Coronavirus: our standard operating procedure
Please see our current standard operating procedure, which outlines all of the changes we have made to ensure we are covid compliant and protecting all of our families as best we can.
for more details.
In line with government guidance, the standard operating procedure is changed from time to time, so please do check this regularly for updates.
At N, we focus on promoting positive behaviour to encourage children to learn positive ways to ways to interact with their peers and with adults. Our Educators role model to the children, for example, remembering to say please and thank you. We praise all attempts at positive behaviour and ensure children are sufficiently challenged to help to prevent undesirable behaviour - children learn the benefits of listening and being helpful. We try to focus our teaching with the children on things they can do, rather than telling them what they can't do, for example, if a child is throwing toys, we will show them what they can throw, and find a ball for an activity which involves making friends. We work closely with parents to ensure continuity as much as possible; we support children to learn how to regulate their behaviour and inform parents/carers. Whilst in the nursery, Educators use a gentle, calm tone, and child-friendly and age-appropriate language.
Biting is a typical behaviour seen in young children, especially between 1-2 years old. As children mature, they develop self-control and communication skills, so this behaviour often lessens. While not uncommon, biting can be upsetting and potentially harmful to others, so should be discouraged from the first episode. We take a partnership approach with parents to address biting, encouraging parents and carers to work with the nursery team. We deal with events when they happen but also have preventative measures to stop reoccurrence, through investigating potential causes and remedying these.
For children who are teething, we provide chilled teethers and, with parental consent, can offer herbal teething granules. The nursery will be able to provide further information on strategies to prevent biting specific to the individual child.
Concerns and complaints procedures
N has an open-door policy; we welcome parents and carers at all times. Our culture is one of accountability, communication and transparency in order to engender and maintain trust with parents and carers. We constantly strive to provide a continuously improving environment that operates at a high standard. To that end, we work in partnership with parents/carers and outside agencies, and we welcome any comments or suggestions that will help us to improve.
We understand that from time to time, there may be occasions when issues become sufficiently important that escalation is required. Any issues that require escalation can be discussed with the key person, a room manager, Nursery Manager or escalated to the Regional Director. If at this stage you are still unhappy with the outcome, complaints may also be escalated to Ofsted.
Equality & diversity policy
N is committed to providing equality of opportunity and anti-discriminatory practice for all children and families according to their individual needs. We foster a positive atmosphere of mutual respect and trust among children and team members. We will provide equal opportunity and inclusion for all children and their families, regardless of gender, ethnic origin, race, colour, sexual orientation, marital status, family structure, social grouping, nationality, age or disability. We will deal with all forms of discrimination consistently, promptly and efficiently. We will recruit, select, train and promote individuals on the basis of occupational skills requirements, with no regard to age, sex, gender reassignment, disability, marriage or civil partnership, race, religion or belief, sexual orientation and pregnancy or maternity which cannot be justified as being necessary for the safe and effective performance of their work or training.
We promote fundamental British values of democracy, rule of law, individual liberty, mutual respect and tolerance for those with different faiths and beliefs. We provide an inclusive environment for any children with special educational needs and/or disabilities. We ensure that there is equal access to all areas of the curriculum for all the children at our nurseries and we include and value the contribution of all our families to our understanding of equality, inclusion and diversity.
Failure to collect procedure
N Family Club offers a more flexible approach to nursery provision. We offer a flexible hour either side of our core hours in which parents can discretionarily drop off or pick up outside of core hours. However, this flexibility has its boundaries. For both the child’s safety and emotional wellbeing, and for operating Educators out of hours on-site, this is our lateness/escalation procedure which is initiated if we have not had contact from parents or carers within certain thresholds of the expected pick up time. This starts with attempts to contact the immediate parents or carers, ten minutes past the expected collection time. If we are unable to reach you, we will then try the emergency contacts. If no contact has been made by parents or emergency contacts after half an hour, social care will be contacted.
Fire prevention, maintenance & emergency evacuation procedure
The team at N are vigilant against fire and risk of fire and are always ready for evacuation procedures at any time. Our local evacuation procedures are documented and tested regularly. Weekly alarm tests and regular fire drills are in operation. Prevention and maintenance procedures (for example, professional checking of fire safety equipment) are also in place to minimise the risk of fire.
