This service is exclusive to Setsu Niseko guests.

• Cancellations 15 days to 96 hours prior to the start date will incur a 20% cancellation fee.
• Cancellations 96 hours or less prior to the start date will incur a 100% cancellation fee.
• Cancellation includes changes that reduce the overall value of the booking and no-shows.
• No refunds are available for finishing ahead of the scheduled end time.

What will happen if my child is ill or injured and is unable to attend a pre-booked session?

• Please note that a refund will not be provided if a child is ill without a medical certificate. However, based on availability, the booking can be moved to another day that is available once the child has fully recovered.
• In the event of illness with a physician's note, a 100% refund will be honoured under the following conditions:
  1. Niseko Kids Club must be advised before the start of your service booking time of the illness or injury.
  2. Valid medical certificate with the date the guest was incapacitated, and how long the recovery time will take from a local hospital written by a local Practitioner must be provided. Refunds will only be offered to the guest whose name appears on the medical certificate.
  3. A medical certificate must be provided within 24 hours of the service date.

My child is ill or injured and cannot attend ski school. Can a caregiver watch them in the room or take them around town?

• Yes. If your child does not have any of the following:
  - Fever over 38.3º C (101ºF)
  - Infected eyes or skin
  - Any type of contagious or communicable disease such as flu, measles, mumps, rubella, or chicken pox
  - Unexplained diarrhea or loose stool combined with nausea, vomiting or abdominal cramps
  - An acute cold with fever, runny nose and eyes, a 'croupy' cough or congested to the point that he or she has heavy breathing
  - An injury that requires medical attention throughout the day
• For any injury, a doctor's note for what is permissible must be provided. with that, the caregiver will also take care to make sure they get enough rest and recovery to get back on their feet for the remainder of the holiday.

I have older children who can take care of themselves. However, I have younger children who need a caregiver. Do I need to pay for the older children who are self sufficient?

• Yes, you will need to pay for any child aged 15 years and under who will be present in the room during the time the caregiver is booked for services. This includes children aged 0 to 15 years who will come to the room during service hours.

We are taking a day trip to a nearby resort. Can we hire a caregiver to accompany our family and watch our child at the resort we will be in for the day?

• Yes. If there isn't a local caregiver for the area you will be travelling to, Niseko Kids Club will arrange for a caregiver to accompany your family to care for your child. Any resort outside of a 5 kilometer radius of Hirafu Seicomart, transportation costs for the caregiver must be provided. Note that some resorts may not have facilities for certain ages or requirements. Please also note that the caregiver is not a ski instructor and cannot accompany your child skiing.

This is the first time for our child to be taken care of by someone other than their primary caregiver or family member. I am worried about how my childe will adjust.

• Niseko Kids Club are professionals at helping you as well as your child to adjust smoothly to new scenery, new food and new caregiver. They have step by step guide to put you at ease with what this transition may look like. With extra care and study about children's psychology from the Niseko Kids Club team, and with your support, we are confident to help you and your family through an important transition time.

Other family members, caregivers or friends will be present in the room while Niseko Kids Club caregiver is present. Is this ok?

• Yes, the caregivers from Niseko Kids Club have experience working together with other caregivers or as a family nanny. Please be aware, it is natural for your child to gravitate towards the family members or caregivers they are familiar with. Please do have a chat with your caregiver in advance about your expectations.

We are not sure what time we will return from our activities. Is it possible to extend an hour with our caregiver?

• All extensions are subject to the caregiver's availability, and not guaranteed unless full payment is made at least 48 hours in advance. If you expect to exceed your booked time slot, please let us know in advance so we can help inform Niseko Kids Club of a possible extension. Extension is subject to the caregiver's availability. Please do check with the caregiver upon arrival of their availability.
• Caregivers do not handle cash. Any extension of a booking is to be charged to the room.