Question 1

How much are lessons?

Accepted Answer

We offer lessons from £5.50 to £25. Prices depend on several factors including the number of swimmers in the lessons and the facility you book. Our most commonly booked lessons are Splash and Wave classes which cost £8 for 25-30 minutes with a maximum of 8 swimmers per class. For more information on lesson costs, click here.

Payment must be made by the term and upfront, unless otherwise agreed with us as we need to pay pool hire costs before the term starts. If you arrange to pay smaller amounts more frequently, any missed lessons will still be charged.

Question 2

How do I pay for lessons?

Accepted Answer

We use a Platform called Soakly which gives you a card payment option via Stripe. We also can accept cash payments as we understand not everyone is able to pay online, however this must be agreed with us in advance. If paying by cash please include child’s name and class time in an envelope and hand it to a member of staff. We are unable to offer change as we don’t take the till with us to our various facilities for security reasons, so please use exact amount.

If paying  monthly by BACS please use the reference asked when we tell you how much you need to pay, so we can easily update our records and avoid any confusion. This will usually be the swimmers name, however we may specify a detail i we have multiple learners with the same name .

Question 3

How do I book lessons with you?

Accepted Answer

If you wish to book lessons, please feel free to contact us by email or Facebook messenger. You can send us a text or WhatsApp at 07714 876405, but we are often unable to take bookings directly over the phone as we are usually in the water and so we miss calls and may not get the chance to get back to you as swiftly as we would like.

We work through our emails and messages chronologically so that we give priority on a first come first served basis, so sending multiple messages may mean that you move down on our response list.

Question 4

Which class do I need to book my child into?

Accepted Answer

If your little one is under 3, you will need to book them into our Bubbles classes. These are our adult and baby or adult and toddler lessons and require an adult to be in the pool with the child.
If your child is between 3-5 you can book them into our Splash classes, however, from 4 they can  enter the Wave classes if that would best suit your schedule.
If your child is 5 or over, they would need to be booked into our Wave sessions. These lessons run in terms of stage not age so it can be a little more difficult to guess the right class. If they are a complete beginner, they would probably need Wave 1. If you’re unsure about what level they would be, we can arrange an assessment to see which level we feel would be most appropriate for them.
Our adult lessons are personalised to meet your needs a lot more than our children’s group lessons, so you may find that there are a range of abilities all working on different things, that is completely fine, we want you to achieve your own goals, rather than follow a standardised framework.

Question 5

What are the term dates?

Accepted Answer

Our lessons run in line with the academic term as we hire our facilities from schools, and their operating hours change during the school holidays, meaning we may not be able to continue with lessons as normal. We do not operate during bank holidays.

Your confirmation email will include all lesson dates and you can access booking information via the Soakly Web Portal.

Question 6

Do I need to re-enrol every term?

Accepted Answer

Re-enrolment is automatic, so we will generate an invoice for you automatically based on the assumption that you wish to continue with lessons at the time and location you are already at. If you wish to adjust or cancel your booking, please contact us with as much notice as possible.

Question 7

What if the term has already started?

Accepted Answer

As re-enrolment is automatic, we are always happy to accept new swimmers, as long as we have the space. So you don’t need to wait until next term, you can book them in today!

Question 8

Do lessons continue as normal during School Holidays?

Accepted Answer

Our regular lessons run in line with the academic term so they don’t run during school holidays. We often run intensive courses during the school holidays. For more information on our holiday crash courses, send us a message, or check out our social media, as that’s how we will advertise any spaces we have during the holiday courses.

Question 9

Missed or Cancelled Lessons

Accepted Answer

We understand that sometimes lessons will need to be missed due to illness, holidays or other commitments. In such instances, refunds will not be given as payment secures your child’s space in the class, so even if a session is missed, we still need to cover pool hire and staffing costs. We are not able to guarantee make up lessons in this case as they depend on the availability we have to offer at the time.
Sometimes we may need to cancel individual lessons due to pool maintenance, staffing issues or other reasons that mean it would be unsafe for lessons to go ahead. Unfortunately this is unavoidable. The balance for any sessions that we cancel will be carried over to the next term, however, if you choose not to return, you will not be entitled to a refund and this amount will be forfeit. If you are unable to attend the make up lesson due to a change in circumstances, we will try and work with you to arrange a makeup session, however this may not always be possible.

Question 10

Do you offer a free trial session?

Accepted Answer

We have in the past offered the first session free in some of our locations, unfortunately we are unable to accommodate this in our most popular venues due to demand. We find that 1 session is not enough to assess your child’s needs which is why that is not something we continue to offer.
In extreme cases, if your child has a difficult time getting in the water, we may pause your payments until your child returns, however this is on condition that you work with us to try and bring them every week. Missed sessions will be charged as your child is taking up a space in the class. If you would like more information, please feel free to send us an email.

Question 11

Do you offer discounts?

Accepted Answer

We understand that swimming lessons can be a big investment, especially if you have multiple children. We offer affordable lessons from £5.50. We also offer various payment options & schemes, so there’s a discount if you have 4 or more learners with us, or if you have multiple lessons during the week, as well as our single parents scheme if you share custody and don’t have your child every week. Send us an email for more information on our discounts and payment options.

Question 12

Do you offer private or one to one lessons?

Accepted Answer

We have limited availability for one-to-one tuition so we would enquire why you feel that they would be the most appropriate session for the swimmer. We find that many children, especially if they are younger, would benefit from a group setting as they can be more engaging and are less intensive than private sessions. 
Our one-to-one lessons are not available to book individually, so if you book one-to-one lessons, you would be booking that slot for the term, and automatically be re-enrolled unless you tell us otherwise. 
We do occasionally advertise short notice one off private lessons at a reduced rate if we are given notice by the swimmer who is usually booked into that slot. These sessions would be advertised across our social media and will be offered as a first come first served opportunity. Payment would be required upfront in such instances.

Question 13

Do you have a waiting list?

Accepted Answer

We don’t keep a waiting list. We’ll advertise any new classes on our social media pages. If the type of lesson you’re looking for (e.g. private, Welsh, Weekend) or your preferred day/location is unavailable when you enquire, you’re welcome to check back with us at a later date, however, we can’t promise to let you know if availability changes as we have so many enquiries that it wouldn’t be manageable.

We do offer a transfer list for our current swimmers, so priority will be given to anyone on that list before we advertise spaces. It might be worth signing up and putting your name down for a transfer, however this does not guarantee that the space will become available for us to accommodate.

Question 14

How do I withdraw my child from lessons?

Accepted Answer

We’re sorry to see you go! We understand that circumstances change and that our lessons may not fit into your schedules or budgets anymore. If you wish to withdraw after the end of the current term, please give us notice if possible so that we can update our system and an invoice shouldn’t be generated. If you choose to withdraw before all of the lessons are used up, you will not receive a refund as the payment secures your child’s term for the block. You can request a copy of our Refund Policy via email at rhian.swss@gmail.com.

If you wish to re-enrol in the future and there is an outstanding balance on your account we will require that amount be paid in addition to the new terms full amount upfront before a learner’s space is secure.

Frequently Asked Questions