Splash ‘N’ Learn Policies & Procedures.
Updated 30th May 2023
In addition to the following regulations, Splash N Learn to swim follow and abide by the ASCTA policy/procedures which can be found at http://www.ascta.com/About/Policies-and-Procedures
LESSONS:
Bookings in school terms: Lessons will run all year round and must be booked for a FULL term or upon enrolment e.g. remainder of the term. Students will be booked into a class for the full term with the same day & time weekly. Once an email confirmation is sent the lessons cannot be changed or cancelled without incurring a cancellation fee, subject to individual cases. Classes are scheduled according to age or ability and instructors are assigned accordingly.
Re-enrolments: Lessons will be automatically rolled over into the following term, unless the customer opts out or other arrangements are made. The same day & time will continue unless the customer requests a change, opts out or there is a change in the student’s level. In some cases, changes may be required at SNL’s discretion. All lessons will be subject to availability and numbers. Requests for changes or to opt out must be done within the given time, as stated in the email. Failure to do so and any request to change or cancel after this point will incur a cancellation or rescheduling fee. If there is a venue change e.g.: to Rochester Public Pool lessons may have to be changed, however a discussion will be had with the parent before this occurs.
Ratios: We divide infant and toddlers into a number of key stages to reflect the developmental characteristics. Children over three years are grouped according to Swim & Survive levels. The maximum ratio in all parent child group lessons at the private pool is 1 instructor : 6 students. The maximum ratio of all other group lessons at the private pool is 1 instructor : 4 students. Ratios at any outdoor pool can be up to 1 instructor : 8 students.
New families to SNL: May be required to attend an assessment lesson.
3-year-old students: All 3-year-old students who are new to SNL will be strongly encouraged to participate in parent-child classes to begin. Then, if the student is found to perform better without the adult, changes will be made.
Family/shared Private lessons: Lessons are available for up to four members (family or friends). If one member of the shared private cannot make a lesson, they will be entitled to a makeup lesson in a group, or if all members are unable to attend, a replacement family private can be arranged. One person to be nominated as the account holder & responsible for full fees.
Outdoor lessons: Customers are responsible for pool entry fees at the outdoor pools. No makeup lessons will be offered.
Public holidays: Lessons will NOT run on public holidays.
MAKE-UP, CANCELLATIONS & RESCHEDULED:
Reschedule policy: If the customer needs to reschedule lessons already confirmed or after the nominated date, e.g., a change in available days there is a fee of $20 per student. Rescheduling is subject to lesson availability and is not interchangeable throughout terms.
Cancellation Policy: Once customers have been notified lessons are organized for the term or the nominated date has passed, the lessons are reserved and cannot be cancelled without an administration fee of $40 per student. Cancellations by Splash ‘N’ Learn will be credited or made up where possible. Refunds for customer nominated cancellations will not be available without a medical certificate.
One makeup lesson is gifted per term, for ILLNESS ONLY: You MUST notify of non-attendance at least 1 hour before the lesson in the SwimBiz portal or in exceptional circumstances via email. Failure to do so will result in the lesson being forfeited. Customers must search and request their make-up lesson via the customer portal. Make up lessons are subject to availability and must be used before the end of the current term. If customer has 2 lessons per week, they are entitled to 2 makeup lessons for the term. Once a makeup lesson is made you cannot change the lesson for another time. Failure to attend lesson will mean the make-up lesson is forfeited. Makeup lessons CANNOT be exchanged for cash refunds or credited.
No makeup lessons are gifted at any outdoor swimming lessons or when booking for less than a whole term.
Exceptional circumstances suspensions: Under special circumstances (e.g.: broken bone, major surgery, serious family trauma) customers will have the option of postponing lessons until further notice. We reserve the right to request a specialist certificate. All fees will be held in credit for a period of 12 months, refunds will not be offered. Re-enrolment may need to be on a different day/time to the original lesson time.
PAYMENTS:
Fees: To secure booking, payment in full or a payment plan through the customer portal must be arranged prior to the date set on the invoice. SNL reserve the right to increase lessons fees as necessary at the beginning of a new term.
Unpaid fees: If fees are not paid in full or an approved payment plan organised by set date on invoice lessons are subject to been automatically cancelled. It is possible legal action will be taken to recover outstanding monies with the customer being liable for all fees incurred.
