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?
If you cancel an appointment more than 12 hours before its start time, the dollar equivalent of the hours canceled will be credited to your account. 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.
What happens when I cancel hours?
If you cancel more than 12 hours before your appointment’s start time, the 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. This credit expires automatically 120 days after the original purchase.
Hours are refunded 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. 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.
What is Brella’s pickup policy?
Children must be promptly picked up at the end of the scheduled reservation. If you are late, please contact the center immediately so that we can prepare accordingly.
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, our team 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. However, extensions are subject to availability.
What happens if I am late to pickup my child(ren)?
If a family is more than 15 minutes late after their scheduled reservation has ended and they have not extended their reservation via the Brella app or by contacting the center, the family will be charged full price for an additional hour: $28/infant; $25/preschool.
If a family is more than 15 minutes late after a center’s close, they 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, the family’s booking times and days may be limited by the center in its sole discretion.
If a family continues to abuse our late policy, Brella reserves the right to cancel all future bookings and terminate your Brella account.
What happens if the center closes after I already booked an appointment?
If a Brella center needs to close for any reason after you have already booked an appointment, the hours for that appointment will be credited to your account.
Will I get a refund if my account is terminated by Brella?
If we terminate someone’s account, we will refund the unused hours.
Are there any other situations where I am entitled to a refund?
We may provide a refund in other situations if we determine, in our sole discretion, that it is appropriate to do so.
What payment options does Brella offer?
Brella offers three payment options. All payments are processed through third parties, including Stripe and Klarna.
- : You may use a credit card to purchase hours at Brella. All credit card transactions will include a 3% processing fee.
- : You may securely connect a bank account via our Brella app. Payments through ACH do not incur any additional fee.
- : Brella offers payment plans through Klarna. You may split your Brella payment into 4 payments. These are subject to a 6% fee.
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.