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Updates

Adding additional Session at 13:30

Dear parents, we are aiming to add an additional session at 13:30 from the 2nd or 9th of November.

Membership Terms at a Glance

Full Terms in ‘Terms of Service’

1. Secures a place for your child/children in their group, no need to book | 2. Cancel anytime with two weeks’ notice via email or WhatsApp | 3. Pause your membership for up to four weeks with two days notice via email or WhatsApp | 4. Seasonal Breaks are not charged, nor are unforeseen circumstances such as a venue cancellation

Terms of Service

Last Updated: 18/07/2025

These Terms of Service (“Terms”) govern the participation in WholeHeart Football programs. By booking and attending sessions, parents agree to the terms below. WholeHeart Growth LLP (“WholeHeart,” “we,” “our,” or “us”) reserves the right to update these Terms at any time.

Please direct any communications related to these terms via email to [email protected].

1. Definitions

1.1 “Parent” refers to the legal guardian responsible for the child’s registration, payments, and adherence to these Terms.
1.2 “Child” refers to the participant registered for WholeHeart sessions.
1.3 “Family” refers to the group of immediate legal parents/guardians/siblings under legal custody agreements of the child, and the child themselves.
1.4 “Session” refers to a scheduled WholeHeart football activity.
1.5 “Subscription” refers to the weekly payment plan for attending WholeHeart sessions.
1.6 “Warming Up Period” refers to the initial 30-day flexible booking phase following account creation.
1.7 “Football Party” refers to a private event where WholeHeart provides football coaching or activities as a booked service but does not host, cater, or assume loco parentis responsibilities.

2. Bookings and Account Creation

2.1 Bookings, account creations, child registrations, payments, and refunds are processed exclusively through WholeHeart’s SimplyBook.me integration.
2.2 Each child must be registered under the name of one of their legal parents or guardians.
2.3 Parents agree to these Terms when creating an account and agree to these Terms for any children they register under the account, including children registered at a later date.
2.4 Each child is entitled to one £5 taster session, payable in person via card payment or cash
2.5 SimplyBook.me acts as a third-party processor for bookings and payments. By using the portal, parents also agree to SimplyBook.me’s terms and conditions and those of their integrated payment providers.

3. Attendance and Commitment

3.1 WholeHeart encourages consistent attendance to benefit from the progressive syllabus.
3.2 Parents and children must adhere to session schedules, and lateness or absences may impact the child’s progression.
3.3 WholeHeart retains the right to place each child in the most suitable ability group on a particular day (of various “Shoots,” “Saplings,” or “Academy” groups) after the Warming Up Period, and reserves the right to decline participation on said particular day due to the lack of available spaces in a suitable ability group.

4. Payments, Subscriptions, and Pauses

4.1 The subscription fee is £12.50 per week, granting access to one agreed upon regular session per week.
4.2 Payments for subscriptions are processed automatically through SimplyBook.me.
4.3 Parents must cancel subscriptions with a minimum of two weeks’ notice to avoid further charges by informing their contact at WholeHeart through WhatsApp, Email, or In Person.
4.4 Parents may request a “Discretionary Client Membership Pause” (DCMP) for up to four weeks at their own discretion. WholeHeart may terminate a parent’s subscription at their own discretion if they suspect abuse of the DCMP. Parents must notify WholeHeart via email or WhatsApp message of their intention to use a Discretionary Client Membership Pause (DCMP) no later than 23:59 two calendar days prior to the affected session in order for the pause to be applied. WholeHeart may still grant parents a DCMP at their own discretion past said notice period, in events such as emergencies or illness.

5. Income Support

5.0 WholeHeart recognises that financial hardship can affect a family’s ability to access consistent development opportunities. This Income Support policy exists to ensure children can continue to participate, while maintaining fairness and integrity across all applications.
5.1 WholeHeart awards income support in the form of a discount, at a percentage determined by WholeHeart (up to 80%), on the weekly subscription fee.
5.2 Discounts apply to the family of the child as defined in Section 1.3, and only to the account under which the child is registered.
5.3 To qualify, parents must provide proof of eligibility, consisting of one document from each group below, dated to within the last 3 Months:

