Payment, Cancellation and Refunds
Customer Protection Plan (CPP)
• CPP included in the base price of all Camp Ally Pally Product bookings. This means you may
cancel your booking up to the 48 hours before the delivery day and you will get back
everything but the CPP premium which is 50% of your booking.
• Cancellation must be in writing.
• Refunds can also be as a credit kept on file to be used for any future Camp Ally Pally Product.
There is no expiry date on credits and the CCP premium is not deduced from credits kept on file
for future use.
“10% off” Reward Vouchers
• These can be redeemed only once within in the time period.
• These CAN be combined with other discounts currently in place e.g. Early Bird and Multi-book
• Vouchers can NOT be exchanged for cash refunds
• Vouchers ARE transferable to siblings or your friends
• Only full payment is regarded as acceptance of our booking conditions.
• Camp Ally Pally accepts payment by credit or debit card.
• No booking is fully confirmed until a full payment is received.
• To qualify for the Early Bird Booking Rate, bookings must be paid for before or on the
date of expiry (see website for specific Season discount dates)
• Children booked from overseas are required to have a good level of spoken English so that
they can follow the instructions from the leaders and are able to communicate with the other
• Unfortunately, we do not teach English on our camps.
• We require a local telephone contact number once you are in the UK, in case of an
Pricing & Discounts
• All prices and costs listed are inclusive of VAT. A VAT invoice can be issued upon request.
• The best discount will always be offered to you at the time of booking.
• The Multi-Day/Sibling Discount is available once the Early Bird Discount has expired for
the appropriate Season. Discounts cannot be combined.
Changing your Booking
• With less than 14 to 7 days’ notice we will endeavour to change your dates within the same
season (e.g. Summer), subject to availability.
• We are unable to guarantee any changes with less than 7 days notice.
• Only in exceptional circumstances we may have to cancel particular dates/venues.
• In this event, we will give those booked onto the programme at least 14 days’ notice and
will offer a suitable alternative if one is available. Or put a credit to the value of your booking
on file for future use on any Camp Ally Pally product; or refund all monies paid for the dates
cancelled, if preferred. In this instance we will absorb the PPC of 25%.
Available Dates and Activities
• All the information in our literature is correct at time of printing.
• Changes may occur and, if so, Camp Ally Pally will inform parents via our website or tag pay
App as quickly as possible.
• Not every activity pictured in our literature is available at every venue.
• Please check venue-specific details using the camp finder on our website to find what’s
available and where.
• Activity programmes are subject to change in the event of unsuitable weather or other
circumstances beyond our control.
• Our standard hours for all camps and courses are 9:30 am to 4:00pm.
•. Our early bird session starts at 8:30am costing £5 extra
•. Our late pick up is at 5:00pm costing 5 extra.
• Only in special circumstances can a child be dropped off early or / picked up late to a
maximum of 30 minutes per session, a charge of £10/day/family is applicable.
• All children must be collected by 4:00pm unless you have booked otherwise.
• If for any reason you are detained and unable to collect by 4:00pm, we ask that you call us
as soon as possible.
• Two members of staff will wait with your child until they are collected.
• You will be charged a late pick-up fee of £5 for every 30 minutes after 4:00pm to cover
this staffing cost.
• We reserve the right to refuse future bookings from parents who continually pick up late.
• We respectfully remind you that children need to bring their own packed lunch, mid-
session snack and drinks bottle. Camp Ally Pally do NOT provide any food, snacks or juices at
camp. We do have drinking water on site to keep your children hydrated throughout the day.
• We have a no sharing food policy. We respectfully ask for nut products (such as peanut
butter, Nutella and bags of nuts) not to be placed in pack lunches.
• Campers should wear appropriate clothing for indoor and outdoor activities.
Drop-Off and Collection Procedures:
• Children must be scanned in via our Tag pay app in the morning and scanned out in the
evening. You will receive automatic text messages when this occurs, so you are aware of your
Please ensure you have confirmed the names and phone numbers for the collectors of your
children throughout the camp.
You can notify us in advance about a change of collector by phone or email.
Only the named persons known as ‘Collector’s on the register are permitted to collect your
child/ren unless we have been told otherwise.
Please always ensure collectors always bring photo ID with them.
If any persons attempt to collect who are not on the register, you will be contacted by
telephone to confirm their identity.
