Booking Cancellation Policy - Please note changes to our cancellation policy will come into affect on Monday 22nd July 2019.
When a customer wishes to cancel an order, he/she must directly notify Shine via [email protected] or 01174 033 033 by the following cut off times:
• Breakfast Club – before the start time
• After School Club – before 10:00 on the day
• Holiday Club – before 08:00 on the day
If a customer fails to notify Shine by the above stated cut off times, the customer will be charged in full for the activity booked on that day.
Booking on the day
Booking is available online until 11.59am. For any bookings required after 12 noon on the day of the activity, please call or email to book and you must notify their child's school office as registers will have already been sent to the school.
Late or Non-Payment Policy
Customers who fail to settle the order 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 failure to comply with this request, Shine reserve the right to suspend the customer’s account and apply an administration fee of £10.00. The suspension will only be lifted once the requested payment (plus the administration fee) is settled in full.
By agreeing to these Terms & Conditions, customers give permission to administer first aid and/or emergency medical treatment for their child in the event of a major accident, incident or illness occurring whilst in our care.
Amending an Order Policy
When a customer wishes to amend an order, he/she must notify Shine staff via [email protected] or 01174 033 033. Please note that, whilst Shine will always try to accommodate a customer’s request, it may not be possible to swap a child into a different activity if, for example, that activity is fully subscribed.
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.
Non-Booking Policy for After School Clubs
In the event that a child arrives for an after school activity without being booked, Shine will return the child to the school office for safeguarding reasons.
Late Collection Policy
Any child collected after the end of the session will be charged a 'late collection fee'. The charge will be £1.00 per child every 2 minutes. The charge should be paid in full immediately and certainly prior to the child attending Shine again. Subsequent occasions will be logged and, at the manager’s discretion, may lead to the customer's account being suspended. At settings where a second session runs, Shine reserves the right to add your child onto the second session register and the charge will be added to your account.
Activity Cancellation Policy
In the event that Shine has to cancel an activity for any reason, (such as extreme weather) customers will be notified and a full credit will be issued to the customer's account.
Providing the customer has notified Shine in accordance with the Cancellation Policy he/she will be entitled to a refund by way of a credit to their Shine account. Should a customer request a direct refund then he/she must do so in writing to [email protected].
Childcare vouchers Non-Payment Policy
Customers who have opted to pay via childcare vouchers must do so at the time of booking. Late payment will lead to the option of paying by childcare vouchers to be withdrawn.
Allergy and Food Preparation Policy
Shine endeavours to be a nut free organisation and requests that children do not bring any products containing nuts or traces of nuts in their snacks/packed lunches. Please also be advised that we recommend grapes and cherry tomatoes are cut in half length ways.