ORCA Membership Policies

GENERAL INFORMATION

We are a private, members only facility, and children may only begin lessons once membership has been accepted.  A position in a class is secured only once it is paid for in advance. 

Enrolment is ongoing and you can start at any time.

Your child will be placed in a class and will attend on the same day and time each week.

We do not hold places or accept part payments.

Memberships and lessons are NOT transferable nor refundable to other people including family members, and cannot be credited unless ORCA Swim Schools is at fault. 

Planned ORCA Swim Schools closures are on all public holidays and for up to four (4) weeks over the Christmas/New Year period.  You are not charged for these days, therefore make up lessons are not required.

If a group lesson has one (1) or two (2) students in it, ORCA Swim Schools reserves the right to consolidate that class.  At least one week’s notice will be provided of the change and we will do our best to find a suitable alternative class.

ORCA Swim Schools does not guarantee teacher requests and teacher schedules may change at any time.

We allow unlimited make ups as per the policy set out below 

MEMBERSHIP FEE

A once-off membership fee of $35.00 per child is charged and a membership pack provided.  This fee is non-refundable and is due and payable upon booking your child into lessons. 

LESSON FEES AND PAYMENTS OPTIONS

Lesson fees are payable in advance and only current, paid members can attend classes.  A position in a class is not held without payment. 

Group Lessons: $22.00/lesson 

Private Lessons: $75.00/lesson

The fee structure is calculated on a ‘cost per lesson’ basis.  Our preferred option is monthly payments via Direct Debit which can also be made as an advance payment if paid between 25^th and the last business day each month after the invoice for the following month has been received.

A security deposit equivalent of up to two (2) weeks of lesson fees will be charged, so that lessons are always paid in advance.

DIRECT DEBIT is our no fuss month-by-month payment option.

Direct Debit payments at ORCA Swim Schools are processed on the First Business Day of each month.

• A Banking Details form must be completed and returned upon enrolment for all customers.
• Customers must ensure that bank details are kept up to date including expiry dates of credit cards and bank account changes.
• Please note any additional fees that are indicated on the form, including fees for declined debits.
• A deduction will be made monthly from your nominated bank account or credit card on the noted date.
• The Direct Debit amounts payable may differ from month to month depending on how many lessons there are in the period you are being charged for.  For example, if charged monthly there may be three (if there are Public Holidays on your swimming day). four or five lessons in that month.
• Membership is ongoing and debits will continue until a completed cancellation form is received by ORCA Swim Schools at least two (2) weeks before the end of the month.  If we do not receive the form on time, the following month will be charged.
• When commencing lessons mid-month, you will be charged upfront for the remaining lessons in the month to align with the Direct Debit processing dates, along with the membership fee and the 2 week deposit.
• A security deposit equivalent to up to two (2) weeks lessons will be charged with the upfront payment for the remainder of the month.  Upon the customer providing the required two (2) weeks notice of cancellation, these lessons can then be utilised.
• Failed Direct Debit payments must be paid for prior to the next scheduled lesson.
• Failed Direct Debit payments incur an admin fee from the 3rd Party Direct Debit provider.  ORCA Swim Schools may also charge an administrative fee for failed Direct Debit payments.
• If your Direct Debit payment fails more than three (3) times in a row, ORCA Swim Schools reserves the right to suspend Direct Debit payments and request upfront payments.
• Direct Debit fees and charges - Bank Account $0.88 per transaction - Credit/Debit Card 1.87% of the total on the invoice.

MONTHLY PRE PAYMENT provides you the option to pay in full for lessons 1 month in advance without incurring fees.

• Payments must be received between 25^th (the day you receive your invoice) and the last business day of each month to qualify as an upfront payment.
• Payments are accepted by cash, card, or bank transfers.
• Part payments are not accepted and bank transfers must clear into our account prior to the last business day of each month to qualify as an upfront payment.
• A security deposit equivalent to up to two (2) weeks worth of lessons will be charged at the time of enrolment.
• Upon providing the required two (2) weeks notice of cancellation, these lessons can then be utilised.
• Ongoing payments are due between 25^th and the last business day of each month.
• Should your upfront payment not be received between 25^th and the last business day of each month then your account will be processed as a Direct Debit for that month, which incurs a small processing fee from our 3^rd party supplier (see fees table in paragraph above).

CHANGES TO LESSON FEES

We try to keep our fees as low as possible whilst maintaining the highest standards.  However, as costs increase, ORCA Swim Schools reserves the right to occasionally adjust our fee schedule.  You will be given a minimum of 14 days notice of any new fees.

DISCOUNTS

If three (3) or more members of one family attend swimming lessons they will receive the following discounts:

• Membership Fee is capped at four for families of four or more students e.g. a family of five enrolling for lessons would receive free membership for their  fifth child
• A 10% discount applies to the lesson fees of the third and subsequent children e.g. in a family of four the first and second children’s fees would be full price, while the third and fourth children’s fees would be discounted by 10%.
• Most children benefit from attending more than one lesson per week.  A discount of 10% is offered for each additional weekly lesson a child may undertake.

