FAQ

About Kango

What is Kango?
Kango is an app-based service that enables you to schedule rides and childcare for kids, from preschool to high school. Whether your child needs a ride to school every Monday or needs to get to soccer practice everyday after school, you can trust Kango to help get your kids where they need to go.

In the San Francisco Bay Area, Kango has pre-screened drivers and sitters available to help busy families. Additional locations coming soon!

All pre-screened Kango drivers and sitters have experience caring for kids and must pass our rigorous selection process, which includes in-person interviews, background checks, fingerprinting, and more. When you sign up, you gain access to this group of providers and can request their help whenever you need it. The Kango service is fully insured and licensed by the Public Utilities Commission.
What makes Kango different?
Kango is a ride-sharing service for kids. Created by parents whose children also use the service, Kango understands today’s families and has built a service to support them, so that each family member can safely get where they need to go.
  • Kango is safe. All drivers and sitters pass a rigorous screening process and can be interviewed beforehand, to make sure your family is comfortable.
  • Kango is personal. We connect you to the right driver or sitter for your request and you can call or message them directly from the app.
  • Kango serves kids of all ages. No mobile phone required. Booster or car seats are available for free upon request.
  • Kango provides rides, babysitting, or a combination of both.
  • Kango gives you a way to connect and chat with nearby parents, for free. Sometimes the help of another parent is all you need!
Where is Kango available?
Kango has drivers and sitters throughout the San Francisco Bay Area, from San Francisco north into Marin, south throughout the Peninsula, South Bay and San Jose, East Bay including Berkeley Oakland, north to Richmond/Pinole and south to Fremont/Milpitas, east to Contra Costa county and TriValley.
For a detailed list of Bay Area cities where Kango's Rides and Care service is available, please see the Kango Service Area FAQ below.

If you would like to verify whether our Rides and Care service is available in your area, please email us at support@kangoapp.co or give us a call at (415) 494-9957.
Is there a restriction on age or number of children that can use Kango?
Kango is able to take care of children of any age. For rides, we ask that children under the age of 2 years old be accompanied by a parent or guardian. If your child requires a car seat or booster seat, just let us know and we’ll provide one at no extra charge.

Our sitters can care for several children at once, as long as it is agreed in advance. Our drivers can drive as many children as fit safely in their cars - ranging from approximately three in a sedan up to five in a minivan.
For rides, does my child need to have a mobile phone?
No. Children do not need to have a mobile phone in order to ride with Kango. Before the ride, we make sure we have all the information we need in order to pick up, transport, and drop off your child(ren) safely. We are in touch with our drivers before, during and after the ride.
How much does the Kango service cost?
Kango is available as a monthly subscription:
  • Introductory membership fee: $9/month
  • Ride fare: Varies by time and distance traveled as well as a $1 safe ride fee.
  • Sitter rate: Ranges from $15-20 per hour for a single child. Additional children may cost more.
For rides, there is a minimum fare of $16.
For babysitting, there is a minimum duration of one hour.
Why is there a subscription fee for Kango?
Your subscription enables us to ensure that the most reliable, safest drivers and sitters are available to you. Our rigorous screening, compliance, and operations support are ongoing activities at Kango that go well beyond the initial vetting of candidates:
  • Periodic background checks
  • TrustLine verification (includes fingerprinting)
  • DMV record checks
  • Vehicle safety inspections
  • Driver and sitter training
  • Car seat and booster seat availability
  • Commercial insurance coverage
  • Operating permit issued by the Public Utilities Commission
How am I billed for my subscription?
Your subscription starts when you book your first driver or sitter. Your first month is free and then we will bill you on a monthly basis.

Note: Rides and Babysitting charges are billed separately at the time they occur.
Can I cancel my Kango subscription?
Yes. If you are unsatisfied with the service or no longer have a need for it, you can cancel your subscription at any time by emailing us at support@kangoapp.co. You will still have access to the service through the end of your pay period and then it will be disabled and you will no longer be charged.

After you cancel, you can still use the app to connect with your Kango community groups at no charge.

