TERMS & CONDITIONS

Shine's Terms & Conditions:

Cancellation Policy – Wraparound Care (After School Clubs and Breakfast Clubs)

We will only credit if at least 6 DAYS notice is given. If you wish to cancel or amend an order, you can amend your order online yourself via 'My Account’, this will generate a credit to your Shine account if done outside of the 6 days notice period.

You can amend orders on your account by selecting ‘My Orders’ and ‘Amend Order’, you can then remove dates by selecting the ‘X’ next to them. If you are unable to amend a session in this way you can contact us by emailing info@myshine.co.uk or calling 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 free of charge, subject to availability. Please email info@myshine.co.uk or call 01174 033 033 with your request for the change.

Cancellation Policy - Holiday Clubs and Inset Days

For Holiday Clubs and Inset Day bookings our cancellation and amendment policy requires 48 hours notice. As with our Wraparound Care sessions, you can amend bookings on your Shine account.

Cancellation Policy - Development Squads

Where a squad is paid monthly via Direct Debit or paid for up front, there is no credit or refund for a missed session. If you wish to cancel the remaining sessions for any reason, please email info@myshine.co.uk to arrange your cancellation.

Our 6 day cancellation policy remains in place for all bookings, reducing to 48 hours for Holiday Clubs and Inset Days, with refunds only considered in exceptional circumstances.

Please note Shine are not held responsible for booking errors or duplications. Please check your booking confirmations carefully, when you place your booking.

Fines and disciplinary charges whilst playing for a Shine team.

Any fines or charges incurred by a player, or spectator associated with the player, will be charged back to the account holder for payment. This includes but is not limited to yellow or red cards and player or spectator conduct. Shine reserves the right to suspend the player until payment is cleared.

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.

Children must already be in school to come to Shine Holiday Clubs. Children who are starting Reception are able to come to Holiday Clubs from the October after they start.

Multiple Customer Accounts Policy

For safeguarding reasons, it is requested that each customer has no more than one account per household. If a customer has their account suspended or payment options restricted, any new accounts that are subsequently created will also be suspended and any orders made from that account will be deleted.

Creating an Order on the Day of an Activity

After School Clubs - Booking is available online until 14:29pm, subject to availability. For any bookings required after 14:30pm on the day of the activity, please call 01174 033 033 or email info@myshine.co.uk. In addition, it is important that the parents/carer notifies their child's school office as registers will have already been sent to the school.

Breakfast Clubs – Booking is available until the start time of the activity, subject to availability.

Holiday Clubs – Booking is available until the start time of the activity, subject to availability.

Development Squads and other termly activities: Booking is available until the start time of the activity, subject to availability.

Please note that, whilst Shine will always try to accommodate requests, it may not be possible to swap a child into a different activity. This will depend on the availability of the sessions.

Late or Non-Payment Policy

Customers who fail to settle their booking fees in accordance with these Terms & Conditions will be contacted by Shine via email and requested to settle the amount in full. Should a customer fail to comply with this request, Shine reserves the right to suspend their account. In addition, a fee of £10.00 will be applied to reinstate the account and £20.00 if the account needs to be suspended for a second time. The suspension will only be lifted once the outstanding payment (plus the reinstatement fee) is settled in full. Should your account be suspended your payment options will be restricted for any future orders in the event that your account is reinstated.

Refund Policy

Providing that you have notified Shine in accordance with the Cancellation Policy you will be entitled to a refund by way of a credit to your Shine account. Should you wish to request a direct refund then you must do so in writing to info@myshine.co.uk. A direct refund will only be available for payments made by card. Childcare voucher payments can usually only be returned to the provider, depending on which provider is used.

Childcare Vouchers Non-Payment Policy

Customers who have opted to pay via childcare vouchers must arrange for the immediate transfer of funds with their voucher provider at the time of booking. Late payment may lead to the option of paying by childcare vouchers to be withdrawn.

Account Suspension and Closure Policy

Shine reserves the right to suspend a customer’s account if they have not adhered to the booking Terms & Conditions and, in particular, the non-payment of activities. In this incidence, a reinstatement fee of £10.00 will be applied to the customer’s account and the suspension will only be lifted once the outstanding payment (plus the reinstatement fee) is settled in full. If a customer has their account suspended on a second occasion then the reinstatement fee will rise to £20.00. Further suspensions are likely to lead to the permanent closure of the account. Any bookings made from an associated account in the same household will be deleted if an account is suspended due to non payment.

Non-Booking Policy

If a child arrives for an activity without being booked in, Shine will return the child to the school office. For safeguarding reasons, staff cannot accept children into an activity whose details are not on the register. An administration fee of £5.00 per child per order and will be charged to your account if a child is booked onto a session without prior notice. If this occurs on a repeated basis, Shine reserve the right to suspend your account (see Account Suspension Policy).

