No crying policy

Swim City has a “no crying policy”. A child will not learn while they are crying, and they will associate water with crying.

We will approach this by working with the child on the side of the pool supported by the parents until they are ready to enter the pool.

Supervision of children policy

If your child is under 8 years old, they need to be actively supervised by a caregiver 16 years old or over.

This means you need to stay at the pool, watch your child, and be able to provide immediate help if needed.  This is a standard rule that applies to any children under 8 using our pools.

Absences and Replacement Lessons

Swim City understands that, on occasion, children may be unable to attend a scheduled Swim School lesson. If your child will be absent, families are required to notify the Swim School in advance via the online portal.

Replacement Lesson Eligibility

• Absences must be notified prior to the scheduled lesson time to be eligible for a replacement lesson.
• Replacement lessons are subject to availability and are not guaranteed.
• Each child is eligible for up to four (4) replacement lessons per term.
• Replacement lessons are valid for 30 weeks from the date they are issued.

Booking Requirements

• Replacement lessons are available only to clients currently enrolled in Swim School programs.
• Replacement lessons cannot be booked on the day of the original scheduled lesson.
• Bookings must be made at least one (1) day in advance.
• Replacement lessons may only be booked within the current week, with one replacement lesson booked at a time.

Conditions

• Replacement lessons cannot be transferred, amended, or rebooked once confirmed.
• Lessons not cancelled prior to the scheduled start time are not eligible for a replacement lesson.
• Replacement classes are not refundable

Withdrawals

If you decide to withdraw from the program:

• A withdrawal request can be submitted at any time.
• If a request is made during an active Direct Debit cycle, the scheduled payment will still be processed.
• No refunds are issued for payments that have already been initiated.

Families who have withdrawn may still report absences (before the scheduled lesson) to be eligible for replacement classes, as long as these fall within the paid period.

📞 If you have questions, feel free to contact our team.  email swim.city@huttcity.govt.nz

Photos and filming during lessons

Swim City does not allow any filming or photos being taken while a child is participating in our Learn to Swim or school programme.