Myswim policies

Billing and payments

Billing charges

Swimming fees are charged per term and are available to view at any time via your customer portal.

Payment due dates

All term fees are due in full two weeks prior to the commencement of each term, unless an alternative payment arrangement has been approved by Myswim. Swimming lessons are GST-free.

Payment methods

• Online through the customer portal
• In person at the office
• Direct debit from a nominated debit or credit card
• Direct deposit into our nominated account
• Cash payments at the office

Please refer to your statement or invoice for account details.

Online payments and surcharges

By choosing to pay online through your customer portal, you confirm that you are the authorised cardholder and agree to the surcharges applied by our payment service provider:

Office payments

No surcharge applies to inserted debit cards. A surcharge will apply if a debit card is tapped, payment is made via phone or digital wallet, or credit cards are used (in person or over the phone).

Direct debit payments

Families may choose to pay fees via direct debit, deducted automatically from a nominated debit or credit card on a weekly, fortnightly or monthly basis. By opting into direct debit, you authorise Myswim to deduct the agreed payment amounts from your nominated card in accordance with your selected payment schedule. Your enrolment and lesson place remain subject to payments being successfully processed and your account remaining up to date.

If a direct debit payment is unsuccessful, failed transaction fees may apply and overdue account conditions will apply as outlined below. Please refer to the Direct Debit Policy for full terms and conditions.

Overdue accounts

Accounts must remain paid and up to date to retain enrolment in the Myswim program. If an account becomes overdue, lessons may be suspended or cancelled, make-up lessons may not be issued or redeemed, and families may be removed from the program, resulting in forfeiture of the bond. Myswim reserves the right to withdraw a swimmer's place if fees remain unpaid.

Billing enquiries

For any billing or payment enquiries, please contact connect@myswim.com.au.

Bond payment

A bond payment is required at the time of enrolment to secure your lesson booking in the Myswim program. The bond applies to all Myswim swim programs and is equivalent to two weeks of full lesson fees.

Bond reimbursement conditions

The bond is reimbursed only in the form of lessons upon exiting the program, provided that a minimum of two weeks' written notice is submitted in accordance with our Cancellation Policy, and your account is fully paid and up to date. If written notice is not received, or if a swimmer is removed from the program due to non-payment or failure to notify absences, the bond will be forfeited.

Bond lesson allocation

Once written notice has been received, Myswim will confirm the dates of your bond lessons. These lessons must be taken before your enrolment end date and cannot be carried over, transferred or held for future enrolments. If you are unable to attend your scheduled bond lessons, you will be marked as away and issued a make-up token (Make-up Lessons Policy applies). If the make-up lesson or token is not used within the prescribed timeframe, the bond will be forfeited.

Important bond conditions

The bond cannot be redeemed for cash, cannot be transferred to another person, and will not be refunded under any circumstances other than in the form of lessons. Upon re-enrolment, a new bond payment is required in full, regardless of whether a previous bond was utilised or forfeited.

Make-up lessons and tokens

Make-up lessons are offered as a courtesy to replace a missed lesson when the required notice is provided.

Eligibility for a make-up token

To be eligible for a make-up token, Myswim must be notified before lessons commence on the day of the scheduled lesson. Notification may be made via the customer portal or app up to two hours prior to the scheduled lesson time, or by phone, text or email, provided notification is received before lessons begin that day. If the required notice is provided, a make-up token will be issued after the missed lesson.

Make-up token conditions

• Valid for 100 days from the date of the missed lesson
• Can be booked after the missed lesson has occurred
• May be booked via the customer portal, app or at the office
• Subject to availability. Make-up lessons cannot be guaranteed
• Expire automatically if not booked and attended within the 100-day validity period

It is the customer's responsibility to monitor the expiry date of their make-up tokens and ensure they are booked and used within the validity period. Expiry dates are visible in the customer portal. If you experience difficulty accessing your portal or locating token details, please contact or visit the office for assistance.

Booking make-up lessons

Make-up lessons are booked on a self-service basis. Make-up bookings are not accepted via email. Make-up lessons may be booked up to 14 days in advance, at either Myswim location, and availability depends on spaces created by other clients marking absences. If multiple children are enrolled, Myswim will make reasonable efforts to schedule make-up lessons at the same time; however, this cannot be guaranteed. Each child's make-up token must be used within its individual 100-day validity period or it will be forfeited.

Inactive accounts

If you are no longer an active Myswim client, your customer portal access will be disabled. Please contact the office for assistance. While Myswim will assist where possible, all make-up lessons must still be completed within the original 100-day validity period, regardless of whether you return to lessons.

Attendance and forfeiture

A make-up lesson is a substitute lesson and will occur at a different time to your regular class. Once booked, make-up lessons cannot be cancelled, changed or rescheduled, and failure to attend a booked make-up lesson will result in forfeiture. The only exception is hospitalisation of the swimmer, in which case a hospital-issued medical certificate must be provided for the make-up token to be reinstated. No other exceptions apply.

