frequently asked questions
What do I do if my child needs to miss a class?
To ensure your child gets the most from their lessons, we encourage everyone to attend their scheduled class. In the event you cannot attend, we are unable to offer makeups. The expectation on enrolment is that you will come to each class.
Can I get a refund?
Refunds may only be given in special circumstances due to prolonged illness and if supported by a doctor’s certificate. Refunds will only be processed from the date a medical certificate is received and cannot be backdated. A $50 administration fee applies to all cancellations.
Refunds are only available up to week 6 from the beginning of each term.
Unfortunately, we cannot transfer or suspend paid lessons to other terms.
Why has my class time changed?
Changes in class times or days are rare but may occur from time to time. This may arise if your child has progressed to the next level, or it can also be due to class schedule changes that occur for the following term.
Why isn’t my child progressing?
As part of the learning process, children need to have time to form new pathways in the brain to interpret, comprehend and perform new skills. Even as adults you will find that if asked to perform a previously untried action it takes a while for the mind to understand what is being asked of it and then for it to send the appropriate signals to the rest of the body.
Consider what it must be like for a child, particularly young children who are still trying to work out how their bodies work and are still developing their motor skills. It is therefore not surprising that sometimes it may seem as though they are not progressing and even that skills are deteriorating but this is normal while they are experimenting with new concepts. Depending on the child, progression may take anywhere from a few weeks to several months, but it is important to be patient and supportive during this process so that the child does not lose interest or confidence while developing at their own pace.
Why don’t we have the same teacher?
We try to ensure continuity in our lessons, at times situations don’t allow for this to be possible. If your child has moved to a new level or you have decided to change days or times, swimming lessons with your previous teacher may not be possible. Alternatively, due to illness, study, or other circumstances our instructors cannot always remain at the same time or days and changes may occur unexpectedly. Every effort is made to ensure a smooth transition to a new teacher, with instructors and coordinators specifically trained to assist children with how to cope with the change.
Will my child be assessed?
At Learn to Swim Victoria, assessment occurs every week and is continuous. This is so we can track your child’s progress and make sure they meet the skills-based criteria in each level. Our experienced Pool-Deck Supervisors monitor each lesson on an ongoing basis and regularly share feedback with teachers and coaching staff. If you are concerned about your child’s progression or would like some feedback, you can approach our Pool-Deck Supervisors at any time.
Do you cater for private 1 on 1 lessons?
Due to limited space and teaching staff we are unable to provide private 1 on 1 lessons.
What do I need to bring?
LTSV ID Card (will be supplied from reception) Appropriate swim wear, Swimming cap (compulsory), Goggles (Required), Towel, swim diaper (Required if not toilet trained) A positive and friendly attitude. For the younger children and babies, we suggest a rash top for the colder months.
Will I need to enrol for the following term to continue swimming?
Once you enrol, you will be enrolled until you cancel out. Your enrolment will carry over to the following term. However, you place will be unsecured until the payment is made by the due date.
Why am I not receiving emails?
There can be a few reasons as to why you are not receiving emails with vital information from us. The main reason is that your email provider is seeing it is as spam/junk and will automatically tag it as such, to combat this you will need to make sure to add email@example.com to your safe sender list.
Other reasons can be an incorrect or outdated email was entered at enrolment, this can be amended by emailing us from the email that you want on the account.
Can we have multiple ID’s , emails or sign ins for the account?
Each account can only have one ID and Email assigned to it. If you lose your ID card we can replace it. To ensure multiple family members have the ID card, you can add it to your loyalty cards app on your phone. However, only one email can be registered to the account, we suggest using a shared email address that you both have access to, firstname.lastname@example.org.
What are the specifications of your pool and filtration systems?
Our pool is 25m long with 6 standard lanes. Our shallow end is 0.8m in depth and our deep end is 1.8m.
We use UV, Co2, Magna to maintain the sanitization of the pool. We keep our pool heated to 32 degrees all year around.