What happens if I make an overpayment?

Any overpayment will be credited toward your next invoice. If you find that the overpayment causes financial strain, you can request a refund from us.

I have made my first payment. Can I cancel my place?

Yes, you can cancel your place, but if you've already attended a settling session or started normal sessions, you'll be subject to our Termination Notice Period, which means you cannot terminate within the first 6 months of joining us. Early termination may be considered if you wish to cancel before your settling-in session, provided you can provide evidence of job loss. Please note that fees paid are non-refundable, and approval of your request is at our sole discretion.

I lost my job or moved after starting nursery. Can I cancel my place?

Yes, you can, but you'll still be subject to our Termination Notice Period, which means you cannot terminate within the first 6 months of starting with us. We may consider early termination if you've lost your job or moved more than 5 miles away from any of our nurseries, provided you can provide evidence. However, the approval of your request is at our discretion. If you're waiting for a place in another preferred setting, we advise against entering into an agreement with us as we don not offer temporary placement.

How do I pay?

You can pay your childcare fees using cash, childcare vouchers, or Tax-Free Childcare. Bank transfer or childcare grant payment is also accepted if you're a student. If your fees are covered by the college, we'll invoice them directly.

When should I make my first payment?

Make your first payment as soon as possible to secure your place. We allocate places on a first-come, first-served basis. Once we confirm your place, it will be reserved for 7 days. After this period, please check with us before making any payment, as availability may have changed.

What are the main points of your payment terms?

Cancellation or reduction of a private funded place is only permitted after 6 months of attendance, unless under exceptional circumstances at our discretion. You can submit your Termination or Reduction after being with us for 6 months. Our end dates are December 31st, March 31st, and August 31st. You can increase your sessions anytime, subject to availability, and change days once a year.

To terminate a place after six months of joining, us, you are required to give notice by completing the online termination form at least 8 weeks before the end of the current term to terminate at the end of the following term.

When can I terminate my childcare place?

You can terminate your childcare place six months after starting with us, provided you give notice at least six weeks before the end of the current term. This will allow the termination to take effect at the end of the following term.

Our Termination Dates are 31st December, 31st March and 31st August.

For example,

- If you wish to terminate on the 31st of December, we advise that you give notice by the first week of July.

- If you wish to terminate on the 31st of March, we advise you give notice by the first week of November.

- If you wish to terminate on the 31st of August, we advise you give notice the first week of February.

I am due to go back to work and rely on Universal Credit for my first childcare payment. Can you help me?

Yes, we can help. Complete the Enquiry form and book a visit or call for further assistance. You may also ask your coach for the FSF2 Childcare Cost - Job Centre Plus Agreement and Provider Claim form for additional support.

I work and hold a Funding Code but I don't want to attend Mixed sessions. Can I register with you?

No, as of April 1st, 2024, if you work, we can only offer you Private or Mixed sessions unless you or your partner are on low income and one parent is unemployed. We offer term-time attendance at a lower rate. Please review our Private or Mixed Place Sessions Structure for more information. We do offer Gov. Funded sessions to non-working parents.

I want to start part-time and increase at a later date. Is this okay?

Yes, it's possible if agreed upon before starting with us. We can offer you up to one month of part-time sessions and increase as agreed. This approach is often taken to help children settle gradually before parents return to work and to manage costs. If not agreed before registering, you'll need to provide appropriate notice to decrease your sessions after the first six months. Initially, you may pay more than usual as your first part-time sessions won't be spread out.

I qualify for government funding but can't obtain a code. What should I do?

Please double-check the eligibility criteria and contact the government advice line for assistance. This issue can often be easily resolved.

I have a code. When can I use it?

• 6-digit code: You can start the term after your child turns 2. If your child is 2 before the start of the term you wish to begin, you can start in the same term you obtained your code.
• 11-digit code: You can start the term after obtaining your code if your child turned 2 before the start of the term you wish to begin. However, you cannot start in the same term you obtained your code unless you join us privately. From September 2024, you can start the term after your child turns 9 months subject to obtaining the code the term before.