Welcome to our FAQ page!

 

Find the answers to some common questions below. If you need further assistance, please call us on 020 8979 3100 (09.30-16.00 during term time) or send us an email.

 

Booking and Payment Information

How do I make a booking?

Booking with us is simple and convenient! Here’s how:

  1. Online Booking: Book online 24/7 on our magicbooking platform. If you’re a first-time user, you will need to create an account and add your children’s details.
  2. Phone Booking: Prefer to speak with someone? Give our friendly customer service team a call at 020 8979 3100. We are available from 09:30 to 16:00, Monday to Friday (term-time), to help you register and make your booking over the phone.

Spaces fill up quickly, so we recommend booking as soon as you know the dates you need.

What payment options do you accept?

We offer several convenient payment options to suit your needs:

  1. Credit/Debit Card: We accept Visa, Mastercard, and American Express.
  2. Childcare Vouchers: You can use Childcare Vouchers for your payments.
  3. Tax-Free Childcare: Payments through the Tax-Free Childcare scheme are also accepted.

Additionally, if you book early, you have the option to pay a deposit and settle the remainder at a later stage. For added convenience, you can also spread the cost of your booking over several months with our interest-free instalment plan.

 

Please note, if you are booking within 2 days of the start date, payment must be made via credit/debit card at the time of booking.

Do you accept Childcare Vouchers?

Yes, we do accept childcare vouchers as full or part payment for your booking. Here’s how it works:

  • Booking Online: You can select the childcare voucher option when booking online. Your booking will be saved in our system for 10 days until we receive your childcare voucher payment. Once received, your booking will be confirmed.
  • Last Minute Bookings: If you are making a booking that starts within 14 days, full payment via credit/debit card will be required at the time of booking. Once we receive your childcare voucher payment, we will reimburse your card payment.
  • Payment Allocation: When making a payment via childcare vouchers, please quote your booking reference to ensure the payment is allocated correctly.

If you use a childcare voucher provider not listed on our site or have an employer-run voucher scheme, please contact us at 0208 979 3100 for guidance.

 

For more details, please see our Childcare Voucher page.

Do you accept Tax-Free Childcare?

Yes, we accept Tax-Free Childcare payments as full or part payment for your booking. Here’s how it works:

  • Booking Online: You can select the Tax-Free Childcare option when booking online. Your booking will be saved in our system for 10 days. If we don't receive the payment within this time, the booking will be automatically removed.
  • Last Minute Bookings: If you are making a booking that starts within 14 days, full payment via credit/debit card will be required at the time of booking. We will reimburse this amount once we receive the Tax-Free Childcare payment.
  • Payment Allocation: To ensure the payment is allocated correctly, you'll need to enter your child's unique reference number (found via your Government Gateway account, and typically 4 initials followed by 5 digits and ending in "TFC", e.g., JSMI12345TFC) in their profile under the "TFC Ref Number" field.

For more details, please visit our Childcare Voucher page, which also includes a handy guide on how to pay with Tax-Free Childcare.

Can I pay in instalments?

Yes! If you’re booking more than 30 days in advance, you can take advantage of our interest-free Instalment Plan to spread the cost over several months. Here’s how it works:

  • Secure Your Booking with a Deposit: When you book online, simply select the 'Pay Monthly' option to secure your booking with an initial deposit.
  • Monthly Payments: The remaining balance will be divided into equal monthly payments. If you choose to pay by card, we will debit your card on the first working day of each month. For payments made with Childcare Vouchers or Tax-Free Childcare, the funds must reach our account by the 7th of each month.

This flexible payment option makes it easier to manage the cost of your booking and ensure your child can enjoy their time at camp without financial stress.

What is Flexi-booking & what does it cover?

Flexi-booking is a flexible option designed to give you peace of mind when booking. For a fee of £4 per child per day, this option offers the following benefits:

  • Date Changes and Cancellations: With Flexi-booking, you can change your booking dates or cancel your booking up to one working day before your child’s first scheduled day at Clubland. This flexibility ensures that you can adapt to any changes in your plans without losing your booking.
  • Illness Protection: If your child falls ill or is injured and cannot attend camp, Flexi-booking allows you to either reschedule the missed days or receive a refund.
  • Booking Without Flexi-booking: If you choose not to opt for Flexi-booking, you can still change your booking dates up to 14 days before your child’s scheduled attendance (within the same academic year). However, cancellations are not permitted, and the booking is non-refundable. If there is a price difference between the original booking and the new dates, you will need to pay the additional amount.

