Terms & conditions of booking
When you book with House of Fun, these Terms and Conditions and our Policies and Procedures define the agreement between us, and let you know what to expect from House of Fun and what we expect from you.
If you have any questions about our Terms and Conditions, please email us at bookings@house-of-fun.co.uk
1. Bookings
A booking is confirmed when we receive the appropriate payment and/or Childcare Vouchers and receipt of these constitutes acceptance of these terms and conditions. Bookings made online will be confirmed by email and once confirmed are subject to a 14 day ‘cooling off’ period. A booking cancelled within 14 days of the date booked (and before the date the booking is to take place) will be refunded in full. Once a booking has been made and the 14 day ‘cooling off’ period has passed, the booking can be cancelled with a full refund up to 8 weeks before the date of the booking. After that, 35% of the fee is retained in the event of a cancellation not fewer than 14 days before the holiday camp begins. After that time, no refund can be made.*
*In the event of House of Fun needing to cancel camp for any reason, a full refund will be made. If you have paid by Childcare Vouchers, they will be credited to your account to use for future bookings.
2. Payments
House of Fun accepts payment by credit/debit card and Childcare Vouchers (at selected sites). We do not accept payment by cash, cheque, American Express or PayPal. All bookings must be paid in full within 7 days of making your booking. In the unlikely event that you have payments outstanding after your child has attended a holiday camp, these may be passed to a debt recovery agency.
3. Paying with Childcare Vouchers
House of Fun accepts all Childcare Vouchers (CCVs) as a form of payment for bookings at selected sites. Your booking will not be confirmed until we receive and process your CCVs. Please refer to our Information for Parents page to view the full payment process for your Childcare Voucher provider.
4. Changing your booking
If you give us 14 days or more notice, you can change your dates within the same holiday camp, subject to availability, free of charge. If you give us fewer than 14 days’ notice we will endeavour to change your dates, but cannot guarantee it.
5. Cancellations
Bookings made online are subject to a 14 day ‘cooling off’ period. A booking cancelled within 14 days of the date booked (and before the date the booking is due to take place) will be refunded in full. Once a booking has been made and the 14 day ‘cooling off’ period has passed, the booking can be cancelled with a full refund up to 8 weeks before the date of the booking. After that, 35% of the fee is retained in the event of a cancellation not fewer than 14 days before the holiday camp begins. After that time, no refund can be made.* We regret that in the case of a booking paid for using Childcare Vouchers, the vouchers cannot be refunded as cash but can be used towards a new House of Fun booking.
*In the event of House of Fun needing to cancel camp for any reason, a full refund will be made. If you have paid by Childcare Vouchers, they will be credited to your account to use for future bookings.
6. Your child’s information
It is the responsibility of the person making the booking to ensure that all details provided are accurate, in particular full information about each child, including medical and other special educational needs, and emergency contact information. If we do not have all this information before a holiday camp starts, your child will not be allowed to attend.
7. Special requirements
At House of Fun, we believe in creating an inclusive and enriching environment for all children and young people. All our activities are designed to welcome and support children and young people of all abilities, ensuring a space where everyone can thrive and flourish. We celebrate the unique strengths and perspectives that neurodiversity brings, fostering a sense of belonging and understanding among our community.
House of Fun recognises that the needs of individual children vary, and will endeavour to accommodate children with specific needs and/or medical conditions within our camps and clubs. It is our policy not to exclude any child due to specific needs and/or medical conditions wherever possible.
It is the responsibility of the parent/carer to inform us of any medical conditions and special educational needs or disabilities, whether booking online or over the phone, so we can discuss how best to accommodate the child, and consider whether any reasonable adjustments can be made to ensure they are able to fully participate and enjoy the activities on our camps and clubs within the staffing ratios provided for their age group. The needs of each child vary so decisions are made on a case-by-case basis and depend upon the level of support each individual child may require.
We are not able to provide additional staff to support a child above the standard Ofsted ratios of 1:30 adult to child, irrespective of any specific needs or medical conditions. Where we feel that a child is not coping within these ratios, we reserve the right to ask the parent/carer to come and collect their child. No refund will be available.
Where a child does require 1:1 support, we are happy to accommodate a child with specific needs on a paid trial basis and reserve the right to review further bookings. House of Fun may permit parents/carers to support their child in settling into their first session, providing the House of Fun safer recruitment standards are met.
In addition, there may be specific 1:1 funding available from local authority/charity organisations that enable a child to attend our camps/clubs. If you would like support to apply for this funding, please contact us at bookings@house-of-fun.co.uk to discuss.
8. Illness and First Aid
House of Fun 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. House of Fun will only administer medication if it has been prescribed by a doctor or other health professional, and the necessary Administering Medication paperwork has been completed - please speak to the Team Manager or Instructor at the beginning of the camp or club if this is required for your child.
In the event of an accident, first aid will be administered to children in our care, and the emergency services will be called if necessary.
