Carol Saunders Swim School

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 naiomi@carolsaundersswimschool.co.uk

Acceptance of Terms and Conditions

By booking or attending swimming lessons with Carol Saunders Swim School you understand and accept these terms, conditions and policies and they will form part of the contract between us. Carol Saunders Swim School 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 of those lessons for and on the independent teacher’s behalf.

Booking Process

Carol Saunders Swim School lessons run throughout the year as rolling terms in accordance with our published term dates. All term dates and details are available and can be viewed in your personal online portal ‘Fish Tank’.

Once enrolled you are booked into lessons for the year unless we receive written cancellation notice.

When signing up to Carol Saunders Swim School 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.

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

Lessons run throughout the year in back-to-back terms split into 10 week blocks (holiday dates apply and vary from venue to venue). Swimmers are automatically re-booked for each new term (10-week blocks) and full term invoices are issued by email at the start of week 6, 16, 26, 36, 46 (when a term is shorter this date will move accordingly)

If you do not wish to be re-booked for any new term, please inform the office before the payment deadline date of the next block and the registration will be cancelled.

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 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 automatically re-booked.

Payments are required in full for each term. You will be provided with a specified payment deadline to secure your place within your chosen class / time / venue.

Once booking is confirmed by payment and you will be given access to your unique online portal “Fish Tank” (please see the “Fish Tank Porthole Policy”).

Please note Carol Saunders Swim School accepts 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 where required.

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 must be made termly in full by the payment deadline date stated within your email and on your invoice, and prior to attending your first lesson . When you register for classes you will be sent login details to your personal ‘fish tank’ portal where you can access your invoice and make payments.

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.

Payments must be made by debit or credit card directly through your fish tank portal or vias BACS (account details are available on your invoice).

Payment is required in full for the term and must be completed by the booking / re-booking deadline date stated within your email and on your invoice in order to secure your place.

We do not accept payment by American Express. Any payments made by American Express incur huge charges which we will need to recoup these from you to ensure payments for your lessons are covered.

Swimmers are automatically re-registered for each new term and full term invoices are issued by email at the start of week 6, 16, 26, 36, 46 (when a term is shorter this date will move accordingly)

All payments must be paid in full by the re-booking deadline date stated on your invoice. This will be week 8, 18, 28, 38, 48 (when a term is shorter this date will move 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 accepts payment 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..

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. Sibling discounts are a goodwill offer and can be withdrawn at any time. Any sibling withdrawn and a deficit on the siblings account due to a sibling discount must be paid in full.

Refunds and Cancellation Policy

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

Carol Saunders Swim School 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.

All cancelled lessons are non-refundable. Cancelled lessons are applied as credits on your online “Fish Tank” swimmer account and are then applied as lesson credits to the next available lesson.

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.

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.

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

If you would prefer to use your credits as payment against swimmer awards please contact the office directly.

New Customers Refunds and Cancellation Policy

As a new Carol Saunders Swim School swimmer you may cancel your contract with Carol Saunders Swim School 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 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 swimmer you may also cancel your booking at any time up to the commencement of your third class, Carol Saunders Swim School will refund the unused balance of your term fees, minus a minimum £30 cancellation charge. Thereafter, Carol Saunders Swim School 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 swimmer and you do not wish to be re-booked onto the next term, you must notify us on or before re-registration for the next term and before the payment deadline date on your invoice.

If you cancel a booking for the next term having made payment, but 7 days prior to your course commencing, we will issue a refund minus a minimum £30 cancellation charge.

Once the course has started Carol Saunders Swim School are under no obligation to provide a refund if you wish to cancel, and your cancellation will be applied to the next upcoming block of lessons.

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 are not returning to lessons, your lesson credits will be applied as replacement lesson credits and must be taken by on the next available consecutive 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 environments 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. 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

WE have a no grey areas policy when it comes to electronic devices / video and photography. Phones / any recording device is not permitted on the premises of any of our venues.

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 strives to improve the teaching standard of our workforce and for quality assurance we will, on occasion, video record lessons and swimmers consent will be requested prior to filming. 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

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.

Valuables and Jewellery

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 possessions.

SMS and Emails

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 with less than 24hours notice. 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 at naiomi@carolsaundersswimschool.co.uk. Alternatively , 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.

Dogs are not permitted on any swim school venue grounds.

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; the teacher falls ill, takes holidays, leaves 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. 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 £4.00-£4.80 which includes a signed and dated certificate and badge / lapel. 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 depending on term length).

Award payments must be received by the requested due date 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 Policy and Procedures

Lessons are non- transferable and non-refundable.

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

Parents/Carers are responsible for their children at all times outside of the lesson.

Eating is strictly prohibited during lessons. It is the parent / carers responsibility to ensure your child/children are not eating food and or chewing gum.