For full details on our Flexi-booking option and to understand all the terms and conditions, please click here.

 

Please note that the Flexi-booking premium is non-refundable when cancelling your booking.

What if I want to make changes to my booking?

We understand that plans can change, so we offer flexible booking options to accommodate your needs.

  1. Flexi Booking: If you choose our Flexi booking option, you can amend your booking up to the last working day before your child’s first day at Clubland. This option also allows for amendments or refunds due to illness. Please note, the Flexi premium is non-refundable if you cancel your booking.
  2. Making Changes Without Flexi Booking: If you did not purchase Flexi-booking, you can still change your booking up to 14 days before the start date, subject to availability, but you will need to pay any difference in price for the new dates. However, this option is non-refundable and cannot be cancelled.
  3. How to Make Changes: To make any changes to your booking, contact our friendly customer service team at 020 8979 3100 or send us an email. For full details, you can view our Terms & Conditions.

We aim to provide flexibility and support to ensure your child’s experience is as smooth as possible.

What ages do you accept?

We cater to children in two age groups:

  • Epic Explorers: For children aged 4 (once they start Reception) to 7 years old.
  • Mighty Adventurers: For children aged 8 to 11 years old, before they start secondary school.
Can my child attend if they don’t go to one of your partner schools or term-time provisions?

Yes! Any child can attend our holiday club as long as they meet our age requirements, which are children aged 4 (in Reception) up to 11 years old, before they start secondary school.

My child needs extra support, can they still attend holiday club?

We believe every child deserves the best possible experience at Clubland, and we strive to accommodate all children’s needs. Here’s how we can support you:

  1. Contact Us: If your child requires extra support, please contact our customer service team at 020 8979 3100. You will have the opportunity to discuss your child's specific needs and the support required.
  2. Individual Plans: We will work with you on an individual basis to create a tailored plan that suits your child. If your child already has one-to-one support, they are welcome to attend camp with them. We will need a copy of their DBS check and identification.
  3. Special Educational Needs and Disabilities (SEND) Support: Speak with one of our Special Educational Needs Coordinators (SENCOs) who will assist in assessing your child’s needs through our SEND Enquiry Form. We may require up to 8 weeks to make necessary arrangements, including applying for support funding from the Local Authority if needed.
  4. Capacity and Early Booking: We have a limited number of spaces for children requiring one-to-one support. Early booking is highly recommended to secure a spot.
  5. Ongoing Communication: Throughout your child's time at camp, we will communicate regularly to ensure the plan is working and make any necessary adjustments.

In some instances, we may not be able to meet a child's needs due to environmental or staffing limitations. If this occurs, we will work with you to find the best possible outcome for your child.

 

We look forward to making your child’s camp experience as enjoyable and inclusive as possible!

About Holiday Club

It’s my child’s first time, what can we expect?

We understand that both you and your child may feel a bit nervous about attending our holiday club for the first time. Our outstanding and caring staff are dedicated to making sure both of you feel comfortable and that your child settles in quickly. Looking after your children is a huge responsibility and one we take very seriously.

 

Clubland’s mission is to create inspiring adventures throughout the school holidays, and we ensure we have highly trained camp staff on hand to help all children settle in. Our staff support each individual child during their first time at holiday club by making sure they're familiar with the venue, staff, and daily program. Buddy systems are used to pair children with a friend, ensuring everyone feels included. 'Name' and 'Get to know you' circle games are played during the registration period so children are immediately involved in a group activity.

 

We are confident that very quickly your child will make new friends, challenge themselves with new activities, and create long-lasting memories. You'll be amazed at how fast they settle in and begin to enjoy their time at camp.

What is the structure of the day?

The structure of the day at our holiday club is designed to keep children engaged, active, and having fun throughout their time with us.

