Frequently Asked Questions

Our Moncierges

What is m-Time?

m-Time is a business dedicated to supporting parents. We do this by connecting them with Moncierges, our all in one personal assistants trained specifically for parents.

Our impact vision is to see respite care for parents to become the norm.

Our business vision is to be the most empathetic and proactive family lifestyle service in the world.

What is a Moncierge?

Our Moncierges are all-in-one personal assistants for parents. They are people who can come to your home and switch between the role of housekeeper, cleaner, nanny and personal assistant with the same flexibility that a parent does.

Each time a Moncierge visits your home, it’s called a session and each session lasts for at least three hours.

Who are your Moncierges?

Our Moncierge team comes from a variety of backgrounds. Some are stay at home parents who have just returned to the workforce, others are post-graduate students looking for flexible work and others are hospitality professionals seeking additional income. Here are the three types of people we hire:

  • Caregivers such as: Parents/Grandparents, Nurses, Carers, Teachers, Aged Care Workers and Disability Workers.
  • Customer Service professionals in industries such as: Retail, Hospitality, Cleaning and Admin.
  • Learners such as: University, College and TAFE graduates.

What exactly can my Moncierge do?

A Moncierge gives you more time for self-care and family bonding by working through a curated list of tasks (a runsheet) that you’d like help with.

For out of home tasks that require your Moncierge to use a  car (such as picking up kids or running errands around your suburb), the m-Time Uber account will be used and we will invoice you the cost.

Due to the flexibility of our Moncierges, a runsheet can include anything in the following list and more:

  • cooking
  • domestic cleaning
  • childcare
  • laundry
  • school drop offs and pick ups
  • grocery shopping
  • sending invitations
  • crafts with the kids
  • Watering plants
  • sending parcels
  • making school and work lunches

How do I know if my Moncierge can do a certain task?

The best rule of thumb is to ask yourself what a typical day as a parent is like for you. If it’s something you do in your day to day, your Moncierge can probably do it. If you’re not sure, just send us an email and we’ll review your request.

Are your Moncierges Trained?

Every Moncierge undergoes an m-Time training module which focuses on customer service and household care. Our staff all possess a first aid certificate,  working with children check, police check, reference checks, food safety certificate and at least five years experience in customer service or care giving roles OR a tertiary qualification.

We also take every staff member through child safety protocols before they start and update these learnings on a regular basis.

 

Are your Moncierges Screened?

Every Moncierge is thoroughly screened by our team through assessment centres and testing. We also conduct the following checks on all staff:

  • Police Checks
  • Working with Children Checks
  • Background Checks (identity and criminal checks)
  • Personal Reference Checks
  • Professional Reference Checks

 

Where are Moncierges available?

Our Moncierge service is currently available in Melbourne Metro, Inner and Eastern Suburbs and the Mornington Peninsula. Additional areas will be available soon.

How can I get a Moncierge for my family?

Moncierges are exclusively available through m-Time memberships and gift packages.

Moncierge Sessions

What is a Moncierge session?

Each time a Moncierge visits your home, it’s called a session and each session lasts for at least three hours. Members are welcome to add more hours to their session as often as they’d like. Members are also able to request more frequent Moncierge sessions if they need more support.

What happens in a Moncierge session?

Every Moncierge session is tailored to each parent’s individual needs,  but there are a few things which are standard for everyone.

When we first meet you, you’ll have a consultation with your Moncierge. We’ll add an extra 30 minutes to your first session so that the consultation doesn’t eat into your session time. During the consultation your Moncierge will ask for a tour of your home,  how to use your appliances and learn the way you like things.

Your first session has a set runsheet which is a mix of cooking, cleaning,  chores or errands and we’ll give you a copy of the set runsheet once you become a member. After that, you’ll be able to change your runsheet as much as you like by sending us a text or just telling your Moncierge on the day.

Childcare is accessible after your third Moncierge session. This is because we want our families and Moncierges to build a rapport with each other first.  Once you both get to know each other and a solid foundation has been built between you, we find that even the shyest of kids take a big shine to their Moncierge. To opt in to childcare, all you’ll need to do is respond to the text message prompt you’ll receive after your third session.

How do you ensure quality?

The strength of our service is the fact that every session builds upon the next, so there is no limit to how good your sessions will become.

By vetting and training our Moncierges, your first session will start at a baseline that you’ll get to approve during your consultation.

For most of our clients, their second session is when they start to feel their at-home stresses disappear, as they’ve had a chance to see just how flexible their Moncierge is and how quickly the quality of their sessions improves with repeated use. It is for this reason that we have a two week minimum for our membership trial.

