Terms and Conditions OF SALe
(updated AUGUST 2019)
Standard business hours are 9 – 5pm, Monday-Friday, excluding public holidays.
Every effort will be made to respond to messages within 48 hours during business hours.
Full payment needs to be made prior to services being provided.
Payment can be made via the website using credit card (processed via Stripe), Paypal and Applepay.
In the unlikely event an error is made on our website and an incorrect price is displayed, we will contact you and ask you to pay the correct price. Where you are unable to do this we will offer you a full refund.
We hope that you will be happy with the services we provide. In the unlikely event that you are not, please contact the Founder immediately at email@example.com or 0406 776 800 so that we can try and remedy the situation.
Where we are unable to resolve a dispute or difference, the matter shall be submitted to mediation in accordance with, and subject to, the Resolution Institute Mediation Rules.
If the dispute or difference is not settled within 30 days of referral to mediation (unless such period is extended by agreement of the parties), it shall be and is hereby submitted to arbitration in accordance with, and subject to, the Resolution Institute Arbitration Rules. Notwithstanding the existence of a dispute or difference Resilience in Kids shall continue to offer agreed services.
Unless the parties agree upon an arbitrator, either party may request a nomination from the Chair of Resolution Institute.
Where a dispute arises between parents who are separated or divorced about the term-time workshops, holiday camps and/or 1-1 coaching, it is the responsibility of the consenting parent (the parent who made the booking) to resolve this.
Where disputes are not resolved, and where these adversely affect Resilience in Kids staff and/or contractors, we reserve the right to pause or cease the provision of services. No notice is necessary in these instances and no refund will be provided.
term-time Workshops and holiday camps
Enrolment in our term-time workshops and holiday camps will be offered on a first come first served basis.
Joining after term-time workshops have started
We typically accept new children into groups during the first 3 weeks of a term. This includes existing children who may want to switch to another group.
We may accept new children or allow children to switch to another group after week 3 but this will be decided on a case by case basis.
Change of mind
If you change your mind about our workshops, prior to their commencement, we will offer you a full refund. To receive a full refund, we will require a minimum of 2 weeks’ notice.
Within 2 weeks of our workshops commencing, we will offer you a full refund but only if the workshop is full and we are able to fill your child’s place with someone on our wait list.
If the workshop is not full and/or we are not able to fill their place with someone on our wait list, or if there is no wait list, we will offer you a 50% refund.
If our workshops have already commenced and we are in week 1 or 2 of the term, and we are able to fill your child's place with someone on our wait list, we will offer you a pro-rated refund equal to the number of sessions remaining that term.
If the workshop is not full and/or we are not able to fill your child's place with someone on our wait list, or if there is no wait list, we will offer you a 50% refund.
We are unable to offer you a refund if you change your mind after week 2.
Make up classes
We do not offer make-up classes.
We require a minimum number of children to run our term-time workshops and holiday camps. If we do not reach minimum numbers, we may need to cancel or reschedule.
In such an instance we will give you as much notice as possible and will offer you a full refund.
Contact with Resilience Coaches
Parents of children attending our term-time workshops will be invited to a parent briefing at the start of the term where you will have an opportunity to find out more about our program and what your child will be learning, learn some tools and strategies for supporting the program at home and ask any questions.
Once the term-time workshops have started, Resilience Coaches will be available to discuss your child 15 minutes before and after each workshop. Coaches will also be available 15 minutes before and after each holiday camp.
If you would like to speak to your child’s Resilience Coach outside of these times, please contact us and we will connect you with your child’s coach.
We will treat your child with kindness and respect when they are in our care. We will also set clear boundaries and define what our behavioural expectations are of your child. In return, we expect your child to listen to their Resilience Coach or other responsible adults and follow reasonable instructions. We also expect them to treat their coach, other responsible adults and their peers in the group with respect and kindness.
We want all the children in our groups to succeed, including yours. As such, if your child does not comply with these expectations, or is disruptive to the extent this puts their or the other children’s safety at risk or negatively affects their or the other children's ability to engage, we reserve the right to remove them from the group. This may involve us calling you and asking you to pick up your child. In such instances no refund will be provided.
If your child does not respond well to group work, and struggles to regulate themselves in a group environment, you may want to consider 1-1 coaching rather than group term-time workshops or holiday camps. We would be happy to discuss these options with you if you are unsure what would work best.
