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Excel Activity Group Ltd

Participation, Safety & Complaints Policy

Excel Activity Group Ltd is committed to providing safe, professional and enjoyable activities for all participants.

This page contains important information about participation in our activities, including inherent risks, health and safety requirements, participant responsibilities, cancellations and our complaints and escalation procedure.

These terms apply to activities provided or organised by Excel Activity Group Ltd, including but not limited to:

Bubble Football • Goggle Football • Shock Football • Old School Sports Day • Olympic Shames • Football Darts • Battle Archery Tag • Nerf Games • Dodgeball • Gel Blaster • Inflatable Games • Sports Day activities and other recreational activities

Customers making a booking should ensure that relevant participants, and parents or guardians where appropriate, are made aware of the applicable safety and participation information before the event.

1. Participation & Inherent Risks

Many of our activities involve physical exercise, running, jumping, contact or non-contact games, inflatable equipment and other physical challenges.

As with any physical activity, participation involves inherent risks. These may include slips, trips, falls, collisions with other participants or objects, strains, sprains, impacts from equipment and risks associated with weather conditions or playing surfaces.

Excel Activity Group Ltd takes reasonable steps to identify, manage and reduce foreseeable risks. However, it is not possible to completely eliminate every risk associated with physical activity.

Participants are expected to take reasonable care of themselves and others and follow all safety instructions provided by our event staff.

2. Health, Fitness & Medical Conditions

Participants are responsible for considering whether they are physically and medically able to participate safely.

Anyone with an existing injury, recent operation, pregnancy, medical condition or other circumstance that could affect their ability to participate safely should seek appropriate medical advice where necessary and inform the event instructor before taking part.

This includes conditions such as heart conditions, high blood pressure and epilepsy.

Having a medical condition or disability does not necessarily prevent participation. Where appropriate, customers are encouraged to contact us before their event so that we can discuss the activity and whether reasonable adjustments can be made.

If a participant feels unwell, experiences pain or believes that continuing could be unsafe, they should stop immediately and inform the instructor.

3. Alcohol & Drugs

Participants must not take part while under the influence of alcohol, recreational drugs or another substance that could impair their judgement, coordination or ability to participate safely.

Excel Activity Group Ltd reserves the right to refuse or stop participation where our staff reasonably believe that a person is not in a suitable condition to participate safely.

4. Safety Rules & Instructor Directions

All participants must listen to the safety briefing and follow reasonable instructions provided by Excel Activity Group Ltd staff.

Participants are expected to use equipment correctly, behave responsibly, respect other participants and avoid deliberately dangerous or reckless behaviour.

Our instructors may stop an activity or remove a participant where they reasonably believe that their behaviour presents a risk to themselves, another participant, our staff, equipment or the venue.

Participants who seriously or repeatedly disregard safety instructions may be removed from the activity without an automatic entitlement to a refund.

5. Accidents, First Aid & Emergencies

Any accident, injury or illness occurring during an activity should be reported to the instructor immediately.

Where reasonably necessary, our staff may provide or arrange appropriate first aid and contact the emergency services.

In an emergency, relevant information may be provided to medical professionals or emergency services where reasonably necessary to protect a participant's health or safety.

6. Children & Young People

Where activities involve children, the person making the booking is responsible for providing accurate information regarding the number and ages of participants and for making parents or guardians aware of relevant participation information.

Children must follow the instructions of Excel Activity Group Ltd staff throughout the activity.

Depending on the event and venue, responsible adults may be required to remain present for the duration of the activity.

If a child's medical condition, additional need or other circumstance may affect their safe participation, we ask that this is brought to our attention before the event wherever reasonably possible.

7. Photography & Video

Photographs or videos may occasionally be taken during Excel Activity Group Ltd activities for promotional and marketing purposes.

Where identifiable participants are to be used in promotional material, appropriate consent should be obtained.

Where children are involved, appropriate parental or guardian consent should be obtained where required.

Customers or participants who do not wish to be photographed or filmed should inform our event staff.

8. Weather, Venue Issues & Circumstances Outside Our Control

An activity may occasionally need to be modified, delayed, relocated, rescheduled or cancelled because of circumstances outside our reasonable control.

These may include severe weather, flooding, venue closure, accidents, significant travel disruption, vehicle breakdown, industrial action, public emergencies or other circumstances that make delivering the activity unsafe or impractical.

Safety will always take priority.

Where reasonably possible, we will work with the customer to find an appropriate alternative.

Any refund, credit or rescheduling entitlement will be considered in accordance with the booking terms applicable to the booking and the customer's statutory rights.

9. Customer Cancellations, Changes & Final Numbers

Unless otherwise stated within the customer's specific booking terms, cancellations and significant amendments must be requested at least 14 days before the event.

Final participant numbers and outstanding payment must also be provided in accordance with the deadline stated in the booking confirmation.

Once final numbers have been confirmed and the applicable deadline has passed, a reduction in participant numbers will not necessarily result in a reduction in the booking price.

Failure to attend an event does not automatically entitle the customer to a refund.

10. Equipment & Property

Participants must treat activity equipment, venue facilities and other property with reasonable care.

