When you book with TreeHouse Education Limited, these Terms and Conditions and other information such as our policies and procedures documents define the agreement between us and let you know what to expect from TreeHouse and what we expect from you.   If you have any questions about our Terms and Conditions, please call our Customer Services team on 07561265186

1. Bookings

Bookings made online or by telephone will be confirmed by email.  A booking is confirmed when we receive the appropriate payment and / or childcare vouchers and receipt of these constitutes acceptance of these terms and conditions. 

2. Payments

TreeHouse accepts payment by BACS, credit card, debit card and childcare vouchers*. All bookings must be paid in full at least 10 days before camp start date or your children may not be able to attend camp. In the unlikely event that you have payments outstanding 5 days before the start of camp, these bookings could be subject to cancellation. 

* Childcare vouchers payment coming soon

3. Offers and Discounts

The best available price will always be offered to you at the time of booking. TreeHouse cannot apply discounts retrospectively and discounts must be applied at the time of booking. 

4. Paying with Childcare Vouchers

TreeHouse accepts all childcare vouchers (CCVs) as a form of payment for bookings. Your booking will not be confirmed until we receive and process your CCVs however cancellations and amendments before receiving payment will still be subject to cancellation charges.  After receiving your booking confirmation email, please contact your childcare voucher provider and quote your booking reference number.  Your childcare provider will then contact us to arrange payment.  You will receive another order confirmation email from us when the voucher has been processed. For further information please contact your childcare provider.

Bookings made 14days or less before the start of camp must be paid by credit / debit card and we will refund this payment on receipt of your CCVs.

5. Changing your booking

You can move your dates within the same season (e.g. summer), subject to availability, provided you do so more than 5 days from first camp date (it is not possible to move or add dates within 5 days). You can also add additional days to your booking and will be charged at current price.  Please contact our Customer Service Team if you wish to move your dates to another season:  if the desired season is not yet on sale, we can hold the balance in credit on your TreeHouse account. Please note prices may change from one season to the next.

6. Cancellations

If you give us at least 28 days’ notice before the camp date(s) you would like to cancel, we will refund all monies paid.  If you have paid by Childcare Vouchers or using credit from your account, we will hold the amount in credit on your account. If your voucher provider accepts refunds, you can request the refund to be returned to your provider.  

If you give us less than 28 days’ notice before the date(s) you would like to cancel, no refund is available however, you can move this to a later date.

In the case of illness/injury, you may be able to recover some of your losses, as credit on your TreeHouse account. Please allow 10 working days to process refunds.

7. Extended Care

Our standard extended care hours are 8am to 9am and 4pm to 5pm and can be booked at an additional charge.  Some venues times vary and this is confirmed at the time of booking.  Extended care can be cancelled.  If you give us 28 days or more notice before camp starts, we will refund you in full.  With less than 28 days’ notice, no refund is payable.  If you wish to move extended care to a different camp day, this is possible with 7 days or more notice, free of charge.

8. Your Child’s Information

It is the responsibility of the person making the booking to ensure that all details provided are accurate, in particular full information about each child, including medical and other special educational needs, and emergency contact information.  If we do not have all this information before camp starts, your children will not be allowed on camp.

9. International Bookings

Children booked from overseas are required to have a good level of spoken English so that they can follow the instructions from the leaders and are able to communicate with the other children.

We require a local telephone contact number and address once you are in the UK, in case of an emergency.

10. Special requirements

TreeHouse recognises that the needs of individual children vary, and will endeavour to accommodate children with specific needs and/or medical conditions within the camp environment.  It is our policy not to exclude any child due to specific needs and/or medical conditions wherever possible.

It is the responsibility of the parent/carer to inform us of any medical conditions and special educational needs or disabilities, whether booking online or over the phone, so we can discuss how best to accommodate the child, and consider whether any reasonable adjustments can be made to ensure they are able to fully participate and enjoy the activities on camp within the staffing ratios provided for their age group. The needs of each child vary so decisions are made on a case-by-case basis and depend upon the level of support each individual child may require.

We are not able to provide additional staff to support a child above our standard ratios of 1:8 for 3 year olds, 1:8 or 2:16 for 4 to 5 year olds, 1:14 for 6-7 year olds and 1:15 for 8 years old and over, irrespective of any specific needs or medical conditions.  Where we feel that a child is not coping within these ratios, we reserve the right to ask the parent/carer to come and collect their child.  No refund will be available.

We are happy to accommodate a child with specific needs on a paid trial basis and reserve the right to review further bookings.

11. Illness and First Aid

TreeHouse requires that all children who are ill or infectious be kept home for the full duration of their ailment, and for 48 hours after the last symptom occurs.  TreeHouse will only administer medication if it has been prescribed by a doctor or other health professional.

