Clackmannanshire Council Online

Block Booking, Payment and Cancellation Policy

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.