FAQs
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- Youthtown will only collect information to be used for the purpose of establishing and maintaining records required for service delivery. Information collected will be managed in accordance with the Privacy Act 2020 and the Children’s Act 2014 and may be accessed by Ministry of Social Development, relevant Government departments and other Audit organisations.
- Parent/caregiver contact details will be used by Youthtown to provide you with information about upcoming Youthtown programmes, activities, events and promotion.
- Parent/caregiver contact details may be used by Youthtown to seek customer feedback.
- The Youthtown ‘Privacy Policy’ outlines how your information will be stored. A copy of this policy is available on request.
- Complete and accurate personal details must be provided upon registration and at the time of booking. Additional information may be required where a programme or activity has specific requirements.
- Youthtown reserves the right to request proof of ID or residential address.
- For the safety of each participant, a minimum of three different contacts must be provided. This includes contact details for at least one parent/caregiver and two additional, different, emergency contacts. The contacts provided must be over 18 years old.
- Participants with disabilities or additional need requirements, will be included in programmes provided specific support can be reasonably met. A trial period may be initiated, so if Youthtown cannot reasonably accommodate need requirements, registrations may be declined and a full refund issued.
- Participant medication will be stored with Youthtown employees – not with individual participants – and will only be administered with a completed ‘Youthtown Medical Consent Form’.
- Youthtown acknowledges the complexity of family structures and works with parents/caregivers to accommodate access and/or custody arrangement. All such arrangements must be detailed in the participants personal records and Youthtown may request relevant legal, or court documentation as required.
- Youthtown has a comprehensive ‘Child Protection Policy’ on display at Youthtown operating sites, that includes procedures for reporting suspected abuse to Oranga Tamariki.
- Youthtown may occasionally transport participants as part of the programme delivery. Transport is provided via Youthtown-owned, or hired, vehicles (typically vans) operated by appropriately licensed and trained internal drivers, or by a reputable commercial transport provider.
- In the event of an incident, Youthtown will take appropriate steps to ensure the continued health, safety, and wellbeing of participants and employees.
- In the event of a participant injury or illness, Youthtown will attempt to contact parents/caregivers as soon as reasonably practicable. Youthtown may request early collection of a participant, to receive support or treatment greater than that capable of Youthtown employees.
- A register of incidents is maintained for each Youthtown programme.
- Any suspicion of a participant having an infectious or contagious condition, must be reported to Youthtown immediately.
- Participants showing symptoms of infectious or contagious illnesses (e.g. chickenpox, vomiting, or diarrhoea) must not attend Youthtown programmes and may only return once medically cleared and/or symptom-free for at least 24 hours. If symptoms arise during a programme, the participant must be collected promptly by an authorised person and the participant will not be readmitted to programme until the same health clearance criteria are met.
- All Youthtown programmes and activities are alcohol-free. Participants, staff, volunteers, contractors, and visitors must not bring or consume alcohol during a Youthtown programme or activity.
- All Youthtown programmes, activities, and facilities are druge-free, smoke-free, and vape-free. The use, possession, or distribution of illegal drugs or unauthorised substances is prohibited.
- Participants require an authorised person to sign them in and out of the programme each day of attendance. This is recorded with the time, name, and signature of the authorised person on the ‘Youthtown Sign In/Out’ form or device provided.
- Authorised people are identified at the time of the registration and can be updated in our online booking system or by completing the ‘Youthtown Authority Form’. We cannot accept a phone call to advise of changes to those authorised to pick up.
- With Youthtown employee approval, and a clear process in place, participants may be listed as an authorised person to sign themselves in and out of programme each day. Youthtown does not permit participants to be authorised people for other participants in attendance on the same, or a different, Youthtown programme.
- Participants will not be released to any person not listed as an authorised person. It is the responsibility or parents/caregivers to ensure that the list of authorised persons is up to date on a participants account.
