FAQs

FAQ

Understanding GoLove
How does GoLove work?

Our online community enables service providers to nurture and expand their business by building strong connections with parents and school P&Cs.
Parents who are constantly on the GO can discover and book educational and entertainment experiences for kids with ease.
School P&Cs are supported by parents through sponsorship earned when booking registered experiences that kids LOVE.
For more information, check out our How GoLove works Page

How to get started on GoLove

Simple! Just click on the register now and follow the steps to create your own GoLove account.

Who are GoLove Providers?

GoLove Providers are service providers pursuing the growth of their business and wanting to connect with local schools and parents.

Who are the Grown-Ups?

Grown-Ups include parents, guardians, grandparents and relatives who are exploring exciting opportunities and quality experiences for their kids.

Who are the P&C?

Parent & Citizen Associations are part of the school community who work towards achieving the best possible outcomes for students. GoLove sponsors school P&C’s that are seeking support for their school initiatives and are wanting to be connected with the wider community.

What type of experiences can I book on GoLove?

GoLove is a place where you can explore a local network for kids’ activities, lessons and adventures. This is not limited to, but includes exciting services within the party planning industry such as; pony parties, themed parties, pool parties, martial art, music lessons and so on. You can organise, book and manage all elements of a party or activity in one place!

Is GoLove available in my state?

GoLove is currently available in NSW. If you are from another State yet keen to join the GoLove Community please sign up here. We will notify you when we have gone live in your State!

Can we find GoLove on Social Media?

Yes! You can find us on: Facebook , Instagram

GoLove Grown-Up
Registrations
Do I need to register?

Yes! In order to make and manage your bookings we need you to register and create your account, so that you are able to access it at any time.

How do I register?

It’s as simple as 1, 2, 3… Click here and enter your email address, mobile number and address (for invoicing purposes) to create your account. This information is secure and kept confidential.

Is there a cost to register?

No, it’s absolutely free!

I am a Grown-Up as well as a GoLove Provider. Can I register using the same email address?

Unfortunately, if you have already used your personal email address to sign up as a Grown-Up, our system requires that you use a different email address when registering as a GoLove Provider.

I am a Grown-Up, GoLove Provider and I sit on the P&C. How do I register?

Wow! You’re busy. You can register as all three, however, each registration requires different email addresses:

  • To book experiences as a Grown-Up, register here
  • To set up your business on GoLove, register here
    (Please note you will need your profile and business details ready)
  • To raise revenue for your School P&C through sponsorships, register here
    (Please note you will need your school P&C contact and organisation details ready)
Account Management
Do I get my own personal dashboard?

Yes! Once you register with GoLove, you will have access to your own personal dashboard where you can edit your profile details, manage your bookings and/or discover new experiences.

I forgot my password, how do I reset it?

Click on the “forgot password” link found on the login page. Enter the email address that you have used to register with GoLove. Please then follow the instructions sent to you via email.

Will I get notifications?

Yes! You will get both email and SMS notifications about your booking/s therefore it is crucial that you keep your contact details up to date.

How do I add a profile photo to my account?

Log in to your profile and click on the Profile tab. You can then click on the profile picture button and upload your picture.

How do I edit my profile details?

Log in to your profile and click on the Profile tab. You can then click on the pencil icons to edit your details accordingly. Make sure you submit all changes.

Bookings
What is an experience?

An ‘experience’ is a GoLove terminology for a service offered by a GoLove Provider for a variety of childrens’ entertainment and educational activities.

How do I search for an experience?

Click here to get to our home page then simply enter your search criteria and start exploring!

What if I can’t find the experience I am looking for?

We are working on providing a diverse range of experiences for you to choose from, however, if you are unable to find a specific experience please contact us with the details of what you are looking for and we will try our best to provide a solution.

What is the booking process?

So you have explored through the various experiences available on GoLove and found what you are looking for, what’s next?

  1. Make sure you have read through the experience details carefully (including any additional information that is stated by the GoLove Provider)
  2. Select the the date & time you would like to book this experience for
  3. Select any Extras you would like for your experience then request your booking
  4. Fill out your credit card details and tick the relevant boxes to make your payment for this booking (as mentioned below, payment is immediately taken from your card and held securely in an escrow account with Stripe until the GoLove Provider accepts your booking).
  5. If you have chosen a mobile experience, you will need to enter an address for the GoLove Provider to carry out your selected experience
  6. The GoLove Provider has 24 hours to confirm this booking. Please note that if they do not confirm within this time you will receive a full refund
  7. The last step in the booking process is to select a School P&C for sponsorship
Will I be notified when a GoLove Provider accepts my booking?