Late Payment Policy: Once the term has been organised and invoices sent, all invoices remaining unpaid, (without a payment plan having been arranged) after the due date will incur a $20 late payment fee, to be automatically added to the invoice.
Discounts: Family discounts apply for term bookings, refer to website for further details. The class of lesser value is discounted. All pools are included in this discount.
Payment Plans: Customer must register with the 3rd party direct debit company. Then agreed amounts will be arranged and automatically debited through the 3rd party direct debit company. Any scheduled payment amounts which are dishonoured will be automatically rescheduled without notice. Consistent dishonoured payments will result in the payment plan being cancelled and the balance of the invoice to be paid in full.
Customer Credit: In the event of a customer having a credit amount on their account, that amount must be used within a 12 month period or will be forfeited.
Unforeseen circumstances: In the instance of an event whereby SNL must close due to circumstances beyond our control e.g. Mandated lockdown, weather event, road closures etc. customer refunds and/or credits will not be given.
Refunds: Refunds will only be given for cancellation of lessons at SNL discretion, we reserve the right to ask for a specialist certificate.
STAFF:
All staff and volunteers: All staff MUST hold current; Working with Children’s check, Police check and First Aid certificate. All instructors must hold a current Swim instructor qualification.
Behaviour Management Plan: Any behaviour deemed disruptive or dangerous will be managed in accordance to policies. Duty of care is of utmost importance to SNL when dealing with the high-risk environment. Discipline will be aligned between all SNL instructors and will used at all locations at the instructors’ discretion. We reserve the right to remove a student from the lesson if they repeatedly display dangerous or disrespectful behaviour and refusal to comply with the instructor’s requests.
Licensees: Splash N Learn to swim run under Life Saving Victoria Swim & Survive Program. Instructors will not sign off a level if not 100% confident. A certificate will be issued at the completion of a full term of lessons.
Privacy: Under no circumstances will personal information be given to any third party.
CUSTOMER RESPONSIBILITY:
All staff are to be treated respectfully and with courtesy at all times. While constructive feedback is appreciated, behaviour considered to be impolite e.g., swearing/destructive criticism/threats will not be tolerated and may result in instant cancellation of classes, without a refund.
Swim nappies: To ensure the highest possible water quality, children who are not toilet trained must wear a firmly fitting swim nappy. We reserve the right to ask any person that is not complying with this policy to exit the pool.
Adults: It is requested that all adults entering the pool shower beforehand. No fake tanning lotions are to be used and all other cosmetics (lotions, make-up etc.) are to be avoided where possible.
Photography: Photos/videos will only be taken if permission is granted upon enrolment. Photos/videos will not be placed on the Internet unless permission granted. Customers are welcome to take photos/videos of their children only in a lesson.
Complaints: Feedback or complaints will be taken seriously and dealt with professionally by SNL staff members.
Play equipment: Children are to play on our equipment at own risk. Splash ‘N’ Learn are not responsible for children on our play equipment. Play equipment and the pool yard are to be treated appropriately and for their intended use.
Illnesses: SNL follows the Victorian State Government Public Health and Wellbeing Regulations 2009 for advice on the minimum period of exclusion for infectious diseases. If a customer seeks advice from SNL, they will be provided information from the below schedule https://www2.health.vic.gov.au/public-health/infectious-diseases/school-exclusion
POOL:
Pool policy: All adults on the premises are responsible at all times for the safety and wellbeing of others. All safety procedures are to be adhered to at all times e.g. gates are be closed when not in use, pool equipment is to be used in the appropriate manner, objects in the pool yard are not to be thrown around, etc.
•ONLY students in the current lesson are permitted in the water, due to noise and distraction issues.
•Pool rules displayed in pool area must be obeyed by all patrons and we reserve the right to remove anyone if rules are not adhered to.
•Parents and guardians are responsible for the children in their care. Please be vigilant at all times.
•All visitors/customers must obey directions from staff always.
Safety: It cannot be stressed strongly enough that at no time does a person’s confidence or ability in the water eliminate the need for constant supervision by a competent adult when in the vicinity of water.