  • Check-In: Begins at 8:30am and lasts until 9:15am. During this time, staff will ensure children are settled and engage them in games to warm them up for the day ahead.
  • Activity Sessions: The rest of the day is filled with seven activity sessions, with frequent breaks for toilet, sun cream, and water, as well as breaks for lunch and snacks. We offer a range of multi-activities, so whether children are into sports or more creative pursuits, there are plenty of choices.
  • Free Play: There are numerous free play opportunities throughout the day to allow children to play and socialize.
  • Check-Out: Runs from 4:30pm to 5:00pm. During this time, camp staff will entertain the children until their adults arrive to collect them.
  • Extra Slice: For an additional £6, Extra Slice begins at 5:30pm and lasts until 6:00pm, marking the official end of the camp day.

This structure ensures a balanced mix of structured activities and free play, catering to a wide range of interests and keeping children engaged and happy throughout the day.

What type of activities will my child do?

As a multi-activity club, we offer a huge range of activities for children to enjoy. Your child will have the opportunity to participate in a variety of sports, creative arts, and engaging group games. For a detailed look at what an average day at Clubland entails, please see our sample programmes for both Epic Explorers (Reception to 7 years old) and Mighty Adventurers (8 to Year 6). These programmes will give you a taste of the exciting activities we have planned each day.

What should my child bring?

To ensure your child has a comfortable and enjoyable day at Holiday Club, please pack the following items:

  • Water Bottle: A refillable water bottle to keep them hydrated throughout the day.
  • Packed Lunch: A nutritious, nut-free packed lunch. Consider including healthy options like fruits, vegetables, wholemeal bread, and natural yogurt. We do not have refrigeration facilities, so please use ice packs or frozen drinks to keep the lunch cool. (Unless you have booked a hot meal).
  • Snacks: Several healthy snacks to keep their energy up.
  • Clothing: Comfortable clothes suitable for the weather and activities - avoid sending them in their best clothes as they might get messy. For warmer days, pack a sun hat and sun cream. For cooler days, include warm clothing and a waterproof jacket.
  • Footwear: Closed-toe shoes like trainers for active and non-active games.
  • Additional Items: For younger children, please include a change of clothes. If there are any water activities, pack a swimming kit, though it may not always be needed.

We aim to go outside whenever possible, so please ensure your child is prepared for all weather conditions.

 

Remember to label all items with your child’s name and make sure they bring everything home at the end of the day.

What shouldn't my child bring to holiday club?

We strongly advise against bringing mobile phones, watches, computer games, iPads, and similar items to camp. These items can easily be mislaid as children are busy and excited with various activities, and our staff cannot take responsibility for them if they are lost or stolen.

 

Mobile Phones: While we understand that older children may need a mobile phone, they are not allowed to use them once at holiday club, during break times, or for taking photographs. Mobile phones must be kept in personal baggage at the owner's risk. Please ensure your child understands this rule.

 

Food and Treats: Due to health and hygiene reasons, we cannot allow birthday cakes or other food treats to be brought to camp for sharing with groups. Additionally, we have a strict 'no nuts' policy, so please avoid sending foods like peanut butter.

 

Other Personal Items: Any other toys or personal items that your child brings to camp will be their own responsibility. Staff are not able to care for these items, and we recommend keeping them at home to prevent loss or damage.

 

If you need to contact your child during holiday club hours, you can call the site mobile at 07770 656015.

Is lunch provided?

On some occasions, we offer the option to book a hot lunch for your child for £4.25 per meal. In these cases, we partner with Zebedees, who provide delicious, nutritious meals designed in collaboration with baby and child expert nutritionist, Charlotte Stirling-Reed. Zebedees has achieved the Eat Well Start Well award from Surrey County Council, and their team of dedicated chefs freshly prepare meals each morning and deliver them to us in time for lunch. They offer options to suit all dietary requirements, intolerances, and allergies, ensuring that dietary meals resemble the mainstream option so no child feels different or left out.

 

If you are booking a hot lunch, please ensure your child's dietary requirements are up to date in your account.

 

If you do not book a hot lunch, or if a hot lunch is not available, you must provide a healthy packed lunch along with some snacks to keep them going throughout the day. We recommend placing ice blocks in the lunchbox to keep the food fresh until lunchtime.

 

Please note that we are a ‘nut-aware’ holiday club, so please do not pack anything with nuts in it.

