Terms and Conditions

Bookings

  • All bookings must be made through crew.uk.net
  • All bookings are subject to availability.
  • All bookings must be made in advance of the session starting.
  • The person making the booking accepts the booking conditions on behalf of the account holder.
  • All bookings must be paid for in advance at the time you make a booking.
  • Please see our holiday club policy for full details on cancellations and refunds

Late Collection Fees:

  • A charge of £7 per 15 minutes will be applied to all collections made after the advertised session end time.

Safeguarding and Welfare:

  • If your child does not arrive at the booked holiday club and we have not been advised of their non-attendance by you the parent, we will begin our Missing Child Procedure.
  • We are committed to safeguarding all the children in our care from harm and abuse.
  • CREW are obligated to report any suspected child abuse or neglect to the relevant authorities.
  • Parents must inform CREW of any conditions that may affect their child (medical, learning, behavioural, etc). If full information is not provided, this may result in CREW excluding them from certain activities or if it felt necessary, excluding them from using Hanwell CREW Zoo holiday Club.  In such circumstances no refund or credit will be paid.
  • CREW has a duty to protect the anonymity of the families we work with. Therefore, we will not divulge information unless there is a legal or safeguarding requirement to do so.

Medication:

 If your child requires medication of any sort, including an inhaler, the following must be in place before your child can attend:

  • Completed Hanwell CREW Zoo Holiday Club medical form, please contact CREW who will email a form
  • Permission to Administer medication form, please contact Customer Care who will email this to you
  • Our own supply of medication at the Zoo.

Please note: If the above is not in place, your child will not be able to attend the session

 Collecting:

  • Children can only be collected by an adult over the age of 16 who has been authorised to collect them.

 Exclusion:

  • CREW reserves the right to exclude or refuse any person without notice, if we consider that their presence compromises the good atmosphere of the club. Transport home will be the responsibility of the parent and no refund/credit will be available.

Forced Closures:

  • If Hanwell Zoo CREW Holiday Club is forced to close due to an external factor such as bad weather, infectious or contagious disease outbreak, Power cut, Teacher Strikes or other industrial action, by order of Local Authority or Environmental Health, customers will still be liable for fees incurred during the entire period of closure.

Schedule Changes:

  • Hanwell Zoo CREW Holiday Club may need to amend activity programmes, schedules, services, dates, times and/or venues on occasions that may be out of our control. This will be without refund or compensation to the customer.

Photography:

  • Hanwell Zoo CREW Holiday Club occasionally take photographs and videos at our venues which can be used for marketing and promotional purposes, including on social media. If you would rather your child was not included in any photographs, please ensure your child’s details are up to date.

Complaints:

  • If you or your child were not entirely satisfied with the services provided, we would appreciate the feedback.  Please see our complaints procedure for official steps obtainable from CREW.  If you feel the complaint outcome is insufficient or would like to escalate your grievance further, please email Ros Senior at ros@crew.uk.net

Liability:

  • CREW does not accept liability for personal injury or death of any participants unless directly caused by the proven negligence of the company or its servants.
  • CREW take no responsibility for any items that are lost/stolen or damaged at the club.

Lost Property:

  • On request, CREW will endeavour to return items that can be identified. Postage costs of lost property are the responsibility of the parent. Holiday Club lost property will be distributed to local charities two weeks after the school holiday.

Parent Abuse of staff:

  • The threat or use of physical violence, verbal abuse, intimidation or harassment towards our staff is likely to result in a termination of all direct contact. Such incidents may be reported to the police and this will always be the case if physical violence is used or threatened.

Data Protection:

  • CREW collect personal details for you and your child to register and enable us to process your booking.  It is your responsibility to ensure that you have the necessary permission to pass on the personal details of everyone required.  CREW may hold some of your details for future marketing purposes. Please let us know if you do not want to receive future communication from CREW.
  • Parents must agree to the terms and conditions of our booking system to book with us.