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 an alternative 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]. Additionally, parents/carers must notify their child's school office as registers will have already been sent to the school. 

Holiday Clubs – Bookings 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 fail to comply with this request, Shine reserve the right to suspend the customer’s account. In addition, an fee of £5.00 will be applied to reinstate the account. The suspension will only be lifted once the outstanding payment (plus the reinstatement 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 up to date.  Parents/Carers should fill out an administering 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.

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. 

Multiple Customer Accounts
For safeguarding reasons, it is requested that each customer has no more than one account per parent/carer. 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 
To amend an order, customers 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. For safeguarding reasons, Shine will contact parent/carers to confirm their child’s absence.

Non-Booking Policy for After School Clubs
In the event that a child arrives for an after school club 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 £2:00 per session/per child will be charged to a customer’s account sending in the event that that the customer sends their child/ren to a session without advanced booking.  If this occurs on a repeated basis, Shine reserve the right to suspend the customer’s account (see Account Suspension).

Account Suspension

Shine reserve the right to suspend a customer’s account in the event that the customer has not adhered to the booking Terms & Conditions and, in particular, the non-payment of activities. In this incidence, a reinstatement fee of £5.00 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.

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.

Alternative Pick-up Arrangements

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 a contact number and brief description of the different 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.

Emergency Closure Policy
In the event that Shine must 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.