What is your refund policy?
Our full refund policy is found in our Terms and Conditions.
Cancellation - After School Clubs
We will only credit if at least 6 DAYS notice is given. When a customer wishes to cancel or amend an order, you can amend your order online yourself via 'My Account' as long as you want to amend within the 6 day notice period. If you are outside of this period the session will be greyed out and unable to be changed and therefore he/she must directly notify Shine via i[email protected] or call 01174 033 033. Cancellations or amendments of an activity to an alternative day made after this period will be charged in full with no credit or refund applicable. You may swap to another activity on the same day, subject to availability, free of charge, please email [email protected] with your request for the change.
Cancellation - Holiday Clubs
Over the Holiday periods our cancellation policy is 48 hours before the start of the activity to receive a credit or refund, You can amend your booking online or please email [email protected] with at least 48 hours notice and we can amend your booking.
Cancellation - Development Squads
Where a squad is paid 'per term', or monthly via Direct Debit, there is no credit or refund for a missed session. If you wish to cancel the remaining sessions for any reason, please email [email protected] to arrange your cancellation.
Our 6 day cancellation policy remains in place in the event of isolation due to COVID-19 isolation with refunds considered only in exceptional circumstances.
How does Shine cater for children with SEND?
Our Inclusivity Statement
At Shine we believe every child is special and we celebrate their difference. We encourage equality of opportunity at all our activities, and wherever possible, aim to make them accessible as well as safe. Whether it's promoting good sportsmanship or directly challenging incidents of prejudice and discrimination, we aim to make every child and employee feel equally valued and important.
Wherever we can, we will make reasonable adjustments to our activities in order to cater for all children and staff. We stand against discrimination of race, ethnicity, nationality, class, religion, culture, gender, language, sexual orientation, disability or additional needs. We strive to continuously develop our ways of working so we can provide families with a high quality of care provision with the resources we have available. We will involve parents and carers at every stage in plans to meet their child’s additional requirements, and where necessary involve children themselves in the planning and decision making that affects their experience.
Our Process
We have an inclusion provision team headed by our Inclusivity Co-ordinator. The more information we have, the best we can support children with SEND. Each term, our Inclusivity Co-ordinator makes applications to the council to fund additional support. We use this funding to provide additional staff members for children with more complex needs. Where possible, we run a trial session where we can assess what level of support the child may need, before discerning the best course of action. We provide regular inclusivity and disability training to our staff members, and put 1:1 coaches on more specific courses.
If you have any queries about our Inclusion Provision, you may email our Inclusivity Co-ordinator at [email protected].
Holiday Club Addresses
Shine Sports Hall - Brecon Road, Henleaze, BS9 4DT
Shine Sports Ground - Lime Trees Road, Horfield, BS6 7XW
Other venues may include:
Elmlea Junior School - The Dell, Bristol BS9 3UF
Flax Bourton Primary School - Station Road, Flax Bourton, Bristol BS48 1UA
Portishead Primary School - Station Rd, Portishead, Bristol BS20 7DB
Southville Junior School - Myrtle St, Southville, Bristol BS3 1JG
Payment Terms
We accept payment by debit cards, Child Care Vouchers, Government Tax Free Voucher Scheme and Direct Debit.
Payment: We offer part payment options for anyone not wanting or able to pay for 2 terms upfront which is available when you checkout after choosing your clubs. By choosing your payment option and then stating how much you are paying by that method. If you have any issues, or you wish to set up any payment plans specifically for you as we are very accommodating to individual financial needs, please call us on 01174 033 033 and choose the accounts option who will be able to assist.
We politely request that you pay for any childcare before the date the session is due to start.
Sun Cream Policy
When we are lucky enough to have the sun appear, please ensure your child has sun cream and a named hat on arrival. Shine will have sun cream on site and whilst staff will not physically apply sunscreen to children, Shine staff will encourage and supervise children to apply sunscreen themselves.
Booking Errors
It is the customer's responsibility to ensure that their bookings are completed properly. This includes the following;
Age Groups
Please ensure that your child is booked on to the correct activity for their year group or age. If a child is booked in to a session that is not the correct age group, Shine reserves the right to remove the bookings so that the customer can book the correct session. Any children booked into the incorrect activity on an After School Club will be taken to the office and adults will be contacted, as with a child who has no booking.
Double Booking
Please ensure that you have not booked your child onto 2 sessions that are happening at the same time. We are unable to process credit for sessions where customers have booked their child onto multiple sessions outside of our 6 days' cancellation period for After School Clubs or 48 hours' for Holiday Clubs, as per our Terms and Conditions. This also the case if a date has been booked accidentally.