Ofcourse! We will send you a SMS and an email with the details of your accepted booking.

Can I book multiple experiences in one day?

Absolutely! You can book multiple experiences on GoLove. One of the benefits of booking through GoLove is that all your events are in one place and are easy to manage. You are also able to purchase multiple dates for the one experience, for example, a term of classes.

Why has my card been charged if the GoLove Provider needs to confirm their availability and the experience has not yet been completed?

Payment on GoLove is through a secure escrow system that is powered by our world-class payment provider, Stripe! Here’s how it works:

  • When you book an experience, payment is immediately taken from your card. It’s held securely in an escrow account with Stripe until the GoLove Provider accepts your booking.
  • The payment is then processed and 40% of the amount is paid to the GoLove Provider as a deposit
  • The remaining amount is held by GoLove until your booked experience is completed.
  • Upon completion, you have 24 hours to raise a complaint if needed, otherwise the remaining funds will be transferred to the GoLove Provider within 3-5 business days.
  • Then 15% of the GoLove revenue is given as sponsorship to your nominated school P&C.

We’ve created this payment system to be fair for everyone, to create peace of mind and a secure way to give and receive payments.

What age range is covered by GoLove Providers?

Our GoLove Providers have a wide range of experiences for children anywhere between the ages of 0 to 18 years!

Will I be sent a reminder for my upcoming event?

Yes, we will send you an email notification with all your GoLove experience details 24 hours prior to the experience taking place.

Can I make a booking without a credit card?

Our system currently requires you to use your credit/debit card to make a booking.

Do I pay credit card fees?

No, you only pay the listed amount for your booking including any extras added on to your package.

Is payment on GoLove safe?

Payment on GoLove is through a secure escrow system that is powered by our world-class payment provider, Stripe.

What happens if my credit card payment didn't go through?

Bookings are created once your payment is processed therefore, if you are not notified that a payment has been made then please contact us so that we can follow up with this issue.

How far ahead can I book an experience?

An experience can be booked 12 months in advance.

A GoLove Provider does not travel to my suburb, can I still book them?

Usually our GoLove Providers are very specific about the suburbs they cover. If you would still like to request a particular provider, please send an enquiry to the GoLove team and we will endeavour to follow up on your behalf.

How can I help make sure my experience goes well?

When your booking is accepted, you are sent an email with the booking details, in that there will be, ‘Additional Information’. This has important details that may be required for the provider to carry out the experience e.g. a parking space close to the venue (they may have heavy goods to offload), a table, electric socket, enough space for animals or a bouncing castle. Such requests can be essential for the provider to provide the best experience.

Sponsorships
Why do I need to sponsor a school?

Sponsoring a school is GoLove’s commitment to the community, it doesn’t cost you anything but offers an opportunity to ‘pay it forward’ through your booking. GoLove sponsors a portion of its proceeds to a school P&C of your choice. Through collaborative support we can ensure every child benefits, and that’s a big win for the community.

Do I need to pay extra?

It doesn’t cost you anything but offers an opportunity to ‘pay it forward’ through your booking. GoLove sponsors a portion of its proceeds to a school P&C of your choice.

How do I sponsor my school P&C?

After you have paid for your booking, and a request has been sent to the GoLove Provider you will be directed to a page where you can nominate your school. The names of the schools are pre-generated, once you start typing the name of the school, it will appear for you to select and then you can click ‘Sponsor Now’.

Will my school P&C know that I have made a contribution?

The school will receive notification that a sponsorship has been made once the event is completed. The P&C will receive your sponsorship within 3-5 working days. They will NOT have the details of who has sponsored them.

How do I know if my school is registered with GoLove?

The best way is to contact team GoLove and we can let you know if the school has registered. If they haven’t we will contact the school on your behalf and inform them of the GoLove community initiative. Their sponsorships will be released as soon as they register!

Can I sponsor a school that is part of a different community?

Absolutely! A Grown-Up can sponsor any school that they wish to support.

Reschedules
Can I reschedule a booked experience?