Updated 30th May 2023
In addition to the following regulations, Splash N Learn to swim follow and abide by the ASCTA policy/procedures which can be found at http://www.ascta.com/About/Policies-and-Procedures
LESSONS:
Bookings in school terms: Lessons will run all year round and must be booked for a FULL term or upon enrolment e.g. remainder of the term. Students will be booked into a class for the full term with the same day & time weekly. Once an email confirmation is sent the lessons cannot be changed or cancelled without incurring a cancellation fee, subject to individual cases. Classes are scheduled according to age or ability and instructors are assigned accordingly.
Re-enrolments: Lessons will be automatically rolled over into the following term, unless the customer opts out or other arrangements are made. The same day & time will continue unless the customer requests a change, opts out or there is a change in the student’s level. In some cases, changes may be required at SNL’s discretion. All lessons will be subject to availability and numbers. Requests for changes or to opt out must be done within the given time, as stated in the email. Failure to do so and any request to change or cancel after this point will incur a cancellation or rescheduling fee. If there is a venue change e.g.: to Rochester Public Pool lessons may have to be changed, however a discussion will be had with the parent before this occurs.
Ratios: We divide infant and toddlers into a number of key stages to reflect the developmental characteristics. Children over three years are grouped according to Swim & Survive levels. The maximum ratio in all parent child group lessons at the private pool is 1 instructor : 6 students. The maximum ratio of all other group lessons at the private pool is 1 instructor : 4 students. Ratios at any outdoor pool can be up to 1 instructor : 8 students.
New families to SNL: May be required to attend an assessment lesson.
3-year-old students: All 3-year-old students who are new to SNL will be strongly encouraged to participate in parent-child classes to begin. Then, if the student is found to perform better without the adult, changes will be made.
Family/shared Private lessons: Lessons are available for up to four members (family or friends). If one member of the shared private cannot make a lesson, they will be entitled to a makeup lesson in a group, or if all members are unable to attend, a replacement family private can be arranged. One person to be nominated as the account holder & responsible for full fees.
Outdoor lessons: Customers are responsible for pool entry fees at the outdoor pools. No makeup lessons will be offered.
Public holidays: Lessons will NOT run on public holidays.
MAKE-UP, CANCELLATIONS & RESCHEDULED:
Reschedule policy: If the customer needs to reschedule lessons already confirmed or after the nominated date, e.g., a change in available days there is a fee of $20 per student. Rescheduling is subject to lesson availability and is not interchangeable throughout terms.
Cancellation Policy: Once customers have been notified lessons are organized for the term or the nominated date has passed, the lessons are reserved and cannot be cancelled without an administration fee of $40 per student. Cancellations by Splash ‘N’ Learn will be credited or made up where possible. Refunds for customer nominated cancellations will not be available without a medical certificate.
One makeup lesson is gifted per term, for ILLNESS ONLY: You MUST notify of non-attendance at least 1 hour before the lesson in the SwimBiz portal or in exceptional circumstances via email. Failure to do so will result in the lesson being forfeited. Customers must search and request their make-up lesson via the customer portal. Make up lessons are subject to availability and must be used before the end of the current term. If customer has 2 lessons per week, they are entitled to 2 makeup lessons for the term. Once a makeup lesson is made you cannot change the lesson for another time. Failure to attend lesson will mean the make-up lesson is forfeited. Makeup lessons CANNOT be exchanged for cash refunds or credited.
No makeup lessons are gifted at any outdoor swimming lessons or when booking for less than a whole term.
Exceptional circumstances suspensions: Under special circumstances (e.g.: broken bone, major surgery, serious family trauma) customers will have the option of postponing lessons until further notice. We reserve the right to request a specialist certificate. All fees will be held in credit for a period of 12 months, refunds will not be offered. Re-enrolment may need to be on a different day/time to the original lesson time.
PAYMENTS:
Fees: To secure booking, payment in full or a payment plan through the customer portal must be arranged prior to the date set on the invoice. SNL reserve the right to increase lessons fees as necessary at the beginning of a new term.
Unpaid fees: If fees are not paid in full or an approved payment plan organised by set date on invoice lessons are subject to been automatically cancelled. It is possible legal action will be taken to recover outstanding monies with the customer being liable for all fees incurred.
