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    Terms and Conditions

    Last updated: June 2026

    1.0 General

    1.1 These Terms and Conditions ("Terms & Conditions") are between COCORIO Ltd (the "Agency", "COCORIO", "We", "Us", "Our") and You (the "Customer", "You"), and set out the terms under which We provide, and You receive, the Services, including in the following circumstances:

    Please note: the meaning of all capitalised terms is set out in Clause 2.1 below.

    1.1.1 whenever You make a Booking with Us, whether directly (e.g. via the Website, App, telephone, email, or any other communication method) or indirectly (e.g. via any of the "Partners Websites"); and

    1.1.2 whenever You use the Website or App.

    1.2 Each of Us agrees to these Terms & Conditions.

    1.3 You will be deemed to have entered into these Terms & Conditions, which shall become legally binding immediately upon any of the following events:

    1.3.1 when You book a COCORIO service via telephone, Website, or App; and

    1.3.2 when You book any of Our Services via any "Partners' Websites" (as defined in Clause 2.1 below).

    2.0 Defined Terms

    2.1 For the purpose of these Terms & Conditions, the following capitalised terms shall have the meanings set out below:

    • Booking Platform – the COCORIO booking platform available via the Website and App.
    • Booking (and Book) – any booking made to receive any of Our Services through any channel (including the Website, App, or Partners Websites). "Book" shall be interpreted accordingly.
    • Creative Nanny – the individual providing creative babysitting or event childcare services in respect of the child(ren) receiving care.
    • Event Child Care – a Session open to more than one child where those children have different primary carers.
    • Partners Websites – any of the following platforms (which may be updated from time to time): a. Luma; b. Eventbrite.
    • Services – the services We agree to provide to You under these Terms & Conditions.
    • Session – the period during which the Services are delivered by a Creative Nanny.
    • Terms & Conditions – this document.
    • Website – a. https://cocorio.co.uk/; b. the App.

    3.0 Your General Obligations

    Safety for the Creative Nannies

    3.1 You agree to ensure that any location where a Creative Nanny provides Services (for example, Your property) is a safe environment for both the Creative Nanny and the child(ren). If You fail to provide a safe environment and the Creative Nanny suffers harm as a result, You will be fully liable for any resulting losses to both the Creative Nanny and Us.

    3.2 If a Creative Nanny works beyond 22:00 (and no tube option is available) or beyond 23:00 (where tube travel is available), You must arrange and pay for a taxi for their return home.

    3.3 You must hold appropriate insurance (including household insurance) sufficient to cover any financial loss arising from the Services, including accidents occurring on Your property.

    3.4 Event Childcare Requirements

    The Client acknowledges that specific operational requirements relating to Event Childcare Services (including but not limited to space requirements, age group suitability, feeding arrangements, and safety setup) will be provided at the time of booking or in the Booking Confirmation. The Client agrees to comply with all such requirements as a condition of delivery of the Services.

    Bookings

    3.4 You agree that under no circumstances will You book or attempt to book any Creative Nanny directly or via a third party outside of COCORIO. If You breach this clause, You will be liable for all resulting costs incurred by COCORIO, including replacement staffing cost, lost profits and any legal fees.

    3.5 You must notify Us immediately of any breach or suspected breach of Your login details. You are fully responsible for any security breaches relating to Your account.

    Other Recipients

    3.6 You acknowledge that in some cases, someone other than You (e.g. a partner or household member) may use the Services ("Other Recipient").

    3.7 You agree to take reasonable steps to ensure that any Other Recipient complies with these Terms & Conditions, and You will be liable for any loss suffered by Us as a result of their non-compliance.

    Yearly and Term-Time Membership Plans (including Cancellations)

    3.8 Membership Plans (including Yearly and Term-Time Plans) provide Clients with access to a set allocation of childcare hours over a defined billing cycle. All Membership Plans operate on a usage-based model, and unused hours do not automatically entitle the Client to a refund.

    3.9 Client Cancellations (within Membership Plans). Where a Client cancels a Session or a Session is not utilised, the Client may reschedule the Session, subject to Creative Nanny availability, provided that the rescheduled Session is taken within thirty (30) days of the original scheduled date.

    3.10 Where a Session is not rescheduled and not delivered within thirty (30) days of the original booking date, the Session will be deemed utilised due to the allocation of Creative Nanny time and availability, and the applicable charge will be applied at the end of the relevant billing cycle.

    3.11 Creative Nanny Cancellations (within Membership Plans). In the event that a Creative Nanny cancels a confirmed Session, COCORIO will notify the Client as soon as reasonably practicable and will offer the option of either: (i) a suitable replacement Creative Nanny for the scheduled Session, subject to availability; or (ii) a credit equivalent to the unused Session value. Where the Client selects a replacement, COCORIO will use reasonable endeavours to arrange cover for the scheduled Session. Where a replacement cannot be arranged, the Client will receive a credit equivalent to the unused Session value, to be applied in accordance with the Membership Plan.

    3.12 All rescheduling and replacement Sessions are subject to availability and must be agreed with either the assigned Creative Nanny or COCORIO.

    3.13 Quarterly Reconciliation. All Membership Plans are subject to quarterly reconciliation. At the end of each calendar quarter, COCORIO will review actual usage against prepaid membership hours. Any difference between hours used and hours paid for will be adjusted accordingly by way of additional charge or account credit, reflecting actual service delivery.

