All customers are expected to abide by the terms and conditions set out below:

General Rules

1. Customers should aim to arrive no more than 15 minutes before the lesson and leave no more than 15 minutes after the lesson to help improve changing room comfort.
2. Car seats and pushchairs etc. should not be left in the changing rooms.
3. All Pool rules need to be followed these can be found at each site we use for our swimming lessons
4. Food is strictly forbidden in the changing rooms and on pool side
5. Strictly no outdoor footwear or pushchairs on poolside.
6. All swimmers must shower before getting into the pool.
7. Pupils should use the toilet before entering the pool to minimise the destruction to swimming lessons.
8. All long hair must be tied back and all jewellery removed before entering the pool. Our teachers have the right to refuse entry to any swimmer who does not adhere to this.

Safety of Swimmers

9. All our swimming teachers hold an appropriate rescue award and are fully trained in the application of First Aid, CPR and pool rescue techniques.
10. All Teachers undergo a DBS check and are required to complete regular safeguard training
11. We have undertaken a comprehensive Risk assessment of all venues prior to use and our teachers undergoes a visual risk assessment at the start of every session to ensure that there have been no changes.
12. Safety for all is our paramount concern and we have the right to remove anyone on, in or around the pool who gives us any concern whatsoever with regard to safety.
13. Swimming teachers are only responsible for participants during their swimming lessons and parents/guardians are responsible at all other times. The swimming lesson begins when the Swimming teacher accepts charge of participants and ends when the lesson finishes.
14. Parents/guardians must remain on the premises whilst the swimmer is in their lesson. This is imperative in case of the unlikely event of a medical emergency, building evacuation or other emergency situation.
15. Parents / guardians using the viewing area at first step gym must observe that no fitness equipment should be touched, no food or drink is permitted as stated in point 4,  and the area must be left clean and tidy after use.
16. Parents/guardians are responsible for any children not partaking in swimming lessons whilst in the facility.  Children must not enter other high risk areas including gym or car parks and must be supervised at all times.

17. Children must be supervised at all times whilst in the facility and accompanied in the changing rooms by a parent/guardian
18. Parents/guardians at St.Nicholas School, Chippenham must observe correct gender changing facilities for the adult changing the child. Any parent / guardians found in the incorrect gender changing area for them, will be removed from the swim school
19. We shall not be responsible for any injury/accident caused as a result of you or other pupils disobeying these rules.
20. Neptune Aquatic Solutions does not tolerate abuse of any kind toward its staff. Any customer deemed as being rude, offensive and or hostile towards staff will be removed from the swim school with immediate effect

Manual Handling of Swimmers

21. Swimming Lessons are a tactile learning environment, as a result it is impossible for swimming teacher not to physical handle a child
22. All teachers are taught the correct ways to support/handle children in the water, and will use these methods throughout the swimming lessons.
23. By Joining our swimming lessons, you agree that you are happy for Neptune Aquatic Solutions swimming teachers to use these supports on your child to ensure their safety and progression.
24. Any complaints about a way a teacher has handled your child needs to be report via our complaints procedures
25. In the unlikely event that a rescue situation, these supports do not apply.

Acceptance of terms and conditions

26. By booking or attending a swimming lesson with us you accept these terms and conditions and they will form part of the contract between us. You will ensure that you follow the general swimming pool rules set out in these terms and conditions and any rules that are specific to a particular pool. We reserve the right to vary these terms and conditions at any time upon notice to you.
27. Neptune Aquatic Solutions will place participants on our Swimming Lesson programme at their preferred day and time subject to viability of the course.
28. By Booking onto swimming lessons with Neptune Aquatic Solutions, you agree to adhere to our attendance policy. Any swimmer absent for 3 or more consecutive weeks without notification to the swim school manager as to the nature of this absence may be asked to surrender their space on the swim school.

Payment and Enrolment

29. Neptune Aquatic Solutions lessons fees are all paid via our Gocardless direct debit. All fees are taken out on the 1st of each month or next working day.
30. A full account summary can be found by login into your Gocardless Account.
31. Failure to make the monthly payments to Neptune Aquatic Solutions will result in your child being removed from the Swim School.
32. All failed monthly payments will be re-tried using our Gocardless system as soon as we are notified. If we are unsuccessful in collecting funds, your child will be unable to swim until full payment is received.

Swimming Lessons

33. Neptune Aquatic Solutions reserves the right to replace swimming teachers if necessary, once the term has started, should this occur refunds will not be given.

Correct SwimWear (with the exception of lifesaving weeks)

34. All swimmers are required to wear the correct swim wear to their lessons; this should be a swimming costume for girls and swimming shorts/trunks for boys. Loose fitting clothing and 2 piece bikinis are not permitted
35. As stated in point 8, all long hair should be tied back and jewellery removed
36. Swimmers may be required to remove any items of additional clothing that the teacher feels is not appropriate to be worn during the lesson.

Use of Swimming hats and Goggles

37. All swimmers ages 3yrs +  are required to wear a swimming hat to lessons.
38. Swimming goggles are also recommended however the teacher has the right to remove the swimming goggles, if they become a distraction during the swimming lessons.
39. Neptune Aquatic Solutions will make contact with parents/guardians regarding changes in lessons programing which will require swimmers to provide additional equipment for their lessons a full week before these changes (Ie Lifesaving week)

Use of Swimming Nappies

40. We operate a strict nappy policy for those children not yet fully toilet trained
41. Used Swimming Nappies (including disposable swim nappies) must be disposed off in the yellow bins provided.
42. We require a second layer of swim wear over the top of the swimming nappy. To stop contamination of the swimming pools that we hire for your swimming lessons.

