Terms & Conditions of Service – Wise Owls Childcare Day Nurseries
For the purposes of this document Wise Owls Day Nursery (part of the Wise Owls Club group) shall hereinafter be called ‘The Nursery’ and those wishing to use the services of Wise Owls Day Nursery, shall hereinafter be called ‘The Client’. For administrative purposes Wise Owls Head Office will be referred to as ‘the Office’.
The Nursery will only undertake business on these following Terms and Conditions, each of which shall be incorporated or implied in any agreements between The Nursery and The Client. No variations of these Terms and Conditions shall be binding unless expressly confirmed by The Nursery in writing and signed by the Director of The Nursery. The Client is bound by these Terms and Conditions once they commence using the services of The Nursery. The Nursery reserves the right to vary these Terms and Conditions and the latest version is available on The Nursery’s website. The Client shall be bound by these Terms and Conditions on acceptance of a childcare place. You will be informed via email if these Terms and Conditions are updated and it is your responsibility to view them.
Operating Hours
The Nursery acts as a registered OFSTED childcare facility for children from Monday to Friday, during 51 weeks of the year and between the hours published on the Opening Hours page on the Nursery website at www.wiseowlschildcare.co.uk.
Registration
Once you have received your nursery place offer via email, you will have 48 hours to accept the nursery place. Your nursery place will only be confirmed once the steps of the current Bookings Policy are completed.
Personal information
The Client takes full responsibility to maintain up to date personal contact details and their child’s details stored in the digital app in order to protect the safety of the child. The Nursery is legally required to hold accurate and complete information necessary for safeguarding and providing appropriate care. Failure to do this could result in The Nursery not being able to contact The Client in an emergency. Social Services may be contacted in these circumstances. Furthermore, The Nursery reserves the right to discontinue providing care until the required information is provided.
The Nursery may contact the Client by addressing both Parent 1 & 2 on the digital app and it is therefore vital that this information is correct at all times and that email communication from The Nursery is read without delay. The Client undertakes to read the Wise Owls Privacy Policy https://www.wiseowlschildcare.co.uk/privacy-policy/
Attendance
Minimum attendance is 2 days. For funded places, there will be a minimum attendance requirement, this may vary depending on the age of your child. Please refer to our current fees for this information. Funded only sessions must be discussed solely with Head Office and waiting lists may apply.
All bookings must include either a Monday or Friday (subject to availability).
Changes or Cancellations before your child’s start date
Please ensure you have read our Bookings Policy here to avoid any unnecessary charges if changes are made to your booking before your child starts nursery.
Changing or Cancelling All or Part of Your Booking for Children currently attending
Cancelling all or part of your booking must be sent in writing to the Office by email to info@wiseowlschildcare.co.uk. Once submitted, the Office will acknowledge receipt of your email. If you do not receive confirmation of receipt within 5 working days, please contact the Office directly. If this process is not followed, you will be invoiced for the originally booked sessions with full payment due by the 1st of each month.
If you plan to withdraw your child from the nursery completely, a minimum of two (2) months’ written notice is required but your soonest opportunity is appreciated. This applies to full cancellations of your booking. Once submitted, the Office will confirm the final day of attendance. They will also advise our process for the return of your deposit which will need to be actioned within a 6-month period to obtain its return. This process must also be followed for children moving on to school. Please also be aware any sessions taken during the September your child is enrolled in school are charged in full with no funding allocation.
If you plan to withdraw your child from some of your booked sessions (reduce your days), two (2) months’ written notice is required. This process also applies to any upcoming changes that have been confirmed by the Office. The Office will acknowledge the notice being received and will start processing your request. Please be aware this could affect your entire booking which was given based on your original request. The two (2) months’ notice will commence once any changes to your booking have been confirmed. Be aware this could take 5 – 10 working days and will require your communication. It is your responsibility to be aware of when your 2-month notice period begins.
If you plan to change a session/sessions in your booking, two (2) months’ written notice is required. This process also applies to any upcoming changes that have been confirmed by the Office. The Office will acknowledge the notice being received and will start processing your request. Please be aware this could affect your entire booking which was given based on your original request and may result in the Nursery being unable to support the changes due to other bookings. It could also result in you being placed on a waiting list. Please be aware the two (2) months’ notice will commence once any changes are confirmed by the Office.
We cannot pause a booking. If the Client cancels a booked day, the Nursery will not be able to hold that space for you until a later date or guarantee that the space will be available when you wish to re-book it. The Client will be added to the waiting list for requested days.
Requesting and Cancelling Extra Sessions
If the Client wishes to book an ad hoc session, they must make the request via the digital app. Extra sessions will only be accepted 14-working days prior to the requested day and only if space is available, and operational arrangements such as food and staffing can be organised in time.
If an extra session has been approved by the Nursery and is no longer required, the Client must email info@wiseowlschildcare.co.uk to cancel the session with a minimum of 7-working day’s notice or charges will apply.
