Children First Academy Trust School Facility Hire

Help and FAQ

Find answers to common questions about booking and using community facilities through this website.

Bookings & Enquiries

How do I make a booking or enquiry?

  1. Browse the available facilities and select the space you’re interested in
  2. Choose your preferred date and time

Depending on the space, you can either:

  • Submit a booking request by registering for an account and completing the booking form, or
  • Start an enquiry by providing your contact details and general booking information

Once submitted, the BookingsPlus Admin team will review your request and contact you if any further information is needed.

Can I view the venue before booking?

Yes. Submit an enquiry for the space you’re interested in and request a viewing in the notes.
A viewing will be arranged where possible.

Can I add additional users to my account?

Yes, additional users can be added by request.

Please contact the BookingsPlus Admin team (details are available on the Contact Us page) with the full name and email address of the additional user.

Additional users can:

  • Create bookings using your saved card
  • View and download invoices
  • Cancel bookings

They cannot remove or change stored payment details.

Payments

What is the payment policy?

Regular ongoing bookings

  • Invoices are issued on the 20th of each month
  • Payment is processed automatically using your saved card
  • A confirmation email is sent once payment has been successful

One‑off event bookings

  • Payment is required at least one month before the event date
  • Children’s parties must be paid for at the time of booking

Is a deposit required for events?

Yes. A 50% deposit is required at the time of booking and is added to your hire charges.

The deposit is refundable within one week after the event, provided there are no:

  • Schedule overruns
  • Damages or breakages
  • Excessive cleaning requirements

How do I update my payment method?

Payment details can be managed through your client account dashboard.

To update a card:

  • Go to Account Settings → Payment Methods
  • Remove the existing card
  • A new card will be requested when your next invoice is due

For accounts with multiple users, only the user who added the card can remove it.

What payment methods are accepted?

All major debit and credit cards are accepted.
Online payments are secure and encrypted.

Cancellations & Refunds

Can I amend or cancel a booking?

Bookings can be cancelled via your client account.

To make changes, cancel the existing booking and submit a new enquiry or booking request with the updated details.

What is the cancellation policy?

Regular ongoing bookings

  • More than 1 week’s notice: no charge (full refund)
  • Less than 1 week’s notice: full booking fee payable

One‑off event bookings

  • More than 8 weeks’ notice: no charge
  • 4–8 weeks’ notice: 20% charge
  • 2–4 weeks’ notice: 50% charge
  • Less than 2 weeks’ notice: full booking fee payable

Full details are available in the Terms & Conditions of Use.

When will I receive my refund?

Refunds can take up to 10 working days.

If a cancellation qualifies for a refund, the following notifications will be sent:

  1. Confirmation that the booking has been cancelled
  2. A credit note confirming the refund amount
  3. Confirmation that funds have been released for bank processing

Arriving at the Venue

What happens when I arrive on site?

Please report to the main reception or agreed access point.
On‑site venue staff will direct you to your booked space and assist if needed during your session.

Support & Complaints

What are the support hours?

The BookingsPlus Admin team is available: Monday to Friday, 9:00am–5:30pm (excluding Bank Holidays)

How do I raise a complaint?

If an issue is experienced relating to:

  • Booking administration
  • The booking system
  • Facilities or on‑site support

Please contact the BookingsPlus Admin team using the details provided on the Contact Us page.

What is the complaints process?

Complaints are handled in a structured and fair manner:

  • Issues are reviewed in the first instance by the BookingsPlus Admin team
  • Where required, matters are escalated to a senior administrator
  • Acknowledgement and responses are provided once all relevant information has been reviewed

To help investigations, customers are encouraged to include:

  • A clear description of the issue
  • Relevant dates and times
  • Supporting evidence where available

Policies and requirements

All bookings are subject to the Terms & Conditions of Use, including the Code of Conduct and any applicable safeguarding or compliance requirements. These apply to all users attending the site.