FAQ

Bookings FAQs

How do I book my child into an Aktiva Breakfast Club or After School Club at the school he/she attends?

Booking your extended school sessions is very easy!

Under your newly set up account you will be able to add your child/children and the details of their school, educational needs, allergy info etc. Once this is saved, you should navigate to “Home” and select the service you require.

For Breakfast and After School Club, you can book an annual pass which guarantees your child a place on the days you select at our club for the academic year or opt for Single Bookings/Ad hoc booking which can be booked up to 1pm on the day the service is required. Please note that Ad hoc spaces are dependent on availability.

What is an Ad hoc booking?

An “Ad hoc” booking refers to bookings made as and when you need them, and you do not hold an “Annual Pass Agreement” which guarantees your sessions on an ongoing basis. This gives you the flexibility to pick and choose the days you require for your child without long-term commitment (subject to availability).

What is the booking deadline for ad-hoc after-school club sessions?

Ad hoc/Single Booking Breakfast Club bookings – please book by 6pm the day before the session is required.

Ad hoc/Single Booking After School Club - We try to be as flexible as possible for our working parents/carers so after school club sessions can be booked up until 1pm on the day childcare is required, subject to availability. Sessions must be paid for at the time of booking and there is no refund for missed sessions. See terms and conditions for more information.

I have booked a session, but I cannot pay as there is a message that my order is awaiting approval.

Waiting Approval is an operational step where our operational team ensures we assess the requirements (medical, behavioral) of your child so that our staff site can meet your child’s needs. These bookings are reviewed at 8:30, 12:45pm and 5:30 daily. Please check your order online after the next time slot.

What are late fees and when are they charged?

On the occasion where you think you may not be able to pick up your child on time, please contact the Aktiva team at your school as soon as possible. The telephone number for each setting is on the Aktiva Camps Parent .

We will always keep your child safe until you arrive. Please note there is a late fee if you arrive at the club after the agreed pick-up time. A late fee is charged to cover the additional staff and school costs incurred by a late pick. See our Terms and Conditions for further details.

What happens if I need to cancel any ad hoc sessions?

Once an Ad hoc/single session booking is booked and paid for you will only be able to cancel if the session is more than 2 weeks away. You will be able to change dates with 2 weeks' notice.

What if my child is sick for more than a couple of days, can I get a credit or refund?

Aktiva Camps will not credit missed sessions that occur due toi llness.

Where can I find the prices of the sessions for my school?

Please download the welcome letter from the after school clubs space of your child's school. email bookings@aktivacamps.com and we will send you the fees for all our services for your school.

Payment FAQs

How do I pay?

Aktiva Camps accepts payment by credit or debit card, childcare vouchers,and child tax credits. Please note we do not accept American Express. Under no circumstances is cash accepted as payment for a booking at any Aktiva Camps site.

How do I pay with childcare vouchers?

If your employer offers a childcare voucher scheme, you may be able to use these vouchers towards the payment of your booking. Aktiva Camps accept the following childcare vouchers:

Allsave Limited
Busy Bees Benefits
Bravo benefits
Care 4
Childcare Choices
Co-Operative
Computer Share
Early Years
Edenred/Accor
Employers for Childcare
Enjoy Benefits
Fair Care
Fidelity
Gemelli
Kiddie Vouchers
RG Childcare
Salary Exchange Vouchers
Sodexo Motivation Solutions
Spelthorne Play Scheme
Tax Credits
TEDS Evouchers
You at Work

You will need to link Childcare Voucher payments within your booking each time a payment is made. This will ensure your child stays on our register and is collected for our Services.

How do I link my childcare voucher payments?

Select “My Bookings” once logged into our website.

Select the booking you wish to link a payment to

Scroll down, select the months you wish to apply your payment to and select payment option “Link payment to order with Childcare Vouchers / Gov Tax Free Scheme”.

Input your voucher number/bank payment reference/GOV tax free reference number into the description box.

If you have made payment for more than one booking, please ensure you repeat these steps for each booking.

How do I cancel or make changes or cancel my annual pass booking?

Please email bookings@aktivacamps.com with your cancelation notice. The bookings team will inform you of your last day of service. We have a 1-month cancelation policy. We will endeavor to make changes to the days you require within 5 working days, subject to availability.

Do you accept student finance grants – CCG Pay

Yes, we do! Please link your CCG account to Aktiva by using out CCG Pay number which is CCG6576283.

Other FAQs

Do I need to provide drinks and snacks for my child?

As part of our breakfast club service, we offer a healthy breakfast in the morning which includes cereal, fruit juice, toast, bagels and a selection of fruit. In our afterschool clubs, we provide a buffet style snack which includes wraps and sandwiches, fruit, cheese and crackers and vegetables/dips. For summer camps, you must send your child to camps with a nut-free packed lunch.

