FAQs

Our full refund policy is found in our Terms and Conditions.

Cancellation - After School Clubs

We will only credit if at least 6 DAYS notice is given.  When a customer wishes to cancel or amend an order, you can amend your order online yourself via 'My Account' as long as you want to amend within the 6 day notice period.  If you are outside of this period the session will be greyed out and unable to be changed and therefore he/she must directly notify Shine via i[email protected] or call 01174 033 033.  Cancellations or amendments of an activity to an alternative day made after this period will be charged in full with no credit or refund applicable. You may swap to another activity on the same day, subject to availability, free of charge, please email [email protected] with your request for the change.

Cancellation - Holiday Clubs

Over the Holiday periods our cancellation policy is 48 hours before the start of the activity to receive a credit or refund,  You can amend your booking online or please email [email protected] with at least 48 hours notice and we can amend your booking.

Cancellation - Development Squads

Where a squad is paid 'per term', or monthly via Direct Debit, there is no credit or refund for a missed session.  If you wish to cancel the remaining sessions for any reason, please email [email protected] to arrange your cancellation.

Our Inclusivity Statement

At Shine we believe that every child is special, and we celebrate their difference. We encourage equality of opportunity at all our activities, and wherever possible, aim to make them as accessible for all. Whether it’s promoting fair play, or directly challenging incidents of prejudice and discrimination, Shine will aim to make every child and employee feel equally valued and important.

Wherever we can, we will make reasonable adjustments to our activities to cater for all children and staff. We stand against discrimination of race, ethnicity, nationality, class, religion, culture, gender, language, sexual orientation, disability, or additional needs. Shine will involve schools, parents, carers, and the children themselves to support planning to meet additional requirements.  

Accessing 1:1 Support for children with EHCPs

To access support for children, families can make a request when booking a holiday / after-school place by visiting the [Insert Here] pages on the website. Requests must be made by the deadlines listed for Shine to seek funding from the relevant Local Authority to pay for staff to work with the designated children. Shine will carefully consider each request based on the following criteria:

• Has the request been made before the published deadline?
• Does Shine have a suitably qualified and experienced coach available to provide the necessary support to meet the needs of the child on the requested day?
• Is there space at the venue to provide a suitable programme for the child?
• Can funding be obtained from the relevant agency to fund staffing?

If the answer to these questions is ‘Yes’, then Shine will inform families at the earliest possible opportunity so that the request can be authorised. Timelines for approval are dependent on external agencies actioning the request for funding.

If Shine cannot accommodate the request, we inform families at the earliest opportunity and where, appropriate place on a waiting list so that, if staff become available, we can confirm a place.

Shine Sports Hall - Brecon Road, Henleaze, BS9 4DT
Shine Sports Ground - Lime Trees Road, Horfield, BS6 7XW

Other venues may include:

Elmlea Junior School - The Dell, Bristol BS9 3UF
Clifton High School - College Road, Clifton BS8 3JD
Flax Bourton Primary School - Station Road, Flax Bourton, Bristol BS48 1UA
Portishead Primary School - Station Rd, Portishead, Bristol BS20 7DB
Southville Junior School - Myrtle St, Southville, Bristol BS3 1JG
Bradley Stoke Community School - Primary Site, Fiddlers Wood Lane, Bradley Stoke, BS32 9BS

We accept payment by debit cards, Child Care Vouchers, Government Tax Free Voucher Scheme and Direct Debit.  

Payment:  We offer part payment options for anyone not wanting or able to pay for 2 terms upfront which is available when you checkout after choosing your clubs.  By choosing your payment option and then stating how much you are paying by that method.  If you have any issues, or you wish to set up any payment plans specifically for you as we are very accommodating to individual financial needs, please call us on 01174 033 033 and choose the accounts option who will be able to assist.  

We politely request that you pay for any childcare before the date the session is due to start. 

When we are lucky enough to have the sun appear, please ensure your child has sun cream and a named hat on arrival.  Shine will have sun cream on site and whilst staff will not physically apply sunscreen to children, Shine staff will encourage and supervise children to apply sunscreen themselves.

It is the customer's responsibility to ensure that their bookings are completed properly. This includes the following;

Age Groups

Please ensure that your child is booked on to the correct activity for their year group or age. If a child is booked in to a session that is not the correct age group, Shine reserves the right to remove the bookings so that the customer can book the correct session. Any children booked into the incorrect activity on an After School Club will be taken to the office and adults will be contacted, as with a child who has no booking.

