Cancellation Policy

Short Breaks Local Offer (SBLO) Activities

SBLO funded activities which are booked through Phoenix are managed differently to some other Phoenix activities.

Every child who is registered with SBLO, receives 40 (more in some circumstances) allocated hours of activities. This means that the hours at activities are subsidised by Hertfordshire County Council and parents and carers pay a contribution towards these activities.

Every time your child books an activity, your allocated hours are deducted from the SBLO system. If you cancel an activity less than two weeks before it is due to take place, then you will not receive a refund and your allocated hours for that activity will not be returned.

Cancellations made more than two weeks before the activity takes place, will be refunded in full, except with regards to the following;
 

We will not refund activities that we have already occurred a cost for as a result of your booking, such as purchasing tickets.
 

If for any reason that Phoenix (or external activity provider) cannot deliver the activities and we need to cancel at short notice, we will refund any payment where possible and your SBLO hours will not be affected or alternatively, reschedule the activity when a refund is not possible, such as when Phoenix has purchased tickets that cannot be refunded. Your SBLO allocation of hours will be deducted in these circumstances, due to the cost to the charity.

Other Phoenix Activities (non SBLO activities)

All Phoenix activities cost the charity to plan and deliver. If you cancel an activity less than two weeks before it is due to take place, we will not refund the activity.  Cancellations made more than two weeks before the activity takes place, we will refund in full, except with regards to the following;
 

We will not refund costs, at any time that we have already occurred as a result of your booking such as the purchasing of tickets.
 

If for any reason that Phoenix (or external activity provider) cannot deliver the activities and need to cancel at short notice, we will refund any payment where possible or alternatively, reschedule the activity when a refund is not possible, such as when Phoenix has purchased tickets that cannot be refunded.

*All refunds are at the discretion of the CEO