Reviewed: February 2022
This policy governs the scheduling and cancellations policy relating to our services, including regular sports sessions, activities and events, referred to as “sessions” from herein except where explicitly designated otherwise. We want to ensure that all of our staff and customers are safe and have the most fun at our sessions and from time to time, to ensure this is possible, we must reschedule, cancel or introduce new sessions.
Purpose & Scope
This policy applies to all of our sessions and is intended to describe the processes involved should changes be made to sessions, including cancellations and rescheduling or introducing new sessions. Some sessions may have individual terms and conditions attached and it is the customer’s responsibility to make themselves aware of these. This policy is a general policy and where specific session policies apply that conflict with this policy, the policy relating to the specific session will take precedence.
Scheduling
- We schedule our policies based on staff and venue availability. We try our best to ensure continuity and regularity of sessions, except for one-off events. This means we will try to schedule sessions at the same time, on the same day and at the same venue each week. Where this is not possible, customers will be notified at least 24 hours in advance except for where the venue is located within 3 miles of the original venue, in which case the notice period is reduced to one hour. If a customer commits to a regular session, they will be expected to make arrangements to be able to attend the sessions at varied times and dates and if they are unavailable, they must inform us that they’re not able to attend within 24 hours of the notice being provided to be eligible for a refund, for further information on refunds, please see our refund policy which can be found here.
- Sessions may be scheduled for a different date, time or venue on a permanent basis on the agreement of the majority of the regular attendees. Where a customer is unable to commit to the new schedule, they will be allowed to forfeit their commitment without penalty.
Rescheduling
- From time to time, sessions need to be rescheduled on a one-off basis, where this applies, customers will be eligible for a full refund for that session or a pro-rata refund if they pay their fees monthly, these refunds will be adjusted on their next bill. To be eligible for a refund, the customer must inform us within 24 hours of the notice of rescheduling that they are unable to attend. No reason needs to be provided. All other scheduling terms apply.
Cancellations
- In the unfortunate event that a session has to be cancelled, a full refund or pro-rata refund (as described above) will be provided. The exception to this is if it is a one-off event.
- Where a one-off event, such as Hunted, Festivals, Camps or similar events are cancelled, an alternative date or activity may be suggested, if these are unsuitable, the customer will then be eligible for a full refund. Customers must notify us within 24 hours of the cancellation notice of their intention to seek a full refund, failure to do so may result in forfeiture of their refund rights, please see our refund policy for more information. This does not affect your statutory rights.
Adverse Weather
- Where the weather conditions are so severe that there is an increased risk to health and safety, including storms or met office weather warnings, or advice to not travel, sessions are likely to be cancelled. In these instances, a full refund will be provided. It is up to session leads to use their discretion and risk assessments when considering poor weather and whether it is reasonable to cancel a session.
- Refunds will not be offered where a session is scheduled to go ahead as planned where a parent or participant decides not to attend claiming poor weather is the reason for their non-attendance.
- If the temperature is greater than 38 degrees celsius in the facility we are using to provide a service, the service may be cancelled subject to risk assessment. If the service is provided outdoors and the temperature is greater than 36 degrees celsius, the service will be cancelled.