Terms & Conditions

1. General Lesson Policies

1.1 All children swimming in a 1:2 lesson, working toward stage 5 and above: If a partner cannot be found for the child, SwimWay will honour the booking for the first two scheduled lessons in the term. If a partner still has not been found by the end of the second scheduled lesson, you will have the following options:

1.1.1 Dependent on availability, move to another suitable lesson time/day/venue that has a child to partner with. However, if the pairing is a mismatch, and the instructor informs us that the children cannot swim together, you will then need to choose an alternative time/day/venue if one is available, or choose one of the options from 1.1.2 – 1.1.4

1.1.2 Change your booking to 1:1 private lessons for the remainder of the term. The difference in fees for the remaining lessons will then be due

1.1.3 Choose to not continue and be refunded for the remaining lessons in the term

1.1.4 You source a partner of a similar age/skill level to join the lesson yourself.  If the instructor informs us that the children are not a suitable match, you would then need to choose one of the options from 1.1.1 – 1.1.3

1.2 Children swimming in a 1:2 lesson, working toward Stage 4: If a partner cannot be found for your child by the start of the rebooking period for the following term, you will need to pay the private lesson rate should you wish to re-enrol.  SwimWay can continue to advertise the space as a 1:2 should you request it, and if a suitable partner is found, the price difference will be refunded accordingly

1.3 If your child is assessed as working toward stage 4 or above, due to low demand, they may not be allowed to swim in any slots before 4.00pm on weekdays unless booked into a 1:1 lesson, or in a 1:2 lesson with a partner you have sourced yourself

1.4 Each pool operates with certain age or skill level limits for children’s lessons as detailed below. If you are swimming in a 1:2 lesson, you will fall under the restrictions outlined in clauses 1.1 – 1.3.  If you are swimming in a 1:1 lesson, we will provide further guidance if required

1.4.1 Kensington/Holland Park & Queen’s Gate/South Kensington: Specialises in lessons for children from beginner through to stage 6, up to the age of 9 years. Children aged 9 or over, or gaining stage 6, will only be able to swim privately. Additionally, SwimWay does not source partners for 1:2 lessons at these venues.  Should you experience any mismatches/changes to your 1:2 booking for any reason, you would need to source a new partner or pay an additional fee to change your booking a 1:1 class

1.4.2 Balham/Tooting Bec, East Sheen Gordon Avenue, Wimbledon/Southfields & Clapham Common West Side: Specialise in lessons for children from beginner through to stage 6, up to the age of 9 years

1.4.3 Putney West & Wandsworth Common: Specialises in lessons for children from beginner through to stage 4, up to the age of 8 years

1.4.4 East Sheen Sheen Mount School & Kew Gardens: Specialises in lessons for children from beginner through to stage 8, up to the age of 12 years. Children aged 12 or over, or gaining stage 8, will only be able to swim privately

1.4.5 East Sheen Home Guard Club: Specialises in lessons for all ages and abilities.

1.5 Should the instructor verify that a 1:2 lesson is  not a suitable match, the priority over the lesson time goes to the child who has been booked in the lesson for the longest period of time. In this case, SwimWay will try to offer alternative spaces for the second child to move to. If these alternatives are not suitable, or none can be found, SwimWay will offer a full refund for the remaining lessons in the term for the child who is leaving the lesson

1.6 1:2 lessons may be paired with a child of a higher or lower stage.  SwimWay will always defer to the instructor’s decision should there be any question as to whether a 1:2 pairing is suitable/unsuitable

1.7 All bookings are made at the discretion of SwimWay.  We reserve the right to refuse, change, move or cancel a booking in cases where it may breach these terms, cause certain operational costs to not be covered, or other reasonable grounds

1.8 People should not swim if they have any significant illness such as (but not limited to) COVID-19, ear infection, chicken pox, a bad cold, or any other contagious illness. If any person entering the water has had sickness or diarrhoea, they should not use swimming pools whilst symptomatic, or for 48 hours after symptoms have completely ceased. People diagnosed with cryptosporidiosis should not use swimming pools for 14 calendar days after symptoms have resolved and should inform the SwimWay office immediately if diagnosed

1.9 Parents/guardians are responsible for informing SwimWay of any medical conditions, disabilities, or special educational needs that may affect their child’s safety, learning, or participation in lessons. This information will be processed in accordance with UK GDPR and the Data Protection Act 2018. SwimWay will only collect and use such information where it is necessary for lesson delivery, safety, and safeguarding, and it will be stored securely and retained only for as long as required for these purposes.

