and affects visibility in search results. 

Yes, but avoid frequent last-minute cancellations.
The system monitors cancellation patterns and may: 

• Lower your visibility 

• Temporarily suspend bookings 

• Impose penalties after repeated issues 

Yes—but only after completing your verification in Cairo. 
Once verified, you may travel and accept bookings in other supported cities. 

Yes. However, your first month is free.
After the trial: 

• A small monthly subscription applies (e.g., 100 EGP/month) 

• A commission is deducted per booking
  These fees help support secure payments, customer support, and app enhancements. 

• Tap the Emergency Stop button in the app to immediately end the service 

• Support will investigate the incident 

• If the service was partially completed, partial compensation may apply 

• If the threat is severe, call local authorities immediately 

Use your in-app Availability Calendar to: 

• Set daily hours 

• Mark specific dates as unavailable 

• Use Vacation Mode when needed 

Maintain a strong profile by: 

• Responding to bookings quickly 

• Keeping a 100% arrival rate 

• Earning high customer reviews 

• Updating availability regularly 

Yes! For example, you can offer nannying and tutoring. 
Set different rates and schedules per service. 

Yes. You can modify service rates through your profile. 
Changes will affect future bookings only. 

Our progressive penalty system ensures fairness: 

• 1st Cancellation → Warning 

• 2nd → Lower visibility 

• 3rd → 7-day suspension 

• 4th → 1-month suspension 

• 5th → Permanent account deactivation 

Decline and report it immediately. 
All payments must go through Free Now. 
Violations may result in account suspension. 

Yes. You can activate Vacation Mode to stop receiving bookings during specific dates. 

Yes. Use: 

• My Bookings to view your service history 

• Wallet tab to view earnings and transactions 

Frequent last-minute cancellations by customers are tracked. 
They may face restrictions, and you’ll still receive partial compensation. 

You have 3 days to pay. 

• Day 4: No new bookings allowed 

• Day 7: Additional penalty added 

• Day 10: Account suspended until payment is resolved 

Yes. Use your calendar to mark those days as unavailable. 

Cancel it immediately. 

• If done less than 24 hours before, a penalty may apply
  Repeated instances may result in temporary suspension.