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Return and Cancellation Policy

Babysitting Service Terms and Conditions – For Clients

At Alison’s Wonderland, we prioritize the well-being of children and their families, the dignity of our staff, and the human quality of our service. By hiring our services, the client agrees to the following conditions, based on a conscious parenting model and our agency’s core values: kindness, presence, and respectful support.

Respectful, Kind, and Dignified Treatment

A cordial, kind, respectful, and dignified attitude toward the nanny is expected at all times.
Our nannies are trained to offer the same human quality of service: presence, respect, active listening, and kindness toward children and families.
If the nanny experiences disrespect, inappropriate behavior, or a hostile environment, she has the right to immediately stop the service.
In such cases, Alison’s Wonderland reserves the right not to provide services to that client again. The safety and well-being of our team is a priority.

Support Based on Conscious Parenting

Our babysitting services promote a form of childcare aligned with conscious parenting values, which involves:

  • Encouraging conscious and creative play, avoiding the use of screens or tablets.
  • Promoting healthy and respectful nutrition for the child.
  • Conveying values such as empathy, mutual respect, and connection with the environment.
  • Supporting children with presence, respect, mindfulness, and kindness.

Whenever service conditions allow, the nanny will offer conscious play activities, crafts, stories, or dynamics that enrich the emotional and creative experience of the children.

Nanny’s Responsibilities

The nanny is hired exclusively for childcare tasks, such as attention, play, rest, feeding, hygiene, and organizing the spaces used during the service.
She is not required to perform unrelated domestic tasks (general cleaning, laundry, cooking for adults, etc.).
She may assist in preparing meals for the children, if she feels comfortable and circumstances allow. This is not mandatory, but a value-added aspect that can enrich the service.

Breaks, Meals, and Health

For services over 8 hours, the nanny is entitled to a short break if needed to maintain the quality of her care.
During meal times, the family must ensure that the nanny has time to eat and rest.
Food and rest are essential for providing quality service.
The family must inform in advance whether food will be provided to the nanny; otherwise, she will bring her own.

Additionally:

  • There must be at least 8 hours of rest between services, if the nanny deems it necessary.
  • Both parties are responsible for communicating any cold or illness symptoms and may decide to continue or suspend the service based on comfort and risk levels.
  • The agency is not responsible for illnesses, infections, or health complications that may arise between nanny and children.

Transportation and Use of Vehicle

Nannies are not allowed to use their personal vehicles to transport children.
If transportation is required during the service, it must be discussed in advance with the agency.
When the service takes place in a different town than the nanny’s residence, a gas or travel supplement will apply, which will be communicated in advance.

Minimum Service Duration

The minimum duration per service is 4 hours, which applies as the base rate even in one-time cases.

Liability

Alison’s Wonderland is not responsible for accidents, falls, or incidents that may occur during the service.
Each family and nanny must have personal insurance if they wish to be covered for damages or injuries.

Exclusivity and Respect for the Process

At Alison’s Wonderland, we dedicate time and care to the selection, training, and support of our nannies to provide a service aligned with our values.

Out of respect for this work:

  • It is not permitted to contact a nanny directly to hire her outside of the agency.
  • Trying to avoid agency involvement goes against the ethics and professional commitment that Alison’s Wonderland guarantees.

We understand that bonds of trust and affection can develop between families and nannies. If you wish to establish a long-term relationship or more specific services, we are open to dialogue to find a fair solution for both parties.

Our goal is for both families and nannies to feel cared for, heard, and valued.
Kindness, presence, and mutual respect are the heart of Alison’s Wonderland.


Babysitting Service Terms and Conditions – For Nannies

Being part of Alison’s Wonderland means representing a style of childcare based on conscious parenting and our core values: kindness, presence, and respectful support.

By accepting a service, the nanny commits to caring with integrity, acting with coherence, and maintaining honest communication with the agency and families.

Respectful, Kind, and Dignified Treatment

Nannies have the right to receive respectful, kind, courteous, and dignified treatment at all times from families. Likewise, they are expected to maintain the same human quality in their service: presence, kindness, mutual respect, and active listening with both children and adults.

If a nanny ever feels that her work or person is not being respected, she must inform Alison’s Wonderland immediately. The nanny has the right to interrupt the service if she experiences hostility or inappropriate treatment. The agency will act to protect her well-being.

Support Based on Conscious Parenting

The Alison’s Wonderland caregiving approach is based on conscious parenting principles, and nannies are expected to:

Prioritize conscious and active play, avoiding the use of screens or tablets.

  • Promote healthy and respectful nutrition when related to the child’s care.
  • Convey values such as empathy, respect, and environmental awareness.
  • Provide support with presence, kindness, mindfulness, and respect.

When possible, it is appreciated if the nanny brings conscious play activities, crafts, stories, or dynamics that enrich the child’s emotional and creative experience.

Responsibilities and Service Limits

The nanny agrees to perform tasks related to childcare: play, rest, feeding, basic hygiene, and organizing the spaces used during the service. She is not required to do unrelated housework (general cleaning, laundry, cooking for adults, etc.). If she feels comfortable cooking for the children, she may propose it as a value-added service when conditions permit. The nanny must notify the agency of any request to perform tasks beyond those agreed.

