Active Superstars Terms and Conditions
When you book with Active Superstars, we want you to be completely satisfied with the service we offer from the moment you book to when you collect your child after their Camp experience. Below are the booking terms and conditions which let you know what to expect from Active Superstars and what we expect from you. We will always try to do the best for your child, make sure they are safe and conduct ourselves with integrity and honesty.
CUSTOMER PROTECTION PLAN (CPP)
Active Superstars offer optional Customer Protection Plan which means we will refund you for any day(s) missed due to illness or injury, or allocate your child to new dates within the current academic year if they’re available. We cannot offer refunds for missed days due to child illness unless you take the optional Customer Protection Plan (CPP). The refund will not include the cost of the CPP option.
CPP must be taken at the time of booking or at least 14 days before the first date of the Course. In the event of a claim for illness greater than 2 days, all we need is a doctor’s note within 14 days of the illness date. If you wish to take out the CPP, you will need to purchase the same quantity of CPP's as child days booked, for each child- i.e 4 days of camp requires 4 CPP's.
CHANGES TO YOUR BOOKING
If you wish to make any changes to your Booking you must send an email to: firstname.lastname@example.org. Please note that leaving a telephone message will not mean that your Booking has been changed. Any changes will only be accepted once you send an email and receive confirmation with the amendment from our representative at Active Superstars.
If you want to change a booking and you don’t have CPP Insurance you will be charged £5 Admin Fee for 1 day. If you are changing 2 or more days the Admin Fee is £10.
Changing Bookings with CPP Insurance is free of charge.
Please see table below:
|Changing Bookings||14 Days Prior to Course||Less than 14 Days Admin Charge|
1 Day = £5 / 2 Days+ = £10
You can cancel a booking up to 14 days before the start of the Course, we will refund 50% of the dates you wish to cancel. If cancellation is less than 14 days before the first date of the booking, unfortunately we are unable to refund any monies. If you want to hold your cancellation as a credit it must be used within the same Academic Year. Cancellations due to illness/ injury will be refunded if you have taken our optional Customer Protection Plan - click here for more details.
|Cancellation||14 Days Prior to Course||Less than 14 Days Admin Charge|
we will refund 50%
Full Refund Minus CPP
If customer wants to hold as credit
1 Day = £5 / 2 Days+ = £10
Full Refund Minus CPP
Due to unforeseen circumstances, Active Superstars may have to cancel some dates but we will try to give as much notice as possible and offer alternative options if available, or refund all monies paid for the dates cancelled.
Active Superstars are Ofsted registered and therefore comply with all welfare and learning and development requirements. Our policies and procedures are regularly updated to ensure we meet all necessary requirements and the welfare of the children in our care always takes priority.
Each of our venues has a separate registration and a unique registration number. This number will be required if you need to set up childcare vouchers with us, give feedback or view previous inspection reports. To find Ofsted Registration numbers for individual camps, please call the Active Superstars office on 0121 792 2643 or you can find them on our website.
To book, please visit our website and choose your preferred venue. Please fill in the required details and chose the days and times which you require. You can then pay online, and will receive a booking confirmation email.
Alternatively, you can phone our office at 0121 792 2643 or email email@example.com and we can complete your booking via the phone or email. Our team will also assist you with any other information which you require.
Please be aware that phone call and email bookings incur a charge of £5.00 for admin fees.
DATES AND TIMES
Active Superstars Holiday Courses run throughout the year. Dates may vary for each venue.
Our standard hours for all courses are 9am to 4pm. We also offer extended care between 8am to 9pm and from 4pm to 6pm.
Active Superstars may offer Earlybird, Concecutive day and Sibling discounts for the promotion of holiday courses. Active Superstars reserve the right to amend and/or withdraw any or all of the discount offers at any time.
If your booking includes more than one child, Active Superstars will apply a 10% discount for the booking. To qualify for the booking, the children must be booked onto Holiday Courses at the same time and same venue. You must have parental responsibility at the time that the children are booked onto a Holiday Course.
Active Superstars accept Card Payments from all major providers (Visa, Visa Debit, Visa Electron, MasterCard and American Express) and PayPal. Payments are required to secure any bookings on a particular activity, until payment has been received bookings will be deemed unsecured.
We also accept payments by Childcare Vouchers. Please allow 3 working days for payment to reach our account. Our Childcare numbers can be found on our website when making a booking. If your registered Voucher number is not visible please call the office on 0121 792 2643.