MAKE UP LESSONS

• There are unlimited make ups provided for notified absences provided a minimum of 2 hours (120 minutes) notice was given to ORCA Swim Schools.
• Make-up lessons are valid for 3 months only from the date that the notified lesson was missed.  Unused lessons after this time will be forfeited.
• OARCA must be notified of absence, preferably via Email, by no later than 2 hours (120 minutes) prior to the start of the class.  When notice is provided within this timeframe you are eligible for a make-up lesson.  If notice is NOT provided within the required timeframe you WILL NOT be eligible for a makeup lesson.
• Notifications of absence are preferred via Email, (please include Childs Name, Day and Time they Swim) however, you may also notify of absences via Phone, Facebook Messenger or, in person at the centre.
• Cancellation of membership will result in the forfeiture of any unused make-up lessons and make up lessons cannot be added to the end of a paid period.
• Make-up lessons are subject to availability and we cannot guarantee specific teachers, days or times.
• Missed private lessons can only be made up in a group class.
• If a make-up lesson is missed, it cannot be re-booked and is therefore forfeited.
• Make-up lessons are not guaranteed and are available only when pre-arranged.  It is your responsibility to book make-up lessons.
• Make-up lessons cannot be backdated, transferred, extend lessons past your “paid to” date, OR REDUCE A DIRECT DEBIT PAYMENT.
• If classes are full, make-up lessons will not be able to be booked as we do not overbook classes.
• Due to class availability, we are not able to book a make-up class more than 48 hours in advance.
• Doctor’s certificates are advised for extended illnesses.
• Refer to your signed copy of this agreement as some items may have been adjusted.

CANCELLATIONS

All cancellations require two (2) weeks written notice to stop the Direct Debit for following months.

NO PAID FEES ARE REFUNDABLE.

Direct Debit payment cancellations require a notice of two (2) weeks prior to the end of the month or the scheduled Direct Debit date.

Any deposits paid will be reimbursed by way of swim lessons upon receiving the two (2) weeks written notice.

If three (3) consecutive classes are missed and there has been no communication from the family, ORCA Swim Schools reserves the right to cancel the membership and you will not be entitled to a refund.

MEMBERSHIP CANCELLATIONS BY ORCA SWIM SCHOOLS

We reserve the right to cancel your membership if you do not follow the set policies or if you or your children conduct themselves inappropriately at an ORCA Swim Schools site.

SWIM ATTIRE

• Reusable Swimsure nappies are MANDATORY for hygiene reasons as faecal incidents can result in pool closure.  Any child who requires nappies normally must wear a supermarket swim nappy (or our adjustable reusable nappy) PLUS our Swimsure Nappy for lessons – NO EXCEPTIONS.
• Swimming caps are provided as part of the membership pack to all independent swimmers.  These are recommended to be worn to ensure fewer distractions for your child and for pool hygiene.
• It is required that parents/carers wear a rash vest or T-shirt in the water in our baby and toddler classes.  This assists the child to gain independence through reaching for and holding the shirt instead of the parent having to always lift and hold the child.

• No streetwear/casual clothes will be permitted in the pool e.g. jeans, trousers, etc.

• Swimwear (including nappies) must not be removed in pool or on pool deck at any time.

PHOTO / VIDEO POLICY

At ORCA Swim Schools, we welcome you capturing the special moments of your child on camera or video, however the privacy of others must also be respected.  Capturing still or video footage is conditional upon the following:

• If you capture an image or private conversation of another child or individual, you must have all relevant individuals (or their parents) consent to use, publish, or broadcast images or video footage.
• Under NO CIRCUMSTANCES are cameras or mobile phones to be used in change room areas or showers.

• You agree to comply with any request by ORCA Swim School staff to discontinue use of your camera, mobile phone or video, and to delete requested images or footage, where ORCA Swim School staff reasonably consider that someone’s privacy may be breached.

• ORCA Swim Schools may take photos and videos to use for social media and other marketing purposes. ORCA Swim Schools may also use photos or videos posted onto social media at their discretion.  If you do not want to have photos or videos taken of you or your child, please inform us.

Please note, policies may change from time-to-time.

WHAT WE EXPECT OF YOU AS A MEMBER

• Comply with our rules and follow directions of our team members.
• Inform us if your child has any pre-existing injuries or health issues.
• PAY YOUR FEES ON TIME AND NOTIFY US OF ANY BANKING DETAIL CHANGES.
• Keep us updated on any change of your personal details including contact and bank details.
• Be courteous, respectful and kind to our staff, other parents and children at the centre.
• Actively supervise and mind your children at all times, including being at the centre when they are in the pool.
• No food or glass containers are allowed around pool area.
• Be responsible for your own personal belongings.
• Belongings left at ORCA Swim Schools are put in the ‘lost property’ area and periodically donated to charity.
• Keep your child out of lessons for the specified Health Department exclusion period of two (2) weeks after an incidence of diarrhoea or vomiting or other communicable illness so that it is not passed along to fellow students and teachers.