Cancellations and Refunds Policy
At Kooee Kids Nature Play, we want families to feel supported with simple and transparent cancellation and refund guidelines. Our aim is to keep things fair for everyone while also making sure our programs remain sustainable and safe.
We love being able to offer families the chance to join in our Nature Play sessions. Because our groups are small and based on set ratios, each booking matters. When a family cancels without enough notice, it can mean another child misses out and our planning with staff and activity providers is affected.
Cancellations by Families
We understand that sometimes plans need to change. If you need to cancel, please let us know as soon as possible.
Cancellations made at least 48 hours before the program start time are eligible for a refund, minus a $5 administration fee to cover processing costs.
Cancellations made within 48 hours of the program start time will unfortunately mean fees are forfeited, as staff and resources will have already been confirmed.
Cancellations by Kooee Kids Nature Play
In the rare event we need to cancel a session (for example due to severe weather, low ratios or unforeseen circumstances), families will be offered a full refund, credit or reschedule, with no administration fee applied.
Absence Due to Illness
The health and wellbeing of our children, families and staff is very important to us. If your child or anyone in your household who is attending is unwell, please keep them at home and let us know. In these cases, we are happy to offer a credit for a future session. Refunds are not available.
If a child arrives at Kooee Kids Nature Play showing signs of illness, we will contact you to arrange pick up. Please note that credits cannot be issued once a session has begun. Because our programs are carefully planned around ratios, staff and resources, we are unable to provide make up days or refunds for missed sessions due to illness.
Withdrawing from a Series
If a participant chooses to leave a series before the completion of a casual visit or term program, no refunds, credits or transfers will be provided.
Minimum Numbers
Some programs require a minimum number of participants to go ahead. If minimum numbers are not met, your family will be offered a full refund, booking change or credit.
Severe Weather
The safety of participants is always our priority. Severe weather may include thunderstorms, high winds, flash flooding or extreme tides. If conditions are unsafe and a new venue cannot be found, sessions may be cancelled in advance. In this case, families will receive a credit towards another session.
If a session is cut short or cancelled partway through due to unsafe conditions, fees for that day cannot be refunded.
Wet Weather
Our sessions run rain or shine, and we embrace the philosophy that there is no such thing as bad weather, only inappropriate clothing. Shelter will be available when needed. Please check the forecast and pack wet weather gear and spare clothes as appropriate.
Sessions will only be cancelled if storms, hail or high winds are predicted. In this case, families will be credited for another workshop. Refunds are not offered. If you choose not to attend due to wet weather, fees will be forfeited. Please check your emails and text messages on the morning of the workshop for any updates.
Record Keeping
All refund and cancellation requests, decisions and communications will be documented and stored securely.
Breaches of this Policy
All bookings and payments are expected to follow this policy. Failure to comply with payment terms may result in the cancellation of bookings.
Variations
Kooee Kids Nature Play reserves the right to review, update or amend this policy at any time. It is the responsibility of participants to stay informed of any updates.
More Information
For more information about payment options, refunds, cancellations or payment terms, please email kooeekids@outlook.com