Terms and Conditions When booking with Rising Stars Arena, these terms and conditions and the policies and procedure documents define the agreement between us and let you know what to expect from Rising Stars and what we expect from you. If you have any questions about our terms and conditions or policies and procedures then please call 07712657139 or email risingstarsarena@gmail.com. Age of Children We only accept children who have started year reception. Children younger than this will not be accepted. We accept children up to the age of 12 years old. Children older than 12 will not be accepted into the holiday club. Bookings All bookings must be made online. A booking is confirmed when we receive the appropriate deposit or payment; receipt of the payment constitutes acceptance of these terms and conditions. If booking by telephone you will still be required to complete a booking form before arriving to the club. Payments Rising Stars Arena Holiday Club accepts payment by credit card, debit card, cash and bank transfer. We do not accept payment by cheque or childcare vouchers. All bookings must be paid in full before the club start date or your children may not be able to attend. Changing your booking We need 7 days’ notice to change the day/s you with to attend subject to availability, free of charge. If you give us less than 7 days’ notice we will endeavour to change your dates but this may not be possible and an admin charge may apply. Cancellations If you give us at least 7 days’ notice before the club date(s) you would like to cancel, all due refunds will be kept in credit for future use within the holiday club. Refunded card payments are subject to a 10% fee due to processing costs. If you give us less than 7 days’ notice before the date(s) you would like to cancel, no refund will be payable. Extended Care Our standard extended care hours are 8am to 9.00am and 4 pm to 5:30pm and can be booked at an additional charge. Extended care can be cancelled if you give us at least 7 days’ notice you would like to cancel, all due refunds will be kept in credit for future use within the holiday club. Refunded card payments are subject to a 10% fee due to processing costs. If you give us less than 7 days’ notice before the extended care date(s) you would like to cancel, no refund will be payable. If you wish to move the extended care to. Different club day, this is possible with at least 48 hours’ notice and is subject to availability. 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 the club starts, your child(ren) may not be allowed in the club. Children’s needs Rising Stars Arena Holiday Club 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 neds or disabilities, whether booking online or over the phone, so we can discuss how to best accommodate the child, and consider whether any reasonable adjustments can be made to ensure they are able to fully participate and enjoy the activities in the club within the staffing rations 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, irrespective of any specific needs or medical conditions. Where we feel 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. Rising Stars Arena 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. All children attending the holiday club, irrespective of age, are expected to be capable enough to use the toilet independently. Rising Star staff are not expected to wipe, change nappies or assist the children. We are aware that accidents can occasionally happen, and we will help the children when required to do so. If this is a regular occurrence, parents will be contacted about a plan of action going forward. Illness, first aid and emergency medical treatment Rising stars arena 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. Rising Stars 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. Child Exclusion Rising Stars Arena 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 additional needs. On rare occasions, and in more serious cases, we reserve the right to ask parents/carers to remove children from the 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 the session due to illness. The parent/carer will be expected to come and collect their child. Late pick up All children MUST be collected by 4 pm. If for any reason you are unable to collect by 4 pm, 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 to cover the additional staffing cost. If we have no contact from a parent/guardian by 6pm, 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. Personal Property All your child’s personal property is your responsibility and Rising Stars 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. Insurance All children in our care are covered by our Public Liability Insurance. Photography / Filming / Media Please be aware that Rising Stars 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. Complaints If you have concerns or suggestions, please read and follow complaints procedure policy. Safeguarding 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 info@eliteholidayclubs.co.uk. Data Protection Rising Stars Arena 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 risingstarsarena@gmail.com and request to be removed or unsubscribe once email has been received.

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