Each term you must re-enrol if you wish to continue lessons.
Payment must be made before classes begin. Places are not guaranteed; they are subject to availability.
Re-Enrolments Your place is guaranteed if your re-enrolment form is received by the advertised date. Places are limited and you must re-enrol even if you are a regular. If you have missed the re-enrolment date and wish to continue swimming with us, please contact the office as soon as possible. If we are unable to find you a place on your preferred day, we will of course do our best to find you a suitable alternative.
Refunds/Credits are not given once the course has started. Credits for future terms may be given, dependent on circumstance, at our discretion.
Cancellation If you cancel your place before the term begins we shall refund your money, a £5.00 administration charge will be charged. If you cancel your place during term time then no refund shall be given unless we are able to fill the place. Any cancellations due to force majeure, terrorism, war and pandemics will not be refundable. See also pool closures.
Sickness If your child is sick you do not need to telephone if they are to miss a week or two. If it is likely to be longer, please let us know. Refunds and credits for long-term illnesses are given at our discretion. Please do not let your child swim if there are any signs of stomach upset and sickness in the family.
Nappies Babies and toddler who are not 100% toilet trained must wear a correct fitting swim nappy (double layer). If your baby is not wearing a properly fitting swim nappy you will be refused entry to the pool. Considerable disruption and cost is caused when classes have to be cancelled due to accidents.
Jewellery Please remove all jewellery, including watches, as these can cause injury or be lost.
Complaints If you have any complaints at all about our lessons, staff etc. please contact us as soon as possible.
Quality We aim to provide safe, quality swimming lessons that build confidence and ability whilst being an enjoyable and fun experience for you and your baby. We welcome constructive comments.
Safety is at all times our paramount concern. However, Dolphin Swim will not be liable for any loss, damage or injury that may occur whilst on school premises.
Make up Lessons for Missed Classes Dolphin Swim is under no obligation to refund or transfer any monies in the event that you are unable to attend part of, or the entire course. However, we do understand that children get sick and on occasion you may miss a class – for this reason we operate a make-up policy. Missed classes can be ‘made-up’ by attending another class within 14 days. A maximum of 2 classes can be replaced per term. Sessions cannot be guaranteed and will depend on space being available in an age appropriate class. If a make up session is missed on the day or cancelled within 24 hours it will count as the class and another will not be offered. To arrange your make up class please contact us via email – not by phone.
Pool closures On rare occasions lessons are cancelled. On rare occasions pool closures or instructor availability may make it necessary to cancel lessons. Any cancellations due to force majeure, power failure, adverse weather conditions, disasters, terrorism, war and pandemics will not be refundable, as these are out of our control.
If we need to cancel a lesson then we shall make every effort to text the mobile phone supplied by you on your booking form. We cannot be held responsible for being unable to give prior warning of cancellations or closures, as we could be dependent on very late notice or problems with mobile networks delivering the text message on time.
Whenever possible, we will make up the lessons. However if this is not possible then the lesson will be deemed “lost”. If a pool is closed for a period which means two or more lessons would be “lost”, credits are given for the following term. See also cancellations.
Photography It’s so lovely to have a photo memory of your time in the water and we are happy for someone on poolside to take a photo of you and your child. There are some important guidelines that need to be followed so we can continue to allow photographs to be taken.
- Only a small discreet camera or a phone can be used
- No Flash photography
- The photo is only of you and your family, not the group
- No cameras are allowed in the water
- Just a few photos, not continuously through the session
Poolside etiquette Whilst waiting for your class or if you are watching the session, please talk quietly and stay away from the edge of the pool. This helps to keep the atmosphere calm and relaxed especially for the young babies. For all the children’s safety please do not sit on the steps or enter the water until invited in by your teacher.