Swim and Survival Academy

Term & Conditions

Swim and Survival Academy – General Terms & Conditions

Swim and Survival Academy in Ballarat is a great place to learn and have fun! Why? Because we all consider each other and go out of our way to make sure learning to swim with us is an enjoyable and safe experience for everyone.

All patrons must abide by the general terms and conditions of entry. Please make every effort to familiarise yourself with this information and refer to it when required.

Please discuss these terms and conditions with any staff member if you require advice, guidance or clarification.

The Terms and Conditions will apply until further notice. Any changes to the Terms and Conditions will be updated on the parent portal.

Cancellation Policy

If you want to cancel your classes permanently at our swim school, you must give notice by speaking to your Shift Supervisor or via email to This email address is being protected from spambots. You need JavaScript enabled to view it.. A minimum of 2 weeks’ notice is required for cancellation of classes. Make up lessons will be created for unattended lessons if required during this notice.

All enrolments are perpetual (ongoing) and the direct debit payments will continue until written notice of cancellation is submitted by the responsible person. Two (2) weeks notice is required to cease enrolment and the direct debit agreement. A Direct Debit Cancellation Form must be completed and submitted online. Direct Debit Cancellation Forms are available on our website.

Credits or Refunds will not be granted for missed lessons prior to written notification. Cancellations will not be processed until any outstanding amounts owing are paid in full.

Withdrawal due to medical reasons will be actioned as soon as a Direct Debit Cancellation Form is submitted online.

We cannot accept verbal notice of changes to or cancellation of direct debit details. All changes must be submitted in writing.

Change of Details

Any changes to your contact information or financial information can be made via your customer portal. Any changes made on your portal will automatically update our records.
Keeping your contact details up to date allows us to keep you up to date with your child’s swimming.

Clothing and Aqua Nappies

All Swim and Survival Academy Swim School swimmers are required to adhere to the Swim and Survival Academy policy for appropriate swimwear to be worn in the water at all times. All children 3 years of age and under, regardless of their level of toilet training, or older children who are not fully toilet trained MUST wear a double nappy. This means a child will need to wear a disposable, waterproof swim/aqua nappy covered by a reusable, snug fitting swim pant or costume in order to join a class.

Appropriate swim wear must be worn.

We prefer swimmers to wear appropriate foot wear in the change rooms.

Emergency Exits

The Emergency Exits are to be closed at all times and not used as an Entry/Exit point.

In The Event of an Emergency

If the Swim and Survival Academy was subject to an emergency evacuation, please do not panic but take directions offered by the designated Fire Warden or Supervisor. It is important when moving around the Swim School during an emergency that you do not run. Please listen and follow the instructions that are given by the trained staff. Your child will remain in the care of the Swimming Instructor whilst moving to the assembly area, we ask that you meet their class at the assembly area and please do not take your child without the permission of the Warden/Supervisor, as they may result in putting a staff member or emergency services in danger while they look for your child.

Feedback and Dispute Resolution

Your feedback is important to us. We seek to resolve your concerns quickly and effectively. If you have any feedback or questions about our service, please contact us.
If it is positive feedback for our staff we love to pass this on! We have feedback forms at reception which you can fill in and give to our reception team. This will be passed on to our staff to make their day special.

If you have a concern please speak to the Shift Supervisor on your shift initially.

If you wish to take the concern further please follow the steps below.

  1. Please go to our website under “About Us” and click on “Issues or problems”. Please send a message detailing your issue or concern. One of our team of managers will be in touch to discuss a solution.
  2. If you are not satisfied with the solution please email This email address is being protected from spambots. You need JavaScript enabled to view it.

Inclusion Policy

Clients are required to make Swim and Survival Academy a positive environment to be in by adhering to the following:

  1. Inclusion of every person regardless of race, age, culture, religion, gender, ability level, or sexual orientation.
  2. Showing respect at all times to both staff and other clients.
  3. Violence and Abusive behaviour will not be tolerated. This may include intimidation and/or harassment.

We reserve the right to refuse entry or participation in lessons to any person who attends the Swim and Survival Academy and do not adhere to our Inclusion policy.

Lesson Transfers

All members enrolled within the Swim and Survival Academy programs acknowledge that classes are non-transferable to other students. Any attempt to transfer to another person without the knowledge of Swim and Survival Academy may result in the termination of enrolment within the Swim and Survival Academy Swim School, without refund, and members may not be permitted to attend any other program.