    4.0 Payment and Booking

    4.1 Fees are payable in British Pounds (£) via debit or credit card through the Website, App, or authorised partner platforms, as follows:

    • Ticketed events: full payment before each Session.
    • On-demand childcare: one-off / standalone booking: payment after each Session.
    • On-demand childcare: purchase of credits in advance: partial upfront payment and remaining balance upon completion of each Session.
    • Event childcare: partial upfront payment and remaining balance upon completion.
    • Year Round / Term Time Plans: membership fees are charged weekly (excluding pre-agreed weeks off), and session usage is billed either: after each Session, or at the end of a 30-day rolling period for unused hours.

    4.2 If You fail to make payment on time, We may (at Our sole discretion):

    4.2.1 suspend the Booking and any future Bookings until payment is made; or

    4.2.2 allow the Session to proceed, in which case You will be charged the higher of £40 or 10% of the outstanding amount (doubling each month the payment remains overdue), reflecting administrative costs incurred.

    4.3 Changes to Session Details. If You extend a Session or increase the number of children attending, You must notify Us as soon as possible via the booking form or through the Creative Nanny at clock-out. You remain liable for all additional charges, including additional hourly rates and applicable service fees.

    4.4 COCORIO reserves the right to adjust pricing at any time, provided that such changes will not affect On-Demand Bookings already made.

    4.5 You must reimburse Creative Nannies for reasonable pre-approved expenses incurred during a Session.

    5.0 Refunds and Cancellation Policy

    Your Cancellation Rights

    5.1 You may cancel Bookings via the Website or App. We recommend providing as much notice as possible.

    5.2 You acknowledge that Bookings reserve Creative Nanny time and may result in travel costs and lost opportunity to accept other work.

    5.3 On-demand bookings cancelled within 24 hours of the booked Session are charged in full.

    5.4 Deposits made in respect of Event Childcare bookings are non-refundable under any circumstances.

    5.5 Overdue payments will accrue interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 (Bank of England base rate + 8%).

    5.6 Where payment is made via the App or Website, We may pre-authorise and hold funds in escrow. Final payment is processed after Session completion and adjusted if necessary based on actual usage.

    Our Cancellation Rights

    5.7 Where COCORIO receives negative feedback regarding You from any Creative Nanny, or has concerns regarding safety or wellbeing, We may:

    5.7.1 cancel any Booking at any time. If not due to Your actions, We will refund unused services on a pro-rata basis; and/or

    5.7.2 decline future Bookings.

    Creative Nanny Cancellations

    5.8 A Creative Nanny may cancel or reschedule due to illness or emergency. If this happens then:

    5.8.1 if that Session was booked as a one-off / standalone booking, then no charge will be applied to You; or

    5.8.2 if that Session was booked as part of a purchase of credits in advance, then You may re-schedule that booking at no extra cost (but no refund will be provided) provided that that re-scheduled date is no more than three (3) months after the initial booking date.

    5.9 Event Childcare Cancellation. COCORIO may cancel or reschedule Event Childcare where:

    5.9.1 weather conditions make outdoor delivery unsafe; and/or

    5.9.2 attendance levels are insufficient.

    In such cases, We will provide, at Your choice, either a full refund or rescheduled Booking (subject to availability).

    5.10 Creative Nanny No Show

    5.10.1 We are not liable to You if a Creative Nanny fails to attend a Session.

    5.10.2 In that instance, You may re-schedule the booking (at no extra charge).

    5.11 No Guarantee

    We cannot guarantee availability of a Creative Nanny, though We aim to match requests where possible. We recommend booking at least 2 working days in advance.

    5.12 Bank Transfer Refunds

    Refunds cannot be issued where payment was made via bank transfer. Instead, credits may be rolled over for future use where applicable.

    5.13 Notice Periods

    The following notice periods apply to cancellations of recurring and bespoke Plans:

    • Year-Round Recurring Plans: 12 weeks' notice is required for Your cancellation.
    • Term-Time Recurring Plans: notice is required up to the end of the next academic term (approximately 13 weeks) for Your cancellation.
    • Bespoke Plans: 8 weeks' notice is required for Your Cancellation.
    • On-Demand and Event Childcare: no notice period applies; all Sessions are subject to the applicable cancellation policy, including full charge for cancellations made within 24 hours.

    5.14 Notice Requirements

    Written notice must be provided to COCORIO via the Website or App.

    6.0 Liability

    6.1 COCORIO acts as an agent for Creative Nannies and is not their employer. We are not liable for any acts or omissions of Creative Nannies.

    6.2 We are not responsible for third-party websites linked through Our Services.

    6.3 To the maximum extent permitted by law, our maximum liability to You under any circumstances whether under these Terms, statute, tort or any other law, is limited to ten thousand pounds (£10,000).

    6.4 To the maximum extent permitted by law, under no circumstances are We liable to You for indirect or economic losses whether under these Terms, statute, tort or any other law.

    6.5 Nothing in this provision excludes liability for fraud or death/personal injury caused by negligence.

    7.0 Privacy

    7.1 Please refer to our Data & Privacy Policy.

    8.0 Warranties and Indemnities

    8.1 You will be liable for any loss suffered by Us or a Creative Nanny arising from Your actions or omissions.

    9.0 Entire Agreement

    These Terms constitute the entire agreement between the parties and supersede all prior discussions or representations.

    10.0 Disputes

    We prefer to resolve disputes via mediation. Please contact us via our App or website.

    11.0 Copyright and Trademarks

    All App and Website content is owned by COCORIO and protected by copyright laws.

    12.0 Miscellaneous

    12.1 These Terms are governed by the laws of England and Wales.

    12.2 If any clause is invalid, the remainder shall remain in full force.

    12.3 We may update these Terms at any time; changes do not affect existing Bookings.

    12.4 Both parties must comply with applicable laws of England and Wales.

    COCORIO Limited — June 2026