Essential prescribed medication including Epipens must be handed in to the Team Manager or Instructor for safe-keeping. All House of Fun First Aid policies are in line with current guidelines.
In the event that your child has to be collected before the end of the day due to illness or injury, no refund for unused time will be available.
9. Child exclusion
House of Fun has a responsibility for ensuring the well-being and safety of all children in our care and have approved procedures for managing behaviour.
House of Fun follows a zero tolerance policy on discrimination, bullying and persistent poor behaviour of any kind, irrespective of any additional needs.
On rare occasions, and in more serious cases, we reserve the right to ask parents to remove children from a holiday camp or club either for the remainder of the day (part exclusion), or for the rest of the camp (full exclusion). No refund will be made for any remaining days booked, and any costs associated with the exclusion will be the parents’/carers’ responsibility. We reserve the right to exclude a child at any time prior to or during a session due to illness. The parent/carer will be expected to come and collect their child.
10. Late pick-up
All children must be collected promptly at the end of each session.
If for any reason you are unable to collect on time, we ask that you call the Team Manager or Instructor as soon as possible. A member of staff will wait with your child until they are collected.
You will be charged a late pick-up fee of £20 for every 15 minutes after the end of the session to cover the additional staffing cost. If we have no contact from a parent/guardian within 30 minutes from the end of session, we will contact Social Services to advise them we have an uncollected child. We reserve the right to refuse future bookings from parents who continually pick up late.
11. Notice of absence
If a child is not attending a scheduled day on one of our camps or clubs, parents/carers must telephone the Team Manager or Instructor to allow us to update our records.
12. Off-site activities
At some holiday camps and clubs we may offer optional extra excursions and activities. All our usual standards of care and supervision apply.
13. Programme and activities
From time to time, we may need to change venues, dates, activities or camps for reasons within or outside our control.
Activity programmes are subject to change in the event of unsuitable weather or other circumstances beyond our control. Timetables displayed at our holiday camps and clubs are a guide and are subject to change. Specific extra activities such as swimming (where available) are scheduled in as much as possible, however, if you are booking individual days, we cannot guarantee these activities will fall on those particular days.
In exceptional circumstances we may have to cancel particular dates at a venue, and in this event, we will try to give those booked onto the programme at least 14 days’ notice and will offer a suitable alternative if one is available, or refund all monies paid for the dates cancelled, if preferred. Please note that we are unable to refund Childcare Vouchers so these bookings would have to be postponed to a later holiday camp.
14. Personal property
All your child’s personal property is your responsibility and House of Fun cannot be held responsible for the loss or damage to any child’s property, howsoever caused, which may occur whilst they are attending one of our holiday camps. If you believe that your child has left an item at one of our camps, please contact bookings@house-of-fun.co.uk, who will do their best to assist you. Lost property will remain on site until the last day of the camp and should be collected before the last day. Unclaimed lost property will be kept until the end of the holiday camp or club and then donated to charity. We are unable to return any items to you from any of our sites.
15. Mobile phones and electronic devices
All mobile phones and electrical devices are prohibited for children on our holiday camps and clubs, except when previously agreed with the Team Manager or Instructor by a parent/carer. If found, children will be asked to place the device in the Team Manager/Instructor’s box which will be locked and secured at all times. The device will be returned to the authorised parent/carer at the end of the day.
16. Insurance
All children in our care are covered by our Public Liability Insurance.
17. Photography / Filming
Please be aware that House of Fun uses photos and videos to capture all the fun for our website, social media galleries, promotional materials and for local press. If parents/carers would not like their child included in this, they must let the Team Manager or Instructor know as soon as possible.
18. Parent feedback / Complaints
If you have concerns or suggestions, please tell us; we value your feedback and use it to develop and improve our services.
If you have a concern regarding one of our holiday camps/clubs, this should be raised with your child’s Team Manager, who will follow the procedures set out in our Complaints Policy (on display at all our sites). In the unlikely event that your complaint cannot be resolved, you may wish to contact Ofsted on 0300 123 1231.
19. Safeguarding
As set out in our Safeguarding Policy, House of Fun has legal obligations in relation to safeguarding and any suggestion of child abuse or neglect will be investigated and reported to the relevant local authorities and agencies.
20. Policies and procedures
All essential policies we are required to have in accordance with our Ofsted registration can be found on the Essential Policies page of our website. For copies of any of our policies and procedures, please email bookings@house-of-fun.co.uk.
21. Data protection
House of Fun is registered as a Data Controller under GDPR regulations (ICO registration reference: ZA380221). At House of Fun, we respect the privacy of the children attending our activities and the privacy of their parents/carers. The personal information that we collect about you and your child is used only to provide appropriate care for them, maintain our service to you, and communicate with you effectively. By signing up to our bookings system you are consenting to receiving information from us. As a Data Controller, our legal basis for organising and processing the personal information relating to you and your child is so that we can fulfil our contract with you, and provide your child with a safe and enjoyable experience. Please see our Privacy Policy. If you would like to discuss this further, please email bookings@house-of-fun.co.uk.