Well you’re in the right place and we look forward to helping you crack it! If you head over to our Specialisms page you can browse the full list of specialisms we offer and how each one can help. You can also search by stage -’Parent-to-be’, ‘Parent or Carer’ or your child’s age or get in touch and tell us what’s up - we may well have stood in your shoes before and if not, we’ll do our best to help. A problem shared is a problem halved after all!

With just a few simple clicks you can find the expert support you need. Use the search bar on the Homepage or our Specialisms landing pages – where you can search by specialism, or choose to see all experts. The results can be filtered by location, by name and also by keyword.
(Your employer will need to be signed up to Koala & Joe first).

You can message an expert direct via the contact button on their profile page. Many experts also offer a free initial appointment, which is great for asking any questions you may have before making a booking. You’ll need to quickly set up a free account to do this. Don’t forget, your employer will need to be signed up to Koala & Joe to do this.

We’re sorry we haven’t been able to offer what you are looking for. Please do get in touch at support@koalaandjoe.com to tell us the specialism you are interested in. We are a growing business and looking to expand into new areas.

Our goal at Koala & Joe is to give you the confidence that you are engaging a trusted and high quality expert for you and/or your child. All experts on Koala & Joe must provide a minimum level of information to the Koala & Joe team before they are able to join the site. With this information they provide us we:

• Confirm their identity e.g. via a copy of their passport or membership of a registered organisation
• Confirm their professional details including areas of expertise, qualifications, and membership of relevant associations in line with the ‘What to Look for’ section on each Specialism page
• Assess their experience and reputation based on information online and provided in the verification process

Experts signing up to our platform are also encouraged to:

• Provide a Disclosure and Barring Service (DBS) certificate. This isn’t a requirement for many of our expert areas. Parents are clearly told on each expert’s profile whether they have submitted a DBS certificate or not and the type of certificate submitted will be highlighted - Basic, Standard, Enhanced or Enhanced with barring. See our FAQ on the different DBS certifications
• Supply at least two testimonials from clients or families they have worked with before

DBS stands for a Disclosure and Barring Service (‘DBS’) certificate. It details the checks performed on an individual to make sure they are safe to work with children (and adults in some cases).

There are four types of DBS certificates. It is up to each expert to have the appropriate DBS for their area of expertise (not all expert areas are required to have one). DBS certificates are valid as of the date issued by the DBS service. You can check individual expert profiles to confirm their DBS status or contact them directly to find out more.

And if you want to understand the types of checks in more detail, the government website provides lots of useful information on the different types of DBS checks: https://www.gov.uk/government/collections/dbs-checking-service-guidance--2

Search results are always displayed based on an expert's proximity to your home address. Even if you filter the results by video consultation, location still drives the results. However, if you do not enter a location then the results will be displayed on a randomised basis changing daily (so that the same experts are not always at the top).

Each expert is asked to submit 3 reviews as part of the verification process to join and be listed on Koala & Joe. Reviews will also be generated by Koala & Joe users. After an appointment, you are able to submit a qualitative review of your experience. The reviews are moderated by the Koala & Joe team to ensure the comments are helpful to others in establishing whether an expert is suitable for their needs. We won’t ask you to provide a star rating as we don’t think this is the most effective way to assess an expert. We reserve the right to remove any review that doesn’t comply with our Terms & Conditions

We want Koala & Joe to make getting expert help so much easier than it currently is. Koala & Joe offers appointments in person at an expert’s clinic, in person at your home or via video consultation.The availability of these options will depend on the services being provided by the expert. Once you have searched for a specialism and been shown the list of experts available, you can filter by delivery method to find the type of appointment setup that works for you.

We understand as a busy parent stuff can come up and get in the way of a plan, so don’t worry if you need to cancel. You can do this up to 24 hours before the appointment start time and then rebook a new time with an expert from their profile page. If you cancel a booking less than 24 hours before the start time, unfortunately a charge will be incurred as the expert will have limited opportunity to offer this slot to another client.

Sometimes things don’t go according to plan. If you’re unhappy or if something went wrong with your appointment, we're really sorry. Please send us a message to tell us what happened. We will review & investigate, and get back to you soon to find a solution. On the summary page for each booking you will also find a link to report a problem with the booking.

The great news is that there is no cost to search for an expert or create an account, and the prices listed by each expert already include a Koala & Joe commission in the listing price so there is no additional cost for you in making a booking.

You can contact all our experts directly on their profile pages so you can ask any questions to help you pick the right expert before making a booking. Many experts also offer a short, free initial appointment so you can check they are the right match.

