ComplaintsforAuPairCare, Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the wrong items. They did not match or fit together as advertised. An email said I would be refunded and to discard the mismatched items. I ordered and paid for replacement items. My original credit card purchase was not credited.

  

  Business response

  07/08/2024

  Hi, I believe this is for the wrong company.  The attached image is for Pair Eyewear.  We are a service provider and do not sell products.  We are a cultural exchange company supporting international au pairs and their American host families. Thanks!

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/13/24 $9500+************* provides an intermediary service whereas they vet potential au pairs and help facilitate their **** applications, travel, and overall transition ************* has refused to support our selected au pair in resubmitting her **** application after an initial denial. In fact they have completely severed ties with her. Now my family is back to square one in our search for an au pair in a difficult time when my wife is only 3 weeks away from giving birth. In order to do this, we need either A) a refund of our money ASAP in order to apply with a different company or B) ************* readmits our selected au pair to their program and facilitates her **** appeal ASAP They have not given us any legitimate answers regarding their actions, nor have they attempted to offer any solutions.host family number: USX332290

  

  Business response

  06/14/2024

  Hello!  We believe this complaint is regarding a competitor, ************** We are AuPairCare, and we do not have a customer with this name or email address on file.  Rob - if we are mistaken and your complaint is against AuPairCare, please provide your Intrax ID, or the email address associated with your account, and we'll be happy to support.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family signed up for services with this ************** on August 12. During the signup process, they offer the ability to "opt in" to a program called FlexMatch, where you pay an additional ~$400 to maintain the ability to receive a full refund for services unused if the Au Pair match is cancelled within 90 days. On April 12, I had several telephone conversations with Au Pair Care's matching specialist indicating I wanted this service. My husband and I filled out the online forms together, and both of us specifically saw us click "YES" to the FlexMatch program. We then received an invoice with only a single line item for payment, which we saw was ~400 more than the payment we were quoted for program fees only. So we naturally concluded that these services included FlexMatch. There were no other documents sent to us or uploaded to our Family Portal on the company's website that indicated that we did NOT opt into FlexMatch. I have contacted multiple other families who have signed up with this agency, who confirm that the agency does not as standard practice provide any emails or documentation confirming FlexMatch participation, whether or not a Family opts in. Given this, a family must assume that what they signed up for is what the Agency provides.On May 28 (less than the 90 day cutoff), we were forced to cancel this program because the program did not provide the basic services we required for our children. At that time, the agency informed me that they did not have a record of us opting for FlexMatch. This is despite the fact that both my husband and I saw with our own eyes that we signed up. They then provided a new invoice, which we had never seen before and in a new format, that was dated AFTER we had triggered cancellation. They say on this post-facto invoice that we did not sign up for FlexMatch. They are holding $6735.95 (pro-rated amount we did not use) as a "credit for future services." We want a straight refund as we were promised by agency initially.

  

  Business response

  06/11/2024

  We believe that we have addressed this host family's complaint by issuing a refund in the amount of $6,735.95, which is the amount that they would have received had they elected FlexMatch. Please see attached.

  Customer response

  06/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable.
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been an au pair host family for almost 4 years. My most recent au pair quit after only 29 days with us which is less than the "adjustment period" for au pairs of 60 days once they enter the **. I was advised by the AuPairCare matching expert, ********, that I did not need to spend $389 for the flexmatch "insurance" to get a full refund if a match were to go sideways given that I was "an experienced" host family. During the checkout process, i declined this option. I was unaware that any au pair could cancel a match with these negative financial consequences to my family during the first 60 days of the match. Ultimately, the reason for the broken match was because our au pair didn't want to watch three kids - which was discussed during the interview process and very visible from our host family profile. I have contacted aupaircare's billing office twice to resolve the issue and they are refusing to give me the full refund of $8,270.55 and only offering me a refund of $5,822.47 because i didn't spend the $389 in flexmatch. Again, I was advised by the agency to NOT buy the flexmatch insurance verbally in a phone call - thus i did not buy and now am at a financial loss of $2,448.08. Given the abrupt nature of our au pair leaving, my family has had to fill our childcare void with local and expensive childcare options because we no longer trust the agency nor the au pairs they are recommending to families. Given the financial burden, we need the additional $2,448.08 that aupaircare is retaining to fund our current childcare needs.

