Terms of Service.


If you have any further questions around lessons, or any other area of your experience with us, then please speak to our friendly Customer Experience Team at your local centre.

Lesson Booking

Lesson bookings are ongoing until a cancellation request is received. This is the same for any ongoing monthly bookings for Aqua, or other similar services.

Missed Lessons

Those with an active booking can currently access up to 6 replacement lesson vouchers each year (Jan – Dec), in case you need to miss a weekly lesson due to illness or other important commitments.

To access a replacement lesson voucher, the lesson must be cancelled prior to its starting time. Suitable times for replacement lessons are subject to availability within our wider lesson schedule.  These vouchers have a 6-month expiry period, and are not transferrable, or redeemable for cash or credit. Replacement lesson vouchers and credits are not available for Aqua and similar “unlimited” services.

If you do need any additional help, please reach out to the team.

Lifestyle Hold

Those needing to miss two or more consecutive lessons can request a ‘Lifestyle Hold’. This will reduce the price of your lessons by 50%, for the duration of your absence. To request a ‘Lifestyle Hold’, simply notify the centre (prior to the first lesson you will miss), of the duration you will be away.

Available Discounts

Family Bookings

Save 30% on regular lesson fees when 3 or more members of your family book with us.  Discount will be applied to the 3rd (plus any additional) family members’ bookings.

Excludes additional lesson products such as ‘Boost’ lessons, holiday program, Aqua and similar “unlimited” services.

Additional Weekly Lessons

Save 30% on any additional lessons when booking 2 or more regular weekly lessons.  Extra weekly lessons are a fantastic way to boost progress.

Excludes already discounted fees such as those for 3+ family members, as well as additional lesson products such as ‘Boost’ lessons and holiday programs.

Payment Process

Payments for lesson fees are processed monthly via direct debit, 7 days prior to the upcoming month. This payment covers all regular lessons booked in the upcoming month (e.g., September 1 – 30). The total of your payment may change month-to-month, depending on whether 4 or 5 scheduled lessons fall in the upcoming month.

Aqua and similar “unlimited” services will be debited at a flat rate each month.

Payment for additional lesson bookings/purchases made through the family portal (outside of your regular lessons via monthly direct debit), will be processed via your nominated payment method at time of purchase. If you do make an unintentional purchase, please reach out to the team for help.

Product Returns & Exchanges

If you experience a fault or other issue with one of our retail products (eg Goggles, Fins, Swimwear, etc), please speak to our team about a remedy in the form of an exchange or refund within 30 days of purchase.  We don’t however offer these remedies for a change of mind.

Note: Swimwear products being exchanged for another (size/colour/style) must be undamaged, unworn and as new, with all labels, product tags and protective adhesive strips attached to be eligible.

Cancellation of Lessons

If you need to cancel an ongoing booking, a cancellation request is required at least 1 day prior to an upcoming direct debit, to ensure no further payments are processed. Cancellation requests should be submitted to your centre via email (see mobile app for centre contact details), or in person via our Cancellation Request Form (available in-centre). Please note that we do not offer refunds for issues which are out of our control such as a change of mind.

There will be rare times where lessons may need to be cancelled by your centre team, for the safety of our families. This is typically for reasons outside of our control such as extreme weather, equipment issues or incidents in the pool. Should this occur, a replacement lesson voucher will be issued to your account.

Your Aquatic Achievers experience is important to us. In the unlikely event that you don’t enjoy your lesson experience, please contact the team to provide feedback and explore available remedies.

Public Holidays

Our centres are closed on public holidays. If your scheduled lesson falls on a public holiday, a public holiday replacement lesson voucher will be issued to your account. Public holiday replacement lessons can be booked via Family Portal. Should this remedy not prove suitable, please contact the team to arrange a credit instead. Public Holiday vouchers expire 6 months from date of issue.

Public holiday replacement lessons and credits are not available for Aqua and similar “unlimited” services.

Easter & Christmas Breaks

Our centres close for Easter and Christmas breaks (see Aquatic Achievers Mobile App for dates).  Fees for any ongoing bookings across these periods are adjusted automatically.

Aquatic Achievers Credits

Any remaining credit on your Aquatic Achievers account remains valid for 6 months from the date of issue.

Parent/Guardian Responsibility

It is a condition of entry that children remain the responsibility of their Parent/Guardian at all times. Even though teachers will share in this responsibility during lessons, Parents/Guardians must remain nearby (in-centre) during this time.

Privacy and Media Policy

Download a copy of our Privacy and Media Policy below:

Aquatic Achievers Privacy and Media Policy

Experience Guarantee

[New Bookings] If your Aquatic Achievers experience doesn’t live up to your expectations within the first 30 days, we’ll cancel your booking with a full refund of any lesson fees paid. There are also various support options we are happy to explore with you if required.

If you do want to share positive, or constructive feedback with us at any stage of your Aquatic Achievers experience, please share this with your centre team, or via feedback@aquaticachievers.com.au.

Vouchers & Programs

Aquatic Achievers are an approved provider of Service NSW ACTIVE KIDS and FIRST LAP programs. These vouchers are eligible for regular lesson bookings only and exclude other lesson products such as ‘Boost’ lessons and holiday programs. For more information including terms and conditions, please visit these links for First Lap Program or Active Kids Program.

Gift Cards are available for purchase. Gift cards expire 3 years from date of issue and are not redeemable for cash.

Aquatic Achievers ‘Lesson vouchers’ are often provided as prizes or promotion within the community. Lesson vouchers expire 1 year from date of issue and are not redeemable for cash. Lesson vouchers are valid for swimming lesson products only (excludes retail items such as swim wear, swim gear, food and beverages).

‘10-pack’ and other product voucher bundles are available for purchase. These vouchers do not currently hold an expiry period and are non-refundable.

Whistleblower Policy

Download a copy of our Whistleblower policy below:

Aquatic Achievers Whistleblower Policy

Risk Management Statement

Download a copy of our Risk Management Statement below:

Aquatic Achievers Risk Management Statement

Offers & Promotions

12 Days of Xmas Fundraiser

Competition is exclusively for customers of Aquatic Achievers. Fundraiser is conducted annually to proudly support our community partners Surf Life Saving Australia (SLSA) in the form of a lump sum donation, based on funds raised. Raffle tickets are available for purchase between November 13 – 30, 2023. Winners will be drawn from December 1 and announced daily between December 1 – 12. Prizes are not transferrable, or redeemable for cash or credit (other than gift card or lesson credit prizes). Once received by winner, lost or damaged prizes will not be replaced. Prizes drawn from December 1, 2023 at Aquatic Achievers HQ.

Mater Bundle of Joy

Offer of $50 Starter Voucher credit available to Mater Bundle of Joys members only. Present your Starter Voucher in centre to redeem. Available to new students only. Limit of 1 credit offer per student. Aquatic Achievers reserves the right to discontinue participation in the program at any time.

30% off for 3 months offer

Terms: Offer is for a limited time only. Simply mention the offer at time of booking to redeem. 30% discount is valid for regular, group lesson fees only (including any pro-rata payments). Offer does not include private lessons, casual bookings, swim gear, food or beverage, or other services. Available to new students under the age of 5 years only, starting lessons with us before December 15, 2023 (unless extended). Not valid in conjunction with any other offer, not transferrable, or redeemable for cash or credit.

Aquatic Achievers reserves the right, at its sole discretion, to modify the facilities, services, fees or to modify these terms, at any time and without prior notice. If we modify these terms, we will always have the most up to date terms on our website at aquaticachievers.com.au. By continuing with Aquatic Achiever’s services after these terms are updated, you are indicating that you agree to be bound by the updated terms