Booking Policies

Booking Policy

Purpose:
To promote fair and efficient access to HAF activities for eligible children.

Policy:

• All eligible families are required to book in advance via EEQU
• All booking requests for eligible children will be sent to the provider to confirm bookings at the providers discretion
• Booking confirmation will be sent by email.
• Families should only book sessions they intend to use, to ensure fair access for others.
• Repeated non-attendance may result in future bookings being declined.
• For help with making a booking please use this link: How do I make a booking? | Eequ Help Centre

Walk-In Policy

Purpose:
To ensure all children have fair access to HAF sessions while supporting providers to manage capacity safely and effectively.

Policy:

• Walk-ins will be permitted only where spaces are available, and it is safe to do so.
• You must have a valid HAF code.
• Parents/carers must complete registration and consent forms on arrival.
• Providers may refuse walk-ins if sessions are at full capacity or staffing ratios cannot be maintained.
• We will only accept one walk-in booking per child. To make subsequent bookings, parents are required to create an account via the council's booking platform EEQU. 
• For information on creating an EEQU account please use this link: How do I join to make bookings? | Eequ Help Centre

Cancellation Policy

Purpose:
To maximise attendance and ensure sessions are fully utilised.

Policy:

• Families should cancel their booking as soon as possible if they can no longer attend, ideally at least 72 hours before the session.
• Cancellations must be made via the EEQU platform.
• Where children are absent for more than two booked sessions without notice, their remaining sessions may be released to other families and further sessions may be declined.
• In cases of emergency or illness, families should contact the provider to inform them of non-attendance.
• Providers will record all cancellations and non-attendance for reporting and planning purposes.
• For help with cancelling a booking please visit this link: How do I cancel a booking? | Eequ Help Centre  

No-show policy

We understand that plans can change. However, to ensure fairness and maximise access to HAF-funded places, we have introduced the following No-Show Policy. 

Definition of a no-show

A no-show is when a child is booked onto a session but does not attend and no prior notice of cancellation is given.

Impact of no-shows

Each missed session represents a missed opportunity for another child to benefit from HAF. Repeated no-shows also affect planning, catering, staffing, and programme quality.

Processes and consequences

After two no-shows without notice, families may be contacted by the HAF team or the provider to discuss future bookings.

After three no-shows without notice, future bookings may be cancelled, and access to HAF-funded places may be restricted. 

Families will be encouraged to rebook or request support if they are experiencing barriers to attendance.

Cancelling a booking

Families are asked to cancel bookings as early as possible if they are no longer able to attend. This allows places to be offered to other children on waiting lists.

Exceptional circumstances

We understand that emergencies and illness do occur. Providers will use discretion and take into account genuine reasons when applying this policy.

Support available

If families are facing difficulties that are affecting attendance, they are encouraged to contact the provider or the HAF team for support or signposting.