In addition to the following regulations, Splash N Learn to swim follow and abide by the ASCTA policy/procedures which can be found at http://www.ascta.com/About/Policies-and-Procedures
LESSONS:
Bookings in school terms: Lessons will run all year round and must be booked for a FULL term or upon enrolment eg: remainder of the term. Students will be booked into a class for the full term with the same day & time weekly. Once an email confirmation is sent the lessons cannot be changed or cancelled without using the incurring a cancellation fee, subject to individual cases.
Re-enrolments: Lessons will be automatically rolled over into the following term, unless the customer opts out or other arrangements are made. The same days & time will continue unless the customer requests a change, opts out or there is a change in the students level. In some cases changes may be required at SNL discretion. All lessons will be subject to availability and numbers/ Request for changes or to opt out must be done by the end of, during or prior to enrolment week. Failure to do so and any request to change or cancel after this point will incur a cancellation or reschedule fee. If there is a venue change eg: to Rochester Public Pool lessons may have to be changed, however a discussion will be had with the parent before this occurs. Unenrolled siblings will be given first preference.
Ratios: We divide infant and toddlers into a number of key stages to reflect the developmental characteristics. Children over three years are grouped according to Swim & Survive levels. The max ratio in all parent child group lessons at the private pool is 1 instructor : 6 students. The Max ratio of all other group lessons at the private pool is 1 instructor : 4 students. Ratios at the Rochester, Lockington & Elmore Pools can be up to 1 instructor : 8 students.
New families to SNL: May be required to attend an assessment lesson.
3-year-old students: All 3-year-old students who are new to SNL will be strongly encouraged to participate in parent-child classes to begin. Then, if the student is found to perform better without the adult, changes will be made.
Family/shared Private lessons: Lessons are available for up to four members (family or friends). If one member of the shared private cannot make a lesson, they will be entitled to a makeup lesson in a group. One person to be nominated as the account holder & responsible for full fees. Entitled to one makeup lesson as a private and unlimited group.
Mixture available Family Shared, Private & group lessons: There is an option to do a mix of both private and group lessons. The customer can elect to complete 2 lessons per week (1 group & 1 private).
Splash Spots: Last minute one off lessons may be advertised. If a customer books one of these lessons, it cannot be changed or be replaced.
School holiday, Lockington & Elmore lessons- Special lesson packages will be arranged. No further discounts apply. No makeup lessons. Pool entry fees are required at the outdoor pools.
Public holidays: Lessons will NOT run on public holidays with the AFL grand final as an exception.
MAKE-UP, CANCELLATIONS & RESCHEDULED:
Reschedule policy- If the customer needs to reschedule lessons already confirmed or after enrolment week, e.g.: change in available days there is a fee of $20/student. Rescheduling is subject to lesson availability and is not interchangeable throughout terms.
Cancellation Policy- Once customers have been notified lessons are organized for the term or enrolment week has passed, the lessons are reserved and cannot be cancelled without an administration fee of $40 per student. Cancellations by Splash N Learn will be fully refunded or made up.
Unlimited Makeup lessons for ILLNESS ONLY: You MUST notify of non-attendance at least 1 hour before the lesson in the Swim Biz portal or in exceptional circumstances via email. Failure to do so will result in the lesson being forfeited. Customers must search and request their make-up lesson via the customer portal. Make up lessons are subject to availability and must be used before the end of the current term. If customer has 2 lessons per week, they are entitled to 2 makeup lessons for the term. Once a makeup lesson is made you cannot change the lesson for another time. Failure to attend lesson will mean the make-up lesson is forfeited. Makeup lessons CANNOT be exchanged for cash refunds or credited. Private/family private are entitled to one make up as a private for illness, any further illness entitles you to unlimited group make up lessons.
Exceptional circumstances suspensions: Under special circumstances (eg: broken bone, major surgery, serious family trauma) customers will have the option of suspending lessons until further notice. We reserve the right to request a specialist certificate.
Make up lessons any other venue eg. Home pool, Rochester, Lockington & Elmore pool: No makeup lessons are available.
Bookings for less than FULL term e.g.: beginning after term has started:
• NO make-up or rescheduled lessons permitted
• Logbooks will be completed at the end of the term (if student has one).
• Subject to lesson availability
PAYMENTS:
Fees: To secure booking, payment in full or a payment plan through the customer portal must be arranged prior to the date set on the invoice.
Unpaid fees: If fees are not paid in full or an approved payment plan organised by set date on invoice lessons are subject to been automatically cancelled. It is possible legal action will be taken to recover outstanding monies with the customer required to pay extra debt collector fees.
Discounts: Family discounts apply for term bookings, refer to website for further details. The class of lesser value is discounted. All pools are included in this discount.
Payment Plan: Customer must register with the 3rd party direct debit company. Then agreed amounts will be arranged and automatically debited through the 3rd party direct debit company.
STAFF:
All staff and volunteers: All staff MUST hold current; Working with Children’s check, Police check and First Aid certificate. All instructors must hold a current Swim instructor qualification.