Make Up Policy

You’ll be glad to hear we’re not fans of Draconian policies here at Swim and Survival Academy.
At SSA we want you to receive value for money. We have a “Make-Up Lessons for Life!” policy This means that the swimming lessons you pay for - you get, regardless of any absences you need to take. These make up lessons will then remain on your child’s record until they are used.
To qualify for Make-Up Lessons for Life please observe the following:-

  • Make-up lessons accumulate and remain on record until used.
  • Make-up lessons are limited by the number of paid lessons you miss during a term i.e. if your child is booked for a 10 week term and absent for 4 sessions due to illness etc. then he/she will be eligible for 4 make-up lessons
  • You must notify SSA a minimum of 5hrs prior to the regular lesson, if your child is going to be absent for the make-up lesson to be available. For any last minute absences please notify us on your Customer Portal. Clients who don’t attend their lesson without this notice will not be eligible for a makeup lesson.
  • Makeup lessons cannot be accrued during holiday programs
  • Make-up lessons can only be taken in positions vacant during normal scheduled term lessons
  • Make-up lessons can only be booked a maximum of 7 days in advance.
  • Swimmers must be enrolled during the term where they want to use the make-up class i.e if your child is not enrolled in T3, but they have 2 make-up lessons owed, you won’t be able to use the make-up classes until your child is enrolled for the full term of lessons.
  • (School lessons do not apply as enrolment)
  • Make-up lessons can not be exchanged for refunds, for use during holiday programs or credits towards term fees.
  • Make up lessons are not transferable.

Payment of Fees and Direct Debit

Life is better when it’s simpler.

We encourage our customers to pre-pay term fees before the term starts. Why? This means you have classes available for your children, and it means we can ensure we’ve got the right staffing numbers.

Your fees must be paid in advance. If your lessons are not prepaid we reserve the right to cancel your booking.

For families confirming their position for the following term, two options are available:

OPTION 1: Full Term Payment

  • All full term payments must be paid by the end of your child’s last swimming lesson of the term. This ensures their place in the next term.
  • Families paying for 3 or more lessons per week are eligible for a discount. Currently 12.5%.
  • You can pay at reception using cash or credit card.
  • FEES: Credit card over the counter for Visa or Mastercard is 1.08% . American Express is 3.5%. There is no charge for EFT over the counter.

If you choose to pay your full term fee through Intergra pay from the comfort of your home the fees are:

  • Credit / Debit card transaction $0.33
  • Credit / Debit card rejection fee $0.33
  • Visa / Master card 1.87%
  • American Express 3.5%

To resubmit a rejected payment an additional $0.33 fee will apply the following day.

In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.

OPTION 2: Direct Debit Payments

A Direct Debit payment can be arranged.

Direct Debit terms & conditions

  1. The direct debit arrangement can be set up through your customer portal. This allows the security of your financial information.
  2. Your direct debit arrangement is set up with our 3rd party – Integra Pay.
  3. Any changes to financial details can be made through your customer portal.
  4. The first payment for the year is the week before lessons begin in Term 1 and continue until the last payment is made before the end of Term 4.
  5. The fees and charges are outlined with our third party provider Intergra Pay.
    Data Storage and Compliance (once of) - $2.20
    Failed Transaction - $4.40
    Bank Account transaction - $0.88
    Credit card transaction - $0.33
    Visa/ Mastercard 1.87%
    American Express 3.5%
  6. When setting up Direct Debit you are required to have a valid mobile number and email address for our administration team to contact if required.
  7. If payment is not made after a rejection payment is received, management reserves the right to cancel classes. If a class is cancelled it cannot be guaranteed to receive the same timeslot when rebooking.
  8. If your payment is rejected, your lessons will be placed on hold until your next swimming lesson to allow payment to be made. If no payment is made by your next swimming lesson your booking will be cancelled. Bookings will not be held for accounts in arrears.
  9. In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.

For families booking once a term has commenced:

Fees are required to be paid on booking for returning customers.

Unless a free trial lesson is offered, fees are accrued from the time of booking. Make up lessons can be accrued for lessons not attended. Please refer to our Make up Policy terms and conditions within this document for clarification. Refunds will not be given for unattended lessons under any circumstances retrospectively.

Swim and Survival Academy may increase the fees associated with the lessons offered and will make every reasonable effort to notify members about any fee increase.

Parental Supervision

All members under the age of 10 must be accompanied by a responsible person over the age of 16 years and Swim and Survival Academy reserves the right to refuse entry to any person.

Swim and Survival Academy students in our Tiny Tacker program require a parent or guardian over the age of 17 in lessons with them. Our instructors are not able to accept students into these classes without an adult in attendance in the water.