Yes, here is the process to reschedule the experience:

  • Login to your profile and press the ‘Bookings’ tab
  • A Above ‘Actions’ for your booked event there is an information tab that explains the steps for rescheduling the experience. Please read through that carefully before proceeding to the next step.
  • Below is a green button saying, ‘Reschedule’. After you press ‘Reschedule’ there will be a pop up with a calendar. You will be guided to enter 3 preferred dates and times, these will be sent as a request to the GoLove provider to accept or decline within 24hrs.
  • The provider will also have a choice to offer their ‘Alternative Date and Time’ in case they can’t accept your suggestions. If that is the case, you will have 24hrs to respond to their ‘Alternative Suggestion’.
  • If they accept your suggestion, the new booking time will be updated. If they decline or don’t respond to your request the booking will revert to its original date and time. It will be left to you, to either continue with the original booking or cancel it. Cancelling a booking for the Grown-Up will incur a 50 % refund.

All stages of the process will be communicated through email and SMS notifications.

Is the GoLove Provider allowed to reschedule bookings?

Yes, they can reschedule a booking, the process is the same as a Grown-Up. The only difference is if they cancel the booking, the Grown-Up will receive a full refund.

I don’t agree with the reschedule reason, what should I do?

Grown-Up can ‘Decline’ the reschedule request, and the booking will revert to its original date and time. If the GoLove Provider cancels the booking, you will receive a 100% refund on your booking. Cancellation

Cancellations
At what stage can I cancel a booking?

A Grown-Up can cancel a booking at any time, but there are some strict guidelines on how many times you can do that in a year and the refund policy associated with when (time after a booking is made and time before it’s accepted) you do it.

Scenario Time Refund
Grown-Up GoLove Provider
A Grown-Up has made the booking and decides to cancel within 24hrs BEFORE the GoLove Provider has accepted the booking request 100% refund
After the GoLove Provider has accepted the booking request 50% refund *
A GoLove Provider declines or does not respond to a new booking Within 24hrs of anew booking request 100% refund
A GoLove Provider cancels an accepted booking At any time 100% refund The GoLove Provider needs to refund GoLove the 40% deposit
A rescheduling request can't be agreed upon & the booking is cancelled by the Grown-Up At any time 50% refund *
A rescheduling request can't be agreed upon & the booking is cancelled by the GoLove Provider At any time 100% refund The GoLove Provider needs to refund GoLove the 40% deposit
How do I cancel a booking?

Here is the process to cancel the experience:

  • Login to your profile and press the ‘Bookings’ tab
  • Above the ‘Actions’ column for your booked event there is an information icon that explains the steps for cancelling the experience. Please read through that carefully before proceeding to the next step.
  • Under the ‘Actions’ column for your booked experience there is a red button clearly labelled ‘Cancel’. Click on that button and be sure to leave a reason for cancelling.
  • After you have submitted the request to cancel the booking, a confirmation email will be sent to the GoLove Provider.
How many times can I cancel a booking?

We have a strict policy on cancellations to avoid disappointment and for making the process fair. Grown-Ups and GoLove Providers can only cancel 2 bookings in any given year.

What happens if a GoLove Provider cancels a booking?

In the unfortunate event of an experience cancellation, the secured funds can be returned back to your card. For more information on refunds, see

Can GoLove Admin cancel a booking (on my behalf)

In case there is an emergency, and you are unable to cancel an event, you can contact Team GoLove with your request and we will endeavour to assist in any way we can.

I don’t agree with the cancellation reason, what should I do?

You can contact Team GoLove with your request and we will endeavour to assist in any way we can. If it’s found that the cancellation reason doesn’t follow the Community Guidelines we will action it accordingly.

Complaints
What is the process of making a complaint?

If you are not satisfied and have an issue with your experience, you have 24 hours to action a complaint. Following are the stages for the process:

  • Stage 1 - Let us know what's happened
  • Stage 2 - GoLove reviews the details
  • Stage 3 - GoLove makes a decision
How do I make a complaint?
  • Login to your profile on GoLove Click here
  • Click the ‘Bookings’ tab to find your ‘Completed’ booking
  • Click the ‘Raise a complaint’ button which will only be available for 24 hours after your completed event
  • Write the specific details of your complaint in the pop-up and click ‘Send’

Team GoLove will endeavour to address your concerns by contacting you at the earliest.

