FAQs
We are here to answer all your questions!
If you can't find the answer your looking for please flick us an email
Can I apply for an OSCAR Childcare Subsidy?
Yes, at most Youthtown sites! To apply for a subsidy at your local Youthtown site click here.
How do I apply for an OSCAR Childcare Subsidy?
Check out our WINZ payment info sheet to see how to apply.
My OSCAR Childcare Subsidy payment isn’t showing on my account, what do I do?
OSCAR Childcare payments are paid weekly. Please allow up to one week for processing but if you have any questions or issues contact our customer service team by calling 0800 004 566 or email info@youthtown.org.nz
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.
- Optionally, enter a Discount Code if you have one that is valid. You will need to click the drop-down arrow to open this area so to enter the code.
- Note: This will also need to be entered for any additional children that you're signing up for the discount to apply for each child.
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.
- Fees are displayed for each child and the Total will display at the bottom of the form.
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 contact someone at the programme?
Find all programme site contact numbers on the Contact Us page.
Or 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
- 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 Vulnerable 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 also be used by Youthtown to provide you with information about upcoming Youthtown programmes, events and promotion.
- Parent/caregiver contact details may also be used by Youthtown to seek customer satisfaction feedback by way of online surveys.
- Requests for the Youthtown ‘Privacy Policy’ can be made through our Customer Engagement Team at info@youthtown.org.nz or downloaded from our website https://www.youthtown.org.nz/faqs-1.
- Complete and accurate personal details must be provided upon registration and at the time of booking. Additional information may be required where a programme 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 contact people must be provided. That is contact details for at least one parent/caregiver and two additional, different, emergency contacts. Contacts provided must be over the age of 18.
- 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 work with parents/caregivers to accommodate access and/or custody arrangement. All such arrangements must be details 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 are smoke-free and vape-free.
- 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 programme attendance is acknowledgement that you have read and accept the Youthtown Terms & Conditions.
- Activity and programmes costs are provided during the registration process.
- All Youthtown programmes are a prepaid service. Payment must be made before attendance or an agreed upon payment plan is in place, 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 10minutes, (or part thereof), per participant, will be charged.
- If accounts are outstanding, Youthtown may withhold programme access until payment is made, or a payment plan is agreed upon.
- 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
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PO Box 5899
Victoria Street West
Auckland City 1142
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