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.

Absence and Withdrawal Policy

Missed Lessons

We understand that sometimes things come up. If your child will be absent from their lesson, please let us know in advance using our online portal.

✅ Report absences before the scheduled class to be eligible for a replacement lesson.
✅ Replacement classes are subject to availability and can be booked at a time that suits your schedule.

❌ Missed lessons not reported in advance are not eligible for replacement.

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Families who have withdrawn may still report absences (before the scheduled lesson) to be eligible for replacement classes, as long as these fall within the paid period and are subject to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

📞 If you have questions, feel free to contact our team on 04 567 0043 ext 1 or 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.