Nappies must be taken with you and not disposed of at any venue

The use of talcum powder is prohibited at all venues - Talc causes cleanliness issues, making the floors hazardous and can cause issues for those with breathing conditions such as asthma.

For reasons of health, hygiene and swimming efficiency; swimming hats are compulsory and must be worn at all venues.

Structure and Delivery

Class lessons are 30minutes in duration. Registration, welcome and the application of secure swimming aids are included within the lesson duration.

Carol Saunders Swim School Lead Teachers are minimum:

Level 2 Swimming Teachers
Insured members of their governing body
Enhanced DBS certified
Lifesaving / First Aid qualified
Safeguarding and Protecting Children and Vulnerable Adults qualified

Swimmers will be physically supported in the water by teachers and assistants. By continuing with your booking and attending lessons you give permission for Carol Saunders Swim School teachers and assistants to provide manual / physical support to your child during swimming lessons.

Carol Saunders Swim School teachers plan and deliver lessons which compliment early year’s foundation stages and the national curriculum through a games based approach with lots of fun, songs, interaction and sensory experiences.

Secure swimming aids (shark fin / swim belt) may be applied to swimmers up to and including Stage 1, 2 & 3.

Swimming aids (woggles, floats, boards, pull-buoys, etc) will be used by all swimmers at all Stages.

The use of buoyancy and swimming aids are not detrimental to a swimmer’s development, progress or performance.

The use of buoyancy and swimming aids are complementary to the development of the mechanics of learning to swim and ensuring the correct development of all swimming strokes and drills.

Swimmers can cover a lot of distance during a lesson and the use of swimming aids allows the completion of a distance using progressive practices with the repetition and reinforcement of correct technique.

Swimmers will have the opportunity to swim / perform water skills during lessons without the use of aids to ensure they learn and understand buoyancy and floatation.

We always do our utmost to meet the above pupil ratio’s, however, staff do go on holiday, are taken ill, etc and in the event these cannot be met, pupil to teacher ratios will always be within the recommended guidelines as published by the Institute of Sport and Recreation.

Parent, Babies & Toddlers = 1:12 (1 Teacher to 12 Pairs (1Baby + 1Parent))
Non-swimmers and beginners = 1:12
10m plus Improving swimmers = 1:20
25m plus Competent swimmers = 1:20

Lesson Completion

Once lessons are complete, all parents / carers must be readily available to collect their swimmer at the end of lessons from poolside.

Please make your way to the changing rooms appropriate to age and gender:

Swimmers aged 8+ years old – children must use the appropriate changing room applicable to their gender.
Swimmers under 8 years old – use the changing rooms according to parent / guardian gender.

Please ensure you take everything with you including nappies / rubbish / consumables.

Lesson Feedback

Written feedback in relation to swimmers progress can be requested once per term via your 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.

Accepting the element of risk undertaking Swimming Lessons

As with any physical activity, there are elements of risk. Carol Saunders Swim School risk assess every class type at every venue and put procedures in place to reduce the level of risk. By attending swimming lessons you are accepting the following risks:

At times non-swimmers will let go of the wall or a float / woggle and may go under the water. This is part of learning to swim and the natural inquisitive nature of children exploring their surroundings and their limitations. Carol Saunders Swim School have trained lifeguards, teachers and assistants on hand to ensure any non-swimmers who do let go are spotted, approached calmly and encouraged to independently ‘right themselves’ back on to the swimming aid (float / woggle) and / or to make their way back to the wall. If they are struggling then they will be given manual assistance.
At times weak swimmers will tire, they may let go of their float / woggle and may go under the water. This is part of learning to swim and the natural inquisitive nature of children exploring their surroundings and their limitations. Carol Saunders Swim School have trained lifeguards, teachers and assistants on hand to ensure any weak swimmers who do lose their swimming aids are spotted, approached calmly and encouraged to independently ‘right themselves’ back on to the swimming aid (float / woggle) and / or to make their way back to the wall. If they are struggling then they will be given manual assistance.
Swimmers of all ages are expected and taught to attempt to exit and enter the water safely. Swimmers will still be encouraged to attempt to climb out and given instruction how this should be performed.
A swimmer is not classed as a swimmer at Carol Saunders Swim School until they can swim all four strokes with competency and cover a minimum distance of 400m using competent swimming strokes.

Changes to Terms and Conditions

From time to time we may update these terms and conditions. These terms and conditions are attached to every email enquiry and are readily available on our website. Please contact Carol Saunders Swim School 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.

Whilst we give our utmost service to all our swimmers and work hard to give every swimmer our fullest attention, progression is not linear and not guaranteed.

We are happy to discuss any of our Terms and Conditions, Code of Conduct and this Disclaimer at your time of booking.

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

Thank you for your cooperation.