Kango Rides and Care Service Area

Where does Kango have drivers and sitters?
Kango is available throughout the San Francisco Bay Area, in the following locations : San Francisco, Daly City, South San Francisco, San Bruno, Millbrae, Burlingame, Hillsborough, Belmont, San Carlos, San Mateo, Redwood City, Menlo Park, Atherton, Palo Alto, East Palo Alto, Mountain View, Sunnyvale, Cupertino, Los Altos, Santa Clara, Campbell, Los Gatos, San Jose, Milpitas, Fremont, Union City, Hayward, Dublin, Pleasanton, Livermore, TriValley, San Ramon, Danville, San Lorenzo, San Leandro, Alameda, Castro Valley, Oakland, Piedmont, Rockridge, Berkeley, El Cerrito, Albany, Richmond, Lafayette, Orinda, Walnut Creek, Concord, Pittsburg, Martinez, Sausalito, Tiburon, Mill Valley, Corte Madera, San Rafael, Larkspur, San Anselmo.

Signing Up

How do I sign up for Kango?
Download Kango for free in the iPhone and Android App Stores. You can sign up using your name, email address and password. Entering your mobile phone number is optional.
Do I need to enter my mobile number in order to sign up?
Entering your mobile phone number is optional. But it will help you communicate with the Kango drivers and sitters.

Your mobile number will not be displayed publicly.
If I previously signed up with Facebook, why do I need to enter a password in order to log in?
If you previously signed up with Facebook, you will be asked to validate your Kango account by choosing and entering a password for it. Once you have chosen and entered a Kango password, you will be able to log in to Kango using your email and password, the next time you return to the app.
Is there a fee to use the App?
The Kango app’s basic features are free. There is no charge to install the app and you can join neighborhood and school groups to connect with nearby parents for free.

When you are ready to book Kango drivers or sitters, you can sign up for a subscription and then request what you need. Prices vary according to the type and duration of service required.

Booking Drivers & Sitters

How do I book a driver or sitter?
  1. Open the app and go to the Kango home screen
    Tap the icon that corresponds to what you need:
    Drivers for rides
    Sitters for childcare
  2. Fill out the Quick Request Form
    Select one more more children, add location details and any special needs
  3. Post your Request
    Your request will go out to the pre-screened Drivers and Sitters in your area. If you have expressed a preference for one or more specific drivers or sitters, your request will be posted to them, first. If a driver or sitter is available and accepts your request, you will receive a notification in the app. You will then be able to message them directly via the app, if desired.
Can I schedule an interview with a driver or sitter before I book?
Yes! On request, you can meet your driver or sitter ahead of time so that both you and your child feel comfortable. You can even go for a ride-along with a driver.

Your first interview is free. Booking rates apply to subsequent interviews.
What if my child requires a car seat or booster seat?
No problem! Just specify whether you need Kango to supply a forward-facing car seat or booster seat when you set up your child's profile and that information will automatically be included with your request. We will arrange for your driver to have the seat safely installed in the car before pickup.
What if I need a driver to babysit my child before drop off or after pickup?
Our drivers can also babysit. Please indicate your needs when you submit your request so we know how many additional hours of babysitting are required - or post two separate requests and we will process them together.

Ride fares will apply for the ride itself and Sitter rates will apply for babysitting hours.
Are Kango drivers available for car pools, where children from several families can share the ride?
Yes! Please indicate the details of what you need when you submit your request, and we can contact you individually if we need additional information.
Can I request a specific driver or sitter?
Yes! How to request a specific driver or sitter: Simply specify your requested driver or sitter’s name in the Notes section of your request.

Some reasons you might want to request a specific driver or sitter:
  • Your friend used this driver or sitter before and recommends them
  • You used this driver or sitter before and your kids loved them!
  • You viewed their profile and think they’d be a great fit for your family
How do I stay in touch with a driver or sitter while they are taking care of my child?
Your driver or sitter will comment or message you via the app so you are always in the loop. Please keep in mind they cannot text while driving! You can also use the app to track location in real time or call your provider if you need to talk.
How do I pay a driver or sitter?
When a ride or babysitting event ends, open the Kango app and tap the Pay button to pay your Driver or Sitter. Tips are optional.

If you don’t pay on your own via the app, we will process payment automatically for you within 24 hours.
Can I set up recurring rides and childcare with drivers or sitters?
Yes! Please indicate the details of what you need when you submit your request and we will contact you individually if there are any questions. While we do our best to find drivers and/or sitters who can help you as many times as possible, we cannot guarantee that it will always be the same person.
Can I save a location to reuse on future requests?
Yes! If you add an address for a new location when creating a request, it will automatically be added to your list of previously used locations. Each time you make a request, you can select that location again.
What is your cancellation policy if I need to cancel a ride or sitter request?
If you cancel a confirmed ride or childcare request more than 24 hours before the date and time that it is scheduled to start, there is no cancellation fee. Similarly, if you cancel a request that was never confirmed (e.g. never assigned to a driver or sitter), no fee will apply.