Double Booking

Please ensure that you have not booked your child onto 2 sessions that are happening at the same time. We are unable to process credit for sessions where customers have booked their child onto multiple sessions outside of our 6 days' cancellation period for After School Clubs or 48 hours' for Holiday Clubs, as per our Terms and Conditions. This also the case if a date has been booked accidentally.

Amending Orders

When amending an order on the website, please ensure you complete your booking. You will receive a confirmation email in regards to changes to your booking. If you need any additional support with your bookings please email us at [email protected] or call us on 01174 03 3033.

After School Clubs

Lost property remains at the venue in our after school club settings. Please speak to the coach at collection or email [email protected] for more assistance. Lost property will be recycled, rehomed or disposed of after 4 weeks if it is not collected.

Holiday Clubs

Lost property at our holiday clubs will remain at the site where it has been lost. Once the sessions have ended at our school venues, lost property is returned to the Sports Hall, BS9 4DT. Lost property will be recycled, rehomed or disposed of after 4 weeks if it is not collected. Please email [email protected] for more assistance.

Shine have 4 robust documents to support our practice. 

1. Shine’s Safeguarding and Child Protection Handbook has been written in accordance with Bristol Safeguarding Children’s Board. 
2. Shine's Policies and Procedures, which includes behaviour management policies.
3. Shine’s Employee Handbook.
4. Shine’s Health and Safety Policies and arrangements.

If you would like any information contained within these documents please contact us on [email protected].

Jamie Woodworth is our Designated Safeguarding Lead.  

All staff have ongoing professional development with regards to safeguarding best practice. Should you have any safeguarding concerns regarding a child or a member of shine staff, please contact Jamie on 01174 033033 or email [email protected] a member of the safeguarding team will respond.  If Jamie isn't available for any reason you will be passed on to a Deputy.

After School Clubs are available to book for 2 terms in advance and up to 12:00 on the day of the activity.  

After 12pm you can call us on 01174 033 033 to book in. Where available, breakfast club can be booked right up until drop off. Children must be booked into a session that they are expecting to attend, if a child arrives at a Shine club without being booked on they will be returned to the school office so that they can contact the parents. If you then contact Shine and the child is then booked into a session, subject to availability, a £5 Late Booking Fee will be charged for the session, in accordance with our Terms and Conditions. 

Holiday clubs can be booked online up until the start of the session, subject to availability.

All Shine Clubs are first come first served.

The Shine Holiday Club core day runs from 09:00-16:00.  You can book your child to stay on at Shine until 17.55pm if you need extended childcare.  We have 2 options, you can book 1 or both:

• Late Pick Up until 16:45pm - Add on Late Pick Up when you book. Snacks are not provided but children are welcome to eat any snacks they have with them.
• Snack & Chill from 16:45pm until 17:55pm - Add on Late Pick Up AND Snack & Chill when you book. Snacks are provided in this session. This will generally be a quieter time for children after their long holiday club day. 

Shine understands the importance of health and safety. There are qualified First Aiders on site at all of our sessions and settings, as well as appropriately stocked first aid kits. 

Please let us know, in their medical notes, if your child has an allergy to plasters so that we can find a suitable alternative should they require one. 

If your child receives first aid on one of our sessions, a first aid form will be completed and this will be handed to the adult who collects your child from the session. In the event that this form is not handed over, a coach or other member of staff will be in touch after collection to pass on the information contained on the form.

Shine's First Aid Policy is available on request from [email protected].

As one of the leading sports coaching providers in the region, Shine adheres to best practice with regards to safer recruitment and all staff are DBS checked.

Yes, Shine's Ofsted registration number is EY561377

Yes, good news Shine accepts childcare vouchers. Our details are: 

Company Name: Shine Wraparound Care Limited 

Company Address: c/o Shine Sports Hall, Brecon Road, Bristol BS9 4DT

Ofsted Registration Number: EY561377

When you contact your voucher provider, please refer to the details above regardless of the location of the activity you have booked even if it is different to our HQ.  If you require any advice please call our Childcare Voucher Helpline on 0117 4033 033 (Monday to Friday 09:00-16:00) or email [email protected]. 

