Make-Up, Cancellation and Refund

Make-Up, Cancellation and Refund

The scope of this policy includes;

  • Make-Up lessons
  • Cancellations and notification requirements
  • Refunds
  • Suspended lessons

Policy

Make-Up for missed lessons

  • A Make-Up lesson will be offered if Kingswim is notified of an absence, for any reason, prior to the start of the swimmers lesson for that day
  • Make-Up lessons for absenteeism must be taken within 4 weeks of the missed lesson. Make-Up lessons can be carried over a break or be redeemed in a Fast Track program as long as it falls within 4 weeks of regular lessons
  • Replacement lessons will be offered in the event of a pool closure e.g. identified public holidays as per the Kingswim Calendar located on the location page(s) of the Kingswim website. In these cases, replacement lessons can be taken up to 3 months after the closure.
  • Swimmers must have an active enrolment to take a Make-Up lesson. Make-Up lessons cannot be exchanged for a refund or credit, and expire after the current month if not taken, unless approved by Centre Management
  • Make-Up lessons can only be offered where a suitable place is available, either due to a notified absence or suspension
  • Accrued Make-Ups apply to the individual swimmer only and are not transferrable.
  • A Make-Up lesson cannot be re-scheduled after the booking has been made. If the Make-Up lesson is cancelled or unattended, the lesson will be forfeited
  • Make-Up lessons will not be given if a lesson is missed during the Fast Track Holiday program

Suspension of Lessons

  • Lessons can be suspended, in advance, for a minimum of two (2) weeks and a maximum of four (4) weeks at any one time with a maximum of 8 lessons per year
  • Suspended lessons will be charged at $5.00 per lesson
  • Suspended lesson charges will be added to the monthly payment run in which the lesson falls
  • If an absence is due to a medical reason, families can either use Make-Ups as a replacement lesson for short periods missed or apply a suspension fee for extended periods missed to hold the suitable lesson time

Cancellations and Refunds

  • As per 3.2 and 3.3 of the Kingswim Direct Debit Request Service Agreement, families may cancel their enrolment by giving us one (1) months’ notice
  • Direct debits are paid up until the 14th of the month and Kingswim can cancel enrolment from this date in lieu of one (1) months’ notice
  • In situations where families cannot swim the remainder of the month out they can;
    • Take the remaining swims as Make-Ups
    • Have a credit applied to their account for when they return to Kingswim
  • No refunds will be given for cancelled lessons
  • Refunds will only be issued if Kingswim is responsible for an error, e.g. have overcharged an account

Legislative and Industry Requirements

  • This policy has been developed and is supported by the following documents; Consumer Affairs Victoria – Australian Consumer Law Guide – Avoiding unfair business practices – Refunds and Credit Notes.

Definitions

  • Notified absence – a one-off notification of the inability of a swimmer to attend a lesson Cancelled lessons – permanently cancelled from all classes within Kingswim programs
  • Enrolment – an active booking in a perpetual lesson
  • Make-Up lesson – a replacement lesson for a notified absence
  • Suspended lessons – active enrolment has been placed on hold for a period of time at a cost per lesson