Relevant for children, parents and staff

Behaviour regulations for children participating in Culture Kids activities:

• Speak politely: use kind language when speaking to teachers, staff, and other children. Avoid any form of bullying, name-calling, or disrespectful language.
• Follow instructions: Listen carefully and follow directions given by teachers and staff the first time they are given.
• Respect others’ property: Treat school and personal property with care. Avoid touching or using others’ belongings without permission.
• Physical safety: Keep hands, feet, and other objects to themselves. Physical aggression, including hitting, pushing, or fighting, is not permitted. No running inside. 
• Stay in designated areas: Remain in supervised, assigned areas (indoors or outdoors) during activity hours.
• Include others: Make an effort to include classmates in group activities and playtime.
• Respect differences: Treat everyone with respect, regardless of their background, abilities, or beliefs.
• Participate positively: Engage in group activities in a positive, constructive way.
• Report dangers: Immediately report any behaviour or situation that seems unsafe to a teacher or staff member.

If a child disrespects these regulations, or is excessively disruptive, destructive, or dangerous to themselves, other children, or staff members, we will make every effort to resolve this behaviour. The child will first receive a verbal warning, before notifying parents and discussing solutions. If the behaviour persists the child in question will be asked to take a break from the class or event. The break can be temporary or permanent depending on the situation. 

Clothing

Children should wear comfortable clothing and can take off their shoes inside the facilities for all activities except the cooking workshops.  For creative workshops, aprons or a protective layer of clothing is highly recommended. Chewing gum is not permitted. Culture Kids is not responsible for any lost or stolen items.

Pricing policy

The prices are clearly indicated on our website for each activity, the duration and what is included. Enrollment is confirmed once payment is received and an automatic email is sent.

Payment can be made by card directly on our website, or by bank transfer as indicated at checkout.

The prices indicated for holiday camps cover our operational costs, staff and include snacks and meals, crafting materials, and insurance for the mentioned number of care days.

The prices indicated for our regular after-school activities cover our operational costs, staff, materials and insurance for 35 sessions a year.

Request a fee reduction – Families receiving social assistance (CPAS), single-parent households on a low income (< 25000€ annually), temporary difficulties or families with special needs children may be eligible for a fee reduction. To justify this request, they will need to provide recent payslips or social benefit statements or other official documents.

1. Send us a “Fee reduction request” email via the contact form on our website (info@culturekids.be) which includes the child’s name and age, activity they wish to enroll in, reason for request (Financial hardship) and mention supporting documents.
2. The email is reviewed and supporting documents may be requested. This can take between 5-7 business days). Consideration factors are: household income level, special circumstances (e.g recent job loss, medical expenses, available funding for subsidies.

3. Notification and payment arrangement

• Families receive a decision via email.
• If approved they are informed of the reduced fee amount and given a “coupon code” to enter on the online enrolment form.
• If denied, we provide information about other potential support options (e.g. payment plans, external grants).
• All requests are handled confidentially.

Cancellation policy

Group classes cancelled due to child illness or holidays during the term for which tuition has been paid cannot be recovered during the semester. In order to facilitate planning and organisation of activities, please notify the child’s absence in advance by phone or email. Classes cancelled due to the absence of a teacher will be rescheduled at a later date.  

Private classes must be cancelled 48h in advance to allow flexibility and offer the time slot to another student. Lessons cancelled at shorter notice will be charged. For music lessons, just one cancelled lesson can be rescheduled per semester.

Holiday camps cancelled last minute (less than 2 weeks) due to illness or other circumstances will not be refunded as costs have been incurred and places limited. If a replacement is found to cover the absence, and another child can benefit from the activity, then 80% of the amount paid will be offered in credit to be used for a future activity, valid for 12 months. The retained amount covers the administrative costs incurred.

Responsibilities and parking

We make every reasonable effort to ensure the safety of children in the Culture kids facilities. Parents or carers are responsible for the safe entry and exit of their children and for the behaviour of siblings. At our facility on the Bursselsesteenweg, due to the neighbouring residential apartments, back access through the interior parking via the Eeuwstraat is only possible on foot. The interior parking is strictly reserved for residents.  Parking is possible in the street or at the free Bosuil parking on the Witherendreef, just a few minutes walk away.  We explicitly ask parents or carers to keep the noise level to a strict minimum when accessing the facilities.

Procedure for addressing transgressive behaviour for staff and parents

To ensure a safe, respectful, and inclusive environment where children, staff, and families thrive, this procedure outlines how we address behaviours that go against our values or community standards. We approach conflict and misconduct with respect (everyone is treated with dignity), safety (physical and emotional wellbeing is our top priority), Cultural sensitivity (Respectful of diverse backgrounds).

Transgressive behaviour may include (but is not limited to):

• Disrespectful, aggressive, or discriminatory language or actions
• Violation of physical, emotional, or cultural boundaries
• Persistent complaints, gossip, or undermining behaviour
• Inappropriate communication with staff, parents, or children
• Failure to uphold agreed-upon policies or guidelines

We have zero tolerance for physical harm or threats, hate speech or discrimination or sexual misconduct. Immediate protective action will be taken in such cases.

Report a Concern: Anyone (staff, parent, or guardian) may report transgressive behaviour.

How to report: Verbally, in writing by email or urgently if needed by phone or 1-on-1 meeting with managing director, Pascale Croonenberghs. Confidentiality will be respected to the fullest extent possible.

Response Procedure and action plan: The concern will be acknowledged and Pascale will conduct a respectful inquiry which may include listening to all parties involved, reviewing policies and past incidents or consulting outside support if necessary.

Depending on severity and context, actions may include:

• A mediated conversation or restorative dialogue
• A written reminder of expectations and code of conduct
• Behavioural agreement (e.g., a mutual understanding moving forward)
• Temporary suspension or limited access (for serious or repeated incidents)
• Termination of enrollment or employment (in extreme cases)

Follow-Up: A check-in within 1–2 weeks, continued support and a documented summary of the process and resolution. This procedure is reviewed annually and after any major incident to ensure relevance, fairness, and cultural alignment.

Complaints policy

At Culture Kids, we are committed to providing a high-quality experience for all children, parents, staff, and stakeholders. We value feedback and take complaints seriously, using them as an opportunity to improve our services. This policy outlines how complaints can be made and how they will be handled.  This policy applies to all children, parents, guardians, staff members, and external stakeholders who wish to raise concerns about any aspect of Culture Kids’ programs, facilities, or operations.

• Complaints will be handled promptly, fairly, and with transparency.

• Confidentiality will be maintained where possible.

• No complainant will be disadvantaged for raising a concern in good faith.

• We will seek to resolve complaints informally where possible but have formal procedures if needed.

Complaints can be made in the following ways:

• Informal Resolution: If possible, raise the issue directly with the relevant staff member.

• Formal Complaint: If the issue is not resolved informally, submit a written complaint via email (info@culturekids.be) or letter to the Culture Kids management team (Brusselsesteenweg 624, 3090 Overijse).

• Escalation: If the response is unsatisfactory, the complaint may be escalated to senior management or an external authority where applicable.

Complaint Handling Process

Complaints will be acknowledged within 5 working days. The issue will be reviewed, and further information may be gathered. A written response detailing findings and any actions taken will be provided within 15 working days. If the complainant is dissatisfied with the response, they may request a review.

External Resolution
If a complaint cannot be resolved internally, Culture Kids will provide information on relevant external bodies that can review the matter.