Why is there a Booking Services Fee?

Recap of September changes and rationale for this update
In September, we introduced an enhanced self-service booking management tool, allowing parents/guardians to amend their own bookings rather than relying on local or central administration. To utilise the tool, customers were required to purchase flexi-cover at point of booking (10% of total booking amount), or pay an individual admin fee (£5) per change made without the initial cover.

Since then, parent feedback has been clear
Families want greater simplicity, and flexibility when booking childcare. In addition, high-spending parents purchasing flexi-cover highlighted that this was a financial burden compared to those spending less and booking more regularly. To respond fully and consistently to this feedback, we are now introducing a simplified Booking Services Fee that supports these improvements while ensuring the platform remains reliable and well supported.

What this means for parents
From January, the previous 10% optional flexi-cover add-on will be removed. Instead, all bookings will follow a single, straightforward journey with one clear £1.25 Booking Services Fee per transaction.

This approach delivers:

• Ultimate flexibility – parents can move bookings themselves up to 24 hours before a session starts.
• Clarity and simplicity – one transparent fee rather than optional add-ons or variable admin charges.
• Fairer outcomes – parents who previously paid 10% flexi-cover will often see a saving, while those who did not take flexi-cover will no longer face separate admin fees when making changes.

Our top tips to help you save
We recognise that some parents book less regularly and may notice the £1.25 fee on each transaction, compared with those who block book in advance. Our rationale and justification of the change is clear – data highlights that the majority of parents and families are paid by employers on a monthly basis, therefore budget accordingly. As a result, the most common reason parents will book more regularly is to meet their changing schedules. This change supports flexibility in abundance – every customer can make an amendment to their booking to move to a different date whenever they require it.

In addition, a high proportion of parents and guardians are eligible for Tax-Free Childcare or other childcare funding schemes, which reduces the overall cost of care. Just 1 in 3 of our customers are utilising these schemes, which we want to work to improve.

Flexibility for advance and occasional bookings
Parents who book in advance or less frequently, and therefore incur fewer booking fees overall, will now benefit from increased flexibility. If plans change, they can move their booking to another suitable date up to 24 hours before the session begins, ensuring childcare arrangements can adapt to changing family schedules.