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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, BabySwim, public swimming, casual or BOOST Holiday Program bookings. If you do need any additional help with missed, or upcoming bookings, please reach out to the team.

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.

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.

Excludes additional lesson products such as BOOST Holiday Program, Aqua, BabySwim, public swimming and casual bookings.

Available Discounts

Family Bookings

Save 25% 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 Holiday Program, Aqua, BabySwim, public swimming and casual bookings.

 

Additional Weekly Lessons

Save 25% 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 Holiday Program, Aqua, BabySwim, public swimming and casual bookings.

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.

Some monthly services such as Aqua, 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.

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.

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.

Cancellation of Lessons

If you need to cancel an ongoing booking, a cancellation request is required by close of business the 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 some issues outside 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 unforeseen circumstances 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.

Experience Guarantee

[New Bookings] If your Aquatic Achievers experience doesn’t live up to your expectations within the first 30 days, we’ll help 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 as 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.

Government Program Vouchers

Aquatic Achievers are an approved provider of Service NSW ACTIVE & CREATIVE KIDS and FIRST LAP programs, as well as the QLD Gov SwimStart Program. You are welcome to redeem these vouchers via your centre team at time of booking and beyond.

 

QLD Gov FairPlay Vouchers: Although ‘learn to swim’ lessons are excluded from the eligible activities list for this program (so we are ineligible to register as an approved provider), Aquatic Achievers wishes to encourage all children to learn to swim. If you wish to start swimming (over other eligible activities), we will recognise the equivalent value of one voucher per child at time of booking, to help you get started (subsequent vouchers will not be accepted).

All vouchers we redeem will be applied as a credit on your Aquatic Achievers account, and can not be refunded or redeemed for cash. These vouchers are valid towards fees for ongoing learn to swim lesson bookings only, and not valid for other lesson products and services such as swimming gear, food & beverage, ‘Boost’ lessons, holiday programs, Aqua, BabySwim, public swimming, casual bookings and “unlimited” services.

For more information including other third-party terms and conditions, please visit First Lap Program (NSW), Active & Creative Kids Program (NSW), or SwimStart Program (QLD) websites.

Aquatic Achievers Credits

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

Additional Swimming Programs

SchoolSwim & KindySwim

Quotes are valid for 30 days from date of issue. Program times are subject to availability and not confirmed until quote is signed and returned to your Aquatic Achievers representative. A 10% deposit may be requested and is payable 30 days prior to program start and is not refundable. To cancel a program, written notice is required 30 days prior to program start, and for ongoing bookings, 14 days notice is required. Custom swim cap colours can be ordered with 60 day’s notice and may be subject to minimum quantities. Type of swim cap and bag included are subject to change at Aquatic Achievers’ discretion. Non-Aquatic Achievers facilities we operate in must be compliant with industry guidelines such as Royal Life Saving Guidelines for Safe Pool Operation. We reserve the right to confirm such compliance, and cancel lessons if non-compliance is found.  Additional support people for participants with such requirements remains the responsibility of their education provider.

 

BabySwim

BabySwim session prices may vary between Aquatic Achievers centres. Sessions are available to children between 3 months old and 6 months old only, and are subject to availability at participating centres. Booked sessions can be rescheduled by contacting the team before the session’s start time, but replacement vouchers are not available for BabySwim. Any bookings that are not attended will be forfeited. Upon reaching 6 months old, the team will assist children to transition into our ‘Squirts’ level of the Solo1 Program.

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.

Free Lessons Forever Offer

Promotion period 28 September – 20 December, 2022. Offer available to new starters under the age of 3 years. Promotion excludes Private lesson bookings. Mention/select “Free Forever!” code while booking to be eligible. 10 prizes available for eligible new starters under 3. Eligible bookings are a regular group lesson booking completed including all relevant personal and billing details. Regular booking must still be active at time of draw to remain eligible. Free Starter Sessions are not an eligible ‘booking’ type. Prizes include 1 free weekly group lesson, each week, for the life of their booking. Prize excludes all other products or services such as swim gear, food and beverage, holiday workshops, Boost lessons, private lessons or additional weekly lessons. If this regular booking is cancelled at anytime, remaining prize value will be forfeited. Prizes are not transferrable or redeemable for cash or credit. “New booking” refers to a child new to Aquatic Achievers, or who hasn’t held an active booking for 12 months or more. Aquatic Achievers reserves the right to extend the offer period at their discretion. Promotion ends 20 December, 2022 unless extended. Winners will be contacted by 20 January, 2023 (unless period is extended and new draw date announced).

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

Privacy and Media Policy

Download a copy of our Privacy and Media Policy below:

Aquatic Achievers Privacy and Media Policy

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