If you cancel a confirmed request less than 24 hours before it’s scheduled to begin, a cancellation fee will apply to cover the cost of your driver or sitter’s time:
  • For ride requests, we will charge you the estimated cost of the ride (low end of the estimated range)
  • For childcare requests, we will charge you 50% of the estimated cost. However, if you cancel less than 1 hour before the sitter is supposed to arrive at your door, then we will charge you the full estimate.
We understand that last minute changes do arise, especially when managing kids’ schedules. In that spirit, we will waive the fee for first-time cancellations. If you cancel more than once, then fees will apply.

Becoming a Driver or Sitter

How do I apply to be a Kango driver or sitter?
To apply, please submit your information online at www.kangoapp.co/drivers. Feel free to email us at contact@kangoapp.co with any questions.
What information will you need from me?
To get started with your Kango application, all we need from you are your name, email, phone number, experience, and type of position desired (driver or sitter). After you submit your application online, we will contact you and let you know what additional information we need. Our screening process includes a background check, in-person interview, and fingerprinting, among other things.
What kind of car do I have to own?
All driver applicants must own a safe vehicle which is 10 years old or younger. Vehicles must pass a 19-point vehicle inspection done by a certified mechanic.
How are my jobs scheduled?
As a Kango driver or sitter, you have the flexibility to pick the rides or sitter jobs that best fit your schedule. Kango posts jobs in advance, so that you can have as predictable or as flexible a schedule as you want.
How do I get paid?
Parents pay for rides and sitter jobs cashlessly, via the Kango app. Payments are made to drivers and sitters promptly via direct deposit.
Can I get tips from parents?
Yes! Unlike other services, Kango encourages parents to tip their drivers and sitters, and provides an easy way to enter a tip via the app. Any tips are included with the payment for the associated ride or sitter job.
How does Kango support me as a driver or sitter?
The Kango operations team is always there to support our drivers and sitters every step of the way. You can call or message us anytime, and we’ll be happy to assist you in any way we can - before, during, or after a ride or sitter job. We are there for you!
What is the Zero Tolerance Policy?
Kango is committed to a zero tolerance policy for drug and alcohol abuse, use of a mobile device (texting) while driving or engaging in inappropriate conduct while providing services for Kango. Any drivers or sitters who violate this policy will be removed from the program.
How does the insurance work for drivers?
Kango has commercial auto liability insurance which covers drivers on the Kango platform. As long as you have valid personal auto insurance that meets state requirements, you are not required to have additional insurance.

Kango’s commercial auto liability insurance provides coverage up to a $1,000,000 limit per occurrence, for bodily injury or property damage caused by you to passengers and/or third parties. It also provides coverage up to a $1,000,000 limit, for bodily injury of drivers and/or passengers for damages caused by an at-fault underinsured or uninsured motorist.

You can learn more about what is covered by Kango's commercial insurance here.

Safety

How do you pre-screen Kango drivers and sitters?
Each Driver or Sitter must pass our Kango Safety Check:
  • Trustline certification in California (includes fingerprinting)
  • Background check (includes criminal and sex offender searches from multiple states, counties and databases as well as check for multiple aliases)
  • DMV check (from multiple states, counties and databases)
  • Vehicle inspection
  • Phone screen
  • Two reference checks
  • In-person interview
All Drivers and Sitters must also complete in- person training before becoming available for booking.
Can I meet a Kango driver or sitter before they take care of my child?
Yes! On request, you can meet your driver or sitter ahead of time so that both you and your child feel comfortable. You can even go for a ride-along with a driver.

Your first interview or ride-along is free. Regular booking rates apply to subsequent interviews or ride-alongs.
How do I keep track of my child while they are with a Kango driver or sitter?
The Kango app gives you several tools to keep track of your child:
  • Check the status of your request on the home screen when you open the app
  • Tap to track the location of your driver or sitter via the app’s map
  • Tap to send a message to your driver or sitter in the app
  • Tap to call your driver or sitter directly via the app
Can I message or call a Kango driver or sitter directly?
Yes! We want you to have a direct line to communicate with your driver or sitter. You can go to the Request Details screen to:
  • Send a message to your driver or sitter using the app’s chat functionality
  • In addition, during a job in progress, you can go to the Home screen to:
  • Send a message to your driver or sitter using the app’s chat functionality
  • Call your driver or sitter directly
How does insurance work?
Kango is licensed by the California Public Utilities Commission as an official "Transportation Network Company (TNC)." Kango is specially licensed and insured to transport children. The company holds several commercial insurance policies including auto liability insurance. These policies cover its drivers and sitters service, and meet or exceed regulatory requirements.

