Terms & Conditions
Last Updated: 9 September 2025
1. Scope and Application
These Terms and Conditions ("Terms") apply to all educational experiences, theatre trips, and related services provided by Quest and Compass ("we," "us," "our," "the Company") for children. By booking any of our services, you ("the Client," "you") agree to be bound by these Terms.
2. Definitions
Experience: A scheduled, teacher-led visit to a venue (museum/gallery/landmark/theatre) with learning activities
Participant: A child attending an Experience (typically ages 5–12; see 4.1 for age limits and any exceptions).
Lead Teacher: The qualified, DBS-checked teacher responsible for delivery and supervision
Client/you: The contracting parent/guardian
3. Who we are & how to contact us
Quest & Compass (“QC”, “we/us”) provides private, teacher-led educational experiences at museums, galleries, theatres and cultural venues across London.
Contact: info@questandcompass.co.uk
Emergency on the day: A mobile contact number will be provided in your booking confirmation.
4. Booking and Confirmation
4.1 Group Size and Age Limits
· Our Experiences are designed for children ages 5–12 years old
· Typical group sizes are 1–3 children per Lead Teacher (bespoke ratios available on request)
· Children under 5 may be accepted based on certain criteria (please contact us to discuss)
4.2 Attendance
· Our Experiences are designed for children, parents/guardians are not required to attend
· Where exceptional attendance is agreed (e.g., due to additional needs), the adult would not be expected to participate and would follow the Lead Teacher’s instructions
4.3 Booking and Confirmation Process
Please book at least 4 days in advance
Fees are due in full at booking unless we’ve agreed otherwise in writing. Your booking is confirmed once payment clears and you receive written confirmation
Bookings may be made by individuals over 18 years of age
Parents/guardians are required to sign the booking form to confirm their agreement
All participants must be registered with full names, ages, and emergency contact details
Special requirements (dietary, medical, accessibility, behavioural) must be declared at time of booking
4.4 Professional Supervision Provided
Our supervision includes:
Fully qualified teachers with extensive experience working with children
DBS-enhanced clearance for all staff
Professional liability insurance coverage
Staff are paediatric first aid trained
4.5 Parent/Guardian Responsibilities
Ensure your child arrives on time, dressed for the weather and venue rules
Provide accurate, complete information at booking and keep us updated on changes (especially medical/emergency details)
Must ensure children are medically and emotionally suitable for the Experience
Be contactable throughout the Experience and ensure timely collection by an authorised adult with provision of ID/Password
Responsible for providing accurate information about special needs or requirements
5. Emergency Procedures and Child Safety
We operate proportionate, venue-aware risk controls, dynamic risk assessment on the day, and emergency procedures.
5.1 Lost Child Protocol
If a child becomes separated, we immediately conduct a location sweep and alert venue staff/security; parents are contacted if not found quickly; if not located within approximately 15 minutes, we inform the police and continue coordinated search and supervision of the group. All incidents are documented and controls reviewed.
5.2 Medical Emergencies
Our staff are trained in paediatric first aid and emergency response. For minor injuries: paediatric first aid will be provided, and parents informed.
For serious injuries/medical episodes: Emergency services will be called and parents contacted immediately. Staff will accompany the child to hospital if required until parent arrival. You authorise us to seek emergency medical treatment and to share essential information with healthcare professionals where we cannot contact you immediately.
5.3. Safeguarding
We follow Quest & Compass’s Safeguarding & Child Protection Policy, which is contained within our Parent Handbook. A summary is available on request.
6. Weather Decisions and Experience Changes
6.1 Weather-Related Decisions
Experiences may be cancelled or modified due to:
Met Office weather warnings (amber or red alerts)
Venue closures due to weather conditions
Unsafe travel conditions to/from venues
Temperature extremes posing health risks to children
Decision-making process:
Weather decisions made by Lead Teacher in consultation with venue
Minimum 2 hours notice provided except in emergency situations
Indoor alternatives offered where possible
6.2 Changes to Experiences
We may make minor changes to an Experience where necessary to follow venue rules, comply with law or safety requirements, or manage operational constraints. If we need to make a material change, we’ll notify you and offer reasonable alternatives or a refund of fees for services not provided.
