Policies

Booking Terms & Conditions

Summer Term Bookings (school Terms 1 & 4)

Cancellations made less than 7 days prior to the commencement of the Term will incur a cancellation fee equivalent to one week’s fees.  Cancellations made after the commencement of the term will incur a cancellation fee equivalent to one week’s fees in addition to any lessons taken.  Make-up lessons or credits for missed classes will only be offered in the event of illness or other extenuating circumstances as per our Make-Up Lessons Policy (see full details below).  There will be a maximum of 2 make-up lessons offered per child per term for short-term illness or injury.  Swimmers suffering from extended illness will be required to produce a Doctor’s certificate to be eligible for a credit / refund.

Swim Solutions reserves the right to cancel or re-schedule classes if there are insufficient bookings, in this event credits / refunds will be provided.

Winter Term Bookings (school Terms 2 & 3)

Please note these important points about Winter swimming:

  1. Classes will only proceed if there are sufficient numbers .
  2. Bookings are for the whole Term.  We are unable to accept cancellations and will not provide refunds if you withdraw from classes (of course we will take extenuating circumstances into consideration).
  3. The pool is heated to 27-29 degrees and is very comfortable for swimming however the air temperature can sometimes be cool – please consider this when booking and make sure that your swimmer is prepared when they get out of the water.

Cancellations made less than 7 days prior to the commencement of the winter terms will forfeit 50% of the value of the booking.  ‘No shows’ and cancellations made after the commencement of the term will forfeit 100% of the value of the booking.

Due to the shorter swimming terms during winter, make-up lessons (as per our policy below) are limited to one per child per term.

Holiday Bookings

Cancellations made less than 7 days prior to the commencement of the program will forfeit 50% of the value of the booking.  ‘No shows’ and cancellations after the commencement of the block will forfeit 100% of the value of the booking.  Holiday lessons are specially priced and programmed and are only viable due to confirmed bookings, regretfully make-up lessons, credits or refunds for missed classes during holiday programs will not be available for any reason.

Discounts do not apply to specially priced Holiday Programs.  Swim Solutions reserves the right to cancel or re-schedule classes if there are insufficient bookings, in this event credits / refunds will be provided.

Payment Policy

All swim school customers will receive an invoice upon confirmation of their booking.   Each invoice includes a $15.00 administration fee which will automatically be deducted from all invoices paid in full, or signed up to Ezidebit, by the due date (as noted on your invoice).

Swim Solutions uses Ezidebit which allows customers flexible payment options via direct debit or credit card.  Alternatively customers may pay the whole invoice amount  via the ezipay link on the invoice, direct deposit or by EFTPOS at the pool. To use the Ezidebit payment plan please complete this form, return it and we’ll do the rest!

Please note – it is an expectation that invoices are paid in full by the due date.  Part-payments are welcomed however ONLY by utilising the ezidebit facility at no additional cost (an admin fee does apply to dishonoured payments).

As always, please let us know if there are extenuating circumstances which prevent you from making payment before the due date and we will make special arrangements for you.

Discount Structure

Discounts are a value-adding service that we provide to customers as an incentive and as appreciation for their loyalty; which is something our customers have told us is important to them.

*Discounts apply to whole-term bookings only

Aspley & Boondall Swim Club members receive 5% discount per term enrolled.

Loyalty Discount for swimmers that swim the whole of Term 1 and Term 2 and/or Term 3 and Term 4 – receive $10 (per swimmer) off the Term 2 and / or Term 4 invoice.

Swimmers are eligible to receive both the Swim Club & Loyalty discount together!

Sibling discount of 10% applies to the 3rd and subsequent siblings in the same family if no other discount is applicable.  Our sibling discount applies to families with 3 or more swimmers enrolled in the same term block who are not eligible for other discounts.  This discount applies to families that are all billed on the same invoice and have the same parents/guardians listed as their primary contact on their enrolment. A 10% discount will be applied to the 3rd and subsequent swimmers in a family.  

