Cancellation Policy
When a customer wishes to cancel a booking or amend any booking to an alternative day, he/she must directly notify Shine via i[email protected] or by calling 01174 033 033.  We will only credit if at least 48 hours notice is given.  Cancellations or amendments of a session to a different day, made after this period will be charged in full with no credit or refund applicable.  

Booking on the Day 
After School Clubs - Subject to availability, booking is available online until 11.59 am.  For any bookings required after 12 noon on the day of the activity, please call 01174 033 033 or email [email protected] to book and you must notify their child's school office as registers will have already been sent to the school. 

Holiday Clubs - Can be made until the start time of the activity subject to availability.

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 fails 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.

Medication and Medical Details Policy
It is the customer's responsibility to keep Shine updated about children's medical conditions and medication.  Any medication provided for staff to administer must be accompanied by a detailed care plan and must be in date.  Parents/Carers should provide full instructions regarding any treatment/dosage required.  Shine reserves the right to refuse a booking until we are satisfied we can provide a  safe and competent level of care.

Medical Treatment
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.  

Holiday Club Walking Bus
If your child is booked onto our 'free walking bus' from Shine Community Sports Hall to Elmlea Junior School, please note that this service will leave at 09:45 prompt. If you arrive after this time the service will not be available to you.

Multiple Customer Accounts
For safeguarding reasons, it is recommended that each customer has no more than one account per parent/carer. Customers are requested not to create more than one account and, in the event 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. 

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.

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.

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 for the first 10 minutes, after this, £5 per 10 minutes or part thereof. 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.

Emergency Closure 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.

Refund Policy
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]. A direct refund will only be available for payments made by card, childcare voucher payments can only be returned to the provider.

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.

Allergy and Food Preparation Policy
Shine endeavours to be a nut-free organisation and request 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 lengthways.