Question 1

Opening Hours

Accepted Answer

Our standard day is 8am to 6pm Monday – Friday. The nursery may offer extended hours (ranging from 7am to 7pm), however the opening hours specific to your nursery will be stated clearly on the fee sheet.

Most N nurseries are open 51 weeks per year however your fee sheet will detail what applies to your nursery, and any additional closures.

Question 2

Closures

Accepted Answer

Please note that we are closed on Public/Bank Holidays and INSET days. Details of which can be found on your nursery fee sheet. You will still be charged for these days. Please refer to your nursery fee sheet for information on your Ns opening hours and for information on any periods of closure. In the event your N is closed between Christmas and New Year you will not be charged for this period.

Question 3

Core plans

Accepted Answer

We will work with you to agree a nursery plan for your child including which days per week they will be attending nursery with us. We require that: Your child must attend nursery for a minimum number of days each week depending on the nursery, and will be stated clearly on the nursery fee sheet. Please note that we cannot make exceptions to this to offer reduced attendance. Your child must attend either a Monday or Friday each week.

Question 4

Fees

Accepted Answer

We will notify you of the relevant fees in the offer letter we send to you and in the attached fee sheet . These fees will reflect those set out on our website. Our fees are calculated on the basis of the weekly charge for the sessions booked, multiplied by the number of weeks of the year that we are open and then divided by 12 (months) to create a monthly charge. Please refer to your nursery fee sheet for information on your Ns opening hours and for information on any periods of closure. In the event your N is closed between Christmas and New Year you will not be charged for this period. We provide multi-day discounts. Please refer to your nursery’s fee sheet for more information about the discounts available. You can find the fee sheets on the fees page of our website ( https://nfamilyclub.com/fees/ ). In the event your nursery offers flexible attendance, extra days, or hours are charged on a pro-rata basis. For early drop-offs and late pick-ups, the additional time will be charged on a 15 minute basis at a quarter of your standard hourly rate. Please refer to your nursery fee sheet for further detail on flexible, pay-as-you-go attendance (PAYG). Fees remain payable during periods of absence, including sickness, INSET days and Public and Bank holidays. Any fee increases will be communicated 2 months before affecting your invoice and are based on the nursery’s running costs. Please refer to your nursery’s fee sheet for further information. Fees include all meals, snacks, formula for infants, nappies and day trips. Unfortunately we cannot refund you for any days your child does not attend their planned days e.g. for sickness or holidays. If we have to refund you for any fees you have paid to us we will refund you by the method you used for payment, as soon as possible. Your child’s fee rate will automatically change to the “over 3” rate – cited on your individual N’s fee sheet – from the 1st of the month following their third birthday. All 3-year-old children are eligible for 15 funded hours of funding from the term following their third birthday. Since all children are eligible, this will be automatically applied to your invoice and you do not need to take any action unless asked to by a member of our team. Please refer to your nursery fee sheet for further detail on how this is applied. Please note the number of funded hours claimable is capped in relation to the number of days you attend nursery. Families eligible for the 30 hour funding, but who attend on 2 day plans, will only be entitled to claim 20 hours of funding.

Question 5

Early drop-offs

Accepted Answer

In the event your N offers PAYG early drop-offs we ask that you book as far in advance as possible so that we can arrange the appropriate staffing, and no less than 24 hours before.

Question 6

Late Pick-ups

Accepted Answer

We ask that for late pick ups, where possible, you let us know in advance - although we totally understand that sometimes meetings run over.

Question 7

Payment for early drop-offs and late pick-ups

Accepted Answer

For early drop-offs and late pick-ups, the additional time will be charged on a 15 minute basis at a quarter of your standard hourly rate, on a pay as you go basis.

Question 8

Emergency day swaps

Accepted Answer

In cases of healthcare or childcare emergencies we can offer up to a maximum of 5 emergency day swaps per year, subject to availability. This day swap is to be used in the same calendar month as the absence. Bank holidays and nursery closures are exempt.

Question 9

Ad hoc days

Accepted Answer

Dependent on availability, extra days can be booked provided we are notified two weeks before the requested date. We do not accept bookings further ahead than this.

Question 10

Plan exchanges

Accepted Answer

We do not allow plan exchanges between families or between siblings. Please contact Front of House with any inquiries.