1.10 You are fully responsible for ensuring that you (for adult lessons), your child (for children’s lessons), or you and your baby (for parent & baby lessons) are fit and healthy to attend classes. If you or your child/baby have any existing medical conditions, you should seek medical advice before attending. In some cases, SwimWay may request a doctor’s note confirming that participation is safe. Whilst SwimWay takes every reasonable measure to safeguard the health and safety of its participants, it cannot accept responsibility for any adverse impact on wellbeing arising from a medical condition that was, or was not, disclosed. SwimWay reserves the right to cancel lessons if such conditions are not disclosed, without refund

1.11 SwimWay reserves the right to cancel your booking/s should significant pool closures occur as a result of an incident (health and safety or otherwise) caused by you, a guardian, or your child

1.12 Children under the age of 10 must be supervised by a responsible guardian provided by the client, who stays within sight of the lessons at all times. Children aged 10 and over may attend without a guardian present, but SwimWay is only responsible for their safety during the scheduled lesson times. Guardians must ensure that children are not left unattended in changing areas before or after lessons

1.13 A parent or guardian must accompany the child in the water for parent and baby lessons only. SwimWay can only be responsible for children during the parent and baby lessons while holding the child during the lesson and the parent/guardian is responsible at all other times

1.14 Adult swimming lessons are provided with the understanding that participants swim and use the facilities at their own risk. While SwimWay takes all reasonable measures to provide a safe environment, participants are responsible for their own health, safety, and wellbeing before, during and after lessons

1.15 All children under the age of 3 years are required to wear the double nappy system. There are no exceptions to this rule, regardless of potty training.  This consists of an aqua nappy (such as Huggies) that can be bought in most supermarkets/chemists and a Happy Nappy over the top. The Happy Nappy can be bought on-line at www.splashabout.com, Jo Jo Maman Bebe, Amazon, and various other retailers

1.16 Nappies must be taken away, or disposed of in a nappy bin if there is one available at the location

1.17 Children should ideally not be fed for 1 hour before the lesson (45 mins for fluid/milk), but we understand that for younger, breastfeeding children attending our parent and baby lessons, this may not always be possible.  In these cases, parents are welcome to breastfeed their children before the class.  No food or drink on the poolside (other than water or baby milk)

1.18 For hygiene and pool maintenance reasons, any person aged 3 years and up is required to wear a swimming cap at all times during the lessons. SwimWay will provide one free swimming cap to new term-time clients on their first lesson. Please ask your instructor for a cap when your lessons start

1.19 Please be aware that lessons usually run with multiple teachers working alongside each other managing their own separate lessons

1.20 Whilst SwimWay has an extremely low turnover of staff and tries to ensure you always have the same instructor, we cannot guarantee this as teachers inevitably fall ill, leave the company, have immovable appointments, etc. We will inform you via email of any changes as soon as possible for the day, the remaining lesson(s), or the following term, and a fully qualified replacement will be provided. Also, due to the extremely thorough nature of our training and recruitment process, we may occasionally have an experienced and certified instructor teaching/shadowing your class. movements/make-ups/refunds/credits will not be available apart from the circumstances detailed in clauses 2.2 and 4.4

1.21 Dependent on availability, SwimWay can accept a maximum of one permanent lesson time change per term. If there are no alternative days/times that suit you, SwimWay cannot be held responsible for any schedule conflicts. Movements/make-ups/refunds/credits will not be available as per the policies detailed in point 2. Please note that this offer is limited to term-time bookings only. SwimWay cannot offer any time changes for holiday courses

1.22 Lessons are mostly run with the instructor in the water with the student. In these classes, in order for the instructors to properly execute the lesson, they will need to physically handle the student in a professional manner to provide support in the water, and to convey correct stroke techniques. Contact is kept to the minimum necessary and always professional

1.23 Filming/photography during the lessons is not recommended.  SwimWay accepts no responsibility for the individual actions of any clients who do not follow this recommendation.  Please note that under no circumstances should you proceed with any filming/photography at all, unless you have the consent of all adults in attendance, including the instructors

1.24 While we try to ensure the highest levels of security, SwimWay is not responsible for any lost, stolen or damaged items at any of the SwimWay facilities. Please report any missing items to the office, and our team will do our best to locate them

2. Term Time Cancellation Policies

2.1 If within 7 calendar days of the booking email being issued you inform SwimWay that you would like to cancel your term-time booking, you will receive a refund of the fees paid, less an administration charge of 10% of the full invoice fee (incl. of VAT). This offer does not apply to bookings made within 7 calendar days prior to the start of the term, in which case you will receive a refund of the fees paid, less one lesson plus an administration charge of 10% of the full invoice fee (incl. of VAT)

2.2 New clients or current clients who experience a change of instructor at the start of a new term: From 7 calendar days after the booking email is issued, any cancellations will receive a refund of the fees paid, less one lesson and an administration charge of 10% of the full fee (incl. of VAT). This offer is valid up to 3 calendar days after the first scheduled lesson (as detailed on the booking email). After the 3-day deadline, no movements, make-ups, refunds, credits or cancellations will be issued. Please note that should you opt for this refund before the term starts, you will not be able to take part in the first lesson of the term

2.3 Current clients who rebook with the same instructor: From 7 calendar days after the booking email is issued, any cancellations will only qualify for a refund if a new client takes over the booking. The refund will be for the number of lessons that the new client books, less an administration charge of 10% of the full fee (incl. of VAT). This offer is valid up to 7 calendar days prior to the start of the first scheduled lesson (as detailed on the original booking email)

