Thank you for choosing to book with Big Blue Swim School. We highly value our customers and want to make the booking and rebooking process as smooth as possible for everyone.

First Time Bookings

Step 1: Book

Use our class matrix to guide you in choosing the correct class for yourself or your child. When you are ready to book your class or require further assistance with your booking, please contact us using our customer enquiry form. Please ensure you provide us with detailed information about your child/chidlren’s current swimming ability.

We will reply to your enquiry within 24-48hours with further information and to offer you class options where available. If we do not have spaces we offer the option to go onto our waiting list.

Step 2: Confirm

Once we allocate you a space we will send you booking confirmation containing class details and a link to sign up to our customer portal. You will then be able to view your booking details within the customer portal and make payment/set up direct debit payments. Please complete all the relevant information requested.

Step 3: Payment

Payment is taken via stripe, our payment provider, by either logging into the the customer portal invoice section and completing the payment or using the payment link on the invoice you will receive. We also offer the option to pay via direct debit (GoCardless) in one payment or scheduled part payment.

STEP 4: GETTING STARTED

We look forward to meeting you and your child at the first lesson.

Rebooking

When it comes to rebooking with Big Blue we have tried to make things simple. Rebooking for current customers will always open in the final week of the term. You will receive a rebooking email.

All children moving up a class will offered the closest available time slot to their current class time. When moving up a class this may involve a change of class time/day/venue. If we are unable to accommodate your preferred day/venue you will receive an email from us to advise you of options during the priority rebooking window.

For each term we have set a 'change of class/time deadline' before the last lesson of the term. If you wish to change class time/day you should inform us of this by the deadline to ensure that we can attempt to accommodate your request. 

Following this, current customers will have until the 'priority deadline date at 12.00pm' to confirm that they wish to keep their current space. Any booking not paid for after the rebooking deadline will become unconfirmed and the booking will not be secure. You will be at risk of losing your space. Please contact us to discuss payment options if required.

Payment

Payment is taken via stripe, our payment provider, by either logging into the the customer portal invoice section and completing the payment or using the payment link on the invoice you will receive. We also offer the option to pay via direct debit (GoCardless) in one payment or scheduled part payment. All payments must be received by the payment deadline on the invoice.

Part Payment

We offer all customers the option to pay via part payment using the GoCardless feature on the customer portal. The balance due for the term is split over the months that the term will run. Please note this is not an ongoing direct debit and you are liable for the full payment should you wish to cancel your lessons at any time.

Please go to ‘My Account’ then ‘Payment Details’ on the customer portal and follow the link to ‘Update bank details’. The link will take you to our direct debit details page where this can be set up and confirmed. We will automatically split the payment over the term in equal instalments should you advise us otherwise. First payment will be taken on the payment deadline on the invoice.

Failed Payments

All failed payments via GoCardless will incur a £5.00 payment charge that will be added to the invoice.

Lesson Cancellation

All cancellations made more than 1 week prior to the first lesson will be refunded in full minus a £10.00 admin charge. After this time, refunds will be at the discretion of Big Blue and will include a £10.00 admin charge.

All refunds will be at the discretion of Big Blue. All refunds processed will include a £10.00 admin charge and one weeks notice must be given for any refund..

Customers paying via installments are subject to the same terms and conditions as customers paying in full. Cancellation of lessons mid-term are still liable to pay the full term balance. Failure to pay may result in any future bookings being cancelled and further action being taken.