  • Group A – Primary Proof:
    • Official Universal Credit Award Statement issued by Department for Work And Pensions
    • Child Tax Credit / Working Tax Credit award notices issued by HMRC
    • Income Support award letter issued by Department for Work & Pensions
    • Income-based Jobseeker’s Allowance (JSA) / Employment and Support Allowance (ESA) award letter issued by Department for Work & Pensions
    • Housing Benefit award letter issued by a local authority
    • Pension Credit award letter issued by Department for Work & Pensions
  • Group B – Secondary Proof:
    • Proof of participation in council-administered schemes (e.g., Sure Start Maternity Grant) 
    • Council Tax Reduction (CTR) award notice issued by the local authority council
    • Free School Meals (FSM) / Pupil Premium eligibility confirmation from a school or local authority
    • Healthy Start card eligibility / HC2 / HC3 confirmation letter issued by the NHS Business Standards Authority
    • Sure Start Maternity Grant confirmation letter issued by Department for Work & Pensions
    • Utility Company Social Tariff / Concession Rate confirmation letter
    • TfL Bus & Tram Discount Photocard application acceptance letter
    • Cultural Institutions (e.g. Kew Gardens, Historic Royal Palaces, etc) low income scheme confirmation letter
    • Other Local Authority Council or Leisure Centre low income scheme confirmation letter

5.4 Proof must be submitted via email at [email protected], along with confirmation of the recipients status/statuses as family of the child (as defined in Section 1.3)
5.6 Income Support awards automatically expire after three (3) months unless renewed with updated documentation. Families are responsible for submitting updated proofs to maintain their discount.
5.7 WholeHeart reserves the right to request additional information or reject applications and revoke current Income Support awards at its discretion, including when documents in WholeHeart’s possession fall out of date of the last 3 months.
5.8 WholeHeart reserves the right to verify the authenticity of submitted documents with the issuing authority or to request unedited screenshots from official online portals (e.g., gov.uk Universal Credit journal).
5.9 Submission of falsified or altered documentation will result in immediate withdrawal of support and may render the applicant liable for repayment of discounted fees.

6. Cancellations and Refunds from WholeHeart

6.1 WholeHeart reserves the right to cancel sessions due to unforeseen circumstances and will offer rescheduled sessions or refunds as appropriate.

7. Termination of Subscription

7.1 WholeHeart reserves the right to terminate a child’s / parent’s subscription for any reason, at its sole discretion.
7.2 Termination is likely to occur in cases of significant disruption caused by the parent or child that cannot be resolved through discussion, or through repeated poor attendance, or suspected abuse of the DCMP.
7.3 In the event of termination by WholeHeart, any unused portion of prepaid subscription fees will be refunded unless termination is due to behavior-related issues.
7.4 WholeHeart will typically attempt to resolve situations that have the potential to lead to a termination of a parents subscription through diplomacy and warnings before option for termination, but is not obliged to do so.

8. Conduct

8.1 Parents and children are expected to behave respectfully toward coaches, staff, and other participants.
8.2 Disruptive behavior from parents or children that cannot be resolved through discussion may result in termination of the subscription.

9. Liability and Insurance

9.1 WholeHeart holds Public Liability Insurance to cover its operations.
9.2 WholeHeart is not liable for:

  • Accidents or injuries unless due to negligence.
  • Loss, theft, or damage to personal property during sessions.
    9.3 Parents remain responsible for ensuring their child is physically fit to participate and informing WholeHeart of any relevant medical conditions during registration.

10. Session Rules

10.1 Children are encouraged to wear appropriate clothing and footwear for football.
10.2 Wearing a WholeHeart kit is optional but encouraged. Kits can be purchased via SimplyBook.me at a subsidized price.
10.3 Parents must remain present during sessions unless otherwise agreed with WholeHeart.

11. Complaints

11.1 Complaints must be submitted in writing to WholeHeart via the contact form on the website or by email.
11.2 WholeHeart will aim to resolve complaints promptly and transparently.

12. Photography

12.1 Parents may not take photographs or videos during sessions unless explicitly permitted by WholeHeart.
12.2 WholeHeart may take photos or videos during sessions for promotional purposes but will only do so with prior consent obtained during registration.