How will my child be grouped?

We group children according to age in our two main groups: Epic Explorers (4 to 7 years old) and Mighty Adventurers (8 to 11 years old). These groups may be further divided based on the number of children, such as splitting Epic Explorers into smaller age groups (e.g., 4s, 5s, 6s, and 7s). We maintain a maximum of 30 children per group with staff-to-child ratios of 1:10 for Epic Explorers and 1:15 for Mighty Adventurers.

Will my child be in the same group as their friends or siblings?

Children are typically grouped based on their ages to ensure activities are appropriate for their developmental level. However, we understand the importance of being with friends or siblings, so we are happy to consider specific group requests on a case-by-case basis. Please speak with the Management Team upon arrival, and we will do our best to accommodate your request.

 

Additionally, children are only in groups for the adult-led activities. During free play sessions throughout the day, they can choose what to play and with whom, allowing plenty of opportunities to spend time with friends or siblings.

What are the arrival and collection times?

Our standard hours are from 08:30 to 17:00. Here are the details for arrival and collection:

  • Arrival Time: Drop off your child between 08:30 am and 09:15. During this period, our team will have fun activities to get the children ready for the day ahead.
  • Collection Time: Pick up your child between 16:30 and 17:00. We will continue to engage the children with activities until home time.

For added flexibility, we offer a Late Club service that extends the day until 18:00 for an additional charge of £5 per child per day.

 

If you need to drop off or collect your child outside these times, please inform the camp directly to arrange this with the Playscheme Manager. Early pickups should ideally be done during break times to avoid disrupting ongoing activities.

What if I am delayed in collecting my child?

We understand that sometimes delays are unavoidable. If you find that you will be late collecting your child, please call the setting as soon as possible at 07770 656015 to inform us of the situation.

 

If you arrive later than 17:00, we reserve the right to charge for Late Club, which is £5 up until 18:00. If you arrive after18:00, we charge £5 for every 5 minutes late up to 15 minutes, £30 up to 30 minutes, and £45 thereafter. This fee helps cover the cost of the two team members who need to stay beyond their scheduled time.

 

Rest assured, your child will be kept safe and entertained until you arrive.

Can someone else collect my child?

Yes, someone else can collect your child, but for safeguarding reasons, they must know your collection password and be listed as an authorised collector in your online account. You can manage your authorised collectors in the 'child' section of your account. We cannot release your child to anyone who does not meet these requirements to ensure their safety.

When does your holiday club run?

We run our holiday club throughout all school holidays, except for Christmas. For exact dates, please check the ‘Dates & Prices’ section of our website.

Can we visit the holiday club before my child starts?

As we do not own the venue, visits outside of the school holiday periods when we are open are not possible. However, if we are open, you are welcome to come for a look around by appointment only. Please contact the setting on 07770 656015 to make an appointment with the Playscheme Manager.

Day Trips

What if my child doesn’t want to go on a day trip?

If children in the Mighty Adventurers programme do not want to go on a day trip, they can stay behind and join the Epic Explorers programme if there are spaces and it’s appropriate. Otherwise, they can travel with the group but not participate in the activity, depending on the trip.

 

For Epic Explorers trips, all staff attend the trip, so no one can stay behind. Our staff are well trained in supporting children through difficult emotions and will help your child settle during the trip by adapting it to their needs.

 

Please note, no refunds are given if your child chooses not to partake in a paid-for activity.

How will you take children to and from day trip locations?

Children will be transported to their off-site adventures using various methods to ensure safety and convenience. For local trips, we will use a 'walking bus' where children walk together with staff supervision. For trips further afield, we will travel in our company minibus. Occasionally, we also use public transport. Rest assured, all transportation methods are carefully planned to ensure the safety and comfort of the children.

What are your adult to child ratios for day trips?

For our day trips, we maintain a staff-to-child ratio of 1:9. This ensures that each child receives appropriate supervision and support, contributing to a safe and enjoyable experience for everyone involved.

How will you ensure children are kept safe during trips?

