Our Holiday Camps Policy
YOUR PAYMENTS
Payment for any one-off session/event you book with us (such as our Holiday Camps) is taken on the day you purchase the session/event and will not recur (unlike our monthly membership plans, where payment recurs monthly for your regular sessions).
In the case of payment issues, such as your payment failing, you will need to contact your payment provider. If you have chosen to pay using a debit card, your payment provider is your bank. If you have chosen to pay via PayPal, PayPal is your payment provider.
Viva Gymnastics Club has neither visibility nor control over your payments, as they occur outside of our website with your payment provider, and we therefore cannot see why a payment has failed.
YOUR MEMBERSHIP
​
When purchasing a service from us, including but not limited to our Holiday Camps, you become a member of Viva Gymnastics Club and create an account on our website from which you can control your membership at all times. You can view your booked sessions/events and book onto more sessions/events by logging into your account and going to “My Bookings”.
REFUNDS
​
We have a general "no refunds" policy. The reason for our general “no refunds” policy is this: we are a small children’s charity that operates on a shoestring and reinvests our profits back into the Club. When our members purchase sessions/events with us, we pay costs including, but not limited to, hall hire costs, utilities costs, coaching insurances and staff wages to ensure the appropriate level of staffing for the number of people booked into each session/event. Whether or not you/your gymnast attend a session/event you have paid for, we have already paid to run that session. If you decide to reclaim money you have paid us to run sessions for you, we have still run those sessions and incurred those costs, and would therefore be operating at a loss, which as you will be able to understand is potentially devastating for a business, let alone a charity.
If you are not able to attend a session or event you have paid for, in some circumstances we may be able to offer you an alternative session or event on a different day or at a different site, where availability allows, but this is at the discretion of our Head Coach and you will need to put your request in writing to admin@viva-gymnastics.club in order for this to be considered. In exceptional circumstances we may consider issuing a refund, but again this is at the discretion of our Head Coach and must be requested in writing to admin@viva-gymnastics.club. We aim to respond to all queries within 5 working days.
​
Please DO NOT try to reclaim money via your payment provider, as we are often charged a fee which, as a small children’s charity, has a significant impact on us. If you reclaim money from us and it is deemed to be unfair, we reserve the right to seek to recover the funds, including any fees we have been charged as a result of the clawback, and we reserve the right to refuse future service to you. We are always happy to work with you to find a mutually satisfactory resolution, including discussing refunds with you via the procedure outlined above.
GENERAL SAFETY
If you are the parent or carer of a child attending gymnastics with us, it is your responsibility to make us aware in writing via registration/booking forms our website and/or by email of any relevant allergies, medical conditions, behavioural needs or sensory needs impacting your child, as well as of any medicines your child may need to be given during their session with us, which should be brought to the gym with your child in a bag labelled clearly with their name along with an action plan for administering said medicine. It is also your responsibility to keep us informed via our website or by email of any changes to that child’s medical information, sensory needs and emergency contact information.
For children’s safety, all children should be able to understand and communicate with our staff and should be independent when toileting and putting on their clothes and shoes. Children should come into the gym with NO jewellery for their safety. If we believe a child is not fit to participate in gymnastics due to illness or injury, we reserve the right to contact a parent/carer to request that the child be collected from their session early.
PHOTOGRAPHY AND VIDEOGRAPHY
During any normal session, we don’t allow photography in the gym. Please do not take photographs or videos of your child or any child when they are in our gym. If and when photography and videography is deemed acceptable (such as at events where parents are able to take photos/videos of their children participating in competitions and displays or being awarded medals and certificates, etc), coaches will inform parents that they are able to take photos/videos, but when doing so please refrain from taking photos/videos of anybody’s children except your own. We reserve the right to request that photos/videos taken of other people’s children be permanently deleted from your device.
BEHAVIOUR (in person and online)
We commit to treat you with respect and we would appreciate being treated with the same respect. We operate a zero tolerance policy on rude and aggressive behaviour towards our staff. Rude or aggressive behaviour will result in customer membership with us being terminated and the customer being blocked from signing up to our sessions in future. No refunds will be given in the case of membership cancellation resulting from rude or aggressive behaviour towards staff.
​
Dishonest or abusive comments on our social media platforms or in online reviews of our Club (including but not limited to derogatory comments about our staff or Club, either by name or description, as well as sharing of unauthorised pictures taken of staff members or Club premises/equipment for the above purposes) will also not be tolerated, and will result in membership being cancelled or future membership refused. No refunds will be given in the case of membership cancellation resulting from dishonest or abusive comments online.