Terms & Conditions for KOOSA Kids Breakfast Clubs, After School Clubs & Holiday Clubs

1. PAYMENT 
We accept payment by Visa debit and credit cards, as well as Mastercard and Maestro, either online via www.koosakids.co.uk or by calling 01276 21884. Additionally, we accept payment through the Government’s Tax Free Childcare scheme and most types of Childcare Vouchers. Please note, we do not accept bank transfers, cash or cheque payments.

Payment by card, or confirming your payment option as Tax Free Childcare or Childcare Vouchers, confirms your acceptance of the booking terms & conditions. The named person on the booking confirmation accepts the booking conditions on behalf of all on the booking form.

Bookings completed with the payment option Tax Free Childcare or Childcare Vouchers are confirmed bookings and payment is due within 3 working days. Bookings are secured at this stage and payment remains due until the balance has been settled in full. To change your payment method or to pay by card, please call our office on 01276 21884.

2. BOOKING AMENDMENTS/LATE BOOKINGS 
Permanent Places Agreement Breakfast & After School Clubs

Any changes to the days of the week of your Permanent Places Agreement are subject to availability. To request a change to your permanent place (i.e. to swap contracted days), please contact KOOSA Kids to check availability. Availability is subject to current placements and any waiting list that may be in place. If permanent places are amended, an amended agreement will be issued detailing this. Any change to permanent places will commence from the start of the next booking period, not the current period. We are unable to swap permanent places on an ad hoc basis. Please refer to your Permanent Places Agreement for full terms & conditions.

To amend the contracted days of your Permanent Places Agreement for breakfast and/or after school club sessions, please email info@koosakids.co.uk or call 01276 21884.

Ad Hoc Bookings for Breakfast & After School Clubs

Bookings for breakfast club need to be made by 1pm the working day before you require the breakfast club session. Bookings for after school club need to be made by 6pm the working day before. All bookings are subject to availability. Bookings can be made 24/7 through the parent portal on our website www.koosakids.co.uk or by phone on 01276 21884 (Monday to Friday 9.30am – 6.00pm).

Booking amendments - ad hoc breakfast & after school club bookings 

Where a minimum of 7 full days’ notice has been provided, ad hoc breakfast and after school club bookings can be moved to other days within the same operating period, subject to availability. We are unable to move bookings from one operating period to another. 

Holiday Club Bookings

Bookings for holiday club need to be made by 6pm the working day before. All bookings are subject to availability. Bookings can be made 24/7 through the parent portal on our website www.koosakids.co.uk or by phone on 01276 21884 (Monday to Friday 9.30am – 6.00pm).

Where a minimum of 7 full days’ notice has been provided, holiday club bookings can be moved to alternative days, subject to availability.

Late bookings

For bookings requested after the booking deadline for each club type, places will only be offered subject to availability and reasonable notice. All late bookings will incur an automatic £5 administration fee.

3. CANCELLATIONS/REFUND POLICY 
It is not KOOSA Kids policy to issue cash refunds for any cancellations. If a credit note is issued (see below), the credit note will be valid for a period of 12 months from the date of issue.

HOLIDAY CLUB CANCELLATIONS (including child sickness):

We require at least 14 full days' notice of cancellation before the day your child is due to attend to issue a 100% credit note.

We require at least 7 to 13 full days' notice of cancellation before the day your child is due to attend to issue a 50% credit note. If you cancel your sessions without giving us at least 7 full days' notice before the day your child is due to attend, you will not receive any credit. 

BREAKFAST AND AFTER SCHOOL CLUB CANCELLATIONS:

We do not issue credit notes for breakfast and after school club cancellations unless the cancellation request is due to child sickness/injury, which keeps the child away from the club for at least three consecutive sessions. Sickness/injury will need to be validated by a doctor's note. A credit note will be issued for the fourth and any subsequent sessions which are missed due to the child sickness/injury.

4. LOST PROPERTY 
Please ensure that children do not bring valuable toys and belongings when attending our clubs. KOOSA Kids cannot be held responsible if they go missing. We cannot guarantee the return of lost property, but will endeavour to return items on request which we are able to identify. Parents will be required to pay the cost of postage. KOOSA Kids will keep lost property for a period of four weeks only. If it is left unclaimed after this period has expired, KOOSA Kids will distribute the lost property to local charities. 

5. PHOTOGRAPHY
From time to time we take photographs at our venues which may be used for marketing and promotional purposes. You will be asked to provide consent (or not) for your child's photographs to be used in this way when setting up your account. You can change your consent setting at any time by logging into your online account and clicking the 'Manage Account' button or by calling our office on 01276 21884. 