Amending Orders
When amending an order on the website, please ensure you complete your booking. You will receive a confirmation email in regards to changes to your booking. If you need any additional support with your bookings please email us at [email protected] or call us on 01174 03 3033.
Lost Property
After School Clubs
Lost property remains at the venue in our after school club settings. Please speak to the coach at collection or email [email protected] for more assistance. Lost property will be recycled, rehomed or disposed of after 4 weeks if it is not collected.
Holiday Clubs
Lost property at our holiday clubs will remain at the site where it has been lost. Once the sessions have ended at our school venues, lost property is returned to the Sports Hall, BS9 4DT. Lost property will be recycled, rehomed or disposed of after 4 weeks if it is not collected. Please email [email protected] for more assistance.
What are your Policies and Procedures?
Shine have 4 robust documents to support our practice.
- Shine’s Safeguarding and Child Protection Handbook has been written in accordance with Bristol Safeguarding Children’s Board.
- Shine's Policies and Procedures, which includes behaviour management.
- Shine’s Employee Handbook.
- Shine’s Health and Safety Policies Handbook.
If you would like any information contained within these documents please contact us on [email protected].
How does Shine deal with Safeguarding?
Safeguarding is at the centre of everything we do. Bryonee Browne is our Designated Safeguarding Lead. Should you have any safeguarding concerns regarding a child or a member of shine staff, please contact Bryonee on 01174 033033 or 07495020843 . If Bryonee isn't available for any reason you will be passed on to a Deputy.
After School Club - Re-Booking
After School Clubs are available to book for 2 terms in advance and up to 12:00 on the day of the activity.
All Shine Breakfast and After School Clubs are first come first served.
Holiday Club - Wraparound Care
We offer wraparound hours at selected venues.
Morning 07:45 - 09:00
Afternoon 16:00 - 18:00.
When you add your activity of choice to your basket, you will be able to add on your additional hours.
First Aid
Shine understands the importance of health and safety. There are qualified First Aiders on site at all of our sessions and settings, as well as appropriately stocked first aid kits.
Please let us know, in their medical notes, if your child has an allergy to plasters so that we can find a suitable alternative should they require one.
If your child receives first aid on one of our sessions, a first aid form will be completed and this will be handed to the adult who collects your child from the session. In the event that this form is not handed over, a coach or other member of staff will be in touch after collection to pass on the information contained on the form.
Are Shine staff DBS checked?
As one of the leading sports coaching providers in the region, Shine recognise the importance of ensuring all staff are supported and DBS checked.
Is Shine Ofsted registered?
Yes, Shine's Ofsted registration number is EY561377
Do Shine accept childcare vouchers?
Yes, good news Shine accepts childcare vouchers. Our details are:
Company Name: Shine Wraparound Care Limited
Company Address: c/o Shine Community Sports Hall, Brecon Road, Bristol BS9 4DT
Ofsted Registration Number: EY561377
When you contact your voucher provider, please refer to the details above, even if the location of the activity you have booked is different than our HQ. If you require any advice please call our Childcare Voucher Helpline on 0117 4033 033 (Monday to Friday 09:00-16:00) or email [email protected].
Here is a list of the providers Shine is currently registered with and the relevant reference/account numbers:-
- Apple Childcare Vouchers
- Bristol City Council (electronic payment only please - no paper vouchers, contact [email protected]).
- Bath & North East Somerset Council (electronic payment only please)
- Busy Bees - refer to Ofsted number EY487213
- Care4: 74703599
- Childcare Account
- Childcare Grant Service
- Childcare Voucher Solutions
- Computershare: 0021955615
- Co-operative Flexible Benefits: 85110979
- Edenred: P20980343
- Employers for Childcare
- Enjoy Benefits:
- Faircare:
- Fideliti Childcare: SHI074C or refer to Ofsted number EY487213
- Kiddivouchers - refer to Ofsted number EY561377
- PES
- Rascals
- RG Childcare: 91816199198
- South Gloucestershire Council (electronic payment only please - no paper vouchers)
- Sodexo: 839823 (plus the postcode of BS9 4DT)
- Tax Free Childcare Scheme (please search BS9 4DT for location - we are listed as Shine)
Additional Information
- Please note you can only use your vouchers for your own children
- We only accept e-vouchers (no paper vouchers, thank you).
- If your childcare voucher provider is NOT on the list above then please contact us and we will liaise with your provider in order to be able to accept them.
