When you book with Ultimate Activity Camps, we want you to be completely satisfied with the service we offer from the moment you book to when you collect your child after their Camp experience.  Below are the booking terms and conditions which let you know what to expect from Ultimate Activity Camps and what we expect from you.  We will always try to do the best by your child, make sure they are safe and conduct ourselves with integrity and honesty. 

If you have any questions about our Terms and Conditions, please call our Customer Support team on 0330 111 7077 (charged at standard local rate).

Definitions

Ultimate Activity Camps will be referred to as ‘UAC’.

'Season' refers to school holiday periods - i.e. Summer, Easter, October half term.

Purchaser is the person making the booking which may or may not be the parent.

Booking

Bookings placed online and over the telephone will be confirmed by email.  We only post confirmation where the purchaser does not have an email account.  Full payment or childcare vouchers constitute acceptance of these booking terms and conditions. Please check the booking confirmation email carefully to ensure the dates, location and details are correct and as expected - please inform us as soon as possible with any discrepancies and at least 14 days before Camp starts.

Payment

UAC accepts payment by credit card, debit card and childcare vouchers - or a mix of these. A booking is only confirmed once we’ve received full payment or confirmation of childcare vouchers payment from your childcare voucher provider. Full and final payment for all bookings must be in our account before your first day on camp or before the end of the offer period. If full payment has not been received by this deadline, the booking may be canceled. Please get in contact with us if there is a problem with meeting payment deadlines.

Bookings that qualify for our ‘Early Booking’ rate or any other promotional offers, need to be paid in full at the time of booking, by credit/debit card, childcare vouchers or a mix of both. If choosing to pay using childcare vouchers, your childcare voucher funds must clear in the UAC bank account prior to the promotion deadline. We recommend allowing at least 5 working days for your childcare voucher provider to process the payment to the UAC account, to ensure we receive the funds in time. We may ask for a card payment if it is too close to your day on camp, then we can refund your card once childcare voucher payment has been received. For more details on paying by childcare vouchers click here or contact us at help@ultimateactivity.co.uk

Cancellations

You can cancel a booking up to 14 days before the first date of your booking - we will refund all monies paid minus 35% of the cost of the dates that you wish to cancel. If cancellation is less than 14 days before the first date of the booking, because we have grouped children and committed to staff, unfortunately we are unable to refund any monies. Cancellations due to illness/ injury will be refunded if you have taken our optional Ultimate Protection Plan - click here for more details. Changes or cancellations made on the day your child is due to attend cannot be refunded or moved to another date.

If you have booked multiple children or weeks you may have received an additional discount for this at the time of booking.  If you then cancel one or more of the children or weeks, you may no longer qualify for the additional discount - the price for the remaining booking will be adjusted to the normal booking rate at the time of cancellation.  

Due to unforeseen circumstances, we may have to cancel some dates but we will try to give as much notice as possible and offer alternative options if available and refund or credit all monies paid for the dates cancelled. If you book last-minute online and your child(ren) has additional needs that may need 1 to 1 support, we reserve the right to refuse entry to camp if we do not have the appropriate staff available to safely look after your child(ren). If you have any questions about this, please contact our friendly team 

Changes to your booking

We know plans change, so you can change booking dates for free any time up to 14 days before the date you would like to change - as long as it’s within the same school holiday period (i.e. Easter) and there is availability. Changes made less than 14 days prior to the date you would like to change will incur a £10 administration fee - please note changes can not be made to bookings happening within 24 hours. All changes to bookings can be made online via the ‘My Account’ section of your account, or via our Customer Support Team on the telephone.  Unfortunately, a phone message/ voicemail does not constitute confirmation of your requested date change. If you’ve booked a full week then we can only move the booking as a full week, not split across multiple weeks, unless you are happy to pay the extra cost to split a whole week into days.  Please call our Customer Services team on 0330 111 7077 (charged at standard local rate) to request date changes.

Credit

UAC may at their discretion issue credit in the form of a day to use on camp, or by holding the balance of an excess payment to use against a future booking.  ‘Credit’ will remain valid for a period of 12 months and can be redeemed by calling our friendly Customer Support Team on 0330 111 7077 or by emailing us at help@ultimateactivity.co.uk. 