Breaks, Meals, and Health

For services over 8 hours, the nanny is entitled to a short break if needed for her well-being and to provide quality care. During meal times, she must ensure she has a moment to eat and rest. Proper food and rest are essential to provide quality and present care. If it is unclear whether the family will provide food, it is completely appropriate to ask the client directly before the service. If the family does not offer food, the nanny should bring her own and plan accordingly.

Health and Prevention

Families are responsible for informing the nanny if the children show symptoms of cold, fever, or other signs of illness. The nanny has full freedom to decide whether to continue or suspend the service based on her comfort and judgment. Likewise, if the nanny shows symptoms, she must inform both the family and the agency. The agency is not responsible for infections, illnesses, or health complications that may occur between nanny and children.

Transportation and Use of Vehicle

The nanny must not transport children in her personal vehicle unless authorized in writing by the agency. If the service takes place in a different town from the nanny’s residence, a travel or gas supplement will apply, to be agreed upon in advance with the family.

Liability and Coverage

The nanny is responsible for her physical and emotional well-being during the service. Alison’s Wonderland is not liable for accidents or incidents that may occur. It is recommended that each nanny have personal insurance for broader coverage against potential harm or damage.

Cancellation and Refund Policy – Babysitting Service

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At Alison’s Wonderland, we offer a conscious, professional, and carefully organized babysitting service. To ensure commitment and fair planning for both families and nannies, we apply the following policy:

Bookings

All bookings must be made through our official website. Upon confirmation, a 20% advance payment will be charged to cover management, coordination, and scheduling. The remaining 80% is paid directly to the nanny at the end of the service, in cash or via Bizum, unless another method is agreed.

Optional Full Online Payment

If the client prefers to pay the full amount online at the time of booking, they may do so. In that case:

  • Local VAT (21%) will be applied.
  • A complete invoice will be issued in the name of Alison’s Wonderland.
  • The service will be considered fully paid, and no further payment will be required to the nanny.

Cancellation Policy

Cancellations made less than 72 hours in advance are non-refundable. The 20% deposit is non-refundable, as it covers management, coordination, and the nanny’s lost opportunity. If canceled more than 72 hours in advance, the client may:

  • Reschedule the service at no extra cost, subject to availability.
  • Or request a refund of the 20%, minus a 5% administrative fee.

No-Show or Last-Minute Cancellation

If the family does not show up or cancels on the same day, the full amount of the service will be due. In exceptional cases (medical emergencies, force majeure), Alison’s Wonderland may consider making exceptions, but is not obligated to do so.

Changes in Service Duration

If the service is shortened the same day (e.g., the client ends early), the originally booked time will still be charged. If the client wishes to extend the service, it must be agreed in advance with the agency or nanny, and payment will be adjusted accordingly.

Cancellation by Alison’s Wonderland

In the unlikely event that Alison’s Wonderland must cancel the service, the client will receive:

  • A full refund of the 20% deposit.
  • And/or the option to reschedule the service with another available nanny.


Cancellation, Return, and Refund Policy – Workshops and Events

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At Alison’s Wonderland, we understand that families may experience unexpected changes and need flexibility. That’s why we’ve designed a balanced cancellation and refund policy that supports both our event planning and families’ real needs.

Applicability

This policy applies to purchases made through our website, including:

  • Individual workshops
  • Modular or multi-session programs
  • Special events and one-time activities

Order Cancellation

Cancellations made up to 5 days before the start of the workshop or event entitle the client to:

  • A 100% refund of the amount paid, or
  • Free rescheduling to another date (subject to availability)

Cancellations made between 5 and 2 days before the start of the workshop or event will receive:

  • A 50% refund, or
  • A 100% credit voucher valid for another activity within 2 months

Cancellations made less than 24 hours in advance, or no-shows without notice, will not be refunded. However, exceptional cases due to force majeure or justified circumstances may be considered.

Changes and Rescheduling

We offer the possibility to reschedule a child’s participation if family-related issues arise (illness, scheduling conflict, etc.), provided we are notified at least 24 hours before the workshop starts. Rescheduling may be done once per booking, based on availability. If rescheduling is not possible, a voucher valid for 2 months may be issued.

Modular or Program-Based Workshops

For programs with multiple sessions (e.g., 3-month cycles), the child’s place is reserved for the full cycle. If the child misses a session due to family, health, or travel reasons, the session may be recovered in another group or equivalent workshop, depending on availability. To facilitate rescheduling, families must notify us at least 24 hours before the missed session. Partial refunds will not be offered once the program has started, but families are guaranteed the opportunity to make up the content and value through other activities.

In special cases (extended absence due to medical or family reasons), we may offer:

  • Group changes, if another is available
  • A proportional voucher for future activities
  • Or a flexible calendar if the child rejoins a later edition

Cancellation by Alison’s Wonderland

If Alison’s Wonderland must cancel an activity due to logistical, health, or force majeure reasons, the client may choose to:

  • Reschedule their spot to a similar date
  • Request a full refund of the amount paid

Refund or Change Requests

To request a change, refund, or reschedule, please email: 📧 info@alisons-wonderland.com Include your name, order number, the workshop or event reserved, and the reason. We will reply within a maximum of 72 business hours.

A Human and Flexible Approach

We know that conscious parenting also requires human and flexible spaces. That’s why at Alison’s Wonderland, we evaluate each case individually and with empathy. We are not an automated booking system, and we will do everything possible to ensure that solutions benefit both your family and the success of our activities.