Late Payment Policy: Once the term has been organised and invoices sent, all invoices remaining unpaid, (without a payment plan having been arranged) after the due date will incur a $20 late payment fee, to be automatically added to the invoice.
Discounts: Family discounts apply for term bookings, refer to website for further details. The class of lesser value is discounted. All pools are included in this discount.
Payment Plans: Customer must register with the 3rd party direct debit company. Then agreed amounts will be arranged and automatically debited through the 3rd party direct debit company. Any scheduled payment amounts which are dishonoured will be automatically rescheduled without notice. Consistent dishonoured payments will result in the payment plan being cancelled and the balance of the invoice to be paid in full.
Customer Credit: In the event of a customer having a credit amount on their account, that amount must be used within a 12 month period or will be forfeited.
Unforeseen circumstances: In the instance of an event whereby SNL must close due to circumstances beyond our control e.g. Mandated lockdown, weather event, road closures etc. customer refunds and/or credits will not be given.
Refunds: Refunds will only be given for cancellation of lessons at SNL discretion, we reserve the right to ask for a specialist certificate.
STAFF:
All staff and volunteers: All staff MUST hold current; Working with Children’s check, Police check and First Aid certificate. All instructors must hold a current Swim instructor qualification.
Behaviour Management Plan: Any behaviour deemed disruptive or dangerous will be managed in accordance to policies. Duty of care is of utmost importance to SNL when dealing with the high-risk environment. Discipline will be aligned between all SNL instructors and will used at all locations at the instructors’ discretion. We reserve the right to remove a student from the lesson if they repeatedly display dangerous or disrespectful behaviour and refusal to comply with the instructor’s requests.
Licensees: Splash N Learn to swim run under Life Saving Victoria Swim & Survive Program. Instructors will not sign off a level if not 100% confident. A certificate will be issued at the completion of a full term of lessons.
Privacy: Under no circumstances will personal information be given to any third party.
CUSTOMER RESPONSIBILITY:
All staff are to be treated respectfully and with courtesy at all times. While constructive feedback is appreciated, behaviour considered to be impolite e.g., swearing/destructive criticism/threats will not be tolerated and may result in instant cancellation of classes, without a refund.
Swim nappies: To ensure the highest possible water quality, children who are not toilet trained must wear a firmly fitting swim nappy. We reserve the right to ask any person that is not complying with this policy to exit the pool.
Adults: It is requested that all adults entering the pool shower beforehand. No fake tanning lotions are to be used and all other cosmetics (lotions, make-up etc.) are to be avoided where possible.
Photography: Photos/videos will only be taken if permission is granted upon enrolment. Photos/videos will not be placed on the Internet unless permission granted. Customers are welcome to take photos/videos of their children only in a lesson.
Complaints: Feedback or complaints will be taken seriously and dealt with professionally by SNL staff members.
Play equipment: Children are to play on our equipment at own risk. Splash ‘N’ Learn are not responsible for children on our play equipment. Play equipment and the pool yard are to be treated appropriately and for their intended use.
Illnesses: SNL follows the Victorian State Government Public Health and Wellbeing Regulations 2009 for advice on the minimum period of exclusion for infectious diseases. If a customer seeks advice from SNL, they will be provided information from the below schedule https://www2.health.vic.gov.au/public-health/infectious-diseases/school-exclusion
POOL:
Pool policy: All adults on the premises are responsible at all times for the safety and wellbeing of others. All safety procedures are to be adhered to at all times e.g. gates are be closed when not in use, pool equipment is to be used in the appropriate manner, objects in the pool yard are not to be thrown around, etc.
•ONLY students in the current lesson are permitted in the water, due to noise and distraction issues.
•Pool rules displayed in pool area must be obeyed by all patrons and we reserve the right to remove anyone if rules are not adhered to.
•Parents and guardians are responsible for the children in their care. Please be vigilant at all times.
•All visitors/customers must obey directions from staff always.
Safety: It cannot be stressed strongly enough that at no time does a person’s confidence or ability in the water eliminate the need for constant supervision by a competent adult when in the vicinity of water.
illness-recommendations__1_.pdf |
austswim_recognised_swim_centre_-_code_of_practice.pdf |