Policies

Policies — Learn to Swim, Parent & Child Classes & Private Lessons

Cancellation Policy

If your child cannot attend their lesson, please notify us before the cancellation cut-off times. Failure to do so will result in being charged for the lesson.

• Morning Classes: Cancellations must be made before 8am.
• Afternoon Classes: Cancellations must be made before 1pm.

Cancellations can only be made in person at the centre or via phone at 4954 3300 during office hours. Notifications through other means, such as social media, may not be accepted.

If you wish to change your child’s lesson time or day, the above cancellation policy still applies.

Please note that squad swimmers have a different cancellation policy. Detailed information regarding this can be found below.

Learn to Swim Classes

To hold a permanent/ongoing position in our Learn to Swim classes, a payment of 10 lesson blocks ($190) is required.

• You are entitled to three (3) cancellations at no cost per 10 lesson block, provided notice is given before the cut-off times:
• Morning Classes: Cancellations must be made before 8am.
• Afternoon Classes: Cancellations must be made before 1pm.

After the 3 complimentary cancellations, any further missed lessons will be charged.

Cancellations must be made in person at the centre or via phone at 4954 3300 during office hours. Notifications through other means, such as social media or voicemail, will not be accepted.

Note: The three complimentary cancellations do not carry over. Each new 10-lesson block allows a maximum of 3 cancellations at no charge.

Parent & Child Classes

To hold a permanent/ongoing position in our Parent & Child classes, a payment of 10 lesson blocks ($150) is required.

• You are entitled to four (4) cancellations at no cost per 10 lesson block, provided notice is given before 8am on the morning of your lesson.

Subsequent cancellations will be charged. Cancellations must be made in person at the centre or via phone at 4954 3300 during office hours. Notifications through other means, such as social media or voicemail, will not be accepted.

Note: The four complimentary cancellations do not carry over. Each new 10-lesson block allows a maximum of 4 cancellations at no charge.

Teacher Absence

In the event your child’s teacher is away, we will provide a substitute instructor at the same time. Unfortunately, we are unable to notify parents of staff absences until you arrive at the centre.

Class Condensing

In cases of sudden staff illness or other circumstances, we reserve the right to condense classes to ensure all children still receive their lesson at the original time.

Class Progression

When moving up a level, we cannot guarantee a permanent spot in the next class immediately. Swimmers may remain in their current class until a spot becomes available in the next level. We will place your child on a waitlist for a suitable time and may offer cancellation spots until a permanent position opens up.

Private Lessons

Due to limited availability, we do not offer ongoing private lessons. Private lessons are intended to help children progress through our mainstream Learn to Swim Program.

• Once the instructor determines that a swimmer is ready to join a group class, private lessons will no longer be available, and the spot will be offered to another child. Our office staff will assist in transitioning the swimmer from private lessons to a class.
• If a child’s behaviour disrupts the class and proves too challenging for the instructor, we may temporarily discontinue group lessons and offer private lessons until the child is ready to return to the group setting.

Policies — Squads

Coughlan’s Swim School Make-Up Policy

Effective: December 1st, 2024

At Coughlan's Swim School, we understand that absences can happen, and we aim to provide a flexible solution to support our students’ ongoing progress. Our make-up policy is designed to be simple, fair, and accessible through your customer portal

Please note that make-up tokens are offered as a courtesy to support our swimmers' ongoing development. While we strive to offer a flexible solution for times when you cannot attend your session, tokens are subject to class availability and the terms outlined below.

1. Notification of Absences

• Customer Portal Only:  To qualify for a make-up token, prior notification of your students absence must be submitted through your customer portal (i.e. Coughlan’s Swim School App)
• Notice Period: Absences must be reported at least 4 hours before the session start time and can be submitted up to 10 days in advance.

Please Note -  Submitting future absences is strictly for the purposes of receiving makeup tokens. For all other absences or enquires regarding your child's enrolment, please contact reception at least 7 days before the direct debit date.

2. Make-Up Tokens

• Token Creation: A make-up token will be added to the student’s account only AFTER the missed session has taken place. For this reason, make-ups cannot be attended in advance.
• Token Validity: Tokens expire 10 days after the missed session.
  

3. Redeeming Make-Up Tokens

• Customer Portal Only:: Make-up classes must be scheduled through your customer portal (i.e. Coughlan’s Swim School App).
• Class Availability: Redeeming tokens is subject to class availability. Unfortunately, we cannot guarantee the availability of classes when redeeming a make-up token.
• Non-Reversible: Once a make-up token has been redeemed, it cannot be reversed or undone

General Terms and Conditions

• Non-Transferability: Make-up tokens cannot be transferred to other students.
• No Cash/Credit Conversions: Make-up tokens cannot be converted to credit or redeemed for cash.
• Active Enrolments: Makeup tokens are only available to students with an active enrolment.
• Discretion: Make-up tokens are offered as a courtesy to support our swimmers' ongoing development and are provided at our sole discretion.
• Technical Issues: We are not responsible for any technical issues or limitations with the Customer Portal that may affect token redemption.
• No Adjustments: No credits, extensions, or additional tokens will be issued for issues arising from the make-up procedure or system errors.

REMINDER - Part month payments 

If you intend to swim for only part of the month and wish to receive a discount on your monthly fees, please contact reception at least 7 days before the direct debit date. For part month pricing, please refer to squad brochures. Note: Attendance for 3 weeks is equal to the full monthly price.

We appreciate your cooperation and thank you for supporting Coughlan’s Swim School.