Your booking administration
Q: What if my child is ill and cannot attend the camp?
Q: What if I want to change my booking?
Q: Can I move one or two of my days?
Q: What does the Customer Protection Plan cover?
Q: What if I don't take out your Customer Protection Plan?
Q: What are your booking conditions?
Q: What if my child is ill and cannot attend the camp? [back to top]
In the interests of our staff and other children on-site, we cannot accept children at camp if they are ill. Should your child miss days due to illness and you have taken the optional Barracudas Customer Protection Plan (CPP) these days can be made up later (subject to availability) or refunded under the terms of the Plan. If you choose not to take out the policy and your child misses days for whatever reason, these days cannot be taken at another time, and there will be no refund. This is because we will already have made provision for them attending camp on the original days, and incurred all of the usual costs associated with doing so. It is largely for this reason that we recommend you take out our CPP. Please inform us if your child has recently had an illness or condition in case they are still infectious. If a child requires medication while at camp, please supply it in a well-labelled container and sign a consent form.
Q: What if I want to change my booking? [back to top]
Responsibility for all booking details lies with the person who made the inital booking. Subject to availability at camp, we can make amendments quickly and simply over the telephone. We will need to charge you an administration fee of £10 if you require a written confirmation of your amendment, unless of course it is an addition to your booking for which you will receive a confirmation invoice in the usual way. There is normally no problem making a change to a booking more than seven days before your child is expected at camp - assuming there is availability both in terms of spaces and current cost of the booking. If you make a change to your existing booking within seven days of the child attending camp, an administration fee of £15 will be charged, as revised information will need to be sent to the camp.
Q: Can I move one or two of my days? [back to top]
Where possible we will make changes to your dates, subject to availability. If you have booked Day Passes, and there are still Day Passes available on the dates you want to move to, we are happy to move your days. If you have booked a full week or a Three-Day Pass, it is not possible to move any of the days into another week or allow another child to take the days unless you amend the booking to Day Passes. If you need to change your dates and the cost of the week you are moving to is different from the one you have already booked we will need to take account of this. If the new week is cheaper than the original week we will refund you the difference to move to the more expensive week. If you require a written confirmation of the changes you will incur an administration fee of £10.
Q: What does the Customer Protection Plan cover? [back to top]
Whilst our Customer Protection Plan (CPP) is optional, we strongly recommend you purchase this cover. For Easter bookings made before 29th February 2008 and Summer bookings made before 6th June 2008, CPP can be taken out up to 14 days from the date you made the booking. After these dates, CPP can only be added within 3 days of the booking confirmation date.
If you have taken out our Customer Protection Plan (CPP) you can cancel at any time up to the last working day before your child's first day at camp. You do not need to provide any justification or reason, and the only paperwork we require is your written confirmation of cancellation. You will simply be refunded in full less your CPP premium.
After your child has attended their first day at camp, regardless of the number of days/weeks booked, the CPP only covers you for illness or injury, which must be validated by a Doctors note. It does not cover cancellation of days/weeks due to any other reason. In the event that one child on the booking (who is covered by CPP) needs to cancel due to injury/illness, then you are also entitled to a refund for any other siblings on the booking, as long as they also have CPP.
You will be refunded in full less the days actually taken and the CPP Premium. We don't charge an administration fee in these circumstances, but some GP practices may charge you to issue a note.
And there's even more benefits . . .
If you take out Barracudas CPP, and have paid for an Intensive Course, which has to be cancelled due to bad weather you can claim reimbursement by speaking to the Camp Manager or our Central Office.
If you take out Barracudas CPP your child will have full liability cover for any damage, howsoever caused, to equipment at the camp.
Personal injury: In the unfortunate and very unlikely event that your child suffers an injury at camp, which is caused by Barracudas proven negligence, our liability insurance provides cover of up to £5 million.
Q: What if I don't take out your Customer Protection Plan [back to top]
The plan is entirely optional and if you don't want the protection for your child you should write "no" in the appropriate box on the booking form.
Special offer or discounted bookings without CPP
If you haven't taken out our CPP you may cancel for any reason up to 31st January 2008 for Easter bookings and 14th April 2008 for summer bookings. Cancellation before these dates will result in a loss of the deposit(s) paid. After the balance due dates you will not be refunded if you have to cancel or curtail your booking, although we will keep your place open in case your circumstances change or you can replace the cancelled child with another child of the same age.