  

  Business response

  06/04/2024

  We are so sorry that your au pair opted not to continue with your family for the recommended 60-day adjustment period. 
  

  FlexMatch is an option that all host families are given the option to purchase at checkout, along with information detailing the benefits, terms and conditions. We also provide this information in the Host Family Agreement, which is signed prior to every match.  We are transparent that au pairs and host families both have the right to terminate a placement at any time while we can support with mediation if both parties are open to it, we cannot force an au pair or host family to remain in an employer/employee relationship that they do not wish to continue. 
  

  I have attached a copy of the most recent signed Host Family Agreement which outlines our refund policy (section 44), and indicates understanding that we cannot guarantee childcare at any time (section 12). 

  While we are unable to offer an increased refund amount, we understand that you have had success in the program and we hope you will take advantage of the goodwill gesture that our billing team has provided. Your refund has already been issued, and we have added a credit of $2,448.08 to your account for future use toward a new match with another au pair, expiring August 24, 2025.  

  Customer response

  06/04/2024

   
  Complaint: 21780868
  
  I am rejecting this response because I was told by au pair care marching expert, ****** ** to NOT buy flex match.  Even though it was offered to me, she told me that I did not need to buy it. I would like a refund of the $2,400.
  
  Sincerely,
  
  *********************

  

  Business response

  06/06/2024

  We have reviewed our records of all contacts between this customer and ****** **.  While there are detailed notes regarding their conversations, we do not have any record in written notes or recorded conversations that would corroborate the assertion that she told the customer not to purchase FlexMatch.  Account Managers are trained to encourage customers to understand the benefits of the option but the purchase decision is not made over the phone.  FlexMatch is explained in detail in writing at the online point of sale,including the estimated financial value of up to $3,000, and customers can opt in or out based on their personal risk tolerance. We also link out to our detailed refund and credit policies so customers can understand the full details prior to making a decision. Please see attached screenshot from our checkout flow. 

  Customer response

  06/06/2024

   
  Complaint: 21780868
  
  I am rejecting this response because I have been a faithful and wonderful host family, and I would have of course bought flex match IF I was told I should or I I had been told that au pairs can choose to the leave the program at the drop of a hat, without staying the 60 day adjustment period. Given that our au pair notified us on day 29 (and on Mothers Day and also 2 weeks before school let out for the summer) that she was leaving, this put my family in a bind and we have had to scramble to find expensive childcare options to fulfill the needs of our family.  Not to mention all of the work my family did to get her a TN drivers license and social security card, only to have her leave and return home after these few weeks in the **.  we are very much in a financial bind because we can not have the ***** owed to us returned. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/06/2024

  We very much appreciate faithful and positive participation in the cultural exchange program, and we understand that there is significant time and effort in setting an au pair up with a drivers license and social security number at the beginning of a placement. We are sorry that this au pair chose Mothers Day as the day to provide notification of her departure, however we are unable to adjust our refund policies based on her choice. In Section 12 of the Host Family Agreement, Host Families agree to the understanding that AuPairCare cannot guarantee uninterrupted childcare as well as agree that AuPairCare is not responsible for unexpected childcare expenses.  Au pairs, like host families, choose to participate in the program of their own free will, and we cannot force any au pair to continue to work if she is unwilling. We appreciate your understanding.