Health & safety policy
All reasonably practicable actions will be taken to ensure the maintenance of a safe and healthy working environment, the health and safety of all persons, and to prevent damage to nursery property, by promoting awareness of legal, personal and economic responsibilities.
Daily risk assessments enable us to action any issues as required. We also run in-depth yearly risk assessments to review our environment and ensure its continued suitability.
Management has a responsibility to:
• provide and maintain safe and healthy working conditions taking account of any statutory requirements;
• provide training and instruction to enable employees to perform their work safely and efficiently;
• make available all necessary safety devices and protective equipment and to supervise their use;
• maintain a constant and continuing interest in health and safety matters applicable to the Nursery’s activities, in particular, by consulting and involving employees or their representatives wherever possible.
All employees have a duty to:
• Work safely and efficiently;
• Use protective equipment provided and by meeting statutory obligations;
• report incidents that have led or may lead to injury to people or damage to property, plant or equipment;
• adhere to the Nursery Procedures for securing a safe workplace;
• assist in the investigation of accidents in order to introduce new measures to prevent a recurrence.
Illness and infection procedures
We promote the good health of children attending nursery and take necessary steps to prevent the spread of infection. This policy and set of procedures are to ensure that children who become unwell whilst at the nursery are treated with sensitivity and respect and to help us protect other children from illness and the spread of infection.
We have a 'well-child' assessment tool which helps you to identify if your child is well enough to attend nursery. Click here
for more details.
Exclusion periods as defined by Public Health England (Guidance on Infection Control in Schools and other Childcare Settings (2016)) will be followed. Click here
for more details.
Please note that in the case of vomiting and diarrhoea, we do ask all families and team members to adhere to the strict 48 hour exclusion period outlined by PHE. This is for the benefit of everyone in the nursery.
Lost or missing child procedures
N Family Club always prioritises children’s safety, both on and off the premises. Every attempt is made to ensure that prevention methods are put in place to avoid a child ever becoming lost. These processes include regular headcounts, effective team deployment and strict adherence to statutory requirements. Children are always kept within sight or hearing of Educators. If, however, in an extenuating circumstance, a child was not within sight or hearing and could not be located, the lost or missing child procedure would be instigated which would include locating the child, informing the child's parents/carers and escalating to the police if required.
Medication administration procedures
There may be cases where a child requires medication during their time with us. If a child requires medicine, we will familiarise ourselves with the child’s needs and will ensure this information is kept up-to-date.
When dealing with medication of any kind in the nursery, strict guidelines will be followed. First aid-trained and fully qualified Educators will administer medicine from its original packaging with written consent from the parent or carer. Prescription medication will only be administered provided it was prescribed for the child in question.
We have a 'well-child' assessment tool which helps you to identify if your child is well enough to attend nursery. Click
Nappy changing and toileting procedure
Nappy changing and toileting are always conducted in such a way as to ensure the children feel safe, secure, and respected and valued as individuals. Children have a right to privacy and dignity when team members are meeting their needs. Children are supported in their understanding of toileting procedures so that they can become increasingly independent. Nappy changes and toileting will usually be supported by the child’s Key Person who will make a record on Famly to notify parents of the nappy change.
If a child has any disability or medical needs that affect their personal care routine, a Health Care Plan will be made in agreement with parents/carers. During settling in, parents will be asked whether or not their child has any special words/actions/particular needs during their nappy changing procedure. Any significant observations made during a nappy change will be notified to the parents at the end of the session (e.g. badly soiled nappy). The intimate care of boys and girls may be carried out by team members of either sex and parental requests for changes to only be carried out by specific members of the team with certain protected characteristics will not be met.
At N Family Club, we create a safe and calm environment for children to sleep, in line with their home routines wherever possible. Key persons will have regular conversations with parents to ensure they are aware of children's sleep routines and patterns at home, and take into account the parent's wishes regarding their child's sleep at nursery. Whilst every effort will be made to encourage and support a child to sleep in line with these wishes at nursery, it must be noted that an Educator cannot force a child to fall asleep or wake from sleep.
