If your child is unable to attend their class for any reason we ask that you send us a quick email to let us know. This way we can let the instructor know. This is by no means a requirement, but it is very useful for our instructors. Especially if your class is their first or last of the day.
Movements/Make-ups/Refunds/Credits
Unfortunately, as per our terms and conditions, we do not offer movements/make-ups/refunds/credits for any missed lessons. This is because regardless of the child’s attendance, we still have to pay for the instructor and pool hire.
If your child is swimming in a private 1:1 lesson, and you have a friend or relative who is able to attend the class, we are more than happy to substitute them during the classes you shall miss. Under these circumstances, we require at least 24 hours advance notice as well as the full details of the substitute child to be added to our system for insurance purposes. Don’t forget if you have another child, they might be able to swim in their sibling’s place!
Long-Term Illness
The only time we are able to offer a refund due to sickness is if we receive advance notice (with a doctor’s note) of a child being unable to attend for 6 consecutive weeks. In this case, we offer a refund for the remainder of the term (less 10% full invoice administration fee). We cannot offer any refunds for lessons missed prior to receiving the necessary cancellation email and official note.
Please also note we cannot reserve a space for the duration of the sickness. If you would like a refund for the missed lessons, you will need to cancel all the remaining lessons in the term. This offer is only valid for the child booked into the lesson.
Holiday Courses
Holiday courses have a much shorter period of demand. We also have financial obligations to both pool owners and instructors. Hence, our policies for children who are unable to attend class on holiday courses are stricter.
We accept cancellations within 7 days of invoice issue. On these occasions, you will receive a refund of the fees paid (less 10% full invoice administration fee). From 7 days after the invoice is issued, a refund of 50% of the full invoice fee (incl. of VAT) is available for any cancellations made up to 14 days prior to the start of the course. These offers do not apply to bookings made within 14 days prior to the start of the course. Unfortunately in these cases no movements, make-ups, refunds or credits will be available, even in cases of sickness.
To learn more about our terms & conditions click here. If you have any specific queries regarding our policies, then you can contact us here.