Connecting with Other Parents

What tools does Kango offer to connect with other parents?
As part of its mission to support families, Kango knows that sometimes other parents can be a great resource. We try to facilitate that connection by providing you with tools to connect and communicate:
  • Join neighborhood and school groups in your community
  • Create your own group of fellow parents
  • Invite friends to join
  • Use the app’s Chat functionality to coordinate with friends or groups
  • Post car pool or play date requests
What is a Nearby Group?
A Nearby Group is a group of Kango users located near you. Examples include local schools, neighborhoods, Mom’s groups, organizations, and more. Members of a Nearby Group do not need to be connected to each other in the Kango app, in order to belong to the same Nearby Group.
How do Nearby Groups work?
  1. Click into your 'Me' Profile screen, then click on 'Nearby Groups.'
  2. The Nearby Groups screen displays:
    • Groups that you are a member of (My Groups)
    • Nearby Neighborhood Groups (the neighborhood groups closest to you)
    • Nearby School Groups
You can also search for Groups on the Nearby Groups screen. Type the exact name of the Group you’re looking for. Search results are limited to groups within a certain radius of your location.
How do I join a group?
Kango gives you the flexibility to join the group(s) that works best for you. Go to the “Me” profile screen and tap on 'Nearby Groups.' There you’ll find:
  • Neighborhood groups that are closest to you
  • School groups in your area
You can also search for Groups on the Nearby Groups screen. Type the exact name of the Group you’re looking for. Search results are limited to groups within a certain radius of your location.
How do a I create a group?
You can create groups in two ways:
  1. To create a new public group in Kango, go to Me > Nearby Groups and tap the “+” (iPhone) or Add (Android) in the top right corner.
  2. To create a private group, go to Me > Private Groups and tap the “+” in the top right corner (iPhone users) or the “Create new private group” button on the bottom of the screen (Android users). Enter a name for your group and select friends to include.
What privacy options do Groups have?
  1. Public Groups do not require approval to join.
  2. Restricted Groups require approval by the Group Owner in order to join. The Group Owner’s email address is designated on the group creation screen.
  3. For additional privacy features, such as hiding group member lists from non-members, please email support@kangoapp.co. We’re happy to help!
How can Kango help my school or organization?
If you are affiliated with a school, mom’s group, sports team, church, and other organization, Kango can help parents coordinate carpools, playdates, childcare, and more. Kango is easy. Simply invite parents to download Kango and join your group. Parents can easily see who’s nearby and request or offer help to anyone in the group. Send chat messages and share photos/locations with the group or individually (no more long text trails or emails!). Timely reminders and notifications help everyone stay in the loop.
How do I invite friends to Kango?
When you are logged in to Kango, go to the Home screen and tap the Add Friends (person with ‘+’) icon at the top right of the screen. You will be presented with 2 options:
  1. Invite contacts by SMS or email. Simply invite a friend from your contacts list.
  2. Find and Invite your friends in Kango by name or email. Search existing Kango users by name or email. People who are already using Kango will appear with a ‘Connect’ button. If you search using the email address of someone who is not yet in Kango, you will be prompted to invite them from the search screen.
Why do I need to enter a mobile number to invite a friend via SMS?
To invite a friend via SMS, we need your mobile number in order to send it. Please enter your (US: 10-digit) mobile number when prompted. Your number will not be shared nor displayed publicly. If you prefer not to enter your mobile number, you can invite your contacts by email addresses, or use ‘Find and Invite.’
Who are suggested friends?
When you click into “Invite Friends” screen, a list of Suggested Friends may appear. Suggested Friends can be any of the following:
  1. People who are members of groups that you belong to
  2. People who are connected in Kango with a mutual friend, or
  3. Nearby Kango users who registered in Kango, with a geolocation close to yours