The use of credit is subject to our usual booking terms and availability.

Credit is registered to the original booking customer and is non-transferrable.

When you redeem a credit day, we will discount your booking for the amount of one day, for one child at the time of booking.  Credit days can only be redeemed in this way and no cash alternative will be offered.

Where we hold credit as a cash amount, this can be used in full or part payment for a booking.  These funds can be refunded to you upon request during the 12 month validity. 

We will remind you via email to use your credit through the year, and when the validity period ends, credit cannot be refunded or applied to a booking.

Ultimate Protection Plan (UPP)

UAC offer optional Ultimate Protection Plan which means we will refund you for any day(s) missed due to illness or injury, or allocate your child to new dates in the season if they’re available.  We cannot offer refunds for missed days due to child illness unless you take the optional Ultimate Protection Plan (UPP). The refund will not include the cost of the UPP option. UPP must be taken at the time of booking or at least 14 days before the first date of your Camp booking. In the event of a claim for illness greater than 2 days, all we need is a doctor’s note within 14 days of the illness date. If you wish to take out the UPP, you will need to purchase the same quantity of UPP's as child days booked, for each child- i.e 4 days of camp requires 4 UPP's. 

Insurance and Liability

All children under UAC’s care are covered by Public Liability Insurance up to £5million.

Ultimate Guarantee

We are so confident that children coming on Camp for the first time will have an amazing time that we offer our free Ultimate Guarantee. We want children to leave our Camps happy and inspired, but if your child is unhappy with an aspect of the delivery of our camp after their first day, let us know and we’ll do everything in our power to make sure the second day is great.  If it’s not, we’ll give you a full refund for the remaining days. 

Special Requirements

UAC acknowledges children have diverse needs and we will endeavour to accommodate those with specific needs and/or medical conditions in our camps. As each child’s need is different, discussions around how we can best accommodate individual children on camp will take place on a case-by-case basis.

Parents/ Carers are responsible for informing us about any medical conditions, special educational needs, or disabilities during the booking process. Our Customer Support Team or SENCO will follow up with the parent/carer to discuss the best ways to accommodate their child and explore whether any reasonable adjustments are needed to ensure their child’s safe participation and enjoyment during activities within our normal staffing ratios for their age group.

Our normal staffing ratios are as follows:

• 1:8 – 4 & 5 Year Olds

• 1:14 – 6 – 7-Year-Olds

• 1:16 – 8 – 14-Year-Olds

If your child has an Educational Health Care Plan (EHCP) you must notify us at the point of booking. For children who require additional support / 1:1 on camp UAC are happy to allow a child’s term time carer/support worker to attend subject to UAC receiving all relevant safer recruitment checks including reference checks and an enhanced DBS check for this individual. UAC must receive the support worker/carer's details at least 14 days prior to the child's first day on camp to allow enough time to try to ensure all relevant checks are in place. For the safety of all children on camp, we withhold the right to refuse a child entry to camp if their support worker's vetting checks are not all in place. Please note, within our normal staffing ratios, we cannot provide for children requiring assistance with intimate or personal care for toileting.

If your child requires additional support and the parent/caregiver is unable to arrange this then, provided we are given 6 weeks’ notice in advance of the booking, we can support by endeavouring to source a suitable member of staff on the parent’s behalf. See UAC’s SEND Policy and SEND Supporting Document for more information.

The health, safety, and well-being of all children on camp is of utmost importance to us and so if we cannot successfully meet the needs of the child(ren), we reserve the right to cancel the booking. If you book last-minute online and your child(ren) has additional needs that may require additional support outside of our standard staffing ratios, we reserve the right to decline to accept/cancel a booking / refuse entry to camp or exclude any child at any time if we do not have the appropriate staff available to safely look after them. This may include if a child presents with an SEND need that was not disclosed before arrival on camp.

If you have any questions about this, please contact our friendly team.