Drinking water is always available and children are encouraged to keep hydrated. Please ensure any allergies are disclosed on the registration online form when signing up for the Aktiva Services so we can provide appropriate snacks for your child.

When and how do I collect my child?

All our after-school clubs run from school finish until 5.30/6.00pm. You can pick up your child at any time, but we do ask parents to collect them promptly by 5.30/6.00pm at the latest. A late fee will be charged if children are collected after this time at £1 per minute. See our Terms & Conditions for further details.

Collection by non-named person - It is the parents’ responsibility to inform the Aktiva Site Manager if any parent, carer, grandparent etc. other than those named on the booking form will be collecting the child prior to collection. A password system will be used along with photographic identification checks.

If you need information on drop off for Breakfast Club and pickup procedures for After School Club for your school, please email bookings@aktivacamps.com.

My child is already attending a school run after-school club such as football, dance, drama. Can they then attend your after-school club?

your child attends the school the club is located at, then yes, they can. Please inform us by email to bookings@aktivacamps.com and the Aktiva team at your school will liaise with the school office to arrange drop off at the after-school club afterwards.

There is no reduction in the session fees if your child attends an additional school run activity before coming to the Aktiva session.

My child is going to be absent, what should I do?

We kindly request that you always notify us of your child’s absence. You can contact us via email at bookings@aktivacamps.comor by phone on 0203 551 8909 selecting 1 on your keypad and leave a message, ideally by 11am on the morning of absence or as soon as reasonably possible.

Aktiva Camps will not credit missed sessions that occur due to absence.

Is Aktiva Ofsted registered?

Yes, Aktiva camps is an Ofsted Outstanding registered childcare provider. We follow EYFS framework to the highest standard of care. These regulations help raise the quality of care and ensure the safety and wellbeing of children. The ofsted number of your child's school will be on the page for that school

Can you tell me about the staff who will work in the Clubs?

Aktiva Camps staff are enthusiastic, inspiring, and passionate individuals who are DBS checked to Enhanced Level and hold qualifications/have extensive experience in Play work/Childcare/Sports Coaching/Teaching. Club Managers will have a Level 3 or above in Play work (or equivalent) and most of the team will be at least Level 2 qualified in Play work (or equivalent). There is always a Pediatric First Aid trained member of staff on site. Staff receive ongoing training in various aspects of child supervision and care, including behaviour management, child protection and activity delivery.

What is the adult to child ratios?

There is always a minimum of two members of staff at each Aktiva Camp. We ensure that all staff to child ratios are met throughout the age groups of children and, where possible, offer better ratios than the recommended 1:8 ratio.

What if my child has an allergy?

When you register with Aktiva, we ask you for medical, allergy, and dietary requirements information. Our Send team will then be in touch with you to ensure we can meet the needs of your child.

Holiday Camp FAQs

How long do the days last?

At present we have 2 camp options: 9-5pm and the extended day 7.45-6pm.

What ages do you cater for?

Our Holiday Camps are for children in from 4 years to 11-year-olds.

What does my child need to bring/wear?

Please send your child with enough food to last the day. Please bear in mind they may need more than they would for a normal school day as they will be active all day. Make sure your child has a water bottle as they will be able to fill this up at the venue throughout the day. Aktiva operates a nut free environment so please ensure all contents of your child's lunch box is free of nuts.

Any active clothing that they can run and move around in is in however it needs to be clothing appropriate for the weather and activity. If it is a cold day then please send them with coats, hats and gloves. Although all our venues have indoor space if it is raining we may still be outside for a short time in light rain so if rain is forecasted please send them with a waterproof jacket.

Do you accept Childcare vouchers for camps?

Yes – please see the information above on how to pay

What happens if my child cannot attend, do I get a refund?

In the event of cancellation by you, a refund will only be payable if such cancellation is notified in writing to Aktiva Camps in writing to bookings@aktivacamps.com. This must be received at least fourteen (14) days before the commencement of the Camp. An administration charge of £20 per child will be deducted from the refund.

If, for any reason, the Camp is cancelled by Aktiva Camps, Aktiva will move the child to the next closest of our Locations. If this is not possible, the total liability of Aktiva Camps will not exceed the value of the payment made for the period cancelled.

COVID cancellation. Cancellation of a holiday camp booking due to COVID related illness will be credited and sessions used within a year of issue. Proof of isolation/positive PCR will be required.

HAF FAQs

I am eligible for a HAF funded space at one of your holiday clubs, how do I book?

This will depend on yourlocal authorities' process for booking onto a HAF camp.

Please ensure you have registered through your local authority if required.

Ealing, Hounslow – Ealing Family Services will invite you to register and book an Aktiva HAF Camp near you using their own booking system.

If you need help, then please email bookings@aktivacamps.com and the Aktiva team will help you to register and book.

I am eligible for HAF but my account shows that I owe payment, how do I remove the balance?

Please contact bookings@aktivacamps.com who will clear your account for you.