Terms & Conditions

Booking

• Existing customers are entitled to a priority-booking window during the final week of the block. The confirmation deadline is 12pm on the advertised date. Payment is required to confirm the space.

• Payment can be made via our stripe online payment provider within the customer portal or using the payment link in the termly invoice. We will also accept cash if prior arrangement has been made with Big Blue. Cheques and BACs payment are not accepted.

• Customers can choose to set up GoCardless to enable automatic payment each term. Payment will be taken in full on the advised deadline of the rebooking period, unless an installment plan has been otherwise agreed with Big Blue.

• Customers can choose to pay via installments throughout the term. This must be set up using GoCardless and Big Blue advised in advance of this preference. Customers are liable for the full term payment.

• A rebooking reminder will be sent to all unconfirmed/unpaid customers 24hrs prior to the rebooking deadline. 

• Any booking not paid for after the rebooking deadline will become unconfirmed and available for new customers to book. You will no longer have priority for a space.

• In the event we are unable to accommodate your lesson a full refund will be given.

• Refunds for non-attendance will not be given.

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.

• Any cancellations following a direct debit payment and more than 1 week prior to the start of the new term will be refunded in full minus a £10.00 admin charge and any additional third party costs incurred.

• Customers paying via instalments 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.

Class cancellation due to unforeseen circumstances

• In the event we have to cancel a class for circumstances arising that are outwith the control of Big Blue Swim School all customers will be offered a make up class. This includes but is not limited to pool closures/maintenance issues arising from venues not controlled by Big Blue, extreme weather and human sickness or faeces. Make ups will be subject to availability and will be offered on a first come basis. Ever effort will be made to ensure adequate spaces available for make ups. No refunds/credits will be given for a one-off lesson cancellation.

• For closures longer than one week we will make every effort to relocate to an alternative venue on the same day, this will be your allocated class and should you choose not to attend you will not be entitled to refund/credit.

Make Up Classes

• Customers can request one make up lesson per term depending on availability of spaces (this does not include make ups available for classes cancelled by Big Blue Swim School). We cannot guarantee a make up class and these are subject to availability. Please see the make up class guidelines here.

• These must be booked using the customer portal. Email confirmation will be sent with make-up class details.

• Make-up classes must be used within 14 days of the missed class.

• If you have marked your child absent on the system you no longer have access to that class. Should you then choose to attend your class you are at risk of your child being unable to enter the class if another customer has booked a make-up class within your space. Please contact us should your circumstances change after registering an absence.

• If you have multiple ‘unmarked absences’ you may be refused the option to book a make up class. All make up class availability is dependent on customers marking absences to allow others to use their space.

Venue Rules

• Use of camera or photographic/video recording equipment is not permitted on poolside at any time. Anyone found taking photographs/videos will have their booking immediately terminated.

• Mobile phones may not be used at any time on poolside or in the changing areas.

• No food or drink other than water in a plastic sports bottle may be consumed on poolside or in the changing areas.

• Big Blue Swim School does not provide shoe covers, these are provided by the venue. If none are available outdoor shoes should be removed. Customers are welcome to bring their own shoe covers, flip flops or sliders etc as long as they have not been worn outside.

• All customers must adhere to the rules of the pool and follow any instructions written or verbal from Big Blue Swim School and venue staff.

• No buggies, prams etc are permitted on poolside or in the changing areas.

• All spectators should sit in the designated spectator areas and not distract their child/children during their lesson. A member of the Big Blue staff will alert you if you are needed at any point during the lesson.

• All parents/guardians of children under the age of 8 years must accompany them into the building and remain throughout the duration of the lesson.

• Parents/guardians of our younger swimmers must remain visible throughout the lesson to assist with their child requiring to go to the toilet or any other situation that may arise during the lesson that is not the responsibility of our Big Blue staff.

• Parents/guardians are responsible for their child/children before and after the lesson, this includes the changing rooms and while waiting on poolside to be collected by a member of Big Blue staff.

Lateness

• Anyone arriving more than 10 minutes after the start of the lesson may not be permitted to join the class and this will be at the discretion of the Big Blue staff.

• Anyone who has arrived late and has been refused entry will not be entitled to a make up class.

General Lesson Guidance

• All long hair should be tied up, this rule applies to both boys and girls. Alternatively a swim hat may be worn.

• No swim shoes/socks should be worn in the lesson other than for medical reasons.

• Children should bring goggles to each lesson. Although spares may be available this is not guaranteed.

• Big Blue does not take any responsibility for property left or lost at a venue.

• All of our staff have the right to work without fear of harassment, abuse or violence children or customers.

• Any customer who has been reported to management for being rude or abusive to a member of Big Blue staff will have their booking terminated with immediate effect and no refund given.

Management reserves the right to decline or cancel bookings, particularly if the guidelines above are not followed.

Please address any questions and comments to Lucy and/or Calvin via email: enquiries@bigblueswimschool@co.uk