STRM Members Bookings (Castle Point, Rochford Districts & Southend)

STRM Booking, Cancellation & Refund Policy

STRM – SEND the Right Message is a small grassroots charity. We fundraise to provide and subsidise activities, opportunities and support for families in our community. Many of our sessions have limited spaces and involve costs that STRM commits to based on confirmed bookings.

Please check the date, time, venue, age range and eligibility requirements carefully before booking.

Paid and subsidised sessions

Unless stated otherwise on the individual booking:

• Bookings are non-refundable and non-transferable.
• Payment is required to secure your place.
• Refunds will not normally be provided if you are unable to attend, including due to illness or a change in circumstances.
• Refunds will not be provided for non-attendance or missed sessions.
• Bookings cannot be transferred to another person or another session unless agreed by STRM.

Many of our activities are heavily subsidised, meaning the amount you pay may only cover part of the actual cost. STRM may have already committed funding, paid a venue or provider, or reserved a limited place based on your booking.

Free sessions

If you have booked a free session and can no longer attend, please cancel your place as soon as possible so that it can be offered to another family.

Where spaces are limited, repeated non-attendance without cancelling may affect your ability to book future limited-capacity activities.

If STRM cancels a session

If STRM cancels a paid session and cannot offer a suitable alternative, you will receive a full refund of the amount you paid to STRM.

If a session needs to be rescheduled, we will let you know and explain the options available.

Exceptional circumstances

We understand that unexpected circumstances can happen. However, STRM is a small grassroots charity, not a private company. We fundraise to subsidise activities and provide affordable opportunities for families in our community, and many costs are committed as soon as places are booked.

For this reason, we are unable to routinely offer refunds, transfers or credits. We ask families to book only when they are reasonably confident they can attend.

Managing individual booking changes and refund requests also creates additional administration for our small team and takes time away from delivering support to families.

In genuinely exceptional circumstances, STRM may consider a request at its discretion, taking into account the circumstances and any costs already incurred.

Nothing in this policy affects your statutory rights.

Before you book

Please make sure you have checked the information for the activity, including any age, membership, supervision, clothing, equipment or other requirements.

By completing your booking, you confirm that you have read and agree to STRM's Booking, Cancellation & Refund Policy.