Family FAQ – Booking & Policies
We understand that family life can be unpredictable. Below is a clear and friendly guide to help everything run smoothly for everyone.
Are classes booked weekly or per term?
All swimming lessons and baby classes are booked for the full scheduled term.
When you enrol, you’re securing your child’s place for the entire term to support consistency and progress.
How will I know when the next term is due?
We make sure families have plenty of notice:
• Invoices are emailed to the address on your account
• Reminder signage is placed around the centre
• Notices are displayed at the entrance
If you’re unsure about next term, you can cancel before the due date and simply re-book later if positions are available.
What if I don’t want to continue next term?
Enrolments for all swimming lessons and baby classes automatically roll over to secure your child’s position.
If you wish to stop:
• Cancellation must be completed online via the app
• It must be done before the invoice due date
We are unable to process cancellations by phone, email, social media, or at reception.
If cancellation is not completed correctly before the due date, the term remains payable.
Can I change my class day or time?
Yes — families can use the app / Portal to check availability and request changes for all swimming lessons and baby classes.
Please note:
• Changes are subject to availability
• A suitable alternative is not guaranteed
• Families must manage changes themselves in the app
• No refunds or credits apply if a preferred class is unavailable
You’re welcome to check the app regularly, as availability can change.
What if my child misses a class?
If your child cannot attend a swimming lesson or baby class:
• Mark them absent in the app / portal at least 1 hour before class
• If reasonable notice is given, a catch-up voucher may be issued
• Make-up classes must be booked through the app / portal
• No notice = class forfeited
• No active enrolment = no make-up classes
What if there is a medical emergency?
We understand that genuine emergencies happen.
If a student experiences a medical emergency (not including waiting-list surgery) affecting their swimming lessons or baby classes:
• A doctor’s certificate must be emailed to us
• The medical certificate must clearly identify the student affected
• A credit will be applied to the family account for that student
• Two weeks cancellation fees will be deducted
• 50% of the remaining outstanding term fees will be issued as a credit
Please note:
• Medical emergency credits apply only to the student named on the medical certificate
• Credits do not apply to siblings, other enrolled students, parents, or extended family members
• Credits must be used in the following term
• Credits will expire after that term if unused
This policy allows us to support families in genuine emergencies while maintaining fairness across all enrolments.
This policy helps us balance compassion with maintaining class viability.
Squad Program
Our Squad Program is different from swimming lessons and baby classes.
• Squads operate on a monthly program, not a term-based structure
• Fees are paid in advance each month
• Enrolment continues monthly while squads are operating
• Cancellation must be completed through the app before the next billing cycle
New swimmers to the centre must complete an assessment to be accepted into the Squad Program. Placement is based on ability and availability to ensure swimmers are training at the appropriate level.
Private Lessons
When available, private swimming lessons:
• Can be booked and paid for through the app
• Operate on a monthly structure similar to squads
• Are not available during school holidays unless staff are available
Please note:
• No refunds apply
• Make-up lessons can be booked via the app if available child my need to book a normal class lesson.
• Staff are unable to manage bookings or make-ups on behalf of families
Do you offer refunds or credits?
As a small family-run swim centre, we do not offer refunds or credits for:
• Illness
• Holidays
• School events
• Sporting commitments
• Sporting injuries
• Broken bones
• Change of mind
• Missed swimming lessons or baby classes
• Late cancellations
The only exception is the documented medical emergency policy outlined above.
Who supervises children?
There are no lifeguards on duty.
Parents/guardians are fully responsible for:
• Supervising their child during swimming lessons or baby classes
• Supervising siblings or children not swimming
• Ensuring children remain inside the building unless directly supervised
Lap Swimming & Lap Walking
• 18+ permitted
• 16–17 years only if accompanied in the water by an adult 18+
• No lifeguard supervision
• Participation is at your own risk
• Please consult your doctor if unsure about your fitness to participate
What if there is a medical emergency?
We understand that genuine emergencies happen.
If a student experiences a medical emergency (not including waiting-list surgery) affecting their swimming lessons or baby classes:
• A doctor’s certificate must be emailed to us
• The medical certificate must clearly identify the student affected
• A credit will be applied to the family account for that student
• Two weeks cancellation fees will be deducted
• 50% of the remaining outstanding term fees will be issued as a credit
Please note:
• Medical emergency credits apply only to the student named on the medical certificate
• Credits do not apply to siblings, other enrolled students, parents, or extended family members
• Credits must be used in the following term
• Credits will expire after that term if unused
This policy allows us to support families in genuine emergencies while maintaining fairness across all enrolments.
Top 10 Things to Know Before You Enrol
1. Lessons are booked for the full term
Enrolling in a class reserves your child’s position for the entire school term and full-term fees apply.
2. Classes automatically continue into the next term
Enrolments roll over unless cancelled before the invoice due date and before the final day of term.
3. Missed lessons require at least 1 hour notice
Absences must be recorded through the swim school app to receive a catch-up voucher.
4. Catch-up lessons depend on availability
Catch-ups are not guaranteed and must be booked by families through the app.
5. Book a free assessment if unsure of your child’s level
Booking the wrong class level will require moving to a different day or time.
6. Instructor changes may occur
Due to illness, injury, or operational needs, the same teacher cannot be guaranteed for the entire term.
7. Parents must always supervise children
There are no lifeguards on duty. Children must be supervised inside the pool area and in the car park.
8. Third-party payments must be arranged before booking
NDIS, insurance, and care provider payments must be organised in advance.
9. Cash payments require prior arrangement
Please contact the Centre ahead of time so a staff member can process the payment.
10. Medical credits are limited
Credits may only be considered for the enrolled student with a valid medical certificate.
Do I enrol for the whole term?
Yes. Learn to Swim and Baby Classes are term-based enrolments. When you book a class, you reserve that spot for the entire term.
When do I need to pay my fees?
Term fees must be paid by the due date on your invoice to secure your place for the following term.
Do you offer direct debit?
Yes. Direct debit is our preferred payment method for Learn to Swim, Baby Classes, and Squad programs.
What happens if my direct debit payment fails?
If a scheduled payment is declined, we ask that the outstanding amount be paid as soon as possible to keep your child’s place in their class.
If the payment is not resolved within a reasonable time, enrolment may be suspended or cancelled, and the class position may be offered to another swimmer.
If you experience any payment issues, please contact the Centre as soon as possible so we can assist.
Can I pay cash?
Cash payments may be accepted by prior arrangement only so a staff member can process the payment.
Can I use an Active Kids voucher?
Yes, if the program is eligible.
Any remaining balance must still be paid by the parent or guardian.
Can I get a receipt at the pool?
Receipts are automatically generated by our booking system when payment is made.
Staff are teaching during lessons and cannot issue receipts during classes.
What if I am unsure what level to book?
Please contact us or book a free swimming assessment.
What happens if my child is in the wrong level?
We will endeavour to move your child to a suitable class, which may be at a different time or day.
What if my child misses a lesson?
Record the absence in the swim school app at least 1 hour before the lesson to receive a catch-up voucher.
What if my child is injured or sick?
With a valid medical certificate, the Centre may provide a partial credit according to the medical policy.
Will my child always have the same teacher?
We try to keep teachers consistent, but instructor changes may occur due to illness, injury, or operational needs.
Are lifeguards on duty?
No. Parents or guardians are responsible for supervising their children at all times.
Can photos be taken at the pool?
Photos or videos may be used for promotional purposes.
Parents can submit a written opt-out before the first lesson of the term.
Can class times change?
Occasionally we may need to change instructors, schedules, or programs due to operational needs.