We use Stripe Connect to manage payments on Koala & Joe. As part of the checkout process you will be asked to enter your payment details. You can choose for Stripe to securely store your payment details, making it easier for you to checkout in future. Your payment details can be edited from your account dashboard at any time. Many credit card networks will tell Stripe when your card has been replaced, meaning that when you get a new card you won’t have to update the card information in Koala & Joe if you choose for Stripe to remember the details.

When you make a booking, we place a hold on the payment method you provide. This is then charged when the expert confirms the booking.

Don’t worry, we’ve all been there. Just click on the “Forgotten password?” link from the login page.

Easy! Just browse to your account dashboard where you can edit all of your account information.

We’re sad that you want to go & would love to hear why. But if you really want to go ahead, you can do this from your account dashboard.

We collect, use and store some of your personal data. To learn more, please read our Privacy Policy.

We only make your first name and the first initial of your last name visible on the platform. Other information is not displayed publicly. Once a booking is confirmed, both user and expert will know each other’s full names, email addresses and phone numbers. This is done to facilitate communication between both parties. To learn more about our use of your personal data, please read our Privacy Policy.

In order to keep yourself and others safe during the COVID-19 pandemic, please keep following your local government guidelines. If you have any concerns or questions about safety during an appointment, you can use the messaging system on Koala & Joe to contact an expert at any time.

Great to hear you would like to access our trusted & verified experts. We would be delighted to help. Please have a look at our Koala & Joe for Business page or email support@koalaandjoe.com with details of your company.

The first time you access Koala & Joe will be via a bespoke link on your organisation's intranet or HR manual. You will then be guided to set up a username and password which will allow you to then return to the site at any time, from any device.

When it comes to paying for a service you will be asked for card details or alternatively a voucher code. If your employer has provided you with a voucher code you will be able to use this to make part or all of the payment (depending on the value). If your employer has decided to reimburse you directly, you simply make a booking as usual, pay on your card, and then once the session has ended you expense your invoice for full or part payment depending on the budget allocation.

Koala & Joe enables employers to support the parents in their workforce by providing them with access to trusted & verified parent and child experts.

The employer pays a cost per employee to gain access to the site. They then receive a bespoke link to upload onto their intranet or include in their HR/benefit manual. Their employees can click on the link to gain access to the full site which includes our directory of trusted & verified experts, and a blog containing expert support on key parenting topics.

Employees can search the experts by specialism, location and keyword and make an appointment directly at a time that suits them (many of our experts offer virtual appointments).

The employer can decide whether to allocate a budget per employee to be spent on the site. This can be implemented via a voucher system or by reimbursing employees directly through the organisations' standard expense process.

For more information, please visit our Koala & Joe for Business page.

Our cost structure is defined per employee and varies depending on the size of your organisation. Please contact support@koalaandjoe.com for more information.

It’s wonderful to hear you want to be a part of the Koala & Joe team! You can sign up here. You will need to complete a profile and upload our required documents, after which we’ll review your profile and verify that you meet Koala & Joe's criteria.

At the moment we only allow you to list a single location for your practice. If you would like to list multiple locations, please get in touch with us and we will see what we can do to help you.

Once a user has made a booking, you will receive an email with the details of this request. You will have to accept or decline the booking within 48 hours by clicking on the link in the email. You can also see & accept bookings in the Bookings section of your dashboard, which will by default first show you new bookings that still need to be accepted. Note that it’s good etiquette to respond to booking requests, and leaving booking requests unanswered may lead to your listing featuring less prominently in search results. We therefore recommend that you always respond to bookings as soon as possible. Declining a booking will have no impact on how your listing features in search results.

Once a booking request has been submitted, you can accept or decline the booking. Once a booking is made, it is possible to cancel a booking, sending the user a notification in a timely manner and asking them to rebook at a time that is available in your Koala & Joe calendar.

Once an appointment is complete you will need to log into your Koala & Joe account and mark the appointment as complete. The platform will automatically notify Stripe Connect to transfer you a payment for the service.

You will only be able to contact a parent to be, parent or carer if they have contacted you via the Koala & Joe messaging system or if they have placed a booking with you. Please refer to Koala & Joe Terms & Conditions clause 9 which covers restrictions around communicating with users outside of the Koala & Joe platform, which are not permitted.

You can amend your profile in your account dashboard once you are signed in. The Koala & Joe team will verify any changes to your profile before they go live on the website.