Booking & Payment Guide

Booking and payment terms are designed to keep things clear, fair, and organised for both families and staff. Below you will find how different types of bookings work, when payments are due, and what to expect once your booking is confirmed.

Temporary, ad hoc, and short-term bookings

Any booking requested more than one day in advance of the booking start time is classed as a temporary, ad hoc, or short-term booking. To confirm and secure the booking, an advance payment is required.

Clients may choose one of the following payment options:

A) Payment of the full cost of the confirmed booking hours in advance, or

B) Payment of the minimum booking requirement in advance. This covers the minimum billable hours and is non-refundable.

Where the total duration of care exceeds the minimum booking requirement, any additional hours worked will be calculated and invoiced following completion of the booking.

No booking is confirmed until the advance payment has been received.

Emergency Bookings

Emergency bookings may only be requested and confirmed one day before the booking start time or on the actual day of care. Emergency bookings cannot be confirmed more than 24 hours in advance. Where a booking is requested earlier than one day before the start time, it will be treated as a temporary or pre-booked booking and will require upfront payment in order to be confirmed.Emergency bookings are confirmed through written confirmation. Payment for emergency bookings is due following completion of the booking.

Minimum Booking Hours

All bookings are subject to a minimum charge of four hours. Where fewer than four hours are required or worked, the four-hour minimum remains payable.

Booking times

All bookings must include a confirmed start time and end time at the time of booking.

The agreed booking hours are fixed. Where care is required beyond the confirmed end time, any additional hours worked will be invoiced following completion of the booking. Time reductions or early finishes requested by the Client do not change the confirmed booking hours or the agreed fee.

Expenses & reimbursement

Any expenses incurred for the Client’s benefit, including travel, transport, food, shopping, parking fees, paid activities, or other reasonable costs directly related to the booking, must be reimbursed by the Client.

Where possible, payment for anticipated expenses must be provided in advance of any errands or activities being undertaken. Where this is not possible, expenses are payable immediately following the booking.

Cancellations

Cancellations made more than 24 hours prior to the scheduled start time of a temporary, ad hoc, or short-term booking may be eligible for a refund, at the Agency’s discretion and in accordance with the Agency’s Refund Policy.

Cancellations made within 24 hours of the scheduled start time, including cancellations made on the day of care, remain payable in full.

Emergency bookings can be cancelled free of charge by 5:00 pm on the day prior to the start of care when the booking was made the day before.

Emergency bookings cancelled after 5;00 pm or on the day of care remain payable in full.

Refunds for prepaid bookings

Refunds are only considered where the Agency is unable to provide the agreed service for part or all of the confirmed booking period, including where a Candidate does not attend the booking, or where the Client cancels with more than 24 hours’ notice. Any refund remains at the Agency’s discretion.

Refunds are not issued where the booking ends early at the Client’s request, fewer hours are required than originally booked, the Client changes their plans during thebooking, or where booking hours were confirmed and held exclusively for the Client.

Where a refund is deemed applicable, it will be processed in accordance with the Agency’s refund policy and issued within 7 to 28 days.

Refunds are issued at the Agency’s discretion and only in accordance with these terms.

Service review & termination

Repeated cancellations, short-notice changes, or ongoing booking adjustments may result in a review of services.

Where a pattern of cancellations or changes impacts availability, scheduling, or business operations, the Agency reserves the right to restrict booking types offered or to terminate services.

These updated terms ensure bookings are categorised correctly and availability is reserved fairly.

Please refer to our Terms & Conditions for full details, including payment terms and policies.