Terms & Conditions - Booking, Payment, Refunds and Cancellation

Welcome to the Carol Saunders Swim School Family!

Thank you for choosing to learn to swim with the CSSSFamily. Please read through the following terms and conditions which are applicable to all swimming sessions at all venues

If you have any questions please contact us terms@carolsaundersswimschool.co.uk

Acceptance of Terms and Conditions

By booking or attending swimming lessons with Carol Saunders Swim School, Tiddler’s Academy & Mermaid Cove Academy you understand and accept these terms and conditions and they will form part of the contract between us. Carol Saunders Swim School & Tiddler’s Academy reserves the right to vary these terms and conditions at any time.

Carol Saunders Swim School is an agent for the independent teachers that deliver the swimming lessons to you In such capacity it will introduce you to the independent teachers that provide the lessons and take payment from you for the delivery for those lessons for and on the independent teachers behalf.

Booking Process

Carol Saunders Swim School & Tiddler’s Academy lessons run throughout the year as rolling terms in accordance with our published term dates. All term dates and details are available on our website in the Venue’s section and as an existing customer in your online portal ‘Fish Tank’.

Once enrolled you are booked in to lessons for the year unless we receive written cancellation notice on or before the given cancellation dates.

Minimum lesson booking = One full term of lessons

When signing up to Carol Saunders Swim School & Tiddler’s Academy for the first time, details of the courses you are booked into, the dates and times during the first term and the venue will have been agreed with you in advance.

Lessons are non- transferable and non-refundable.

Non-attended lessons are forfeited and are non- refundable.

Personal Information and Medical Conditions

Carol Saunders Swim School needs to know personal details about you including essential information regarding next of kin. Please provide all details to ensure your lessons are delivered effectively and in the unlikely event of an emergency situation all personnel are fully informed.

You will notify Carol Saunders Swim School in writing upon booking of any Special Education Needs or Disabilities (SEND) any illnesses / medical needs / ongoing assessments. You will also notify us of any changes in any Special Education Needs or Disabilities (SEND) any illnesses / medical needs / ongoing assessments. Carol Saunders Swim School cannot be held responsible for the safety of swimmers when information has been withheld.

You can update your personal and medical information via your online personal portal “Fish Tank”. Your swimming teacher will be notified on their registers of any update in medical conditions and / or SEND.

Rolling Terms

Upon booking you will be provided with the cancellation deadlines for the year across the 5 rolling terms (please see the “Cancellation Policy”). If you do not wish to be re-booked for any new term it is vital that you inform the office by the stated cancellation deadline. You can do this by either email or post. As you have instructed a direct debit mandate and if you do not contact us by the specified deadline your place will be re-booked and the refunds policy referred to below will apply.

You will not be re-booked if: (a) your current class date, time or venue needs to change for any reason, and/or (b) you have informed us on or before the cancellation deadline date that you do not wish to re-book.

In order to give existing Carol Saunders Swim School & Tiddler’s Academy swimmers priority for lessons each term, we use an automatic re-booking system. This means that, unless you inform us that you either wish to change venue, day or time, or alternatively that you wish to stop altogether, you are re-booked onto the next course during the current term.

Payments are accepted via Monthly direct debits or in full for each term by a specified payment deadline.

Direct debit payment is made by an initial payment and then a monthly Direct Debit payment thereafter on the 1^st of every month (please see the “Payment Policy”).

Please note Carol Saunders Swim School accepted payments for lessons for and on behalf of each of the individual teachers that will deliver the lessons who will be paid a proportion of the payment made by you

Changing Class Times and Venues

Upon booking with Carol Saunders Swim School parents / carers must accurately advise and provide evidence of any previous swimming achievements to ensure appropriate class allocation.

On the first lesson all swimmers are informally assessed (parents / carers / swimmers are unaware) to ensure appropriate class allocation. As Carol Saunders Swim School have high expectations at each Learn to Swim Stage outcomes some swimmers may be moved into an alternative class to ensure their swimming needs are met. We endeavour to keep class times as similar as possible but unfortunately cannot always guarantee this. If your change in class results in a change of your class dates, times or venue, we will endeavour to give you as much notice as possible

As you or your swimmer progresses with their lessons you may find your class size reducing (as other swimmers progress / swimmers move times /days etc.). Once a class has become too small to function properly we may need to merge it with another. We endeavour to keep class times as similar as possible but unfortunately cannot always guarantee this. If the merger of your class with another results in a change of your class dates, times or venue, we will endeavour to give you as much notice as possible.