Ensuring the safety of children during trips is our top priority. Here’s how we do it:

  • Experienced and Competent Staff: All trip staff are selected based on their experience and competency. They undergo our usual safer recruitment checks to ensure they are fully qualified to supervise the children.
  • Training and Briefing: Staff members are fully trained and briefed on all day trip procedures, ensuring they are well-prepared to handle any situation that may arise.
  • Qualified First Aiders: Qualified paediatric first aiders will accompany the outing, ready to provide immediate care if needed.
  • Risk Assessments: Each venue is thoroughly risk assessed prior to every excursion to identify and mitigate any potential hazards.

With these measures in place, we are committed to providing a safe and enjoyable experience for all children during our trips.

What will happen if a planned day trip has to be cancelled?

In the unlikely event that a planned day trip has to be cancelled, we have contingency activity plans in place to ensure children still have a fantastic time staying on site. We’ll organize engaging and fun activities to keep everyone entertained.

 

If an additional trip cost has been charged, we will offer a credit note to be used on a future Clubland product, equivalent to the value of the trip cost. This way, you can rest assured that your child won’t miss out, and you’ll receive full value for your payment.

Health and Safety

What are the adult to child ratios?

We prioritise safety and quality care by maintaining excellent staff-to-child ratios:

  • Children aged 4 to 7 years: 1 adult for every 10 children
  • Children aged 8 years and over: 1 adult for every 15 children

These ratios are well above the legal Ofsted requirement of 1:30. Additionally, we ensure that the care provided to older children (aged 8 to 11) does not impact the quality of care for younger children. There are always at least two staff members on duty at each Holiday Club to maintain these standards and ensure a safe, engaging environment for all children.

What happens if my child has an accident or becomes ill whilst at camp?

While we always ensure high safety standards, there may be times when accidents happen. Our staff are trained in dealing with and reporting accidents, and we always have paediatric first aiders onsite to administer necessary first aid.

 

In the event of a minor accident, first aiders will assess and treat your child's injuries. An Accident Report Form will be completed detailing how the accident happened, the injuries sustained, and the treatment given, and this report will be emailed to you through your online account. For head injuries, a first aider will be contacted, an Accident Report Form filled out, and you will receive a courtesy call to inform you. After a head bump, staff will monitor your child closely and contact you if there are any concerns. In the event of a serious accident, our first aiders will assess the situation and you will be contacted to discuss the next steps.

 

If your child becomes ill whilst at camp, a first aider will monitor their symptoms. For minor illnesses that improve after rest and a drink, an Accident Report Form will be filled out and emailed to you. We will continue to monitor your child and contact you if symptoms worsen. For more serious illnesses, you will be called to discuss whether your child needs to be collected. Children will wait in the first aid area, monitored by camp staff, until they are picked up. An Accident Report Form will also be emailed to you.

 

If you have purchased Flexi-booking, you will have coverage if your child is unable to attend due to illness or injury. For more details, click here.

What if my child is ill and cannot come to the holiday club?

If your child is unwell and cannot attend the holiday club, we cannot accept them for the safety and fairness of all children. Please inform us if they have recently had an illness or condition in case they are still infectious. If your child requires medication while at Clubland, please provide it in a well-labelled container and sign a consent form available at registration.

 

If you have purchased Flexi-booking and your child misses days due to illness, we will offer to make up these days later in the academic year or provide a refund if the policy conditions are met. Please refer to the Flexi-booking guidance for more details on your options.

 

Unfortunately, if you do not have Flexi-booking, we will not be able to offer a refund or credit note for missed days, including those due to COVID-related illnesses. Therefore, we recommend adding Flexi-booking to your purchase to provide flexibility in such situations.

Do you have first aiders on site?

Yes, we always have a minimum of two paediatric-trained first aiders on site. Depending on the number of children in attendance, we may have several more. Additionally, if your child goes on a day trip, there will be at least one paediatric-trained first aider accompanying the children, equipped with first aid kits and trained in emergency procedures.

What if my child has a specific medical condition or requires medication while at holiday club?

If your child has a specific medical condition, please ensure this is indicated on your child's information held digitally via your online account. If you need to discuss your child's condition before the holiday club begins, you can speak to our team on 020 8979 3100, and any information can be passed on to the holiday club management team. You can also speak directly to our on-site teams when dropping your child off on their first day to provide any additional information or clarifications about their medical condition.

