Terms & Conditions

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First Strokes Swim Schools Terms and Conditions

1. Bookings

a. Our lessons run throughout the year. We close only for Christmas Day, Boxing Day and New Year’s Day. A lesson will be added for those customers who swim on those days.

b. Payment for lessons can be made online through the First Strokes Home Portal only.

c. We do not accept cash at the Centres. Payments for other services can be made by credit card only.

2. Direct Debits

a. To give existing First Strokes customers priority for spaces we offer payment by direct debit or payment for 13-week blocks for continuous lessons which ensures your place in the lesson.

3. 13-week Block Bookings

a. Existing First Strokes customers will have priority to keep their space however, you must top up for the next course before the end of your current block.

b. After this time your place will not be guaranteed when re enrolling.

c. You will receive re enrolment reminders via auto emails through our Home Portal and you can top up at any time by logging into your account.  New bookings can be made online at www.firststrokes.com on the First Strokes Home Portal.

d. Payment is due in full, before the start of any Lessons, One-2-One, Crash Courses, Just Swims and all other services.

e. We reserve the right to merge classes together if they become too small to function properly.

f. We may also open/close lessons, change class types and teachers due to demand without notice.

g. Alternative lessons will be offered but no refunds will be given should you not be able to attend the alternative classes we have offered to you.

4. First Strokes Awards and Folder

a. It is a condition that all new members purchase the First Strokes Awards Folder available from Reception. Included in the purchase price are the Award Certificates, Award Stickers and all Distance Swim Awards provided to each Swimmer as they progress through our First Strokes Awards. We do not charge for badges or certificates for customers who have purchased an Awards Folder.

5. Refunds & Cancellations

a. All refund requests are processed by completing our online refund request form found on our website www.firststrokes.com. We aim to return the refunded amount within 60 days of receiving the correctly completed refund request form.

b. Should you cancel your contract with us within 14 days from the date of your first lesson, we will issue a refund, minus a £50 administration charge.

c. We are under no obligation to refund or transfer your money in the event that you are unable to attend your lessons.

d. Should you need to change the time or day of your lessons we will do our best to accommodate your request but unfortunately, we cannot guarantee it.

6. Refunds are not given

a. After the 14-day cooling off period
b. If your child refuses to get into the water
c. If you change your mind
d. If you move to different area (we will try to accommodate you at another First Strokes Centre if available)

e. If a swimmer has broken a limb, requires an operation or has been given a medical reason why they cannot attend the remaining lessons, then we will consider freezing the lessons for a period of up to 6 months after which no refund will be given. This is subject a Doctor’s note being provided. The current space cannot be held open. Only the number of paid weeks remaining will be held and carried over, the weeks cannot be backdated for missed lessons.

7. Class closures due to absence of teachers, Covid or other

a. Whilst we recognise the importance of teacher continuity for classes, we cannot guarantee this as teachers fall ill, take holiday or leave our employment etc…This is particularly relevant now where employees may either be isolating or have Covid 19. We ask for your understanding when teachers are absent and we have to merge classes, change the teacher or offer alternative classes for those which we cannot staff. We will always give you as much notice as possible and offer alternative times/days for the lesson missed.

8. Pool Closures

a. Pool closures happen on rare occasions, making it necessary to cancel lessons. Any cancellations due to power failure, adverse weather, disasters, terrorism, fire, war and pandemics will not be refundable, as these are out of our control.

b. If a pool is closed due to a fault on our part, that is within our control or on the pools part, such as pool plant failure, water heating, chemical or quality problems, then a choice of one of the following options will be offered: –
A catch-up lesson (subject to availability)
A voucher entitling you to a free Family Just Swim pass (valid for 2 Adults and 2 Children, during any Family Just Swim session)

c. If this voucher is not given to you on the day of closure, then this needs to be collected from the pool within 14 days. The voucher must be presented at time of redemption. We cannot accept any responsibility for lost or misplaced vouchers, and they cannot be reissued. Vouchers are valid for 3 months.

