When would we cancel?

Every effort is made to run activities outdoors in all weather conditions. However, in the rare event of high winds* or extreme weather conditions, activities maybe re-scheduled or cancelled. ROAM Outdoors Activity Centre reserves the right to alter, re-schedule and cancel activities at any time.

If we need to cancel a parent & toddler session, a holiday club or a family day event due to circumstances beyond our control, we will post a notification to our Facebook page and email/message you directly. We will try to do this the evening before, but decisions may need to be made on the morning of the session (at least 1 hour notice).

For a group booking (birthday party/private event/school visit) we will aim to contact the organiser at the earliest possible time - ideally 24+ hours and no later than one hour before the event start time. Safety is paramount.

*High winds in our setting are typically defined as gusts of around 40mph and upwards.

Refunds:

We will offer full refunds to all of our events if we cancel or, if applicable, we may offer an alternative date. (This applies to birthday parties and organised Group bookings too.)

Refunds will not be made if:

– Participants do not attend on the day due to personal reasons and illness.

− In the case of a Birthday Party or Organised Group booking cancellation is not made with at least 14 days’ notice.

− ROAM Outdoors Activity Centre staff asks a participant to leave due to misbehaviour which is deemed detrimental to themselves and/or others.

− A child/family/group is unhappy with our programme of activities. We will however listen to any complaints or concerns and deal with them on a case by case basis.

There is a car park on site for visitors. A member of staff will attend the car park at the beginning of any sessions at ROAM.

Sessions typically take part within our main woodland site which requires a short walk up a slight incline. We also have our own off-road 4x4 vehicle which can access the wood most of the year. However, during wet and winter months this is not always possible. Whilst we take every effort to include everyone in our sessions, those with more significant mobility issues may struggle to access our site when our 4x4 is out of action.

There is a compost toilet on site and large shelters if we feel the need to escape from persistent rain!

Please note: Our site is on private land. No access is permitted without our prior permission or without us in attendance

ROAM endeavours to plan activities and sessions so that nobody is excluded on the grounds of age, disability, gender, sexuality, or learning/behavioural needs. We will ensure that no one is excluded on the grounds of race, ethnic origin or religious beliefs.

ROAM staff will endeavour to provide enough support to enable a task to be completed if and when a person is unable to complete it independently on the grounds of ability.

ROAM reserves the right to request that a person is withdrawn from an activity if their behaviour presents a significant risk to either themselves or others or is deemed offensive to others.

Risk, including that of the site and activities undertaken, are regularly assessed by ROAM staff. We are able to supply visitors a copy of our handbook prior to visits which contains a comprehensive guide to risk management at our site.

Whilst most risk will be covered in our handbook, part of our ethos is to allow children (and adults!) to lead their own interests and learning. To this end, ROAM staff will dynamically risk assess on such occasions and ensure any play or activities are safe and appropriate.

If a parent or carer or adult attendee wishes to make a complaint about any occurrences concerning any of our sessions, they can talk to ROAM staff in the first instance. If face to face communication is not possible or agreeable, then an email can be sent to roamexperience@gmail.com

We will take complaints seriously and investigate all complaints thoroughly. Based on the findings of the investigation, the procedures, policies and risk assessments will be reviewed if appropriate.

The details will be recorded carefully by the member of staff (including the date, time and how the complaint was received, by whom and the words used by the person making the complaint). The members of staff will consider if the complaint requires reporting to outside bodies. The complainant will be made aware of the process and the outcome of the investigation will be reported to them in person or in writing within 28 days.

ROAM has a comprehensive collection and more details of all our policies in our handbook. This is available to view on request prior to a visit.

It includes more information on:

• child protection

• safeguarding

• rules

• emergency procedures

• insurance requirements

• confidentiality statement

• and more…