Will I have the same Moncierge for every session?

Yes! We consider the relationship you and your family build with your Moncierge to be of paramount importance.  In the event your dedicated Moncierge can’t make it, you’ll be allocated another one of our professionals. You’ll be given their details before your session and they’ll be briefed on your runsheet.

Can I speak to my Moncierge before my session?

Absolutely! You will be given a phone call from your Moncierge prior to your session so that you can get to know each other. In turn, we add an extra 30mins to your first session so that you and your Moncierge can chat in person before they begin going through your runsheet.

You will also be given a detailed bio, photos and a qualification checklist of your Moncierge before your session.

How soon can I have my first session?

Typically, we match you with a Moncierge within 7 days and you can start your sessions immediately after that.

Can I choose my Moncierge?

We don’t currently allow the option to choose your Moncierge as we’ve found that this process traditionally takes 2-4 weeks and incurs greater financial and time costs to our customers.

Our matches are based upon the membership questionnaire you complete upon joining and a questionnaire we have all staff complete upon hiring them. As a result, all matches are carefully considered in terms of family lifestyles, values and needs.

After each session, you’ll be asked to rate your Moncierge to ensure that you are consistently happy with their service and behaviour. If ever there is an issue or you want to change your Moncierge, we’ll troubleshoot the issue with you.

 

Why does my first session have a set runsheet?

The set runsheet is designed to give you a taste of the wide range of tasks a Moncierge can do for you. We want every m-Time family to get as much value as possible from their sessions, so to start you on your journey, we use the answers you provide in your membership questionnaire to create an experience that shows you what m-Time is all about.

After your first session, you’ll be able to change your runsheet as much as you like by sending us a text or just telling your Moncierge on the day. With each recurring session, your Moncierge will learn to anticipate what you and your family needs before you even have to ask.

Can my Moncierge do out of home tasks?

For out of home tasks that require your Moncierge to use a  car (such as picking up kids or running errands around your suburb), the m-Time Uber account will be used and we will invoice you the cost.

Why can't I use childcare straight away?

We don’t encourage childcare straight away because we want our families and Moncierges to build a rapport with each other first.

We know that relationships take time, and the relationship your children have with your Moncierge is of paramount importance. We want you and your children to have time to build a relationship with your Moncierge, and in turn, for your Moncierge to have time to learn about your children’s personality and needs. Once you both get to know each other and a solid foundation has been built between you, we find that even the shyest of kids take a big shine to their Moncierge.

To opt in to childcare, all you’ll need to do is respond to the text message prompt you’ll receive after your third session .

How do I communicate with my Moncierge?

Communication between our Moncierges and clients is conducted through a WhatsApp group we create for you once you join.  We use Whatsapp so that m-Time’s customer experience team can join the chat to answer any questions as necessary, and log requests and feedback.

If you ever need to contact your Moncierge urgently or change something about your session, you can also just give us a call or a text. Alternatively, email us on hello@mtime.com.au.

How often will my Moncierge come?

Your Moncierge will come once a week, twice a week or fortnightly, based on the selection you choose upon becoming an m-Time member.

If you would like more frequent sessions, please email us on hello@mtime.com.au.

Can I add more time to my sessions?

Of course, additional hours are just $33/hr!

Adding more time is easy. Just send us a text at least 48 hours in advance (0422214509) with your name, the date of your session and how many extra hours you’d like.  We’ll confirm your additional hours by return text message and we’ll send you an invoice shortly afterward. You can add up to four (4) hours to your session.

You can also order online here and your additional time will be automatically added to your upcoming session.  Please note, online orders still require 48 hours notice, so if your additional hours are ordered within 48 hours of your next session it will not be added to that session. Instead, it will be added to the next available session.

If you’d like to add more time to future sessions or add time on an ongoing basis just let us know via email or phone.

What if I don't like my Moncierge?

Please call our customer service on 04 2221 4509, and we will trouble shoot a solution with you.

m-Time Membership

What is an m-Time membership?

m-Time memberships give parents access to Moncierge sessions and create a space for self-care and family bonding. Members enjoy Moncierge sessions from only $33/hr, are given a dedicated Moncierge, have the ability to purchase our add on services, and enjoy access to our m-Time parent community, newsletters and promotions.

Members can have Moncierge sessions on a fortnightly, weekly, or twice weekly basis. Members are also welcome to add more hours to their session as often as they’d like and are able to request more frequent Moncierge sessions if they need more support.

Becoming a member has a one time sign up fee of $45.

What happens after I become a member?

