Bookings and Cancellations Policy
Bookings, fees, and terms and conditions
Important Note: For eligible families all before school, after school and holiday program (vacation care) sessions are subsidised by the childcare subsidy (CCS). Please check your entitlement to reduce out-of-pocket fees. Please refer to Services Australia Childcare Subsidy for eligibility and entitlement.
*Fees after government subsidy stated on our website represents 90% of Childcare Subsidy. To get an accurate representation on the CCS applicable to your family, please refer to Services Australia Childcare Subsidy.
Flexible booking options:
Early Bird Adventure
Bookings: Early Bird Adventure bookings for before and after school program sessions must be made 15 or more days in advance of the session date.
Cancellations: To avoid out-of-pocket costs cancellations must be made 14 or more days prior to the session date. If a child cannot attend and notice is provided within 14 days, the booking will be marked absent and regular gap fees will apply.
Flexible Adventure
Bookings: Flexible Adventure bookings for before and after school program sessions must be made three or more days in advance of the session date.
Cancellations: To avoid out of pocket costs, cancellations must be made 48 hours or more prior to the session start time. If a child cannot attend and notice is provided within 48 hours, the booking will be marked absent, and regular gap fees will apply.
Last Minute Adventure
Bookings: Last Minute Adventure bookings for before and after school program session can be made in the Parent Portal between 24 and 48 hours in advance of the session start time.
For bookings required within 24 hours of a session start time please phone the Customer Experience Team on 1300 612 462 who will be able to assist in most cases. If approved, these bookings will be made as Last Minute Adventure bookings.
Cancellations: Last Minute Adventure bookings are not eligible for free cancellation. If a child cannot attend on a particular day, the child's absence must be notified before the session start time. This can be done via the parent portal, via an email or phone call to our Customer Experience Team 1300 612 462, or via direct contact with the service coordinator. The booking will be marked absent, and the regular gap fee will apply.
General Flexible Booking Terms and Conditions (VICTORIA and WESTERN AUSTRALIA only)
For bookings made more than 15 days in advance of a session, families will have the option to choose either Early Bird Adventure or Flexible Adventure booking options. Where no preference is specified, the bookings will default to Early Bird Adventure bookings.
Adventure Pack Discounts:
Adventure Pack 70*
Bookings: Book 70 or more sessions in a school term.
To receive the Adventure Pack 70 discounted rate# bookings must be made 15 or more days in advance, for 70 or more sessions across the school term. Bookings may include Before and/or After School programs (Rise then Shine and Stay and Play) but exclude Holiday Program (Vacation Care) bookings. Adventure Pack 70 sessions can include multiple children in the same family but must be booked in a single instance and occur within a single term.
Cancelling Sessions: Bookings made within the Adventure Pack 70 are not eligible for free cancellation. If a child cannot attend on a particular day, the child's absence must be notified before the session start time. This can be done via the parent portal, via an email or phone call to our Customer Experience Team 1300 612 462, or via direct contact with the service coordinator. The booking will be marked absent, and the regular gap fee will apply.
Adventure Pack 90*
Bookings: Book 90 or more sessions in a single school term.
To receive the Adventure Pack 90 discounted rate#, bookings must be made 15 or more days in advance for 90 or more sessions. Bookings may include Before School and/or After School programs (Rise then Shine and Stay and Play) but exclude Holiday Program (Vacation Care) bookings. Adventure Pack 90 sessions can include multiple children in same family but must be booked in a single instance and occur within a single term.
Cancelling Sessions: Bookings made within the Adventure Pack 90 are not eligible for free cancellation. If a child cannot attend on a particular day, the child's absence must be notified before the session start time. This can be done via the parent portal, via an email or phone call to our Customer Experience Team 1300 612 462, or via direct contact with the service coordinator. The booking will be marked absent, and the regular gap fee will apply.
* Not available in all locations. Please refer to your service information page for detailed session fees and discount packages.
# Refer to service information page for detailed session fees and discount packages.
Additional Fees and Charges:
Non-Notified Absence Fee: If a child is unable to attend an after school program session, they must be marked absent before the session start time. This can be done via the parent portal, an email or phone call to our Customer Experience Team 1300 612 462, or direct contact with the service coordinator. If this is not completed prior to the session start time, a $20 Non-Notified Absence Fee will apply.
Late Pick Up Fee: If a child is not picked up before the official closing time of the service, a $20 per 15-minute Late Pick Up Fee will be automatically applied to the account.
Holiday Program Incursion and Excursions: Holiday Program sessions may have an additional charge applied depending on the cost of incursions or excursions. These fees will be communicated through the Holiday Program information available online or in brochures ahead of bookings becoming available before each school holiday period. These fees are subject to change as activities may be adjusted before the session begins.
These fees will be Child Care Subsidy (CCS) inclusive and cannot be separated from the regular price of the booking.
Classic booking option:
Before and After School Care Sessions
Bookings can be made online any time up to 24 hours before the session commences. To make a booking after this time, please contact your service directly.
Late bookings will incur an additional $4.00 fee. To avoid any out of pocket costs, cancellations must be made at least 48 hours or 7 days* before the session commences. Cancellations within this period will incur the full fee, less any applicable CCS.
* Depending on the service. Please check with your service directly.
Applicable Fees and Surcharges:
Late pick-up
A $1.00 per minute, per child fee may apply for children picked up after the service close time.
Non-Notified Absence Fee
An additional $5.00 fee per child may be charged for any before or after school care booking where no cancellation is provided.
Holiday/ Vacation Program Sessions
Holiday program bookings can be made online up to 5 days before the session commences. To make a booking after this time, please contact our Customer Experience team. Late bookings will incur an additional $4.00 fee. To avoid any out of pocket costs, cancellations must be made at least 7 days before the session commences. Cancellations within this period will incur the full fee, less any applicable CCS.
Holiday Program Incursions and Excursions:
Holiday Program sessions may have an additional charge applied depending on the cost of incursions or excursions. These fees will be communicated through the Holiday Program information available online or in brochures ahead of bookings becoming available before each school holiday period. These fees are subject to change as activities may be adjusted before the session begins.
These fees will be Child Care Subsidy (CCS) inclusive and cannot be separated from the regular price of the booking.
Holiday Program further information:
Holiday HQ Program guidelines
The provision of food is subject to the service. Please contact the service directly to understand if your service does provide food and share any important allergy or dietary information.
If your service does not provide food. Please bring a packed lunch, afternoon snack, and a reusable drink bottle. Make sure all food adheres to the service's allergy guidelines. Please contact the service directly for more information about what food can be brought to your service.
Please be mindful for the planned activities, ensuring your child wears appropriate and comfortable clothing, which follows our sun-smart policy (including closed-toe shoes).
For safety and peace of mind, please leave valuables, and electronic devices (such as tablets and smartphones) at home.
Excursion information
Please arrive by 8:30am for all our excursion days, unless otherwise stated.
Please directly contact your service team for any specific activity information and to ask questions, including queries about permission forms and potential waivers.
Please note, our holiday program activities vary from service to service. To ensure you have the most accurate information for activities occurring at your service, including medical and other requirements related to your child/ren, please contact your service directly.
Medical management
So we can provide the best and safest care, it is important that you inform the service if your child/ren has an identified health care need, allergy or relevant medical condition diagnosed by a registered medical practitioner. On your first day of attendance, bring along a completed Risk Minimisation form, Medical Management forms and any required medications. All medications (including ointments and creams) must be prescribed by a medical practitioner, be in the original container with original pharmacist labels and clear instructions. All labels must be legible and undamaged, and the medication must still be within its expiry date.