Bookings that qualify for our “EARLYBIRD” rate or any other promotional offers, need to be paid in full at the time of booking.
Registration for Holiday courses will be signposted at each venue. It is essential that a parent/guardian registers and signs out their child.
If another adult is collecting your child, or if you are collecting your child before the pre-booked pick up time then please inform the Head Coach or call the office on: 0121 792 2643 or 07508 404 278.
If your child is allowed to travel to and from camp by themselves they will require written authorisation, to be handed to the Head Coach.
Please Note: Children will only be released into the care of nominated parents or carers unless otherwise stated to a Head Coach or a member of the office.
If you are likely to be delayed after the pre-booked pick up time please let us know by phoning the office on 0121 792 2643 or 07508 404 278, who will then inform the Head Coach. If you do not collect your child/ren promptly then Active Superstars reserves the right to charge the late collection fee.
If your pre - booked collection time is 4pm and you failed to collect your child by 4.05pm we will charge and automatic £5 fee for late pick up service.
Failure to collect your child after late pick up service will incur a £5 charge for every 5 minutes after 6.05 pm.
Please note that the latest pick up time is 6pm. If you are delayed beyond this time AAC will try contacting you using your contact numbers. If your child is still on the premises after 6.30pm and we were unable to contact the parents/guardians then the Manager has the right to notify Social Services of any children still on site.
More than 3 late times will result in your child’s place being withdrawn.
MEDICAL CONDITIONS AND ADDITIONAL NEEDS
Active Superstars recognises that all children are different and the needs of individual children vary. We endeavour to accommodate children with specific needs and/or medical conditions within the Holiday Course environment.
If your child has a medical condition (eg. diabetes, serious allergies, epilepsy etc) that we need to be aware of it is essential that you tell us prior to a Active Superstars Holiday Course starting. At registration you must inform a member of staff about any medication that may be required. Essential prescribed medication must be handed to the Head Coach for safe-keeping.
Please note we cannot provide for children requiring personal care, including toileting
ILLNESS AND FIRST AID
If a child is deemed too ill by the Camp Manager upon arrival to Camp, we reserve the right to refuse participation on Camp until the child has been symptom free for at least 24 hours. If a child requires medication, our staff can only administer medication if it is specifically prescribed for that child, by a health professional.
In the event of an accident, first aid will be administered to children in our care, and the emergency services will be called if necessary. All Active Superstars staff are first aid trained.
Active Superstars reserves the right to exclude any child for any reason, including but not limited to inappropriate parent or child behaviour, illness, bullying and repeated late collection. Refunds will not be offered for remaining days when a child is excluded. No refund will be made for days missed and no compensation will be made for any other costs or losses incurred as a result.
LUNCH AND BREAKS
Children need to bring a packed lunch with extra snacks for break times and a refillable drinks bottle. Children have 30 minutes for their lunch break, and two 15 minute breaks in the morning and afternoon. Lunch and breaks are fully supervised.
Valuable items should not be brought to Active Superstars Holiday Courses. Active Superstars will not be liable for the loss or damage of any item of personal/valuable property brought to any of its venues.
It is essential that a parent/guardian registers and signs out their child. If another adult is collecting your child, or if you are collecting your child before the pre-booked pick up time then please inform the Head Coach or call the office on 0121 792 2643 or 07508 404 278. All Active Superstars Holiday Courses are safe and locked for children's safety.
All accidents will be dealt with by First Aid trained staff. A member of staff will fill out an Accident Report Form which will then be handed to the parent/carer at time of picking up. A copy of this will be held by Active Superstars. The parent/carer will be contacted by telephone should an accident take place.
The protection of the children in our care is the responsibility of everyone employed by Active Superstars. Therefore, staff need to be vigilant and act on any concerns they may have regarding the welfare of the children they are working with. If any member of staff or parent has any suspicions about the treatment of a child, they must immediately raise it with the Head Coach. It is then their responsibility to raise the issue with the Managing Director so that the appropriate course of action for that child can be initiated.
For more information on Safeguarding, please refer to the Employee Handbook or Safeguarding Policies.
Active Superstars is an equal opportunities employer and welcomes all children, regardless of gender, ability, race or religion.
Each child attending Active Superstars Holiday Courses is of equal value and is entitled to equal access of opportunity. The company operates a zero tolerance policy on discrimination or bullying of any kind.
If you require further information, contact our admin team by calling: 0121 792 2643 or email: firstname.lastname@example.org.