Late Collection Policy

Any child collected after the scheduled end of the session will be charged a 'Late Collection Fee'. The charge will be £1.00 per child every 2 minutes for the first 10 minutes, after this, £10 per 10 minutes or part thereof. The charge will be added to your account. Subsequent occasions will be logged and, at the manager’s discretion, may lead to your account being suspended. Where there is a ‘Snack and Chill’ session available your child/ren will be added to this session and a non-booking fee will also be added to your account.

Alternative Pick-up Arrangements Policy

Parents/carers must contact Shine by phone on 01174 033 033 or email info@myshine.co.uk if they have made alternative pick-up arrangements. Staff require the full name of the adult collecting. Shine staff reserve the right to prohibit a child from leaving the premises if we do not have notification of alternative pick-up arrangements from either parent/carer, or the adult does not match the information they have. In all cases, Shine staff reserve the right to phone both parent/carer contact numbers to confirm the identity of the adult collecting. If a child will regularly be collected by another adult, they should be added to the child’s attendee information, this can be done by logging into your account, selecting ‘My Account’, choosing ‘My Attendees’ and then selecting the small pencil icon next to the child’s name.

Non-Arrivals Policy

Should a customer fail to inform Shine that his/her child will not be attending, the absent child will be deemed a ‘non-arrival’ and the customer will be charged in full. For safeguarding reasons, Shine may contact the parent/carers to confirm their child’s absence if they fail to attend an After School Club session. If your child will be absent from a session you can let us know by emailing info@myshine.co.uk or calling 01174 033 033.

Emergency Closure Policy

Service Disruption and Emergency Closure Refund Policy.

1. Unforeseen Closures In circumstances where a scheduled club session cannot take place due to reasons outside of Shine’s control, including but not limited to severe weather conditions, emergency site closures, school strikes, or any other situation that results in the venue becoming unavailable, Shine will not be held responsible for the cancellation of the session and no refund will be given.

2. No-Fault Cancellations Where a cancellation arises through no fault of Shine, and Shine is unable to safely or legally operate the session, the standard refund policy will continue to apply. Shine is not obligated to provide refunds, credits, or alternative sessions for cancellations caused by external factors beyond our control.

3. Refund Policy Shine operates a 6‑day cancellation policy for Breakfast & After School Club and 48 hours for Holiday Clubs. Refunds are only available when a booking is cancelled by the booker at least 6 days, or 48 hours prior to the relevant scheduled session. Cancellations resulting from circumstances described in Sections 1 and 2, are not eligible for a refund.

4. Commitment to Fair Practice Shine is committed to operating in accordance with applicable consumer rights legislation. These terms do not affect the statutory rights of the booker. Shine will always act reasonably, communicate promptly, and ensure that any decisions made regarding cancellations or refunds are fair, transparent, and consistent with our published policies.

Information Held by Shine

To be able to contact you in an emergency it is important that your contact details are up to date on your Shine account. Please ensure that information held by Shine is relevant and up to date so that we can contact you should we need to. We need a minimum of 2 contact numbers, one for the account holder and one for an alternative emergency contact.

Medication and Medical Details Policy

It is your responsibility, as the customer, to keep Shine updated about any medical conditions your child/ren may have and to inform us of any medication they may be on. Any medication provided for staff to administer must be in date, accompanied by a detailed care plan and this must be kept up to date. Parents/Carers should fill out an administration of medication form, providing us with all relevant information. Shine reserves the right to refuse a booking until we are satisfied that we can provide a safe and competent level of care. In line with NHS guidelines, if your child is prescribed an auto-injector you will need to provide two. These should be given to the Shine staff at the start of the day/session and returned to the parent/carer at the end of the day/session. We can accept no responsibility if the incorrect medication is provided and reserve the right to turn your child away from their planned activity until the correct medication is be provided.

Medical Treatment Policy

By agreeing to these Terms & Conditions, you give permission for Shine to administer first aid, in the event of an accident, and/or to arrange emergency medical treatment for your child, in the event of a major accident, incident or illness occurring whilst in our care.

SEND and Additional Needs Policy

Some children may require additional support to access our clubs. Whether or not your child has been granted an EHCP, is in the process of a diagnosis, or needs extra support in certain activities, please email us at info@myshine.co.uk, ahead of booking, with the subject line ‘Inclusion’. This will then be passed on to our Inclusivity Coordinator. We need as much information as possible so that we can support your child in the best way possible. In some cases, we may be able to provide 1:1 support staff, as this requires us to apply for this up to a term in advance we need as much notice as possible to arrange this. You can read our Inclusivity statement in our FAQs. Feel free to contact us should you have any further questions. Thank you for your understanding.

Allergy and Food Preparation Policy

Shine does not claim to be, nor can it be deemed to be free of food items and non-food items that may lead to a severe allergic or anaphylactic reaction. We will make every reasonable effort to reduce the risk to children with severe allergies or anaphylaxis in accordance with our Allergies and Anaphylaxis Policy.