If an extra session is booked and approved within 7-working days of the session, full fees will be charged in the event of non-attendance.
For any extra session requested through the app not approved, should be cancelled via the digital app.
Once a request for an extra session has been approved by the Nursery via the digital app, this session will be added to the Client’s next invoice and must be paid in full on 1st of the month.
Refunds will not be given for non-attendance under any circumstances for sessions cancelled within 7-working days of the session date.
Extra sessions are not transferrable.
Childcare Fees
Nursery fees are paid in full for one month in advance of care. The Nursery must receive full payment by 1st of each month. The Client is to set up a Standing Order for the fees due on the 1st of the month using the billing reference number shown in your digital app account.
Fees are payable for the entire month. Payment, including voucher payments and Tax-Free Childcare (TFC), should be set up as a Standing Order for 1st of each month to cover the entire invoice.
Fees are charged for full periods, including bank holidays and inset days if they fall in the week. Fees are calculated by the daily rate x 51 weeks / 12 months. We do exclude the week over the Christmas break from our charges, however, if you leave part way through the month of December, the Nursery will not deduct the closure week from your invoice.
If your child is absent due to illness or holidays, full fees are payable. We do not offer payment breaks.
If the Client’s booking starts after the 1st of the month, or the booking is amended mid-month, the Client’s invoice will be recalculated to reflect this and sessional charges may apply. The Client’s invoice in the following month will be annualised. If the Client is in receipt of childcare funding, this may be the full amount excluding funding if it is too late in the funding period to claim it or if we do not receive the relevant paperwork before our deadline. If the Client changes their booked sessions during a funded period, the Client may be liable to pay additional fees on top of the funded sessions. The office will advise the Client through the booking process, if changes to their booking will incur additional charges.
If The Nursery closes due to circumstances outside The Nursery’s control (for example, bad weather, diseases, health and safety issues, an Act of God etc.), The Nursery may not be able to operate and will contact The Client by e-mail in the first instance. Under no circumstances will The Nursery operate, if by doing so, the health and safety of children or staff within the care of The Nursery are at risk. No refund of the fee will be given under these circumstances.
The Nursery fees are reviewed twice a year based on operational cost. The Nursery undertakes to advise The Client of revised fees two (2) month’s in advance of the revised fees taking effect.
Details about the Client’s booking, fees, extra sessions and extras are all available for you to view in the Nursery’s digital platform.
If you have any questions about your invoice, The Client should email accounts@wiseowlschildcare.co.uk.
Paying by Tax Free Childcare (TFC)
The Client is advised to set up the TFC account and use it 31 days prior to returning to work. Both parents can set up standing orders into this account and then set up a recurring payment to the Nursery on 1st of each month. The Client will have to check eligibility every 3 months to ensure the payment schedule is not disrupted.
We also accept childcare vouchers, salary sacrifice schemes and the workplace nursery partnership. All payments are due prior to 1st of each month or additional charges will be incurred.
Failure to pay fees on time
If fees are not paid on time, a late payment fee of £5.00 per week will be added to the Client’s next invoice. If the Client has difficulty paying on time, the Client must contact Head Office to info@wiseowlschildcare.co.uk before 1st of the month.
Failure to pay fees could result in the child not being accepted at the Nursery without prior notice, and the Nursery may take legal action to retrieve the payment due.
Childcare Funding
For business and financial sustainability, the Nursery sets a quota at management discretion, on the number of 30 hours a week extended entitlement and 15 hours universal entitlement allocated, so the Nursery reaches capacity and also meets the needs of attending children.
For funded places, there will be a minimum attendance requirement, this could vary depending on the age of your child. Please refer to our current fees for this information. Funded only sessions must be discussed solely with Head Office and waiting lists may apply.
The Client is responsible for ensuring the funding eligibility code is refreshed as required by HMRC via the Government portal. If the Client’s code expires, the Nursery will not be able to claim funding in the new funding cycle and full fees (without funding allocation) will be payable.
The Client is responsible for completing all funding forms by the deadline provided by the Nursery. If forms are not completed on time, this will affect your ability to access funding and full fees will be payable.
The Nursery charges for hours outside the funded period. The hourly rates are available upon request. In addition, the Nursery charges for extra activities, consumables and meals. These are available upon request. If the Client chooses to provide meals and consumables, these must be provided at selected times by the Client and/or a storage fee may apply. The Nursery reserves the right to decline meals or consumables provided by the Client that do not meet health and safety requirements.
Collecting your child
The Client must collect the child by the end of the booked session, but should The Client be unable to do so in unforeseen circumstances, The Nursery must be notified of the revised collection time. There is then an additional late fee charge of £12.50 within the first 15 minutes after the nursery closing time. After this time, the Client will be charged the additional fee of the cost of two (2) staff members at full rates. The Nursery must be kept advised as to The Client’s expected arrival time. These terms have been devised in recognition of the fact that The Nursery’s staff have other commitments after their working day.
