FAQ — School Courses

How can I book a course?

You can either book online (24hrs a day) or over the telephone (Monday –Friday, 9am-6pm).

How do I make payment?

Payment online or over the telephone can be by credit card or debit card. Payment can also be made by cheque, made payable to The Elms and sent to: The Elms Sport in Schools Ltd, Pynnacles Close, Stanmore, Middlesex HA7 4AF. Please note bookings cannot be confirmed until payment has been received and cleared.

Will I receive confirmation of booking?

Yes, if you book online, you will receive an email confirming the transaction and details of the course booked.

If you book over the telephone you will receive an immediate verbal confirmation, followed by an email detailing your booking.

Can I book a trial session for my child?

Although we cannot take a booking for just 1 week, if you book a course for your child and after the first session they decide that they do not wish to continue with the course, we will happily refund you for all outstanding sessions.

What happens if my child misses a session?

We can only offer refunds if the School or The Elms Sport in Schools cancels a session. In the event of a child missing a session due to another commitment, or illness, we cannot offer a refund.

What should my child wear?

Please check the school flyer as this can differ from school to school – however, common sense regarding weather conditions prevails!

What should my child bring?

If attending an after school activity, some children may like to bring along a small snack to have at the start/end of the session, i.e. a cereal bar.

Does my child need to bring any equipment?

We supply all equipment, enough for each and every child – from smaller equipment and softer tennis balls for the younger children up to KS2 equipment for the older children.

What qualifications do the coaches hold?

All our professional coaches are fully qualified to at least a level 2 in their specialised sport. They also attend regular, compulsory, in-house training throughout the year on a wide range of other sports. All are enhanced DBS checked and carry first aid, child protection and safeguarding certificates.

How will my child be supervised from school to sports session?

There will be a procedure in place between school staff and Elms Sport in School staff which will ensure all children get safely from classroom to session. Parents simply collect their child after the sports session. This routine will be exactly the same every week. Please note, a child must never be collected during a session without first informing the coach.

What happens in bad weather?

Please check the school flyer as some schools have indoor facilities and the lesson can then be moved and adapted to an indoor space. In some instances we may have to cancel the session and would advise parents by text, giving as much notice as possible. The cost of any cancelled sessions would of course be completely refunded.

What is the procedure for children needing to visit the toilet during a session?

If a child needs to use the toilet during a session, they will be accompanied by another child – no child is ever left to go alone.

What is the procedure for children with specific medical issues?

When booking, you will be asked if there are any medical conditions we need to know about such as allergies, diabetes, asthma, epilepsy etc. Remember, the more you tell us, the better care we can provide. If your child requires any medication, please advise if this is kept in the school or if the child will have it with them. In the case of a child carrying an Epi-Pen, we will need to know if you would require our coach to administer this if needed, or school staff.

What happens if my child has an accident at camp?

Please do not worry, our coaches are all first aid trained. Fortunately, the majority of injuries are scrapes, grazes, stings etc. If a child was to suffer anything more serious we would contact you immediately.

What happens if I am late collecting my child?

If a parent is running late, the first thing to do is contact our Head Office, who will inform the coach. We do understand that sometimes this is unavoidable; however, in the case of repeated lateness this may affect the child’s future bookings.

What is the procedure for somebody else collecting my child?

You must advise Head office of this arrangement and they will then inform the coach. We would require the full name, contact number and relationship connection of the named guardian.

Do you have a Safeguarding Children Policy?

Yes, this policy is adhered to by all staff and is reviewed annually. If a parent/guardian or school would like to view this policy, or indeed any of our policies, please contact Head Office.

What happens if I am not happy with the service provided, or the coach?

If you have any concerns, please contact our Head Office. We always listen to feedback, investigate fully and then take appropriate action – whether that is speaking to the coach, the school or sending an assessor to monitor the next session. We would of course keep you fully informed of our findings and advise you of the decided course of action. 

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