2.4 Sickness: In order to cancel your booking during the term due to sickness, you will need to send an email to the SwimWay office, as well as an official note from your qualified GP, consultant or specialist. The note needs to be received within 7 calendar days of your cancellation email, and state that the child is not able to swim for at least 6 consecutive weeks during the SwimWay term. When agreed, a refund for the balance of lessons remaining in the term will be paid, minus an administration charge of 10% of the full invoice fee (incl. of VAT). We do not offer any refunds for lessons missed prior to receiving the necessary cancellation email and official note.  Please note we cannot reserve a space for the duration of the sickness. If you would like a refund for the missed lessons, you will need to cancel all the remaining lessons in the term. This offer is only valid for the student booked into the lesson. We cannot offer any movements, make-ups, refunds, credits for any parents/guardians taking a child to the class who are affected by long-term illness, or any friends/relatives of the student who is ill who are also swimming with us

2.5 If you have booked using an instalment plan, note that the first payment is considered a non-refundable deposit. We kindly ask that you only book if you are confident you can take part

3. Holiday Course Cancellation Policies

3.1 If within 7 calendar days of the booking email being issued you inform SwimWay that you would like to cancel your holiday course booking, you will receive a refund of the fees paid, less an administration charge of 10% of the full fee (incl. of VAT). This offer does not apply to bookings made within 14 calendar days prior to the start of the course, in which case no movements, make-ups, refunds or credits will be available, even in cases of sickness or changes of instructor

3.2 From 7 calendar days after the booking email is issued, a refund of 50% of the full fee (incl. of VAT) is available for any cancellations made up to 14 calendar days prior to the start of the course. Alternatively, we can offer one movement to another holiday course that is on offer less an administration charge of 10% of the full fee (incl. of VAT).  Should you then request a cancellation of the course you move to, only the 50% refund will be available up to 14 days prior to the start of the course

3.3 No movements, make-ups, refunds or credits will be issued for any cancellations made within the 14 calendar days prior to, or after the course start date, even in cases of sickness or changes of instructor

4. General Financial Policies

4.1 All requests for cancellations or refunds need to be made in writing and sent via email to SwimWay.

4.2 Refunds are provided via bank transfer or to the card used for payment. Refunds to cards can only be processed for the same course that the payment was made. For bank transfers, please contact the office with your banking details (Bank Name, Account Holder Name, Sort Code, and Account Number). For security and GDPR compliance, do not provide sensitive banking or card details via email; these will be handled securely in accordance with UK GDPR and the Data Protection Act 2018

4.3 If you do not attend a lesson you will be fully charged. We do not accept cancellations or issue movements, refunds, credits or make-up classes for missed lessons

4.4 If SwimWay has to cancel a lesson for any reason other than a Force Majeure Event (as detailed in clause 4.5), a make-up lesson will be provided if available, or a refund for that lesson will be paid once the necessary details are provided as per clause 4.2.  Please note instructor absences with cover provided do not qualify as a lesson cancellation

4.5 If SwimWay has to cancel a lesson or series of lessons due to a Force Majeure Event (such as, but not limited to, acts of God, pandemics/epidemics or actions of government), credit for any cancellations that occur will be applied to your SwimWay account.  These credits are non-refundable, and will be available for use for any term-time or holiday courses for up to two years after the cancellation occurs

4.6 Any discounts or offers are subject to all the usual terms and conditions and may be removed or revised as we see fit.  Discounts are not applied automatically and must be requested by the client for each booking

4.7 If SwimWay does not receive the necessary banking or card details as detailed in clause 4.2 within 12 weeks of any credit being applied to your account, the refund will become null and void (apart from credit applied under clause 4.5)

4.8 If full payment for any booking is not made within 48 hours of the booking email being sent, or the date stated in the email, then we are unable to guarantee your place and it will be opened to other bookings

4.9 If you have booked using an instalment plan, you authorise SwimWay to process the remaining payments on the specified dates. Please note that the first payment is considered a non-refundable deposit. SwimWay does not store your card details directly; all card information is held securely by our authorised payment provider in compliance with UK GDPR and PCI DSS standards. We kindly ask that you only book if you are confident you can take part and that your card will remain valid for the remaining instalments

5. Privacy, Agreement & Changes To Terms

5.1 SwimWay respects your privacy and processes personal data in compliance with UK GDPR and the Data Protection Act 2018. We will only collect, use, and store your personal data (including any medical information) where necessary for providing our services, ensuring safety, and meeting legal obligations. Your data will be stored securely, accessed only by authorised staff, and not shared with third parties except where required for service delivery (e.g. bookings, communications, payment processing) or by law. Full details of how we process and protect your data can be found in our Privacy Policy.

5.2 SwimWay may update these Terms and Conditions from time to time. Any material changes will be communicated to clients by email, and we will use reasonable endeavours to inform you as soon as is reasonably possible of any such changes

5.3 Your payment indicates that you have read and agree to these terms and conditions, which includes how your data will be processed (detailed in our privacy policies)

5.4 Should you make and pay for a booking over the phone or online, it is your responsibility to have fully read and understood these terms and conditions before proceeding with the booking