Brella Pricing & Cancellation Policy

 

How are Brella’s services billed? 

Our childcare services are scheduled and billed by the hour. The more hours you purchase each month, the lower the average hourly price becomes. Our pricing is designed so you only pay for what you need. Pricing varies based on the child’s age.  Our hourly rates are published on our website and can also be found on our mobile app. Hours are purchased at the time of booking.

 

Brella reserves the right to increase or decrease prices for our hourly services. We will provide a minimum of 30 days’ notice for any pricing changes.

 

What is Brella’s cancellation policy?

Customers receive 100% credit back to their account for cancellations made with 48 hours (2 days) notice. Customers will receive 50% credit back to their account for cancellations made between 12-48 hours before the beginning of their appointment. Customers will not receive any credit back for cancellations made within 12 hours of the beginning of the appointment. 

You can use these credits for future bookings. If you do not cancel more than 12 hours prior to your appointment, or if you miss an appointment, you will be charged the full amount of your reservation. You can cancel any time via the Brella app or by contacting the center.

 

What happens when I cancel hours?

If you cancel more than 48 hours before your appointment’s start time, the full dollar value of those hours is returned to your account as credit that you can use to purchase hours, lunches, or other products through the Brella app in the future. If you cancel between 12-48 hours before your appointment you will receive 50% of the dollar value of those hours back to your account as credit that you can use to purchase hours, lunches, or other products through the Brella app in the future. If you cancel less that 12 hours before your scheduled appointment, you will not receive and credit back to your account. This credit expires automatically 120 days after the date of cancellation. 

Hours are credited in the opposite order of their purchase: when you cancel an hour, you receive credit for the dollar value of the most recently booked hour; this process continues sequentially. 

 

Can I extend the amount of time to use my credits?

Extension of the amount of time to use credits may not be available and is on a case-by-case basis. If you would like to extend the time to use your credits, you can contact your Brella center to ask if it is possible. Brella centers will take into consideration your family’s needs and the amount of the credit when determining whether an extension is possible. 

 

Can I receive a refund for unused hours? Can I transfer them?

Except as expressly provided in this policy, purchased but unused hours are non-refundable and may only be used for the registered user or the child(ren) included in the user’s Brella account. For more information please refer to the Refund Policy section below. You may not transfer purchased hours to another Brella account.

 

What happens if I want to add hours in the month?

Every hour you add to your schedule will cost incrementally less based on the number of hours you have already purchased for the current month. You can add hours at any time in our mobile app.

 

Does my discount extend to the next month?

No. Each month you start anew and the hour counter resets. 

 

Does the volume discount apply to weekends, extended hours, and date nights?

Yes, our volume pricing applies to any childcare hour you purchase at Brella. 

 

Do non-childcare purchases such as lunches, classes, or events, apply to my volume discount? 

No. Only childcare hours apply to your volume discount. 

 

Do childcare hours purchased at different Brella centers count towards my monthly volume discount? 

Yes. All childcare hours purchased for the same month (even at different Brella centers) will all apply to your monthly volume discount. 

 

Do hours purchased with credits apply to my monthly volume discount. 

Yes. Any hour you purchase with a credit counts toward your monthly volume discount. 

 

Can I combine two different Brella App accounts for a volume discount? 

At this time, all purchases must be made from a single Brella App account in order to get the discount; we cannot combine purchases across accounts. 

 

Can I transfer a volume discount? 

No, volume discounts are non-transferrable. 

 

Can I transfer a credit? 

No, credits are non-transferrable.

 

Late Arrival and Pickup Policy

 

What is Brella’s pickup policy? 

Children must be promptly picked up at the end of their scheduled reservation. If you are late please contact the center immediately so that we can prepare. If you are late and we haven’t heard from you, our team will attempt to reach you by phone. If they are unable to reach you, they will contact an authorized emergency/Safe Pick-up contact. If we are unable to contact you or an authorized Safe Pick-Up within one hour after the reservation has ended or 30 minutes after facility closing, we are required by law to call the local police department.