  Customer response

  06/07/2024

   
  Complaint: 21780868
  
  I am rejecting this response because it is unjust and honestly, a rip off.  The au pair system favors that au pair and allows the au pair to switch in and out families and families are not given the right amount of protection.  Additionally, since I was told by ****** ** NOT to buy flexmatch, so I didn't.  And I know why that wouldn't show up in your written or verbal notes - because ****** **, would obviously never admit to that.  I would expect that given my good reputation as a host family that you would you want to turn me into a recurring customer by making exceptions (as most all businesses do) but this is clearly not the case which is really disappointing and not the way to run a successful business.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a formal complaint with Au Pair Care on 5/30/2024.I matched with au pair *************************** on 5/24/2024, she arrived in my home on 5/25/2024.In her profile, the following are false information on the au pair's profile:- Previous host family from 4/11/2024 - 5/24/2024 has 2 children: a 3-year old and a baby. This is false information. The host family only has one child: a 3-year old girl. - Babysitting experience from 7/10/2023 - 12/4/2023 took care of a baby - During my interview with the au pair, I specifically asked her if she has experience taking care of a 9-month old baby. She said yes. I showed her my son and my home during the video interview.- However, when she started her work on 5/27, it shows she has 0 experience at all and she doesn't like children. I told her to stop work on 5/28 as she cause safety risk to my son.Due to the following reasons, I am requesting Au Pair Care to refund $9,321.95 back to the original payment method + $507.98 flight I paid for the au pair to fly out from ******** to **********. - Au Pair Care put false information on the au pair's profile and did not carefully vetted the au pair's experience. - If the information on her profile was correct, the au pair should not have come up as a search result and I should not have matched with her.- The au pair lied about her past experiences. - Au Pair Care put an au pair who has no experience taking care of baby in my home. Put my 9-month old son in safety risk.

  

  Business response

  06/04/2024

  Thank you for sharing your concerns regarding your au pairs work experience.  While AuPairCare has consistent practices for verifying work history and infant experience, we take these concerns seriously.  This week, we took the time to go back to this au pairs original references and reconfirmed that she does indeed have the infant experience required by the ********** of ***** Regulations, which we hope provides you with some reassurance. Because the au pair program is a cultural exchange program with international participants, host families may find that childcare expectations in the ** may be different from what au pairs practiced overseas. We encourage host families to allow for a 60-day transition period while the au pair is becoming familiar with how their American host family does things.

  We understand that cultural exchange is not the right fit for every host family, and so AuPairCare has approved a refund exception refund above and beyond our standard contractual $550/month refund amount.  As host families may be responsible for housing costs of $75 per day up to two weeks maximum after a match ends, we will promptly provide a dollar-for-dollar refund of unused paid program fees ($8,832.20), minus per diem housing fees, as soon as the final number of housing days is determined.  This refund will be processed no later than 6/14, as the match ended on May 30.

  I have attached this au pairs documented work experience as well as our documented reference checks, which were verified a second time this week.  I have also included a copy of the Host Family Agreement, and encourage you to review the following relevant sections:
  Section 13 outlines that AuPairCare cannot guarantee that the selected au pair will be compatible in Hosts home, meet Hosts expectations or meet Hosts performance expectations.
  Section 23 outlines that AuPairCare is not responsible for any personal bills incurred by the au pair or Host, including. travel expenses.
  Section ****************************************************************************************************** the **, Host must provide room and board for the au pair during the post-match transition period for up to 14 days, or alternately pay $75 per day housing stipend to AuPairCare during this period.
  Section 44 outlines our standard Refund Policy, which allows for $550/unused month refund ($18.08 daily rate x 316 unused days = $5,713.97), minus any housing charges.  

  Customer response

  06/05/2024

   
  Complaint: 21780697
  
  I am rejecting this response because: 

  1. Au Pair Care ignored the fact that this au pair had 2 rematches within 2 months since she arrived in **. The area director told me she did not connect with the first host child and had a car accident within one month. She rematched again within one week after she arrived at my home. These should have flagged Au Pair Care to re-evaluate this au pair. 

  2. Au Pair Care ignored the fact that the children list in first host family profile was incorrect. I never receive a response on this problem after I sent a formal complaint to Au Pair Care about this mistake. I also mentioned this mistake in the complaint I submitted to BBB. I should not have matched with this au pair to begin with if her profile was accurate.

  3. During the 14-day transition period(after match ended), I was committed to provide housing and 3-meals a day to the au pair. The environment is safe for the au pair to find her next host family. However, the au pair felt uncomfortable and decided to live elsewhere. I should not bear this cost as my family abided by the regulation during this period. 

  4. Due to Au Pair Care's unethical business practice and negligence, I am requesting Au Pair Care to refund the following: Program Fee $8,832.20 + Placement Fee $350 + Au Pair's Flight Cost $507.98 = $9,690.18.

