Frequently Asked Questions

Bookings | Camp Logistics | Wraparound Care | What to Bring | Payments, Discounts & Refunds | Contacting Us | Safeguarding & Wellbeing

Payments, discounts & refunds

Payments

  • Payment is made by card at checkout when you complete your booking online.

    You can also pay using Tax-Free Childcare or childcare vouchers. To do this, select Poncho Pay at checkout and follow the instructions provided.

    If you’re unsure which option to choose, or need help completing payment, please get in touch and we’ll be happy to help.

  • Yes. Full payment is required at the time of booking to secure your child’s place.

  • We accept payment by card at checkout.

    You can also pay using Tax-Free Childcare or childcare vouchers. To do this, select Poncho Pay during checkout and follow the instructions provided.

    If you’re unsure which option to use, please get in touch and we’ll be happy to help.

  • Yes. We accept payment via Tax-Free Childcare and childcare vouchers.

    To use this option, select Poncho Pay during checkout and follow the instructions provided.

    If you’re unsure how to complete payment using this method, please get in touch and we’ll be happy to help.

  • In most cases, payment needs to be made using a single payment method at checkout.

    If you need to split payment across different methods and this is essential, please get in touch before booking. In some circumstances, we may be able to help, but this has to be handled manually and isn’t always possible.

  • Yes. Once your booking is complete, you’ll receive a confirmation email with your booking details.

    If you need additional proof of payment for childcare support schemes, employer reimbursement, or other purposes, please get in touch and we’ll be happy to provide this.

Refunds & cancellations

  • We don’t operate a strict, fixed cancellation policy.

    We understand that plans can change, and we aim to take a fair and reasonable approach wherever possible. If you need to cancel a booking, please get in touch as soon as you can so we can discuss the best next steps.

    Any cancellations or changes are handled on a case-by-case basis, taking into account notice given and availability.

  • If you need to cancel part of a booking, please get in touch and let us know which dates you’d like to cancel.

    We’ll update the booking in the system and confirm the change with you. As with all cancellations, we aim to take a fair and reasonable approach and handle things on a case-by-case basis.

  • No. Bookings can’t be transferred to another child.

    If you need to change the child attending, you’ll need to cancel the original booking and make a new booking under the correct child’s details.

    If you’re unsure how best to do this, please get in touch and we’ll be happy to help.

  • Yes, in most cases this is possible.

    As future camps aren’t always open for booking at the time, the easiest way to do this is for us to issue a one-off, single-use discount code that you can apply to a future booking.

    If you’d like to move a booking, please get in touch and we’ll talk through the best option and next steps.

  • In the unlikely event that we need to cancel a camp day or an entire camp, we’ll contact families as soon as possible with clear information about next steps.

    Where a cancellation is unavoidable, we’ll aim to offer a suitable alternative, such as transferring the booking to a future date or camp. If this isn’t possible, we’ll discuss the available options with you.

    Our priority is always to communicate clearly and handle any disruption in a fair and reasonable way.

  • If you’ve paid by card, refunds processed through our booking system usually appear back on your card within around 5–10 working days. This timing is set by the payment provider rather than us.

    If you’ve paid using Tax-Free Childcare or childcare vouchers, refund times can vary depending on the provider and scheme. We’ll process the refund as promptly as possible at our end, but the time it takes to reach you may differ.

    If you’re unsure or would like an update on a refund, please get in touch and we’ll be happy to check for you.

Discounts & offers

  • Yes. A reduced rate is applied automatically when you book a full week using the block booking option.

    To benefit from this discount, you’ll need to select the block option during the booking process. If you select single days and choose all five days individually, the block booking discount won’t apply, due to how the booking system works.

    If you’re unsure which option to choose, please get in touch before booking and we’ll be happy to help.

  • Yes. We offer a sibling discount for families booking more than one child.

    The first child is booked at full price, and each additional child receives a 10% discount. To apply the discount, use the code FAMILY10 at checkout.

  • Yes, we do.

    Early bird discounts are usually shared with families on our mailing list, so the best way to hear about them is to sign up to our newsletter. This is where we primarily announce offers and booking updates.

    We also occasionally run flash offers during camp weeks, so being on the mailing list is the best way to make sure you don’t miss out.

  • Yes. In addition to early bird and sibling discounts, we occasionally run one-off flash promotions during camp weeks, such as special offers on specific days.

    We also sometimes offer exclusive discounts for local schools, community groups, and first-time bookers. These are usually shared directly through schools or local channels, including social media.

    The best way to stay informed is to sign up to our newsletter. We only send a small number of emails each year and use it to share booking updates and any current offers.

  • Only one discount code can be used per booking.

    Some discount codes have specific terms and conditions, such as being time-limited or available on a first come, first served basis.

    Discount codes are entered on the payment summary page, just before you proceed to payment. If you’ve already clicked through to pay, you’ve gone too far and the code can’t be applied at that point.

    If you’re unsure whether a code has worked, or need help before completing payment, please get in touch.

  • No, you can only use one discount code per booking.

  • Discount codes need to be applied during the booking process and can’t usually be added once payment has been completed.

    If you realise you’ve missed a code, please get in touch and let us know. While discount codes aren’t generally applied retrospectively, we’ll always take a reasonable and fair approach and do our best to help where we can.

    Please note that many discount codes have specific terms and conditions, including expiry dates or limited availability.