13. Amendments to Terms

13.1 WholeHeart reserves the right to amend these Terms at any time without prior notice.
13.2 If the nature of the Terms is significantly altered, WholeHeart will seek explicit re-agreement from parents via email or the booking portal before continued use of WholeHeart’s services.
13.3 Parents will be notified of all changes to the Terms, and continued use of WholeHeart’s services after such notification constitutes acceptance of the updated Terms (unless in case of scenario outlined in term 13.2)

14. Governing Law

14.1 These Terms are governed by and construed in accordance with the laws of England and Wales.

15. Football Parties

15.1 WholeHeart is a service provider at football parties and does not act as the event host or assume responsibility for attendees beyond the football activity. The hosting parent (or legal entity booking WholeHeart’s services) remains responsible for all guests.
15.2 By booking WholeHeart for a football party, the hosting parent confirms that: All children attending have received parental consent to participate in football activities; They accept full responsibility for attendees, including supervision outside the football session; They will provide WholeHeart with emergency contact details for themselves.

15.3 WholeHeart will conduct a risk assessment for football activities; The hosting parent must notify WholeHeart of any known medical conditions or allergies of participating children before the session; WholeHeart will provide basic first aid if needed and contact emergency services if necessary.

15.4 WholeHeart holds Public Liability Insurance covering injuries or accidents resulting from its direct negligence. WholeHeart is not liable for injuries caused by normal play, lack of parental supervision, or pre-existing medical conditions. WholeHeart is not responsible for any food, drinks, or other elements of the party, including dietary restrictions or allergic reactions.

15.5 The hosting parent must ensure all attending children adhere to WholeHeart’s Session Rules (Section 10). WholeHeart may refuse participation to children whose behavior presents a safety risk.

15.6 Football party payment is typically split into two instalments: (a) a security deposit equal to 50% of the total agreed amount, due no later than one week prior to the event; and (b) the remaining balance, payable after the event and no later than seven days following the event date. In cases where the event is booked with less than one week’s notice, or where timely collection of the deposit is not practical, WholeHeart and the hosting parent may agree in writing (including via email or messaging platforms) to an alternative payment structure. All party bookings, regardless of payment structure, are subject to these Terms of Service and enforceable upon confirmation via the Football Party Host Form.
15.7 Football party bookings require at least 72 hours’ notice for cancellation and full refund eligibility of any security deposit. If a football party is canceled with less than 72 hours’ notice, refunds may be subject to administrative fees and/or the withholding of the security deposit at WholeHeart’s discretion.

Welfare Policy

Last Updated: 18/03/2025

WholeHeart is committed to safeguarding and promoting the welfare of all children involved in our activities. This policy outlines our procedures for ensuring health, safety, and safeguarding in compliance with UK legal requirements and best practices.

1. Safeguarding and Child Welfare

WholeHeart prioritizes the safety and well-being of every child participating in our sessions.

1.1. Enhanced DBS Checks

  • All staff members will undergo an Enhanced DBS check to confirm suitability for working with children.
  • Staff will also be checked against the barred list to ensure they are not prohibited from regulated activity.

1.2. Safeguarding Policy Implementation

  • WholeHeart has a clear safeguarding policy, accessible to all staff and parents.
  • A Designated Safeguarding Lead (DSL) (George Holder and Igor Strzelecki) will oversee all safeguarding matters.
  • Coaches are required to log any behavior or welfare incidents using a secure Google Form system, which automatically updates a centralized document monitored by the DSLs.

1.3. Incident Reporting and Escalation

  • Staff are trained to identify and report safeguarding concerns internally to the DSL and externally to child protection services if required.
  • Records of safeguarding incidents will be securely maintained and reviewed regularly.

1.4. Parental Responsibility

  • Parents are responsible for their children during sessions and must remain present at all times.
  • WholeHeart staff do not act in loco parentis.

1.5. Safeguarding at Football Parties

  • WholeHeart acknowledges that during football parties, some attending children may be present without their legal parent/guardian. In these cases:
    • WholeHeart staff will adhere to safeguarding protocols as outlined in this policy.
    • Any safeguarding concerns arising during a football party will be reported to the hosting parent in the first instance, unless the concern is serious enough to warrant direct escalation to external safeguarding authorities.
    • WholeHeart will follow standard incident reporting procedures (see Section 1.2/1.3) and, at WholeHeart’s discretion of serious incidents, will seek to obtain the correct contact information for any child involved in a safeguarding concern.

2. Health and Safety Procedures

2.1. First Aid

  • A minimum of one staff member trained in pediatric first aid will be present during every session.
  • WholeHeart will fund pediatric first aid training for all staff, ensuring they are equipped to respond to emergencies.
  • Accessible and well-stocked first aid kits will be available at every venue.