 

If your child requires medication during their time at holiday club, you will be asked to complete a Medical Administration Form on their first day. This form will detail the medication being kept on-site and the schedule for its administration.

 

Most types of medication will be kept in the first aid area and administered by first aiders at the times specified on the Medical Administration Form. Exceptions include EpiPens and inhalers, which will be carried by the staff members supervising your child's group to ensure they are always available if needed. If your child requires new medication at any point during their time at holiday club, please speak to a member of staff on-site and complete a new Medical Administration Form to enable us to administer the medication as required.

How do you manage discipline and behaviour?

Positive reinforcement is key for us at Clubland! We want all children to enjoy their time and have the best holiday experience possible. When we see children behaving appropriately, we make sure to comment on and reward this behaviour.

 

All our staff undergo behaviour management training, which focuses on outlining rules, discussing why they are important, and managing children’s behaviour effectively. We understand that in a new and exciting environment, children may need reminders of behaviour expectations. Each group will agree to a set of 'golden rules' designed in collaboration with the children to ensure safety and enjoyment for all activities.

 

If a child consistently breaks the rules and disrupts others, they will be taken aside by a staff member for a discussion about the importance of the rules and appropriate behaviour. They will then rejoin the group to continue enjoying the activities. If a child continues to not follow the rules, this will be communicated to parents and/or carers.

 

In cases where a child's behaviour puts themselves or others at risk, the situation is treated more seriously. An Incident Report Form will be completed and the details communicated to parents. If a child’s behaviour consistently puts themselves, others, or staff members at risk or causes significant disruption, parents or carers will be contacted and a warning given. If the behaviour continues, we reserve the right to prohibit the child from attending the holiday club.

HAF

What is HAF?

The Holiday Activities and Food programme (HAF) is a Department of Education funded programme to support children aged 4-16 years (reception-Year 11) who are in receipt of pupil premium (or benefits related) free school meals (FSM) to access enriching activities and food during Easter, summer and Christmas school holidays.

How do I know if I am eligible for HAF?

All children from Reception to Year 11 who receive benefits-related Free School Meals are eligible to receive up to 64 hours of holiday childcare with food through the HAF programme. Additionally, some local authorities offer funded places to children in other circumstances. For specific eligibility details, please refer to your local authority's website. Your local authority can provide further advice on your eligibility for this service.

What will I need to make my HAF booking?

To make your HAF booking, you will need to follow these steps:

  1. Code from Local Authority: You will be provided with a code by your local authority. Make sure to quote this code when booking through the online 'Holiday Activities' portal.
  2. Create an Account on Magicbooking: You will need to create an account on Magicbooking, our online booking platform. This will allow our team to register your booking in our system. We recommend setting up your account as soon as possible to speed up the booking process.
  3. Links for Booking: Links for making your HAF booking will be supplied by your local authority. Keep an eye out for these links and follow the instructions provided.

By preparing these items in advance, you can ensure a smooth and quick booking process for your holiday activities.

What type of food will my child receive?

All children booked with us through HAF will receive a hot lunch.

 

We partner with Zebedees, who provide delicious, nutritious meals designed in collaboration with baby and child expert nutritionist, Charlotte Stirling-Reed. Zebedees has achieved the Eat Well Start Well award from Surrey County Council, and their team of dedicated chefs freshly prepare meals each morning and deliver them to us in time for lunch. They offer options to suit all dietary requirements, intolerances, and allergies, ensuring that dietary meals resemble the mainstream option so no child feels different or left out.

 

Please ensure your child's dietary requirements are up to date in your account.

 

You must provide some snacks to keep them going throughout the day. Please note that we are a ‘nut-aware’ holiday club, so please do not pack anything with nuts in it.

Other

How can I contact the holiday club?

To contact the holiday club, you can call the site mobile at 07770 65615. This number is operational only when the holiday club is open. If you need to reach the team outside of these hours, please leave a message or send a text, and the team will respond when the club reopens.

Can I find out how my child’s day is going?

Our teams are very busy throughout the day ensuring all the children are having a great time, so we recommend speaking with our team during collection to get feedback on how your child’s day was. If you need to get in touch during the day, you can call us at 07770 656015.

If you need further assistance, please call us on 020 8979 3100 (09.30-16.00 during term time) or send us an email.