Online account

43. We use a System called CoursePro to book and to track all swimmers on Neptune Aquatic Solutions Swimming Lessons.
44. Upon booking on to swimming lessons with Neptune Aquatic Solutions you will receive an email with instructions of how to access your online account.  
45. You must keep your contact details in your online customer account up to date because we use this information for our booking and to contact you if lessons are cancelled.
46. If we are unable to contact you because the contact details in your online customer account are out of date, then our lessons credit system set out in these terms and conditions will not apply to you.
47. You agree that all information stored in your online account can be accessed by us and our employees, consultants and agents.
48. We will use the information in your online account for contact purposes, lesson bookings and assessment of swimmers or any other such purposes as we deem reasonable as part of the provision of the courses.
49. You must treat as confidential information such user identification code, password and any other piece of information as part of our security procedures, and you must not disclose it to any third party.
50. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of these terms or conditions or our Website Terms of Use.

Data Protection and GDPR

51. We respect your need for privacy and keep any information that you share with us in confidence. We are bothered by spam and unsolicited phone calls as much as you are, and we do what we can to discourage these practices.
52. We record your personal information only if you provide it to us when expressing an interest in our services. We do not share this information with any third parties. In short, we use your personal information only to serve you better. We want you to be comfortable contacting us
53. further details on how we use your data can be found on the legal page of our website

Illness and medical conditions

54. It is your responsibility to declare any medical conditions that may affect you/you child’s swimming lessons at time of booking or once they have be diagnosed with a condition.
55. It is your responsibility to ensure that you/your child are medically safe to swim. We will not be liable for any accidents or injuries arising from swimming with us that relate to your individual medical conditions, save that nothing in these terms and conditions will limit the liability of any person for death or personal injury caused by negligence.
56. For health and safety reasons, we have been advised that you should not bring your child into the pool for 1 week after suffering from diarrhoea and vomiting.

Pool Closure and Cancelled Lessons

57. In the event of a closure Neptune Aquatic Solutions will make every attempt to contact customers as soon as possible via text, email, social media and or phone
58. All parents/guardians are encouraged to supply Neptune Aquatic Solutions with mobile telephone numbers for quick communication purposes and keep us informed of any changes to them.
59. In the unusual event of a cancelled swimming lesson, we will attempt to make up these lessons in the form of a makeup lesson
60. If you can not attend the make up lessons, then you need to email swimschool@neptuneaquatics.co.uk
61. If you are unable to attend the make up lesson, Neptune Aquatic Solutions will offer replacement session(s) on an alternative term time day
62. If you can not attend the make up lessons and you can not attend a replacement session then unfortunately no refund will be offered
63. If Neptune Aquatic Solutions  cannot provide a makeup lessons a credit will be put onto the gocardless system, reducing one of your month payments.

Severe Weather

64. In severe weather, if we are unable to run a lesson, we will attempt to run a makeup lesson as in point 67, 68, 69 and 70 of the terms and conditions

Photography and Video Footage

65. Occasionally we take photographs during lessons and use them for marketing purposes e.g. on social media sites.
66. These photos will be taken only with your written consent and in accordance with your booking forms
67. Written consent will be gained before using any photos on the websites or social media
68. The copyright for any photo and/or video footage belongs to us and you may not reproduce it in any medium without our prior written consent.

Complaints Policy

69. All complaints are dealt with by a member of the Neptune Aquatic Solutions management team based at our Head Office. 
70. Swimming teachers are unable to deal with any complaints at site.
71. In the event you feel the need to complain about our services, please can you put your complaint in writing to info@neptuneaquatics.co.uk 
72. All complaints will be investigated thoroughly and we will endeavour to resolve your complaint within 7 working days of receipt.

Changes to Terms and Conditions

73. From time to time we may update these terms, by sending you either an updated version or notification of minor changes. You are free not to accept these changes but we would ask you to notify us in writing of your non acceptance within 14 days of your receipt, failing which we will be entitled to treat our agreement with you as being subject to the updated version.

Limitations of Liability

74. In the absence of any proven negligence, lack of due diligence or breach of duty by your teacher; Neptune Aquatic Solutions or its employees, the participation of you; your spouse/partner; child or those in whose care you have placed your child for the purpose of attending or observing Neptune Aquatic Solutions  swimming sessions is done so entirely at your and their own risk
75. Neptune Aquatic Solutions and the Pool Operator are not responsible or liable for any loss, theft or damage to personal property left within the swimming facility
76. Whilst every reasonable precaution is taken by us to ensure security and safety at our swimming lessons, we shall not in any way be liable for any loss or damage arising in any way from our swimming lessons or the venues we use. However, nothing in these terms and conditions shall limit the liability of any person for death or personal injury caused by negligence.
77. Any claim against us arising from attendance at one of our swimming lessons must be notified in writing to us within four months from the day of the relevant swimming lesson and we shall not be liable for any claim that is notified to us after this time.
78. In any event, we shall not be liable to you:

(a) for any purely economic loss, for consequential or indirect losses or for any loss of profit or opportunity;

(b) (where the claim is insured) for any loss which we are unable to recover from any insurer;

(c) (where the claim arises as a result of something which was done or not done by a third party) for any loss which we are unable to recover from that third party; and

(d) for any loss which is greater than the fee paid by you for the relevant swimming lesson or course of swimming lessons.

In the event that you cause harm, damage, loss or injury to any other person or property during the course, you agree to indemnify us and reimburse us for all claims, losses, damages, expenses (including reasonable legal fees), and any other liability suffered by us as a result of such harm, damage, loss or injury caused by you.