- Youthtown reserves the right to request photo ID of any person who presents to collect a participant to confirm their identify.
- For programmes that take place after school, absences must be communicated to Youthtown before 2:00pm on the day of the absence.
- For programmes that take place during the school holidays, absences must be communicated to Youthtown before 8:30am on the day of the absence.
- For programmes that take place before school, absences must be communicated to Youthtown before 7am on the day of the absence.
- Participant absences that have not been advised to Youthtown within the required timeframes, will likely incur full costs for the programme.
- Absences without notification, and if unable to contact parents/caregivers, the police will be contacted as per our standard unaccounted for participant procedure.
- Youthtown must be informed of any changes to attendance or programme withdrawal at least 72 hours in advance, in writing or via the Youthtown online booking system, to qualify for a refund.
- In case of sickness or family bereavement (with evidence), charges for the affected days will be credited or refunded.
- Youthtown employees and volunteers are appropriately vetted and trained. Youthtown endeavours to provide a safe and supportive environment with a practical level of supervision.
- Neither Youthtown nor any affiliated person shall be held liable for acts or omissions where reasonable steps were followed in line with Youthtown policy or procedure.
- Youthtown is not responsible for the loss or damage of personal belongings. Participants are discouraged from attending programme with expensive or overly sentimental items in their possession.
- Completion of a programme registration confirms that all details provided are true and correct and that Youthtown Terms & Conditions have been read and understood.
- Payment to Youthtown for programmes or activities is acknowledgement that you have read and accepted the Youthtown Terms & Conditions
- Programmes or activity costs are provided during the registration process.
- All Youthtown programmes and activities are a prepaid service. Payment must be made before attendance or proof of an application for a subsidy is received (e.g. WINZ, Oranga Tamariki, ACC).
- Late collection of a participant beyond the booked programme time, will incur additional charges. Where an additional session is available (e.g. Long Day Add-On), that additional session fee will apply. Otherwise, a late fee of $10.00 per 10 minutes, (or part thereof), per participant, will be charged.
- If accounts are outstanding, Youthtown may withhold programme access until payment is made.
- All amounts owing is the responsibility of the account holder. Youthtown may refer overdue accounts to a debt collection agency. Associated fees and expenses will be added to the amount owed.
- Youthtown reserves the right to cancel, postpone or substitute any activity or programme, including location or mode of transport. Youthtown will endeavour to provide suitable, and affordable alternatives with communication and permission obtained within 24 hours of Youthtown awareness.
- Where cancellation occurs due to circumstances beyond Youthtown’s control, a refund will be issued.
- Where intentional damage is proven to have been caused by a participant and results in costs to Youthtown (e.g. setting off fire alarm), full reimbursement of expense may be sought from a parent/caregiver or a listed contact person in the participants registration.
- Participant use of personal, or Youthtown provided devices is permitted at the discretion of Youthtown programme employees, provided such use does not compromise the health, safety, and wellbeing of other participants or Youthtown employees.
- Device usage must be supervised, with screens visible to Youthtown employees. Where supervision is limited (e.g. in vehicles) device use may be restricted or prohibited.
- Youthtown reserves the right to modify, suspend, or revoke device privileges unique to individual programmes, if programme safety is compromised or guidelines are breached.
- At sites with existing digital use policies (e.g. schools), Youthtown will observe and adopt those policies during programme delivery.
- During Youthtown programmes, device users must:
- Use the device in a safe manner.
- Ensure using the device does not impact on other participants enjoyment of the programme.
- Not take or post any images taken on programme (without permission of Youthtown).
- Comply without delay or argument with Youthtown employee, and/or other participant requests regarding device use (e.g. photos, volume etc.).
- During Youthtown programmes, device users must not:
- Play loud content without permission.
- Place or use the device in an unsafe environment that causes potential danger to self or others.
- Use excessive amounts of internet traffic or bandwidth.
- Overload power boards or power points with charging devices.
