Why do we charge if you’re late?
It’s really important that all of our customers start their bookings on time and leave their booked spaces on time. If not, it can set off a domino effect; affecting the customers using the space after and staffing shifts and costs.
If a customer starts their booking late and it’s not their fault, we refund them their lost time. Therefore, if the booking in question starts late because of another customer finishing late, we hold the customer finishing late responsible and apply a charge.
Arriving late
If you arrive late to a one-off event booked with us, you may be charged a £30 call-out fee, due to having to extend our on-site team’s shifts.
With regular bookings, we understand that unforeseen circumstances can cause us all to be late at the best of times, so we only charge you if you are early in or late out from the second time onwards.
Don’t worry, we’ll remind you when it’s the second time, that the next time there will be a fee (and probably suggest a slight change of timings too).
Leaving the space and school site early/late
It’s really important that you enter and leave the booked space on time, as to not affect the customers booked into the space after you. However, it’s just as important to vacate the school site on time, this is no more than 5 minutes after your booking finishes.
All customers must enter and leave the school site on time so that our Community Connectors (our on-site team) know who to expect on-site at all times. They work alone so it’s really important that we can promise to give them as much information as to who should be on-site and until when.
You have a one-off booking with us
If you leave your one-off event late, we will charge you a £30 admin fee + the pro-rata rate x2 of the space for the extra time that it was used.
E.g. if you left 15 minutes late and are paying £60 per hour, you will be charged £15 x2 = £30 for the pro-rata rate + £30 admin fee
You have a regular booking with us
We understand that it’s easy to lose track of time sometimes, so the first time you enter the space early or finish late within a 6 month period there are no charges.
However, if the second time late within a 6 month period you are early in or late out we will charge the prorated amount for your booking.
The third time that you enter or leave the space late, we will have to charge the prorated amount for the extra time x2 (whether it’s under or over 15 minutes).
E.g. if you left 15 minutes late and are paying £60 per hour, you will be charged £15 x2 = £30
If you exceed 3 strikes within a 6 month period, we may suspend your bookings or permanently extend your booking time to match the times you are using the space.
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