Where a walking bus service is offered between workshops and venues we commit to doing all we can to ensure the safety of the children in our care.
If there is a change of plan and your child will not be making use of the walking bus it is important you let us know.
We will expect children to comply with the following whilst using the walking bus service. These will be communicated to parents prior to the first workshop so you can reinforce them with your child:
When walking, children should hold hands, either with each other or with their Resilience Coach and/or other responsible adult
Children may be asked to wear a brightly coloured item to make it easier for us to keep an eye on them
Children should listen to their Resilience Coach and/or other responsible adult times and follow reasonable instructions from them
We reserve the right to remove children from the walking bus service who do not comply with these expectations.
For after school workshops, we will tell you where we will meet your child so that you can tell your child.
If they are unable to find the coach at the pick-up point, they should proceed to the school office where the coach will go after 10 minutes.
When we pick up your child for the first time we will take a photograph of them for security purposes. The photo will not be used for any other purpose, e.g. marketing, and will be deleted at the end of the term.
We will never leave the school without your child or without knowing they are safe somewhere.
Where you provide morning or afternoon tea for your child, this needs to be nut free and in a labelled container.
Leaving the workshop
Should your child decide during the workshop that they no longer want to take part we will do all we can to try and encourage your child to stay.
If your child is adamant that they want to leave, and there is nothing that we can do to encourage them to stay, we will call you and ask you to come and collect them.
Whilst we will do all we can to keep your child safe while we wait for you to collect them, we have a responsibility to look after the other children in the workshop. So, from the moment your child leaves the workshop they become your responsibility.
We strongly suggest that if your child is prone to leaving workshops part way through you stay in your car outside for the duration of the workshop. We also ask that you speak with us about this before the workshop so we can agree how we can work together to best manage this.
Pick-up after classes
Before the workshops begin we will ask you to tell us who will be picking your child up from the workshops. We will also ask you to nominate a secondary collector. We will then only allow the child to leave with either of those specified adults.
If your plans change and you would like your child to be picked up by someone else, please let us know.
If you have not let us know and someone else comes to pick up your child, we will call you before letting the child leave with that adult.
We would be grateful if you could avoid being visible to your child whilst you wait to pick them up, i.e. please can you stand back from the windows and avoid waving and peeking in, etc. The end of our workshops is an important time as we do a relaxation and a check-out, and it can be difficult for us to do this if the children are distracted.
Anaphylaxis and asthma
If your child is at risk of anaphylaxis or has asthma it is your responsibility to provide us with all the information we need to ensure their health and safety when they are in our care.
It is also your responsibility to ensure we have access to an in date EpiPen and/or a Ventolin inhaler. Refer to our Health and Safety Policy for further information.
If your child suffers from a medical condition it is your responsibility to provide us with all the information we need to ensure their health and safety when they are in our care. It is also your responsibility to ensure we have access to any medicine we may need to administer.
Refer to our Health and Safety Policy for further information.
After school care
Where children are being collected from and/or dropped off to after-school care providers, children will be under the care of the after school care provider up until they are signed out by us and from the point after which they are signed back in by us.
Where workshops are being run at after-school care providers, and children are not being signed in or out of the after school care, they will remain under the care of the after school provider for the duration of the workshop.
Change of mind
If you change your mind about 1-1 coaching, prior to commencement of the coaching, we will offer you a full refund. To receive a full refund, we will require a minimum of 2 weeks’ notice.
If the coaching has already commenced, we will offer you a pro-rated refund equal to the number of sessions remaining.
Rescheduling coaching sessions
We understand that sometimes things come up and that confirmed appointments need to change. However, we would ask that you give us a minimum of 24 hours’ notice if your child is unable to attend one of their coaching appointments.
If less than 24 hours’ notice is provided we reserve the right to charge you the full fee for that coaching session, i.e. $120.
It is important you ensure that your home is a safe environment for our Resilience Coaches, e.g. that dogs are tied up.
Contact with Resilience Coaches
Before your child’s coaching begins you will be invited to a free, 30 minute call with your child’s Resilience Coach to discuss your child and the coaching they will be receiving.
If you would like to speak to your child’s Resilience Coach outside of these times, please contact the Program Administrator in the first instance at firstname.lastname@example.org who will connect you with your child’s coach.
These Terms and Conditions of Sale are subject to change.