Swim School Frequently Asked Questions

What do I do if my child needs to miss a lesson?

If you need to miss a lesson, you must enter the absence in your account through the Customer Portal. We are not able to "reschedule" classes you are unable to attend.
Only absences entered in the customer portal with at least one-hour advanced notice are considered excused and eligible for a makeup (all other absences are un-excused). Once attendance is entered on the day of your missed lesson, you will receive an automated email alerting you that you have a makeup token in your account. This email will include instructions how to schedule makeup lessons and information on our full makeup policy. Makeup tokens are not given prior to an absence and makeup lessons are not guaranteed.

Do you offer makeup lessons?

Yes, we offer makeup lessons! No, we do not "exchange lessons" or reschedule lessons for expected future absences and we do not offer credits or refunds either. All excused absences are eligible for a makeup token only when entered through the Customer Portal one hour in advance. These tokens are to be used to schedule a future makeup lesson which is in addition to a regularly scheduled lesson, after an absence has occurred and are subject to our makeup policy below.

Makeup Policy:

In most cases, makeup lessons will be offered on a different day, different time, and often with a different instructor than your regularly scheduled lesson. We typically do not schedule makeup lessons on the same day that your child regularly attends lessons. We do our best to offer as many makeup lesson times as we can, but there are a limited number of makeup lesson times, and they are available on a first-come, first-served basis.

Makeup lessons are NOT GUARANTEED!
Makeup classes are scheduled in spots that other students have notified us of a future absence in the Customer Portal.
Makeup lessons may only be scheduled up to one week in advance.
Makeup tokens are valid for 90 days from the date of issue.
You MUST be currently enrolled in lessons to be eligible for a makeup lesson/to use your makeup token.
Once your makeup lesson is scheduled and approved, we are not able to reschedule, nor will your token be reinstated if you are absent.
A no-show student is not eligible for a makeup token.

When you request a makeup lesson, you will receive two emails! The first email will acknowledge that received your request and the second will confirm or deny your request. You will only be scheduled for a makeup lesson after receipt of the second email stating that your request has been approved.

What happens if there is inclement weather?

If The Swim School of Denver needs to close due to inclement weather, we will notify all families affected by the closure via text message and with a follow up email.
Weather closures are typically due to extreme cold and snow. Tornado warnings in our area will also lead to a closure.
Families will have the option to request a credit to their account or a makeup token. It is your responsibility to make us aware of your preference within 60 days of the closure. Anyone who has a future absence or makeup scheduled for the day of the closure will automatically receive a makeup token.
If we are open and you feel the weather is too severe for you to attend your lesson, you are subject to our absence policy above.

What happens if The Swim School of Denver must cancel lessons?

If The Swim School of Denver must cancel lessons, we will reach out immediately through a text message or an email alerting you of this cancellation.
Typical reasons lessons may be cancelled are due to:

Unforeseen problems with our pool including chemical imbalance or equipment issues
Required sanitization of the water in our pool due to a potty accident or vomit
An instructor absence where we cannot provide a substitute teacher.
- If we provide a substitute instructor the lesson is not considered cancelled.
- If you choose not to participate in the lesson with the substitute you are subject to our absence policy above.

Families will have the option to request a credit to their account or a makeup token. It is your responsibility to make us aware of your preference within 30 days of the closure. Anyone who has a future absence or makeup scheduled for the day of the closure will automatically receive a makeup token.

What holidays or breaks is The Swim School of Denver closed?

The Swim School of Denver is typically closed for the following holidays/dates:

New Year's Day
4th of July (closed at noon)
Halloween (closed at noon)
Thanksgiving (Thursday and Friday)
Winter Break (the week of December 25th)

All tuition is prorated to reflect these holidays.

How does billing work?

Intro-to-Swim Packages: These packages of 12 lessons are billed in full, at the time of enrollment. All tuition and new student registration fees are due at the time of enrollment.
If you need to miss a class, please follow our "What to do if my child needs to miss a class?" guidelines above and when your student is finished with their package you will be able to schedule any makeup tokens you have.

We are not able to postpone swim packages. Once enrolled that package is considered sold and you are responsible for payment regardless of attendance.

Core Skills Development and Stroke Development: All our remaining lessons are billed monthly. You will receive an email statement the last week of the prior month, then your credit card on file will be charged for the month's tuition on the 1st of the month.
We require credit cards to be kept on file for ongoing enrollments and billing so there is no delay in payment for your lessons.

Do you charge Late Fees?

Yes, all outstanding balances after the 5th of the month will be charged an additional $25 late payment fee per class. If this persists, you will continue to be charged $25 per month for every month not paid and every enrollment not paid. This may result in some months having multiple late fees.
All families are required to have a current credit card on file, and we reserve the right to discontinue enrollments at any time due to overdue balances and/or no valid form of payment on file.

Do you offer refunds?

No, we do not offer refunds. Once we send a lesson confirmation, we consider your lesson sold and you are responsible for tuition regardless of attendance.
In special cases, we do offer account credits. A credit is a positive balance left on your account that can be applied to future charges for swim lessons, retail purchases or scuba classes.

What is your cancellation policy?

Intro-to-Swim Packages: Once we have sent a confirmation for your Intro-to-Swim package, these lessons and times are considered sold. You will be responsible for the tuition regardless of your attendance. Your student's lessons will automatically conclude on the last day of the package unless you make arrangements to continue on in an ongoing once-a-week lesson. Any makeup tokens will no longer be valid after your student has discontinued lessons.
Ongoing Enrollments: To discontinue your enrollment, you must complete a drop request through the online Customer Portal or send an email to info@theswimschoolofdenver.com before the 25th of the month letting us know of your intention to discontinue lessons. Your student's lessons will automatically conclude on the last day of the month. Any makeup tokens will no longer be valid after your student has discontinued lessons.

If we receive a drop request after the 25th of the month, you will be charged for the following month regardless of attendance.

Does my chlid have to wear "swim undies" (Swim DIAPERS) even if they are potty trained?

Yes! all students who are under the age of four years old are required to wear a pair of reusable swim undies regardless of potty-training status. We only accept Finis brand swim diapers. If you do not own a pair of Finis swim diapers, we do sell them!
This is our best effort to keep our pool clean and sanitized for all users.

Can I drop my child off and run an errand while they are swimming?

No, parents or guardians must remain in the building while their child participates in lessons. If you need to step outside for a quick moment, please let your child's instructor or one of our admin team know before you exit the building.

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