Our Policies
Scheduling & Cancellation Policy
Last updated: October 2026
This policy explains how SparkleSprouts sessions are scheduled and what happens when a session needs to be changed or cancelled. It applies to all families and is provided at enrolment.
1. Scheduling
Session times are agreed between the family and SparkleSprouts at enrolment. Families are encouraged to keep a consistent weekly slot where possible, as routine and predictability genuinely help most of the children we work with, and a regular time makes the programme easier to sustain.
- Sessions are typically scheduled weekly, though twice-weekly is available
- All scheduling and rescheduling is arranged through SparkleSprouts, not directly with your coach
- Your coach will confirm each session in advance where that has been agreed with you
2. Cancelling or Rescheduling a Session
| Notice given | What happens |
|---|---|
| 24 hours or more | The session is rescheduled at no cost, subject to coach availability. Nothing is deducted from your package. |
| Less than 24 hours | The session is counted as used and deducted from your package. This applies regardless of the reason. |
| No notice (missed session) | The session is counted as used and deducted from your package. |
We know that children have unpredictable days, and we understand this is sometimes genuinely outside a family's control. The 24-hour rule exists because your coach reserves that hour for your child, prepares materials specifically for them, and often travels a considerable distance. With notice, that time can be offered to another family. Without it, it cannot.
3. If SparkleSprouts Cancels
In the rare event that a coach cannot attend due to illness or unforeseen circumstances, we will inform you as soon as possible and arrange a replacement session at a time that suits you.
- Nothing is deducted from your package
- Where possible we will offer a replacement session within the same week
- If your regular coach is unavailable for an extended period, we will discuss options with you before making any change
We do not substitute coaches without discussing it with you first. Continuity of relationship matters more in our programmes than getting a session in on schedule.
4. Late Arrival and Session Timing
If your child is not ready
If your child is not available or not ready at the scheduled time, the session will still end at the originally agreed time, so that the coach can reach their next family.
A child who needs twenty minutes to settle is having a completely normal session; the coach will use that time supportively, and no family should feel they have wasted anything. The session simply ends when it was always going to end.
If your coach is delayed
If your coach is running late, they will contact you directly. Where possible the session will run its full length; where that is not possible, the missed time will be made up in a later session or the session rescheduled.
If nobody is home
A parent or responsible caregiver must be present in the home throughout every session. If the coach arrives and no responsible adult is present, the session cannot go ahead and will be counted as used. This is a safeguarding requirement and is not waived.
5. Session Packages
| Point | Detail |
|---|---|
| Validity | 10-session packages are valid for six months from the date of purchase. The package is priced as nine sessions: your 10th session is free. |
| Sharing | Packages are for the named child and cannot be transferred to another child or family. |
| Pausing | If you need to pause for an extended period (travel, illness, family circumstances), tell us. We will hold your package and agree a restart date. |
| Deductions | Sessions are deducted when delivered, or when cancelled with less than 24 hours' notice. |
6. Refunds and Ending a Programme
If you need to stop partway through a programme, please talk to us.
We look at every situation individually and find a fair way forward, whether that is pausing your package, switching to a different programme, changing coach, or something else entirely. We handle these conversations personally rather than by policy, because every family's circumstances are different.
Any arrangement is agreed directly with you and confirmed in writing.
If the programme is not the right fit
Occasionally a programme turns out not to suit a child, and that is genuinely useful to discover. Talk to us; we may be able to switch to a different programme, change coach, or adapt the approach before you decide to stop.
7. Repeated Cancellations
If sessions are frequently cancelled at short notice, we will talk to you about it, not to apply a penalty, but because it usually means something is not working. The session time may be wrong for your child, the programme may not be the right fit, or the family may need a break.
SparkleSprouts reserves the right to release a regular session slot if it goes unused repeatedly, so that it can be offered to another family. We would always discuss this with you first.
8. How to Cancel or Reschedule
Please contact SparkleSprouts directly (not your coach) as early as you can:
- WhatsApp or phone: +65 8774 2149
- Email: hello@sparklesprouts.com.sg
Messages sent outside our working hours are picked up the following working day, but the timestamp of your message is what counts for the 24-hour notice period.
SparkleSprouts Enrichment Pte. Ltd. · hello@sparklesprouts.com.sg