Centre Policies and Membership Information

We are a private, members only facility and children may only begin lessons once membership has been accepted and enrolment paperwork has been completed in full. A position in a class is secured only when the membership and class fees are paid for in advance.

• Enrolment is ongoing and you can start at any time of the year.
• We run consistently throughout the calendar year and do not break over school terms.
• Your child will be placed in a class and will attend on the same day and time each week
• We do not hold places or accept part payments
• Memberships and lessons are NOT transferable nor refundable to other people including family members, and cannot be credited unless we are at fault
• We do not operate on Public Holidays and for up to 2-3 weeks over the Christmas/New Year period. Planned closure dates are confirmed yearly and you will be informed in advance. You are not charged for planned closure days, so make up lessons are not required
• If a group lesson has 1 or 2 students in it, we reserve the right to consolidate that class. At least one weeks’ notice will be provided of the change and we will endeavour to find a suitable alternative class.
• We do not guarantee teacher requests and teacher schedules may change at any time
• We offer unlimited makeup lessons, in accordance with our Make Up Lesson Policy
• You will be given access to a Customer Portal which allows you to manage your child’s enrolment, notify absences and book makeup lessons. It is critical that you check your emails for information relating to this and that you ensure that your sign in is secure.

Make Up Lessons                                                            

We have an unlimited makeup lesson policy with the following conditions:

• Make-up lessons are valid for the duration of your enrolment at Swim Experts. 
• Cancellation of membership will result in the forfeiture of any un-used makeup lessons
• Makeup lessons are not able to be used in replacement of your child’s normal scheduled class. 
• Due to class availability, make up classes can only be booked 24 hours in advance
• Makeup lessons cannot be transferred to credit or refunded
• All makeup lessons must be booked in via the Customer Portal or ICP App (after 1 September 2020) and must be used prior to your final lesson date if cancelling.
• We must be notified of students absence preferably via the Customer Portal, by no later than 1 hour prior to the class. When informed within this timeframe, you will be eligible for a makeup lesson. Notice of non-attendance less than 1 hour are not be eligible for a make up lesson
• Notifications of absence are preferred over the Customer Portal but you may be able to do these via phone, in person at the Centre, Email or Facebook messages too
• Makeup lessons are subject to availability where other students are absent and we cannot guarantee specific teachers, days or times. 
• Missed private lessons can be made up in a group class where possible
• Once a makeup lesson is booked, it cannot be cancelled. Makeup lessons not attended are void.
• Makeup lessons are NOT guaranteed and available ONLY when pre-arranged. It is your responsibility to book makeup lessons through the Customer Portal or ICP App
• Make-up lessons cannot be backdated, used to transfer, extend lessons past your “paid to” date or reduce a Direct Debit payment
• If classes are full, makeup lessons will not be able to be booked as we do NOT overbook classes.
• Doctor’s certificates are advised for extended illnesses

All enrolments must be completed online through our website. You can create a customer account via the following link:

https://app.iclasspro.com/portal/swimexperts/login