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If your question is not answered below, please send us an email to firstname.lastname@example.org.
We will gladly answer any and all questions you have about our services. We are committed to making sure that you pick the right program for your swimmer!
Q: What ages do you work with?
We offer our swim lesson services to swimmers age 6 months through adult. CLICK HERE to learn more about our services.
Q: Do you have policies regarding COVID-19?
We have been taking many precautions during the COVID-19 pandemic. For more information on our COVID-related policies, please email us at email@example.com.
Q: How many lessons will it take to learn how to swim?
This is probably the most frequently asked question and also the most difficult to answer because every student learns at his or her own pace. At Head Above Water we take a tailored approach to ensure that each swimmer gets the most out of his or her classes. The private lesson structure allows for the teacher to customize a lesson plan based on the swimmer's background and previous aquatic experience, learning style, and unique goals. We meet the swimmer where they are and believe in a fun, skill-oriented approach. This ensures that the swimmer builds a positive association with the water and has fun while learning as much as they can about water safety and independent swimming. All this to say, one swimmer may learn to swim in just a few lessons, while another may need consistent lessons for many months - it varies from swimmer to swimmer! What we do know is learning to swim takes consistency and patience and we strive to honor each swimmer's individual journey in the learn-to-swim process. However long it takes, we commit to FUN and PRODUCTIVE classes!
Q: Do you guarantee that my child will learn how to swim?
Because every child learns differently, we cannot guarantee that your child will learn to swim in a specific number of classes. In the 20+ years we've been in business, Head Above Water is proud to have had HUGE success in teaching thousands of children how to swim, but the length of time it will take each child to become an independent and water-safe swimmer varies from child to child.
Q: Can I pick any teacher I want from your instructor list?
We can absolutely take your request for a specific teacher. However, we cannot guarantee that we will be able to schedule you with that teacher. Since each teacher is assigned to work on specific days/times, we would need to take your scheduling preferences into account when picking an instructor. We do believe it's very important to get the correct match between a swimmer and a swim instructor so if you have teacher preferences, please communicate those to us and we will be happy to take those preferences into consideration. CLICK HERE to read about our wonderful swim instructors.
Q: Which teacher will my swimmer be matched with?
Each of our wonderful swim instructors is pre-assigned to work at our pool on certain days/times. That said, your teacher selection will be based on what day/time you choose to swim. But no matter which teacher you are scheduled with, you will be in great hands! All of the teachers who work at our pool are well-versed in teaching swimmers of all ages — from infant through adult. And all of the instructors at our pool have worked with us for at least 4 years, with a few of them having worked for us for over 15 years! CLICK HERE to meet our wonderful swim instructors.
Q: What if the teacher who gets assigned to my lessons is not a good fit for my swimmer?
We believe that it is EXTREMELY important to get the correct match between a swimmer and his/her swim instructor. If for any reason you believe your teacher is not a good fit, please call us and we will be more than happy to discuss your options, whether that be finding a different time slot with a different teacher (depending on availability) or refunding you if we are not able to find a solution. Please do not ever hesitate to contact us if there is ANYTHING we can do to make your experience with Head Above Water better!
Q: Will my swimmer have the same teacher for every class?
We believe it is very important for your swimmer to build a relationship with his or her swim instructor. For that reason, when booking a "Recurring Schedule," your assigned teacher will always be the same. Occasionally, a substitute teacher may be assigned to teach your lesson (e.g. if your teacher is sick or out of town). In these rare cases, we will always give you the option to complete your scheduled lesson with the substitute teacher (if one is available) or to cancel and reschedule your class with your normal teacher.
Q: What if my swimmer doesn't like it or isn't ready for lessons?
While we never anticipate a swimmer having a poor experience in the pool, there could be reasons why the swim lessons may not work out for the swimmer this time around. Whatever the reason, if at any point throughout your series of lessons you decide you want to discontinue your classes, we can always hold a credit on file for you to resume your lessons at a later time, or even provide you a refund for your unused lessons if you prefer to get your money back. Please review our refund policy HERE.
Q: What happens if I can't make it to one of my scheduled classes?
All cancellations must be made 24-hours before your scheduled lesson via the Client Portal. Cancellations cannot be made directly with your swim instructor. If you are not able to provide 24-hour notice, your swim lesson will be forfeited and no make-up lesson can be offered. Make-up lessons must be scheduled within 365 days from the purchase date of the classes and are not guaranteed with the same teacher nor are they guaranteed on specific days/times. Again, in order to cancel you must cancel your appointment via the Client Portal at least than 24 hours in advance. Instructors will not be responsible for relaying any information. This cancellation policy is in effect for cancellations of any kind including sickness, weather (rain/cold) and any other reason.
Q: What happens if it's raining or cold out?
We do conduct swim lessons in all kinds of weather - clouds, rain and all! Children find it fun to swim in the rain! The only reason we would cancel the lesson is if there is thunder and/or lightning within 30 minutes before or during the lesson. In that case, we would get out of the pool immediately and reschedule the class. If you would prefer to cancel your lesson due to weather conditions (or any other circumstance) feel free to cancel your lesson at least 24 hours in advance of your class via the Client Portal. Lessons are not eligible to be rescheduled due to chilly weather or rain if the class is canceled with less than a 24-hour notice. We recommend you check the weather report the day before your lesson to make sure conditions are suitable for you.
And as a reminder Head Above Water's West LA Pool is heated between 90-93 degrees year-round! On days where it might be cooler outside, our pool water will be even warmer so that the swimmer is always comfortable no matter what the weather conditions are.