9. Online Refund Form

a. Before completing the refund form, please ensure that the request is in line with the conditions otherwise it will be rejected. We will aim to respond within 60 days of receiving the request.

10. Pool / Poolside Health & Safety

a. Children must shower and go to the toilet before they enter the water as this helps to keep the pool clean and maximises their learning time.

b. Overshoes must be worn before entering the changing room/poolside. No push chairs are allowed in the changing rooms or on poolside. This keeps the poolside clean and safe.

c. Long hair should be tied back

d. A swimming hat must be worn by all children aged over 4 years old – these are available to purchase at the Centre.

e. All jewellery must be removed prior to entering the pool.

f. No chewing gum, food or drinks are allowed in the pool, pool area, changing rooms or wet areas except for swimming training where a plastic water bottle may be taken into the pool area.

g. Safety is of paramount concern, and we reserve the right to remove anyone in or around the pool that gives us any concern whatsoever with regards to safety.

h. Children must not run or act inappropriately once within the pool building. We will not be responsible for any injury/accident caused as a result of children and/or parents failing to abide by these rules.

i. Water temperature – the acceptable tolerance is 27 to 31 degrees; we aim to maintain an average of 30 degrees.

j. Parents must provide their own armbands, of the correct type and style and swim nappies for babies and toddlers before entering the pool area. These are available to purchase at the Centre.

k. Goggles are highly recommended for children over 3 years old attending lessons. These are available to purchase at the Centre.

l. Parents should remain in the viewing rooms and not the pool side during lessons.

11. Pool Parties

Pool Party Rules – Swimming Pool

a. You are requested not to arrive before 15 minutes prior to your allotted party time.
b. A MAXIMUM of 30 swimmers is allowed in the pool – including adults assisting.

c. ALL children under 8 years old MUST be accompanied by a responsible adult at a ratio of 1 adult to 4 children in the pool.

d. ALL non-swimmers MUST be accompanied by an adult in the pool at all times, and MUST wear buoyancy aids.

e. ALL swimmers must follow the instructions of the Lifeguard.

f. Any medical conditions must be reported to the Lifeguard before entering the pool.

g. At least ONE adult MUST be in the deep end at all times.

h. Running, jumping, bombing, using diving blocks, throwing items, masks, snorkels and flippers are ALL FORBIDDEN.

i. If a lane rope is used to divide off the shallow end and deep end, swimmers MUST NOT enter the deep end.

j. Pool Parties will only take place under the supervision of the Lifeguard.

Pool Party Rules – Viewing/Party Room

k. The viewing room can be set-up whilst the children are swimming in the pool for the first hour.

l. All food and drinks must be consumed in the viewing room.

m. The viewing room should be cleared of all rubbish and placed in the bins provided.

n. The viewing room should be vacated at the end of the Party time slot.

o. Party Cancellations – Once a deposit is taken, it cannot be refunded if our services are cancelled less than 14 days before the date of the party.

p. The Pool Party Booking Form & Consent Forms for each child swimming can be downloaded from the website and must be completed for each swimmer before arrival at the Pool.

q. The rules must be explained and accepted for all pool party bookings and followed by all attendees.

12. Promotions

a. From time to time First Strokes Swim Schools will advertise different promotions, these will have separate terms and conditions.

13. Just Swim

a. For Just Swim Sessions customers should book in advance (by telephone or visiting the Centre) to secure their places. Bookings are taken on a first come first served basis and payment should be taken at the time of booking.

b. As slots are limited, customers should book in advance for in the Just Swim sessions.