- Use small, handheld devices while they are charging.
- Youthtown is committed to the health, safety, and wellbeing of all participants, employees and volunteers. Where behaviour impacts the overall safety of a programme, Youthtown may permanently remove a participant and prohibit readmittance, pending resolution.
- In cases of exclusion, prompt collection of the participant by an authorised person will be required.
- If behaviour from a parent/caregiver, or authorised person, impacts programme safety, Youthtown reserves the right to refuse or cancel a participants registration at its sole discretion.
- Participation is Youthtown activities is voluntary, although participants are supported and encouraged to participate at a level which challenges them.
- At times, Youthtown activities may be delivered by an authorised third-party provider whose operations have been reviewed by Youthtown, and in some instances, external safety auditors.
- Where Youthtown is providing catering internally or by at third-party provider, cross contamination or an absolute allergy free environment cannot be guaranteed. We will make ever reasonably practicable step to ensure all risks are mitigated.
- Participation is some activities may be restricted based on medical, physical, or other conditions regarding the safe operation of the activity or impact to others involved. Youthtown activities and programmes are designed to be for anyone reasonably fit and well, and may be altered to suit additional need requirements.
- Because of the changeable and unpredictable nature of our environments and activities, risks can never be reduced to zero. Hazards exist in some activities that may result in typical harms including but not limited to cuts; sprains; bruises; or minor emotional stress. Occasional harms may include but are not limited to head knocks (concussions); vomiting; allergic reactions (e.g. food, bees); dislocations; hypothermia; severe emotional stress; or death. Typical hazards that may lead to these harms include but are not limited to weather and environmental conditions; Youthtown employee behaviour, confidence and competence; participant or public behaviour, attitudes and capabilities; activity equipment and environment (e.g. bodies of water, climbing wall, rugby programme activities, broken or damaged equipment etc.); or vehicles.
- The Youthtown Safety Management System is audited by a third-party as an Adventure Activity under the Health & Safety at Work Act, 2015. The system includes a process of risk identification and mitigation, as well as reporting and investigating incidents of all severities.
Last updated May 2025
- Booking Details
- Youthtown will only collect information to be used for the purpose of establishing and maintaining records required for service delivery. Information collected will be managed in accordance with the Privacy Act 2020 and the Children’s Act 2014 and may be accessed by Ministry of Social Development, relevant Government departments and other Audit organisations.
- Contact details you provide may be used by Youthtown to inform you of upcoming Youthtown programmes, events and promotions and to seek customer feedback.
- The Youthtown ‘Privacy Policy’ outlines how your information will be stored. A copy of this policy is available on request.
- The Learner Licence Programme offers education programmes aimed at assisting young people in preparation for the New Zealand Learner Licence Theory Test.
1.4.1 Participants must attend the minimum number of sessions specified in the Booking to qualify for Youthtown-facilitated test bookings.
1.4.2 Youthtown reserves the right to deny test booking or participation if attendance requirements are not fulfilled.
1.4.3 Participants must meet the eligibility criteria, provide valid identification, and comply with any medical or legal requirements set by the New Zealand Transport Agency at the time of testing.
1.4.4 Youthtown assists with preparation and, where applicable, booking support does not administer the Learner Licence Test.
- Payments & Fees
- Youthtown programmes and activities are a prepaid service, so payment prior to attendance, or as stated on the invoice is required.
- If accounts are outstanding, Youthtown may withhold services until payment is made.
- Youthtown may refer overdue accounts to a debt collection agency. Associated fees and expenses will be added to the amount owed.
- Where intentional damage is proven to have been caused by a participant and results in costs to Youthtown (e.g. setting off fire alarm), full reimbursement of expense may be sought from the contracting party.
- Cancellations, Amendments & Refunds
- Youthtown reserves the right to cancel a programme or activity during delivery due to safety concerns (e.g. torrential rain, lightning/thunder, winds >15 knots).
