FAQ’s
Welcome to our Frequently Asked Questions (FAQ) page!
We know that planning the perfect holiday camp experience for your child might come with a few queries. That’s why we’ve created this comprehensive FAQ page – to provide answers to your most pressing questions, and ensure you have all the necessary information to make the best decisions for your child’s adventure with us.
Whether you’re curious about our camp programs, policies, safety measures, or just want to learn more about what a day at our camp looks like – we’ve got you covered. We’ve grouped the questions into categories for easy navigation, and our answers are detailed and straightforward to make your planning as smooth as possible.
Remember, your questions and concerns are important to us. If you don’t find the answer you’re looking for here, feel free to reach out to our friendly customer service team. We’re here to guide you every step of the way on this exciting journey.
Now, let’s dive into your questions and start preparing for a memorable Adventure Camp experience!
Daily
At our summer holiday camps, we prioritise grouping children with their peers of comparable ages. However, the exact groupings might differ based on the total number of campers we have at a specific venue. Generally, we group kids with an age difference of a few years, such as those aged between 9 to 11 years old. Occasionally, due to the size of the groups and the required ratios, there may be a wider age mix. For a detailed understanding of a regular day at camp and our grouping strategy, we invite you to explore our ‘Programmes’ page..
To start, please sign in to your account and verify that all contact details, as well as information about your child or children, are correct and current. If you’re unable to find your booking confirmation email or if it doesn’t appear in your account, don’t hesitate to reach out to us for assistance.
Every venue has unique access points and parking arrangements. To get accurate details regarding facilities, directions, and important updates, we strongly recommend reviewing the specific venue pages.
- A packed lunch: Note that our camp is a nut-free zone.
- Snacks for morning and afternoon breaks and a refillable water bottle, labeled with your child’s name.
- A swimming kit and a towel: Bring these on the first day (Check your venue for swimming facilities. Not required for Christmas camps).
- Appropriate clothing for both indoor and outdoor activities to accommodate varying weather conditions.
- Hat and/or suncream: Please ensure your child has suncream applied before coming to camp.
- A pack of tissues: To promote hygiene with the ‘Catch it, Kill it, Bin it’ initiative.
What Not to Bring:
- Mobile phones: Use of these is not permitted. If a child does bring a phone, it must stay in their bag.
- Equipment: We’ve got plenty!
- Money and valuables: This includes non-essential jewelry.
Kids are expected to carry their own lunch box, along with morning and afternoon snacks, and a reusable beverage container marked with their name. Our camp maintains a strict policy against any nut-based products.
While we understand the importance of friendships at our camp, we cannot promise to honor all friend requests due to the necessity of maintaining appropriate staff-to-child ratios. When booking, you may mention your friend request in the ‘child notes’ section, and we’ll do our best to accommodate it, especially if the children are of the same age. From the second day of each week, requests for group changes can be directed to the Site Manager.
Once your child is checked in, they will commence their adventure with various activity sessions. Each day at 9.30 a.m., our Site Managers initiate the day with an uplifting and engaging introduction that includes our core ‘S-T-A-R-S’ guidelines. This essential routine is fundamental to setting the tone for the day, establishing boundaries, and communicating crucial conduct expectations.
S – Show Respect
T – Take Safety Seriously
A – Allergy Awareness
R – Remember Your Buddy
S – Speak Out
Once the kids have savored their packed lunches, we host a series of ‘Mentor Games’. These light-hearted challenges provide ample time for the children to digest their meals before diving back into the day’s activities.
The ‘Mentor Games’ roster includes fun activities like the ‘Pharaoh Wrap’, ‘Spinning Penalties’, and ‘Outsmart the Goalie’.
While we understand the need to check in on your child, we aim to maintain an immersive and uninterrupted camp experience for all our campers. As such, we generally discourage direct contact with your child during camp hours. However, in case of emergencies or urgent needs, please feel free to contact our site managers using the site number displayed at reception, and we’ll assist in facilitating any necessary communication with your child. We assure you that our experienced staff keeps a vigilant watch over all campers and will promptly reach out to you if there are any concerns.
My Booking
Our multi activity programmes are suitable for children who have had their 5th birthday by the time they attend. We have programmes suitable for children up to 17 years.