 

Can I extend a reservation due to unforeseen circumstances?

Families who wish to extend their reservation during our business hours may do so via our mobile app or by calling our customer support team. Extensions are subject to availability.  If a family is more than 10 minutes late after their scheduled booking has ended the family will be charged $40/child. 

 

What happens if I am late to pickup my child(ren)?

If a family is more than 10 minutes late after their scheduled booking has ended the family will be charged $40/child. 

 

What happens if I am repeatedly late to pickup my child(ren)?

If a family is late more than 3 times in a month, the family will be placed in a probationary period. If the family picks up late during this probationary period, their booking times and days may be limited by the center.  

If a family continues to abuse our late policy, Brella reserves the right to prevent all future bookings.

 

Refund Policy

Brella purchases are non-refundable so we can maintain our high-quality program and our full-time center staff. Hours canceled within our cancellation window are returned as credits to the user’s account and may be used to purchase child care, meals, classes, or services from Brella in the future. Credits are non-transferrable.

 

All sales are final. We do not offer refunds or exchanges for any purchased child care hours, meals, classes, or services purchased through Brella.

 

This policy applies to all purchases including, but not limited to child care hours, parent education classes, family classes, child meals, and other services rendered by Brella.

 

Exceptions

Brella may, at its sole discretion, consider refunds in exceptional circumstances, such as those listed below.

 

Exceptions to this policy will be evaluated on a case-by-case basis and granted solely at Brella’s discretion.

 

Reasons for a possible exception to our refund policy:

• Brella is unable to care for a child based on a specific physical, emotional or other need identified by Brella
• Brella does not provide the service due to an interruption such as a closure
• A booking error or mistake made by the customer, such as an accidental double booking, a booking made on the wrong date/time, or a booking for the incorrect child, only if Brella is notified by email within 12 hours of the mistake and the booking is not used.
• A technical issue caused by Brella or its mobile app such as a documented system error that caused a booking to be lost, duplicated, or mismanaged. In this case the customer must provide evidence of this technical issue, such as  a screenshot. 
• Significant financial hardship such as the loss of the employment by the primary breadwinner or a significant medical emergency. 

 

Reasons NOT eligible for an exception to our refund policy:

• Family has moved or relocated
• Enrollment in a new school or child care situation
• Illness

 

Contact Us

If you have questions about our refund policy, please contact us before making a purchase.

 

We encourage you to review our Admission, Cancellation and Refund Agreement (signed during your initial enrollment paperwork at Brella) for further information regarding your rights and obligations with respect to your purchases.

 

Changes to this Policy

Brella reserves the right to update or change this refund policy at any time. Any changes will be effective immediately upon posting the updated policy on our website.

 

By making a purchase with Brella, you acknowledge that you have read and agree to abide by this no refund policy.

 

Payment Options

 

What payment options does Brella offer?

Brella offers three payment options. All payments are processed through third parties, including Stripe and Klarna. 

• Credit Card: You may use a credit card to purchase hours at Brella. All credit card transactions will include a 3% processing fee. 
• ACH: You may securely connect a bank account via our Brella app. Payments through ACH do not incur any additional fee. 
• Klarna: Brella offers payment plans through Klarna. You may split your Brella payment into 4 payments. These are subject to a 6% fee. 

 

Parent Education or Family Classes

Brella offers parent education and family classes at our centers, which are subject to the following specific terms. 

 

What are the specific payment terms for parent and family classes offered by Brella?  

Prices for these classes can be found on our Events page on our website at https://hellobrella.com/villages/. The payments are processed through AcuityScheduling.com. 

 

Are the classes refundable? 

Parent Education and Family Classes are non-refundable. If you cancel at least 12 hours before the start of the class, we can offer you credit for a future class. For more information on our refund policy please refer to the Refund Policy section above.