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1 Your Membership Scheduling Option 1: Casual Care Scheduling Option 2: Consistent CareGetting Started Guide: How it Works 2 Booking Appointments Booking Assistance Utilizing the Notes Section Understanding the Status of Your Request Getting Started Guide: Booking a Sitter 3 Cancelling an Appointment Requesting a Time Change Utilizing Wiggle Room Selecting a Sitter Sitter Payments & Policies Sick Sitter Policy Covid-19 PoliciesGetting Started Guide: Our Policies 4 Our Office Hours & Support Team Be Kind & Courteous Sanitation and Smiles Initiative Provider Requirements & Expectations Communicating with Our Providers Account Management & Full Amount Owed Policy Seasonal Waitlists & Anticipated DelaysGetting Started Guide: Community GuidelinesSTL SITTER MEMBER GUIDESStepping in when you need to step out.STL SITTERTABLE OF CONTENTSCopyright © 2021 STL Sitter LLC, Powered by SmartSitter, All rights reserved.

STL SITTER PAGE 1 Getting Started Guide How it works Your STL Sitter Membership is an annual 99 99 charge and is billed through an auto subscription via the Credit Card on file in your account on each member s unique annual renewal date Each member will receive three reminder emails annually all notifications will be sent to the email entered at the time of registration Sent 30 days 5 days and 24hours prior to payment being processed If a membership is no longer needed members are responsible for cancelling the subscription in their online account and prior to their auto renewal being charged Click Here to Access Your Billing Settings Please note Membership fees are non refundable and non transferrable once payment has processed 1 Through our Casual Care Scheduling system Members may enter dates and times for potential appointment s review sitter profiles and directly request an available provider Click here to read more about scheduling rates fees If the initially requested sitter declines your appointment don t panic This is when our team works behind the scenes to locate an alternate sitter to accommodate the request in full or in any capacity we are able Looking for an update on your pending appointment request Click here to learn more Will my sitter be able to cancel our appointment due to a schedule change or sickness What about last minute We know this fear and that is exactly why we have our streamlined processes in place If your confirmed sitter is no longer available whether we know in advance or are helping in real time our team works proactively on solutions so you don t have to Need to plan ahead Appointments may be requested up to 60 days in advance or in as little as a few hours Our team recommends submitting any appointments for high volume times in advance whenever possible i e Full days 7 8 hour appointments Friday Saturday evenings etc What happens to my scheduling fee if no sitter is available or I remove my pending request Our team will issue a credit to your member account for the amount incurred Please see below for more information on how to receive credits Looking for consistency Casual Care scheduling does not guarantee the same provider for all requested dates and times due to the fluctuating nature of our provider s schedules If looking for consistency Click here to learn more about our Consistent Care scheduling option Please note the following important temporary software limitations regarding credits cancellations 1 Our platform does not automatically add scheduling fee credits when canceling a pending request soon to comet please contact us via email stlsitter com or send us a quick message on stlsitter com we will be sure to get it added right away 2 Our software will still prompt payment for a cancellation fee FAO Policy if attempting to cancel a pending appointment within 3 hours of it s start time Please refrain from cancelling a pending request in these circumstances to avoid any additional charges and contact our office right away so we may assist in removing the request 2 The Consistent Care Scheduling system allows Members to submit a request including ALL upcoming dates and times coverage is needed for durations of 6 7 or 8 week sessions Requests