Parent Terms and Conditions
Bookings and Payments:
All parents are able to book ClubsComplete™ via our purpose-built system ‘MyClub’ and check out using PonchoPay – PonchoPay accepts all major debit and credit cards (excluding AMEX) and childcare vouchers, and Tax Free Childcare Accounts. Once you have made a booking, you can amend or cancel it within 24 hours, at which point a credit for the session will automatically be applied to your account. After 24 hours have passed from the time of booking, you must provide 4 weeks’ notice in order to receive a credit for the sessions. To request this, please email creditcontrol@clubscomplete.co.uk, and your credit will be allocated to your account free of charge for 2 sessions or fewer. If you need to cancel more than 2 sessions, you can still receive a credit if there are 4 weeks before the club starts. However, a £5 administration fee will apply to cancel multiple sessions. If there are fewer than 4 weeks between the cancellation and the date of the session, the cancellation will not be eligible for credit. Should you become dissatisfied with the service at any time, please refer to our complaints and refunds policy.
Time Limits for Bookings:
You can book any club up to three hours before it starts. At the three-hour cut-off point, the website will automatically prevent further bookings so that we can allocate sufficient staff-to-children ratios. If it is an emergency and you require childcare, you may call the office to check if spaces are still available, but a £5 administration fee will be charged to make the last-minute booking for you, as it is a time-consuming process to log in and override the system.
If you prefer to call our office instead of booking through your online account, we can take your booking; however, all transactions will be subject to a £5 administration charge.
If your circumstances change or your child is unwell, we kindly ask that you log into your account and cancel their space. This will ensure our staff are aware not to expect them and will notify the school, preventing your child from being taken to the club area by their teacher or club leader. It will also ensure your child is ready for pick-up at home time, avoiding any delays. Unfortunately, no credit or refund will be given in this circumstance, as we must allocate staff and purchase food and equipment ahead of time, incurring costs that have already been made.
If your child has dietary requirements or allergies and is attending a catered club, you must book these clubs at least 1 week in advance so that we can provide suitable alternatives (food shopping is ordered from central suppliers 1 week prior). If you are unable to book by this time, your child may still attend, but you must provide food for them.
If your child has Special Educational Needs (SEN), medical, or behavioural needs, please call or email our office to let us know you are considering booking a trial session. This will allow us to assess whether the setting can cater to your child’s needs, taking into account factors such as staff ratios, behaviour of other children attending, and the layout and facilities provided by the school. We will then inform you if the club can accommodate your child’s needs after they attend a one-off session. If you do not inform us about your child’s specific needs, particularly if they receive extra support during the school day, it is possible that your child may not be able to attend the club, and you may be asked to collect them from school. In this rare instance, we will reimburse any charges for the sessions.
Parents must facilitate the sharing of any care plans if children with SEN are accepted to attend a club. As mentioned earlier, children with additional needs are welcome to attend a trial session to see if our staff can cater to their needs without disrupting the delivery of the core activity, provided that a consultation with the parent or school SENDCO is arranged and a copy of the care plan is shared with us. Unfortunately, we cannot guarantee that all children with additional needs can attend our clubs, depending on the factors mentioned above. If a child attends and we are unable to meet their needs without additional support, the parent and school will be advised immediately and offered three options: to attend with a parent/carer, privately fund an extra staff member to support their child, or apply for local authority inclusion funding if available in the area. If a child receives 1:1 support during the school day, it is highly unlikely we will be able to cater to their needs, and we cannot be held responsible for providing 1:1 support due to financial constraints.
Please note: If your child is not booked onto the club and turns up, and you are unable to pick them up, they will only be accepted if we have appropriate staffing ratios to allow their attendance, and if they have previously attended, so that we have their details on file for Ofsted purposes. You will then be invoiced for the club, and the invoice will be due the same day. This invoice will also include a £5 administration fee.
Communication:
ClubsComplete staff must be treated with respect and dignity at all times, in line with the provisions of UK Employment Law 2025. Harassment, bullying, or any form of disrespectful behaviour towards our staff will not be tolerated under any circumstances. We are committed to maintaining a safe and supportive working environment where all employees are valued and treated fairly and we take proactive steps to prevent any potential incidents of harassment. Any incidents of harassment, whether verbal, physical, or otherwise, will be taken seriously and addressed promptly in accordance with company policies and legal obligations. This includes but is not limited to speaking aggressively or with an inappropriate tone, negative or patronising body language, inappropriate or abusive language, visual harassment such as eye-rolling, tutting, or treating staff condescending, and all forms of physical and sexual harassment. We expect all parents, children, and visitors to adhere to these standards of behaviour to ensure a positive and respectful environment for everyone. Should any parent or carer or named person picking up a child treat our staff outside of these guidelines we refuse the right to refuse future use of the clubs and cannot guarantee a refund for these services.