Terms and Conditions
When booking with Elite Holiday Clubs, these Terms and Conditions and the Policies and Procedure documents define the agreement between us and let you know what to expect from Elite and what we expect from you.
If you have any questions about our Terms and Conditions or Policies & Procedures then please call 07551462708 or email firstname.lastname@example.org
Age of Children
We only accept children who have started Year Reception. Children younger than this will not be accepted on the relevant courses. We accept children up to the age of 14 years old. Children older than 14 will not be accepted on the course.
Bookings made online or by telephone will be confirmed by email. A booking is confirmed when we receive the appropriate deposit and / or childcare vouchers and receipt of these constitutes acceptance of these terms and conditions. If booking by telephone you will still be required to complete a booking form before arriving to clubs.
Elite Holiday Clubs accepts payment by credit card, debit card and childcare vouchers. We do not accept payment by cheque. All bookings must be paid in full before club start date or your children may not be able to attend.
Paying with Childcare Vouchers
Elite Holiday Clubs accepts all childcare vouchers (CCVs) as a form of payment for bookings. Your booking will not be confirmed until we receive and process your CCVs. After receiving your booking confirmation email, please contact your childcare voucher provider and quote your booking reference number. Your childcare provider will then contact us to arrange payment. You will receive another order confirmation email from us when the voucher has been processed. For reimbursement, CCVs must be received by the end of September 2018.
Changing your booking
If you give us 48 hours or more notice, you can change the day/s you wish to attend subject to availability, free of charge. If you give us less than 48 hours’ notice we will endeavour to change your dates but this may not be possible.
If you give us at least 48 hours’ notice before the club date(s) you would like to cancel, all due refunds will be kept in credit for future courses unless a refund is requested in which case we will refund all monies paid. Refunded credit card payments will be subject to a 5% fee due to processing costs. If you have paid by Childcare Vouchers and your voucher provider accepts refunds, you can request the refund to be returned to your provider. (Please note Edenred do not accept refunds.)
If you give us less than 48 hours’ notice before the date(s) you would like to cancel, no refund will be payable.
Our standard extended care hours are 8am to 9am and 4pm to 6pm and can be booked at an additional charge. Extended care can be cancelled if you give us 48 hours or more notice before club starts. All due refunds will be kept in credit for future courses unless a refund is requested we will refund you in full. With less than 48 hours’ notice, no refund is payable. If you wish to move extended care to a different club day, this is possible with 48 hours’ or more notice, free of charge.
Your child’s information
It is the responsibility of the person making the booking to ensure that all details provided in the booking form are accurate, in particular full information about each child, including medical and other special educational needs, and emergency contact information. If we do not have all this information before club starts, your children will not be allowed on the club.
Children booked from overseas are required to have a good level of spoken English so that they can follow the instructions from the leaders and are able to communicate with the other children.
We require a local telephone contact number and address once you are in the UK, in case of an emergency.
Elite Holiday Clubs recognises that the needs of individual children vary, and will endeavour to accommodate children with specific needs and/or medical conditions within the club environment. It is our policy not to exclude any child due to specific needs and/or medical conditions wherever possible.
It is the responsibility of the parent/carer to inform us of any medical conditions and special educational needs or disabilities, whether booking online or over the phone, so we can discuss how best to accommodate the child, and consider whether any reasonable adjustments can be made to ensure they are able to fully participate and enjoy the activities on the club within the staffing ratios provided for their age group. The needs of each child vary so decisions are made on a case-by-case basis and depend upon the level of support each individual child may require. We are not able to provide additional staff to support a child above our standard ratios of 1:10 for under 8 year olds, 1:15 for 8 years old and over,
irrespective of any specific needs or medical conditions. Where we feel that a child is not coping within these ratios, we reserve the right to ask the parent/carer to come and collect their child. No refund will be available.
Where a child does require one-to-one support, Elite Holiday Clubs will permit parents/carers to attend club to support their child, providing the Elite Holiday Clubs safer recruitment standards are met. Elite Holiday Clubs does not provide one-to-one support.
We are happy to accommodate a child with specific needs on a paid trial basis and reserve the right to review further bookings.
Illness, First Aid and Emergency medical treatment
Elite Holiday Clubs requires that all children who are ill or infectious be kept home for the full duration of their ailment, and for 48 hours after the last symptom occurs. Elite Holiday Clubs will only administer medication if it has been prescribed by a doctor or other health professional. A parent/carer is required to complete a Permission to Administer Medicine form prior.