   

  
  Sincerely,
  
  *******************

  

  Business response

  06/11/2024

  AuPairCare systematically re-evaluates all host families and au pairs when a match ends early. This au pair was re-evaluated after both matches ended early.  Many au pairs who are not a good fit for a specific host family find a much better fit the next time around, but we can never guarantee a successful match as personalities, cultural differences, and family and au pair expectations can all play a role.

  While we only allow au pairs to remain in the pool of candidates if we feel they have a strong chance for success, we also encourage host families, as the future employer of their au pair, to interview au pairs thoroughly, as they are the only ones who can determine whether a particular au pair will be a good match for their familys needs.   

  AuPairCare lists pregnancies in au pair profiles with an age of -1 as indicated on this au pairs profile.  While the former host family did not have a baby, they were expecting.
  

  Host families agree, in the signed Host Family Agreement, to provide $75 per day in the event that the au pair does not live with them.   
  

  We are unable to increase the previously stated refund exception, but sincerely wish the Mo family the best with all their future childcare needs.  

  Customer response

  06/13/2024

   
  Complaint: 21780697
  
  I am rejecting this response because Au Pair Care represents the au pair to be matched with families, the agency should bear some responsibilities. The host family conducts the interviews with the au pair prior to the match, but the au pair lied about her past and current experiences. The agency turns around and blames the host family; suspended my account since 5/30; held on to close to $10K of the fund which I paid in advance; the agency has not refund a single *****. Does this seem ethical and professional business practice?

  
  Sincerely,
  
  *******************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Au Pair Care agency has not supported our family, despite our proof of negligence by our au pair from ******, ******************************. We have documented instances of ***** sleeping while responsible for our daughter, allowing her to wander around the property unsupervised and risking snake bites. Under *****'s care, our daughter was frequently injured, including an incident where a heavy queen-size mattress fell on her while ***** was distracted by her phone. We reported ****** constant phone usage, her delinquency, and incidents such as driving under the influence and our daughter's neck injuries, which showed visible marks and bruises. Despite these reports, the agency has irresponsibly placed ***** with another family, taking no accountability. We still have months remaining in this program but do not feel confident or comfortable continuing due to the agencys failure to address these serious safety concerns. We are losing money, time, and sleep because our three-year-old daughter has nightmares about ***** returning, yet this is not enough for the agency to disqualify her. We expect Au Pair Care to have the decency and integrity to refund our remaining program fees, given their lack of responsibility in these matters. We are also reporting this issue to the **** since Au Pair Care did not investigate or take our child safety concerns seriously.

  

  Business response

  06/04/2024

  AuPairCare has appreciated that you have chosen to work with our agency and host over these past months, and the health, safety and welfare of our participants is top priority. Moving forward, AuPairCare believes that our program cannot meet your familys needs. We believe it will be best to part ways amicably with your family.As we will not continue with your program participation, AuPairCare has issued a dollar for dollar refund of program fees for unused time ($2,960), above and beyond our standard refund amount outlined in your Host Family Agreement. Your account is now closed. We thank you for your participation in our program and wish your family the best.

  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The aupiar that we had staying in our has decided to leave in middle of her commitment, We had prepaid for her services to the company for the whole year, and now the company is refusing to refund us for the remaining months that we are not getting service for. They state that since its been 6 months of service clients cannot get a refund. But, we did not choose to discontinue the service. The aupair that the company hires chose to leave. How is that our fault ? We should be refunded or credited for future services.

  

  Business response

  02/15/2024

  The customer is correct that the au pair staying in their home has decided that she did not want to continue working for this particular host family.  Section 12 of the contractual agreement signed by the Hasni family, confirms their understanding that AuPairCare does not guarantee childcare coverage at any time, including unwillingness by an au pair to fulfill her/his training/duties.

  We cannot force an au pair to work against her will, but we are happy to support host families with finding a replacement au pair using program credit.  Per the terms of the Host Family Agreement,the host family is eligible for $2,587.54 in credit that *** be applied to a new au pair (see Section 43).    
  

