Booking
Why can I not book yet?
Why can I not book yet?
Open Children. Each child’s card says what is needed. It might be a missing detail, the club’s terms to accept, or the club checking your child first. Press Add what’s missing to fix it. See Your children.
It says bookings are paused. What does that mean?
It says bookings are paused. What does that mean?
Your club pauses new bookings while a payment is overdue. Your existing places are not affected. Pay the overdue amount and you can book again straight away. See Paying what you owe.
The date I want is full. Can I wait for a place?
The date I want is full. Can I wait for a place?
If the club runs a waiting list for it, yes. You are emailed if a place comes up. See Waiting lists.
How long are places held in my basket?
How long are places held in my basket?
For a limited time, shown on the basket. See Your basket.
Paying
Am I booked if I paid by card and then closed the page?
Am I booked if I paid by card and then closed the page?
Yes. Once your card payment goes through, the booking is finished even if your browser is closed. Check Bookings to see it. See Paying by card.
Could I be charged twice?
Could I be charged twice?
No. Pressing pay twice, or paying in two tabs, makes one payment. If a payment is still confirming, the page says so and asks you to check back before paying again.
Can I pay with Tax-Free Childcare?
Can I pay with Tax-Free Childcare?
If your club takes it, yes. You can pay straight from your childcare account at checkout, or book now and pay from it later. See Paying with Tax-Free Childcare.
HMRC says my reference does not match
HMRC says my reference does not match
Check your child’s Tax-Free Childcare reference and date of birth against your childcare account. The reference looks like
ABCD12345TFC. It is not your 13-digit account number. You can correct it right where the message appears.Can I pay part by card and part from Tax-Free Childcare?
Can I pay part by card and part from Tax-Free Childcare?
No. One booking is paid one way. If your childcare account cannot cover the whole booking, choose to pay from it later, or pay by card instead.
Where do I find what I owe and how to pay it?
Where do I find what I owe and how to pay it?
In the To pay panel on Bookings. It shows the total across every booking and how to pay it. See Paying what you owe.
I need proof of what I paid for my employer or HMRC
I need proof of what I paid for my employer or HMRC
Download a receipt from Payment receipts on Bookings. See Downloading a receipt.
Changing a booking
How do I cancel a place?
How do I cancel a place?
On Bookings, press View sessions, then Cancel place. You are shown what happens to your money before you confirm. See Cancelling a place.
Do I get my money back if I cancel?
Do I get my money back if I cancel?
If you had paid, the money becomes credit on your account and is taken off your next booking automatically. If you would rather have the money back, ask the club.
It says I cannot cancel. Why?
It says I cannot cancel. Why?
Your club’s deadline for that place has passed, the club does not allow cancelling online, or the session has started. Contact the club, who can still help.
Can I swap to a different day?
Can I swap to a different day?
Yes, on the same programme, if it is not too late to cancel. Press Move on the place. Each date shows what it would cost before you choose. See Moving to another date.
The club cancelled a session. What happens to my money?
The club cancelled a session. What happens to my money?
You are emailed. Card payments may go back to your card, which takes 5 to 10 working days, or the money may become credit. The email says which.
Your account
I have no password. How do I sign in?
I have no password. How do I sign in?
You sign in with a code sent to your email. See Finding your club and signing in.
How do I stop the club's marketing emails?
How do I stop the club's marketing emails?
Turn off Booking emails on My account, or press Stop booking emails from the club at the foot of any booking email. You still get everything about your own bookings. See Emails from the club.
How do I see when my children are at club?
How do I see when my children are at club?
Open Calendar. It shows each week, or the whole month, with times, what to bring and where to go. See Your calendar.
How do I remove a child?
How do I remove a child?
Open the child’s page from Children and press Remove at the foot. Cancel any places still to come first. See Your children.
How do I delete my account?
How do I delete my account?
Delete my account is at the foot of My account. Your children’s records and past payments stay with the club. See Your account.