Reporting Absence
If The Client’s child is unable to attend a session due to illness or other activities, The Nursery should be notified via the digital app at your earliest convenience. You must ensure to follow our sickness policy regarding infectious diseases and sickness.
Full fees are payable if your child is absent.
Safeguarding
By registering your child, the Client accepts that emergency services may be contacted (as required) and staff are authorised to sign consent forms required by hospital authorities if the Client’s child’s life is in danger.
The Client accepts that the child may receive first aid treatment by a First Aid trained member of staff if required. The Client consents to a First Aid trained member of staff to administer medication i.e. Calpol, Piriteze, if required in an emergency and if the Client cannot be contacted.
The Client must adhere to the safeguarding policy and procedures, including the process for informing the Nursery about their child’s allergies, dietary requirements, medical or special education needs. As well as signing accident and incident forms on the digital app within 7 days of the accident being reported.
Liability
The Nursery endeavours to maintain the highest standards of health and safety at all times. We have vigorous checks in place; however, The Nursery cannot be held liable for unforeseen accidents which are out of our control. The Nursery accepts no responsibility for children whilst in the care of their parents when on The Nursery premises i.e. prior to arrival or after pick-up.
It is the Client’s responsibility to ensure the child has all of their required belongings clearly named. The Client is responsible for ensuring their child is appropriately dressed for all weather conditions and has stable footwear for physical activities. The Client is responsible for providing clean drink bottles for their child each day including sterilised baby bottles.
The Nursery cannot be responsible for loss or damage to items brought to The Nursery from home. Lost property will be taken to charity shops one (1) week later. The Client must remove all belongings each day from the nursery.
Provisions
The Nursery operates in accordance with current Government regulation on ratios in the early years. Should the Client’s child require a 1:1 ratio, the child may attend The Nursery in the normal way accompanied by his/her carer (which may be arranged through the resources of the Local Authority).
The Nursery will provide a breakfast, morning snack, lunch and tea for your child during the nursery day, along with other consumables such as nappies, baby wipes, nappy cream and suncream. If the Client’s child is aged 3 and over and is still wearing nappies, the Client is required to provide all nappies, wipes & cream or pay an extra fee to the Nursery to provide this.
Digital Communication and Reporting
Wise Owls Childcare recognises the importance of keeping parents informed through digital platforms. However, our primary focus is on engaging with children in meaningful, hands-on learning experiences. Staff members will not spend excessive time on screens and will prioritise providing high-quality care and education.
While the Nursery endeavours to provide regular updates via the digital app, the frequency and timing of such updates cannot be guaranteed.
The provision of updates is subject to staff availability, internet access, operational priorities, and the child’s attendance within a given period.
The Nursery shall not be held liable for any perceived delays or omissions in digital updates.
It is The Client’s responsibility to read all communications from The Nursery sent out via email and the digital app. Communication will be sent to Parent/Carer 1 and invoices will be sent to the named Bill Payer.
Photographs
It is The Nursery’s practice to use photographs of children attending The Nursery for advertising, displays, social media, website and other promotional purposes, The Client should indicate appropriately on the digital app if permission for their child to appear in such images is withheld. The images will remain after the child has left The Nursery.
The Client accepts that it is a requirement of this booking that photos of the Client’s child will appear in the child’s Learning Journey and on the digital app, and that photos of the Client’s child may appear in the Learning Journey of other children where they have participated in a group activity.
The Client understands that by law, the Client is not permitted to share photos in the public domain of other children, without express consent from the parent/guardian of that child.
Supervised Outings
As part of our outdoor learning curriculum, the Client accepts that their child may attend supervised outings beyond the nursery.
Withdrawing childcare services
The Nursery reserves the right to withdraw its services if The Client’s child is disruptive and/or aggressive in such a manner as to pose a safety risk to the other children/ staff at The Nursery. A verbal warning will be given to the Client and if matters do not improve, The Nursery will demand the immediate removal of the child. The deposit will not be refunded.
Equally, if a Client is aggressive or rude to our staff at The Nursery or a child within our care, this behaviour will not be tolerated, and The Nursery reserves the right to withdraw its service with immediate effect. No refund of care or deposits will be received. If a parent is rude or aggressive towards our office team during a phone call, we will end the call as it is not tolerated.
The Nursery is dedicated to supporting communication with parents, managing bookings, and addressing genuine complaints. While we strive to be responsive, excessive or unreasonable requests that disrupt operations or place undue administrative burden on our team may result in restricted communication or, in extreme cases, cancellation of bookings. We will always address legitimate concerns through our established customer feedback and complaints process, but once a matter has been reviewed and resolved, repeated enquiries on the same issue may not receive further responses.
Recruitment
Clients are not able to employ any staff member of Wise Owls Childcare unless they have left our employment a minimum of 3 months prior. If the Client does so, a fee of 20% of their salary will be payable which is the cost to employ a new member of our team.
Any questions? Check out our Frequently Asked Questions.
Version April 2025