Question 11

Sibling discount

Accepted Answer

Sibling places: Whilst we prioritise sibling places, we cannot guarantee these. In the event that you are expecting another child, please let us know as early as possible to avoid disappointment. Plans may differ: If we are able to offer a sibling place, we cannot guarantee matching days to the elder sibling’s plan. We try our best to accommodate requests where there is availability. Sibling start dates: In the interest of transparency sibling plans will most commonly be offered in our annual August/September intake. Aside from this availability will depend on notices received from existing families and as a result we cannot predict or guarantee when/if a mid-year place may become available.

Question 12

Multi day discounts

Accepted Answer

There is a discount available if you have two or more siblings in nursery at the same time. The discount is applied to the child with fewer sessions, or to the oldest child if there’s an equal number of sessions. This discount applies for as long as you have two or more children with us. Please refer to your nursery’s fee sheet for more information about the discounts available. You can find the fee sheets on the fees page of our website ( https://nfamilyclub.com/fees/ ).

Question 13

Conditions

Accepted Answer

Unless you are taking a place in a newly launching nursery, intake happens at the beginning of every month. Minimum attendance is different depending on the nursery, so please check the relevant fee sheet. All conditions are subject to availability.

Question 14

Admissions procedure

Accepted Answer

In order to register your child with us please contact our Admissions team via the ‘get in touch’ button on our website or directly on 020 3865 7402. Our team will explain the information we need to know about your child before we can offer them a place at N. That information is described in the paragraph below. Once you have provided and we have assessed this information, we will determine whether we are able to offer your child a place at N. If we are able to do so, our Admissions team will then send you your offer letter by email which shall confirm your chosen nursery plan, start date and associated fees. That email will also include two links. One link will take you to your parent/guardian agreement which will contain these terms and conditions. The second link will take you to our payment portal where you can pay the relevant fees. Information we will need to know: We will need to know certain information about your child including: date of birth, medical conditions, the month and year that you would like them to start and for how many days a week you would like them to attend. Once your place has been secured (in accordance with and subject to these terms) we will require a copy of your child’s birth certificate. Status of your child’s offer and ongoing place at N: Any offer we make of a place at N for your child is discretionary and based entirely upon the information you provide to us and/or the information we receive and obtain during the course of your child’s nursery care at N. Your child’s place at N is subject to review and we reserve our right to request further information and where necessary withdraw your child’s place in the circumstances described at section 10 ( Our rights to withdraw your child’s nursery place ) below.

Question 15

How to join our waiting list

Accepted Answer

If a place is not immediately available for you you can join our waiting list. You will be required to pay a refundable Waiting List Registration fee . Once your payment has been received you will be sent an email confirming that you are on the waiting list. Once you have accepted a place, the refundable Waiting List Registration fee will become your non-refundable Joining fee . On accepting a place you will also be asked to pay a Place Acceptance fee , which will be deducted from your final invoice. If you decide to leave the waiting list, your Waiting List Registration fee will be refunded in full. Please refer to your nursery fee shee t for the relevant charges.

Question 16

How is availability assessed?

Accepted Answer

Availability is assessed on an ongoing basis taking into account any leavers or room moves. We will inform you if a place becomes available. If your child does not receive a place to start at the requested time, they will remain on the waiting list until a place becomes available or until you request for them to be removed and your Waiting List Registration fee refunded.

Question 17

Allocation of places

Accepted Answer

Places are offered based on the following order of priority: (1) Existing children looking to increase sessions, (2) Siblings of existing children, (3) Existing children transferring to another location (4) The date of registration to the waiting list, in conjunction with whether your stated preferences matches the available space.

Question 18

Places for siblings

Accepted Answer

Sibling places: Whilst we prioritise sibling places, we cannot guarantee these. In the event that you are expecting another child, please let us know as early as possible to avoid disappointment. Plans may differ: If we are able to offer a sibling place, we cannot guarantee matching days to the elder sibling’s plan. We try our best to accommodate requests where there is availability. Sibling start dates: In the interest of transparency sibling plans will most commonly be offered in our annual August/September intake. Aside from this availability will depend on notices received from existing families and as a result we cannot predict or guarantee when/if a mid-year place may become available.

Question 19

Offers

Accepted Answer

You will be contacted based on whether there is a match between the days available and your stated preferences. If you don’t take the offered days, please note that your child will remain on the waitlist until your preferred days are available.

Question 20

Our offer letter

Accepted Answer

Once we have confirmed that you are interested in an available space, we will send you an offer letter that will confirm the details of your child’s nursery place and incorporate these terms.