- Youthtown reserves the right to postpone or substitute a programme or activity, including location due to safety concerns (e.g. torrential rain, lightning/thunder, winds >15 knots).
- Where a programme or activity requires cancellation or alteration due to safety concerns (e.g. torrential rain, lightning/thunder, winds >15 knots), Youthtown will endeavour to provide suitable, and affordable alternatives.
- Where a programme or activity requires cancellation or alterations due to safety concerns (e.g. torrential rain, lightning/thunder, winds >15 knots), Youthtown will endeavour to make notification of postponement or suspension due to safety concerns within 24 hours of the programme or activity. However, if weather circumstances are marginal, a decision can be made on the day.
- Where a programme or activity cannot run due to weather, and no alternative day was agreed, a full credit towards future bookings, or a full refund, with be given. Refunds will be made to the account from which the online payment was made, or on receipt of proof of the bank account.
- Where a participant cannot sit the test due to invalid documentation or ineligibility, the place is considered used and any resit or rebooking is at the participant’s or booking organisation’s cost. No refund applies. Rebooking may be arranged at Youthtown’s discretion.
- Where a participant fails the Learner Licence Test, the place is considered used and any re-assessment fees are the responsibility of the participant or booking organisation. No additional preparation sessions are included unless specifically arranged.
- Refunds are at the sole discretion of Youthtown.
- Once the quote is accepted, any changes by the customer would constitute a new quote and acceptance. The acceptance of a request for change is at Youthtown’s discretion.
- Health & Safety
- Youthtown has a comprehensive ‘Child Protection Policy’ on display at Youthtown operating sites, this includes procedures for reporting suspected abuse to Oranga Tamariki. A copy of this policy is available on request.
- Unless otherwise agreed by both parties, in the event of an incident, Youthtown will take appropriate steps to ensure the continued health, safety, and wellbeing of participants, employees and other persons. Where the programme or activity delivery takes place within school grounds, the school’s policies and procedures take precedence.
- A register of incidents is maintained for each Youthtown programme and activity.
- Any suspicion of a participant having an infectious or contagious condition, must be reported to Youthtown immediately.
- Participants showing symptoms of infectious or contagious illnesses (e.g. chickenpox, vomiting, or diarrhoea) must not attend Youthtown programmes or activities and may only return once medically cleared and/or symptom-free for at least 24 hours. If symptoms arise during a programme or activity, the participant will be removed from delivery and appropriate care provided by school/group staff.
- In the event of a participant illness or injury, Youthtown may request early collection of the participant to receive support or treatment greater than that capable of Youthtown and/or the school/group staff.
- All Youthtown programmes and activities are alcohol-free. Participants, staff, volunteers, contractors, and visitors must not bring or consume alcohol during a Youthtown programme or activity.
- All Youthtown programmes, activities, and facilities are drug-free, smoke-free, and vape-free. The use, possession, or distribution of illegal drugs or unauthorised substances is prohibited.
- Media Consent
- Photographic and video images of participants may be used for Youthtown promotional purposes and communication including online publication and electronic distribution. Consent may be withdrawn by notifying Youthtown in writing.
- Complaints and message of gratitude
- Youthtown welcomes all feedback, positive or negative. A copy of our ‘Youthtown Complaints Procedure’ is displayed at each Youthtown operating site and a copy of this is available on request.
- Risk Acknowledgement
- Participation in Youthtown programmes or activities is voluntary, although participants are supported and encouraged to participate at a level which challenges them.
- Where Youthtown is providing catering internally or by at third-party provider, a cross contamination or an allergy free environment cannot be guaranteed. We will take all reasonably practicable steps to ensure all risks are mitigated.
- Participation is some activities may be restricted based on medical, physical, or other conditions regarding the safe operation of the activity or impact to others involved. Youthtown activities and programmes are designed to be for anyone reasonably fit and well and may be altered to suit additional need requirements.