In the event of an accident, first aid will be administered to children in our care, and the emergency services will be called if necessary.

Essential prescribed medication including Epipens must be handed in to the Camp Manager for safe-keeping. All TreeHouse First Aid policies are in line with Ofsted recommendations.

12. Child Exclusion

TreeHouse has a responsibility for ensuring the well-being and safety of all children in our care and have approved procedures for managing behaviour.  The company follows a zero tolerance policy on discrimination, bullying and persistent poor behaviour of any kind, irrespective of any special needs.  On rare occasions, and in more serious cases, we reserve the right to ask parents to remove children from camp either for the remainder of the day (part exclusion), or for the rest of the season (full exclusion). No refund will be made for any remaining days booked, and any costs associated with the exclusion will be the parents’ responsibility. We reserve the right to exclude a child at any time prior to or during a session due to illness.  The parent/carer will be expected to come and collect their child.

13. Late Pick-up

All children MUST be collected by 4pm (unless timings are otherwise specified at time of booking or 5pm for extended booking).   If for any reason you are unable to collect by 4pm, we ask that you call the Camp Manager as soon as possible.  A member of staff will wait with your child until they are collected.  You will be charged a late pick-up fee of £20 for every 15 minutes after 4pm to cover the additional staffing cost.  Please refer to our Uncollected Child Policy for further details.

14. Notice of Absence

If a child is not attending a scheduled day on camp, parents/carers must telephone the Camp Manager to allow us to update records.

15. Off-camp activities

At some camps we may offer optional extra excursions and activities.  All our usual standards of care and supervision apply. All excursions will be fully risk assessed and staffed accordingly.

16. Programme and activities

From time to time, we may need to change venues, dates, activities and courses for reasons within or outside our control. 

Activity programmes are subject to change in the event of unsuitable weather or other circumstances beyond our control.  Activities displayed on camp or on our website and social media are a guide and are subject to change. Specific activities such as campfire cooking (where available) are scheduled in as much as possible, however, if you are booking individual days, we cannot guarantee these activities will fall on those particular days.

In exceptional circumstances we may have to cancel particular dates at a venue, and in this event, we will try to give those booked onto the programme at least 14 days’ notice and will offer a suitable alternative if one is available, or refund all monies paid for the dates cancelled, if preferred.

17. Personal Property

All your child’s personal property is your responsibility and TreeHouse is not liable for any lost or damaged property on camp.  If you believe that your child has left an item on camp, please contact the Camp Manager who will do their best to assist you.  Lost property will remain on camp until the last day of the season and should be collected before the last day.  Unclaimed lost property will be taken back to Head Office and then donated to charity if there has been no arrangement to collect them.

18. Mobile Phones and Electronic Devices

All mobile phones and electrical devices are prohibited on camp. If found, children will be asked to place the device in the Camp Manager’s box which will be locked and secured at all times.  The device will be returned to the authorised parent/carer at the end of the session. Children who require electronic devices for medical reasons, e.g. diabetic monitors, are exempt from this.

19. Insurance

All children in our care are covered by our Public Liability Insurance.

20. Photography / Filming

Please be aware that TreeHouse  take photographs/video footage of children on camp for promotional reasons.  If you do not wish to give permission for your child's image to be used, you must opt out in our registration form. This permission can be altered by emailing TreeHouse directly.

21. Parent Feedback / Complaints

If you have concerns or suggestions, please tell us; we value your feedback and use it to develop and improve our services.

If you have a concern regarding camp, this should initially be raised with your child’s Camp Manager.  If you are unable to resolve the issue, then a Director of TreeHouse will be advised, and will attempt to resolve the issue to your satisfaction.  In the unlikely event that your complaint cannot be resolved, you may wish to contact Ofsted on 0300 123 1231.

22. Safeguarding

TreeHouse has legal obligations in relation to safeguarding and any suggestion of child abuse or neglect will be investigated and reported to our regulator, Ofsted, or relevant local authorities and agencies.

23. Policies and Procedures

For our full policies and procedures documents please see the relevant page on our website or email us at hello@treehouseeducation.co.uk

24. Data Protection

TreeHouseis registered as a Data Controller under the Data Protection Act 1998 (GDPR from 25th May 2018).  To process your booking, we need to collect personal details about you and your children.  We will treat it as confidential and keep it secure, complying with all relevant UK legislation.  We will use your email address and telephone number to contact you with information that relates to any bookings that you make and any information that we might need that relates to the welfare of your child.  We would also like to use your email address to let you know about future camps, promotions and discounts and will ask for your consent during the registration / booking process.  You may unsubscribe at any time.