booking policy - fish · feel that being flexible is a great advantage to parents that work shift...

Polices & Procedures

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2010/11


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Bookings Policy We understand that all parents have different needs when choosing childcare, and we feel that being flexible is a great advantage to parents that work shift patterns or may only need sessions on an ad hoc basis. Before you can book any sessions you will need to complete a registration form, so that we have all your child’s details and information about any medical, or other additional needs. It is important that we have this information to ensure that your child has a great time with us and we can ensure their safety while they are in our care. Registration forms are available from;

1. FISH Office, just give us a call and we will send out your form in the post. 2. School Reception, we have displays at all of our host schools. 3. Club Room, you can collect the forms from our clubs managers at each of the

settings. Please give us a call on the club mobile so that we can get the forms ready for you (all our club mobile numbers are on our website www.fishkids.co.uk).

You only have to complete the registration form once, but we do ask you to keep us updated about any changes. Once you have completed the registration form please return it to:

FISH Unit 1 Crosses Barn

Hulk Lane Thorverton

EX5 5LJ Once you have completed the registration form you will need to complete the booking form, these forms come out towards the end of the current term for after school club and 6 – 8 weeks before the holiday club. Once you have registered with us we will email you a new booking form as soon as they become available. Booking forms are also available;

1. From your breakfast, afterschool & holiday club (please speak to a member of the team).

2. From www.fishkids.co.uk (click on the club details and the booking form is on the right hand side)

4. School Reception, we have displays at all of our host schools. 3. FISH Office, just give us a call and we will send out your form in the post.


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Please ensure that you fill out all the information on the booking form, and return it back to us along with your payment to:

FISH Unit 1 Crosses Barn

Hulk Lane Thorverton

EX5 5LJ Bookings are accepted on a first-come, first-served basis and must be accompanied by full payment. Any bookings received without payment will not be deemed valid until payment is received in full. Booking forms need to be completed every half term (usually every 5 -7 weeks depending on the school term). Once we have received your booking form we will aim to email your booking confirmation within 5 working days, if you have not received your booking confirmation please call us on 08445 618847. Last Minute Bookings We understand that from time to time you may be called in to work last minute, or your other childcare plans may fall through. If you need to make a last minute booking for the breakfast, after school club or holiday club please call the club mobile

All Teignmouth Clubs 07794 493963 Chudleigh Club 07521 511433 Ladysmith Club (Both Schools) 07779 230622 Stoke Hill Club (Both Schools) 07580 619575 West Buckland Club 07702 756344

We will only be able to take your child if we have space, the more notice you give us the better chance of us being able to collect you child. Payment We accept childcare vouchers, postal orders, cheques, and cash (please do not send cash in the post unrecorded). We understand that paying for 6 or 7 weeks of childcare in advance is difficult for many parents and we are happy for parents to postdate a second cheque when they send their booking form in. We are also happy to look at a weekly payment plan on an individual basis, please call the office on 08445 618847 or email us at [email protected] to discuss this option further. Your payment is due at the time of booking; we are unable to process your booking without your payment.


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Childcare Vouchers We are registered with a number of childcare voucher companies, if you are paying using online vouchers please reference the payment with your childs name, club setting, and the term or holiday period e.g. (Adam Smith, Chudleigh, summer 11) please could you then email us to let us know you have made a payment. Returned Payments Payments returned by the bank are subject to a £10.00 bank charge. Bank charges incurred by F.I.S.H resulting from returned payments must be paid in full by the customer in addition to the booking fee. Late or non-payment of fees could result in the booking being cancelled without notice. FISH does not accept any liability for bank charges you may incur if a post-dated cheque is processed. Due to the high volume of payments received, the responsibility rests firmly with the customer to ensure all payments are valid at the time of booking.

Cancellations & Refunds If you need to cancel less than 48hrs before the session please call your club mobile, other wise please call the office on 08445 618847. All our spaces are non-refundable, however if we are full and we are able to resell your space we will issue you with a credit note. All our spaces are non-transferable, however if we have space on an alternative day we MAY be able to swap, this is at the discretion of the club manager We may offer a credit note under certain circumstances; each case will be assessed on an individual basis. Enforced Venue Closure If any FISH club is forced to close due to the compulsory closure of its premises by order of a competent authority (eg School, Local Authority, Environmental Health Etc), due to bad weather (eg Snow, Ice, Flood etc), outbreak of a human infectious or contagious condition (eg Influenza, Meningitis) or for any other health or environmental concern, customers will still be liable for any fees due/paid, during the entire period of closure.


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TERMS & CONDITIONS 1. Parents must complete a registration form. 2. Parents must identify themselves to the supervisor before your child/ren start the

club. Should arrangements be made at anytime for any other adult to collect children, the supervisor must be informed and where possible, the person introduced to the Supervisor. If this arrangement is made by telephone the password from the registration form will be asked to enable us to identify the person collecting the child, we will only let your child leave with this person if they are happy to do so. Children may only be collected by a suitable adult, older siblings (under 16) are not permitted to collect children from the club.