Question 21

Accepting places

Accepted Answer

Once we have completed our admissions procedure as described at section 3 above and are satisfied that we can offer your child a nursery place, we will send you an offer letter that will confirm the details of your child’s nursery place and incorporate these terms. The offer letter will also detail the agreed start date. Once you have received your offer letter we ask that you agree to that letter and these terms and conditions by e-signing the parent/guardian agreement. You will also be asked to pay the Place Acceptance fee and Joining fee by using our online portal. That Place Acceptance fee will be deducted from your final month’s invoice. If you are receiving an offer from being registered to the waiting list, at the point you accept a place, your refundable Waiting List Registration fee will become a non-refundable Joining fee. If you are accepting a place for a nursery which is yet to open, please note that the Joining fee , and Place Acceptance fee remain fully refundable until 24 hours after the pre-launch Open Day. We would need to receive written instructions from you within 24 hours of the Open Day, should you no longer wish to continue with your place. If we do not hear from you within this period we will presume that you are continuing to join at N and standard cancellation terms will apply.

Question 22

14-day right to cancel your place

Accepted Answer

As our nursery services are bought by you either over the telephone, through exchange of emails or our online portal, you have a legal right to change your mind within 14 days and receive a refund. You have 14 calendar days after we have received your acceptance fee and signed parent/guardian agreement and we have confirmed your sessions are secure. However, once we have started the nursery services, whilst you will still have a right to cancel during the 14 day period, you must pay us for the services provided up until the time you tell us that you have changed your mind. After the 14 day period, our standard cancellation policy will apply.

Question 23

Cancelling a place (more than three months prior to starting)

Accepted Answer

Should you wish to cancel your child’s place prior to starting, we ask that you inform us as soon as possible in writing. We will refund your Place Acceptance fee if you cancel your child’s place more than 3 calendar months ahead of your child starting nursery with us. Your Joining fee will remain non-refundable.

Question 24

Cancelling a place (less than three months prior to starting)

Accepted Answer

Should you wish to cancel your child’s place less than 3 calendar months prior to starting, we ask that you inform us as soon as possible in writing. We will not be able to refund either your Place Acceptance fee or your Joining fee , and you will be liable for any fees over and above the value of the Place Acceptance fee, that are payable during the 3 month notice period.

Question 25

Cancelling during term

Accepted Answer

Should you wish to cancel your child’s place during term we require 2 calendar months written notice. This means our contract with you to perform our nursery services will not end until 2 calendar months after the day on which you contact us to cancel your child’s place. You will be responsible for paying the fees during that time. All outstanding fees remaining will need to be paid in full cleared funds.

Question 26

Changes to your plan

Accepted Answer

All of our availability is pre-packaged to balance attendance across the week and create the best experience. With this in mind, should you wish to change your plan you will need to request a ‘plan swap’. Please note both increases and decreases to your plan are not guaranteed as they are dependent on another plan being available for you to ‘swap’ on to. Where a plan swap is possible to increase your attendance we will honour this as early as possible, but for plan swaps to decrease your attendance we request 2 months written notice.

Question 27

Start Dates & deferred starts

Accepted Answer

Start dates are subject to availability, and offered on a first come first served basis. Once agreed, any deferrals or changes to your start date are subject to availability. If we’re unable to accommodate your deferral request, will we treat it as a cancellation and offer to add you to our waiting list. We cannot accept requests for deferrals less than 3 months prior to the start date as this would fall within our 3 month cancellation notice period, and cancellation fees would be payable.

Question 28

Leaving for school

Accepted Answer

For children in their final year with us before leaving for a reception class, we assume that your child’s last day will be at the end of August (31st August or the last scheduled session prior to that date). Any exceptions to this are clearly stated on your nursery fee sheet. To bring your child’s leave date forward you must inform us with two month’s written notice. If you would like to defer your child’s entry to reception and remain at the nursery for an additional year, we ask that you inform us in writing at the end of the prior school year

Question 29

Ending the contract because of something we have done or are going to do

Accepted Answer

If you are ending a contract for a reason set out below, our contract with you will end immediately and we will refund you in full for any nursery days which have not been provided and you may also be entitled to compensation. The reasons are: we have told you about an upcoming material change to our nursery services or these terms which you do not agree to; we have told you about an error in our fees and you do not wish to proceed; there is a risk that our nursery services may be significantly delayed because of events outside our control; or you have a legal right to cancel our nursery services because of something we have done wrong.