Shine requires the co-operation and understanding of staff, children, and parents/carers. We promote ourselves as a nut-free organisation and request no nuts in lunches/snacks at our settings. This includes Nutella, Pesto, Kinder Bueno and Hazlenut crepes. If a product containing nuts, or may contain nuts is brought to one of our settings, our staff reserve the right to remove the product and return it to the parent/carer upon collection of their child.

Shipping Information

We ship parcels Monday to Friday, and delivery is within these days. Our courier will attempt delivery, and if unsuccessful, will leave a calling card informing you of their attempt. Please follow the instructions on the card, or contact us for more help. If you do not respond to the card within 5 working days, the parcel will be returned to us and you will be liable for all postage costs. If you have not received a calling card within 5 working days of ordering, you should contact us to avoid the parcel been returned to our warehouse. If you have not contacted us within this timeframe, you may be liable for postage. We endeavour to ship as many orders as we can every day – however we cannot guarantee same day dispatch on orders placed after 1pm. There may be additional postage charges and delays to certain areas including Scottish Highlands. Mainland Europe includes mainland France, Spain, Ireland, Germany, Portugal, Czech Republic and Holland. We ship to other countries but this may incur additional costs. If there any additional customs duties to pay, the customer assumes full responsibility for them in their entirety.

Postage: We use the Royal Mail for UK Economy delivery and can take between 3-5 working days for delivery. The collection for these parcels will be made the working day after you place your order. The delivery charge includes insurance for the product in the event it becomes lost or damaged in transit. We have included this cost for peace of mind for both you as a customer and ourselves as a business.

Bank Holidays: Please note we are not open on Bank Holidays and the next working day may mean after a Bank Holiday day.

Refund Policy

Merchandise purchased from Shine may be returned to our address within 7 days from the date of purchase provided that they are returned brand new, undamaged and in the original packaging. The cost of the item will be refunded less the outgoing postage charge incurred by Shine.

This excludes personalised, customised, or any other type of product where an adjustment has been made to the ‘normal’ at a customer’s request. These cannot be returned. We also reserve the right to alter, adjust, modify, resize, crop or re-colour any image or text submitted to personalise an item with – this will only ever be to improve the quality of output.

The customer will be responsible for the postage costs except for faulty items being returned.

We will endeavour to sort out a problem within 5 days of receiving the complaint. Please report non-delivery after 7 days of placing the order. IT MUST BE before 21 days if delivery/non delivery is within the UK. If an item needs exchanging please phone or email, within 14 days of receiving the goods, so we can make arrangements.

If the goods are faulty, damaged or different from those ordered, please contact us within 7 days of you receiving the order. We will replace the goods free of charge including postage, or give a full refund (if preferred) – within 30 days. It is important that you return the goods new and unused in the original packaging for you to receive a replacement or refund. If insufficiently protected we have the right to refuse the returned item.

Please send Returns to:

Shine Sports Ground

Lime Trees Road

Bristol

BS6 7XW

Exclusions of liability

Any disclaimers and exclusions of liability in these terms & conditions shall not apply to any damages arising from death or personal injury caused by the negligence of Shine Wraparound Care Limited or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

The aggregate liability of Shine Wraparound Care Limited shall be limited to the amount of the order from which the liability arises.

Giveaways & Competitions

This section applies to all giveaways, prize draws, and competitions (“Promotions”) run by Shine, whether on social media, email, or any other channel.

1. Eligibility

Promotions are open to UK residents aged 18+.

Shine staff members and their immediate families are not permitted to enter.

One entry per person unless otherwise stated.

2. How Winners Are Chosen

Winners are selected at random using a digital “wheel of names” tool.

The draw is final and no correspondence will be entered into.

3. How Winners Are Contacted

Winners will be contacted by phone or email only using the details provided at entry.

If a winner does not respond within the timeframe stated in the Promotion, Shine may select an alternative winner.

4. Prizes

Prizes are exactly as described in the Promotion.

No cash alternatives, substitutions, or prize swaps are offered.

5. Data & Privacy

Entry information will only be used to administer the Promotion and contact the winner.

Marketing emails will only be sent where the entrant has formally opted in.

All data is handled in line with Shine’s Privacy Policy.

6. Platform Disclaimers

Promotions run on Meta platforms (Facebook/Instagram) are not sponsored, endorsed, administered by, or associated with Meta.

Entrants provide information to Shine, not to Meta.

7. Changes & Cancellation

Shine reserves the right to amend or cancel a Promotion if necessary due to unforeseen circumstances.

Any changes will be communicated via the same channel the Promotion was originally posted.

Other legal notices

There may be legal notices on other areas of this website which relate to your use of this website, all of which will, together with these terms & conditions govern your use of this website.

Changes to legal notices

We reserve the right to change these terms & conditions from time to time and you should re-read them each time you use this website.

Law, jurisdiction and language

This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with UK Law. All contracts are concluded in English.

These terms and conditions do not affect your legal rights.

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