Bookings All bookings will be confirmed by email unless otherwise requested. Part or full payment is regarded as acceptance of our booking conditions, and deposits are non-refundable. Super Camps accepts payment by cheque, credit or debit card and childcare vouchers. No booking will be fully confirmed until a full payment or deposit is received. Bookings made before Thursday 1 March must be paid in full at the time of booking to qualify for the Early Booking Rate. If a payment deadline for a special offer or discount is missed, the cost of the booking will go up to the next price bracket. Full payment must be paid by 27 January (for February half-term), 16 March (for Easter) and 22 June (for summer).

International bookings We are happy to take children from overseas but we do insist that they 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. Unfortunately we do not teach English on our camps. We also require a local telephone contact number once you are in the UK, in case of an emergency.

Pricing discounts The best discount will always be offered to you at the time of booking. Different discounts cannot be used together, except for the Multi-Day/Sibling Discount, from Friday 2 March. The ‘High 5’ Discount applies until 14 days prior to the Monday of the booking week you require. All corporate discounts cannot be used in conjunction with any other discounts at any time of the year.

Changing your booking If you give us at least seven days’ notice before your booking is meant to start, you will be able to change your dates within the same holiday season, subject to availability, free of charge. If you give us less than seven days’ notice before your booking commences, we will endeavour to change your dates within the same season (e.g. summer), subject to availability, on payment of a £10 amendment fee. However, we are unable to make any changes with less than 24 hours’ notice. Any additional payment needed (e.g. if a full week changes to five individual days, multi-activity only) would also be payable. The amendment fee applies each time you contact us to make a change and is necessary to cover admin and staffing costs.

Changing courses If your child wishes to move to an alternative weekly camp/course they are attending after the first day, you must contact us the following morning (Tuesday) by 8.30am. We will make every effort to accommodate the change, subject to availability and payment of a £10 amendment fee. We can only offer such a change once within any specific camp/course.

Cancelling your booking If you give us at least 14 days’ notice before the date(s) you would like to cancel, we will refund all monies paid, minus the equivalent of £10 per child per day. If you give us less than 14 days’ notice before the date(s) you would like to cancel, we regret that no refund is available except in the case of illness/injury, and only if you have opted for our Illness Protection Scheme (IPS) – see page 5 for details. Please note that the IPS does not cover pre-existing medical conditions, and any claim made under the IPS must be made within four weeks of the first date of illness on completion of our IPS claim form. All claims must be supported by a doctor’s note in order to obtain a refund. If you wish to cancel a t-shirt order you will need to do so within 28 days of purchasing. The t-shirt must be returned in a saleable condition to Super Camps Head Office. In exceptional circumstances we may have to cancel particular dates. 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.

Late pick-up Our camp hours are 8am till 6pm. All children MUST be collected by 6pm. If for any reason you are detained and unable to collect by 6pm, we ask that you call us as soon as possible. Two members of staff will wait with your child until they are collected. You we will be charged a late pick-up fee of £5 for every 15 minutes after 6pm to cover this 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.

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

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. Essential prescribed medication must be handed in to each child’s Site Manager for safe-keeping. In accordance with Ofsted recommendations, we suggest that all parents whose children carry Epipens arrange for a qualified medical practitioner to demonstrate use of the Epipen to our on-site first aider, Site Manager and Crew Leader on their first day at camp. If this is not possible then we will accept a demonstration given by a parent/guardian instead.

Available dates and activities All the information in our literature is correct at time of printing. Changes may occur and, if so, Super Camps will inform parents via our website as quickly as possible. Not every activity pictured in our literature is available at every site. Please check site-specific details within ‘the Useful Stuff booklet’ for details or use the camp finder on our website to find what’s available and where. Activity programmes are subject to change in the event of unsuitable weather or other circumstances beyond our control. Site-specific extra activities such as swimming, motor quads and archery are timetabled a minimum of twice a week. Please note that, if you are booking individual days, we cannot guarantee these activities will fall on those particular days.

Photography and Video Please be aware that we occasionally take photographs/videos of children on camp for our promotional material. Children may also like to take photographs of each other to remember their time at camp. If we are filming a notice will be put up in the reception area of Camp for you to view on arrival. Please advise Head Office when you book if you have any objections. Equal opportunities and child protection Super Camps is an equal opportunities employer and welcomes all children, regardless of their gender, ability, race or religion. Each child attending camp is of equal value and is entitled to equal access of opportunity. We operate a zero tolerance policy on discrimination or bullying of any kind. Super Camps has legal obligations in relation to Child Protection. As a caring organisation, any suggestion of child abuse or neglect will be investigated and reported to our regulator, Ofsted, or other official agencies.

Specific needs It is our policy not to exclude any child due to specific needs, wherever possible. The needs of each child vary, so decisions are made on a case-by-case basis, depending on the level of support each individual child requires to enable them to fully participate in and enjoy activities at any of our camps and courses. We request that parents of children with specific needs contact Head Office to discuss how we can best accommodate their child, and consider whether any special arrangements need to be made. We are happy to accommodate the child on a trial basis and reserve the right to review further bookings.

Child exclusion On rare occasions, if a child proves incompatible with the general well-being of camp, e.g. they are involved in bullying or are engaged in disruptive or aggressive behaviour, we reserve the right to exclude them. No refund will be made for any remaining days booked, and any costs associated with the exclusion, including transport home, will be the parents’ responsibility.

Data protection We will use your details to mail and/or email you with future information about our services. You may opt out of our mailing list when booking or afterwards at any stage. We do occasionally make names available to relevant companies whose products we think may interest you. If you do not wish to receive such offers, you may also opt out of this at any stage. Super Camps is registered under the Data Protection Act.

Parent feedback We aim to provide the best possible care for all children at all times. Please tell other parents if you are happy with your experience! If you have concerns or suggestions, please tell us; we value your feedback and use it to develop and improve our services. Copies of parent feedback are held at each site for viewing. Concerns should be raised initially with your child’s Crew Leader or the Site Manager for more serious issues. The relevant Regional Manager at Head Office will be advised, and will attempt to resolve the issue to your satisfaction. Failing that you can contact Ofsted, our regulator, quoting the relevant site’s registration number (as displayed at camp).

Loyalty scheme terms and conditions

• The minimum number of points to be accrued before being redeemed on each occasion is 7,500.

• The qualifying spend is on days booked for Super Camps Multi-Activity Camps, RAW Adventure Camps and A Passion For... Holiday Workshops. Merchandise and Illness Protection Scheme do not earn loyalty points.

• Loyalty points cannot be exchanged for a cash alternative.

• Loyalty points awarded for a friend recommendation will be awarded for the friend’s initial booking only. Rewards will not be given for any additional dates booked or subsequent bookings.

• Friend recommendations can only be awarded for new customers, not existing ones.

• In order to earn Loyalty Points for a friend recommendation your friend must tell us that you recommended us – this can be done online or over the phone (specific contact details are required, including name, email address and postcode).

• A friend recommendation cannot be rewarded in retrospect, i.e. after the friend’s first booking has been made.

• Loyalty points cannot be accrued and redeemed within the same booking.

• Loyalty points received in 2012 must be redemmed by 31 Dec 2014