STOP - read this page carefully
All parents/families need to be aware of these policies: they help us all enjoy an easy business experience.
Weekly payments are processed automatically via your nominated bank account or credit card. Fees are processed 2 weeks ahead - if you need to stop classes in the middle of a block, we immediately put a stop on payments and the 2-class cancellation fee has been processed. You can view your invoices in our online customer portal.
Bonus, Fill-ins and Make-up classes…
We choose to make things easy for our customers with a very simple system, which includes free bonus swims and extra discounted classes!
It’s a big commitment to swim a full year of classes and we love to reward people for great work with attending classes regularly. All our weekly block students are gifted the option of one free class swim voucher per block, in addition to their weekly paid class (total of 4 free swim vouchers per year for each child). Make-up classes are done in special designated weeks.
FILL-IN CLASSES –
Sometimes we end up with a spare class in our schedule, due to a swimmer being away.
We provide a fill-in class option where customers can book a very cheap “Fill-in” rate. This helps us fill an empty class space and more importantly, gives another one of our swimmers more practice time to boost their skills with an extra class.
Fill in classes happen throughout each week of our block and can be scheduled online or we can send a quick message to let you know when a suitable class comes available.
MAKE-UP CLASSES -
We know there are many valid reasons for missing a class. We kindly ask customers give us as much notice as possible if a class is going to be missed, as this allows another child the ability to swim and it means your swim partner is not alone.
If you miss one of your paid weekly block classes, you can use your free swim class voucher to make-up the class you have missed - we will happily provide one make-up class per block (Maximum of 4 per year). Make-up classes are done in special designated weeks.
Cancellation and Refund Policy
Aquatics’ Blocks are 10 weeks’ long so if you decide to suddenly stop classes in the middle of a block, you will forfeit payment from two classes.
We have set times of the year when we process minor schedule changes – these are subject to availability and done at our teacher’s discretion.
Our aim is to ensure each of our swimmers receives the best possible class.
We assume all swimmers are committed to regular classes. If you are not re-booking for the following term, you must notify us in writing by the set due date or we will process a 2-class cancellation fee for holding your class space and denying other swimmers the opportunity to a class.
If you are leaving Cairns or have a medical reason for not continuing with classes, we will issue a refund of the remaining amount (minus the 2-class fee).
Otherwise, we will credit the remaining amount (minus the 2-class fee) for use in your next block of classes. If you change your next block booking from a weekly class to a casual block (after the specified due date), a fee of 1-class will apply to your credit. Credits expire after 6 months.
Due to privacy and safety laws, you must NOT take any photographs inside our aquatic facility at any time – including photos/videos on your mobile phone. Around a third of our customers do NOT want their images shared publicly, including some of our staff. Thank you for respecting this.
During some classes our staff will take professional photos for you. At your first class, we ask for written approval to take photos. All our 'approved' clients' photos are shared freely on social media. Clients opting to keep their images ‘private’, will be emailed.
We use photos to personalise our certificates for each block and our yearly gifts. We also use photos / videos to help with staff training and to check what we can improve in terms of swim skills.
We provide Photography Package options with high quality un-watermarked edited images.
This is because it takes a considerable amount of time outside of classes to process photos, therefore it has to be an extra option to allow us to cover staff wages to invest this extra time. Clients purchasing photo packages have more photos taken, edited and shared each block.
Showers, Caps and Swim Nappies
Keeping the pool water sparkling clean is absolutely essential so all children and adults must shower before entering the pool. Children over 4 years must wear swimming caps during class. We provide a complimentary soft Lycra swimming cap to all our learn-to-swim swimmers.
All children under 3 years must wear 2 swim nappies: the inner layer can be either a disposable or reusable swim nappy and the outer nappy must be a well-fitting NEOPRENE swim nappy (with a good seal around the legs and tummy – we stock the Neoprene Happy Nappy style). The double-swim nappy policy is compulsory, regardless of whether your child is ‘toilet trained’.
We recommend students wear a set of swimmers over the top of their swim nappies – it is a personal preference whether it is a one-piece or two-piece swimsuit. Adults must wear a swimshirt/rashie/t-shirt in the water over their swimwear (so children can grip to your shirt for independence and safety).
We are committed to the privacy of our clients and their data. We gather and store client information carefully. We have safeguards to prevent any data breaches, including using reputable online storage systems for our client’s data and professional management software for our business. Our computer supplier and IT support is through Reef Information Technology, Cairns.