01235 467300

Terms and conditions

Terms and conditions

Bookings

  • All bookings will be confirmed by email.
  • Selecting a payment type and confirming an order is regarded as acceptance of our booking conditions.
  • Orders left with outstanding balances, once a camp season has finished, will be passed to a debt recovery agency and customers will be liable for any additional debt recovery charges incurred to Super Camps.
  • Deposits are non-refundable.
  • Deposits are calculated as £10 per day per child for each booking.
  • Super Camps accepts payment by credit or debit card and childcare vouchers. Please note we do not accept American Express.
  • A deposit must be received for all bookings within 14 days of placing the order.
  • Complete child registration and full payment must be paid 14 days before attending camp, or your child will be unable to attend camp.
  • If your booking is made with less than 14 days’ notice before the start date of camp please bring your email confirmation (either printed or on a smartphone) to show the Camp Manager.
  • Super Camps accepts all childcare vouchers as a form of payment for bookings. If you accumulate your vouchers monthly, and wish to send them to us after you have made a payment with card you can. Vouchers must reach us before the end of the current academic year i.e. the 1st September 2017 for camps running over October and December 2016 and February, Easter, May Half Term and Summer in 2017.
  • If your booking is made with less than 14 days before attending camp, you will need to pay the booking in full by credit or debit card.
  • Lunch is not provided on camp. You will need to supply your child with adequate snacks and lunch. Water will be available.
  • A weekly rate is available when booking 5 consecutive days, Monday to Friday, at the same time. Adding days at a later date to complete a week will still be charged at a daily rate.      

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 do not teach English on our camps.
  • We require a local telephone contact number once you are in the UK, in case of an emergency.
  • Super Camps do not offer assistance with travel or accommodation requirements.

Pricing Discounts

  • The best available price will always be offered to you at the time of booking.
  • Discounts cannot be used in conjunction with each other. If you have multiple discount codes, the best rate will be offered to you.
  • Super Camps cannot apply discounts retrospectively and discounts must be applied at the time of booking.

Loyalty Reward Scheme

  • The minimum number of points to be accrued before being redeemed is 7,500, this equates to £30.
  • The qualifying spend is on days or weeks booked for Super Camps Multi-Activity Camps, RAW Adventure Camps and A Passion For... holiday workshops.
  • Merchandise, Extended Care and Illness Protection Scheme do not earn loyalty points.
  • Loyalty points cannot be exchanged for a cash alternative.
  • Loyalty points cannot be accrued and redeemed within the same booking.
  • Loyalty points accrued in 2015 must be redeemed by 31 December 2017.
  • Loyalty points accrued in 2016 must be redeemed by 31 December 2018.

Changing your Booking

  • If you give us 28 or more days’ notice you will be able to change your dates within the same holiday season, subject to availability, free of charge. If you wish to move dates to another season, this is possible on payment of a £30 amendment fee. If you wish to move your booking to another season but cannot confirm exact dates then you may hold the value in credit on your Super Camps’ account, minus the £30 amendment fee. Please note prices may increase from one year to the next.
  • If you give us less than 28 days notice we will endeavour to change your dates within the same season (e.g. summer), subject to availability, on payment of a £10 amendment fee.
  • Amendment fees will be applied to your account at the time of amends, and thus will be either deducted from your account or need to be paid by credit or debit card.
  • We are unable to make any changes with less than 7 days notice.
  • If you purchased a discounted weekly price, and wish to split up the days across different weeks, your booking will then be recalculated using the standard daily rate, which may result in an additional charge.

Cancelling your Booking

  • If you give us at least 28 days notice before the date(s) you would like to cancel, we will refund all monies paid, minus your deposit of £10 per child per day.
  • 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 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.
  • In the case of illness/injury, and only if you have opted for our Illness Protection Scheme, you may be able to recover some of your losses, as credit on your Super Camps account. Please refer to the section on Illness Protection Scheme.
  • Please allow 10 working days to process refunds.
  • If you have paid by Childcare Vouchers, we will hold the amount in credit on your account. If your voucher provider accepts refunds, you can request the refund to be returned to your provider.
  • Please note Edenred DO NOT accept refunds.

Venue Cancellation

  • 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.

Adverse Weather Conditions

  • In the unlikely case that we are unable to run the camp due to adverse weather conditions Super Camps will offer a full refund or credit for another day
  • Super Camps will endeavour to advise customers of any closure by means of email, text or notification on the Super Camps website as soon as possible. The website will be updated with the most up to date information.
  • If customers are unable to attend camp during adverse weather conditions but the camp is open, no refund will be applicable.
  • Adverse weather conditions are determined by either an Amber or Red weather warning issued by the met office via local or national TV & Radio or via the website www.metoffice.gov.uk
  • It is the responsibility of parents to ensure children have appropriate clothing and sun protection.

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 venue.
  • Please check venue-specific details using 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.
  • Activity timetables displayed on camp are a guide and are subject to change. Specific extra activities such as swimming, quads and archery are scheduled in as much as possible, if you are booking individual days, we cannot guarantee these activities will fall on those particular days.
  • Please discuss timetable changes with your local Camp Manager and team.
  • The group age ranges are dependent on the number of children in attendance and may vary from the time of booking.

