Block Booking, Payment and Cancellation Policy

Scope

This policy applies to all block booked or holiday activities and programmes delivered by Sport and Leisure, including but not limited to:

• Football coaching programmes
• Multi-sport programmes
• Swimming programmes
• Gymnastics programmes
• Holiday camps
• Learn to Ski programmes
• Any activity sold as a block of sessions

Booking and payment

• All places must be booked in advance through the approved booking system
• Full payment is required at the time of booking to secure a place on a programme or holiday camp
• A booking is not confirmed until payment has been received in full
• Places cannot be reserved without payment

Customer cancellations

• Customers wishing to cancel a booking must provide a minimum of 7 days notice before the start date of the programme, block or holiday camp.
• Where at least 7 days notice is provided, a full refund will be issued.
• Cancellation requests received less than 7 days before the programme or camp start date will not be eligible for a refund.

Once a programme has started

• No refunds, credits or partial refunds will be given once a block, course, programme or holiday camp has commenced.
• Refunds will not be issued for
  • missed sessions
  • illness or injury occurring after the programme has started
  • holidays or other personal commitments
  • changes in personal circumstances
  • non-attendance of individual sessions

Cancellation by Clackmannanshire Council

• Where the Council cancels a programme, block or holiday camp before it starts, customers will receive a full refund.
• If a programme must be cancelled after it has commenced due to exceptional circumstances, the Council may, at its discretion, provide either
  • a pro-rata refund for any sessions unable to be delivered, or
  • an alternative activity or replacement session.

Exceptional circumstances

• Requests for refunds outside this policy will only be considered in exceptional circumstances and at the discretion of the service manager.
• Any decision made by the Council regarding exceptional circumstances shall be final.

Acceptance of policy

By making a booking, customers acknowledge that they have read, understood and accepted this policy.