NOTE: If you do not see any Nearby suggested friends, enter your home address in Kango (go to Me > Settings > Account). Then return to the Invite Friends screen to see Nearby suggested friends. Your address will not be shared nor displayed publicly. (ANDROID Kango users: Navigation to Settings may vary by handset type)
How do I chat with friends or groups?
  1. Go to the ‘Chat’ screen by tapping the Chat on the menu part.
  2. Tap the ‘compose’ icon at top right of the Chat screen.
  3. From your list of friends and groups in Kango, select one or more friends, or one group to chat with you, and tap ‘Done.’
  4. Then, you will go to the messaging screen. You can enter text in the space next to the ‘+’ icon at the bottom of the messaging screen. Or, tap the ‘+’ for more options, such as sending a photo or sharing a location.
How do I enter and share a request for a school pool or playdate?
  1. Go to the Kango Home screen Tap the icon that corresponds to what you need:
    • School Pool (Carpools, as well as walk/bike pools)
    • Playdates
  2. Fill out the Quick Request Form – Select one or more children, add location details and any special needs.
  3. Share Your Request – By default, your request is set to be shared to all your friends in Kango. You can choose to post your request for yourself, specific friends, or to groups you belong to. Don’t forget – you can also share your request via email or SMS with friends who are not using Kango!
Can I share a request with someone who isn’t using the Kango app?
Yes!
  1. On the Home screen, select and tap the icon that corresponds to the type of request you need. Fill out the form, and click 'Next.'
  2. To share your request via email with friends who are not using Kango, scroll down to see your ‘Contacts’. Select your friends’ phone numbers or email addresses, then tap ‘Share.’
  3. Your friend will be able to accept your request via email or the mobile webpage (if sent to SMS.)
What types of privacy options are available for my group?
We recommend the Restricted privacy setting for schools and organizations. When you create your group, you can set the group to Restricted, and designate a group owner to approve new group members. If you need to change your group setting from Public to Restricted, send us an email at support@kangoapp.co, and we would be happy to help! Additional privacy features are also available, such as hiding group member lists from non-members. Please email us at support@kangoapp.co, and we can set this up for you!

Managing Settings

How do I add or change my profile photo?
  1. To add or change your profile photo in the app, go to 'Me'.
  2. Tap the profile photo area to the left of your name. You will be given options to add or change your profile photo.
If your profile photo was previously imported from Facebook, the new profile photo you select will replace the Facebook profile photo.
Can I sync my Kango schedule to my phone’s calendar?
Yes! Your Kango schedule can be easily synced to your phone’s calendar.

Instructions for iPhone
  1. Open the Kango app, scroll right on the bottom toolbar to the Me screen
  2. Tap the “Gears” icon on the top left, which takes you to Kango Settings
  3. On the Settings screen, tap Preferences and Privacy
  4. Toggle Sync Kango to Calendar to ON
Instructions for Android
  1. Open the Kango app, scroll right on the top toolbar and tap on the Me screen
  2. Tap the three vertical dots icon on the top left > Tap on Settings
  3. On the Settings screen, tap Preferences and Privacy
  4. Toggle Sync Kango to Calendar to ON
Can I change how and when I see notifications and reminders?
Yes! You can determine which events you want to receive notifications for. You can also choose how far in advance of a request, you want to be reminded – up to 1 hour ahead of time.
To set your preferences, go to Me in the bottom menu (top menu on Android), then Settings (upper left icon), then Notifications. ANDROID Kango users: navigation to Settings may vary by handset type
How do I restrict visibility of my profile so that I don’t appear in ‘Nearby Friends’ or in ‘Find and Invite’ search results?
To be excluded from the Nearby friends list in Suggested Friends, go to Me >Settings (top left ‘gear’ icon) >Preferences and Privacy. Set ‘Show profile in Nearby friends’ to OFF. To be excluded from ‘Find and Invite’ search results, set ‘Show profile in Search results’ to OFF.
NOTE: Only friends who are connected to you in Kango, can see the ‘Children’ information section of your profile. ANDROID Kango users: navigation to Settings may vary by handset type
What happens if I connect my Kango account to my Facebook account?
If you connect your Kango account to your Facebook account, Kango will display your Facebook profile photo, in your Kango profile only IF you do not already have a Kango profile photo.
If you wish, you can also turn ON the ability to post Thanks to your Facebook timeline. If you turn that option ON: when you thank someone for helping you out in Kango, your thanks will be posted on your Facebook timeline. At any time, you can change your preferences so that thanking someone does not post to Facebook. To do this, go to Me, then Settings (upper left icon), then Preferences and Privacy. ANDROID Kango users : This feature is not yet available on Android. Please stay tuned!