My child has a serious medical condition or allergy. What should I do to alert the staff?
It is the responsibility of parents/carers to pass on any important information regarding specific treatment, medication or handling of any medical condition. There is an option on the medical information section to tick if you would like a manager to contact you prior to the booking to discuss your child's needs. Medication and a detailed care plan must be provided prior to attendance. If sufficient information or medication is not in place, Shine reserves the right to refuse attendance, for the safety of the child in question.
What are the signing in and out procedures?
Breakfast Club Signing in procedure:
It is essential that you handover your child to a Shine member of staff who will sign them in on the register.
Shine will ensure the children are taken to their class for the beginning of the school day.
After School Signing in procedure:
There is no requirement for you to sign your child into After School Club. Your child will always be signed in on our register by a Shine member of staff. For further information, for example walking bus procedures, please contact us for more information.
By completing an online booking with Shine your child's details will automatically appear on the official register for the activity you have chosen. On arrival, Shine staff will register your child and ensure everything is in order. The attendance register will be cross checked on regular occasions during longer activity days such as holiday clubs.
After School Signing out procedure:
Shine staff will sign your child out to you or an authorised adult as recorded on the register. This is when any messages or accident slips will be passed over. Please be aware that sign out is a busy time and your patience is appreciated.
Holiday Club signing in procedure:
Is is essential that you handover your child to a Shine member of staff who will sign them in on the register.
Your child must have the appropriate kit and anything required for their day as stated in the activity details, as well as the coach alerted to any additional information or medical needs,
Holiday Club Signing out procedure:
Shine staff will sign your child out to you or an authorised adult as recorded on the register. This is when any messages or accident slips will be passed over. Please be aware that sign out is a busy time and your patience is appreciated.
Authorised collection
An authorised adult must always sign a child out. You can authorise your child on your behalf via your attendee details, or by emailing [email protected].
Any verbal instruction regarding the collection of your child is accepted on the understanding that is is not officially recorded.
If your child is of an appropriate age to leave the premises unsupervised you must inform us in writing. We require consent either via your attendee details, where you can authorise your permission to leave unattended or if leaving unattended is not a regular arrangement please email to [email protected] with the details.
Will sporting equipment be provided?
Yes, sports equipment for the sessions are provided by Shine in all its activities EXCEPT for hard ball cricket when we can only supply the ball. The equipment is checked for quality and safety reasons and cleaned after every use. However, please note that personal sports gear and protective kit - such as a cricket box, football boots or shin pads - are not provided.
Do children need to be booked onto sessions?
For safeguarding reasons we require that all children are booked in using our online booking system. If you experience difficulty booking, you can email us on [email protected].
Parents can book their children into after school club sessions online up until 12pm on the day of the session. After 12pm you can call us on 01174 033 033 to book in. Where available, breakfast club can be booked right up until drop off. Children must be booked into a session that they are expecting to attend, if a child arrives at a Shine club without being booked on they will be returned to the school office so that they can contact the parents. If you then contact Shine and the child is then booked into a session, subject to availability, a £5 Late Booking Fee will be charged for the session, in accordance with our Terms and Conditions.
Holiday clubs can be booked online up until the start of the session, subject to availability.
If you need any assistance with your bookings then please contact us by calling 01174 033 033 or emailing [email protected].
What clothing and footwear should my child wear?
It is the customers responsibility to ensure that their child is provided with appropriate clothing and footwear for their selected activity. Advice on any specific kit will appear on the activity page during the booking process. It is advised the children arrive fully dressed for their planned activity, such as wellie boots when attending an outdoor adventure session in wet conditions. Children must bring their own shin pads and a protective box when playing football and 'hard ball' cricket respectively. Failure to do may mean they cannot participate in the session.
What happens to the personal information we supply to Shine when making an online booking?
All information provided to us by customers, such as medical information and contact details, are retained for internal company use only. We NEVER pass any information on to third parties or disclose any information to any other person. Customers can edit their marketing preferences by accessing their MyAccount section at anytime.
All card payment details are sent directly to Shine's online payment merchant Stripe. We never see any of this information. Stripe has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.
Do you accept children who are 4 years old into Holiday Club?
Children MUST have started into Reception at school in order to come to any Shine Holiday Clubs. We recommend Shine Mini's or Shine Creative as the most suitable activity options for 4 year old who are in Reception. We reserve the right to ask for them to be collected should they not cope well, but this is rare. To discuss the matter further please email i[email protected].