may include recurring and or random schedules special requests and desired qualifications When should I submit my Consistent Care Request All CC requests require a minimum 2 week lead time for our office to facilitate We recommend submitting your request at minimum 30 60 days before your desired start date To submit a CC request there is a 30 non refundable Logistics fee that goes towards our team s efforts in solidifying your request Care Proposal Once your Proposal has been finalized our normal 10 Scheduling fee per appointment applies The total owed 10 x Total of Appts is paid upon accepting the Proposal at the time of confirmation Once a proposal has been accepted and your provider is confirmed you are all set Do I get to meet my potential Consistent Care Sitter After working our magic behind the scenes members will have the chance to review their potential sitter s profile and request a Meet Greet before making it official Consistent Care Meet Greets may be completed via phone or video call free of charge OR as an in home visit normal appointment Please note normal scheduling fees sitter payment 3 hour appointment minimum applies for in home Meet Greets Copyright 2021 STL Sitter LLC Powered by SmartSitter All rights reserved

If a request listed on a member dashboard is highlighted pink, and a PENDING provider is visible in the appointment details, ourteam is awaiting a response from the pending / requested provider. Appointment Statuses: Pink & Pending with a ProviderREAD MOREAppointment Statuses: Pending with a ProviderIf a request listed on a member dashboard has the PENDING status, and a PENDING provider is visible in the appointment details,the initially requested or assigned provider has declined, and the request has been entered into our auto-assignment flow.READ MOREAppointment Statuses: 'Sitters Pending...'When viewing a pending appointment's details, members may see a 'Sitters Pending' notice. Not to worry! When no provider ispending / assigned, this means our team is hard at work looking for coverage, behind the scenes.READ MOREAfter fully registered, Members are able tosubmit appointment requests, as needed,through their member account via ourplatform smartsitter.io - 24/7! Please note,Members are responsible for the overallmanagement of their online account, andit's activity.Standard Scheduling fees are $10 perappointment requested (& with 48+ hoursnotice), and are non-refundable & non-transferrable, once confirmed with aprovider. Members will be alerted via text &email notification as soon as a request hasbeen confirmed. If a provider declines an appointment, ourteam steps in to get the request confirmedquickly, and in any capacity we are able!Click here to learn how to check the statusof your pending appointment.What information is important to include inmy requests' details? The short answer -anything & everything pertaining to the day,schedule, etc.! We encourage members toprovide our team with as much informationas they are able, when submitting arequest, including helpful details for yourprovider. These notes assist our office innarrowing down your options, and help yourpotential provider confidently determinethey are suitable for the request.Our management team oversees all pending appointments on our platform, from start tofinish! If your appointment has been pending for 24+ hours, always feel free to reach out to ourteam so we may provide an update. If your appointment is considered a RUSH request (i.e.requested start time = within 48 hours or less of time of submission), our team will update you onthe request as soon as possible!Our office works on requests in the order in which they are received, and will reach outdirectly if an update is available. If your timing is at all flexible, or there is a portion of theappointment that is most crucial to have coverage, members may note this flexibility in therequest's details and/or reach out to our office so we may update the post to our team ofsitters, accordingly.Utilizing the Notes Section Understanding the Status of Your Pending RequestGetting Started Guide: Booking a SitterSTL SITTERPAGE 2Copyright © 2021 STL Sitter LLC, Powered by SmartSitter, All rights reserved.