Here is a list of the providers Shine is currently registered with and the relevant reference/account numbers:-

• Bristol City Council (electronic payment only please - no paper vouchers, contact [email protected]).
• Bath & North East Somerset Council (electronic payment only please)
• Busy Bees - refer to Ofsted number EY561377
• Care4: 74703599
• Childcare Account
• Childcare Grant Service CCG4798757
• Childcare Voucher Solutions
• Computershare: 0021955615
• Co-operative Flexible Benefits: 85110979
• Edenred: P20980343
• Employers for Childcare
• Enjoy Benefits:
• Faircare:
• Fideliti Childcare: SHI074C or refer to Ofsted number EY561377
• Kiddivouchers - refer to Ofsted number EY561377
• PES
• Rascals
• RG Childcare: 91816199198
• South Gloucestershire Council  (electronic payment only please - no paper vouchers)
• Sodexo: 839823 (plus the postcode of BS9 4DT)
• Government Tax Free Childcare Scheme (please search BS9 4DT for location - we are listed as Shine)

Additional Information

• Please note you can only use your vouchers for your own children 
• We only accept e-vouchers (no paper vouchers, thank you). 
• If your childcare voucher provider is NOT on the list above then please contact us and we will liaise with your provider in order to be able to accept them.

It is the responsibility of parents/carers to pass on any important information regarding specific treatment, medication or handling of any medical condition.  When setting up your attendee details, there is an option on the medical information section to tick if you would like a manager to contact you prior to the booking to discuss your child's needs.  

In accordance with our administration of medicines policy, the account holder will need to have completed an administration of medication form to allow our staff to support your child.

All medications must be in date.

Medication and a detailed care plan must be provided before the start of the session.  If sufficient information or medication is not in place, Shine reserves the right to refuse attendance, for the safety of the child in question.

Breakfast Club Signing in procedure:
It is essential that you handover your child to a Shine member of staff who will sign them in on the register.
Shine will ensure the children are taken to their class for the beginning of the school day.

After School Sign-in Procedure:
Since Shine After School Clubs start immediately after the school day ends, you do not need to sign in your child.  A Shine member of staff will sign in your child ahead of their session.

By completing an online booking with Shine, your child's details will automatically appear on the register for the activity you have chosen.  On arrival, Shine staff will register your child and check any additional comments/medical notes. The attendance register will be cross checked regularly and when moving across sites, for example before/after the Walking Bus.

After School Sign-out procedure:
Shine staff will sign your child out once collected by an authorised adult listed on the register. If an alternative adult is collecting, please contact the admin team so they can inform the staff on site. Sign-out is when any messages or accident slips will be passed over and may be a busy time, so your patience is appreciated.

Authorised collection
An authorised adult must always sign a child out.  You can authorise an adult via your attendee details, or by emailing [email protected].

Any verbal instruction regarding the collection of your child is accepted on the understanding that it is not officially recorded.

If your child is of an appropriate age to leave the premises unsupervised, you must inform us in writing. We require consent either via your attendee details, where you can authorise your permission to leave unattended, or if it is not a regular arrangement please email to [email protected] with the specific details.

Yes, sports equipment for sessions is provided by Shine in all its activities. However, please note that personal sports gear and protective kit - such as a cricket box, football boots or shin pads - are not provided.

For safeguarding reasons we require that all children are booked in using our online booking system.  If you experience difficulty booking, you can email us on [email protected]. 

You can book their children into after school club sessions online up until 12pm on the day of the session.  After 12pm you can call us on 01174 033 033 to book in. Where available, breakfast club can be booked right up until drop off. Children must be booked into a session that they are expecting to attend.  If a child arrives at a Shine club without being booked on, they will be returned to the school office so that they can contact the account holder. The account holder will then need to contact Shine in order for the child to be booked into a session, subject to availability. A £5 Late Booking Fee will be charged for the session, in accordance with our Terms and Conditions. 

Holiday clubs can be booked online up until the start of the session, subject to availability.

If you need any assistance with your bookings then please contact us by calling 01174 033 033 or emailing [email protected].

It is the customer's responsibility to ensure that their child is provided with appropriate clothing and footwear for their selected activity and the British weather.  Advice on any specific kit will appear on the activity page during the booking process. It is advised the children arrive fully dressed for their planned activity, such as wellie boots when attending an outdoor adventure session in wet conditions. Children must bring their own shin pads and a protective box when playing football and 'hard ball' cricket respectively. Failure to do so may mean they cannot participate in the session.

Please wear closed toe shoes.

All information provided to us by customers, such as medical information and contact details, are retained for internal company use only. We NEVER pass any information on to third parties or disclose any information to any other person. Customers can edit their marketing preferences by accessing their MyAccount section at anytime.  

All card payment details are sent directly to Shine's online payment merchant Stripe. We never see any of this information. Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.

Please see our Privacy Policy for more detailed information of how Shine treat your personal data.

Shine welcomes children from Reception year upwards to Holiday Clubs.  We recommend Shine Mini's or Shine Creative as the most suitable activity options for 4 year olds who are in Reception.  We reserve the right to ask for them to be collected should they not cope well, but this is rare. To discuss the matter further please email i[email protected].