Policies & Procedures

At Kids Cove, we want every child to have a safe, fun, and positive experience. To help us create that environment, participants must be in good mental, emotional, and social health, and able to engage in group settings with respect, cooperation, and tolerance for themselves and others.

Children must be able to function independently in an 8:1 child-to-staff environment (infants not included), including times when the center may be louder or more active with larger groups. While our team is trained to provide a safe and supportive space, we are not equipped to manage individualized education plans or specialized needs that require one-on-one attention to the point of limiting equal care for the group.

We encourage families to partner with us before enrollment to ensure Kids Cove is the right fit for their child. Parents with questions about their child’s needs are welcome to request a tour and meet with the Director for guidance.

Please note: Children who receive multiple Level 1–3 incident reports, written warnings, and/or suspensions may be asked not to return at the discretion of the Director. See Incident Levels below for details.

Did you know that childcare expenses, including Kids Cove Summer Camp, may qualify for the Dependent Care Tax Deduction?

To access your receipt with our Tax ID:

1. Log in to your Kids Cove Parent Account via Child Pilot.

2. On your Home Page, select "Billing."

3. Choose "Tax Statement."

4. At the top of the page, click “Export PDF” to download a copy of your receipt for your records for the relevant report period.

Kids Cove Tax ID (Tennessee): 88-4154211

If you still have trouble accessing, please watch this video for step-by-step instructions. 

Kids Cove offers extended care to give families added flexibility.

Enrollment Process:

1. Request Availability – Families must first request Before/After Hours Care.

2. Confirmation – Once availability is confirmed by our team, a one-time $20 non-refundable administrative fee will be required. A payment link will be sent to complete enrollment.

3. Normal Rates Apply – After the administrative fee is paid, regular Before/After Care rates apply.

Refund Policy:

• The $20 administrative fee is non-refundable.

• Once care is booked, cancellations for any reason (including sickness, change of plans, or other absences) are not eligible for refunds or credits.

• Registering your child reserves space, time, and staffing—whether or not your child attends.

📍 Full hours and rates: Kids Cove Hours & Rates

Annual Membership & Refund Policies

At Kids Cove, we truly value the trust families place in us. As a small, local business, every enrollment allows us to staff and prepare properly so your child receives the highest quality care. For that reason—and consistent with most childcare providers—we do not issue refunds once fees are charged or care has been provided.

Automatic Renewal

• Annual membership/enrollment fees are automatically charged on the anniversary of your enrollment.

• To cancel, written notice must be submitted at least 14 days before your renewal date.

Non-Refundable Fees

• Membership/enrollment fees are non-refundable after the renewal date.

• Enrolling reserves staffing, space, and resources for your child whether or not they attend.

• Cancellations, absences, illness, or deciding the program isn’t the right fit are not eligible for refunds or credits.

• Please note: simply not liking the service after staff have provided hours of care will not qualify for a refund.

Fee Adjustments

• Kids Cove may adjust membership fees periodically to reflect updates in facility operations and staffing.

• Any changes will always be communicated in advance.

How to Reach Us

• All billing and refund requests must be submitted by email to kidscoveknoxville@gmail.com with your name, child's name, issue description, and relevant date of concern.

• Supervising staff are focused on caring for children and cannot respond to billing questions by phone or text. Please be respectful of staff prioritizing the safety and care of children in the facility. 

• The administrative team will respond within 24–72 business hours (excluding weekends).

💙 Thank you for supporting Kids Cove. Policies like this help us remain consistent and fair to all families, just as you’ll find at most other childcare providers.

Every child should have the following: 

• A refillable water bottle (no glass)

• Non-slip socks

• For younger children, a full change of clothes is strongly recommended

🥪 Snacks & Meals

• Please do not pack peanut butter or peanut products. For the safety of all children, Kids Cove is a peanut-free facility.

• Kids Cove staff are unable to warm or cut up any food items, so please ensure all outside food is stored ready to eat packaging. requiring minimum assistance from staff (excluding infants).

🧦💧 Forgot Something?
Don’t worry! If you forget non-slip socks or a water bottle, they can be purchased at the front desk:

• Socks – $3.50

• Water bottles – $5

• Snacks/Meals - Vary

✏️ Label Everything
To help us keep track of items, please label all belongings with your child’s name (clothing, bags, water bottles, etc.). Kids Cove is not responsible for lost or misplaced items.

At Kids Cove, safety and communication are top priorities. To ensure consistency, we follow clear levels of incident reporting. Parents will always be notified of incidents according to the level described below.

⚠️ Please Note: At Kids Cove, we know children learn and grow through play — and sometimes that includes bumps, disagreements, or silly moments. Our staff supervise carefully, but not every interaction is observed or reported unless it results in an injury or requires staff intervention. This is the same expectation you’d find at home, school, or on the playground. What you can always count on is that we will promptly communicate known incidents that affects your child’s well-being or safety.

Level 1 Incident

• Minor scrapes, bumps, or accidental physical interactions resulting in injury.

• Parent Notification: Automated update via Child Pilot.

Level 2 Incident

• Head injury, bleeding (beyond minor scrape/scratch), excessive crying, fever, vomiting, dizziness, or altercation with another child.

• Parent Notification: Automated Child Pilot message and phone call.

Level 3 Incident

• Inappropriate or uncomfortable touching, bullying, physical attack (with or without injury), racial slurs, or repeated use of excessive/inappropriate language.

• Action: Written warning from the Director; may result in immediate suspension or expulsion.

• Parent Notification: Automated Child Pilot, phone call, and/or in-person meeting with the Director.

Emergency Situations

All parents will be notified if a dangerous situation occurs requiring emergency services (police, EMS, fire, tornado, shelter-in-place, etc.).

Final Note: The number of incidents and their severity will be reviewed by the Director to determine next steps, which may include suspension or expulsion if needed to maintain a safe and positive environment.

​📱 Bringing Electronics

• Children may bring personal electronics to Kids Cove; however, Kids Cove is not responsible for any items that are lost, misplaced, or broken during care.

• To avoid disappointment, please leave valuables at home as they can easily be damaged during play.

🎮 Content Rules

• All content must be age-appropriate and child-friendly.

• If a child is found using electronics to access violent, mature, or non-child-focused content, the device will be removed and returned at pick-up. That child may also lose the privilege of bringing electronics in the future.

👫 Sharing & Group Play

• Sometimes children may choose to share devices or watch/play games together.

• If you do not want your child sharing devices or having access to electronics, please let staff know at drop-off or email the leadership team so we can support your preference.

⚠️ Important Note

• While we do monitor screens, we cannot guarantee your child won’t glimpse another child’s device.

• What we can guarantee is that no child will ever be allowed to intentionally view violent, harmful, or non-age-appropriate content at Kids Cove.