7. Collection and Drop-off Procedures
7.1 Punctual Collection and Drop-off
Specific collection and drop-off times will be confirmed at booking
Prompt collection is essential - late collection will incur additional supervision fees
Collection must be by the named parent/guardian or authorised person only
Photo ID and/or password will be required for collection
7.2 Late Collection Policy
Grace period: 10 minutes after agreed collection time
Late collection fee: £25 for every 15-minute period (or part thereof) after grace period
Extended delays: Additional arrangements may need to be made at parent's expense
7.3 Authorised Collection
Only named parents/guardians may collect unless prior written consent given
Alternative collectors must be pre-registered and provide photo ID and/or password
We cannot release children to unauthorised persons under any circumstances
If collection arrangements change, minimum 2 hours’ notice required
7.4 Uncollected Child Policy
If we cannot reach an authorised adult and a child remains uncollected after 30 minutes, we will treat this as a safeguarding matter and follow local guidance, which may include contacting children’s services and/or the police.
8. Health, Safety and Medical Requirements
8.1 Medical Information
Please disclose all medical conditions, allergies and additional needs at the time of booking, and let us know if anything changes
Where possible, routine medication should be managed by the parent/uardian outside the experience times
We do not administer medication during experiences, except emergency medication set out in a child’s agreed plan (for example a reliever inhaler or an adrenaline auto-injector), or where a reasonable adjustment has been agreed with you in advance in writing
Any medication we hold or administer must be prescribed, in date, and in its original, pharmacy-labelled packaging showing the child’s name, medicine, dose, instructions and prescriber details. We do not administer non-prescribed/over-the-counter medicines or first-ever doses
Before the experience, the parent/carer must complete our Administering Medication form so we can agree a simple plan (what is carried, when it may be given, and how we will contact you). Medication is handed to the Lead Teacher at drop-off and collected at pick-up
If a child requires planned medication during a session, we will discuss options in advance—such as parent-led administration at the venue, adjusted timings, or (where safe and with written consent and appropriate training) staff support—so the child is not disadvantaged
A paediatric first-aid trained teacher will follow the agreed plan, check the last dose, and keep a record of administration. We do not alter doses, decant or re-label medication, or diagnose
If your child has prescribed emergency devices (for example an inhaler with spacer or an adrenaline auto-injector), please bring the device(s) your clinician has advised, in date and named for your child. Where adrenaline auto-injectors are prescribed, we ask that two devices are brought to the experience in line with current UK advice
If safe administration cannot be achieved under the agreed plan, we may ask a parent/carer to attend or decline the booking for that child
In an emergency we act promptly in line with first-aid training and the agreed plan and call 999 if required. We will contact you as soon as practicable
Two emergency contact numbers must be provided. Information is handled in line with our Privacy Policy
8.2 Illness
Please do not attend if your child is unwell or not fit to participate safely in a full, teacher-led outing. In particular, keep them at home if any of the following apply:
Vomiting and/or diarrhoea in the last 48 hours
Fever/high temperature or they feel too unwell to take part
A suspected infectious illness (e.g., chickenpox, impetigo, scarlet fever) until excluded in line with UKHSA advice; we may ask for medical confirmation where appropriate
If a child becomes unwell on the day
We will provide proportionate first-aid and care, move the child to a comfortable supervised area, and contact the named emergency adult
You agree to arrange collection within 60 minutes (or sooner if advised). If urgent, we will call emergency services and you will be notified immediately
8.3 Risk Assessments
Risk assessments are provided by the venue and are available upon request
All venues visited maintain appropriate safety standards and insurance
9) Phones, valuables & money
We recommend bringing no valuables
Personal devices remain the child’s responsibility; we accept no liability for loss or damage.
Any money required on the day, e.g., gift shop purchases, souvenirs etc. must be declared on the booking form in advance. We unfortunately cannot purchase discretionary items for children if parents have forgotten to provide money on the day
10) Photography, Media and Communications
10.1 Photography and Media
Photographs may be taken for educational/promotional purposes, including for our social media and the Quest & Compass website
We only capture and use images or video with your explicit consent given at booking. No child is individually identified without specific consent. If you do not consent, we fully respect your choice.
10.2 Communications
Parents may contact the provided mobile phone number for urgent matters only
Non-urgent messages will be responded to after Experience completion
11. Behaviour and Exclusion
Children must follow safety instructions, stay with the group, and respect people, places and property
We use a staged approach: reminder → warning → exclusion if behaviour continues or there is a serious breach. We make reasonable adjustments for additional needs
We may require a child to leave the Experience where behaviour creates a safety risk or involves harassment/discriminatory language; leaving/refusing essential safety instructions; damage/theft/tampering with safety equipment; or possession/use of prohibited/illegal items.
