Terms of Service

Introduction 

Please read these Terms of Service carefully. 

These Terms of Service apply to the supply of any children’s activities whether booked by you on our website, directly with a member of Premier staff, or via your child’s school, including extracurricular clubs, holiday camps, wraparound care, courses, events, and other activities (each an ‘Activity’) supplied by Premier Sports Ltd (‘Premier Education’). No other terms apply. 

By booking an Activity with Premier Education, you confirm full acceptance of these Terms of Service and acknowledge that you have not relied on any terms other than those contained within them. Acceptance of the Terms of Service constitutes a legal agreement between you and Premier Education.  

Contact Details: 

Premier Sports Limited (“Premier Education”): Company Number 03774725 Old Apple Store, Church Road, Shropham, Norfolk, NR17 1EJ  

Email: [email protected] 
Telephone: 01953 499 040 
VAT Number: 917779766 

Your account 

You must be at least 18 years old and legally able to enter contracts. 

You agree to these Terms of Service and confirm your account details are completed accurately with up-to-date contact information. You agree to update these promptly if they change. 

You or Premier Education may terminate this agreement at any time, but (except as follows) any termination will not affect your existing bookings. Premier Education may suspend our service to you at any time with/without cause and will refund you for any unused sessions. 

Password: You’re responsible for keeping your account name and password confidential and secure, and for all bookings and transactions made using your account. You must immediately notify us of any unauthorised use of your account or if you believe your password has been shared with anyone else.  We don’t have access to your current password, and for security reasons, we may only reset your password. 

Booking and Activity 

Making a Booking 

Bookings for all Premier Education services must be made in advance of the session. A session cannot be added online less than two hours before the session starts. 

Prior to booking your child on an activity with us, you must create an account and complete all necessary fields relating to you and your child or children. We are unable to make any bookings without this information. 

Before booking, please ensure your child is available to attend the Activity and meets the conditions for participation in the Activity, as listed on our website. 

If your child / children meet the criteria of the course and payment is made, we will confirm your booking via the email address you have provided.  Your booking is not accepted by us until we send you this confirmation. 

Payments 

Premier Education accepts payment by debit, credit card, tax-free childcare and childcare vouchers.  

Parents who wish to reclaim childcare costs using Universal Credit should make a debit or credit card payment and contact [email protected] to request a statement to help reclaim.  

For further information on tax-free and childcare vouchers payments, visit our help centre here. 

Please note that we do not accept cash as payment for a booking at any Premier Education site. 

Full payment must be made at the time of booking if paying via credit or with debit card. 

If paying via childcare vouchers, please note that payments can take up to 7 days to arrive. Please use your Parent ID number as a payment reference. When payments fail to clear within the 7-day period, Premier Education will contact you to advise of the outstanding payment and request payment.  

Please note that having an overdue balance may lead to the termination of your child’s place within the club. 

Booking Services Fee 

The Booking Services Fee contributes to the costs associated with: 

• processing and managing booking transactions, including bank charges; 

• providing customers with access to self-service booking management tools; 

• enabling customers to amend, cancel, or manage bookings online (subject to the terms below); and 

• maintaining and improving the booking platform and customer experience. 

How the fee works? 

Every transaction made via the Premier Education website will incur a £1.25 Booking Services Fee, which is inclusive of VAT where applicable. 

Multiple bookings can be made within a single transaction. 

The Booking Services Fee applies equally to all customers and reflects the cost of providing and maintaining our booking and self-service management systems.* 

The Booking Services Fee is charged at the point of checkout and will be clearly displayed before payment is taken. 

Payment of the Booking Services Fee provides customers with access to self-service booking amendment tools via the Family Portal, subject to availability and published amendment and cancellation deadlines. 
The Booking Services Fee does not guarantee availability of alternative sessions, dates, or times when amendments are requested. 
Any additional costs arising from amendments (for example, adding sessions or extending hours) must be paid before the amendment is confirmed. 
The Booking Services Fee is non-refundable, except where a refund is required by law. 

*This excludes courses that are fully funded and free to attend, where no payment is taken from the customer. Examples include Holiday Activities and Food Programme, or school funded extra-curricular programmes. 

Changes to the fee 

Premier Education reserves the right to review and amend the Booking Services Fee from time to time. 
Any changes to the fee will be communicated to customers in advance and updated within these Terms of Service. 

Making changes to your bookings 

All customers can access and manage their bookings via the Family Portal under “My Bookings.” Every customer is permitted to make changes to your booking subject to it being permitted under our Terms of Service.  

All booking changes can be made up until 24 hours prior to the session start time. It will not be possible to change your booking online less than 24 hours prior to the session start time. 