Free Lesson Offer

Swim Solutions flyers contain a free lesson offer that can be redeemed with the following terms and conditions:

  • Valid for new customers only
  • New customers must book for a whole term to receive a discount equivalent to the value of one lesson
  • Cannot be used with any other discount / offer
  • Limit of one free lesson per swimmer

Make-Up Lessons

As one of the few remaining swim schools to provide make-up lessons it is really important that families understand the policy to ensure that we can continue to offer them.   It would be great if all absences could be advised (whether you are requesting to a make-up or not) because it will let us know where we may be able to offer a class to someone else.

There will be a maximum of 2 make-up lessons (Summer Terms) and 1 make-up lesson (Winter Terms) per child.  In the event of extended illness, please provide a Doctor’s certificate and we will make arrangements to accommodate you to the best of our ability.  Extended illness refers to an absence greater than 2 weeks (continuous) which cannot be covered by make-up classes.  Make-up classes are not rolled over into a new swimming term.

Learn to Swim (LTS) Make-Ups

LTS make-up lessons are not guaranteed however, wherever possible we will try to provide them for illness or injury – limits apply.  In the best interests of all swimmers we generally do not add additional student numbers to LTS classes in order to facilitate make-ups, therefore spaces may be limited.  Make-ups are usually scheduled on a specially advertised day or where we have existing vacancies.    Unfortunately, we cannot provide make-ups for reasons other than illness or injury as the cost of scheduling additional classes would mean increasing our fees considerably which is not something we are willing to do.

To be considered for a make-up lesson notification via email must be received before 12pm on the day of the absenceTo advise an absence please complete the applicable absence form:

Aspley – http://swimsolutions.com.au/aspley-absence-notification/

Boondall – http://swimsolutions.com.au/boondall-absence-notification/

 

Squad Make-Ups

Squad swimmers are able to negotiate alternative sessions dependent upon availability but bookings are essential to ensure swimmers’ safety.

Please email:

Pam (Aspley) aspley@swimsolutions.com.au

Kimbra (Boondall) boondall@swimsolutions.com.au

*Please note – Swimmers who are not financial are not eligible to receive a make-up lesson, and any lessons missed while unfinancial will be forfeited.

Squad swimmers are able to negotiate alternative sessions (for illness only) dependent upon availability but bookings are essential to ensure swimmers’ safety .

Teacher Absences

We schedule our instructors to avoid any unnecessary staff absence; however, at times a teacher may be unavoidably absent.  In the extremely unlikely event that no substitute can be provided, we will arrange a make-up lesson or issue credit towards the next terms classes.

Inclement Weather

Classes will only be cancelled in the event of a thunderstorm or severe cyclonic weather. Classes will continue as scheduled in wet weather. In the event of a thunderstorm during your scheduled lesson time, Swim Solutions may be required to cancel the class or re-schedule the class time as a safety precaution.  We will endeavour to arrange a make-up lesson for those swimmers whose classes are affected by storms, please monitor your inbox for information about these classes.

We monitor the weather radar and we evaluate the situation every half hour and will know no sooner than 30 minutes before your scheduled class time.  We make every effort to contact families via SMS to keep them abreast of the situation.  Please do not assume that your class has been cancelled, check our Facebook page or call to verify.

Refunds

Generally refunds will not be considered, except in the event of extended illness or injury. Please provide a Doctor’s certificate and we will make arrangements to accommodate you with a credit for the next terms lessons. Please contact Kath or Janelle if you wish to discuss this further.

Sign-In

All swimmers must sign-in prior to entering the pool. Please mark the attendance sheet when you arrive.   Although this can be inconvenient (especially if you’re running late), it is an insurance requirement that we must adhere to. Thank you for your cooperation.

Pool Safety

Swim Solutions staff are only responsible for your child during their scheduled lesson time. Children who are inside the pool complex at other times are the responsibility of their parent or guardian or another adult designated by the child’s parent.

Children will be taught the rules for our swimming program by their teacher. In particular for safety’s sake, we do not want children to run inside the pool complex. We ask parents to assist in re-enforcing our rules when your children are under your supervision. We thank you for your co-operation.

