Terms and Conditions

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 100% for any day(s) missed due to illness or injury. The refund will not include the cost of the CPP option. If your absence for any other reason we will refund 50% minus the cost of CPP or allocate you a credit for the full amount on your account for you to use on future courses.

We cannot offer refunds for illness or injury, offer 50% or allocate a credit unless you take the optional Customer Protection Plan (CPP).

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, you must report immediately on the day of attendance for your refund to be authorised. If your claim for illness is reported after the day of attendance we will offer you a credit to use at any time on a future course. If the illness is greater than 3 days, all we need is a doctor’s note within 14 days of the illness/ injury 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

You can only make like-for-like changes to your booking 7 days prior to attendance. If you wish to make any changes to your Booking you must send an email to info@activesuperstars.co.uk. 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 a confirmation with the amendment from our representative at Active Superstars.

If you want to change a booking in less than 7 days and you don’t have CPP Insurance you will be charged a £12 admin fee. Unfortunately, we cannot change a booking on the day of attendance.  Changing Bookings with CPP Insurance is free of charge.

Please see the table below:

 CANCELLATIONS

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. Cancellations due to illness/ injury will be refunded if you have taken our optional Customer Protection Plan.

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 canceled.

OFSTED

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.

BOOKINGS

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 info@activesuperstars.co.uk 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 9 am to 4 pm. We also offer extended care between 8 am to 9 am and from 4 pm to 6 pm.

DISCOUNTS

Active Superstars may offer Earlybird, Consecutive 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.

SIBLINGS DISCOUNT

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.

PAYMENT

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.

Childcare Vouchers

We also accept payments by Childcare Vouchers. Please allow 3 working days for the 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

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.

LATE COLLECTION

If you are likely to be delayed after the pre-booked pickup time please let us know by phoning and we 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 4.05 pm we will charge and automatic £6 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 5.30 pm.

Please note that the latest pick up time is 5.30pm. If you are delayed beyond this time we will try contacting you using your contact numbers. If your child is still on the premises after 5.30pm 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.

MEDICAL CONDITIONS AND ADDITIONAL NEEDS

Active Superstars recognises that all children are different and the needs of individual children vary. We endeavor 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 an 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 

Children with diarrhea and/or vomiting must be kept off the Club site for at least 24 hours and only return once symptoms have gone. If a child is deemed too ill by the camp manager to take part in Club activities, we reserve the right to refuse participation until the child has been symptom-free for at least 24 hours.  We do not administer any medication, parents will need to make arrangements to give medication to their children. 

We cannot offer refunds for illness or injury, offer 50% or allocate a credit unless you take the optional Customer Protection Plan (CPP).

FIRST AID

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. 

INJURY AND LIABILITY

Active Superstars will use reasonable endeavours to avoid injuries being suffered by those attending our courses.  However, due to the nature of some of the activities undertaken by attendees, there is an inherent risk of injury for those participating. Active Superstars will not be liable for injuries sustained from participation.

By making a Booking and payment You confirm that you are the parent or guardian of the child(ren) who are the subject of the Booking and have custody and control of them and you confirm that you have read and accepted all of our Terms and Conditions.

CHILD EXCLUSION

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 the 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.

PERSONAL PROPERTY

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.

CHILD SECURITY

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.

ACCIDENT PROCEDURE

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 the 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. 

SAFEGUARDING

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.

EQUAL OPPORTUNITIES

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: info@activesuperstars.co.uk.