(Selected venues run Mini Multi Activity programmes for 3 and 4 year olds)
If your child is unable to attend camp for any reason, don’t worry, we understand and our camp schedule is designed to be flexible. However, you’re not required to inform us of their absence.
Please note, if your child is unable to attend due to illness or for any other reason, we are unable to provide a refund as per our Policies and Procedures, which align with NHS guidelines for all sicknesses and contagious diseases. If your child is unable to participate for the entire week, please reach out to our team at 0113 4830280 for further assistance.
In order to minimize the chance of misplacing belongings, we recommend clearly marking all items such as clothing, beverage containers, and lunch boxes with your child’s name. Any items found or left behind will be kept at the venue for two weeks after the season concludes, allowing you ample time to retrieve them from your local camp venue.
We are thrilled to have international children join our camp! Proficiency in English is not a prerequisite.
Please note that our camps do not provide residential services, and unfortunately, we’re not in a position to assist with lodging arrangements for families visiting from overseas.
Our dedicated staff dynamically adjust the schedule and activities to deliver an optimal experience while prioritizing the safety and wellbeing of our campers.
In instances of high heat, we implement necessary measures to keep the children cool and hydrated. This includes frequent breaks, unrestricted access to drinking water, and opportunities to refill their bottles throughout the day. We ensure the kids are shielded from the sun during its peak and maximize the use of shaded areas. We strongly advise bringing ample drinks, a hat, and sun lotion to the camp. While children should arrive with sun cream applied, our Red Tops team will offer reminders and guidance on reapplication throughout the day. Please be aware, they are not authorized to directly apply the cream to children.
In the event of severe wet or cold weather, our teams modify the timetable and move activities indoors to keep the children dry and warm. For light rain, outdoor activities may continue, and hence, bringing waterproof attire is recommended.
Booking is easy! You can book online through our website. Our friendly Customer Support Team will be more than happy to help you through your booking if you have any problems, call us on 0113 4830280.
We stand by the promise of delivering an exceptional experience at our Adventure Camps, especially for first-timers. Our unique Satisfaction Guarantee reflects this commitment. Our goal is to inspire and delight every child, but if after their initial day, there’s any part of our camp experience that your child doesn’t enjoy, we want to hear about it. We pledge to do our utmost to make their second day truly exceptional. However, if we can’t meet this promise, we’ll offer a complete refund for the remainder of their booked days. Your child’s happiness is our priority!
We understand that life is unpredictable and schedules can shift. With this in mind, we offer free date changes for your Adventure Camp booking up to 14 days prior to your scheduled visit, provided it’s within the same season and we have open spots. Please note that any changes made less than 14 days before the desired change date will result in a £10 administration fee. If you’ve reserved a full week, we can only transfer the entire week’s booking, unless you’re willing to cover the cost difference to divide it into individual days. You can also cancel a booking or a portion of it up to 14 days before the start of your booking – we will reimburse all payments made, deducting 35% for the dates you intend to cancel. Regrettably, if cancellation occurs less than 14 days prior to the start of the booking, we can’t provide any refund.
Arrival and Collection
Your Pin Number is used as part of our security process when collecting your child. This can be inputted on your online account under ‘Pin Number’. If someone else is collecting your child, they will need to know this number (they don’t need access to the online account you can share via text for example).
If for whatever reason you cannot remember your pin number, our team will ask you 3 security questions before releasing your child.
Children aged 11 and over can sign themselves in and out of camp, with prior permission from their parent/ guardian. This must be selected online in the child’s details. If a sibling is attending camp too, the older child (11+) can sign out a younger sibling aged 8 and over, this must also be selected online in the child detail’s.
However, we offer an optional Extended Day Pass (EDP) where parents can drop off from 8:00am and collect until 6pm. EDP’s cost £10 per day (includes am and pm extended day) and can be added up to 24 hours in advance. Children with an EDP will enjoy supervised activities to keep them happy and entertained.
If you’re running late to collect your child, please call the office on 0113 4830280 as soon as possible so we can inform the Camp manager. We will give your child an Extended Day Pass (EDP) which you can pay for afterwards (£10) which gives you until 6pm to collect your child. If you are later than 6pm, we charge £10 for every fifteen minutes to cover the extra costs of having 2 members of staff staying late.