2.2. Medical Information

  • Parents are required to provide relevant medical information during the registration process, including details of conditions such as asthma, allergies, or other health concerns that may impact their child’s participation.
  • Medical information will be:
    • Collected securely through the registration process on the SimplyBook.me portal.
    • Stored in compliance with GDPR, with access restricted to authorized staff only.
    • Regularly reviewed to ensure accuracy and relevance.
  • Coaches will be informed of any medical conditions affecting participants and trained to respond appropriately in emergencies.
  • WholeHeart collects and stores medical information for all children registered through SimplyBook.me. However, for football parties, medical information is provided by the hosting parent, who is responsible for ensuring WholeHeart is informed of any relevant medical conditions or allergies affecting attendees. WholeHeart cannot assume liability for undisclosed medical conditions at football parties.

2.3. Risk Assessments

  • Venue Risk Assessments: Conducted before starting activities at any new venue and updated only if significant changes are observed.
    • Venue risk assessments will include the emergency evacuation procedure specific to the venue, ensuring staff are aware of the safest and most efficient routes and protocols.
  • Game-Specific Risk Assessments: Tailored to account for specific games and venues to inform coaching staff.
  • Records of all risk assessments will be maintained for accountability and future reference.

2.4. Emergency Procedures

  • Emergency contact information for each child will be collected during registration and readily accessible during sessions.
  • Staff will be trained in emergency response protocols, including evacuation procedures.
  • Emergency Evacuation Procedures: Each venue’s specific evacuation procedure will be recorded as part of the venue risk assessment, and all staff will be briefed on it prior to sessions. This includes:
    • Identifying fire exits and escape routes.
    • Ensuring access to evacuation plans posted at the venue.
    • Coordinating with venue staff to confirm responsibilities during emergencies.

3. Staff Training and Conduct

3.1. Training

  • Staff will receive regular training in safeguarding, health and safety, and risk management.
  • WholeHeart will fund and encourage participation in in-person and online courses to enhance skills and ensure legal compliance.

3.2. Behavior and Accountability

  • Coaches must maintain professional conduct at all times and act in the best interests of the children.
  • Any breaches of safeguarding or health and safety protocols will be subject to immediate investigation and appropriate action.

4. Legal Compliance and Supporting Guidance

WholeHeart complies with the following UK laws and regulations:

  1. Safeguarding Vulnerable Groups Act 2006
    • Ensure all staff working directly with children are suitable for regulated activity through Enhanced DBS and barred list checks.
  2. Children Acts 1989 & 2004
    • Implement procedures to safeguard and promote children’s welfare while in WholeHeart’s care.
  3. Health and Safety (First Aid) Regulations 1981
    • Conduct first aid needs assessments and ensure appropriately trained first aiders are present during activities.
  4. Management of Health and Safety at Work Regulations 1999
    • Identify and mitigate risks associated with activities, venues, and equipment.

Additionally, WholeHeart will review and consider updates to this policy in alignment with the following current guidance and legislation:

  • Working Together to Safeguard Children 2018 (December 2020)
  • Keeping Children Safe in Education (September 2021)
  • The Domestic Abuse Act 2021
  • The London Child Protection Procedures

5. Additional Measures to Exceed Legal Requirements

WholeHeart is committed to going above and beyond minimum legal standards by:

  • Funding comprehensive pediatric first aid training for all staff.
  • Conducting thorough risk assessments for both venues and activities.
  • Collecting and securely managing medical information to ensure the safety of all participants.
  • Implementing advanced systems for incident reporting and safeguarding oversight using secure digital tools.

6. Record Keeping and Review

6.1. Documentation

  • Records of risk assessments, safeguarding reports, medical information, and first aid incidents will be maintained securely and in compliance with UK GDPR.
  • Safeguarding incident logs will be stored in a restricted-access Google Sheet system. Only authorized personnel, such as the Designated Safeguarding Leads (DSLs), will have access.
  • All sensitive information, including medical records and safeguarding logs, will be encrypted where appropriate and access-controlled to protect against unauthorized disclosure.

6.2. Policy Review

  • This policy will be reviewed annually or after any significant changes to ensure it reflects current best practices and legal requirements.