Where equipment or property is deliberately or recklessly damaged, Excel Activity Group Ltd reserves the right to seek reasonable recovery of the resulting costs where legally permitted.

Any damaged or potentially unsafe equipment should be reported to the instructor immediately and should not continue to be used.

11. Liability & Customer Rights

Nothing within this policy is intended to exclude or restrict liability where it would be unlawful to do so.

Nothing within this policy affects a customer's statutory rights.

Participants remain responsible for their own behaviour and for following reasonable safety instructions.

Excel Activity Group Ltd will not accept responsibility for loss or damage resulting solely from a participant deliberately ignoring reasonable safety instructions, deliberately or recklessly misusing equipment, participating while impaired by alcohol or drugs, or engaging in deliberately dangerous behaviour, except where responsibility cannot legally be excluded.

Complaints & Escalation Procedure

Excel Activity Group Ltd is committed to providing a professional and enjoyable service to our customers.

We recognise that, on occasion, a customer may be dissatisfied with an aspect of the service they have received.

Our complaints procedure is designed to ensure that complaints are considered fairly, consistently and based upon the information and evidence available.

12. Raising a Complaint

Customers should raise any complaint as soon as reasonably possible following their event and provide sufficient information for us to understand and investigate their concerns.

Where relevant, customers should provide:

• The booking name and date of the event
• The nature of their complaint
• Details of the aspect of the service they believe was not delivered as expected
• Any photographs, videos, correspondence or other evidence they would like us to consider

Complaints should ordinarily be raised within 14 days of the event.

Complaints can be submitted to info@excelactivitygroup.co.uk.

13. Stage One – Initial Investigation

Complaints will initially be reviewed by the Office Manager or another appropriate member of our management team.

Depending on the nature of the complaint, our investigation may include reviewing:

• Original booking information and correspondence
• Event timings and job information
• Statements or reports from event coordinators
• Photographs or video evidence
• Information provided by the venue
• CCTV information where available
• Equipment records
• Relevant internal communications
• Any other information relevant to the matters raised

We aim to acknowledge complaints within 2 working days and provide a substantive response within 10 working days.

Some complaints may require information from staff, venues or other third parties.

Where an investigation cannot reasonably be completed within this timeframe, we will inform the customer and provide an update.

Our Stage One response will explain the outcome of our investigation and, where appropriate, any action or remedy proposed.

14. Stage Two – Director Review

If a customer remains dissatisfied following our Stage One response, they may request that their complaint is escalated for review by a Director of Excel Activity Group Ltd.

An escalation request should ordinarily be made within 14 days of receiving the Stage One response.

When requesting a review, the customer should explain the specific reasons they believe the Stage One outcome should be reconsidered.

This may include:

• Relevant information they believe was not considered
• A material factual error in the Stage One response
• Disagreement with findings based upon the available evidence
• Significant new information or evidence

A Director Review is not automatically a complete reinvestigation of the complaint.

The Director will review the original complaint, the investigation undertaken, evidence considered, Stage One response and the specific grounds upon which the customer has requested escalation.

The Director may obtain additional information or undertake further enquiries where they consider this necessary to reach a fair outcome.

We aim to provide the outcome of a Director Review within 10 working days of receiving the escalation request.

Where further investigation is reasonably required, the customer will be informed if additional time is necessary.

15. Complaint Outcomes & Remedies

Following either stage of the complaints process, Excel Activity Group Ltd may:

• Uphold the complaint in full
• Uphold the complaint in part
• Not uphold the complaint

Where a complaint is upheld or partially upheld, any remedy will be considered according to the individual circumstances and the extent to which the service provided differed from what was booked or could reasonably have been expected.

Depending on the circumstances, an appropriate resolution may include:

• An explanation
• An apology
• Corrective action
• A goodwill gesture
• Credit towards another activity
• A partial refund
• A refund

Submitting or escalating a complaint does not automatically entitle a customer to a full refund or any other financial remedy.

When considering an appropriate remedy, we may take into account the overall booking and the extent to which individual elements of the booked service were successfully delivered.

16. Venues, Third Parties & Matters Outside Our Control

When considering a complaint, we will distinguish between matters within the reasonable control of Excel Activity Group Ltd and matters attributable to venues, suppliers, other third parties or circumstances outside our reasonable control.

Where appropriate, we may contact the relevant venue or third party and consider information supplied by them as part of our investigation.

17. Safety & Safeguarding Complaints

Any complaint involving an allegation of a serious safety issue, safeguarding concern, injury or serious misconduct will be escalated internally as appropriate.

These matters may be dealt with outside our normal complaints timescales or procedure where the nature or seriousness of the matter requires it.

Nothing within this complaints procedure prevents Excel Activity Group Ltd from taking immediate action where we reasonably consider this necessary to protect the safety or welfare of participants.



18. Completion of the Internal Complaints Process

The outcome provided following a Director Review represents the final stage of Excel Activity Group Ltd's internal complaints procedure.

Once a final response has been issued, we will not ordinarily reopen the same complaint unless significant new evidence becomes available that could reasonably affect the outcome.

This does not affect any statutory rights or other remedies available to the customer.

Please call us below to check availability. We require £50 deposit to confirm your booking.  01344 305763 / 074 35441693