Friends or family members that have been authorised by you to collect your child from camp are able to collect. We ask that all parents/ family members collecting children bring the Pin Number when collecting, in order to confirm that they are authorised to collect.
Activities
Due to late bookings, weather conditions and changing numbers of children on camp, timetables are confirmed a week beforehand however please note that these will not be published on our website. If you would like to view the timetable please get in touch and we will be happy to email you a copy for your child’s group at camp. Our sample timetables are actual timetables from previous seasons and show the mix and type of activities children can expect.
We’ll be outside as much as weather permits at venues with outdoor space. Please ensure your child has clothing and shoes for both indoor and outdoor activities.
Swimming is offered at venues with a pool (check your venue for facilities), and aim to offer a minimum of 2 – 3 sessions each week.
Our swim sessions focus on confidence and water skills, giving children experience of a life-skill. Arm-bands/floats are provided for beginner swimmers. Each child’s swim ability will be assessed by the qualified swim teacher during the first session.
Bring a swimming kit including a towel. We recommend to bring it on the first day; you can check the group timetables at registration for set days for your child’s group.
Sometimes swimming may not be available due to external factors, such as pool maintenance but we will inform you of this in advance of attending camp.
Health and Safety
Inevitably, bumps and scrapes happen from time to time and there will be at least one First Aid qualified team member on site. For minor accidents, an accident form will be completed and discussed with you when you collect your child. We will contact you by phone in the case of a more serious accident or incident.
We trust that you will give us as much information as possible about any medical conditions for your child before camp starts via your account. Medical information will remain confidential and only be referred to by our on-site personnel. If you have any questions or concerns about the suitability of camp for your child, call 0113 4830280.
Our camps are ‘nut-free’ and we reiterate this to children each day as part of the daily welcome talk.
At the time of booking, allergy details should be provided for your child. Please speak to our Team if your child has had, or is at risk of anaphylaxis and requires an epi-pen.
We have public liability and employer’s liability insurance.
Other
At Adventure Camps, we value your feedback and are committed to providing the best experience for your child. If you have any concerns or complaints during your child’s camp stay, we encourage you to follow these steps:
Speak with the Site Manager: Our Site Managers are on-site to ensure the well-being and happiness of every camper. If you have any concerns, please approach the Site Manager at your venue. They are there to assist you and address any issues promptly.
Provide Feedback: We understand that open communication is essential. If you’re not comfortable speaking directly to the Site Manager or if your concern remains unresolved, please consider providing feedback through our camp feedback forms by clicking here. We take your feedback seriously and will work diligently to find a solution.
Contact Our Customer Support: If your issue requires further assistance or if you’d like to discuss your concern with our customer support team, please reach out to us via email at hello@united-education.co.uk. We are here to assist you and ensure your child’s camp experience is a positive one.
Online Complaint Form: If you prefer to submit your complaint online, please use our dedicated online complaint form click here. We aim to respond to online complaints within 24 hours, but please note that resolution time may vary depending on the nature of the concern.
We are committed to addressing and resolving any issues promptly and effectively. Your feedback helps us continually improve our camps and ensure that every child has a safe, enjoyable, and enriching experience. Thank you for entrusting us with your child’s summer adventure.
If your child misplaces an item during camp, please don’t worry. Reach out to our on-site camp team immediately to report the loss. They will do their best to assist you in locating the missing item.
We understand that kids can sometimes misplace belongings during camp adventures, so we’re here to help. Our team at the camp venue will provide guidance on searching for and potentially recovering the lost item. Please act promptly to improve the chances of finding the missing item.
If the item isn’t located during camp, don’t hesitate to contact the camp venue within two weeks after the camp session ends. During this period, the venue will retain any lost property found on-site. Valuables like electronic devices or jewelry will also be kept at the venue if found.
It’s essential to act quickly if you believe your child has lost a valuable or personal item. The camp venue will provide further instructions on how to arrange the collection of any lost property.
At Adventure Camps, we take lost property seriously and aim to assist parents in retrieving their child’s belongings whenever possible. We also believe in giving back to the community, so any unclaimed clothing items (excluding undergarments) may be donated to local children’s charities. Thank you for your understanding and cooperation in helping us manage lost property effectively. If you have any specific questions or need assistance, please reach out to our camp venue or our customer support team.