Terms & Conditions
MATHS WORKSHOP BOOKING TERMS & CONDITIONS
Customers must inform their teacher of any health issues that may be relevant, including changes in a child’s health or wellbeing prior to the start of a class.
Customers must follow health and safety procedures as advised to them by their teacher.
Customers should arrive promptly for classes to avoid disruption to the rest of the class.
Spaghetti Maths may, at its own discretion, refuse a customer entry to a session or sessions, if it is felt that the customer’s behaviour is unacceptable.
Spaghetti Maths promotes good behaviour in it’s clubs. While attending the club we expect all children to behave appropriately. Poor behaviour when attending the club will be reported to the school and continued poor behaviour over more than one session will lead to children being refused access to the club. This is for health and safety reasons and to ensure the club is enjoyable for everyone else that is attending. No refunds will be given for sessions missed due to poor behaviour.
Fees / refunds / cancellations
Fees are payable in advance for the workshop/half-term/term as advised by your Spaghetti Maths area manager.
In the event that a child is unable to attend a class or classes, due to sickness, holiday or a decision by the customer not to attend, we regret that we are unable to automatically refund payment as this secures an ongoing place on our programme. Refunds are at the discretion of the Spaghetti Maths teacher and in any event, will incur a minimum admin fee of £25.
In the case of workshops, Spaghetti Maths is under no obligation to provide refunds for cancellations received less than seven working days before the commencement of the workshop.
In the event of a lesson being cancelled at short notice (less than 48 hours notice) by a teacher, customers will be credited for that lesson on the following invoice, unless the lesson has been rescheduled.
If a customer’s cheque is returned from the bank unpaid, a £10 administration charge may be applied.
For class cancellations, teachers will give as much notice as possible. In the event of a last minute class cancellation, customers will be notified by text message or call to their mobile phone. Please ensure you provide your teacher with up-to-date contact details.
In the case of adverse weather, where a session goes ahead, when the venue has been judged by the teacher to be accessible and safe, Spaghetti Maths is under no obligation to refund sessions that may be missed in the event of adverse conditions local to yourselves preventing you from attending the session.
Class times & venues
It is occasionally necessary to change the time or venue of a class. This will only be done if absolutely necessary and we will do our best to keep class times as similar as possible but unfortunately this cannot always been guaranteed.
Although rare, there may be occasions when we will need to have a different presenter taking your session (as presenters fall ill, or are on leave). Our presenters are always fully trained. We will always endeavour to provide advance warning of a different teacher but unfortunately cannot always guarantee to do so.
Our teachers regularly survey customers to ensure that they are very happy and satisfied with the service provided and can support us with positive developments for the future.
Should any issues arise, please speak to the local franchise owner where appropriate in the first instance. Customers can also contact Head Office on the details below and the Spaghetti Maths team will make every effort to resolve the matter satisfactorily.
T: 0115 919 3911
Spaghetti Maths believes that children and parent/carers are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting and will give prompt and serious attention to any concerns about the running of the club. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all the parties involved.
All settings are required to keep a written record (‘summary log’) of any complaints that reach stage 2 and above and their outcome. This is to be made available to on request.
Making a complaint
Any parent/carer who has a concern about an aspect of the setting’s provision talks over, first of all, his/her concerns with the club presenter.
Most complaints should be resolved amicably and informally at this stage.
If this does not have a satisfactory outcome, or if the problem recurs, the parent/carer moves to this stage of the procedure by putting the concerns or complaint in writing to the owner of the Spaghetti Maths Franchise. For parent/carers who are not comfortable with making written complaints, this may be completed with the person in charge and signed by the parent/carer.
When the investigation into the complaint is completed, the setting leader or manager meets with the parent/carer to discuss the outcome. Parent/carers must be informed of the outcome of the investigation within 7 days of making the complaint. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record.
If the parent/carer is not satisfied with the outcome of the investigation, he or she requests a meeting with the Spaghetti Maths Franchise owner. The parent/carer should have a friend or partner present if required.
An agreed written record of the discussion is made as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaints Summary Record.
If at the stage three meeting the parent/carer and setting cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help to define the problem, review the action so far and suggest further ways in which it might be resolved. School staff are appropriate persons to be invited to act as mediators.
The mediator keeps all discussions confidential. S/he can hold separate meetings with the setting personnel (setting leader and owner/chair of the management committee) and the parent/carer, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.
When the mediator has concluded her/his investigations, a final meeting between the parent/carer and the Spaghetti Maths Franchise Owner. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator’s advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached.
A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.
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