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.
Essential prescribed medication including Epipens must be handed in to the Club Manager for safe-keeping.
Elite Holiday Clubs has a responsibility for ensuring the well-being and safety of all children in our care and have a behaviour management policy. The company follows a zero tolerance policy on discrimination, bullying and persistent poor behaviour of any kind, irrespective of any special needs. On rare occasions, and in more serious cases, we reserve the right to ask parents to remove children from club either for the remainder of the day (part exclusion), or for the rest of the season (full exclusion). No refund will be made for any remaining days booked, and any costs associated with the exclusion will be the parents’ responsibility. We reserve the right to exclude a child at any time prior to or during a session due to illness. The parent/carer will be expected to come and collect their child.
All children MUST be collected by 6pm. If for any reason you are unable to collect by 6pm, we ask that you call the Club Manager. Two members of staff will wait with your child until they are collected. You may be charged a late pick-up fee of £20 for every 15 minutes after 6pm to cover the additional staffing cost. If we have no contact from a parent/guardian by 6.30pm, we will contact Social Services to advise them we have an uncollected child. We reserve the right to refuse future bookings from parents who continually pick up late. Timings are subject to change. Parents will be made aware of timings upon making their booking and will receive email confirmation.
Notice of Absence
If a child is not attending a scheduled day on club, parents/carers must telephone or email to allow us to update records.
Programme and activities
From time to time, we may need to change venues, dates, activities and courses for reasons within or outside our control.
Activity programmes are subject to change in the event of unsuitable weather or other circumstances beyond our control. Timetables displayed on club are a guide and are subject to change. Specific extra activities such as swimming (where available) are scheduled in as much as possible, however, if you are booking individual days, we cannot guarantee these activities will fall on those particular days.
In exceptional circumstances we may have to cancel particular dates at a venue, and in this event, we will try to give those booked onto the programme at least 14 days’ notice and will offer a suitable alternative if one is available, or refund all monies paid for the dates cancelled, if preferred.
All your child’s personal property is your responsibility and Elite Holiday Clubs is not liable for any lost or damaged property on club. If you believe that your child has left an item at the club, please telephone or email us and we will do their best to assist you. Lost property will remain on club until the last day of the season and should be collected before the last day. If this isn’t possible we will keep items for a week after the clubs at School, after which items will be donated to charity.
Mobile Phones and Electronic Devices
All mobile phones and electrical devices are prohibited on club. If found, children will be asked to place the device in the Club Manager’s box which will be secured at all times. The device will be returned to the authorised parent/carer at the end of the session.
All children in our care are covered by our Public Liability Insurance.
Photography / Filming / Media
Please be aware that Elite Holiday Clubs occasionally take photographs/video footage of children on club for promotional reasons. Photos and filming can be posted on social media so you’re aware what your children are up to throughout the day. This will only be done with your permission. We shall seek permission by gaining consent when you complete your booking online. You do not need to allow permission.
If you have concerns or suggestions, please read and follow complaints procedure policy.
Elite Holiday Clubs has legal obligations in relation to safeguarding and any suggestion of child abuse or neglect will be investigated and reported to our regulator, Ofsted, or relevant local authorities and agencies.
Policies and Procedures
For our full policies and procedures document, please visit our website or email our customer services team at email@example.com.
Elite Holiday Clubs is registered as a Data Controller under the Data Protection Act 1998 (GDPR from 25th May 2018). To process your booking, we need to collect personal details about you and your children. We will treat it as confidential and keep it secure, complying with all relevant UK legislation. We will use your email address and telephone number to contact you with information that relates to any bookings that you make and any information that we might need that relates to the welfare of your child. We would also like to use some of your details to tell you about our upcoming clubs. To stop receiving the emails please email firstname.lastname@example.org and request to be removed or unsubscribe once email has been received.
By allowing your child to return to school you are confirming that he or she and their immediate household are fit and well. In particular that they have had no signs of Covid-19 within the past 14 days, as defined by the NHS and that you are following any guidance regarding self isolation as issued by the Government / Public Health England. Please refer to the NHS guidance regarding Covid-19 via the link below:
COVID CANCELLATION POLICY
Please be assured that if camps had to cancel due to COVID-19, we will issue parents with a full credit note for future camps or a full refund if requested