  When a host family opts not to continue with AuPairCare to hire a replacement au pair, the Refund Policy in our Host Family Agreement applies (see Section 44).  Our Refund and Credit policies are neutral with respect to whether the au pair or host family decided the placement is not the right fit. 
  

  In this case, the customers match had been active for more than six months, at which point no refund is available,per the terms of the Host Family Agreement. I have attached a full copy of the agreement which transparently outlines these terms.  

  Customer response

  02/16/2024

   
  Complaint: 21299670
  
  I am rejecting this response because:
  we are not trying to force the aupair to live and work with us. What  we are trying to say is that the funds that we paid upfront  for the months that are not being used due to the decision make by your employee about not working  should be refunded or credited to us  

  You mentioned the credit  how does the credit work ? How much time do we have to utilize the credit ? We are being told by local reps that the funds are not refundable and we will not be able to use the credit  

  Sincerely,
  
  Moez Hasni

  

  Business response

  02/16/2024

  Per the Host Family Agreement, any account credit is available up to 12 months beyond the placement end date.  This credit must be applied toward a match with a new au pair. Per the Host Family Agreement, the au pair is not the employee of AuPairCare.The au pair is the employee of the host family. AuPairCare recruits a pool of au pairs that meet or exceed ********** of ***** requirements for participation, and provides on-program support for au pairs and host families.  We hope this helps clarify! 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Key points: ******* was an in-country au pair when we matched with her, and was sent to another family after we unmatched with her. THIS IS DESPITE BOTH ***S AGREEING SHE WAS NOT FIT FOR CHILDCARE AND I HAVE TEXT PROOF. My 18 month old son suffered an injury due to her not watching him, and he is in behavioral therapy due to exaggerated reaction whenever something falls now. She would leave kitchen knives within arms reach of him and leave. I HAVE VIDEO SURVEILLANCE. THIS COMPANY KNOWS WHEN AN AU PAIR IS NOT FIT FOR CHILDCARE YET IGNORES ALL INDICATIONS AND ALLOWS THEM TO REMATCH. I WILL NOT REST UNTIL WE GET OUR UNUSED PROGRAM FEES REFUNDED PLUS $350. We welcomed an au pair into our home only to find out the next day that she was communicating with the *** that she wanted to rematch. Its ridiculous that someone would be allowed to rematch after 1 day of being placed. This company sends the girls to as many families as possible to get the non refundable $350 placement fee without making sure they are suitable or fit to work. She begged for another chance after the company supposedly threatened that she wouldnt be allowed to rematch. During this time, she was not a good caretaker. My toddler son suffered an injury due to her negligence. She was sitting on the couch doing absolutely nothing and turning away from the playroom when this happened. The company is charging us for all the days she spent there even though there was a period of 7 days in the midst where she was not working for us as we officially unmatched. She begged for another chance and we listened. After multiple threats to leave, we finally decided to unmatch with her. They absolutely do not ascertain that these au pairs are fit for responsibility let alone childcare. (she would leave my kids in dirty diapers because she thought she could determine whether they were soiled or not by patting the back of their diapers. No one with hours of childcare experience would do that.)

  

  Business response

  08/10/2023

  We are so sorry that you were unhappy with the childcare provided by the au pair.  I have attached your Host Family Agreement,which outlines that while we complete screening above and beyond the US ********** of ***** regulations (including reference checking for the required childcare experience), we cannot guarantee that an au pair will meet your familys particular needs.

  I have attached documentation showing that suitability concerns were noted regarding both the host family and the au pair in this situation.  Participating in a cultural exchange program requires patience with cultural differences, culture shock, and language barriers, and our Host Family Agreement highlights that there will be an adjustment period at the beginning of any match.  Unfortunately, some families and participants are unable to overcome these challenges. Our intent is to treat all parties fairly, as we find that in most cases it is a matter of personality fit. While our local Area Directors (sometimes referred to as LCCs) can provide input regarding whether to allow an au pair or host family to remain in the program, the ultimate decision is made by the Regional Manager, who conducts a thorough formal review to determine next best steps. 

