Terms of Service.

 

If you have any further questions around lessons, or any other area of your experience with us, then please call one of our friendly Reception 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.

COVID-19 Measures

Any COVID-19 measures must be followed by all people incur centres. These measures include: 

  • Practicing safe distancing, hygiene, visitor flow and other associated measures as directed by our staff and relevant signage.
  • Any students or guardians feeling unwell or showing symptoms of COVID-19 should not attend lessons. Instead, please contact your centre team for replacement options. To protect the health and safety of all Aquatic Achievers visitors, staff reserve the right to refuse entry to anyone who is suspected to be unwell or showing symptoms.
  • Any children or guardians that have been in contact with a confirmed case of COVID-19 must follow any applicable Government health directives in their state (including testing and/or isolation periods) before returning to lessons. If required, please contact your centre team for options to replace lessons missed due to COVID-19.
  • Any students or guardians who have recently travelled overseas must follow any applicable Government health directives in theirstate (including testing and/or isolation periods) before returning to lessons. If required, please contact your centre team for options to replace lessons missed due to COVID-19.

During this time, should you or your family need to isolate or miss a lesson due to illness, additional replacement lesson vouchers can be accessed by contacting your centre team. 

Missed Lessons

Those with an active booking can access up to 4 replacement lessons each calendar year (Jan – Dec). We make these available should you need to miss a weekly lesson due to illness or other important commitments; you can catch up this valuable learning at their earliest available opportunity. Replacement lessons are limited, to encourage consistency and a commitment to steady progression in the program.

Lessons must be cancelled prior to the starting time to access a replacement lesson voucher. Suitable times for replacement lessons cannot always be guaranteed as they are subject to availability within our wider lesson schedule.  Vouchers issued to help replace general missed lessons are not transferrable, or redeemable for cash or credit. Replacement Lesson vouchers expire 6 months from date of issue.

Replacement lessons and credits are not available for Aqua and similar “unlimited” services.

During this time, should you or your family need to isolate or miss a lesson due to illness, additional replacement lesson vouchers can be accessed by contacting your centre team.

Lifestyle Hold

Those needing to miss two or more consecutive lessons are able to 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, holiday program, Aqua and similar “unlimited” services.

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.

Refunds & Returns

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

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).

In the unlikely event that you encounter a problem with your lesson experience, please contact the team to explore available remedies. Please note that we do not offer refunds for issues which are out of our control such as a change of mind (including due to COVID-19).

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 discuss additional options. 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 after your final lesson with us (following a cancellation request). 

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 a number of 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. 

Parent/Guardian Responsibility

Children remain the responsibility of their Parent/Guardian at all times. Even though teachers will share in this responsibility during lessons, we ask that Parents/Guardians remain nearby (in-centre) during this time. 

Media Policy

Aquatic Achievers places great importance on the privacy of our customers. From time to time we use photographs and videos of lessons, events or centre operations for promotional purposes. In cases where we wish to use up close images or a photograph/video that focuses on a specific child or parent (as opposed to general group or facility shots) we will always ask for and obtain written consent from our customers. While Aquatic Achievers retains the ownership of this media, and along with its assigns, the right to use it, any request from our customers to remove images from our digital media will be done so immediately. 

As we welcome our customers to take photography or video of their child at swimming lessons, we do so with the following agreements in place: 

  • You may only photograph/video children you are responsible for. 
  • No photos or video can be taken in change rooms or bathrooms or shower areas. 
  • Where you are concerned with photos / video being taken by another person please raise this with us immediately. Once raised with our team this will be addressed using established procedures to help protect your privacy. 
  • Teachers have the right not to be photographed/filmed if they request. 
  • Filming large portions or entire lessons is not permitted. 
  • We also reserve the right to inspect, stop or delete any images/video material if we suspect inappropriate photography. 

 

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. 

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 15 – 30, 2021. 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, 2021 at Aquatic Achievers HQ. Aquatic Achievers employees, suppliers and their families are ineligible to win prizes, but are welcomed to contribute to fundraising.

 

SWIM 2 WIN

One automatic entry per active child lesson booking.  “Active lesson bookings” do not include Starter Sessions, Baby Play,  or Aqua Fitness. Winners must be holding an active lesson booking at time of draw on Feb 28, 2022. Prizes are not redeemable for cash or credit. Winners will be notified directly, as well as posted to our Facebook and Instagram pages. Prizes will be shipped to winners current Aquatic Achievers centre then notified when ready for collection.

 

Charlie & Lucy’s Australian Adventure

Our Major Prize Draw is available exclusively for customers of Aquatic Achievers. Winners must be holding an active, regular lesson booking at time of draw on August 3, 2022. “Regular lesson bookings” do not include casual or temporary bookings such as Starter Sessions, Baby Play, or Aqua Fitness. Prizes are not redeemable for cash or credit. Winners will be notified directly, as well as celebrated on our social media pages. Major Prize winners will each receive a Prezzee Gift Card to the value of $1000, to spend with the travel provider of their choosing. Aquatic Achievers accepts no responsibility for any issues experienced during travel and bookings with third parties, undertaken as a result of winning these prizes.