Question 30

How to tell us you want to cancel your child’s place at nursery

Accepted Answer

Please let us know by post, email or over the telephone using the contact details found on the contact us page.

Question 31

Refunding any fees owed

Accepted Answer

How we will refund you . We will refund you the fees you have paid, by the method and card you used for payment. When your refund will be made . We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.

Question 32

Our rights to cancel your child's nursery place

Accepted Answer

We may cancel your child’s nursery place and end the contract with you if you break it . We may end the contract at any time by writing to you if: you do not make any payment to us when it is due and you fail to make payment by the third week of the month following that unpaid invoice; you do not, within a reasonable time of us asking for it, provide us with information about your child that is necessary for us to provide adequate nursery care to your child; you knowingly provide any false or inaccurate information about your child or their circumstances as part of our admissions procedure or during the course of your child’s nursery care at N; or you or your child’s behaviour is deemed threatening, abusive or violent. We may also withdraw your child’s nursery place and end our contract with you if your child’s circumstances change. As explained at section 3 ( Status of your child’s offer and ongoing place at N ) above, your child’s place at N is discretionary and subject to review. Should your child’s circumstances change and/or should we receive information (whether directly or indirectly) to suggest that your child’s circumstances have changed or will change during the course of your child’s nursery care at N, which mean that we are or will no longer be able to provide adequate nursery care to your child for any reason, we may end our contract with you and withdraw your child’s place at N. Where this is the case, we will use our reasonable endeavours to provide you with at least one (1) months’ notice of our intentions but this may not always be possible in circumstances beyond our reasonable control and so cannot be guaranteed. If we do withdraw your child’s place at N, we will refund you for any nursery services you have paid for but not received.

Question 33

Payment

Accepted Answer

Payment is due prior to the sessions that are being invoiced and must be paid by either Direct Debit or Bank Transfer. See your nursery fee sheet for further details on payment deadlines. We also accept payments from the Tax-Free Childcare scheme and from all major childcare voucher providers. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved.

Question 34

Late payment of fees

Accepted Answer

Payment plan: We encourage you to communicate with us if you are having difficulty paying your fees as it may be possible to set up a payment plan to support you. Late payment: Charge interest : If you do not make payment to us by the due date we may charge interest to you on the overdue amount at the HSBC bank rate +2% from the due date until the date of actual payment of the overdue amount. Suspend entry: If an outstanding balance runs into the third week of the month following an unpaid invoice without agreement being reached with you then we will be forced to suspend your child’s entry to nursery. This would remain the case until an agreement is put in place. Agent: Please note we use a third party agency to recover any unpaid fees.

Question 35

Nursery Closure

Accepted Answer

We are not responsible for delays outside our control: in exceptional circumstances we may have to close nursery because of events outside our control (for example transport strikes, severe adverse weather, personal health, acts of terrorism etc). If this does happen then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of such a closure. Provided we do this we will not be liable for delays caused by the event and will not issue refunds for such forced closure. If however there is a risk of closure for long periods of time we will contact you to discuss a temporary reduction or suspension of fees.

Question 36

Policies

Accepted Answer

Policies : Child protection and welfare is our highest priority. As such, we have a number of policies and procedures in place (including around illness and visitors) which are available on our website at https://nfamilyclub.com/policies/ . Please take them time to review those policies as they form part of these terms and conditions. If you have any issues accessing those policies please do let us know and we will provide you with paper copies. How we may use your personal information: We will only use your personal information as set out in our privacy policy, found at https://nfamilyclub.com . How to tell us about problems: If you have any questions or complaints about your child’s time at nursery, please contact us on 020 3865 7402. Alternatively, please speak to one of the team at your chosen nursery. Please see our complaints policy available on our website at https://nfamilyclub.com/policies/ .

Question 37

Our responsibility for loss and damage suffered by you

Accepted Answer

We are responsible to you for foreseeable loss and damage caused by us: If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us when registering. We do not exclude or limit in any way our liability to you where it would be unlawful to do so: This includes liability for: death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the nursery care we provide to your child; and for defective services under the Consumer Protection Act 1987.

Question 38

Other Important terms

Accepted Answer

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. Which laws apply to this contract and where you may bring legal proceedings: These terms are governed by English law and you can bring legal proceedings in respect of the nursery care we provide in the English courts. If you live in Scotland you can bring legal proceedings in respect of the nursery care we provide in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the nursery care we provide in either the Northern Irish or the English courts.

Fees

What's included?

FAQs

Fees

What's included?

FAQs