We may also take a photo of the person collecting for our records.
• All children in our care are covered by our Public Liability Insurance.
• Camp Ally Pally Holiday Camp requires that all children who are ill or infectious be kept
home for the full duration of their ailment, and for 48 hours after the last symptom occurs.
• Camp Ally Pally will only administer medication in an emergency, as instructed by the
parent and if it has been prescribed by a doctor or other health professional.
• In the event of an accident, first aid will be administered to children in our care, and the
emergency services will be called if necessary.
• Essential prescribed medication must be handed in to each child’s Camp Manager for safe-
keeping, in accordance with Ofsted recommendations.
• We suggest that all parents whose children carry Epipens arrange for a qualified medical
practitioner to demonstrate use of the EpiPen to our first aider, Camp Manager and Crew
Leader on their first day at camp. If this is not possible then we will accept a demonstration
given by a parent/guardian instead.
Photography and Video
• Please be aware that we occasionally take photographs/videos of children on camp for our
promotional material. We obtain your prior permission to do so on the booking form.
Equal Opportunities and Child Protection
• Camp Ally Pally is an equal opportunities employer and welcomes all children, regardless of
their gender, ability, race or religion.
• Each child attending camp is of equal value and is entitled to equal access of opportunity.
• We operate a zero-tolerance policy on discrimination or bullying of any kind.
• Camp Ally Pally has legal obligations in relation to Child Protection.
• As a caring organisation, any suggestion of child abuse or neglect will be investigated and
reported to our regulator, Ofsted, or other official agencies.
• It is our policy not to exclude any child due to specific needs, wherever possible.
• The needs of each child vary, so decisions are made on a case-by-case basis, depending on
the level of support each individual child requires to enable them to fully participate in and
enjoy activities at any of our camps and courses.
• We request that parents of children with specific needs contact Head Office to discuss
how we can best accommodate their child and consider whether any special arrangements need
to be made.
• On rare occasions, if a child proves incompatible with the general well-being of camp, e.g.
they are involved in bullying or are engaged in disruptive or aggressive behaviour, we reserve the
right to exclude them.
• No refund will be made for any remaining days booked, and any costs associated with the
exclusion, including transport home, will be the parents’ responsibility.
• We will use your details to contact you via email/mail or text with future information
about our services.
• You may opt out of our mailing list when booking or afterwards at any stage. If you do not
wish to receive such offers, you may also opt out of this at any stage.
• Camp Ally Pally is registered under the Data Protection Act.
• We aim to provide the best possible care for all children at all times.
• Please tell other parents if you are happy with your experience.
• If you have concerns or suggestions, please tell us; we value your feedback and use it to
develop and improve our services.
• Examples of parent feedback can be seen on our website for viewing.
• Concerns should be raised initially with your child’s Crew Leader or the Camp Manager for
The relevant Regional Manager at Head Office will be advised and will attempt to resolve the
issue to your satisfaction.
• Camp Ally Pally requires that all children who are ill or infectious be kept home for the full
duration of their ailment, and for 48 hours after the last symptom occurs.
• Camp Ally Pally will only administer medication if it has been prescribed by a doctor or other
• For health & safety reasons, we require that all children are fully toilet trained. We
cannot accept children that require nappies and reserve the right to exclude any child that does
not fulfil these requirements.
Behaviour Code of Conduct
• Camp Ally Pally encourages a relaxed atmosphere on Camp and aims to promote positive
behaviour at all times.
• Upon booking you agree that your child or children will:
• Respect the property of others
• Be patient, honest, fair, and polite to others
• Not use abusive or obscene language
• Not be aggressive in the way they speak or behave towards others
• Will respect and treat others as they would wish to be treated
• We have a responsibility for ensuring the well-being and safety of all children in our care
and have approved procedures for managing behaviour.
• The company follows a zero-tolerance policy on discrimination, bullying and persistent poor
behaviour of any kind, irrespective of any special needs.
Privacy Statement and Data Protection Notice (GDPR):
We are Camp Ally Pally Registered Partnership and this data protection notice gives detailed
information as to when and why we collected personal information from you, how we keep it
secure and how we use it.
