When you book with AllStars, these Terms and Conditions and other information such as our Parents Guide and Policies and Procedures document define the agreement between us and let you know what to expect from AllStars and what we expect from you. If you have any questions about our Terms and Conditions, please call our Customer Services team on 07983 818 192.
Bookings made online will be confirmed by email. A booking is confirmed when we receive the appropriate deposit, full payment and / or childcare vouchers and receipt of these constitutes acceptance of these terms and conditions.
AllStars accepts payment by credit card, debit card and childcare vouchers. We do not accept payment by cheque, American Express or PayPal. All bookings must be paid in full at least 24 days before camp start date or your children will not be able to attend camp. In the unlikely event that you have payments outstanding after your child has attended camp, these will be passed to a debt recovery agency.
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. AllStars cannot apply discounts retrospectively and discounts must be applied at the time of booking. Offers and Discounts are only available on Multi-Activity and not on Specialists courses. Discount will end at midnight on the day advertised.
4. Paying with Childcare Vouchers
AllStars accepts childcare vouchers (CCVs) as a form of payment for bookings. Your booking will not be confirmed until we receive and process your CCVs. After receiving your booking confirmation email, please contact your childcare voucher provider and quote your booking reference number and make payment. You will receive another order confirmation email from us when the voucher has been processed.
Bookings made 7 days or less before the start of camp must be paid by credit / debit card and we will refund this payment on receipt of your CCVs.
CCVs cannot be used to purchase merchandise or Illness Protection Cover (IPS).
You can move your dates within the same season (e.g. summer), subject to availability, provided you do so more than 7 days from first camp date (it is not possible to move or add dates within 7 days). When moving days, if the current day price is greater than the original price paid (e.g. if you originally booked on an offer price) you will be charged the difference. You can also add additional days to your booking and will be charged at current price. On a full week Multi-Activity booking, if you choose to split the days across different weeks, you will be charged at the prevailing day rate (full weeks of Multi-Activity are offered at a discount. Please contact our Customer Service Team if you wish to move your dates to another season (you can only move your dates to the next available season once): if the desired season is not yet on sale, we will hold the balance in credit on your AllStars account. Please note prices may increase from one season to the next.
If you give us at least 28 days’ notice before the camp date(s) you would like to cancel, we will refund all monies paid, minus £10 per child per day. If you have paid by Childcare Vouchers, with loyalty points or using credit from your account, we will hold the amount in credit on your account minus the appropriate deposit amount. If your voucher provider accepts refunds, you can request the refund to be returned to your provider. (Please note Edenred do not accept refunds.)
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.
In the case of illness/injury, your account will be credited, and you can use the credits for the next season only.
Early Drop Off is between 9am – 9.15am and there is a charge for this service.
8. 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 this information before camp starts, your children will not be allowed on camp.
AllStars 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 inform us of any medical conditions and special educational needs or disabilities, whether booking online or via email, 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 our standard ratios of 1:12 for 4 to 5 year olds, 1:16 for 6-7 year olds and 1:20 for 8 years old and over, irrespective of any specific needs or medical conditions. 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.
Where a child does require one-to-one support, AllStars will permit parents/carers to attend camp to support their child, providing the AllStars safer recruitment standards are met. AllStars 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.
10. Illness and First Aid
AllStars has 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 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.
All children MUST be collected by 3pm (unless timings are otherwise specified at time of booking). If for any reason you are unable to collect by 3pm, we ask that you call the Camp Manager or Head Office 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 3pm to cover the additional staffing cost. If we have no contact from a parent/guardian by 3.30pm, 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.
If a child is not attending a scheduled day on camp, parents/carers must telephone and email the Camp Manager or Head Office to allow us to update records.
At some camps we may offer optional extra excursions and activities. All our usual standards of care and supervision apply.
15. 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 on camp are a guide and are subject to change. Specific extra activities such as swimming (where available) and archery are scheduled in as much as possible, however, 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.
All your child’s personal property is your responsibility and AllStars is not liable for any lost or damaged property on camp. If you believe that your child has left an item on camp, please contact the Camp Manager who will do their best to assist you. Lost property will remain on camp until the last day of the season and should be collected before the last day. Unclaimed lost property will be taken back to Head Office and then donated to charity. We are unable to return any items to you from Head Office.
17. Mobile Phones and Electronic Devices
All mobile phones and electrical devices are prohibited on camp. If found, children will be asked to place the device in the Camp Manager’s box which will be locked and secured at all times. The device will be returned to the authorised parent/carer at the end of the session.
All children in our care are covered by our Public Liability Insurance.
19. Photography / Filming
Please be aware that AllStars occasionally take photographs/video footage of children on camp for promotional reasons. If filming is due to take place, camp staff will inform all parents on arrival and your children can be opted out if you wish.
20. Parent Feedback / Complaints
AllStars 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.
22. Policies and Procedures
AllStars 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 products and services, and will ask for your consent during the registration / booking process. You may unsubscribe at any time.