- Because of the changeable and unpredictable nature of our environments and activities, risks can never be reduced to zero. Hazards exist in some activities that may result in typical harms including but not limited to cuts; sprains; bruises; or minor emotional stress. Occasional harms may include but are not limited to head knocks (concussions); vomiting; allergic reactions (e.g. food, bees); dislocations; hypothermia; severe emotional stress; or death. Typical hazards that may lead to these harms include but are not limited to weather and environmental conditions; Youthtown employee behaviour, confidence and competence; participant or public behaviour, attitudes and capabilities; activity equipment and environment (e.g. bodies of water, climbing wall, broken or damaged equipment etc.); or vehicles.
- The Youthtown Safety Management System is audited by a third-party as an Adventure Activity under the Health & Safety at Work Act, 2015. The system includes a process of risk identification and mitigation, as well as reporting and investigating incidents of all severities.
- Disclaimer
- Youthtown employees and volunteers are appropriately vetted and trained. Youthtown endeavours to provide a safe and supportive environment with a practical level of supervision.
- Neither Youthtown nor any affiliated person shall be held liable for acts or omissions where reasonable steps were followed in line with Youthtown policies or procedures.
- Youthtown is not responsible for the loss or damage of personal belongings. Participants are discouraged from attending programme with expensive or overly sentimental items in their possession.
- Youthtown is not responsible if a participant fails to provide valid identification, is deemed ineligible by a testing provider, or is refused testing by an approved authority for the Learner Licence Programme.
- Youthtown is not liable for test cancellation, system failures, booking errors made by third-party providers, or changes to New Zealand regulation or testing requirements.
- Youthtown does not guarantee that participants will pass the Learner Licence Test. Test outcomes are determined solely by the testing authority.
- Acceptance of a quote or programme delivery agreement confirms that all details provided are true and correct and that Youthtown Terms & Conditions have been read and understood.
- Intellectual Property
- All programme materials, resources, and content remain the property of Youthtown.
- Materials may not be copied, reproduced, distributed, or used for commercial purposes without written consent by Youthtown.
What is the WINZ OSCAR Subsidy?
Work and Income New Zealand (WINZ) offer an Out of School Care and Recreation (OSCAR) Subsidy. This payment helps families with the costs of before and after school care for up to 20 hours a week, and school holiday programmes for up to 50 hours a week.
We provide more information here about the subsidy.
Can I apply for the WINZ OSCAR Subsidy?
If you are eligible, yes you can apply. Visit the Work and Income New Zealand (WINZ) website for all eligibility information.
All Youthtown sites that offer before or after school care, and school holiday programmes are OSCAR approved and therefore you can apply for the subsidy for your booking. There may be times when some programmes or locations are not OSCAR approved, such as when we are in the process of applying or it's an ineligible programme. We will be clear if this is the case.
How do I apply for a WINZ OSCAR Subsidy?
Put simply, if eligible, you complete a form (there's a part we need to complete as well) and you submit it to WINZ for approval.
We provide more information here about the process and important things to note.
My WINZ OSCAR Subsidy payment isn't showing on my account
You must receive a letter from WINZ confirming your OSCAR Subsidy is approved and the amount applicable. Please follow up with WINZ if you have not heard back.
The WINZ OSCAR Subsidy payment is paid directly to us and is delayed by a week, as they pay weekly for bookings in the week prior. If you have any issues please contact our customer service team by calling 0800 004 566 or email info@youthtown.org.nz
For every future programme you enrol in (or any alterations you make to existing bookings), you must complete and submit an OSCAR Subsidy Declaration form to WINZ.
How do I make a booking?
- Head to our Programmes tab, if you are looking for a programme for 5-13 year olds then click on our Holiday & Before and After School page, if you are after a Youth Programme or Camp, then click on the Youth Hubs page. All you need to do is click on your local site where you will find the details of the programme, and then hit Book Now.