We strive to make mealtimes enjoyable and developmental, supporting children to learn healthy eating habits and develop positive attitudes towards food. Children are given child-sized utensils and plates/bowls and are encouraged to clean up after eating. Children are always supervised during mealtimes, and all team members involved in mealtimes have completed Food Hygiene training.
N Family Club recognises that a healthy, balanced diet and regular activity are essential for children’s health and well-being. N Family Club follows the Voluntary Food and Drink Guidelines for Early Years Settings in England, to ensure we are supporting children to establish good food habits in each child’s early years.
Working with parents:
• Individual dietary requirements will always be respected.
• We endeavour to provide foods from the diet of each of the children’s cultural backgrounds, providing children with familiar foods and introducing them to new ones.
• Cultural difference in eating habits are respected.
• Menus are available to view on our welcome screen.
• Parents will be kept informed of young children’s eating habits at nursery via the Famly app.
Mother’s are welcome to breastfeed their child in the nursery and we will support and promote breastfeeding. They are welcome to use the cafe area at any time and come in to breastfeed their child during their sessions with us. We are also able to prepare bottles using expressed breast milk at the parent’s request. Breast milk should be provided in a suitable, sterilised container, labelled with the child’s name, mother’s name and the date it was expressed. We can store chilled breast milk in the fridge for 5 days from the date it was expressed or in the freezer for six months.
N Family Club can provide infant formula milk for children under the age of 1. Details of the family’s preferred brand will be taken during the home visit.
Allergy and dietary requirements policy
If your child has an allergy, diagnosed by a medical professional, we ask that you inform us of this as soon as possible. Their allergy should be recorded in the 'allergy' section of your child's profile on Famly. If your child has a dietary requirement, this should be recorded in the 'special dietary requirements' information. We ask that you do not include foods that you child does not like as a dietary requirement as this section should be used for intolerances and dietary choices, such as vegetarian, only.
As the majority of allergies and intolerances in the early years affect children under the age of 3, and many children grow out of their allergies and intolerances by the age of 5, please do continue to seek advice from a medical professional over the course of your child's first 5 years. The NHS guidance is that all allergens should be introduced from 6 months and that delaying the introduction of allergens can increase the risk of developing an allergy. Once introduced, and if tolerated, allergens should continue to be offered as part of a baby's usual diet (to minimise the risk of developing an allergy). If your child is weaning or will be weaning soon, please work with us to let us know which foods your child has been introduced to and which you are yet to try.
We cannot guarantee that our nurseries are completely free of any specific allergens. However, we have specific processes in place to ensure that a child with a diagnosed allergy is not exposed to their allergen. Whilst NHS guidance does recommend that children are regularly introduced to nuts from the age of 6 months onwards, we don't at present use nuts in our menus and we do ask parents and team members not to bring nuts into the nursery. We also ask that you don't bring in any medications, including Arachis Hypogaea or other nut oils. However, many foods are labelled as having 'traces of nut' and ingredients with these warnings can be used in the nursery unless a risk assessment specific to a particular child indicates otherwise.
We ask that you don't bring food in from home and ensure that your children's bags and pockets are free of food. If your child has a prescribed EpiPen, we ask that you ensure that two EpiPens are in the nursery on any days that your child is in attendance.
At N Family Club, we value outdoor play and the benefits of regular outings. We plan regular outings in line with the children’s interests, our Forest School curriculum and the children’s cultural capital needs. We are aware of the risks involved and take every possible step to minimise these. Each outing is risk assessed with sufficient team deployed to support the trip.
No smoking policy
Smoking is a proven health risk and the nursery operates a strict “No Smoking Policy” within its buildings and grounds, and when on excursions off-site.
Drugs and alcohol policy
N Family Club has a duty to protect the health and safety of our team members in the workplace. The consumption of alcohol and/or drugs is taken extremely seriously by us. The use, possession, distribution, purchase, sale or being under the influence of alcohol (except on authorised occasions) or any controlled drugs whilst at work or on our premises is prohibited and will be regarded as an act of gross misconduct.
Safeguarding children policy
Children’s welfare is at the centre of everything we do. We follow guidelines from the Local Safeguarding Children’s Board (LSCB) on how to protect children from harm by others and provide them with safe and effective care.