Full price bookings without CPP
If you haven't taken out our CPP you may cancel for any reason up to 29th February 2008 for Easter bookings and 6th June 2008 for summer bookings. Cancellation before these dates will result in a loss of the deposit(s) paid. After the balance due dates you will not be refunded if you have to cancel or curtail your booking, although we will keep your place open in case your circumstances change or you can replace the cancelled child with another child of the same age.
Q: What are your booking conditions? [back to top]
When you make your booking with Barracudas a contract is formed between us. We are obliged to set out the conditions of that agreement below. However, no amount of words can be as effective as a good, open and honest relationship – that’s what we want to have with you. Your expectations of us should be very high, and we will always aim to meet and exceed them. If things should go wrong for any reason our staff will use their best judgement and work hard to put them right - quickly and effectively. We trust that all our customers will be reasonable, honest and fair, and you can be assured that we will be too.
1. Payment
Payment of the deposit will confirm acceptance of the booking conditions by everyone on the booking form.
2. Balance
Final payments for bookings are due on the following dates - Easter – 29th February 2008, Summer - 6th June 2008. If payment is not made by the due dates we may have to cancel the booking and charge a fee of 20% of the booking total. Please note, for bookings with discounts the due date may fall before these dates; these will always be stated on the offer details.
3. Cheques
Should your cheque be presented at the bank and returned unpaid we are charged a fee by the bank. We therefore have to make a charge to you of £10 on each occasion this happens. This will be added to your account.
4. Credit Card Payments
Credit card companies charge us to debit your card. Rather than have all our customers pay a bit more to cover these costs, we think it’s fairer to just charge those of you who pay by credit card. We therefore make a charge of 2% on all credit card payments. There is no charge on debit cards.
5. Confirmation
Your confirmation invoice details what we think you wanted to book. Please check it, including dates and location, and let us know within 14 days if we haven’t confirmed what you expected. We’ll change it if we can, or refund you in full if we can’t. After 14 days we’ll change it if we can, and if we can’t we’ll refund you less an administration fee of £25.
6. Cancellations & Customer Protection Plan
Cancellations must be made in writing.
For Easter bookings made before 29th February 2008 and Summer bookings made before 6th June 2008, Customer Protection Plan (CPP) can be taken out up to 14 days from the date you made the booking. After these dates, CPP can only be added within 3 days of the booking confirmation date.
(i) If you have taken out our Customer Protection Plan (CPP) you can cancel at any time up to the last working day before your child’s first day at camp. You do not need to provide any justification or reason. You will simply be refunded in full less your CPP premium. Cancellations under the terms of our Book One Get One Free offer may vary, please see point (iii).
(ii) After your child has attended their first day at camp, regardless of the number of days/weeks booked, the CPP only covers you for illness or injury, which must be validated by a Doctors note. It does not cover cancellation of days/weeks due to any other reason. In the event that one child on the booking, (who is covered by CPP) needs to cancel due to illness/injury, then you are also entitled to a refund for any other siblings on the booking, as long as they also have CPP. You will be refunded in full less the days actually taken and the CPP Premium. We do not charge an administration fee in these circumstances, but some GP practices may charge you to issue a note.
(iii) If you are cancelling one child/week from a Book One Get One Free (BOGOF) offer you can either replace that child/week with another child/week or your booking will be amended to the current single child/week rate. If you are cancelling both children on a BOGOF offer you will be refunded in full less CPP.
Personal property is not insured or covered under the terms of the Barracudas Customer Protection Plan.
(iv) Special offer or discounted bookings without CPP
If you haven’t taken out our CPP you may cancel for any reason up to 31st January 2008 for Easter bookings and 14th April 2008 for summer bookings. Cancellation before these dates will result in a loss of the deposit(s) paid. After these balance due dates you will not be refunded if you have to cancel or curtail your booking, although we will keep your place open in case your circumstances change or you can replace the cancelled child with another child of the same age.
Under the terms of some offers, CPP must be taken.
(v) Full price bookings without CPP
If you haven’t taken out our CPP you may cancel for any reason up to 29th February 2008 for Easter bookings and 6th June 2008 for summer bookings. Cancellation before these dates will result in a loss of the deposit(s) paid. After the balance due date you will not be refunded if you have to cancel or curtail your booking, although we will keep your place open in case your circumstances change or you can replace the cancelled child with another child of the same age. 7. Booking alterations
Responsibility for all booking details lies with the person who made the initial booking.