Refunds
Will I get a refund if I cancel my booking?

GoLove T&Cs have specific guidelines on the Refund Policy. The refunds on cancellations are dependent on one of the following scenarios:

Scenario Time Refund
Grown-Up GoLove Provider
A Grown-Up has made the booking and decides to cancel within 24hrs BEFORE the GoLove Provider has accepted the booking request 100% refund
After the GoLove Provider has accepted the booking request 50% refund *
A GoLove Provider declines or does not respond to a new booking Within 24hrs of anew booking request 100% refund
A GoLove Provider cancels an accepted booking At any time 100% refund The GoLove Provider needs to refund GoLove the 40% deposit
A rescheduling request can't be agreed upon & the booking is cancelled by the Grown-Up At any time 50% refund *
A rescheduling request can't be agreed upon & the booking is cancelled by the GoLove Provider At any time 100% refund The GoLove Provider needs to refund GoLove the 40% deposit
Will I get a refund if I have made a complaint against the GoLove Provider?

The ‘complaint’ will be thoroughly investigated and a decision on the refund will be completely dependent upon the outcome of the complaint.

How long will my refund take?

Once a refund is issued, it’s actioned immediately however, please allow between 3-5 business days for it to appear in your account.

Communication
I have a question for a GoLove Provider, how can I ask them?

At present you can’t message a GoLove Provider directly. However, you can send a request to the GoLove team and we will endeavour to get your query answered at the earliest. contact us

The GoLove Provider hasn’t shown up, what do I do?

If the GoLove Provider hasn’t tried to contact you because of a delay or an emergency, please send a request to the GoLove team (marking it urgent) and we will contact the provider on your behalf. contact us

Trust & Safety
Why should we book with GoLove?

GoLove offers more than an online presence. Our search function allows Grown-Ups to find location specific and/or mobile experiences with ease. It has a fully integrated payment system and a simple booking calendar allowing them to conveniently book and pay for experiences. GoLove is building a community with a collective goal of providing ample resources and opportunities to enhance and enrich the lives of children. This is achieved if there is a sense of trust, support and respect. GoLove’s personable and transparent approach allows it to be the medium that strengthens the relationship between local businesses and school communities. Further empowering Grown-Ups to make a decision that benefits their children as well as future generations.

What happens if there is a natural disaster?

Your foremost priority in the event of a natural disaster is to look after the safety of yourself and your family. Cancellations and subsequent refunds, if applicable, will be actioned thereafter. Cancellations & Refunds

How can I recommend a friend?

We love this sense of community & support and encourage you to share our website, social media or a specific experience link with your friends and family.

Is there a referral benefit?

Team GoLove is working on some exciting marketing strategies to support all GoLove Grown-Ups that are referring to their friends. Watch this space!

How can I trust that this GoLove Provider is safe to work with children?

Childrens’ safety is our absolute priority and we ensure that all of our Service Providers are certified with the nationally recognised Working With Children Check (WWCC).

When anyone works (either online or in person) with children in a paid, self-employed or voluntary capacity, they must have a WWCC clearance. A clearance means that the provider has passed a National Police Check (criminal history record check) and a review of reportable workplace misconduct. These are valid for 5 years from the Clearance Date and are continually monitored by the police authorities during this period for any changes or concerns.

GoLove requires evidence of this WWCC number, before publicly listing any of our GoLove Providers, so that all parties can be confident and have peace of mind for the safety of all children in our network.

  • If you would like to know more about WWCC you can check Service NSW’s page, here
  • If you would like to check a WWCC Number, you can, here
  • If you would like to apply yourself for a WWCC, you can, here

For more information about applying for and/or validating a WWCC in your state, please click on the relevant link below:

GoLove Providers
Registrations
Account Management
Experiences
Badges
Bookings
Payments
Reschedules
Complaints
Communication
Marketing Support
Trust & Safety
General
School P&C
Registrations
Account Management
Promotions
Sponsorships
Communication
Trust & Safety
Contact Us
How can I contact GoLove for any queries or technical support?

You can contact a friendly member of the GoLove Team by clicking here contact us and we will endeavour to get your query answered at the earliest.

Ratings & Reviews
Can I leave a rating or review for my experience with GoLove?

Watch this space!

For any other questions please contact us.