Safeguarding children run through every core policy and procedure we have, from safe recruitment and DBS checks of staff to daily activities and training all members of staff on how to recognise any signs and symptoms of possible abuse. If Educators have reason to believe that a child has shown a sign of abuse or neglect, they have a duty to escalate this to the Designated Safeguarding Lead at the nursery who will decide if the threshold for referral has been met. Usually, any referrals would be discussed with the parents prior to being made unless doing so would place the child at greater risk of harm.
We respond immediately to any concerns for a child’s welfare and will share all relevant information with the respective statutory child protection agencies (children’s services and/or police) without delay when required.
All our team members complete an induction training programme and regular refreshers on how to recognise and respond to signs and symptoms of potential abuse and neglect as well as how to identify children at risk of being drawn into terrorism and to challenge extremist ideas. Visitors are never left unsupervised and we have enhanced security on our entrances and exits, as well as CCTV throughout the building.
We ensure that everyone in the N Family Club team maintains focus on safeguarding reflected through sound individual practice and knowledge, and internal policies and guidance.
We aim to foster an environment that encourages children to develop a positive self-image regardless of race, religion, culture, sexuality, disability, gender or background, where everyone feels valued. We expect children to establish and sustain satisfying relationships within their families, with peers and other adults, and we hope to support children to develop a sense of autonomy and independence within their community.
Throughout the daily routine, the children’s environment is risk assessed to ensure its continued suitability for the safety and security of all children. We also teach children methods to handle potential risks from situations such as crossing the road safely and walking with scissors so that children can develop an understanding of how and why they need to keep safe. At whatever level we identify risks, we highlight them and seek to ensure that appropriate steps are taken to safeguard the children concerned.
N Family Club endeavours to build trusting and supportive relationships with the families of children who attend. With the understanding that the care and safety of children are paramount, we do all in our power to support and work with you at all times.
N Family Club operates CCTV within the setting to provide a safer and more secure environment for the benefit of children, parents and the team. In compliance with our policy and ICO guidance, the footage is only viewed and retained in cases of accidents or incidents requiring investigation and is otherwise deleted after 31 days.
N Family Club do not provide a babysitting service outside our normal operating hours. However, we are aware that parents sometimes ask Educators to babysit for their children. N Family Club advise both our parents and our team members not to enter into private babysitting arrangements outside of the nursery since the home environment does not have the usual safeguards that we have in place at N. Should parents and team members ignore this advice N Family Club is not responsible for the consequences arising from any private arrangements.
Special educational needs and disabilities policy
N is a fully inclusive setting following the guidelines from the SEND code of practice. All our Educators are trained in how to assess children's learning, putting measures into place to support development and progression. In any situation where we feel your child may benefit from some extra support, we are committed to putting measures into place to tailor the curriculum to suit your child's individual needs. We operate a four-stage graduated approach for supporting children: “assess, plan, do, review”. All early years educators monitor each child’s learning and development through accurate observation and assessment. Through this process, we can identify any child who may be experiencing difficulties in specific areas and organise additional support to enhance their progression by writing up an individual support plan (ISP) in conjunction with the Key Person, Special Educational Needs and Disabilities Co-ordinator (SENDCO) and parents. If the ISP does not result in the child making sufficient and age-appropriate progress, we will seek and follow advice from outside agencies such as Speech and Language Therapy.
Team induction procedures
We will ensure that by following a safe recruitment process, we fulfil and exceed our duty of care to safeguard and protect children from unsuitable adults. We will enable new members of the team to understand N’s Policies and Procedures, culture and standards. We will ensure that staff appointed to posts involving teaching and care responsibilities are completely up to date with nursery policies, including safeguarding, through our in-house training and induction procedures. Staff appointed will understand and support the culture of N, have the right attitudes and approaches to support our values and continuously improve both themselves (through the training and development framework of the N Academy) and the setting (standards of care and education for children, policies and processes, service for families).