Changes can be made to your booking subject to availability. If the change is less than seven days before your child is due to attend we will charge an administration fee of £15, as revised information will need to be sent to the camp. If you require written confirmation of the change there will be a £10 administration fee. Additions made to your booking are not subject to an administration fee.
8. Changing Weeks
Where possible we will make changes to your dates, subject to availability.
If you need to change your dates and the cost of the week you are moving to is different from the one you have already booked we will need to take account of this. If the new week is cheaper than the original week we will refund you the difference. If the original week was cheaper you will need to pay the difference to move to the more expensive week. If you require a written confirmation of the changes you will incur an administration fee of £10.
9. Photography
From time to time we take photographs at camp that may be used for marketing and promotional purposes. If you would rather your child was not included in any photographs we must be informed either at the time of booking or in writing before camp. This can also be detailed on the child’s Essential Information form that we will send to you prior to camp.
10. Health and safety
In order that we maintain appropriate standards of health and safety, children with certain medical or physical conditions may not be allowed to participate in some activities. We work hard and innovatively to overcome this, and where we can’t we will always provide alternative activities.
11. Medical information
The booking confirmation will include a 'What we need to know now' questionnaire. Please use this form to promptly inform us of any activities a child may not be able to take part in, the reason why, and any medical or physical conditions or behavioural problems. If full information is not provided this may result in the child being excluded from certain activities. In such circumstances no refund will be paid and we may have to cancel the booking. All information given will be treated in complete confidence.
12. Child protection
Barracudas staff have a duty to respond if they suspect a child in their care may be suffering from abuse, or if a child makes a disclosure about abuse. In this event staff will follow the Barracudas Child Protection Policy and contact the local area Child Protection Committee and act on their advice.
13. Staff
Barracudas’ ratio of staff to children normally exceeds all statutory requirements. The actual ratio varies between activities, age groups and camps. Barracudas does not offer any higher staff:child ratio than 1:8, irrespective of any child’s specific needs.
14. Liability
Barracudas does not accept liability for personal injury or the death of any participant unless directly caused by the proven negligence of the company or its servants.
15. Exclusions
If a child is persistently naughty or disruptive, or if we feel their attendance affects the good atmosphere of the camp, we may decide to exclude them. Transport home will be the responsibility of the parent/guardian and no refund will be made for days missed or cost of transport.
16. Programme changes
In some circumstances, such as unsuitable weather conditions, failure of equipment, building faults and other factors (Incl. force majeure) which may arise from time to time, we may have to amend our services and activity programme content, times, dates and venue. In these circumstances there will be no refund or compensation to the customer.
17. Surcharge
Barracudas reserves the right to surcharge published prices if there is an increase in the rate of VAT prior to the commencement of the holiday.
18. Policies and procedures
Copies of Barracudas policies and procedures are held at camp and Central Office and are available on request.
19. Complaints
Barracudas is committed to ensuring every child has such a fantastic 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 you let us know of a problem while your child is still at the camp we can almost always resolve it. If we hear of a problem after a child has left camp we will take great care to look into the matter, but we will not normally be able to make compensation, so please talk to the Camp Manager promptly if you have any complaint. He/she will deal with the problem quickly and efficiently. If your child is still at camp and the problem persists please contact our Customer Services Department at our main office. If the problem is still not resolved, please write to our Customer Services Department 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 0845 601 4772 or at www.ofsted.gov.uk where you can find your Ofsted Regional office address.
Data Protection
Barracudas acts as a Data Controller for the purposes of the Data Protection Act 1998. We need to collect some personal details from you and the children on your booking so we can process your booking, such as names, ages and any applicable medical or dietary restrictions and, in some cases, credit/debit card or other payment details. It is your responsibility to ensure that you have the necessary permission to pass on the personal details of all the children that you are making a booking for.
Additionally, we would like to hold and use some of your details for future marketing purposes, for example sending you promotional information. Please let us know as soon as possible if you do not want to receive future mailings from Barracudas.
The information on this website is given in good faith as of November 2007
Barracudas is a wholly owned division of Young World Leisure Group Limited (reg no: 2764956)