7. Contact Information

For any welfare-related concerns, please contact our Designated Safeguarding Leads:

 

For external safeguarding concerns, contact:

  • NSPCC Helpline: 0808 800 5000
  • Islington Children’s Social Care: 0207 527 7400

Privacy Policy

Last Updated: 27/12/2024

Welcome to WholeHeart Growth LLP (“WholeHeart,” “we,” “our,” or “us”). We are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal data when you interact with our website (wholeheart.football) and parent portal (portal.wholeheart.football).

WholeHeart Growth LLP is registered in England and Wales as a limited liability partnership and is also registered with the UK Information Commissioner’s Office (ICO) under registration reference C1617114.

1. Scope of this Privacy Policy

This policy applies to:

  • Website: wholeheart.football
  • Registration Form: portal.wholeheart.football 
  • Parent Portal: (powered by SimplyBook.me for registration, booking, and payment).

It details how we collect, use, store, and protect your personal data in compliance with UK GDPR and other applicable laws.

2. Roles and Responsibilities

  • WholeHeart: Acts as the Data Controller, determining the purpose and means of processing your data.
  • SimplyBook.me: Acts as a Data Processor, managing personal data for bookings, payments, and session management under WholeHeart’s instructions.

For details about SimplyBook.me’s practices, please refer to:

3. Information We Collect

Website & Registration Form

We may collect:

  • Technical Data: IP address, browser type, operating system, and browsing patterns (e.g., through form submissions).
  • Contact Form Data: Name, email address, and any additional details provided when submitting inquiries.

Parent Portal

Through SimplyBook.me, we collect:

  • Parent Data: Name, email, phone number, and billing address.
  • Child Data: Name, date of birth, health information (if provided for safeguarding purposes).
  • Payment Information: Managed securely by SimplyBook.me’s integrated payment processors (e.g., PayPal, Stripe).

4. How We Use Your Information

We use your data to:

  • Provide Services: Manage registrations, bookings, and payments for football classes.
  • Communicate: Respond to inquiries, provide session updates, and send reminders.
  • Ensure Safety: Use health or safeguarding details to ensure your child’s suitability for sessions.
  • Analyze Usage: Improve website functionality and parent portal services.

5. Third-Party Services

We rely on trusted third parties to process data securely:

  1. SimplyBook.me: Manages bookings, payments, and customer data.
  2. Sub-Processors: Used by SimplyBook.me for hosting, analytics, and communication services. Examples include:

6. International Data Transfers

Your data may be transferred outside the UK or EU by SimplyBook.me to ensure service continuity. These transfers comply with:

  • Standard Contractual Clauses (SCCs) for GDPR.
  • UK International Data Transfer Addendum (UK IDTA) for transfers outside the UK.

For details on how SimplyBook.me ensures compliance, refer to their Data Processing Agreement.

7. Data Security

We implement robust measures to protect your data:

  • ISO/IEC 27001 Certification: SimplyBook.me follows this standard for information security.
  • Encryption: Personal data is encrypted during transit and at rest.
  • Access Controls: Role-based access with two-factor authentication (2FA) for authorized personnel.

8. Data Retention

We retain personal data only as long as necessary for:

  • Service provision (e.g., bookings and payments).
  • Legal or regulatory compliance (e.g., financial records for 7 years).

SimplyBook.me retains backups for up to 30 days. After this period, data is securely deleted.

9. Your Rights

Under UK GDPR, you have the right to:

  • Access: Request a copy of your data.
  • Rectification: Correct inaccuracies in your data.
  • Erasure: Request deletion of your data, subject to legal obligations.
  • Restriction: Limit how your data is processed.
  • Data Portability: Request transfer of your data to another service.
  • Object: Opt-out of specific processing activities, such as direct marketing.

To exercise these rights, contact us at [email protected].

10. Data Breaches

SimplyBook.me has an incident management procedure to promptly notify WholeHeart of any personal data breach. We will inform affected users and the ICO as required by law.

11. Changes to This Policy

We may update this policy periodically to reflect changes in our practices or applicable laws. Updates will be posted on this page, and significant changes will be communicated via email.

12. Contact Us

For questions or concerns, please contact:

For SimplyBook.me-specific questions, contact:

13. Complaints

If you are unhappy with our handling of your data, you may:

  • Contact us at [email protected]
  • Lodge a complaint with the ICO:
    • Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
    • Helpline: 0303 123 1113