Safe recruitment policy & procedure
We have a rigorous recruitment and selection process, enabling us to only recruit people with the necessary skills and cultural fit to enable the Nursery to operate at its best and to contribute to the N Family Club culture and values. The recruitment and selection procedures provide guidance to managers and others involved with recruitment – both the selection and appointment of the team. We commit to following a safe recruitment process to fulfil and exceed our duty of care to safeguard and protect children from unsuitable adults. We will apply this policy every time we recruit a new member to our nursery team. We will ensure that individuals appointed to posts involving teaching and care responsibilities are qualified to carry out such duties or are working towards an appropriate qualification. We will select staff who are a good cultural fit for N, have the right attitude and approach to support our values and continuously improve both themselves (through the training and development framework of the N Academy) and the setting (standards of care and education for children, policies and processes, service for families).
The recruitment process reflects and demonstrates our culture and values. The process is candidate-centric, giving the best possible candidate experience and offering the candidate an opportunity to see how N operates, showcase our culture and high levels of care, education and service.
We will ensure that individuals are recruited, selected, trained and promoted on the basis of their own skills, qualification and experience. By doing this we will ensure that everybody will be treated equally on the grounds of gender, ethnic origin, race, colour, sexual orientation, marital status, nationality, age or disability.
Refer a friend bonus terms & conditions
At N Family Club we are proud of where we work and want your friends to work with us too.
The “Refer a Friend” bonus is discretionary and does not form part of any employee’s contractual terms of employment. N Family Club reserves the right to amend this policy at any time at its sole discretion.
There are no limits on the number of referrals you can make.
Exclusions are where the person has already been referred to us by another/agency/already known by the company.
To “refer a friend“, start by asking your friend to apply for the role online and then email Jess Ringer (email@example.com) with their name and the job they applied for. Your referral will then be tagged in their application.
The “refer a friend” bonus will be paid to you via your salary once your friend has passed their probation. This will be paid as a bonus and will be liable for Income Tax and National Insurance.
This can only be paid to you if you are still an employee of the company at the time your friend passes their probation.
Please ask your referral to apply for the role online and let your Nursery Manager know who will update our HR Department with their Name and the job they applied for.
The refer a friend prize will be paid to you into your nominated bank account as a thank you when the employee has passed their probation.
Staff suitability checking procedure
We are committed to safeguarding and promoting the welfare of children. We operate a safe recruitment policy. The nursery will ensure all members of the team, including contractors, bank staff, students and volunteers, are suitable to work with children.
Checks are carried out via enhanced Disclosure and Barring Service (DBS) clearance checks as well as other sources, such as employer references, identity checks and qualification checks, amongst others. Checks will be completed in full prior to someone commencing employment with us.
All visitors will be greeted at the main reception, which is the only access point for visitors, and asked to sign in and out. Visitors are expected to show ID. Unexpected or unknown visitors may be asked to make an appointment and provide contact details to return for their visit another time. Visitors are never left unaccompanied or unsupervised with children at any time. Visitors are defined for this policy as anyone who is not a current child's parent or carer or authorised explicitly by parents/carers to drop off or pick up a child at the nursery and is known to the nursery team.
Amendments to our T&Cs during the Coronavirus
FEES IF YOUR CHILD HAS CONFIRMED COVID 19 OR SYMPTOMS
If your child has to self isolate because they have symptoms or a confirmed case of Covid 19, then our normal sickness terms apply and fees will still be payable.
FEES IF A CHILD IN YOUR ROOM HAS A CONFIRMED CASE OF COVID 19
In line with government guidance, if there is a confirmed case in a room at nursery, all children and team members in that room will have to self isolate for 10 days. Should this happen we will contact all parents in the room and request that they come and collect their children and quarantine for the expected period.
- If your child is required to quarantine, because another child is confirmed as having Covid 19, you will not be required to pay fees for this 14 day period.
This guidance means that a confirmed case in the nursery will, at the very least, affect 14 other families and our team members. With this in mind, it is more important than ever that you carefully monitor your child's health and do not bring them to the nursery if they are displaying symptoms. If your child or a family member are displaying symptoms, please inform me as soon as possible.
DISCOUNT DURING CLOSURE
As communicated to all of our parents, we are currently offering all families a 70% discount on fees for families whose children are isolating due to a bubble close.
Other than these two amendments, our terms and conditions remain unchanged. You can see our T&Cs below, but please do get in touch with your manager if you have any questions.
Fees, Terms & Conditions
Our opening times are 7am - 7pm (with our standard day being 8am -
6pm) Monday – Friday, 51 weeks per year.