3. On arrival for each session, a named adult must accompany all children to the “Registration Table” We will not accept any child into the club unless a named adult accompanies them. Adults collecting must ring the doorbell to be let in; a member of staff will ensure that you sign out children before escorting them from the club.

4. Please ensure that children do not bring valuable toys and belongings with them as we cannot be held responsible if they go missing. We cannot guarantee the return of lost property, but will endeavour to return items on request that we are able to identify. Parents will be required to pay the cost of postage. FISH will keep lost property for a period of six weeks only. If it is left unclaimed after this period has expired, FISH will distribute the lost property to local charities.

5. F.I.S.H does not accept liability for the loss or damage to any property belonging to, or carried by, any of the children attending our Club

6. F.I.S.H does not accept any liability for death, injury, accidents, loss or damage of any of the participants unless caused by the proven negligence of the Manager, Staff, or the Company.

7. F.I.S.H does not accept liability for the loss or damage due to late arrival back from trips or outings.

8. Respect for, and proper use of all property, equipment and the premises is essential and must be maintained by all persons (child and adult) at all times. If necessary any child acting inappropriately, abusing property, equipment or premises will be spoken to with a parent/carer present. Any damage to property or equipment whilst attending the club must be reimbursed by the parent/carer; failure to pay for any damage caused may result in the child being excluded from the club. If this should occur no refund of monies paid will be given.

9. FISH reserves the right to amend its services and activity programme, content, times, dates and venue in the event of unsuitable weather conditions, failure of equipment, building faults and any other operational faults that may arise from time to time, without refund or compensation to the customer.

10. All information exchanged by any person involved with the clubs must be kept strictly confidential.

11. While attending the club children must wear suitable clothing/footwear (kit lists are given at time of booking confirmation), during hot weather children attending the club are encouraged to wear a suitable sun hat and bring sun lotion.

12. Parents/Carers must inform us of any changes to contact details, including new telephone numbers, failure to keep us informed of change of contact details may result in your places being lost.


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13. Fees are paid in advance at time of booking, sessions do not have to booked in advance but it is advised to do so.

14. Alterations cannot be made to after school and breakfast club bookings. For holiday club bookings, alterations will only ever be made subject to availability and with a minimum of 7 days notice. FISH reserves the right to charge an administration fee of £5 for this service.

15. Payments returned by the bank are subject to a £10.00 bank charge. Bank charges incurred by F.I.S.H resulting from returned payments must be paid in full by the customer in addition to the booking fee. Late or non-payment of fees could result in the booking being cancelled without notice.

16. F.I.S.H does not issue refunds for any reason. A credit note may be issued in the event of prolonged illness/injury subject to the discretion of the Holiday Cub Manager.

17. All invoices must be paid within 14 days failure to do so will result in a charge of 10% of the total invoice for each month the bill is outstanding

18. In the extremely unlikely event that F.I.S.H should have to cancel a session you will be offered a credit note, with the exception of enforced closure.

19. We have a legal duty to report any concerns regarding a child’s welfare to the appropriate authority.

20. F.I.S.H 4 Compliments, if you have any comments or complaints please fill out one of our cards and return it to us, or you can email us at [email protected]

21. FISH is committed to providing high quality children’s holiday, before and after school care. If you or your child were not entirely satisfied with the service we provided, then we would like to know about it. Any complaint should first be made to the Club Manager, who will complete a complaints report, and do everything possible to ensure the complaint is dealt with as quickly and effectively as possible. If the complainant feels that the outcome of the complaint is insufficient, or would like to take the grievance further, the complaint should be made in writing and sent to: FISH Club Owner, Unit 1 Crosses Barn, Hulk Lane, Thorverton, EX5 5JL. If in the unlikely event that you are not 100% satisfied with the outcome of the complaints procedure, you may wish to contact the Ofsted Early Years Complaints Helpline, on 0300 123 4666, or write to their Regional Office, www.ofsted.gov.uk/contactus.

22. F.I.S.H has a full range of policies and procedures for parents/carers to view at any time, these are always kept on site. Please make time to view these as signing the contract of agreement states that you are willing to abide by them.

23. The signatory on the Registration Form shall be liable for all non accidental breakages, damages caused by the named child on the form.

24. Children must be collected no later than time indicated on the booking forms or on your booking confirmation. CHILDREN COLLECTED AFTER THIS TIME WILL HAVE A PENALTY CHARGE OF £10.00 FOR EACH 15 MINUTES YOU ARE LATE UP TO 45 MINUTES AND £15.00 FOR EVERY 15 MINUTES AFTER THIS (Charges are at the discretion of the F.I.S.H Manager).

25. If your child is due to attend a session and for some reason cannot attend you must inform a member of staff as early as possible on one of the provided numbers.

26. These terms and conditions supersede any previous terms and conditions.


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booking policy - fish · feel that being flexible is a great advantage to parents that work shift...

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