Behaviour Management Plan: Any behaviour deemed disruptive or dangerous will be managed in accordance to policies. Duty of care is of utmost importance to SNL when dealing with the high-risk environment. Discipline will be aligned between all SNL instructors and will used at all locations at the instructors’ discretion. We reserve the right to remove a student from the lesson if they do not respond to the below plan and continue with dangerous, disrespectful behaviour.
• 2X verbal warnings
• Receive Red Sad Face
• If child’s behaviour does not improve, child will go home with Red Sad Face. It is important this is taken seriously at home in order for us to deliver the best lesson to all students.
Licensees: Splash N Learn to swim run under Life Saving Victoria Swim & Survive Program. Instructors will not sign off a level if not 100% confident. A certificate will be issued at the completion of a full term of lessons.
Privacy: Under no circumstances will personal information be given to any third party.
CUSTOMER RESPONSIBILITY:
Swim nappies: To ensure the highest possible water quality, children who are not toilet trained must wear a firmly fitting swim nappy. We reserve the right to ask any person that is not complying with this policy to exit the pool.
Photography: Photos/videos will only be taken if permission is granted upon enrolment. Photos/videos will not be placed on the Internet unless permission granted. Customers are welcome to take photos/videos of their children in a lesson.
Complaints: Feedback or complaints will be taken seriously and dealt with professionally by SNL staff members.
Play equipment: Children are to play on our equipment at own risk. Splash N Learn are not responsible for children on our play equipment.
Illnesses: SNL follows the Victorian State Government Public Health and Wellbeing Regulations 2009 for advice on the minimum period of exclusion for infectious diseases. If a customer seeks advice from SNL, they will be provided information from the below schedule https://www2.health.vic.gov.au/public-health/infectious-diseases/school-exclusion
POOL:
Pool policy:
• ONLY students in the current lesson are permitted in the water, due to noise and distraction issues.
• Pool rules displayed in pool area must be obeyed by and we reserve the right to remove anyone if rules are not adhered to.
• Parents and guardians are responsible for the children in their care.
• All visitors/customers must obey directions from staff always.
Safety: It cannot be stressed strongly enough that at no time does a person’s confidence or ability in the water eliminate the need for constant supervision by a competent adult when in the vicinity of water.
Included COVID safe policies:
Policies for Parent and Child groups:
• Please bring your own toy packs
• Come Dressed if possible
• Entering and exiting pool will be staggered when necessary
• Sanitise your dressing station- Will be routinely sanitised 3 times per day
• Use hand sanitiser where provided
• Social distance from others out of the pool
• It will be assumed that the account holder (Information given upon registering details) will be who is bring the child. If this is different signing in will need to be done.
• If you or the child is showing any cold or flu like symptoms you must not attend your swim lesson.
• Makeup lessons will be unlimited for illness, said makeup lesson must be scheduled by the customer. Notice via the customer portal must be given prior to original lessons commencing.
• Wrap and go. If possible please leave in your bathers.
Policies for Children in dependent group lessons:
• Please bring your own toy pack
• Come dressed if possible
• Sanitise your dressing station- Will be routinely sanitised 3 times per day
• Use hand sanitiser where provided
• Social distance from others out of the pool
• It will be assumed that the account holder (Information given upon registering details) will be who is bring the child. If this is different signing in will need to be done.
• When possible, drop children at pool gate or yard gate and allow them to enter independently (Only when safe and confident to do so)
• If your child is showing any cold or flu like symptoms you must not attend your swim lesson.
• Makeup lessons will be unlimited for illness, said makeup lesson must be scheduled by the customer. Notice via the customer portal must be given prior to original lessons commencing.
• Wrap and go. If possible please leave in your bathers.
Policies for Aqua Aerobics:
• Maintain 1.5m distance when out of pool
• Come dressed if possible
• Sanitise your dressing station- Will be routinely sanitised 3 times per day
• Use hand sanitiser where provided
• Bring own exercise equipment
• Wrap and go. If possible please leave in your bathers.
Policies for Water Therapy/ family swims
• Come dressed if possible
• Maintain 1.5m distance when out of pool
• Sanitise your dressing station- Will be routinely sanitised 3 times per day
• Use hand sanitiser where provided
• Bring own exercise equipment
• Must be booked into a session
• Wrap and go. If possible please leave in your bathers.
Policies for attending the office
• The office will be closed unless an appointment is made.
• When possible, please make use of emails.
• If you do require a phone call please email to arrange an appropriate time
Staffing and volunteer instructor polices:
• Maintain 1.5m social distancing when out of the pool
• Limit contact with babies and toddlers in parent/child classes – please make use of the baby toy provided
• Only make physical contact with children in the pool if it is necessary in the learn to swim lesson
• Use hand sanitiser where provided
• Follow the sanitising routines and sign and time them
• Monitor the amount of people in the areas
• If you are showing any cold or flu like symptoms please make contact prior to your shift and do not attend work
• You must complete the infection control training online course before your first shift back.
Pool: max 20 patrons in water + staffing/Instructor
Pool Area: 1 person per 4m2 – Max 14 patrons + staffing/instructor
Change room: 4
Office: Staff only
Most Parent child lessons have been adjusted to have max 5 students per class