HAW Swim Lesson Policies
Your credit card guarantees your lesson time. Reservations are not confirmed until a valid form of payment is on file. The only form of payment accepted is credit/debit card (Visa, Mastercard, AMEX). We do not accept cash or checks. There is an annual $25 registration fee per swimmer assessed on your first invoice of the year, which is non-refundable once your swim lessons have commenced. The registration fee is assessed every year. Lessons must be used within 365 days of the purchase date. After 365 days, lesson credits expire and can no longer be used towards services.
All cancellations must be made at least 24 hours prior your scheduled lesson via the Client Portal, the Head Above Water Mobile App, or directly with the Head Above Water office via email, text, or phone call (cancellations cannot be made directly with your swim instructor). This policy includes cancellations for sickness, weather (rain/cold), and any other reason. If you are not able to provide 24-hour notice, your swim lesson will be forfeited and no make-up lesson will be offered. Make-up lessons are not guaranteed with the same teacher nor are they guaranteed on specific days/times.
Should you wish to cancel your lessons prior to the commencement of classes (with at least 24-hour notice prior to your first scheduled class), any amount that you have already paid will be refunded in full including the registration fee. Should you wish to cancel your lessons at any point during your lesson series, all lessons that have not been taken will be refunded. Please note, if you purchased a package of lessons and do not complete the full package, the refund will be assessed based on the single-lesson price, not the package price. If you cancel your lessons and request a refund after you have started your lesson series, the annual registration fee is not refundable. Since lessons are valid for 365 days from the purchase date, refunds can only be offered within 365 days of the date the lessons were purchased.
The Head Above Water Office is the main point of contact for all communication regarding your swim lessons. All schedule changes must be made through the office - including but not limited to date/time changes, location of lesson changes, cancellations and payment updates. Upon making your reservation an email confirmation with your schedule and an invoice will be sent to you for your records. If you do not receive a confirmation email and/or invoice please contact the Head Above Water office immediately. If anything on the confirmed schedule emailed to you is incorrect (such as lesson dates or times), please contact the Head Above Water office immediately because the lesson schedule on the confirmation is the final and confirmed schedule.
Lesson time slots are booked on a first come-first served basis. We DO NOT guarantee your time slot beyond the lessons you booked. That is, we cannot promise that the same lesson time slot will be available to you for future unscheduled sessions unless you book a Recurring Schedule. If you plan on continuing beyond the lessons you currently have scheduled, CLICK HERE to learn about our most popular scheduling option: "The Recurring Schedule."
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 lesson. If you would prefer to cancel your lesson due to weather conditions (or any other circumstance) please contact our office at least 24 hours in advance of your class to cancel and we will be happy to reschedule it for you. Lessons are not eligible to be rescheduled due to chilly weather or rain if the class is canceled with less than 24-hour notice. We recommend you check the weather report the day before your lesson to make sure conditions are suitable for you.
If you are splitting a block of time with a friend or sibling, or if you are a participant in a group Parent-and-Me class, you are billed at a group rate. Because of this, make up lessons cannot be honored for a single child. That is, if one child can't make it on a particular day but the other child/children can, we wouldn't be able to honor a makeup class for the one child who can't make it -- that child would simply have to forfeit his/her class. The only way we can accommodate a makeup lesson is if the ENTIRE group cancels for a particular day and we can reschedule the whole group for another day. To cancel the entire group's class, our cancellation policy is 24 hours in advance of the lesson.
Instructor Changes and Cancellations
We are committed to providing quality lessons for all of our swimmers! We understand and believe that swimmers learn best when the teacher is consistent. Therefore, it is our goal to keep the same teacher for your series of lessons. Unfortunately, we cannot guarantee that the teacher will be the same for every lesson as there are many unforeseen factors that can cause a teacher to miss a lesson such as illness, car trouble, family emergency, etc. In the event that your assigned swim instructor cannot make it for one of your scheduled classes we will contact you with as much advance notice as possible and work with you to find a solution. That might include having a substitute teacher for your class (if one is available), rescheduling your class for another date with your regular teacher (if we can find an alternate date that works for both you and the instructor), or providing you with a refund for any classes that are not able to be completed due to instructor cancellations. It is never our intention to inconvenience our clients or swimmers and we apologize in advance if your swim instructor cannot make it to your scheduled class.
Note About Cold Pools at In-Home Lessons
When providing in-home swim lessons, we require your swimming pool to be heated to at least 80 degrees. A more comfortable pool temperature will be between 88-92 degrees. We want your swimmer to be comfortable in the water and not have the distraction of a cold pool. If upon arrival your pool is cold, we will do our best to teach the lesson, but if the actual pool temperature is below 80 degrees, Head Above Water can officially cancel the lesson. In this case, no make-up lesson will be offered. It is the client's responsibility to ensure that their pool is heated.