Illness and First Aid

It is the purchaser’s responsibility to inform UAC at the time of booking of any pre-existing medical, physical or behavioural conditions, or medication requirements, so that we can make provision for the child’s specific needs on Camp. If this information is not provided we reserve the right to exclude the child from some or all activities. 

If a child is deemed too ill by the Camp Manager upon arrival to Camp, we reserve the right to refuse participation on Camp until the child has been symptom free for at least 24 hours. If a child requires medication, our staff can only administer medication if it is specifically prescribed for that child, by a health professional. Please note all prescribed medication must be in date.

Appropriate First Aid will be administered to children in the event of an accident while under UAC’s care.  If the accident is more serious, we may need to call the emergency services and will immediately inform parents.  We have comprehensive procedures for major accidents that all Camp staff are trained in.

Changes to Camp Availability or Facilities

Information given on the website and in printed materials are correct at the time of publishing and printing.  We may need to change dates, location or activity options due to unforeseen circumstances (or adverse weather), but we will inform you as soon as possible.  Not every activity featured on our website or printed material is available at every location - please check location pages on the website for activities available at each location.  Occasionally swimming may become unavailable due to equipment or safety reasons and in this situation no credits or refunds will be given for missed swimming.

Photography and Video

On occasion, Ultimate Activity Camps may employ the services of a suitable and DBS cleared photographer to take marketing pictures on camp. These photos may be used in our marketing materials including for brochures, flyers, website and occasionally our social media. For your child's protection, we will never include the names of children alongside photos. Where we are taking photos of children on Camp for marketing purposes, we will ask for parent permission at sign-in on the day we are taking photos.

Child Exclusion

UAC reserves the right to exclude any child for any reason, including but not limited to inappropriate parent or child behaviour, illness, bullying and repeated late collection. For international children attending Ultimate Activity Camps, we require a reasonable level of spoken English to ensure children can understand safety and activity instructions - we reserve the right to exclude a child if their English comprehension is such that it may affect the safety of the child or other children on Camp. Refunds will not be offered for remaining days when a child is excluded.  No refund will be made for days missed and no compensation will be made for any other costs or losses incurred as a result. 

Feedback

We want to give your children the most amazing Camp experience possible, and give you peace of mind that you have chosen the best Camp for your child.  If you are not entirely satisfied with our service, please let us know as soon as possible so we have the opportunity to resolve it right away.  Let your Camp Manager know as soon as possible if you have any complaints or concerns, or call our Customer Support team on 0330 111 7077 (charged at standard local rate). We will do everything we reasonably can to put wrongs right.

Details on how to get in touch with Ofsted (our regulator), can be found on camp. 

Policies and Procedures

For our full policies and procedures document, please email our Customer Services team at help@ultimateactivity.co.uk.

Data Protection

We are registered under the Data Protection Act and will treat all your, and your child’s, Personal Information as confidential. We will keep it secure and we will fully comply with all applicable UK Data Protection Act and consumer legislation. We may use your information to tell you about other products or services that Ultimate Activity Camps, or it's associated programmes offer.  We will never sell your data to third parties. We may use third parties (such as email service providers or other organisations within Dukes Education) to process your data but strictly within the UK Data Protection Act. Once your booking has been provided, you may unsubscribe from our database at any time. Please see our Privacy Policy for full details.

Please be aware that all staff at Ultimate Activity Camps have a legal duty to respond if we suspect a child may may be suffering a form of abuse, or if a child discloses information to us. We take this responsibility very seriously and expect all of our staff to be vigilant for the signs of abuse. Ultimate Activity Camps train all staff in spotting the signs of abuse and the procedures to take in the case of a disclosure.

Ultimate Activity Camps and it's associated programmes are owned and operated by The Ultimate Activity Company Limited which is part of Dukes Education Group Limited.

Ultimate Activity Camps

Compass House, 1 Farmoor Court

Farmoor,

Oxford

OX2 9LU

• Company registration name: The Ultimate Activity Company Limited 
• Registration address: Dukes House, 58 Buckingham Gate, London, SW1E 6AJ
• Company registration number: 08202884