6. MEDICAL INFORMATION 
In order to care for your child in the best possible way, and for their own safety and wellbeing, KOOSA Kids require parents to provide full information on any relevant medical conditions, allergies, additional needs and/or dietary restrictions. 

You will be asked to provide the relevant information when registering your child to your online account. Alternatively, when making bookings by telephone, our team will request this information from you. We require you to check and confirm the information we hold for your child during the bookings process. Any changes to circumstances can be made through the 'Manage Children' button in the online Parent Portal or by calling 01276 21884. 

KOOSA Kids reserve the right to exclude children for whom full information (as described above) has not been provided, either from taking part in certain activities or (if felt necessary) from attending KOOSA Kids clubs altogether until full information has been provided. It is your responsibility to ensure we hold the correct information at all times and we reserve the right to cancel a booking at any time where there has been a failure to provide said information. No refund or credit will be issued in those circumstances. 

7. LATE FEES 
KOOSA Kids reserve the right to charge a fee for late collection of any children. If a child is collected after the allocated collection time identified on the booking confirmation, the parent/guardian will be subject to a charge of £8.00 per child. An additional £8.00 per child will be charged for every 15 minutes that passes, up until collection. 

8. SAFEGUARDING 
KOOSA Kids staff have a duty to respond if they suspect a child in their care may be suffering from abuse, or if a child makes a disclosure about abuse. In this event the relevant staff will follow the Safeguarding Children's Policy as detailed in our policies and procedures. 

9. RATIOS/AGE GROUPS 
KOOSA Kids ratio of staff to children normally exceeds all statutory requirements. The actual ratio varies between activities and age groups. KOOSA Kids does not offer any higher staff ratio than 1:8, irrespective of any child's additional needs unless specifically arranged and agreed prior to attendance. 

We always endeavour to group children within our advertised age groups, however due to a regulatory requirement to maintain staff to child ratio's, depending on the actual ages of the children attending on the day, we reserve the right to change grouping  to those advertised. 

10. LIABILITY 
KOOSA Kids does not accept liability for personal injury or death of any participants unless directly caused by the proven negligence of the company or its servants. 

11. INSURANCE 
All children in our care are covered by our Public Liability Insurance 

12. EXCLUSION/SUSPENSION 
KOOSA Kids reserves the right to exclude/suspend or refuse a child without notice, if we consider that their presence compromises the good atmosphere of the club. Transport home will be the responsibility of the parent and no refund/credit will be issued. 

13. PROGRAMME CHANGES 
KOOSA Kids reserves the right to amend its services and activity programme, content, times, dates and venue in the event of unsuitable weather conditions, failure of equipment, building faults and any other operational faults that may arise from time to time, without refund or compensation to the customer. 

14. POLICIES AND PROCEDURES
Copies of KOOSA Kids policies and procedures are available at the venue or can be sent to parents on request. 

15. ENFORCED VENUE CLOSURE 
If any KOOSA Kids club is forced to close due to the compulsory closure of its premises by order of a competent authority (e.g. School, Local Authority, Environmental Health Etc), due to bad weather (e.g. Snow, Ice, Flood etc), outbreak of a human infectious or contagious condition (e.g. Influenza, Meningitis, COVID-19), Industrial Action (teaching strike etc.) or for any other reason, customers will still be liable for any fees due/paid, during the entire period of closure. 

16. COMPLAINTS 
KOOSA Kids is committed to providing high quality before school, after school and holiday childcare and are always looking to improve our services. If you or your child are not entirely satisfied with the service we have provided, we would like to know about it. Any complaint should first be made to our Customer Service team (call 01276 21884 or email info@koosakids.co.uk), who will complete a complaints report, and do everything possible to ensure the complaint is dealt with as quickly and effectively as possible.

If the complainant feels that the outcome of the complaint is insufficient, or would like to take the grievance further, the complaint should be made in writing and sent to: Head of Business Services, KOOSA Kids Ltd, 1 Priory Court, Tuscam Way, Camberley, Surrey, GU15 3YX. If in the unlikely event that you are not 100% satisfied with the outcome of the complaints procedure, you may wish to contact the Ofsted Early Years Complaints Helpline, on 0300 123 4666, or email enquiries@ofsted.gov.uk.

17. DATA PROTECTION 
KOOSA Kids Ltd (Company No. 05426131, registered address 1 Priory Court, Tuscam Way, Camberley GU15 3YX) is committed to safeguarding your privacy; protecting the rights and freedoms of data subjects and safely and securely processing their data in accordance with all our legal obligations. Read our full Privacy Policy here.