Terms and Conditions
When you book with Sport Star there’s an agreement between us. That agreement is based upon our booking conditions and other information such as our Checklist and FAQs. No amounts of words are as effective as a good, open and honest relationship - that's what we want with you. Your expectations should be very high, and we’ll always aim to exceed them. If things go wrong for any reason we’ll work hard to put them right - quickly and effectively.
Payment confirms everyone on the booking form accepts these booking conditions. If payments are not made prior to your first booking we may cancel the booking. Bookings made must be paid in full at the time of booking unless paying via childcare vouchers or tax-free credits. There are no charges for debit cards. All card details are encrypted and stored with WorldPay who comply to the Data Protection process. Please allow up to 5-7 working days for childcare vouchers to reach us and use your Customer or Booking ID as a reference. If booking within 21 days of the booking start date of club you will be required to pay by a credit/debit card at the time of booking and then be reimbursed once we receive your vouchers. For reimbursement, vouchers must be received by the end of selected holidays.
Your invoice confirms what you have booked. Please check it, including dates, location and child details. Responsibility for all booking details lies with the person who made the booking. If your invoice is not what you expected please tell us within 2 working days, we’ll change it if we can, or refund you if we can’t. After 2 working days our normal cancellation and booking amendment terms will apply.
Our pricing policy generally works on the basis that the earlier you book the better the price. However, from time to time we may have a special offer that will make the price cheaper than you paid; in these circumstances, upon request, we will honour this new price for your booking.
We can change your dates within the same operating season, providing we have spaces and you request your change at least 10 working days before your child’s first day at Sport Star. Prices may have increased, however, you will only pay the rate that the week or day you want to move to was at when you made your original booking. If you have booked a full week you cannot move individual days to another week unless you upgrade all of your days to ‘Day Passes’ and pay the appropriate price.
Cancellations and Curtailment
Where the full balance has not yet been paid and part of a booking is cancelled, the deposit for this part will be retained and not used as part payment towards the remaining balance. If you are cancelling Early/Late Club from your booking, as long as notification is given more than 10 working days in advance of the booking start date, you will receive a refund for this. If you DO NOT inform us about your child's absence then you will NOT be refunded.
We may take photographs and video footage at Sport Star to use for training and promotional purposes. To exclude your child we must be informed either in writing or via your account before your child begins at Sport Star. Where possible, we will post photos to our social media platforms for parents to view, but please note we cannot guarantee your child will appear on these.
Health and Safety
In order to maintain appropriate standards of health and safety, children with certain medical or physical conditions or those who cannot demonstrate the required skill competence may not be allowed to participate in some activities. In such cases we will always provide alternative activities.
Your Child’s Information
At the time of booking full and accurate information about the child’s DOB, medical, physical or behavioural matters, or any other additional needs must be provided. Failure to do so may result in the child being excluded from certain activities. In some circumstances we may have to cancel the booking and no refund will be paid. On the first day at Sport Star each season a completed, signed and printed Essential Information form must be handed in directly to the Sport Star. Without this form, we cannot accept children onto Sport Star. All information given will be treated in complete confidence.
Sport Star staff have a duty to respond if they suspect a child may be suffering from or makes a disclosure about abuse. In this event staff will contact the relevant local authority and act on their advice.
Sport Star’s ratio of staff to children exceeds all statutory requirements (1:30). The actual ratio varies between activities, age groups and locations. Sport Star aims for a lower ratio than 1:30 the government requirer: taking the child's specific needs.
Liability and Personal Property
Sport Star does not accept liability for personal injury or the death of any person unless directly caused by the proven negligence of the company or its servants, in this event our liability insurance provides cover of up to £10 million. Sport Star will not take responsibility for the loss or damage of any items of personal property brought onto the location. Our Checklist contains further information about what should/not be brought to Sport Star (inc mobile phones).
Sport Star reserves the right to exclude any child for any reason at its absolute discretion, including persistent late collection; we are only registered to have children on site until 6pm. No refund will be made for days missed and no compensation will be made for any other costs or losses incurred as a result.
Programme and Activities
From time to time we may need to amend our activities, services, dates and venues for reasons, within or outside our control. In these circumstances parents may choose to transfer to another Sport Star site and/or alternative dates as advertised at that time by Sport Star, subject to other conditions contained herein. Under no circumstances will there be a refund or compensation. Please note that not all activities appear on the timetable daily, therefore if you are booking individual days we cannot guarantee specific activities on particular days.
Policies and Procedures
Copies of Sport Star policies and procedures are held at each location and are available on request
Sport Star is committed to ensuring every child has such an amazing experience they can’t wait to come back. If you or your child are not entirely satisfied with the service we provide, then we want to be the first to know. If there’s a problem while your child is still at the club we can almost always resolve it. If we hear of a problem after a child has left club we will take great care to look into the matter, but cannot change the situation after the event, so please talk to the Manager promptly if you have any complaint. If your child is still at club and the problem persists please contact our Director. If the problem is still not resolved, please write to us within 10 days of your child’s last day with us. You can be assured that your complaint will be taken very seriously. In the unlikely event your complaint is still unresolved, you may wish to contact Ofsted on 0300 123 1231 or write to Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD.
Refunds and compensation will only be made if Sport Star is proven to have been in breach of these terms and conditions, and it is proven further that they were not capable of remedying that breach and as a result the child was withdrawn from the club. Please note: verbal abuse of office or club staff will not be tolerated and bookings cancelled with immediate effect.
If Sport Star is forced to close due to an external factor beyond its control such as bad weather, infectious or contagious disease outbreak, power cut, boiler breakdown, Teacher Strikes or other industrial action, by order of Local Authority or Environmental Health, customers will still be liable for fees incurred during the entire period of closure.
Sport Star ensures that all staff and children attending services are treated with the same respect during all activities, with the use of effective behaviour management strategies to promote the welfare & enjoyment of all children attending.
Sport Star expects its staff and children to be free from bullying harassment and aggressive behaviour and will not tolerate such behaviour from children attending the services or from their parents/legal guardians.
Sport Star will work in partnership with parents, schools and children with the aim to manage behaviour using clear, consistent & positive strategies. Our staff will use encouraging positive behaviour as well as providing clear guidance for managing poor behaviour and maintaining the safety and welfare of children and staff
Sport Star has a responsibility for ensuring the well-being and safety of all children in its care and have approved procedures for managing behaviour. The company follows a zero-tolerance policy on discrimination, bullying and persistent poor behaviour of any kind.
On rare occasions, and in more serious cases, Sport Star reserves the right to ask parents/legal guardians to remove children from its services.
In the event of unacceptable behaviour by parents/legal guardian Sport Star reserves the right to terminate any current bookings and close the customer account.
In these events, no refund will be made for any remaining days booked, and any costs associated with the exclusion of the child, or the termination of the account including transport home, will be the responsibility of the parents/legal guardian.