On 25 May 2018, the General Data Protection Regulation (GDPR), a new EU regulation which
relates to the processing of personal data, came into effect. This new regulation is aimed at
protecting people’s personal data and electronic privacy. Camp Ally Pally has an updated our Data
Protection Notice in line with the new General Data Protection Regulation (GDPR).
1. How We Collected Your Personal Information
We collected information when you interacted with us including when you visited our websites,
signed up for our emails (whether online, in person or over the phone).
We collected your personal information in one of the ways described below:
1. When you contacted us to book over the telephone or by email
2. When you booked online
3. When you booked in person at one of our events
4. When you booked via paper enrolment form
5. When you entered into a competition operated by us or one of our partners
6. When you created an online account
7. When you visited our website, including if you signed up to one of our email updates,
completed forms, shopped online at our online shop, applied for a job with us, created an
online account with us or posted a comment on a blog. If you had cookies enabled on your
web browser, in such circumstances, we may have used cookies to collect information about
your visit as you move through our website as further described here.
8. When you responded to a survey, we provided to you
9. When you completed online forms, such as for general contact or bookings
10. If you otherwise contacted us by telephone, email or post
1. What Personal Information We Collected
We collected information that was necessary to perform the services you have requested or
that was otherwise necessary for us to operate our services and continue to improve the
experience of our customers and employees.
We collected the following information from you:
Information obtained directly from you (for example, in person, over the phone, by post, or
when you interact with us online:
Contact telephone number
Where relevant we may have also collected:
Payment Card details (although please be aware we will not hold such information for any
longer than necessary to process your transaction)
Delivery address(es) and/or Billing address(es)
Details of goods and services purchased by you
Where you have left us a legacy, any information you have provided us with to administer
this, such as details of your next of kin, executor or solicitor
Information that you provide when you enter a competition or a promotion by us
Information provided in correspondence when you contact us
Information that you provide when you completed surveys that we use for research
When you visit our website, we may have used cookies and other similar technologies (including
similar technologies (and how we may use them to collect information from you in future if you
visit our websites or use our games and apps) is described here. If you would like further
information as to what information we collected using cookies and similar technologies, please
contact us using the details provided below.
We may also obtain information available from other external sources about you and combine it
with information we hold about you. This will only be done if this information is publicly available
(for example on Companies House or the land registry) or if you have given permission to a third
party to share this information.
1. Why We Collect Your Personal Information and How We Use It
We use the information we hold about you for a number of purposes including to provide
information you have asked for, to provide a service (or goods) you have requested from us, to
request additional information from you, to develop and improve our services and to raise money
for and otherwise operate. Below we describe how and why we use this information and how long
we retain it.
We may use your information in the following ways:
To fulfil our obligations under a contract with you and to otherwise carry out our business.
fulfilling purchases, you have made of our goods and services (including our events or other
processing your payments (although please be aware we will not hold your payment details
for any longer than necessary to process your transaction)
contacting you with any important information in relation to your purchase of goods or
services including confirmation of your orders, reminders, details of any changes, delays or
other information relevant to your booking, thank you letters for donations
contacting you in relation to the renewal of any annual agreement you have with us
contacting you in relation to any competition you may have entered into with us
for the internal administration of any of your purchases from us
contact you to respond to your queries (for example, if you email us with a question)
improving our websites and online services
fulfilling reporting obligations to our funders
When we have a legal obligation to do so
In appropriate circumstances we shall use your information to fulfil our legal obligations which
the use of CCTV recording equipment on our premises for monitoring and security purposes
detecting and reducing the risk of fraudulent transactions in person or online
undertaking due diligence to detect fraud, money laundering and credit risk and protect
the reputation of our company.
to keep our databases up to date
for our financial records, including for Gift Aid purposes
such other obligations as are imposed on us from time to time
deleting or updating the information we hold about you if we learn such information is
complying with your data rights (as further described below in section 5)
Health and Safety implications if appropriate, for example reporting first aid incidents
How long we retain your personal information for
We keep your personal information as long as necessary for the legal purposes set out above.
1. How We Share Your Personal Information with Third Parties
Camp Ally Pally will not share, sell or otherwise make available your personal information to
third parties without your express prior permission.
We shall share your data with third parties who are performing services on our behalf (for
example, where we use third party payment processing services), in order to comply with our
legal obligations (for example fraud protection) or in order to enforce our rights, property or
the safety of the Camp Ally Pally, our visitors or others.