As you / your swimmers progress they may need to move into a more advanced class which may be at a different time or a different venue. We endeavour to keep class times as similar as possible but unfortunately cannot always guarantee this. If your swimmer needs to change classes to meet their needs and results in a change of your class dates, times or venue, we will endeavour to give you as much notice as possible.

Should you need to swap venues we’ll do our utmost to accommodate you, but unfortunately this cannot be guaranteed. Please note that you will need to have completed your current course before changing venues.

Payment Methods

We accept the following payment methods: 

Payment Policy

Payment for lessons can be made via monthly direct debit or termly in full. When you pay for classes you will make your initial payment / full term payment by Debit/Credit Card over the phone or via BACS. Following this you will be sent log in details to your personal "fishtank" portal.

Discount codes will be provided upon request to ensure Sibling Discounts are appropriately applied.

If the course is being paid for by someone other than yourself, you are responsible for informing that person of our payment policies, deadlines etc., and relaying any communication with regard to re-booking or payments of any sort.

Payment Policy - Paying in Full

Termly payments must be made by cash, debit or credit card and for existing customers payment can be made directly through your fish tank portal. Payment in full for 10 lessons needs to be completed by the re-booking deadline date stated within your re-booking email we shall send you in order to secure your place. Please note that we do not accept payment by American Express.

Swimmers are automatically re-registered for each new term and full term invoices are issued by email at the start of week 6/10 (when a term is shorter this date moves accordingly)

All payments must be made in full by the re-booking deadline date stated on your invoice. This will be week 8/10 of each term (when a term is shorter this date moves accordingly)

All late payments (received after the due date on your invoice) will be subject to a £10 late payment charge

Please note Carol Saunders Swim School accepted payments for lessons for and on behalf of each of the individual teachers that will deliver the lessons who will be paid a proportion of the payment made.

Payment Policy – Direct Debit

On enquiry you will receive your initial payment amount and the Direct Debit payment plan for the annual pro rata of lessons.

The initial payment  must be paid for in full by the required due date.

All late payments (received after due date on your invoice) will be subject to a £10 late payment charge.

Initial payment can be made by Bank Transfer / Debit Card / *Credit Card.

Once your Initial payment is received you will be receive your  Direct Debit mandate link to complete the payment process.

All lesson payments are collected by Direct Debit over 12months. Collections are made by Direct Finance Collections and will show on your bank statement as “Debit Finance Collections Plc”.

All Direct Debit payments are collected on the 1^st of every month as an 12month pro-rata Direct Debit

Please note Carol Saunders Swim School accepted payments for lessons for and on behalf of each of the individual teachers that will deliver the lessons who will be paid a proportion of the payment made by you

Sibling Discounts

Sibling discounts are 10% of the annual price paid. The discount is only applicable to related Siblings who are enrolled in like for like classes.  Please contact the office to gain your sibling discount code.

Refunds and Cancellation Policy

Carol Saunders Swim School & Tiddler’s Academy are not bound by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Carol Saunders Swim School & Tiddler’s Academy is under no obligation to refund or transfer your money in the event that you are unable to attend part of or the entire course, unless otherwise specified below. We regret that we are unable to offer an alternative for missed lessons. Unfortunately, what seems like one simple request is an impractically huge administrative task when spread across hundreds of swimmers.

It is a Carol Saunders Swim School & Tiddler’s Academy policy that you should never have to chase a refund. If a credit is applied on a card transaction, normal banking procedures are for that credit to appear in your account after 3 working days.

Cancellation requests must be made in writing by email to info@carolsaundersswimschool.co.uk on or before the deadline dates provided upon booking. Beyond this date Direct Debit payments will continue to be paid and Carol Saunders Swim School & Tiddler’s Academy are under no obligation to provide a refund.

All cancelled lessons are non-refundable. Cancelled lessons are applied as credit against online "fish tank" swimmer account and are then applied as lesson credits in the next available lesson / term.

If you pay via direct debit your direct debit can be reduced to take this into account.

If you are not returning to lessons  your lesson credits will be applied as replacement lessons credits and must be taken by / on the next available date provided.

Lesson credits have no monetary value, and cannot be refunded. If you do not attend the offered catch up lesson dates your credits will no longer be valid.

Any unauthorised cancellations of Direct Debits will result in late payment charges. These collections are made by a collection company Debit Finance Collections plc.