 

Extended Care and Late Pick-up

  • Our standard hours for all camps and courses are 9.00am to 4.30pm.
  • Doors close at 9.15am. If you will be arriving after this time, you must contact the Camp Manager to gain access.
  • A pick-up window of 4.30-5pm is included within the standard price.
  • All children must be picked up by 5pm if you have not purchased extended care.
  • Our extended care hours are 8am till 9am or 5pm till 6pm.
  • Please note late pick up is 5pm – 5.30pm at Wimbledon School.
  • All children MUST be collected by 6pm.
  • If for any reason you are unable to collect by 6pm, we ask that you call the Camp Manager 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 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.
  • You can purchase extended care as and when you need it.
  • If you have not purchased extended care and arrive outside of the standard hours, Super Camps will charge you the extended care rate.
  • You can cancel extended care up until 28 days before camp and receive a full refund, or amend extended care 28 days before camp for no extra charge.
  • You will not receive a refund if you cancel extended care within 28 days of camp starting.
  • You may switch extended care between days.

Illness Protection Scheme

  • Illness Protection Scheme must be added to an order no later than 28 days before the start of camp.
  • If parents opt not to take the Illness Protection Scheme there is no refund available in case of illness/injury.
  • Any claim made under the Illness Protection Scheme must be made within four weeks of the first date of illness on completion of our Illness Protection Scheme claim form.
  • Claims need to be supported by a doctor’s note. If this is not possible, Super Camps will accept self-certification for a maximum of 3 days within one camp season.
  • If your claim is successful, we will hold the value of your claim in credit on your Super Camps account. Credit is not held for monies spent on merchandise, extended care or IPS.

Insurance

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

Friend Requests

  • The Super Camps ethos ensures that children will make new friends on camp. Camp groups fill up on a first-come, first-served basis, so to improve a child’s chances of being in the same group as existing friends, it is advisable to book them on together. Even then, there is no guarantee that friends - or siblings - can always be placed together. Please note 3, 4 and 5 year olds cannot be moved up an age group due to being on the Ofsted Early Years Register.

Health Policy

  • Super Camps 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.
  • Super Camps will only administer medication if it has been prescribed by a doctor or other health professional.

Toilet training

  • Super Camps asks that children attending camp have been toilet-trained. If a child is still in nappies, he/she is unsuitable for camp activities, and the company asks that the child is not booked onto camp.
  • Super Camps understands that accidents can happen, and suggests that younger children bring a change of clothes. Super Camps may ask parents to remove a child who soils persistently – in which case no refund will be given.

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 Camp Manager for safe-keeping. All Super Camps First Aid policies are in line 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 first aider, Camp 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.

Notice of Absence

  • If a child is not attending a scheduled day on camp, parents/carers must telephone the Camp Manager or Head Office to allow us to update records.

Lost Property

  • Super Camps is not liable for any lost or damaged property on camp.
  • Lost property will remain on camp until the last day of camp and should be collected before the last day.
  • Unclaimed lost property will be given to charity and will not be left at the school.

Photography and Video

  • Please be aware that Super Camps occasionally take photographs/videos of children on camp for promotional and informational material.
  • If filming is due to take place, a notice will be put up in the reception area of camp for you to view on arrival. Please advise the Camp Manager at registration, if you have any objections.

Mobile Phones and Electronic Devices

  • All electrical devices are prohibited on camp. If found, children will be asked to place the device in the Camp Manager box which will be locked and secured at all times.
  • Parents/Guardians are required to contact the Camp Manager if they wish to speak with their child during camp.
  • Super Camps will not take any responsibility for the damage or loss of any electronic devices that are brought onto camp.

Equal Opportunities and Child Protection

  • Super Camps supports equality 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 and/or Medical Conditions

  • Super Camps recognises that the needs of individual children vary, and will endeavour to accommodate children with specific needs and/or medical conditions within the camp 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 contact Head Office on 01235 467300 to inform us of any medical conditions and special educational needs or disabilities, 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 camp 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 the ratios of 1:8 for 3yr olds, 1:12 for 4 to 5yr olds, 1:16 for 6-7yr olds and 1:20 for 8yrs and over, irrespective of any specific needs or medical conditions.
  • Where a child does require one-to-one support, Super Camps will permit parents/carers to attend camp to support their child, providing the Super Camps safer recruitment standards are met. Super Camps 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.

Behaviour Code of Conduct

  • Super Camps encourages a relaxed atmosphere on Camp and aims to promote positive behaviour at all times.
  • Upon booking you agree that your child or children will:
    • Respect the property of others
    • Be patient, honest, fair, and polite to others
    • Not use abusive or obscene language
    • Not be aggressive in the way they speak or behave towards others
    • Respect and treat others as they would wish to be treated
  • We have a responsibility for ensuring the well-being and safety of 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. 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.
  • Full details of our Behaviour Policies & Procedures can be found at the bottom of this page.

Data Protection

  • We will use your details to contact you via email/mail or text 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

  • 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 camp, this should initially be raised with your child’s Camp Manager or Crew Leader.
  • If you are unable to resolve the issue, then the relevant Divisional Manager at Head Office will be advised, and will attempt to resolve the issue to your satisfaction.
  • If you are still unsatisfied and wish to make an official complaint, then please submit the online complaints form on the website.
  • Your complaint will be investigated by a member of customer service.
  • Failing that you can contact Ofsted, our regulator, quoting the relevant site’s registration number (as displayed at camp).
  • If your concern regards a safeguarding issue, then please contact the safeguarding team at Head Office on 01235 467300 – select option 5.

Download a copy of the Super Camps Policies and Procedures below.

Please note that all calls to and from Super Camps are recorded for training or reference purposes.

 

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