Frequently Asked Questions
How can I pay with Childcare Vouchers?
Yes, good news we accept payment via Government tax free childcare scheme and childcare vouchers. If you have opted to pay for a booking via childcare vouchers, please note it is your responsibility to contact your voucher provider and authorise the transfer of funds. Please use the order number on your ticket (attached) as your payment reference. The transfer must be done at the time of booking. Transfers not made on the same day as booking may result in your place being cancelled.
Our details are:
Company Name: The Hideaway
Company Address: c/o The Hideaway, Baldwin Lodge, Eastfield Terrace, Bristol, BS9 4AR
Ofsted Registration Number: 2528915
When you contact your voucher provider, please refer to the details above, even if the location of the activity you have booked is different than our HQ. Please use your If you require any advice please call or email.
Here is a list of the providers The Hideaway is currently registered with and the relevant reference/account numbers:-
Computershare: Carer reg no: 0026395194
Sodexo: 901130, BS9 4NX
Care - 4: 42501818
Cooperative Flexible Benefits: 85120909
RG Childcare ID is: 20716189013
Please note you can only use your vouchers for your own children
We only accept e-vouchers (no paper vouchers, thank you).
If your childcare voucher provider is NOT on the list above then please contact us and we will liaise with your provider in order to be able to accept them.
How do I pass messages to Holiday Club or After school club?
You can contact our Forest school lead for the day directly on site on
If you have a question or query regarding booking or payment please contact
Does Forest School take place whatever the weather?
A big part of Forest School is learning about the seasons and experiencing how the landscape changes in different weather conditions. However we will move our sessions in doors if the temperature is -5 or colder. We may cancel Forest school due to high winds as it is dangerous to move beneath the trees. In the event of cancellation you will be notified by email an hour before the session is to begin.
Do we need to bring anything?
Clothing - Please wear clothing appropriate to the weather. When the weather is warm please ensure your child is wearing suitable sun protection wears a sun hat and wears shoes with filled in toes. If the weather is cold many thin layers including tights is a good idea. Please note wellies are not very well insulated so please wear thermal socks or snow boots in cold conditions. Finding gloves that are small enough can also be a problem, a good idea is to try socks as mittens then if they get wet you have spares.
Waterproofs are always a good idea no matter the weather conditions so children are free to get muddy.
To reduce the spread of germs we are also asking that you please bring a water bottle, a plate and cutlery for snack time and a hand towel. Please see more details of exactly what to bring for each type of session here
Are there toileting facilities?
We are very fortunate that our sites are positioned near to buildings with access to a kitchen and toilet facilities if needed.
What is your cancellation and refund policy?
Bookings for young explorer and after school club are made on a term by term basis. Unfortunately we can not refund single sessions within a term. Notice must be given at least 2 weeks before the end of the current term if not continuing with a booking made for the next term. If notice is received 2 weeks before the end of the current term then a full refund of any future terms booked will be issued. If notice is received after this date but before the start of the booked term commencing a 50% refund will be issued. No refund will be issued of a current term. See full details of this and other policies at
What should I expect at the pre-school 'young explorer' sessions?
Our sessions start with a free play time then we gather for a circle time to introduce new activities for the day. Children can then explore these activities before we all gather around the fire for snack time.
There is usually time for free play or woodland games before we gather for an end of session good bye song.
What Snack is provided?
We cook a range of wholesome snacks ranging from cheesy bread, vegetable soup, baked tortilla, poached apples and occasional treats including marshmallows and cinnamon bread. We ask all families to fill in a booking information form where you are asked to disclose any known allergies and we will always take these into consideration when planning our snack menu.
Can I bring a younger sibling to young explorer sessions?
All younger siblings up to a year old are free to attend. Please note we do have a number of steps to access our Henleaze site so please give us a shout to help you down the stairs with your pushchair or you are welcome to leave at the top of the steps. Our Kings Weston site is fully accessible with an all terrain pushchair or younger sibling in a sling. If you are booking sibling/s over a year in for a session please use the coupon code 'SIBLING' at checkout to receive 10% off your total booking cost.
What do I do if I have a complaint?
Please email us at
firstname.lastname@example.org if you have a query or alternatively you can request a complaints form from your session leader. All queries will be treated with confidentiality and follow our complaints procedure policy. View more details and our policies at
How are you dealing with Covid-19 at The Hideaway?
Covid -19 H&S Agreement
By booking our customer's are agreeing to ensure that everyone who attends The Hideaway is wearing freshly laundered clothes and brings with them their own water bottle, hand towel, plate and cutlery. If anyone in your family has covid-19 symptoms you agree not to attend until medical advice has been given.
You can see full details of the
Covid-19 risk assessment for more information.