All customers have the rights to cancel their entire booking by exercising your right of cancellation under the Consumer Contracts Regulations 2013 (more information on this is set out below). 

Adding sessions or time to a current booking 

A session cannot be added to your booking online if there is less than two hours before the course starts. 

Some settings may permit a manual ‘Emergency booking process’ where a contact number is provided to place a booking less than two hours before the session starts – this form of booking will incur a £5 late booking fee. Where applicable, a contact number will be shown as part of the booking process. 

Should this service not be offered at a particular setting, a message will appear on the family portal accordingly at this stage of the booking. 

Adding sessions or time to a current booking online more than two hours prior is permitted with no admin fee applicable but will be subject to availability. 

Adding a new session to a booking will incur an additional Booking Services Fee at point of transaction. 

Changing a booking 

Changing a booking involves moving a session or sessions from one date to another, reducing, or adding time to a particular session or sessions. 

Changes made to bookings can be for the same session type only. For example, you may only change a holiday club session or booking to another holiday club, not an extracurricular course. 

In most cases, the sessions you change to will be of the same value. However, there may be cases where the new session or sessions are of lesser value. In this case, this difference in value will be lost – no credits are provided. 

In the case that the change to sessions or sessions have a higher value, you will be required to pay the difference at the point of change. Please note that an additional Booking Services Fee will not be required unless you are adding totally new sessions. 

Any changes must be made 24 hours or more in advance of the session commencing. 

Customers cancelling a Booking 

Within the 14-day cancellation period 

Cancellations of bookings and refunds are only permitted under the cancellation provisions of the Consumer Rights Regulations. This means you have a period of 14 calendar days following your booking to change your mind and cancel the contract with us. 

To cancel your entire booking, you will be signposted to contact our customer solutions team who will take you through the process.  If any sessions have been completed prior to your cancellation, you will not receive a refund for those sessions. 

If you book one or more sessions that will start within 14 days of the time that you make your booking, you: 

• expressly request us to provide the relevant session or sessions during the cancellation period;  

• acknowledge that you will lose your right to cancel once the session or sessions have been provided; and 

• acknowledge that you must pay for any sessions provided up to the cancellation. 

Childcare funding schemes such as Tax Free Childcare 

In the case you have paid using a childcare funding scheme such as Tax Free childcare, any refunds will be issued directly back to the childcare account provider, not directly to you. This is to ensure any ‘top-up’ payments are returned accordingly. 

Outside of the 14-day cancellation period 

• Premier Education does not offer refunds outside of the 14-day cancellation period, except where required by law, therefore any cancellations made will not receive any monetary value or credit balances. 

• We appreciate customers may wish to remove specific sessions from their booking to ensure our registers can be kept updated to support positive safeguarding practice, therefore this functionality will be available within the Family Portal.  Please note that this does not mean that the session booking has been cancelled – you will still be charged for it. 

• As an alternative to cancellation, you can amend a booking as set out above. 

Credit Notes 

• Where a customer has a credit balance based on Premier Education’s previous Terms of Service, this balance will be honoured under the new terms. 

• These credit balances will still be displayed in the Family Portal. 

• Credit is valid until December 31^st 2025 and can be used for any Premier Education course. 

Programme Changes 

• Forced closures: If Premier Education is forced to close due to an external factor beyond its control, such as bad weather, infectious or contagious disease outbreak, power cut, boiler breakdown, Teacher Strikes or other industrial action, by order of Local Authority or Environmental Health, customers will be offered alternative dates or a different location where suitable. Should these alternatives not be suitable for customers, a full refund will be provided. 

Health & Safety 

• Full risk assessments are conducted for each Activity. 

• All Premier Education staff hold at least an Emergency Aid Certificate. 

• Parents/Guardians must ensure children comply with safety procedures for specific activities which will be provided via email prior to the course starting – e.g. wearing shinpads for a football session. We reserve the right to exclude children who fail to meet safety requirements. 

Food and drink 

• Parents/guardians are required to notify Premier Education of any special dietary requirements or allergies when completing the registration process and ensure that any changes are updated on their customer account. This information is made available to our on-site team via the course register.  

• Drinking water will always be accessible to children throughout our sessions. 

• Premier Education have a strict NO NUT policy, which must be adhered to by parents/guardians and staff during all service provisions.  This is for the protection of other attendees (children or staff) who may have nut allergies. 

Medical Information 

• Any relevant medical conditions must be disclosed at the time of booking and highlighted to the on-site manager at registration. 

• Essential prescribed medication must be provided to the on-site manager along with a medication consent form.  

• Children requiring medication will not be admitted to a session unless the medication and consent form have been provided.  