New Customers Refunds and Cancellation Policy

As a new Carol Saunders Swim School & Tiddler’s Academy swimmer you may cancel your contract with Carol Saunders Swim School & Tiddler’s Academy within 7 days of the date you receive a copy of these Terms and Conditions and we will refund your money.

As a new Carol Saunders Swim School & Tiddler’s Academy swimmer if your lessons have commenced within the above 7day cancellation period, you may cancel your lessons and we will issue you a refund minus the expended lessons and a minimum £30 cancellation charge.

As a new Carol Saunders Swim School & Tiddler’s Academy swimmer you may also cancel your booking at any time up to the commencement of your third class, Carol Saunders Swim School & Tiddler’s Academy will refund the unused balance of your term fees, minus a minimum £30 cancellation charge and cancel your Direct Debit instruction. Thereafter, Carol Saunders Swim School & Tiddler’s Academy is under no obligation to refund any part of the course fee.

Existing Customers Refunds and Cancellation Policy

As an existing Carol Saunders Swim School & Tiddler’s Academy swimmer and you do not wish to be re-booked onto the next term, you must notify us before the specified cancellation deadline date. If you cancel a booking for the next term at any time after the cancellation deadline date has passed but prior to the course commencing, we will issue a refund minus a minimum £30 cancellation charge. Once the course has started Carol Saunders Swim School & Tiddler’s Academy are under no obligation to provide a refund if you wish to cancel.

Cancellation requests must be made in writing by email to info@carolsaundersswimschool.co.uk on or before the deadline dates provided upon booking. Beyond this date direct debit payments will continue to be paid and Carol Saunders Swim School are under no obligation to provide a refund. 

Cancelled Lessons and Term Start Date Delay

In the unlikely event lessons cannot commence on the provided start date, Carol Saunders Swim School will provide you with an alternative start date and any lesson credits will be applied to your online “Fish Tank” swimmer account. In the event of a term start date delay the Refunds and Cancellation Policy applies.

In the instance that a pool cannot be used in the short term, we will endeavour, where possible, to reschedule your lesson. In this instance Carol Saunders Swim School is not responsible for any travel expenses incurred. In the event of us having to cancel a lesson and we are unable to reschedule the cancelled lesson, we will apply the appropriate credit to your online “Fish Tank” swimmer account.

Where a pool is not available on a longer term basis (in excess of one week), on grounds outside our control, then we cannot be responsible for providing any further lessons to you during that time. If this occurs, and in the event that it is not possible for Carol Saunders Swim School to reschedule the classes, we will credit your online “Fish Tank” swimmer account and lesson credits can be applied to future lessons.

Cancelled lesson credits are non-refundable. If you pay by direct debit your direct debit will be reduced to take this credit into account.

If you are not returning to lessons, your lesson credits will be applied as replacement lesson credits and must be taken by on the next available dates provided.

Lesson credits have no monetary value, and cannot be refunded. If you choose not to attend the offered catch up lesson date/s your credits will no longer be valid.

Carol Saunders Swim School cannot accept responsibility of pool closure for public health issues due to pool contamination (faecal / vomit). Refunds / credits will not be applied.

Force Majeure, Power Cuts, Adverse Weather, Disasters, Terrorism, War and Pandemics

Carol Saunders Swim School is under no obligation to refund lessons that may be missed due to local adverse weather when the venue and environs are safe and accessible and lessons are held. We regret that we are unable to offer automatic refunding or rescheduling of lessons in the event of adverse conditions local to yourselves preventing you from attending a scheduled class.

Lessons may be cancelled by Carol Saunders Swim School in the event of adverse and / or extreme weather conditions. We will not be able to refund these lessons; they will be rescheduled.

Any cancellations due to force majeure, power cuts, adverse weather, disasters, terrorism, war and pandemics will not be refundable, as these are out of our control.

Illness

Should your child or the adult taking your child into the water have, or develop, any known or suspected medical condition, you must please consult your doctor before bringing them swimming and inform head office in writing via email or post. All information received is treated in confidence and with sensitivity.

To prevent the spread of any serious illness (Cryptosporidiasis / Giardiasis / Gastroenteritis) it is vitally important in the instance of diarrhoea and / or vomiting that you / your swimmer must have been clear of all symptoms for at least 72 hours (3days) before attending a lesson. Please inform Carol Saunders Swim School if you / your swimmer is experiencing prolonged periods (more than 5days) of diarrhoea and / or vomiting and seek medical attention.

