POLICIES
The important things,
easy to find.
Our policies explain the standards and arrangements that support your swimming experience.
- Read PDF
Customer Service Statement
2026 · How we support our customers.
- Read PDF
Complaints Policy
2026 · How to raise a concern and what happens next.
- Read PDF
Safeguarding Policy
2026 · Our commitment to swimmer welfare and safety.
- Read PDF
Terms & Conditions
2025 · Version 2 · Lesson terms and arrangements.
- Read privacy policy
Privacy Policy
How the Academy handles personal information.
Need a copy of a policy or have a question? Email our team.
AVAILABLE ACROSS ALL VENUES
Catch-up lessons, explained.
A little flexibility for the weeks when you can’t make your usual lesson. Manage absences and catch-up bookings in your parent portal.
- Mark the absenceLog it in the portal up to seven days ahead.
- Find a spaceCheck the available catch-up lessons in the portal.
- Book your catch-upUse a credit within the redemption window, with at least 24 hours’ notice.
Catch-up terms for parents
- Catch-up credits are issued when a parent marks their swimmer absent through the parent portal. Credits are non-refundable and capped at five per swimmer per year.
- Absences can be logged up to seven days in advance.
- Credits can be redeemed through the parent portal from seven days before to seven days after the recorded absence.
- Subject to space, a catch-up lesson can be booked with at least 24 hours’ notice.
- A catch-up lesson can be cancelled up until 24 hours before that lesson.