  Ultimately, this au pair has gone on to have a very successful match I have provided documentation showing that her current host family has rated the match as Excellent and is having a positive experience with her.  We sincerely wish for you to have a similar experience with an au pair who is an Excellent fit for you!  While your account does not qualify for a refund, you have a $2643.43 account credit that we hope you opt to use toward a future match.  

  Customer response

  08/10/2023

   
  Complaint: 20449470
  
  I am rejecting this response because:

  this does not reduce the fact that she caused severe damage to our family. I will *** her in the ***************** and see how willing her family is to keep her when she is in and out of court

  
  Sincerely,
  
  ***************************

  

  Business response

  08/15/2023

  We are sorry that you feel that the au pair caused damage to your family, to the point that you are considering taking legal action against her.  I have attached an excerpt from the Host Family Agreement signed by your family, indicating your understanding that AuPairCare shall not be liable for and does not guarantee that the selected au pair will be compatible in Host's home, meet Host's expectations or meet Host's performance expectations, and that AuPairCare does not exercise dominion or control over the actions of the au pair. We wish you and your family the best. 

   

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We welcomed an au pair into our home only to find out the next day that she was communicating with the *** that she wanted to rematch. Its ridiculous that someone would be allowed to rematch after 1 day of being placed. This company sends the girls to as many families as possible to get the non refundable $350 placement fee without making sure they are suitable or fit to work. She begged for another chance after the company supposedly threatened that she wouldnt be allowed to rematch. During this time, she was not a good caretaker. My toddler son suffered an injury due to her negligence. Due to this injury, he has an irrational reaction when anything falls. She was sitting on the couch doing absolutely nothing and turning away from the playroom when this happened. We have this on video surveillance.The company is charging us for all the days she spent there even though there was a period of 7 days in the midst where she was not working for us as we officially unmatched with her. She kept begging for another chance and we unfortunately listened. After multiple threats to leave, we finally decided to unmatch with her. Now, our placement says it is ineligible for a refund. We are not sure why. We plan to take her to small claims if the company does not refund us fully what we paid for her. They absolutely do not ascertain that these au pairs are fit for responsibility let alone childcare. (A funny instance is that she would leave my kids in dirty diapers because she thought she could determine whether they were soiled or not by patting the back of their diapers. No one with hours of so-called childcare experience would do that.)

  

  Business response

  07/27/2023

  We are so sorry that your au pair decided that she did not want to work with your family after the first day, and despite efforts to make things work, the match did not end up succeeding.  As a placement agency, we ensure all au pairs meet ********** of ***** eligibility requirements (including reference checks for childcare experience) as well as the additional requirements set by AuPairCare. The ultimate hiring decision is up to the host family,as you know your familys personality and needs best.  While we encourage host families and au pairs to expect an adjustment period of 60 days, we cannot force an au pair or host family to continue a match if they choose to end the cultural exchange relationship. 

  
  To support host families in situations where the match ends early, we do provide a full credit of program fees that can be applied to a match with a new au pair.  Our refund policy is outlined in the Host Family Agreement ($550/month minus unpaid installments), which is attached, but I am happy to summarize the calculations for you:  $550/month ($18.08 daily rate) x 299 unused days = $5,406.57.  Because you had $5,461 in unpaid installments, $5,406.57 minus $5461.00 results in a negative balance,so no refund is due.  However, your account credit, which can be applied to a new au pair, is $2,643.43.  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our chosen aupair was refused ***** According to the signed contract we should have been refunded all fees except the initial fee. They refused to honor the contract

  

  Business response

  07/17/2023

  All paid Program Fees have been refunded ($1000 + $8764), and I have attached the refund confirmation for your records.  Due to the au pair's **** denial, the standard $500 cancellation fee was waived, flight costs were not charged, and the non-refundable Placement Fee ($350) while not refundable, will be waived on a future match with another au pair as a goodwill gesture offered by our company.  Please see our program costs page here: ************************************************************************;  Our Host Family Agreement is also attached, which outlines the normal fees ($500 cancellation fee + flight costs, non-refundable Placement Fee).  I have attached excerpts from the agreement of our refund policy and non-refundable fees, which I hope provide clarity about the policies and exceptions made. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