Cancellation Policy
At Nereids Aquatic Coaching, we are fully aware that important reasons, such as illness or inclement weather, could lead to the cancellation of already booked swimming lessons.
Always, the safety of our student defines whether a lesson should be conducted or cancelled. It is not a problem teaching a swim lesson in the rain, especially during mid-summer. After all, we all get wet while swimming!
It is your choice to cancel a lesson for any reason, however, for ensuring consistency and fairness for all clients and teachers, Nereids’ cancellation policy is summarised below:
- In the event of a cancellation with at least 24 hours’ notice, we will schedule a make-up lesson to occur at a time that suits both you and your instructor. In the event of a cancellation with less than 24 hours’ notice, your lesson will be charged, and no make-up lesson will be offered, even in poor weather conditions*.
- Cancellations due to illness will be accepted if made in a period of at least 6 hours prior to a lesson.
- Cancellations due to unavailability/leave of absence should be made at least 7 days prior to the scheduled date of the lesson.
- A maximum of 1 rescheduled class may be made up for every five booked lessons. This applies for lessons that have already been scheduled in our system. Any more cancellations beyond that number will be forfeited.
- If due to illness or any personal mishap an instructor is unable to deliver your lesson at the appointed time, we will call you as soon as possible. A replacement instructor will be offered if this is possible, or the opportunity to reschedule with the same teacher at a time that suits you.
- In the case of part cancellations of group bookings, no make-up swim lessons or credits will be offered.
- When Nereids believes the weather is unsuitable for swimming, we will contact you to reschedule your class*.
- Nereids' swim teachers reserve the right to cancel any lesson where they do not feel safe or the pool area is not safe for conducting proper swimming lesson. Similarly, if the teachers feel as though his or her safety may be compromised during the lesson they are instructed to leave the site and contact their team leader or the swim school’s manager immediately.
Should you wish to cancel a lesson at any time, please inform your swim teacher as soon as possible and then complete your cancellation via our online system.
Requests to schedule changes can be made via our online scheduling portal, subject to availability, as long as you do so at least 24 hours before the scheduled time.
Requests to schedule changes can be made via our online scheduling portal, subject to availability, as long as you do so at least 24 hours before the scheduled time.
*Lessons will not be cancelled due to rainy day as our instructors can teach well even if it is raining. Cancellation may occur in case of thunderstorms for safety reasons or very low temperatures (if outdoor).
Satisfaction/Money Back Guarantee
In case of not being satisfied with your instructor after your first lesson, Nereids will set you up with a new instructor and restart your swim lessons package. The first lesson with a new Nereids instructor will be provided free of charge. If you do not wish to try a new instructor, a full refund of your purchased and unused lessons will be issued.
Refund/Credit Policy
If you are a customer and you are unable to use all of your lessons during a swim season, they will remain as credits on your account and they will never expire.
If you do not wish to continue your lessons, then your credits can be gifted or donated to another individual who is not the original purchaser.
In case that none of the above options are possible, then we will refund you the remaining lesson fees and a $75 cancellation fee will be charged. The cancellation fee is not applied for our satisfaction guarantee.
Refunds for lessons purchased over 12 months ago will not be processed.
Nereids Aquatic Coaching reserves the right to charge an administration fee to recoup credit card fees associated with any refunds that fall outside our Satisfaction Guaranteed Policy.
