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.

Swim Attire                       

• Reusable swim nappies a requirement for all children who normally wear a nappy. Please see the section below in regards to Swimming Nappies.
• Swimming caps are provided as part of the membership pack to all independent swimmers. These are requested to be worn to ensure fewer distractions for your child and to maintain optimum pool hygiene
• Parents/carers entering the pool, MUST wear a rash vest in the water. This assists the child to gain independence through reaching for and holding the shirt instead of the parent having to always lift and hold the child
• No street wear/casual clothes will be permitted in the pool. E.g. cotton T-shirts, shorts etc. Participants will be denied entry to the pool if streetwear is worn.
• Swimwear (including nappies) must not be removed on pool deck at any time due to hygiene reasons
• We do not permit underwear in the pool, under any circumstances.
• Effective 01 August 2023, Rash tops are compulsory for all participating adults in our Mini and Movers classes – this is to assist our babies in the learning of valuable safety skills.
• Read our BLOG for more information on swim attire!

Swimming Nappies

• Reusable swim nappies (Happy Nappy brand) are mandatory for hygiene reasons as faecal incidents will result in pool closure. Any child who requires nappies normally must wear a reusable swim nappy for lessons.
• Swim nappies must never be removed on pool deck (for hygiene and child protection reasons)
• Swim nappies will be checked by all teachers prior to classes commencing.
• Disposable swim nappies are only permitted in the pool for a TRIAL swimming lesson. After this point in time, reusable swim nappies are mandatory.
• Children that are not wearing the correct nappies will not be able to participate in their lesson.
• Swimming nappies will be refitted prior to each purchase by our staff to ensure appropriate sizing is issued.
• Read our BLOG for more information about swimming nappies!

Make Up Lessons                                                            

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

• Make-up tokens are strictly valid for 90 days from the notified missed lesson date. Unused tokens are forfeited.
• All make-up lessons MUST be booked via the Customer Portal or APP. These are an exclusive online feature and cannot be booked in the centre.
• Make-up classes can be booked a MAXIMUM of 24 hours in advance of the current time.
• All make-up bookings are final. They cannot be cancelled, rebooked or changed for an earlier time.
• To be eligible for a Make-up token, we must be notified of an absence, preferably via the Customer Portal, no later than 1 hour (60 minutes) before the class commencement. When informed within this timeframe, you will be eligible for a makeup lesson.
• Notice of non-attendance less than 1 hour are not eligible for a make-up token.
• Notifications of absence are preferred over the Customer Portal but you may be able to do these via phone, in person at the Centre, SMS, Email or Facebook messages.
• Cancellation of enrolment will result in the forfeiture of any unused make-up lessons.
• Make-up lessons are subject to availability, and we do not guarantee availability, specific teachers, days or times.
• All available make-up lessons are visible in the Customer Portal or APP. If no classes are visible, this means that there is no class available.
• Missed private lessons can be made up in a group class.
• It is a customer’s responsibility to check and book make-up tokens. If you are struggling to find availability, please see Reception staff.
• 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, make-up lessons will not be able to be booked as we do NOT overbook classes.
• Doctor’s certificates are advised for extended illnesses.

All Cancellations must be received by email (info@swimexperts.com.au) by the 20th day of each calendar month, in order to be removed from the next scheduled Direct Debit run (25th day of each month). Cancellations received after this point will be actioned for the month following.

• Direct Debit Payment Cancellations for scheduled payments for the next month, must be made by 20^th of the month. If this is not complete, the scheduled direct debit for the next month will go through and will then be actioned.
• If 2 classes are missed and there has been no contact from you, Swim Experts reserves the right to cancel the membership and you will not be entitled to a refund.

Effective Date: March 2023
Last Updated: January 2025

Our Commitment to Your Privacy

Swim Experts are committed to protecting the privacy of our students and their families. This policy outlines how we collect, use, and safeguard your personal information following Australian privacy laws and our commitment to child safety.

To ensure confidentiality and protect sensitive account information, we will only discuss a student’s account, enrolment, or billing details with the Primary Account Holder listed in our system or with a nominated representative, as advised in writing by the Primary Account Holder.

What Personal Information We Collect

When you engage or enrol with Swim Experts, we may collect the following personal information:

• Student’s name and date of birth
• Parent or guardian names and contact details (address, email, phone)
• Emergency contact information
• Medical or health information relevant to swim instruction
• Lesson history and student progress
• Payment and billing details
• Photos or videos (only with your consent)

How We Collect This Information

We collect personal information directly from you when you:

• Enrol in swim lessons or programs via our website or in person
• Communicate with us by phone, email, or text
• Provide health or emergency information
• Give consent for photography or video
• Access or update your account via our online booking system (e.g., iClassPro)

Why We Collect Your Information

Your information helps us to:

• Provide safe and effective swim lessons tailored to your child
• Contact you regarding class schedules, changes, or emergencies
• Ensure appropriate health and safety measures are in place
• Maintain accurate records of student progress
• Process payments and manage your account
• Share updates, news, and promotions (if you opt in)
• Use media for educational or promotional purposes only with your consent

How We Protect Your Information

We take data security seriously. Your personal information is stored securely using:

• Password-protected systems (e.g., iClassPro)
• Secure digital storage with access limited to authorised staff
• Privacy-aware procedures and staff training to ensure confidentiality

Disclosure of Your Information

We do not sell or rent your personal information.

We may disclose your information:

• To emergency services or medical professionals in case of an incident
• To trusted service providers (e.g., payment processors, IT support) under confidentiality agreements
• When required by law (e.g., child protection obligations)

Photos and Videos

Photos or videos of students may be used for Swim Experts’ promotional or educational purposes only when a parent or guardian provides written consent.
You can withdraw your consent at any time by contacting us.

Your Rights

You have the right to:

• Request corrections to inaccurate or outdated information
• Withdraw media consent or marketing preferences at any time
• Nominate a representative to act on your behalf by providing written authorisation

Please get in touch with us directly to make a request.

Website and Cookies

Our website may use cookies to improve your browsing experience. These cookies do not collect personal data and can be managed through your browser settings.

Contact Us

For any questions about this policy or to make a privacy-related request, contact:

Swim Experts Privacy Officer
Email: info@swimexperts.com.au

Policy Updates

This policy is reviewed regularly and may be updated to reflect changes in law or business practices. The most current version will always be available on our website.