SuperStars Booking Terms & Conditions:

Thinking of booking onto one of our SuperStars Holiday Courses? Please take a few minutes to read through our Terms and Conditions below along with our Policies and Procedures documentation.

If you have any questions or queries about our T&Cs, please don’t hesitate to contact our team on 0345 241 3682 or admin@super-stars.org.uk.

  1. Bookings

Bookings made online or by telephone will be confirmed via email. The email will detail the booked days, costings, school address and information related to the course. Booking will be confirmed immediately after payment has been received and upon acceptance of our T&Cs.

  1. Payments

SuperStars accepts payment by credit or debit card when booked online & by cash or cheque when paid on the door. A 10% increase will apply to all walk on payments on the door. Bookings must be paid in full at the time of booking. We accept the following credit and debit card payments: MasterCard, Visa Debit, Visa Delta, Visa Connect, Visa, Switch and Solo. When you use your debit or credit card to pay you confirm that the card you use is yours. All credit and debit card transactions are subject to validation checks and authorisation by the card issuer and we are not obliged to inform you of the reason if your card is refused. We are not responsible for any charges your card issuer or bank make when we process your payment in accordance with your instruction.

  1. Changing your booking

You are able to change your booking, free of charge, up to 1 week before the SuperStars Holiday Course begins, subject to availability. If you have booked a full week, you must move the full week booking, unless you are happy to pay the difference to split the extra cost across the separate weeks.

  1. Cancellations

If you cancel your booking within 7 days of payment you will be entitled to a full refund. Once this period has passed SuperStars will provide a credit of 50% of the full price. The credit will be applied to your SuperStars account and can be used towards any future Holiday Courses.

In the unlikely event that SuperStars must cancel a course, for any reason, we will make every effort to find you a suitable alternative venue. If there is no alternative venue available or you do not wish to send your child to an alternative venue, we will refund your booking in full.

  1. Your child’s information

It is your responsibility to ensure all details provided on our booking form are correct and up to date. In particular full information about the child, medical information, welfare information and emergency contact details. If SuperStars does not receive this information in full you will be asked on the door to provide any missing details. Without emergency contact information your child will not be permitted to stay on the course. 

  1. Special requirements

SuperStars recognises that the needs of each child can vary greatly. We will always endeavour to accommodate children with specific needs and/or medical conditions. It is the responsibility of the parent/carer to inform SuperStars of any medical conditions and special educational needs or disabilities, whether booking online or over the phone, so that we can discuss how to best accommodate the child on our courses. The needs of each child can vary greatly so decisions will be made on a case by case basis. Where a child requires 1-to-1 support, SuperStars permits parents/carers to attend camp to support their child. SuperStars do not supply 1-to-1 support. SuperStars are happy to accommodate children with specific needs on a trail morning and reserve the right to review further bookings.

  1. Illness & First Aid

SuperStars requires that all children who are ill or infectious be kept home for the full duration of their ailment and for 48 hours after the last symptom occurs. In the event of an accident, first aid will be administered to the children in our care. An incident form will be filled out detailing the accident and will be signed off with the parent/carer upon collection at the end of the session. Emergency services will be called if necessary.

Essential prescribed medication such as EpiPen’s and Inhalers must be handed labelled and to the Head Coach upon arrival with clear instruction. All SuperStars coaches are trained in basic first aid before working on the courses.

  1. Lunch

Please send your child in with a packed lunch as we are unable to provide one. This includes Mini-stars as we break for lunch at 12.00pm. We recommend that all children bring their own water bottle. 

  1. Child Exclusion

SuperStars reserves the right to exclude/suspend or refuse a child without notice, if we consider that their presence compromises the well-being and safety of the child themselves or the other children on the course. SuperStars operates on a zero-tolerance policy with discrimination, bullying and persistent poor behaviour, irrespective of any special needs. On rare occasions SuperStars reserves the right to ask parents to remove children for either the remainder of the day or for the entirety of the remaining booking. No refund will be made. SuperStars reserves the right to review future bookings regarding an excluded child.

  1. Drop Off

Morning drop off is any time between 8:45am and 9:30am, unless otherwise stated at the time of booking. If you are happy for your child to arrive and leave unattended, we will need confirmation of this in writing. The course starts promptly at 9:30am when the venue is locked and secured until pick up. If you are running late to drop off, please contact the Head Coach or Office team on 03452413682 to ensure the doors are open for your arrival.

  1. Late Pick-up

Pick up time is 1:00pm for MiniStars (4 years) & 3:30pm for SuperStars (5+ years), unless otherwise stated at the time of booking. The venues are often opened and closed by the school care-taker therefore SuperStars must stress that late pick ups are unacceptable. SuperStars has built a strong relationship with the schools we work in and must abide by the strict timings and regulations set by our partnered schools. You will be charged a late pick-up fee of £10 for every 15 minutes after 3:30pm to cover additional staffing charges. Two members of staff will wait with your child until they are collected. If we have no contact from the parent/carer by 4:00pm we will contact Social Services to advise them, we have an uncollected child. SuperStars reserves the right to refuse future bookings from customers who repeatedly pick-up late.

  1. Notice of absence

If a child is not attending a scheduled day on the Holiday Course, we kindly ask parents/carers to contact the Head Coach or SuperStars Office to allow us to update our course records.

  1. Personal Property

All of your child’s personal property is your responsibility. SuperStars is not liable for any lost or damaged property while on the course. If you believe that your child has left an item on the Holiday Course, please contact the Head Coach or SuperStars Office team and we will try our utmost to assist you. Lost property will remain at the venue until the completion of the course, please arrange to pick up any lost property before the end of the final day. Unclaimed property will be taken back to the SuperStars office and donated to charity. Please note we are unable to return any items from the office. 

  1. Mobile Phones

All mobile phones and electrical devices are prohibited on camp, excluding the Head Coach in case of emergencies. If found, children will be asked to secure their device in their bag or hand it over to the Head Coach until the end of the day. 

  1. Insurance

All children in our care are covered by our Public Liability Insurance.

  1. Photography / Filming

Please be aware that SuperStars occasionally takes photographs and video footage of the courses for social media and marketing reasons. You are asked at the time of booking if you are happy for your child to be photographed. If you have opted out, we will ensure no photos or footage of your child will be taken.

  1. Safeguarding

SuperStars has legal obligations in relation to safeguarding, and any suggestion of neglect or child abuse will be investigated and reported accordingly to Social Services and any relevant local authorities.

  1. Data Protection

SuperStars is registered as a Data Controller under the Data Protection Act 1998 (GDPR from 25th May 2018). To process your booking, we need to collect personal details about you and your children. We will treat all information as strictly confidential and keep it secure, complying with all relevant UK legislation. We will use your email address and telephone number to contact you with information that relates to any bookings that you make and any information that we might need that relates to the welfare of your child. 

We would also like to use some of your details to tell you about our products and services, we will ask for your consent during the registration / booking process.  You may unsubscribe at any time.

  1. Policies and procedures

Our Policies and Procedures will be on display at the Holiday Course Venue, they can also be found on our website. If you would like a copy of our full policies and procedures documentation, please email our office team: admin@super-stars.org.uk and we can email a copy to you.

  1. Parent Feedback / Complaints

If you have any suggestions, feedback or concerns please contact our office team on 0345 241 3682 or admin@super-stars.org.uk. We strive to deliver the best possible service from top quality courses, child enjoyment and child safety. We appreciate all calls and emails and will use all feedback to continually improve our Holiday Courses. If you have a concern regarding the course, please speak with your Head Coach. If you feel you are unable to resolve the issue, please contact our office team.

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