 

Further Information for Parents

Lesson Times

Our lesson bookings have been programmed so that there are only 3 children in Beginner LTS, 4 children in each class in LTS levels 1-3 and 6-8 children in level 4.  Please be considerate to other families and only bring your child at their scheduled lesson time.

Please ensure that your child is changed and ready, 5 minutes prior to their lesson. Unfortunately late arrivals will not be able to remain in the pool beyond their normal lesson time, as this will impact upon other children.

Progress

Sometimes when your child is learning a new skill or is being taught differently to previous methods, it may appear that they are ‘going backwards’, please be assured that this is a normal part of the learning process. It should only be a short time before you should see some noticeable improvement. It is also important that as a parent you don’t try to encourage your child to ‘practice’ every time they jump in the pool. Don’t underestimate the value of play in consolidating some of the subtle skills we teach!

Swimmer’s Progress – Our coaches, teachers and supervisors all monitor the swimmers progress throughout the term.  Occasionally we may identify a swimmer who needs to move part way through the term however more often than not, we make changes to swimmers’ levels at the changeover of each term.  If you have any questions about your child’s progress please don’t hesitate to discuss it with Pam or Gayle.

Anxiety

Some children find swimming lessons an intimidating experience. Often it is a form of separation anxiety triggered by the new experience. Please trust that we will always act in the best interests of your child.

It is sometimes necessary for parents to hand the child to their teacher and to move away from the immediate vicinity of the pool. Please remain in the complex but do try and avoid eye contact with your child. Bring a book and take a seat within viewing distance but try and give the teacher an opportunity to begin to build a relationship with your child.

We do not force children to participate and are always willing to discuss any concerns that you might have.

Hygiene

There are a number of highly contagious and infectious conditions that parents and caregivers need to be aware of. Some of the most common are listed below and should your child present with any of these, they will be temporarily excluded from swimming lessons until the condition has passed: Vomiting, Diarrhea, School Sores, Conjunctivitis.
We also ask that any open wounds be covered with a waterproof dressing.

Toilets & Change Rooms

Swim Solutions staff cannot be responsible for monitoring children while using toilet and change room facilities. Parents are also asked to ensure that children are appropriately supervised when using the amenities.

Should your child need to use the toilet during a lesson, they will be directed to their parent or guardian, who will be responsible for their supervision at the toilet and for returning the child to the lesson.

St Paul’s School toilets and pool change rooms are situated underneath the main swimming pool complex.

Goggles

Unless there is a medical reason, all beginner swimmers will be expected to participate for a small part of each lesson without goggles. This is part of our survival training and it is our belief that children need to be able cope with water on their face and in their eyes. In the event of an accidental fall into a pool, children need to be comfortable in the water and able to find the side of the pool without concern about needing goggles.

We do however encourage the use of goggles for most of the lesson. Goggles protect children’s eyes from irritation and assist in boosting children’s confidence and skill progressions. Please ensure that your child’s goggles are adjusted to fit them correctly and that your child has had some practice at putting them on and taking them off independently. This will prevent the teacher wasting lesson time adjusting goggles for every student.

Communication

It is not always possible for your child’s teacher to be able to speak with you at lesson times. If you aren’t able to find an opportunity, please don’t hesitate to email a message to the addresses below and your message will be passed on to your child’s teacher.

Aspley – aspley@swimsolutions.com.au

Boondall – boondall@swimolutions.com.au

Please don’t hesitate to contact us should you have any other questions or concerns.

We also love to hear your positive feedback!

Child Welfare Policy

As an organisation affiliated with the Australian Swimming Coaches and Teachers association (ASCTA) we have adopted the Swimming Australia Child Welfare Policy.  Swim Solutions has a duty of care to all those associated with our business and to the individuals and organisations to whom the Swimming Australia Child Welfare Policy applies.  At Swim Solutions it is our commitment to ensure that everyone associated with us complies with this policy and the guiding principles of child welfare.

Privacy Policy

Swim Solutions Pty Ltd is committed to providing you with the best possible customer service experience. Swim Solutions Pty Ltd is bound by the Privacy Act 1988, which sets out a number of principles concerning the privacy of individuals.  If you have any questions about the Swim Solutions Privacy Policy please contact us.