1. Acceptance of Terms and Conditions

By booking or attending a swimming lesson with Swim Superb, you accept the terms outlined in this document. These terms form a binding contract between you and Swim Superb.

 

2. Changes to Terms

Swim Superb may update these terms occasionally. You will be notified of updates either by  receiving the new version or by being informed of minor changes.

 

3. Booking Conditions

Bookings can be made:

• By phone: 01257 443476

• Online: via our booking system

You must provide all required personal and contact information when booking. You are responsible for keeping this information up to date via your unique Soakly account. A link to create this account will be sent via email after booking.

 

4. Payments

• Initial payments are made via card.

• Ongoing payments are made by monthly subscription via Stripe.

 

Important:

• A £10 administration charge applies if the Direct Debit setup is incomplete or late.

• If payments are missed despite reminders, Swim Superb reserves the right to deny pool access. Persistent non-payment may be referred to a debt recovery agency, which may add fees.

• Payments reflect the number of scheduled lessons in that month. E.g., 5 Mondays = 5 lessons charged.

 

• If your venue operates term-time only, no charges will apply during breaks. Do not cancel subscriptions, you won’t be charged during inactive periods.

 

5.​ Money back guarantee

Customers are entitled to a 4-week cooling period, which covers the first four lessons booked. If you wish to cancel within this period, you may do so by providing written notice via email to hello@swimsuperb.co.uk.

No notice period is required during this cooling period, and a full refund will be issued for any remaining lessons not attended following cancellation.

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6. Lesson cancellations

• If you wish to cancel your swimming lessons, we require a calendar month’s notice written notice to hello@swimsuperb.co.uk, as outlined below:

Notice given on or before the 5th of the month:

Your final lesson will be at the end of the current month.

Notice given after the 5th of the month:

Your final lesson will be at the end of the following month, giving a full month’s notice.

For example:

Notice given on 3rd June → lessons end 30th June

Notice given on 10th June → lessons end 31st July

This policy allows us to manage class availability fairly and ensure a smooth experience for all families.

• Cancellation is only confirmed once you receive a response from us.

• We do not accept cancellations via phone, WhatsApp, or social media.

Note:

• Notice starts from the date we receive your email.

• Lessons already attended cannot be included in the notice period.

• Missed lessons are non-refundable.

Medical Absence

For extended medical absences, contact us. Refunds are not guaranteed but may be considered with a doctor’s note for absences of more than 6 consecutive lessons.

 

7. Taster Lessons

All taster lessons are non-refundable.

 

8. Refunds, Cancellations & Pool Closures

By booking lessons with us, you agree to our Refund Policy, below is a summary:

• Log absences promptly by sending an email to hello@swimsuperb.co.uk.

• No obligation exists for catch ups or refunds for missed lessons.

• Catch up lessons are not equal to a monetary value and will not be considered for a refund.

• If catch ups are offered, they must be used within the current month.

• All absences must be logged at least 24 hours before your lesson to be considered for a catch up.

• In the event of short-term pool closures, we will try to reschedule or relocate your lessons.

• We are not liable for travel expenses.

• If closures exceed 4 weeks due to reasons beyond our control, lesson credits will be held for use within 6 months.

New Clients:

• Initial booking payments are non-refundable.

• Once a term begins, no refund is given for missed sessions, except in line with the calendar month cancellation policy.

 

9. Data Protection (GDPR)

Personal data is handled according to GDPR. By engaging with Swim Superb, you consent to the collection and use of your data as outlined in our Privacy Policy.

 

10. Instructors

All class leading instructors are:

• Fully qualified

• Insured

• Hold Enhanced DBS checks

While we aim for consistency, we reserve the right to replace instructors if needed. All substitutes are fully qualified.

 

11. Photography & Videography / Mobile phone use

• Mobile phone use is banned poolside and in the changing rooms for Safeguarding purposes.

• Photography and video recording are not permitted unless your venue information states otherwise.

• Occasionally, Swim Superb may take promotional media. If you do not consent, please inform us when booking.

Media may be used for:

• Instructor training

• Educational documentation

• Marketing (e.g., social media, website)

All media is the copyright of Swim Superb.

 

12. Medical Information

• Disclose all medical conditions during registration. Update details via your Soakly account.

• Instructors have discretion to exclude swimmers from lessons based on illness or health concerns.

• See section 5 for absence due to illness.

 

13. Code of Conduct – Swimmers

• Arrive on time and do not eat for at least 1 hour before lessons.

• Wear goggles and a swim hat unless medically exempt.

• Enter the pool area no earlier than 3 minutes before the lesson.

• Follow the instructor’s directions.

• Inappropriate behaviour may result in immediate exclusion from the session.

• Remove all jewellery and avoid wearing glasses during lessons.

• Do not attend if unwell (e.g., flu, conjunctivitis). Wait 48 hours after sickness/diarrhoea.

• Wear appropriate swimwear. Swim nappies and leak-proof protection are required for non-toilet-trained children.

 

14. Code of Conduct – Parents / Guardians / Spectators

• A responsible adult must be present at all times.

• One adult per child is permitted at lessons.

• Follow each venue’s specific rules.

• No food or drink at poolside (water is allowed).

• Remove outdoor footwear before entering poolside.

• Help us keep facilities clean—report concerns to hello@swimsuperb.co.uk.

Swim Superb maintains a zero-tolerance policy towards inappropriate or disruptive behaviour. Any such behaviour by a parent, guardian, swimmer, or associated individual may result in the immediate cancellation of lessons. In such cases, Swim Superb reserves the right to refuse further provision of swimming lessons without obligation to provide a refund or alternative arrangements.

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15. Communication with Instructors

Please do not interrupt lessons. Contact the office with any queries or feedback:

• Call: 01257 443476

• Email: hello@swimsuperb.co.uk

 

16. Responsibility & Liability

• Swim Superb is not responsible for loss or damage to personal items.

• Lost property will be held at the venue for 2 weeks, after which it may be disposed of.

 

17. Complaints Procedure

If you are dissatisfied with our service, please contact us directly via phone or email so we can resolve the issue.

 

18. Pool Safety

• In emergencies, follow instructions from staff as per the venue’s Emergency Action Plan (EAP).

• If evacuation is required, leave immediately, do not retrieve belongings from the changing rooms.