Bookings and Cancellations Policy

Policy Purpose

We have designed our Booking and Cancellation Policy to support our commitment to continuing to deliver industry leading, best practice and quality assured outside school hours care services along with ensuring we are able to plan effectively for staffing.

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

Bookings: Early Bird 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.

Available in Victoria, NSW, ACT and WA only where flexible pricing is in place.

Flexible

Bookings: Flexible 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

Bookings: Last Minute bookings for Before School and After School sessions can be made within 48 hours of the session start time.

Cancellations: Last Minute 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 395 735, or via direct contact with the service coordinator. The booking will be marked absent, and the regular gap fee will apply.

Parent Portal Online Booking

If the session has availability, bookings can be made online via the Parent Portal as follows:

Before School program bookings can be made on the Parent Portal up until the start time of the session.
After School program bookings can be made on the Parent Portal up until 8 hours before the start time of the session.
Holiday Program bookings can be made on the Parent Portal until 48 hours before the session starts.

For booking requests outside of the Parent Portal booking timeframes please phone the service or Customer Experience team who will be able to assist in most cases. If approved, these bookings will be made as Last Minute bookings.

General Flexible Booking Terms and Conditions

For bookings made more than 15 days before a session, families can choose either Early Bird or Flexible booking options. Where no preference is specified, bookings made will default to Early Bird bookings. **

** Not appliable to QLD services. QLD services’ default booking type is Flexible.

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 395 735, 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 395 735, 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.

Flexible Booking Additional Fees and Charges:

Non-Notified Absence Fee: If a child cannot 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 or direct contact with the service coordinator. If this is not completed prior to the session start time, a Non-Notified Absence Fee^ will apply.

^The Non-Notified Absence Fee is $20.88 for OSHClub services starting Term 4 2024.

Late Pick-Up Fee: If a child is not picked up before the official closing time of the service, a $20.88 per 15-minute Late Pick Up Fee will be automatically applied to the account.

Holiday Program (Holiday HQ)

Bookings: Holiday HQ bookings can be made on the Parent Portal up until 48 hours before the start time of the session. Bookings made within 5 days or less before the start of a Holiday HQ session will incur an additional $4.18 fee.

Cancellations: To avoid out-of-pocket costs, cancellations must be made 7 days or more before the session starts. If a child cannot attend and notice is provided within 7 days, the booking will be marked absent, and regular gap fees will apply.

Additional Experience Surcharges:

Holiday Program sessions may have an additional charge applied if the day includes an additional experience (e.g. make-and-take days, special in-house events and excursions). These fees will be communicated on the JAG website and within the Holiday Program (Holiday HQ) brochures. These fees are subject to change as activities may be adjusted before the session begins.

Holiday Program Experience fees are eligible for Child Care Subsidy (CCS) and cannot be separated from the regular price of the booking.

Pupil Free Days

Bookings: Pupil Free Day bookings can be made on the Parent Portal up until 48 hours before the start time of the session. Bookings made within 5 days or less before the start of a Pupil Free Day session will incur an additional $4.18 fee .

Cancellations: To avoid out-of-pocket costs, cancellations must be made 7 days or more before the session starts. If a child cannot attend and notice is provided within 7 days, the booking will be marked absent, and regular gap fees will apply.

Holiday Program Additional Fees and Charges:

^The Non-Notified Absence Fee is $20.88 for OSHClub services starting Term 4 2024.

Late Pick-Up Fee: If a child is not picked up before the official closing time of the service, a $20.88 per 15-minute Late Pick Up Fee will be automatically applied to the account.

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.

Standard booking option:

Before School (Rise then Shine) program bookings can be made on the Parent Portal up until the start time of the session.

After School (Stay and Play) program bookings can be made on the Parent Portal up until eight hours before the start time of the session.

Holiday Program (Holiday HQ) bookings can be made on the Parent Portal up until 48 hours before the start of the session.

To make a booking after this time, please contact your service directly.

Bookings made within 24 hours before the start of a session during term time and within five days of a Holiday Program session will incur an additional $4.18 fee.

Cancellations must be made at least 48 hours before the start of a session during term time and 7 days prior to a Holiday Program session to avoid any out-of-pocket costs. Cancellations within this period will incur the full fee, less any applicable CCS.

Standard Booking Applicable Fees and Surcharges:

Late pick-up

A $1.05 per minute, per child fee may apply for children picked up after the service close time.

Non-Notified Absence Fee

An additional $5.22 fee per child may be charged for any after-school care booking where no notice of cancellation is provided prior to the session.

If you require further information, including information related to whether your service is yet to transition to Flexible Pricing please contact the JAG Customer Experience team.

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.

Waitlist: Auto-Convert upon Vacancy

When a session is fully booked, we may enable a waitlist for that session. By adding your child to the waitlist for a fully booked session, you are agreeing to the following:

When a place becomes available for a waitlisted session, the next Waitlist Booking will be converted automatically to a regular booking and all enrolment Terms and Conditions and fees/surcharges applicable to regular bookings apply. Fees and charges specific to your service can be found on this website by searching for your service using the search bar.
Waitlist is first come, first serve. If space in the relevant waitlisted session becomes available, Bookings will be created in order of when the Waitlist Booking was created. We will notify you immediately by SMS and email if we convert your Waitlist Booking into a confirmed booking.
Waitlist Bookings do not guarantee a regular booking for the waitlisted session.
Waitlist Bookings do not consider siblings, and each child’s Waitlist Booking is individual for that child regardless of relationships recognized in the system. This means that when siblings are waitlisted for the same session but only one booking becomes available, only one child will have their Waitlist Booking automatically converted to a true Booking. The other child/ren will remain on the waitlist.
There is no charge to add a Waitlist Booking. To avoid any fees, please cancel the Waitlist Booking before it is converted to a true Booking. You can cancel the Waitlist Booking by cancelling the Waitlist Booking on your parent portal.
If a Waitlist booking auto-converts to a true booking, all applicable charges pertaining to that booking will apply. Waitlisted bookings that are no longer required must be cancelled prior to auto-conversion to avoid a charge
Waitlist Bookings are not available within the late booking period. The late booking period for your service can be found above. To book for a session within the late booking period, please contact your service coordinator or our Customer Experience team.