1. You’ll be sent a welcome booklet and questionnaire to complete in your confirmation email.
2. Within 7 days of completing the questionnaire, you’ll receive an email with your Moncierge’s bio, their photo and details of your session time. Please expect a quick call from your Moncierge a few days before your first session.
3. And that’s it! Your Moncierge will come to your home and you’ll start your first session!

Is there a minimum purchase length?

We have a two session minimum subscription for all membership plans. For most of our clients, their second session is when they start to feel their at-home stresses disappear, as they’ve had a chance to see just how flexible their Moncierge is and how quickly the quality of their sessions improves with repeated use.

If you decide not to continue with the service, let us know within five days of your second session and we’ll give you back your $45 sign up fee. You’ll be given a text message during this period to check in. To continue or cancel the service you’ll just need to reply.

Customers who cancel their service more than five days after their second session will not be refunded their sign up fee.

What does the sign up fee cover?

The $45 sign up fee covers all administrative and processing costs involved in onboarding you as a member and also covers all ongoing consulting, communication and management costs.

This means that we are able to offer you constant support, troubleshoot any issues you may have with your Moncierge on your behalf, and ensure that quality is maintained for all of your sessions.

It is a one time fee.

What does my membership fee cover?

Your membership fee covers the cost of your Moncierge sessions in accordance to the frequency you chose upon joining. If you choose to use your session time for home cleaning, this cost is fully covered as part of your membership fee.

For out of home tasks that require your Moncierge to use a  car (such as picking up kids or running errands around your suburb), the m-Time Uber account will be used and we will invoice you the cost (no markups).

Your fee does not include the cost of any goods or services your Moncierge buys on your behalf during your session (such as groceries, sending mail, etc.). You will need to give your Moncierge the funds to purchase these goods, or inform us that you’d like us to send you an invoice.

Sessions that fall on Australian Public Holidays incur a 30% surcharge. We will be in touch prior to the date of your session to ask if you would like to change the date or accept the surcharge.

How does billing work?

Your sessions are billed on a weekly or fortnightly basis, in accordance to your frequency selection when signing up for our services.

Your subscription is renewed automatically. Subscriptions renew each  week.

Any additional costs incurred during or ordered for your session (e.g. the $5 out of home task fee, additional hours, cost of groceries, etc.) will be sent to your email via invoice and charged to the billing details provided upon joining.

If your company subsidises your m-Time membership, please be sure to use your company email address and enter the company code at checkout to ensure you receive your discount.

What happens if I have to change or miss a session?

That’s no problem at all! Email or call us at least 24 hours before your session and we’ll reschedule it for you.

Cancellations within 24 hours of your session incur a 50% fee of the individual session cost.

I'm going away for a while, can I pause my membership?

Of course! Just call or email us and we’ll pause your membership for up to six months.

What if I want to cancel my membership?

To cancel your membership, please do one of the following:

  • come to our website, log into “My Account” then follow the prompts;
  • text or call us on: 04 2221 4509;
  • email us on: hello@mtime.com.au

Cancellations incur no fee as long as the cancellation is made at least 72 hours prior to your next session. Membership cancellations made within 72 hours of your next session will result in the forfeit of your upcoming session cost.

Cancellation of membership prior to the minimum purchase duration of two sessions incurs a $99 fee.

Are you insured?

Yes, we are insured for up to $10 million.

Okay I'm sold. How do I become an m-Time member?

Just click here.

Additional Services

Do you service parents of children with special needs?

Yes we do! When you join, you’ll be asked to explain your child’s needs in your membership questionnaire. We may also contact you to ensure we fully understand how best our Moncierges can meet the needs of your family.

As is standard practice for our service, we don’t encourage the use of Moncierges for childcare straight away. This is because we believe there should be a rapport and trust built between our families and Moncierges first. For parents of children with special needs, we have the same policy.

Do you do gift vouchers or gift packages?

Yes we do! Our gift packages can be one day treats or long term subscriptions. To see our gift packages please click here.

To buy a gift voucher, please click here.

How do I use my gift voucher?

Just give us a call on 04 221 4509 and we’ll set up your gift on the phone.

Do you offer full time Moncierge service?

Unfortunately not. If you require more frequent sessions please email us on hello@mtime.com.au.

Do you do on demand Moncierge service?

We will soon. Watch this space!

Where can I find your child protection policy?

Can't find the answer you're looking for?

Contact us

Call or text us on: 04 2221 4509

Email us on: hello@mtime.com.au

Direct Message us on social: @mtimeservices

Or submit an enquiry here.

We're Available in Melbourne, More Cities to Come!