Booking Terms and Conditions

1. Bookings Bookings made online will be confirmed by email via our booking system.

2. Payments Kids Holiday Heroes accepts payment exclusively by credit card or debit card through our online booking provider, Bookwhen.

3. Changing your booking In the event that you wish to move your booked activity day, we will endeavour to accommodate changes where possible within the same school holiday period. Bookings will not be transferable from one school holiday period to another.

4. Cancellations If you give us at least 28 days’ notice before the booked activity day date(s) you would like to cancel, we will refund all monies paid. As we offer a discounted weekly price, if you wish to cancel a day(s) within a week, we will then recalculate your booking at the daily rate (at the time of your original booking) which may result in an additional charge. If you give us less than 28 days’ notice before the date(s) you would like to cancel, no refund is available.

5. Your child’s information It is the responsibility of the person making the booking to ensure that all details provided 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 information before your booked activity day begins, your child will be unable to attend.

6. International Bookings 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.

7. Special requirements Kids Holiday Heroes recognises that the needs of individual children vary, and will endeavour to accommodate children with specific needs and /or medical conditions. 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 via email through bookings@kidsholidayheroes.co.uk . We will 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. 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. 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. Kids Holiday Heroes 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.

8. Illness and First Aid Kids Holiday Heroes 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. Kids Holiday Heroes will only administer medication if it has been prescribed by a doctor or other 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. Essential prescribed medication including Epipens must be handed in to a member of staff for safe-keeping. All Kids Holiday Heroes First Aid policies are in line with Ofsted recommendations.

9. Child Exclusion Kids Holiday Heroes has a responsibility for ensuring the well-being and safety of staff and all children in our care and have approved procedures for managing behaviour. 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 camp 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.

10. Late Pick-up All children MUST be collected by 4:00pm. (unless timings are otherwise specified at time of booking). If for any reason you are unable to collect by stated time, we ask that you contact us as soon as possible. Two members of staff will wait with your child until they are collected. You will be charged a late pick-up fee of £20 for every 15 minutes after this time to cover the additional staffing cost. If we have no contact from a parent/guardian by 6pm, we may contact Social Services to advise them we have an uncollected child. We reserve the right to refuse future bookings from parents who have persistently picked their child up late.

11. Notice of Absence If a child is not attending a booked activity day, parents / carers must send an email to bookings@kidsholidayheroes.co.uk.

12. 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 are a guide and are subject to change. 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.

13. Personal Property All your child’s personal property is your responsibility and Kids Holiday Heroes is not liable for any lost or damaged property. If you believe that your child has left an item behind, please email bookings@kidsholidayheroes.co.uk and we will endeavour to assist you.

14. Mobile Phones and Electronic Devices All mobile phones and electrical devices are prohibited. If your child brings a mobile phone or electronic device, they may leave it with a member of staff. The device will be returned at the end of the session. All your child’s personal property is your responsibility and Kids Holiday Heroes is not liable for any lost or damaged property.

15. Insurance All children in our care are covered by our Public Liability Insurance.

16 Photography / Filming Please be aware that Kids Holiday Heroes occasionally take photographs / video footage of children for promotional reasons. If filming or photography is due to take place, staff will inform all parents on arrival and your children can be opted out if you wish.

17. Parent Feedback / Complaints If you have concerns or suggestions, please tell us; we value your feedback and use it to develop and improve our services. If you have a concern regarding an activity day, this should be submitted in writing to bookings@kidsholidayheroes.co.uk .

18. Safeguarding Kids Holiday Heroes has legal obligations in relation to safeguarding and any suggestion of child abuse or neglect will be handled in line with our safeguarding policy.

19. Data Protection Kids Holiday Heroes 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.