FAQs

Registration:

• Why do I need to register?
  All participants must register on the booking site to book an activity with Palace for Life. This ensures that we have the correct contact details, parental permissions, and medical information to ensure the safety for participants.
• Can both boys and girls attend?
  Most of our sessions are mixed, however the activity booking description will state if it is a specific boys or girls only session.
• Will I get a booking confirmation email?
  Once you have completed the booking, you will receive a booking confirmation within 24 hours. If you do not receive this, please check your junk mail in case it has been blocked.

Account:

• How do I change my password?
  Please choose the option ‘forgotten password’ you will then receive an email with instructions to change your password.
• How do I use my e-wallet credit?
  If you have any credit on your account, when you reach the last stage of the booking process you will be given an option to “use wallet balance”. This will appear as a blue box at the bottom of the page before payment is confirmed. Click on this blue box and you will see the credit amount you have. You can then choose to use all, or part of, the credit in your account against the cost of the session you are booking.
• Will I get a refund if the session is cancelled?
  If the school cancel an after-school club, there will be no refund available.
  If session is cancelled due to bad weather, we will issue e-wallet credit.
  If sessions are cancelled due to government restrictions that are outside of our control (i.e. Covid-19) we will seek to provide suitable alternative provision (i.e. virtual sessions) to ensure a continuity of delivery.
• Can I cancel a session after I have booked it?
  If you are unable to attend a session, that is not a problem – we realise that there will be times when players cannot attend. However, as per our Terms & Conditions, we are unable to refund or credit for individual sessions missed.
• Can I get a refund/credit if I need to cancel a booking/session?
  As per our Terms & Conditions, we do not issue refunds unless we cancel a course. In the event of an injury where three or more sessions are missed or going to be missed, we will issue you with a Credit Note which can be redeemable against any Palace for Life course. A medical certificate may be required and you will need to contact us prior to or during the course to inform us. Failure to do so will result in a Credit Note not being issued.

The session:

• What does my child need to bring?
  For after school clubs and football pathway sessions, children will need to bring suitable footwear, suitable football clothing (weather dependent) and plenty to drink. For our Palace for Life Soccer Schools, in addition children will need to bring a packed lunch.
• What footwear does my child need to wear?
  Each session will state what type of surface you child will be playing on. The majority of our sessions will require either football moulds (no metal studs) or trainers.
• Does my child need to wear Palace for Life or Palace for Life kit?
  No, they do not need to have the Palace for Life or Palace for Life training kit.
• What happens if there is bad weather?
  Every effort is made for sessions to go ahead unless there are extreme weather conditions. Due to the current guidelines around Covid-19 we are unable to use any indoor facilities. Therefore, please ensure the participant has the appropriate clothing for the session.
• How will I know if the sessions is cancelled or postponed?
  In the first instance, we will send an email to notify you of the cancellation or the postponement to the session at the earliest possible point.
• What if my child is no longer able to attend the session?
  If your child is no longer able to attend, please
  contact: admin@palaceforlife.org to let us know.
• Who do I need to contact if I am running late or there is a change of pick up?
  Please contact the office on 020 8768 6000 and we will be able to notify the coaches at the session.
• Can parents stay and watch?
  We advise parents not to stay and watch and ask you to drop your child off five minutes before the session and collect at the end.
• How will I know if the course is full?
  If a course is full it will show as red on the booking page and will give you an option to be added to the waiting list.
• Is there a waiting list?
  If the course is full, there will be an option to enter your details onto our waiting list. If spaces become available, we will contact you.
• Can I make a partial booking?
  Some courses have the option to make a partial booking, where this is possible it will show the session dates available to book.
• What is the player pathway?
  Please email your child’s details to admin@palaceforlife.org . The team will then be able to advise the suitable session for your child.
• How do I go about getting my child a trial at one of your pathway centres?
  The player pathway within Palace for Life is the player development route in which we use to develop aspiring footballers, both make and female.

Covid-19 Protocols:

• What if my child has been showing symptoms of Covid-19?
  If you have any of the following symptoms: a high temperature (above 37.8°C), a new continuous cough or a loss of smell or taste, please do not attend the session and notify us at admin@palaceforlife.org
• What are the symptoms of Covid-19?
  No-one should leave home to participate in football if they, or someone they live with, has any of the following:
  a) A high temperature (above 37.8°C);
  b) A new, continuous cough;
  c) A loss of, or change to, their sense of smell or taste.
  
• Can sessions be postponed if there is a local lockdown in a specific area?
  Yes. Palace for Life have the right to postpone or cancel any session at its discretion should an outbreak arise or should we feel it necessary to do so for everyone’s safety. We will inform all participants should this happen.