The Hub For Kids Service and Cancellation Policy

Dear Families,

Thank you for attending The Hub For Kids. Your support is very important to us. We run a very busy centre and have a rapidly growing list of prospective students on our waiting list. It is very difficult seeing children remain on lengthy waiting lists, therefore we try to accommodate them where possible and in a timely manner. We understand that our regular students may fall ill or situations may arise where sessions need to be cancelled and/or adjusted. Whilst these are unfortunate circumstances and are completely understandable, they do impact the running of The Hub For Kids. To ensure that The Hub For Kids runs smoothly, we would like to request that you read through the following important information:

Emergency Action:

1. Your child’s health and safety is of the utmost importance. Every reasonable care is taken to ensure your child’s wellbeing while they are attending The Hub For Kids. In the event of a medical emergency, The Hub For Kids reserves the right to take the appropriate course of action in the absence of a parent or guardian. This may involve calling emergency services in the event of a serious accident or illness. Parents/guardians will be responsible for any fees that this may incur.

2. Every effort will be made to contact the parent/guardian in the event of an emergency. If this is not possible, The Hub For Kids reserves the right to take the necessary and appropriate course/s of action to ensure your child’s health and well-being in any instance. Parents will be responsible for any fees that this may incur.

Invoicing:

1. An invoice for services will be sent via email (Xero system) at the beginning of each term, for small group classes and at the beginning of each month for 1:1 tutoring sessions. Your session fees are outlined in the enrolment form you filled in prior to starting with us. If you are not regularly receiving your invoices, please check your junk mail.

2. Payment is required within 14 days of receipt of the invoice.

3. Missed payments will prompt the system to send a reminder notice following 7 days.

4. Should a fee remain outstanding after 2 weeks of receipt of the invoice, then further action may be taken to recover the costs. Future sessions may be cancelled and you may forfeit your allocated tutoring time slot.

5. Invoices that are paid for and processed cannot be refunded. In the instance of overpayment or incorrect payment, you will be issued with a credit notice that may be used to cover future expenses/sessions at The Hub For Kids.

Attendance:

1. Enrolment forms are to be completed and payment made before any child may commence at The Hub For Kids. An invoice will be sent via email prior to the start of each month. No refunds can be made once payment is processed. If the decision is made to cancel your child’s enrolment, please provide a written letter/email giving The Hub For Kids two weeks’ notice before your child’s completion date. Onus is on the parent/guardian to ensure The Hub For Kids has the correct contact details.

2. It is important that you attend your allocated session on time. It is advised that you arrive at least 5 minutes ahead of your scheduled time and remain seated in the waiting area. Due to sessions running on a tight schedule, we are unable to accommodate or adjust session times for late arrivals.

3. In the instance of a late arrival, your session will commence at the time you arrive and conclude at your original scheduled finish time, e.g. if you arrive at 3:35pm for a 3:30pm start, your session will run for 25 minutes until 4:00pm. You will be billed for your 30-minute session plus the 15 minutes allocated to administrative duties, in full.

4. If the educator is running late, the onus remains with The Hub For Kids to provide a full session as originally scheduled.

5. It is important to arrive on time to pick up your child at the conclusion of their appointment. In the instance of late collection, your child will be asked to wait in the waiting area. Due to tight scheduling, it will not be possible to supervise your child after the conclusion of their session due to subsequent sessions needing to commence on time. Parents/guardians remain responsible for their children’s safety and well-being after the scheduled session has officially concluded.

Absences:

1:1 Tutoring:

1. In the instance that your child does not attend their 1:1 tutoring session, The Hub For Kids needs to be contacted.

2. For cancellations notified in advance, one credit is allocated per term. In the instance that your child is absent more than once in a term, you will be required to pay the full cost of the missed session/s.

3. A session cancelled within 3 hours of the scheduled session time will incur the full cost of the session. Payment of the missed session in full will also ensure that you keep your allocated time slot for future sessions.

4. In the instance that your child is absent and The Hub For Kids is not notified, you will forfeit your eligibility for a credit.

5. If you are aware that your child will be away for an extended period of time (e.g. family holiday) please contact The Hub For Kids to discuss holding your child’s time slot and the appropriate fees this may incur.

6. Your child may receive a home reader. Please take good care of our readers as they are a valuable resource. If a reader or resource is lost or damaged, a charge may apply to cover the cost of its replacement.

Small group sessions:

1. In the instance that your child does not attend their small group session, The Hub For Kids needs to be contacted prior.

2. Every effort will be made to offer a make-up session within an alternative The Hub For Kids class. If the make-up session offered is not convenient, the session payment will be forfeited. Make-up sessions are limited to one class per term.

3. In the instance that your child is absent and The Hub For Kids is not notified you will forfeit your eligibility for a make-up session.

4. If you are aware that your child will be away for an extended period of time (e.g. family holiday) please contact The Hub For Kids to discuss holding your child’s time spot and the appropriate fees this may incur.

5. Your child may receive a home reader. Please take good care of our readers as they are a valuable resource. If a reader or resource is lost or damaged, a charge may apply to cover the cost of its replacement.

Public Holidays:

1. The Hub For Kids centre remains closed on all official Victorian Public holidays throughout the year.

2. Should your session fall on a public holiday, your session will be cancelled. Sessions will resume the following week.

3. Families are not invoiced for Public Holidays and do not forfeit their scheduled time slot.

Fees:

1. Fees are discussed and agreed upon prior to the initial session.

2. Any changes to fee structure will be clearly communicated with families.

Other:

1. If the decision is made to cancel your child’s enrolment, please provide a written letter/email is required giving The Hub For Kids two weeks’ notice before your child’s completion date. Onus is on the parent/guardian to ensure The Hub For Kids has the correct contact details.

2. In the instance that The Hub For Kids cancels a session due to illness or lack of staff availability, parents will be notified. Sessions will not incur a charge and families will receive a credit on their next invoice. Allocated session times will remain as such.

3. The Hub For Kids reserves the right to make any and all decisions regarding the smooth running of the centre. This relates to fees, session duration, scheduling, cancellations, invoicing, use of resources, room availability, updating policy etc.

4. Families who have not read the The Hub For Kids services and cancellation policy are still required to adhere to all points in the policy document. Email records will be retained to demonstrate that this information has been efficiently and clearly communicated with all parties.

Please do not hesitate to contact us if you have any queries or concerns regarding any of the information in this document.

Lisa Bellman Ansell

The Hub For Kids

Hamilton House, 5 Hamilton St, Gisborne VIC, 3437