Once you have registered in the FLEXXI app, you can start creating your order straight away. You will be guided through the order step by step and can specify all the details such as the service, date, time and hourly rate. Before you finally place the order, you will receive an order overview in which you can check the details and adjust them if necessary. You also have the option of using the comment function to note any other important comments on the job.
The maximum booking duration per order is 18 hours. You can of course book several jobs for consecutive days, but for a maximum of 7 days in the next 21 days.
How nice that someone has left a particularly positive impression on you! Each provider has an individual QR code in their profile that you can use to send future orders directly to that one person.
Yes, you can cancel a booking on the FLEXXI App, but it is subject to our cancellation policy that may include fees for cancelation made within a certain time frame before the scheduled booking. Both you and the care professional can cancel the service within the first 15 minutes after order acceptance, without any fee. Please read our cancellation policy for more details.
If the provider does not show up for a scheduled order, please contact the FLEXXI Care Support Team immediately. We will help you to find a replacement, provide a refund or solve the problem in another way.
Yes, you can make a booking on short notice. FLEXXI Care is here to provide short term-care, so you can book a care professional even for today. However, availability may vary depending on the location and time.
Yes, but only if the persons in need of care are in the same household. You must leave this information as a comment in the order overview so that the provider knows that more than one person needs care. It is likely that a higher hourly rate will therefore be expected.
The order can also be extended if the scheduled time is not sufficient. However, the provider must first give verbal consent. As soon as the provider agreed, you can extend the job in the app from 20 minutes before the official end of the job. This step is important so that the provider also receives payment via the app for the extended time. However, the hourly rate does not change in case of an extension.
Payment is made directly in the app by credit card, PayPal, Apple Pay or Google Pay. For security reasons, a third-party provider (Stripe) is used for payment processing. FLEXXI Care does not store your full payment details and does not have access to them.
No! You only pay the amount you see in the order overview. Not a single euro more. The amount already includes the commission of 4% that the provider pays to FLEXXI Care for using the app. All providers are informed transparently about the commission and agree to it in advance.
FLEXXI Care takes the security of customer data and payment information extremely seriously and uses industry-standard encryption and security protocols to ensure that all information is protected and kept confidential. More information regarding our data privacy and security can be found in our Privacy Policy.
In principle, you can have the benefits reimbursed via certain care services, e.g. via respite care. However, as there is a wide range of care services and each of these is subject to its own regulations, we recommend that you speak to your insurance provider in advance to clarify whether you can be reimbursed. We cannot guarantee a refund, but it is always worth submitting the FLEXXI invoices and giving it a try.
FLEXXI Care has a thorough vetting process in place to ensure that providers have the necessary qualifications and experience to provide high quality care or support in the household. This includes, for example, checking the professional certificate of certified care professionals.
PREMIUM status is a badge that the provider receives if, in addition to the mandatory documents, they have uploaded proof of existing professional liability insurance and a police report. This lets you know that the provider is insured in addition to their qualifications and has submitted a clean police report to FLEXXI Care. When creating your order, you also have the option of filtering only for providers with PREMIUM status if this makes you feel more comfortable.
Care for people under the age of 25 or with mental disabilities is subject to special regulations. We have created the PREMIUM+ status for this purpose. In addition to the “regular” PREMIUM status and its advantages, the difference with PREMIUM+ status is that not only a simple, but an extended police report has been submitted and checked. This means you can be sure that these providers can also accept orders from people under the age of 25 or with mental disabilities.
Yes, after the completion of the booking, you will be able to rate and leave feedback on the service provided by the care professional. This helps us to maintain the quality of the service provided and also helps other customers find the right care professional.
Yes, if the provider accepts your order, you will receive access to their profile, which contains the ratings. You can cancel your order and upload it again if you want a different provider. Find out more about our cancellation policy here.
FLEXXI Care has established a complaint and dispute resolution process to resolve any issues that may arise with caregiver support. Customers can contact the FLEXXI Care Support Team via the app in the Help Center in the “Help” section and then select the type of complaint they wish to submit. Alternatively, customers can contact the FLEXXI Care Support Team via the “Contact” section in the app or on the website.