Never bring your child swimming if they have any illness such as an ear infection, diarrhoea, vomiting, chicken pox, impetigo, conjunctivitis or a bad cold. Please wait until your doctor has given the all-clear before returning to classes.

Our teachers may refuse entry to you / swimmers if they reasonably believe that you / your swimmer is not well enough to participate.

If you wish to withdraw your child from the lessons on medical grounds then we require a letter from your GP or Specialist detailing the nature of your child’s ailment and confirming that your child has been medically advised not to swim for the period of the relevant ten week booking. We also require a formal letter of withdrawal and request for a refund from you. Any refund given on these grounds shall be apportioned according to the number of lessons remaining in the course, from the date of receipt of the aforementioned Doctor’s certificate and your written notification. The refund will then be sent to you at the end of the term.

Video and Photography

No cameras or recording equipment of any description may be used during a Carol Saunders Swim School lesson or by any swimmers, parents / carers or spectators.

No underwater cameras or underwater recording equipment of any description may be used during a Carol Saunders Swim School lesson.

Underwater cameras or underwater recording equipment may only be used by swimmers / teachers during a specific Underwater Camera lesson / Snorkelling lesson.

Carol Saunders Swim School continually strive to improve the teaching standard of our workforce and for quality assurance we will, on occasion, video record lessons. The video recording will only be seen by Carol Saunders Swim School staff. The video will not be used for anything other than for the teachers to gain feedback from their Carol Saunders Swim School mentors and assessors. Carol Saunders Swim School expressly forbids the right to reproduce any part of our lessons in any form (e.g. on the internet, DVDs, photographs etc.).Anyone suspected of continually filming or photographing the lessons for any purpose will be asked to stop filming and leave the lessons / venue.

Carol Saunders Swim School cannot be held liable for the actions of third parties and, therefore, excludes to the fullest extent possible by law, any liability arising from a breach of this section headed “Video and Photography” by any party.

Lost Property and Valuables

All property left in changing rooms or on the poolside and all property (including prams) left in entrance halls or outside, is left at your own risk. Any odds and ends / consumables found (shampoo, underwear / socks, hair accessories, drinks bottles, etc) will immediately be disposed of.

All jewellery (except wedding rings) must be removed before entering the water.

All lost property will be kept at the venue for a maximum of 2weeks. After this date the lost property will be recycled / reused or destroyed. Carol Saunders Swim School cannot accept responsibility for disposal of lost property by the venue owners in accordance with their own Lost Property Policy.

Carol Saunders Swim School cannot accept any responsibility for the loss or damage of any personal possession.

SMS and Email

Carol Saunders Swim School will make all non-urgent contact with you via Email or by your online profile ‘The Fish Tank’

Carol Saunders Swim School will make contact with you via SMS to the assigned mobile number in the event of an urgent notification. Carol Saunders Swim School cannot be held responsible for incorrect contact details or unread messages.

Carol Saunders Swim School will make contact with you via mobile telephone call to the assigned mobile number in the event of an emergency situation. Carol Saunders Swim School cannot be held responsible for incorrect contact details, unanswered calls or missed voicemails.

Liability and Behaviour Policy

Swimming is a physical activity and there are risks involved. By enrolling with Carol Saunders Swim School you the swimmer/parent/guardian accept all responsibility and risks for partaking in swimming and physical activity and have sought medical approval.

Physical / verbal aggression and verbal / written threats will not be tolerated under any circumstances and will result in the cancellation of your lesson booking and removal from lessons and registration without financial reimbursement.

Carol Saunders Swim School may at its own discretion refuse entry to a swimmer / parent / carer to the lessons if it is felt that the swimmer / parent / carer behaviour or the behaviour of those associated with the swimmer / parent / carer is unreasonable.

Exclusion of Liability - In the absence of any proven negligence, lack of due diligence or breach of duty by the teacher(s), Carol Saunders Swim School Ltd., its contractors or employees, the participation of you, your spouse/partner, child or those in whose care you have placed your child for the purpose of attending or observing Carol Saunders Swim School swimming sessions is done so entirely at yours and their own risk.

Limitations of Liability - Whilst every reasonable precaution is taken by us to ensure security and safety at our swimming lessons, we shall not in any way be liable for any loss or damage arising in any way from our swimming lessons or the venues we use. However, nothing in these terms and conditions shall limit the liability of any person for death or personal injury caused by negligence

Any claim against us arising from attendance at one of our swimming lessons must be notified in writing to us within six months from the day of the relevant swimming lesson and we shall not be liable for any claim that is notified to us after this time.

