Terms & Conditions
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 [email protected] 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 [email protected] 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 [email protected] 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 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.
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, 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 11.59 AM, subject to availability. For any bookings required after 12 noon on the day of the activity, please call 01174 033 033 or email [email protected]. 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.
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.
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 [email protected]. 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.
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 [email protected] 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.
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 will 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 [email protected] or calling 01174 033 033.
Emergency Closure Policy
In the event that Shine must cancel an activity for any reason, such as extreme weather, you will be notified and a full credit will be issued to the your account.
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 [email protected], 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 is a nut-free organisation and children should not bring any products containing nuts or traces of nuts in their snacks/packed lunches. This includes pesto, many commercially available chocolate spreads and many other items. If your child does attend with a packed lunch containing nuts or nut based products then you will be contacted to provide a suitable replacement. Please also be advised that we recommend grapes and cherry tomatoes are cut in half lengthways.