Policies

Enrollment

Enrollments can be taken at any time with a pro-rata price charged for the remainder of the payment period plus a bond totalling two weeks’ worth of lessons per child.
Bookings are on a permanent basis only. This means that your lesson is reserved for you, and will be charged for regardless of attendance. No casual lessons will be offered.
Family discounts apply to members of the immediate family residing at the same residential address for 3 or more children when 3 or more children are all participating in lessons at the same time.
Enrollments carrying over from the previous payment period must be paid for in full before the new payment period commences or your space will be forfeited.

Payments

Enrollment is not confirmed until the first payment have been received. Payment must be made prior to the second lesson commencing.
Invoices will be issued monthly and must be paid in full 2 weeks’ after the date of issue.
Initial payment may be by bank transfer . Subsequent payments are to be by direct debit. Instruction on how to set up direct debit will be emailed to you. Lessons cannot be held or reserved without payment.
In the event of pool closure, or cancellation by management you will not be charged and your account will be adjusted accordingly.

In the event of an extended absence (4 weeks or more) where you would like to hold your child’s place, you will be charged 50% of your full fee price per affected child to be able to return to that place. You will not be entitled to make-ups for the missed lessons. Helen's Swim School reserves the right to change or cancel the class to best suit the operations of the swim school during your absence and will contact you to arrange an alternative option.

Make ups

Make-up lessons are not guaranteed and options may be restricted due to availability. This includes days, times and instructors. We cannot guarantee availabilities that suit your preferences.
Make-up lessons do not replace your normal class or reduce your next month’s fees.
Make-up lessons are a privilege not provided by other extra-curricular activities. If you are not available to attend one of the make-up classes available to you outside of your current class time you will forfeit them after 120 days from the missed lesson.
Accounts must be up to date to be eligible for a makeup. If your account is not up to date, you are not eligible for a makeup lesson, regardless of notification of absence.
Notification of absence must be received a minimum of 60 minutes prior to the lesson to be missed to be entitled to a make-up via the customer portal. All notifications after this time or no notification at all will result in no make-up being issued.
When booking your make-up please take note, if you are unable to attend your booked make-up for any reason you will forfeit that class. Make-ups cannot be changed or moved once they have been booked.
No make-ups can be made if you are not currently booked in to a permanent class or have outstanding fees. In the case of cancellation of your permanent class, you will forfeit any current makeups in the system as of the date after your last class.
It is a parent/guardian’s responsibility to book makeup lessons via the customer portal . It is not Helen's Swim School's responsibility to chase up makeup lessons.
It is the responsibility of the parent/guardian to arrange make-up lessons within the notified cancellation period. Any make-ups not used by the last lesson will be forfeited.
It is in your child’s best interests that absences are restricted to instances of genuine illness.

Cancellations

2 lessons written notice is required via email- . Your notice will not take effect until we receive the email.
You are required to pay in full for this 2 lessons notice period, regardless of attendance. There are no refunds.
It is the responsibility of the parent/guardian to arrange make-up lessons within the notified cancellation period. Any make-ups not used by the last lesson will be forfeited.
If your account is outstanding, you will be re-invoiced for the remaining outstanding amount. Helen's Swim School reserves the right to engage debt collectors to collect outstanding accounts if payment has not been received within the requested time.

Health

All children not toilet trained or currently undergoing toilet training are required to wear a swim nappy at all times in the water and pool enclosure. This is regardless of age and to maintain a higher health standard.
In the case of a soiled nappy, parents are not permitted to strip off the child in or near the pool.
Helen's Swim School reserves the right to charge customers up to the full amount of the total cancelled lessons (up to 2 hours after the incident for in water incidents) due to vomit or faecal matter of their child in or around the pool where lessons need to be cancelled due to health standards. This will be enforced especially in cases where the customer failed to take preventative measures such as a double nappy, prior incidents or vomiting in the household in the last 48 hours.
Helen's Swim School staff reserve the right to not admit entrance/remove any child or adult into the pool/facility based on illness, open/weeping wounds or behavior. A make-up lesson will not be offered in this instance.
Reasons to not attend lessons are (but not limited to): lethargy, fever/clammy skin, shivering, abnormal skin coloring (paleness/excessively red), any signs of rash or unexplained dots/hives/rings/bite like skin marks that have appeared unexpectedly, weeping sores/cuts/abrasions that cannot be adequately covered or dried, infections including ear/chest/throat/nose and UTIs, any colored snot (yellow/green/white/red/black) other than clear (clear is normal and fine to swim), vomiting and diarrhoea. Helen's Swim School reserves the right to ask for medical clearance before being permitted on the premises.
In the case of vomiting, the last vomit must have occurred at least 48 hours prior to the lesson for either child or adult to attending (watching or swimming).
In the case of diarrhoea, the last loose stool must have occurred 48 hours prior to the lesson for the child or adult to attend classes in the water, and a minimum of 24 hours for those watching on the side.
These conditions are based on Queensland Health guidelines and safe pool operating guidelines to reduce the chance of contamination and spread of infection.