Core plan: 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 of 3 full days each week.
- Your child must attend either a Monday or Friday each week.
We do not allow plan swaps between families or between siblings.
Please note that we are closed on Public/Bank Holidays and two annual INSET days (you will still be charged for these days). We are also closed between Christmas & New Year. You will not be charged during this Christmas period.
Sibling places: Whilst we prioritise sibling places, we cannot guarantee these. If 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 will, however, try our best to accommodate requests where there is availability.
Discount: There is a discount 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 an equal number of sessions. This discount applies for as long as you have two or more children with us. Our sibling discount differs depending on nursery location. Please refer to the relevant fee sheet for your nursery's discount.
Admissions procedure: To register your child with us please contact our enquiries team via our Get in touch button or on 020 3865 7402. Our team will then send you your offer letter by email which shall confirm your chosen nursery plan 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.
We will need to know certain information about your child, including date of birth, medical issues, the month and year that you would like them to start and the number of days a week you would like them to attend. Once your place has been secured we will require a copy of your child’s birth certificate.
ALLOCATION OF PLACES
Places are offered in the following order of priority:
1) A child with a sibling already at the nursery
2) Requests for full time places
3) The date of registration for the waiting list
OUR WAITING LIST
How to join our waiting list: If a place is not immediately available for you you can join our waiting list. You will be required to pay a registration fee of £100. Once you have accepted a place, the registration fee will become a non-refundable joining fee. You will also be asked to pay a £400 acceptance fee, which will be deducted from your first invoice on starting. If you decide to leave the waiting list, your £100 registration fee will be refunded.
Once your payment has been received you will be sent an email confirming that you are on the waiting list.
Availability is assessed on a termly basis, taking in to 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. If you wish to be removed from our waiting list at any time we will refund the £100 registration fee.
HOW WE OFFER PLACES
We prioritise siblings of existing children on our waiting list first, followed by full time places requests, and then all part time places on a first come first served basis. If you are top of the waiting list, we will automatically offer you any places that become available, even if the days that have become available do not match your first preference. If you don’t take the offered days, please note that your child will be placed back at the top of the waitlist until your preferred days are available.
Offer letter: Once you have enquired about a nursery place for your child we will send you an offer letter that will confirm the details of your child’s nursery place and incorporate these terms. 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 £400 acceptance fee by using our online portal. That acceptance fee will be deducted from your first month's invoice. When you accept your place, your £100 refundable registration fee will become a non-refundable £100 joining fee.
Acceptance deadline: When you are offered a place, you will be given two days to accept the place, otherwise we will offer it to the next person on our waiting list.
How to pay: The acceptance fee and registration fee will need to be paid directly into our bank account via our online payment portal (of which you will have received a link when registering).
Contract formation: Upon receipt of your acceptance fee and signed parent/guardian agreement we will confirm if your sessions are secure. At this point, a contract will be formed between us and you and you will be committed to the terms of the offer letter, the parent/guardian agreement, these terms and conditions and the policy documents on our website.
We will be in touch 8 weeks ahead of your child’s start date to set up a convenient time for a home visit and to schedule settling in days, which usually take place over 3 sessions in the week prior to the agreed start date. There is no charge for the settling in sessions.
OUR RIGHT TO MAKE CHANGES TO OUR SERVICES
We may change the nursery services we provide to reflect changes in relevant laws and regulatory requirements. We may also amend these terms from time to time and if we do so we will notify you before the changes take effect. If you do not agree to any material changes, you may contact us to end the contract with us and receive a refund for nursery services you have paid for but not received.
CHANGES TO YOUR PLAN
Subject to availability:
PERMANENT CHANGES: Should you wish to reduce or increase your child’s plan permanently we require 2 months written notice. This is applicable both prior to starting and during your time with us. This is to help us manage our staffing and resourcing. Should you wish to increase your plan, additional days are based on availability and are not guaranteed.
Decreases in your child's plan are also are subject to availability and we cannot guarantee that we'll be able to offer your requested days, as we have to balance staffing evenly across the week. We require 2 months notice in writing for any subsequent changes or cancellation of your plan.