The parent/guardian is contacted immediately and must arrange prompt collection. The child remains supervised until handover. If unreachable, we will contact the emergency contact and may seek venue/security or police support
Transport home is the parent/guardian’s responsibility. No refunds are provided where exclusion is due to behaviour. Any additional costs (e.g., damage or early-collection charges) are the parent/guardian’s responsibility
We keep an incident note and can share a brief summary
12. Liability and Insurance
12.1 Our Insurance Coverage
We maintain Public Liability and Professional Indemnity Insurance
All teachers are fully trained and insured
12.2 Limitation of Liability
We are not liable for:
Loss or damage to personal property (participants advised not to bring valuables)
Injuries resulting from participant misconduct or failure to follow instructions
Delays or changes due to circumstances beyond our control (weather,ue closures, transport delays)
Medical conditions or allergies not disclosed at time of booking
Money spent unwisely by participants on discretionary items
12.3 Your Statutory Rights
We will deliver our services with reasonable care and skill. Your statutory rights and remedies are unaffected. We do not limit liability where the law forbids it. Otherwise, we’re liable only for foreseeable loss we cause by breach or negligence (not for events outside our control or for property unless due to our negligence), and our total liability is limited to the fees paid for the affected Experience.
13. Cancellation and Refund Policy
13.1 Cancellation by Client
Standard Bookings (made more than 14 days in advance):
Refund minus any non-recoverable third-party costs (e.g., venue tickets).
No refund if cancelled less than 14 days before Experience date
Last-Minute Bookings (made within 14 days of Experience date):
Unfortunately, this is non-refundable. As a small business, our Experiences require careful planning and organisation including coordinating with venues. The short timeframe does not allow sufficient opportunity to resell Experience places or adjust arrangements
All Bookings:
Force majeure events: Full refund minus irrecoverable costs
No-shows: No refund
13.2 Cancellation by Quest and Compass
Weather-related cancellations: Full refund or alternative date offered
Venue closures: Alternative venue or full refund
Staff illness/unavailability: Alternative date or full refund
Pandemic-related restrictions: Full refund or alternative arrangements
We will provide minimum 2 hours notice except in emergency circumstances
14. Meeting Points and Logistics
14.1 Meeting Points
Specific meeting points will be confirmed at booking
Prompt arrival is essential - Experience will commence at the agreed time
Meeting point instructions will include clear directions and landmark references
Emergency contact numbers provided for day of Experience
14.2 Transportation
Transportation to and from Experience venues is not included in our service
Families are responsible for their own travel arrangements to meeting points
15. Special Requirements
15.1 Accessibility
Most venues offer accessibility facilities
Specific requirements must be discussed at booking
We will endeavour to accommodate all reasonable adjustments
15.2 Dietary Requirements
Special dietary needs accommodated where possible
Must be declared at time of booking
Cannot guarantee allergen-free environments at all venues
16. Payment Terms
16.1 Pricing
Prices include VAT where applicable
Prices include teacher-led Experience, entry fees (where applicable), and educational materials
Additional fees may apply for additional extras, to be agreed at the time of booking
Late collection fees: £25 per 15-minute period after grace period
16.2 Payment Methods
Bank transfer, debit and credit cards accepted
Payment required at time of booking, unless otherwise agreed
Late collection fees payable immediately upon collection
17. Force Majeure
We shall not be responsible for failure or delay due to events beyond our reasonable control (including extreme weather, strikes, transport disruption, civil emergencies, venue closures, security alerts)
We will communicate promptly and offer reasonable alternatives
18. Data Protection
We are the data controller for booking, safety and communication data. We collect only what’s necessary (e.g., contact, medical/emergency information, consent preferences), store it securely, and retain it only as long as needed for legal and safety purposes. See our Privacy Notice for full details and your rights, or contact us at info@questandcompass.co.uk for any data enquiries.
19. Complaints Procedure
19.1 On-the-Day Issues
Raise concerns immediately with your lead teach
Every effort will be made to resolve issues promptly
19.2 Formal Complaints
Written complaints should be submitted within 5 days of Experience completion
We aim to acknowledge within 48 hours (working days)
All complaints investigated and responded to within 10 working days
20. General Terms
20.1 Entire Agreement
These Terms constitute the entire agreement between parties
Any variations must be agreed in writing
Terms may be updated and are maintained on our website
20.2 Governing Law
These Terms are governed by English Law
Disputes subject to jurisdiction of English courts
Mediation preferred for dispute resolution
20.3 Severability
If any term is deemed invalid, remaining terms continue in force
Invalid terms will be replaced with enforceable equivalent
21. Contact Information
Company Details:
Quest and Compass
info@questandcompass.co.uk
www.questandcompass.co.uk
By proceeding with your booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We recommend that you print or save a copy for your records.
For parents and guardians: Please ensure that you provide accurate contact information, inform us of any special requirements, and arrange prompt collection. Our small group sizes ensure personalised attention and a safe, educational experience for your children.