Confirmed appointments that are cancelled three hours or morebefore the scheduled start time do not incur additional charges. Cancelling an AppointmentRequesting a Time ChangeCancellations within three hours of a confirmed appointment'sscheduled start time will be charged the FAO (Full Amount Owed).This payment is then dispersed directly to the previously confirmedprovider, to compensate for the last minute alteration. Pending appointments can be cancelled similarly, and issued acredit for the Scheduling fee previously incurred.Members may request a Time Change online, directly from theirmember account! These are complimentary, but never gauranteed! If submitting a Time Change Request (TCR) for a confirmedappointment, your provider will be prompted to confirm or decline thechange.Once a TCR is confirmed, the appointment times will be updatedonline to reflect the newly established time(s).If a TCR is declined, your original appointment times and sitter willremain confirmed. If the TCR is needed, members are to reach out tothe office directly for further assistance. Additional fees may apply.Utilizing Wiggle RoomWe require our members to return home at the scheduled andconfirmed end time that is listed online, as a courtesy to ourproviders. When booking, if you are unsure of your return time, please utilizethe complimentary Wiggle Room feature. See our FAQs section fordetails. Additional late fees may apply. Selecting a SitterSick Sitter PolicyIf a confirmed sitter becomes ill, or experiences a familyemergency, he/she is required to notify our office as soon aspossible, and provide proper documentation. Our management teamwill then work to find a replacement, as well as notify the membersof any changes or refunds.Covid PolicyPlease see our Covid-19 Protocols for more information on how wemanage exposures, precautions, positive cases, and more. When requesting an appointment online, members have the abilityto select their first choice provider. Members may also reviewthese available sitter(s) profiles, areas of specialties, and more.If a member would like to request a specific sitter that is NOTshowing availability when booking, members can bypass the sitterselection step by proceeding to the next page, and enter the nameof their requested provider(s). Our team will personally touch basewith any requested sitter(s), before assigning someone new! Sitters are paid directly by our members, at the time of theirdeparture via cash, check, Venmo or PayPal. STL Sitter sets all hourly rates & additional fees owed to providers.Members can access our most up to date rates and fees onstlsitter.comSTL Sitter enforces a Full Amount Owed (FAO) Policy, in whichproviders are owed for the Full Amount of time that is scheduled &confirmed online- regardless of the member arriving home earlierthan anticipated. This policy is in place to respect the time that eachprovider sets aside in order to care for our families.Sitter Payments & PoliciesGetting Started Guide: Our PoliciesSTL SITTERPAGE 3We ask each family to specify their vaccine preference in the"House Rules" section of their account, prior to booking. Families who do not specify, in advance, will not receive refunds orcredits for Scheduling Fees due to vaccination preference. We dorequire sitters to provide proof of vaccination to our office, but notto each indivudal family. Noting Your Vaccine PreferenceCopyright © 2021 STL Sitter LLC, Powered by SmartSitter, All rights reserved.

STL SITTER PAGE 4 Getting Started Community Guidelines Our Office Hours How We Can Help Our office hours are Monday through Thursday 9am to 5pm and Friday 7am to Noon Outside of these times After Hours managers oversee all appointments and emergenices beginning at 6 30 AM until 9pm Be Kind Courteous We choose to do business with families who are respectful of our policies staff and sitters We have a no tolerance policy for rude condescending or malicious communication of any kind and have the right to cancel and refund memberships for those who engage in this style of communication Safety Sanitation and Smiles Initiative Members are required to provide a clean and safe environment for our sitters to provide care Complaints from our sitters regarding sanitation standards may result in membership termination Provider Requirements Our sitters undergo a face to face interview with our hiring manager along with a clean background and driving record check CPR certification Vaccine status and references Communicating with Our Providers Members are strictly prohibited from communicating with our providers OUTSIDE of a scheduled and confirmed appointment If you need to get in touch with your sitter please reach out to our office for assistance See Member Legal document for specifics Account Management and FAO Policy We require members to manage their own accounts and to take the actionable steps to schedule and cancel as needed Providers who are not cancelled prior to arrival are owed the Full amount of payment for the scheduled and confirmed appointment times Seasonal Waitlists Anticipated Delays Our provider network is primarily college graduate students and young professionals Their schedules change seasonally and during those transitions members may experience Waitlists and longer matching times for both Casual Consistent Care Our highest volume months in which members may expect delays are August September January March April Our highest volume times in which members may expect delays if Casual Care is not requested in advance are Appointments with durations of 8 hours Full day requests during business hours i e 7 8 9am 4 5 6pm Friday Saturday evenings In Advance may be defined as Requests submitted with a minimum of 1 week notice We encourage all Casual Care requests to be submitted 10 days in advance whenever possible We are always transparent and communicative regarding wait times for requests It should never be assumed that appointments are confirmed until notified via confirmation email Copyright 2021 STL Sitter LLC Powered by SmartSitter All rights reserved