START DATES & DEFERRED STARTS
To ensure the best settling experience for every family, we have a restricted amount of agreed start dates every month. These 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 2 months prior to the start date as this would fall within our 2 month cancellation notice period, and cancellation fees would be payable.
- AD HOC EXTRA DAYS: Extra days can be booked provided we are notified two weeks before the requested date. We do not accept bookings further ahead than this.
- EMERGENCY DAY SWAPS: In cases of sickness or unforeseen absence we can offer a maximum of 1-day swap per month. This day swap is to be used in the same calendar month as the absence. Bank holidays and nursery closures are exempt.
- EARLY DROP-OFFS: If you are going to drop your child off early 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.
- LATE PICK-UPS: We ask that for late pick-ups, where possible, you let us know in advance, although we totally understand that sometimes meetings run over.
Additional cost: 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.
YOUR RIGHTS TO CANCEL YOUR CHILD’S NURSERY PLACE
14 day right to change your mind under the Consumer Contracts Regulations 2013
Exercising your right to change your mind: 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.
HOW LONG DO I HAVE TO CHANGE MY MIND?
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 days our standard cancellation policy will apply (please see the section headed “Your right to cancel our services after your 14 day right to change your mind has expired”).
ENDING THE CONTRACT BECAUSE OF SOMETHING WE HAVE DONE OR ARE GOING TO DO
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 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.
Your right to cancel our services after your 14 day right to change your mind has expired
CANCELLING A CONFIRMED PLACE (MORE THAN 2 MONTHS PRIOR TO STARTING):
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 £400 acceptance fee if you cancel your child’s place more than 2 calendar months ahead of your child starting nursery with us. Your £100 joining fee will remain non-refundable.
CANCELLING A CONFIRMED PLACE (LESS THAN 2 MONTHS PRIOR TO STARTING):
Should you wish to cancel your child’s place less than 2 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 £400 acceptance fee or your £100 joining fee, and you will be liable for any fees over and above the value of the £400 acceptance fee, that are payable during the 2 month notice period.
CANCELLING DURING TERM:
Should you wish to cancel your child’s place during the 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.
LEAVING FOR SCHOOL:
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 schedule session prior to that date) unless you inform us otherwise 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.
HOW TO TELL US YOU WANT TO CANCEL YOUR CHILD'S NURSERY PLACE:
How to notify us: Please let us know by post, email or over the telephone using the contact details for the relevant nursery at the top of these terms. You may use the model cancellation form at the end of these terms, although you do not have to.
REFUNDING ANY FEES OWED
How we will refund you. We will refund you the fees you have paid, by the method 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.
OUR RIGHTS TO CANCEL YOUR CHILD’S NURSERY PLACE
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; or
- you or your child’s behaviour is deemed threatening, abusive or violent.
We will notify you of the relevant fees in the offer letter we send to you. These fees will reflect those set out on our website.
Our fees are calculated based on the weekly charge for the sessions booked, multiplied by 51 (weeks) of the year that we are open and then divided by 12 (months) to create a monthly charge.
- We provide the following multi-day discounts on our standard day rates if your plan includes 4 full days or 5 full days. Our multi-day discount differs depending on nursery location. Please refer to the relevant fee sheet for your nursery's discount.
- 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.
Fees remain payable during periods of absence, including sickness, INSET days and Public and Bank holidays.
- Fee increases are calculated each year and are based on the previous year’s running costs. Please open your nursery's fee sheet on our Fees page for more information about when your nursery fees are reviewed each year, and when any fee increases (if applicable) will be applied.
- 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 will refund you by the method you used for payment, as soon as possible.
- All fees are due monthly in advance and must be paid by either Direct Debit, Bank Transfer. We issue invoices mid-month for the following month. 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.
Payment is due on the last day of the month prior to the sessions that are being invoiced.
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.
- 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 rate of 0.5% daily 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 an 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: To recover any unpaid fees, please note we use a third-party agency to recover any unpaid fees.
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, you may contact us to end your contract with us and receive a refund for any sessions you have paid for but not received.
Policies: Child protection and welfare is our highest priority. As such, we have several policies and procedures in place (including around illness and visitors) which are available on our website at https://nfamilyclub.com/policies/. Please take the time to review those policies as they will 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.