FREQUENTLY ASKED QUESTIONS

Q: Why isn’t my child progressing?

A: As part of the learning process, children need to have time to form new pathways in the brain to interpret, comprehend and perform new skills. Even as adults you will find that if asked to perform a previously untried action it takes a while for the mind to understand what is being asked of it and then for it to send the appropriate signals to the rest of the body.

Consider what it must be like for a child, particularly young children who are still trying to work out how their bodies work and are still developing their motor skills. It is therefore not surprising that sometimes it may seem as though they are not progressing and even that skills are deteriorating but this is normal while they are experimenting with new concepts. Depending on the child this may take anywhere from a few weeks to several months, but it is important to be patient and supportive during this process so that the child does not lose interest or confidence while developing at their own pace.

Q: Can I get a refund?

A: Refunds may only be given in special circumstances due to prolonged illness and if supported by a doctor’s certificate. Refunds will only be processed from the date a medical certificate is received, and will not be backdated. A $50 administration fee applies to all cancellations received after 7 days prior to the start of a new term. 

Unfortunately we cannot transfer or suspend paid lessons to other terms as bookings are based on a reservation system in classes.

Q: Why don’t we have the same teacher?

A: Although we try very hard to ensure continuity in our lessons, sometimes situations don’t allow for this to be possible. If your child has moved to a new level or you have decided to change days or times, swimming lessons with your previous teacher may not be possible. Alternatively, due to illness, study or other circumstances our instructors cannot always remain at the same time or days and changes may sometimes occur unexpectedly. Every effort is made to ensure a smooth transition to a new teacher, with instructors and coordinators specifically trained to assist children how to cope with the change.

Q: Why has my class time changed?

A: Changes in class times or days are rare but unfortunately occur every now and then. This may be caused if your child has progressed to the next level. Another cause is other swimmers in the class progressing to the next level and the class not being able to be refilled thus the class has to be moved or changed.

Q: Why have I lost my spot?

There is a large waiting list for families wishing to take part in our programs so if you have not paid by the advertised due date you might find that your spot has been given to someone else. We will work hard to try and accommodate you in any remaining spots if possible but to avoid disappointment please pay your fees on time so as to keep your place.

Q: Why can’t I book in a make-up?

A: Once you have recorded your child’s absence online, the system will require a 48-hour period to lodge the absence. After that 48-hour period has ended you will be able to go in and book a make-up. If there are no make-ups available, keep checking through our online portal as spaces can become available when other customers mark their child/children as absent.

Please note: Our online client portal and our swim school management software are linked, so what is displayed online, is displayed on our end.

Q: Will my child be assessed?

At Learn to Swim Victoria, assessment occurs every week and is continuous. This is so we can track your child’s progress and make sure they meet the skills based criteria in each level. Our experienced Pool-deck Supervisors monitor each lesson on an ongoing basis and regularly share feedback with teachers and coaching staff. If you are concerned about your child’s progression or would like some feedback, you can approach our Deck Supervisors at any time.

Q: When can I enrol into lessons?

For our new customers, Learn to Swim Victoria offers an allocated period of time to enrol. This usually begins two weeks out from the New Term starting and finishes on the Sunday of the 3rd week of Term. This is so your little swimmer can get the most out of their swimming lessons and won’t miss out on any of the fun!

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