In any event, we shall not be liable to you;

(a) for any purely economic loss, for consequential or indirect losses or for any loss of profit or opportunity; (b) (where the claim is insured) for any loss which we are unable to recover from any insurer; (c) (where the claim arises as a result of something which was done or not done by a third party) for any loss which we are unable to recover from that third party; and (d) for any loss which is greater than the fee paid by you for the relevant swimming lesson or course of swimming lessons. In the event that you cause harm, damage, loss or injury to any other person or property during the course, you agree to indemnify us and reimburse us for all claims, losses, damages, expenses (including legal fees), and any other liability suffered by us as a result of such harm, damage, loss or injury caused by you.

We shall not be liable for any loss or theft of your personal possessions and all property left by you in changing rooms, the car park or anywhere else on or in the vicinity of our venues is done so at your own risk.

Safeguarding

Carol Saunders Swim School is committed to providing good child safeguarding practice for all our swimmers and we have adopted the Swim England Safeguarding Policy – Wave power, a copy of which is held by the Carol Saunders Swim School Head Office or can be viewed and downloaded from www.swimming.org

Carol Saunders Swim School Safeguarding policy is one where we accept that good safeguarding and fair play is paramount for all our swimmers.

If you have a question or concern regarding child welfare, the Carol Saunders Swim School Welfare Officer should be informed on 01757 709703. Alternately, there is a dedicated helpline for anyone wishing to raise a safeguarding or welfare concern directly to Swim England called Swim line on 0808 100 4001.

Complaints and Feedback Policy

If you have any complaints or feedback to make, please email a thorough report of your complaint to Carol Saunders Swim School - info@carolsaundersswimschool.co.uk

Complaints will be acknowledged upon receipt and investigated within 24 hours.

Reports will be requested from all concerned.

In any incidence of the claimant escalating the complaint as an unsatisfactory outcome the Company Director’s will resolve the complaint. The Director’s decision is final.

Teachers

Carol Saunders Swim School will endeavour to notify parents / carers of any permanent changes to your Swimming Teachers. However this is not always feasible due to circumstances beyond our control and Carol Saunders Swim School reserve the right to change your Swimming Teachers and Teaching Assistants without notification to swimmers/parents/carers.

Whilst it is our policy that we endeavour to provide you with the same teacher, we cannot guarantee this and fall ill, take holidays, leave etc. Also, due to the extremely thorough nature of our continued training, we may occasionally need to have a new teacher teaching and /or assisting your class. They are always fully trained at this point, but need to teach a series of ‘live classes’ in order to complete their assessment process.

Unfortunately we cannot give advance warning when this may happen and, whilst we always try to limit it, it is a necessary part of our commitment to quality.

Awards

Awards are sold at £3.80 which includes a signed and dated certificate and badge. Parents will be notified of any awards being achieved via email and payment can be made on your “Fish Tank” portal.

Once payment has been made the award will be presented to the Swimmer on the final lesson of the term (this will be week 8 or 10 dependant on term length). Award payments must be received at least 10 working days prior to the final lesson of the term in order to guarantee the award can be printed and ready for presentation. A deadline date will be advised via email each term.

Any awards paid after the cut off date will then be printed and presented at the end of the following term

Parents / Carers can opt to pay P&P via the online portal “Fish Tank” and have the certificate delivered to the home address.

Lesson Feedback

Written feedback in relation to swimmers progress can be requested once per term via your person swimmer ‘fish tank’ portal.

Please do not approach teachers during lessons; their duty of care is to the swimmers and any distractions could result in accident / injury

Changes to Terms and Conditions

From time to time we may update these terms and conditions by sending you either an updated version or notification of minor changes. You are free to not accept these changes but we would ask you to notify us in writing of your non acceptance within 7 days of your receipt, failing which we will be entitled to treat our agreement with you as being subject to the updated version.

These terms and conditions are attached to every email enquiry and are readily available on our website. Please contact Carol Saunders Swim School & Tiddler’s Academy head office to request paper copies of Carol Swim School Policies. An admin fee is applicable to cover the costs of paper, printing and postage.

Any diversion from the above terms and conditions are gestures of goodwill on part of Carol Saunders Swim School & Tiddler’s Academy.

These conditions are implemented to ensure the smooth operation of your lessons.

Thank you for your co-operation.

Carol Saunders Swim School