14. Parental Responsibilities

a. Parents and carers are responsible for their children in the centre and changing area. Children are not First Strokes Swim School Limited’s responsibility until the child begins their lesson. Parents are responsible for their children whilst waiting for the class to begin. During lessons parents must not interrupt or communicate with the teacher, distract the pupils or approach the poolside, as you may endanger the safety of the pupils and other pool users.

b. Children and swimmers over 8 years old should use their specific changing room.

c. Parents and carers must view from the viewing area and not from the poolside.

d. Parents and carers must not leave the Centre while their children are in lessons.

e. The use of cameras or video cameras are not permitted at any time.

f. First Strokes Swim Schools will periodically hold photoshoots at each pool location which will be advertised prior to the event. We assume this is acceptable to you unless you state otherwise to the Centre Manager.

g. If your child is sick, has a heavy cold, sinusitis, an ear infection, diarrhoea, vomiting, chicken pox, impetigo, conjunctivitis or a bad cold then please wait until your doctor has confirmed it is safe to return to swimming.

h. If there are any signs of stomach upset and sickness in the family on the day of the arranged lesson or in the 7 days leading up to such lesson, we reserve the right to exclude that child from the lesson in consideration for the safety of you and others. Please ensure that sickness/diarrhoea symptoms have completely cleared for at least 48 hours before your lesson and at least 14 days if a gastrointestinal bug has been diagnosed by your doctor.

15. Nappies and Baby swimming

a. All babies and toddlers must wear a suitable aqua nappy and baby armbands for their lessons which are available to purchase from reception. Please take all your used nappies away with you and never leave nappies in an open bin.

16. Withdrawal of Service

a. At our own discretion we may refuse a client entry to our Centres if it is felt that the client’s behaviour or the behaviour of those associated with the client is unreasonable or becomes an issue of health and safety. We will not tolerate abusive or intimidating behaviour to any of our employees who have a right to be treated with consideration, dignity and respect

17. Liabilities

a. First Strokes Swim Schools Limited are not liable for any damage or loss to property whilst in the premises (whether being worn or left in the pool/changing rooms) or within the grounds/car park of the premises.

b. First Strokes Swim Schools Limited will not accept any liability for any accident or injury (including any fatality) to any parent, child, guest or visitor that may occur on the premises or within the grounds/car park of the premises, other than liability which may arise from the negligence of First Strokes Swim Schools Limited, its staff or its agents. Any such incidents must be reported to First Strokes Swim Schools Limited immediately.

c. Any property left on the premises will be kept for a maximum of 14 days, after which all items will be removed.

18. Safeguarding

a. First Strokes Swim Schools Ltd is committed to providing good safeguarding practice for all our swimmers. We have adopted the Swim England Safeguarding Policy – ‘Wave Power’. A copy is available at reception or can be downloaded from www.swimming.org. If you have any questions or concerns regarding child welfare, please speak with the Centre Manager or contact the Swim England Safeguarding Team directly on 01509 640700.

19. Our Guarantee

a. We guarantee to provide safe, quality swimming lessons that build confidence and ability, using qualified swimming teachers at all times. Class sizes are within the recommended teacher/pupil ratio guidelines. All our beginner classes have a maximum of 8 pupils to 1 qualified teacher and an additional assistant in the water when possible.

20. Complaints

a. The complaint should initially be dealt with at Reception, but failing a satisfactory resolution, it should then be referred to the Centre Manager in writing.

b. If the Centre Manager is not present, we will take your details and ask the Centre Manager to contact you.

c. If the Centre Manager is unable to resolve the complaint, please write to First Strokes Swim Schools Ltd, PO Box 853, Ipswich, IP1 9LB.

21. Changes to Terms and Conditions

a. We reserve the right to update or change the Terms and Conditions without notice.

22. Company Details

a. Any queries regarding the above should be sent to: First Strokes Swim Schools Limited, PO Box 853, Ipswich IP1 9LB.

REFUND REQUEST FORM

Date of Request (required)

Pool Location (required)

Refund Amount £ (required)

Refund Reason (required)

Swimmers Details

First Name(required)

Surname(required)

Day of Class(required)

Time of Class(required)

Class Name (E.g Starfish)(required)

Payment Details

Amount Paid £(required)

Date Paid(required)

Home Portal Swimmer Number(required)

Refund Details

First Name(required)

Surname(required)

Telephone No(required)

Email Address(required)

Account Name(required)

Account Number(required)

Sort Code(required)