• Premier Education shall have the right to reject a medication consent form request if there is no staff member present who holds the relevant level of training or qualifications required to administer the medication safely.  

Safeguarding 

• All Premier Education staff go through a safer recruitment process, including enhanced DBS clearance and reference checks. 

• Staff also undergo specific safeguarding and child protection training. We adhere to our sector regulator’s standards (Ofsted) for childcare, ensuring each site has a trained Designated Safeguarding Lead (DSL) on site at all times. 

• Premier Education have legal obligations in relation to Safeguarding, with staff having a duty to respond if they suspect a child in their care may be suffering any form of abuse or neglect. Any disclosure of child abuse or neglect will be fully investigated and reported to our sector regulator, Ofsted, and all other child protection agencies.  
  

Inclusion and exclusion 

Admissions 

Premier Education’s provision caters for children in early years up to age 12. At times, requests by schools or our franchisees are made to offer programmes to children outside of this age range. To promote both inclusivity and safe practice, such requests go through a ‘New activity proposal’ process which includes completing an extensive risk assessment which is reviewed by Premier Education Head Office prior to approval. 

Inclusion 

Within this age range, Premier Education aims to make our programmes available to all children, regardless of gender, ethnicity, spoken language, beliefs, religion, socioeconomic status, or any specific needs. 

There may be occasions where a child with additional needs requires a level of care which falls outside of the expertise of our staff and/or the resources they have available. Where this is the case, Premier Education endeavours to assist by working with local agencies, such as the Local Family Information Service (FIS), to obtain the appropriate additional care and funding to support the child effectively. Please appreciate that these support requests take time to process, so we encourage parent/guardians to submit a booking request at least 15 workings days in advance where you know your child may require additional care. 

Where, despite our reasonable efforts to do so, Premier Education are unable to arrange appropriate supporting measures and/or adaptations, we regret that we may be unable accept your child onto our provision. 

Exclusion 

Premier Education endeavours to ensure that all staff and children attending our provision are treated with respect and always remain safe. 

Premier Education endorses a ‘FUN Agreement’ for all staff and participants to adhere to which you may see displayed within our settings. This is based on four key principles to promote a fun experience for all: 

• Fun 

• Learn 

• Safety 

• Respect 

This is our reference point to assess behaviour of any stakeholder involved in our provision. 

Premier Education staff are trained in effective behaviour management strategies, and are encouraged to work with schools, parents and children to promote consistent and positive strategies. This includes encouraging positive behaviour and providing clear guidance for managing inadequate behaviour.  

Premier Education has a responsibility and duty of care to ensure the safety and welfare of any child is not compromised, therefore any behaviour and conduct which does lot align with the FUN Agreement will receive a clear warning. In the very rare occasion that positive behaviour management strategies do not prove effective, Premier Education reserves the right to ask parents/guardians to remove their child from provision. 

Signing in and out of provision 

• Children must be signed in by a member of Premier Education staff upon arrival to any activity or provision. 

• A parent/guardian who made the booking must collect the child unless prior written consent is given for someone else to collect them. 

• Premier Education implements a ‘Password collection’ system at every setting. Therefore, where another adult is collecting the child, they must know the collection password for us to release the child and sign over the duty of care. 

• Parents/guardians or another adult (where permitted) must physically sign out each child upon collection. 

• Additional information on signing in and out of provision can be found without Premier Education’s policies and procedures. 

Late collection 

Premier Education understand that, at times, parents/guardians may be delayed in collecting their child, and we will always ensure that we do our utmost to support our families where possible. 

When a child is collected late, it has a subsequent impact on our staff members and quite often the setting where our provision takes place (e.g. a school). Therefore, Premier Education reserves the right to charge a ‘Late collection fee’..  If you are running behind schedule and your child will be collected late, please make our head office aware so our team at the site can be notified in advance. 

In the event of a child not being collected on time, we will attempt to call the parents/guardians and an emergency contact at least 3 times. If we are still unable to make contact, we will follow our Safeguarding policy and uncollected child procedure. 

We always strive to offer parents/guardians the support needed; however, if late collections become a recurring event, we reserve the right to fully withdraw our service.  

Filming/Photography 

• Parents/guardians can opt-in or opt-out at any time during the booking process. 

• Subject to the point below, we may take photos/videos for promotional use. 

• No media featuring a child will be published without explicit consent. 

Personal belongings and devices 

• We recommend that valuables, including tablets and devices should not be brought to activities. Premier Education do not accept responsibility for loss/damage to personal belongings, unless caused by our negligence. 

• We advise parents and guardians to ensure all bags and clothing are clearly labelled with the child’s name.  

• Children are not permitted to use their personal devices during Premier Education activities. 

