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FISH: Terms and Conditions

The named person on the booking confirmation accepts the booking conditions on behalf of all participants named on the booking.

Data protection/privacy statement

Guildford Borough Council takes data accuracy and security seriously. The name and address of the child and any additional data you have provided to us is for the purposes of enrolling the child on this scheme and related administrative purposes. Information you provide to us will be used to:

  • process bookings for courses and events

  • send you information by letter, email or to contact you by telephone with information about the scheme

  • contact a parent or carer in the event of an emergency

  • check to see if a young person has any medical conditions or allergies in the event of an emergency

The personal information of both yourself and the child will be stored and processed securely in line with the Data Protection law and other relevant legislation.  It will not be disclosed to third parties for marketing purposes. We will only keep this information for as long as is administratively necessary. We may however share your child's information with third-party organisations (including Surrey County Council) for grant monitoring purposes, or for support with additional needs, and with emergency services in an emergency situation. Further details are available on our Data protection web page or from the Information Rights Officer, Guildford Borough Council, Millmead, Guildford, GU2 4BB (email: foi@guildford.gov.uk).

Photography and video

We may use photographs, film or words to publicise events, include in press releases issued to the media, in newspaper articles, magazines and other media such as websites, social media, information leaflets, electronic newsletters and presentations. So that Guildford Borough Council can comply with data protection and confidentiality regulations, during the booking process we will explicitly seek your permission for your child to be included in still images/photographs, moving images and audio. You should only agree to this if you feel completely happy with us doing so. You are under no pressure or obligation to give consent. If you do not wish for your child to be included, please ensure you select the appropriate option during the booking process.

Please remember that once an article is published and in circulation (especially online) it may be copied and used by others. If you ask us not to use the photograph, film or words in future we will comply with your request and will do our best to stop others doing so, but we cannot guarantee this.        

FISH mailing list

Once you have made a booking we will automatically send you a confirmation email, along with any other information or updates directly relating to your booking. In accordance with data protection rules however, we will not opt you in to the FISH mailing list automatically. In order to join the FISH mailing list and receive FISH news, updates and booking reminders, you will need to give us your specific consent during the booking process or via email. We won't use your data for any purposes other than the ones you have given us permission for. We also won't share your email details with anyone outside of Guildford Borough Council without your permission. You are free to remove or change your consent at any time. Please contact us at leisureservices@guildford.gov.uk if you would like to make any changes to how we use your information.


Bookings are taken online with payment via debit or credit card. They are subject to availability and accepted on a first come, first served basis, places are limited.  It is not FISH policy to keep waiting lists or reserve places.

We allocate Key Worker places (one-to-one support) on a first come, first served basis and places are limited. We reserve the right to offer a Key Worker space and a member of staff on the basis of resources available and the needs of the child at our discretion.

Families paying the concessionary rate must email evidence of the relevant benefits to leisureservices@guildford.gov.uk prior to the scheme commencing.

FISH provides a bus service for families who face transport barriers when accessing the scheme.

We will only offer refunds when a booking (including Day Trip bookings) is cancelled more than 14 days before the start of the scheme. We will not be able to give refunds after this date, this includes for sickness. If your child decides not to attend a booked day trip, we may not have the capacity for them to attend the scheme on-site.

We cannot cancel, change or swap a booking once the scheme is running (including Day Trips).

FISH reserves the right to amend or cancel the scheme or any activity due to unforeseen circumstances, with no refund or compensation to the customer.


Guildford Borough Council's Public Liability Insurance covers all participants during the scheme. FISH does not accept liability for loss or damage to property, personal injury or death of any participants unless directly caused by the proven negligence of the organisation or its servants.


FISH staff have a duty to respond if they suspect a child or young person in their care may be suffering from harm or abuse, or if a child makes a disclosure about harm or abuse. In this event, staff will follow the Guildford Borough Council Safeguarding Policy as detailed in our policies and procedures.

Policies and procedures

Copies of all FISH policies and procedures are available onsite at FISH whilst the scheme is running, or we can send them to parents on request.

Medical conditions, additional needs and allergies

You confirm that you have read, fully understood and are satisfied with the details supplied about the activities on FISH and agree to your child participating in them. You know of no medical reason why they should not participate.

You consent to any emergency medical or dental treatment, which your child may require within the duration of FISH and agree to indemnify the organisers against any loss, expenses or cost which is thereby caused and is not otherwise recoverable.

It is your responsibility to inform us at the time of booking, of any pre-existing medical, physical or behavioural conditions or requirements of any child. If this information is not provided, we reserve the right to withdraw your child's place on the scheme.

We are able to administer prescribed medicines to your child if required and on request. All medication must be clearly marked with your child's name. We will ask you to complete a Medicine Administration Form giving us the necessary permission. Please ensure you seek advice if you wish for us to administer any medicines during the scheme.


We ask all children to arrive on time. We are unable to take responsibility for children and young people who arrive early. Participants who are booked onto a Day Trip but arrive late may be unable to attend that Day Trip and we may not have capacity for them to stay onsite that day.


FISH transport provided to and from the playscheme is done so on the understanding that the journeys are not supervised by a member of the FISH staff. We reserve the right to withdraw the service if your child's behaviour is considered to be unacceptable. Children using the FISH bus service will be allowed to leave their bus drop off point unsupervised at the end of the day, it is the parents'/carers' responsibility to make arrangements for their child to collected from the bus stop if necessary.


Your child will be required to stay on the school site during the day unless you provide us with prior consent for them to leave.

We cannot take responsibility for anyone who deliberately leaves the site or day trip unsupervised and without parental/carer permission.

Due to the risk of infection, we may have to send participants home if they are displaying signs of certain illnesses. Please note children must be clear for 48 hours following a bout of diarrhoea, and vomiting.


We clearly explain the behaviour we expect of all children and young people attending FISH in the Parent Welcome Pack. FISH reserves the right to exclude or refuse any person without notice due to their behaviour. We will always attempt to contact the parent/carer in these circumstances. Transport home will be the responsibility of the parent/carer and no refund will be available.

Lost property

Please ensure that children do not bring valuables with them, as we cannot be held responsible if they go missing. We will endeavour to return items of lost property that we are able to identify. Lost property will be held for a period of 4 weeks following the scheme, after which it will be disposed of, or distributed to local charities.

Comments and complaints

Guildford Borough Council has an ongoing commitment to improving services, and receiving feedback from our customers is an important part of ensuring that our high quality is maintained.

In many instances, the first point of contact with FISH will be at the sign-in reception, or with a member of staff. If your complaint cannot be resolved at the first point of contact, you can speak to the FISH Site Manager. If the Site Manager is not able to resolve the issue, they will put you in touch with the Play and Youth Development Officer who has overall responsibility for managing the FISH project.

You can register a formal complaint with FISH verbally, in writing or in person. The complaint will be recorded and we will ensure that the most appropriate person deals with it. There is no requirement to put your complaint in writing, although we would prefer it as this helps to ensure that the complaint is recorded properly.

If you are not satisfied with the outcome of the initial investigation, you can write to the Community Leisure Manager where a separate, independent internal investigation of the complaint will be carried out.