- Then use the Sign-up form to register.
- Note that if you've registered previously, you can use the reference number from that prior registration to auto-fill the blank form for you. The reference number starts with letters 'SP' such as SP123456.
- If you've received an email inviting you to attend a programme, click the link in the email. This will open the sign-up form for the programme, already pre-filled with your details for you.
Completing the Sign-up (Registration) Form
- Enter the Child's Details
Enter the Parent/Caregiver's Details
Parent/Caregiver 1 will be the name that the invoice is addressed to.
- If there are other people that are authorised to pick up the child, enter their names into the Additional Authorised field.
Select the dates that you wish the child to attend with a Tick in the box. Note that some dates have a minimum notice period and if this has passed, those dates cannot be selected.
The calendar view makes it easy for you to:
Filter by Date Range or Programme Type.
Multi-select all tick-boxes (every programme), or a full week, or the same days of multiple weeks (for example, every Monday) by clicking Select at the top or to the right.
- Or Select All to check all days in the date range.
Click the Clear All button to untick (deselect) all dates.
Once you have completed details for the first child, you can add additional children clicking + Add Person (optional) which appears towards the bottom of the form:
Note: When you click + Add Person (optional) it will automatically pre-fill the form for you with the same details you used for the first child in relation to the contact, parent/guardian and attendance fields.
Click Submit
A payment screen will display the payment methods available, such as Pay by Invoice or Pay by Credit Card.
To pay by Credit card :You may enter an amount to pay at this point and the remaining will be added to your account.
To Pay by Invoice - you will need to access your account balance via the link which be sent to you - click on view my invoice and then pay by direct credit to 02-0108-0404285-03 using the invoice number in the reference
A confirmation email for each child will be sent to the Contact Email Address. This displays the details submitted and may also include links to:
Modify the details submitted with the registration for that child.
- Your account balance.
- Click a link to pay online.
- This email also has the registration reference "SP" number which can be used to pre-fill new booking forms. Think of this as your unique username.
How do I change or cancel my booking?
- To adjust or cancel your booking you can either use the link from your confirmation email, or you can use the 'Book Now' button on the programme page on the website, enter your SP number and child's birthdate (you can use any SP number you have from a Youthtown booking for that child) and you can access your booking and make any changes.
- Note: You can only modify or cancel bookings more than 72 hours before the programme starts. If you need to change or cancel within 72 hours of the start of the programme, you must contact our customer services team on: info@youthtown.org.nz or call 0800 004 566
- Cancellations within 72 hours of the start of an After School programme are non-refundable.
What is your cancellation policy?
- Cancellations within 72 hours of the start of an After School programme are non-refundable.
- If your child is absent due to sickness where a medical or doctors certificate can be supplied or in the case of a family bereavement, we will credit and refund the charges for the affected days.
- If your child will be absent, you must communicate this to the Programme Lead before 2pm on the day of the absence for After School Programmes to ensure we have the correct children on our roll. Absences on Holiday Programmes must be communicated by 8.30am on the day of the absence, and as soon as practical in the case of Before School programme absences.
How do I delete a duplicate booking?
If you've created a dupllicate booking in error, don't worry, this can be easily sorted.
- Select the booking you want to keep, preferably the one that you have already paid
- Add the dates from the duplicate booking that are not on this one, and submit the changes
- Now select the duplicate booking, remove all the dates, and submit the changes
Your duplicate booking will be cancelled in our system. If you need a refund, please complete this Refund Form. We will action immediately and your refund should show in your account within 14 days of submitting.
How do I contact someone at the programme?
Find all programme site contact numbers on our Contact Us page. Alternatively, call our customer service team on 0800 004 566
I have a complaint, what do I do?
You can find our complaints procedure below or fill out our complaints form and send it through to info@youthtown.org.nz
ADDRESS
PO Box 5899
Victoria Street West
Auckland City 1142
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