• Should parents/guardians need to urgently speak to their child, then they are to contact the site mobile number, or our head office. 

Promotions 

Discount Codes 

• Booking must be made before the individual code expiry deadline. 

• Voucher code can only be used to the value of the pre-determined discount. Any additional charges will need to be paid at the time of booking. 

• All voucher codes are only applicable for future bookings and cannot be redeemed against existing bookings. 

• Receiving a voucher code does not guarantee a booking on a particular event prior to placing a booking – these are subject to availability. 

• Any voucher/promo code redemptions are non-refundable upon cancellation and cannot be exchanged for a monetary value. 

• Discount vouchers or offers can only be used for the purpose stated. 

• Only one offer or discount code can be used per booking. 

• Each voucher code can only be used once per customer. 

• Any codes used outside the above terms and conditions will be voided, and you will be liable for the full charges. 

• Sibling Discount is valid for bookings containing two or more siblings (with the same surname) that are registered under the same family portal account. Discount is automatically applied upon checkout.  

Referral scheme 

Key Conditions to Redeem the Rewards 

Referrer Rewards 

• Referrer rewards can only be used in online bookings. 

• The referrer is offered 20% off for each friend who orders for the first time. 

• This offer can be shared for 3 months from the date of acceptance by the referrer. 

• In order for the referral to qualify for the reward the referred friend must be a new customer to Premier Education and over the age of 18 and the referred friend must meet the conditions of their reward. 

• Rewards can only be applied to all course types. 

• There is no requirement for the referrer to be an existing Premier Education customer. 

• In order to share this offer the referrer must be over the age of 18. 

• Maximum discount amount in total is £25. 

• Rewards will be cumulative and so if multiple qualifying referrals are made to Premier Education, multiple rewards will be delivered to the referrer, subject to a limit. A Referrer may not earn more than 5 within any 24 hour period or 25 within last 12 months or 1500 GBP of reward value within last 12 months. A Referrer should not expect their referred friends to be given rewards automatically if they are referring more frequently than 10 friends within any 24 hour period. 

• Rewards will be delivered to the referrer on the day of the referred friend’s purchase provided the referred friend’s purchase is not cancelled 

• The Referrer will be notified by email once a referred friend has purchased and when the reward has been earned. 

• Rewards will be valid for 3 months from the date earned by the referrer. 

• Premier Education reserves the right to refuse the issue of any reward to any Referred Friend or Referrer at any time. 

• Premier Education reserves the right to vary any and all elements of this offer at any time without notice. 

Referred Friend Rewards 

• Referee rewards can only be used in online bookings. 

• The Referred friend is offered 20% off when they place their first order. 

• The reward is valid for 7 days from the point of issue to the referred friend. 

• In order to qualify for the reward the referred friend must be a new customer to Premier Education and over the age of 18. 

• Any rewards will be revoked if a refund is requested on the order for which the reward was offered. 

• Rewards can only be applied to all course types. 

• The Referred friend reward cannot be claimed by the same person making the referral 

• Referred friend rewards cannot be combined with other discount codes in a single order. 

• There are limits in place on how many and how frequently referrals can be made by any single referrer. Rewards may not be given if those limits are exceeded. 

Full Mention Me terms and conditions valid from Wednesday, 18 September 2024, v.1.5 (English (UK)) can be accessed here. 

Compliments & Complaints 

• We welcome you sharing any feedback in a constructive manner with our staff directly at events as hearing it from you directly is great! 

• We also encourage all customers to leave a Trustpilot review to share feedback on your experience. 

• Premier Education aims to work in partnership with schools and parents/guardians to deliver a high-quality service for everyone. In the unfortunate circumstances that we fall short of your expectations, we appreciate you informing us to help us strive for continual improvement.  

• In the unlikely event that you have a complaint, please follow our complaints procedure for full details, but in the first instance please raise your concern with setting lead or manager. 
  

Policies & Procedures 

Premier Education is a franchise business; therefore some policies are set by our Head Office, and others are localised for franchisees and individual settings. 

For further information of policies and procedures, please request via [email protected]. 

Insurance 

Premier Education has Public/Employee Liability insurance cover, as will each franchise business in our network. Where applicable, a copy of the franchisee insurance policy will be available and on display at each of our sites. 

Legal Information 

• Our website may contain third-party information, for which we do not accept liability. 

• Premier Education owns site content; it should only be used for bookings. 

• Our Privacy Policy is available at https://www.premier-education.com/privacy-policy/. 

• If a term within these Terms of Service is unenforceable, the remaining terms remain valid. 

• These Terms of Service are governed by English law and subject to the exclusive jurisdiction of the Courts of England. If you live in Scotland or Northern Ireland, you may bring proceedings in your respective courts.