Swim and Survival Academy students over the age of 3 years and under 18 years must be dropped off to a Swim and Survival Academy instructor and collected from a Swim and Survival Academy instructor by a parent or guardian at the start and conclusion of every lesson. Students are not to enter the pools prior to their teacher beginning their class assisting them in the water.

Parents and guardians must remain easily contactable to the Swim and Survival Academy Supervisor throughout the lesson to assist with any issues which may arise in the duration of the lesson. Failure to adhere to Swim and Survival Academy supervision policies may result in the termination of lessons.

Parents need to ensure the comfort of all customers. Please do not allow children to stand or run on seating.

The teachers require equipment to run their classes effectively, please ensure class equipment is not removed from baskets or the pool edge to entertain non swimmers. We have a play area with toys and a TV for non swimmers to utilize.

Parking and Major Events

The Swim and Survival Academy is located near a number of other large sports facilities that are used regularly for events and large bookings throughout the year. During these periods there may be reduced capacity within adjacent car parks. Swim and Survival Academy does not control the car park and wherever possible endeavor to ensure parking for our members is available. Members may be notified via our Face Book page during periods of peak usage.

Public Holidays and Pool Closures

Swim and Survival Academy is closed for all Public Holiday’s. As such, members are not charged for these dates as lessons do not operate. Further information can be found on our term calendar.

In the event of an unforeseen incident which could affect the health and safety of our Member’s we reserve the right to close the pool. Where possible; Swim and Survival Academy will attempt to contact all affected swimmers via email or SMS regarding the closure.

If lessons are cancelled in the interests of the health, safety and welfare of Swim and Survival Academy staff and members or under directive of a government authority, clients will be entitled to a make up lesson for any classes that they would normally have attended during the period where the centre is closed.

Clients will not be given an additional make up lesson if they had already submitted a notified absence for the period of the closure.

Refunds will not be given for any lesson missed as a result of the closure.

Recording classes and using recording/photography devices

Swim and Survival Academy is a swim school that places a high priority on quality tuition and ongoing training for our staff. We record our staff teaching on a regular basis for training purposes only. These videos are kept in a secure onsite location and only viewed by their Supervisor and the teacher or trainee to assist their training. If you have any questions regarding this please speak to management.

It is a condition of entry to Swim and Survival Academy that a person will not operate any visual recording equipment in the facility except in accordance with a Visual Recording Agreement made with the Centre. Any person breaching this condition must immediately leave if directed to do so by a member of the staff. Please enquire at the reception desk if you wish to operate visual recording equipment within the centre. We ask that you respect the wishes of other patrons who may not wish to have themselves or their children filmed whilst using the Swim and Survival Academy.

At our swim school we appreciate parents wishing to record the milestones in their child's life. If you are taking photos during classes please ensure you minimize the photo to your child only and are not including other children in the class to respect the privacy of our other families. No photography/video recording is allowed in or near any change rooms or change areas.

As all parents are not present during Schools Lessons, we do not allow photographs or video footage to be taken during our schools program.

No mobile phones/photography or recording allowed in change rooms.

Refund Policy

Any outstanding monies on the account can be left in credit to be used in full on returning to classes.

If a monetary refund is required a $20 processing and administration fee applies. Refunds will not be given for unattended lessons under any circumstances retrospectively.

No smoking

No smoking anywhere in or around complex.

Sickness and Communicable Diseases

Keeping it Healthy

Health is important to us! We pride ourselves on the quality and cleanliness of our facilities here in Ballarat. Swimmers agree to abide by the Victoria Government Department of Health Guidelines regarding Healthy Swimming:

  • Do not swim if you have had diarrhoea or vomiting in the past 2 weeks
  • Avoid swallowing pool water
  • Do shower and wash thoroughly with soap before entering the pool
  • Use go to the toilet before entering pools
  • Wash your hands with soap after going to the toilet or after changing a nappy
  • All children 3 years of age and under or not toilet trained must wear double swim nappies (or swim nappy under a snug fitting swim costume with firm closure at the thighs) at all times in the water to assist with the pool water quality

Teacher and class changes

While we strive to provide your child with a consistent teacher and class, at times this is not possible due to unavoidable circumstances.

All participants must abide by the general terms and conditions of the Swim and Survival Academy Program. Management reserves the right to refuse entry, suspend or cancel lessons without a refund or request any person to leave the premises if that person does not adhere to the above conditions or if deemed necessary.