We may share your personal information with the following organisations:
service providers working on our behalf. For example, this may include payment processing,
database services, website hosting services, providers or online and/or cloud services
third party data services and analytics platforms who assist us with segmenting and
understanding our audiences
If we have your permission, or it is otherwise made expressly clear in advance, we may
share your personal information with:
partner school venues
If we are required to do so by law (for example under money laundering or charity law
legislation, or under a court order) we may share your personal information with the police,
other law enforcement or regulatory bodies or a government authority investigating unlawful
1. Your Data Protection Rights
You have certain rights under data protection laws in relation to the personal information we
hold and are using about you. To exercise your rights, please use the contact details provided
under the ‘Contact Us about your personal information’ section below.
Your rights include asking for a copy of the information we hold about you, having any inaccurate
information we hold about you corrected, or to request that we stop using your personal
information in a particular way. Your data protection rights are summarised under the tab
You have the following rights under data protection laws in relation to your personal data, these
To be informed about how we use your personal data (the purpose of this Data Protection
To have accurate information held about you, and to have your details updated when they
are inaccurate. If you have an online account, you may amend your personal details and
contact preferences at any time. If you prefer, you can contact us by email, telephone, by
mail, or in person to update your details with us;
To ask us to delete your data (often called the “right to be forgotten”). We might not
always be able to delete it, under the law there are some circumstances in which we will
need to, or are entitled to, hold on to it;
To get a copy of your personal data. A subset of your data (limited to data that you have
provided to us) is available in a machine-readable format if required;
To object to how we use your data, and request that we stop using it for certain purposes.
There may be circumstances where you ask us to restrict such uses of your information,
but we are entitled to refuse that request.
To withdraw your consent, where we are using your personal information with your consent
(as described above in the ‘Why We Collect Your Personal Data and How we use it” section).
To ask us to transfer your data to another organisation, where your data is held in a
machine-readable, commonly used way, and can be safely transferred.
If we make a decision about you using automated means, you have right to request that the
decision be reviewed by a human; and
The right to make a complaint to the Information Commissioner (www.ico.org.uk) if you
think that any of your rights have been infringed by us.
To exercise your rights, please use our contact details below.
We may request additional information so that we can verify your identity (and to ensure your
personal information is not disclosed to any person who has no right to receive it). This may
A colour copy of your driving licence, birth certificate or utility bill
If your request relates to a specific transaction with Camp Ally Pally, evidence of that
transaction (i.e. a receipt or confirmation)
We may contact you to ask you for further information in relation to your request to help us
enact your rights in accordance with the law.
We try to respond to all legitimate requests within one month. However, occasionally it may take
us longer than a month if your request is particularly complicated or you have made a number of
requests. In such circumstances, we will notify you.
1. Security of Your Personal Data
Camp Ally Pally is committed to keeping your data secure. We use a variety of security
technologies and procedures to help protect your personal information from unauthorised
access and use.
The data that we collect from you may be transferred to, and stored at, a destination outside
the European Economic Area (‘EEA’). It may also be processed by staff operating outside the
EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other
things, the fulfilment of your order, the processing of your payment details and the provision of
support services. By submitting your personal data, you agree to this transfer, storing or
processing. We will take all steps reasonably necessary to ensure that your data is treated
securely and in accordance with this Data Protection Notice. This is done in a number of
different ways including:
The country we send the data to might be approved by the European Commission as being
The recipient is located in the United States and is a certified member of the approved
EU-US Privacy Shield Scheme; or
The recipient company might have signed up to a contract obliging them to protect your
In all such cases we shall ensure that any transfer of your information is compliant with data
However, please note that the transmission of data via the Internet is not completely secure.
Your communications may be routed through a number of countries before being delivered. We
cannot guarantee the security of any data transmitted to our Websites, however, once we have
received your data, we will use adequate security procedures to prevent unauthorised access.
1. Changes to This Data Protection Notice
We keep this data protection notice under review and will let you know about any changes made
to it by email or another suitable method of communication. The latest version of this notice will
always appear on this page.
1. Contact Us About Your Personal Data
If you would like more information or would like to raise any queries, exercise your rights or
make a complaint relation to our use of your personal information, you may contact our Data
Protection Officer using the following details:
Data Protection Officer
Camp Ally Pally
12 The Avenue