Terms & Conditions
Dolphin Swim Group cannot guarantee the same teacher for every session, but we will try our best. All our instructors are ASA or STA qualified teachers, hold a lifeguard or NRASTC award, have enhanced DBS disclosures and are fully insured. Refusal to accept a lesson from a replacement teacher will result in that lesson being forfeited.
During their swimming journey with Dolphin Swim Group, the day and time of a swimmer’s lesson is subject to change as they progress through the scheme. We will contact you with suitable classes when this is the case.
All lesson fees must be made and up to date prior to a swimmer’s lesson. Swimmers will not be allowed to participate in any class until a monthly subscription is set up and lesson fees up to date on our booking system. As subscriptions are taken on the first of every month in advance of lessons, new customers who begin lessons before making their first subscription payment will be subject to a prorated charge for the remaining lessons that month. On occasion, customers may be sent an invoice for services or products outside of their monthly subscription. This is paid for separately and cannot be added to the monthly subscription. Details on how to pay, as well as what the charge is for, will be communicated. Lesson fees paid to Dolphin Swim Group only permit the swimmer to take part in their lesson. Fees do not permit a parent, guardian or sibling to swim, attend the pool, gym, a fitness class or otherwise.
Re-enrolment is completed automatically by a subscription payment made through our booking system on the 1st of every month. This monthly payment will continue until you cancel via your online account or give a months’ written notice via email to [email protected]. If the payment fails on the 1st, there will be up to 4 retry attempts over the next week. Swimmers will be refused entry during this period and any lessons affected forfeited until payments are brought up to date. It is the customer’s responsibility to maintain payments for the swimmer’s lessons as their place may be forfeited and offered to someone else if payments are not up to date.
Any lessons not attended by a swimmer are forfeited, whether due to illness or holidays. The safety and progression of your child’s swimming is of paramount important to us, so we want to keep disruption to a minimum. Therefore, if a child is more than 10 minutes late or visibly distressed at the start of their lesson, they will be refused entry and their lesson forfeited. If a lesson is cancelled for unforeseen reasons by Dolphin Swim Group, a message will be sent at our earliest opportunity via text to the mobile phone number on your account. It is the customer’s responsibility to keep Dolphin Swim Group updated of any changes to the details submitted to us on your initial booking. Any cancelled lessons by us, will be rearranged as a catch-up lesson. If these are not suitable, cancelled lessons credits can be collected on the swimmer’s account. Once a swimmer has reached 4 lesson credits, their next subscription payment will be paused for 1 month. Any lesson credits which have not been used, will be redeemed once a swimmer’s subscription has been cancelled and carried forward for the appropriate number of lessons. Lesson credits do not have a monetary value and cannot be refunded, transferred nor can they be redeemed, until 4 credits have been collected.
There may be times when the swim school has to close as witnessed during COVID-19 and the National Lockdowns. These events, and others which may happen in the future are out of our control and we may have to close in similar circumstances again. If this was to happen, all customers who have made a payment, and are owed lessons, will have lesson credits applied to their account.
adverse weather conditions
Unfortunately, in this country, we are often on the receiving end of some really bad weather. Heavy rain, gale force winds, snow, ice, etc.! This can sometimes result in a pool being closed because staff can’t get to work. If this happens, we will let you know with as much notice as possible. A catch-up lesson, or lesson credit, will be offered when the pool reopens. But if the pool is open, and the teacher is in attendance, our lessons will go ahead as normal.
Lessons/services cannot be cancelled once a payment has been made nor can they be transferred, offered as credit or be refunded. If a swimmer does not wish to continue their lessons, please cancel via your online account or give a month’s written notice via email to [email protected].
Any lessons not attended by a swimmer are forfeited, whether due to illness or holidays. Customers are able to view our holiday/closure schedule on our website. If a lesson falls on these dates, the monthly subscription price will not be changed. If a customer does not wish to enrol for that month, please cancel as per our ‘reenrolment’ provision above. Cancellation cannot be completed retrospectively and, as such, we will not offer refunds, or partial refunds for lessons which fall on these dates.
medical/behavioural conditions and individual needs
It is important to us that we provide the best lesson for each swimmer with us however, Dolphin Swim Group cannot accept responsibility for the medical/behavioural condition or other needs of any swimmer unless a full disclosure of the details has been made through your initial booking. Should anything change, it is the customer’s responsibility to keep Dolphin Swim Group updated of any changes to the details submitted to us on your initial booking.
Swimmers, parents, guardians, siblings and all other associates must observe the venue’s rules whilst within the facilities. Club staff shall retain the right to refuse admission. It is imperative that customers do not enter the facility until 10 minutes BEFORE their lesson, and that swimmers are on poolside NO MORE than 5 minutes before the commencement of their lesson. Parents/guardians and those wishing to view lessons, are not permitted as we are implementing a one parent/guardian policy in response to Covid-19.
In the event of a swimmer, parent, guardian, sibling or other associate refusing to obey an instruction from a member of staff, behaving in an unruly manner towards a member of staff or any other person, or causing damage to pool premises or equipment in those premises, the swimmer shall not be permitted to continue with the lessons. Dolphin Swim Group reserves the right to terminate the lessons without further notice and without being required to offer any credit or refund to the swimmer. The swimmer shall not be accepted for any future courses also. The staff reserve the right to enforce their own centre rules with regard to behaviour. Any swimmer, parent, guardian, sibling or other associate behaving in a manner that the centre feels inappropriate or detrimental to other members will be informed as such and may be therefore asked to leave the premises. Any such behaviour may result in Dolphin Swim Group reserving the right to terminate the lessons without further notice and without being required to offer any credit or refund to the swimmer. The swimmer shall not be accepted for any future courses also.
Parents/guardians taking photos during a lesson is strictly prohibited. Any customer seen to be taking photographs/videos during a lesson may be asked show and then delete the footage, as well as being asked to leave the premises. Dolphin Swim Group reserves the right to terminate the lessons without notice nor being required to offer any credit or refund to the swimmer and will not be accepted for any future courses.
Dolphin Swim Group cannot accept liability for the loss of, or damage to, any personal effects brought to any session and you are therefore requested to ensure that no valuable items are brought to swimming lessons. Nor does Dolphin Swim Group take responsibility for vehicles left at the premises and are left at the customer’s own risk.
condition of pool premises
Whilst Dolphin Swim Group will make all reasonable efforts to ensure that the condition of the pool premises, including the changing rooms, washing facilities, the pool and poolside area are in suitable condition, they do not accept liability for any injury to a swimmer which may be caused by any defect and further advise that any claim arising from such a defect must be addressed to the proprietors of the pool premises.
transmission of infections
Any swimmer/parent/guardian suffering from an infectious ailment (or symptom/s) will not be allowed to participate in their lesson until the infection has cleared or they waited for the appropriate isolation period. More so than ever with diseases such as Covid-19, we have to be vigilant for the safety of other customers and staff, so we ask for your cooperation. Please read our Covid-19 policy for further information. Dolphin Swim Group reserves the right to refuse entry, or ask a swimmer to leave mid lesson, if they reasonably believe the swimmer to be ill and these lessons will be forfeited. Dolphin Swim Group will not accept liability for any infection passed from one customer to another.
Dolphin Swim Group and the pool owners cannot accept any responsibility for any incident that was the sole responsibility of the swimming teacher in charge of the class or lesson in which the incident occurred. Full liability, in such cases, is with the teacher delivering the lesson.
In case of any dispute, please write to us at [email protected]. Your correspondence will be replied to within 5 working days.
These terms and conditions may be changed at any time at the discretion of Dolphin Swim Group and were last updated 16th March 2022.