Financial and usage conditions

Accounts must be financial to book or attend a make-up lesson. Make-up lessons and tokens cannot be exchanged for cash, credit or any other benefit.

Transfer of make-up tokens

Make-up tokens cannot be transferred to another person outside your immediate family. Immediate family is defined as siblings from the same family enrolled in the Myswim program. Make-up tokens may be transferred between siblings; however, the original expiry date remains unchanged.

Myswim-initiated cancellations

If Myswim is required to cancel a lesson, for example because a teacher is unavailable and cannot be replaced, or because of pool or facility closures, a make-up token will be issued to affected swimmers. These tokens do not expire and allow flexibility for rebooking at a suitable time, subject to availability. No refunds are provided for any class that Myswim is required to cancel under these circumstances.

Families are responsible for ensuring their email address and mobile phone number are kept up to date in the customer portal. Failure to maintain current contact details may result in notification of cancelled classes not being received.

Cancellation policy

All sales are final. As lesson spaces are limited and reserved for each swimmer, no refunds are provided for missed or unused lessons.

Notice requirements

If you wish to cancel your enrolment, written notice is required. Verbal notice is not accepted under any circumstances. Notice must be submitted via email to connect@myswim.com.au. Cancellation notices are only considered received once written confirmation has been issued by Myswim. Reasonable processing time must be allowed.

Automatic payments

If you have opted into automatic payments, your authorisation will remain active until written cancellation notice has been received and processed by Myswim.

After cancellation

If fees have been paid in full and you are unable to continue, make-up tokens will be issued for any remaining lessons. All conditions of the Make-up Lessons and Tokens Policy apply, including expiry and transfer rules.

Important conditions

Your child's enrolment remains active, and fees will continue to apply, until written notice has been received and acknowledged. Lessons cannot be held, credited or refunded due to non-attendance or failure to provide written notice. If you leave the program, any bond associated with your enrolment is payable again upon re-enrolment, regardless of whether previous bond lessons were utilised or forfeited.

Swimming fees

Fees are charged per term and are due two weeks before the term starts. Alternatively, families may choose to pay by direct debit, which can be set up to deduct weekly, fortnightly or monthly from a debit or credit card.

Lessons will not be confirmed until payment is received. Any account more than two weeks in arrears may result in removal from the program. Accepted payment methods include payment through our online portal, payment at the office by debit or credit card, cash, vouchers, or direct deposit into our account.

Overseas travel and extended absence

If you intend to travel overseas, please ensure your account is up to date before your absence to secure your lesson time. We cannot hold a place without payment. Please speak with the office before travelling to avoid being removed while away.

For absences of four weeks or more, if you do not wish to pay in full and receive make-up tokens, you may choose one of the following options before travelling:

• Holding fee option: a holding fee can secure your current day and time (no make-up tokens are offered under this option).
• Cancellation option: you may cancel your booking and rebook upon return; however, your original day, time or teacher cannot be guaranteed.

Refunds are not offered for non-attendance; however, make-up lessons may be booked in accordance with our Make-up Lessons Policy.

Direct debit policy

By providing your debit or credit card details and opting into recurring payments, you authorise Myswim to charge your card automatically for amounts due on or after the payment due date.

If sufficient funds are not available at the time of the debit and a payment is declined, a $15 processing fee will be applied to your swim account for each declined transaction. Repeated declines or overdue accounts may result in removal from the program.

You may cancel recurring billing by providing written notice to Myswim. Your authorisation remains active until we have received and processed your written request. Please allow a minimum of five business days for cancellation processing to prevent further deductions. If you have paid in full and are unable to continue, make-up tokens will be issued for missed lessons (Make-up Policy applies).

Communication

Email is our primary method of communication. To ensure you don't miss out on important updates, please check your email regularly for updates regarding lesson changes, special offers or account notices.

Please add connect@myswim.com.au to your safe sender list to prevent our emails from going to your junk or spam folder. If our emails are flagged or blacklisted, it may affect your ability to receive essential information.

Attending lessons

What to wear

Swimmers must wear an appropriate swimming costume to all lessons. Normal clothing (shorts, tops, underwear, singlets) is not permitted unless it is Water Safety Week, when students are instructed to swim in clothes. You will be notified in advance about what to wear for each level.

Swimming caps and goggles are not compulsory but are strongly recommended. Caps help keep hair off the face, and goggles give swimmers confidence to submerge their face comfortably. Goggles are removed at least once per lesson to help children adjust to water on their face. Swimming caps and goggles are available for purchase at the office.

Arrival for lessons

Please arrive at least 5 minutes before your lesson to collect your entry ticket and have your attendance recorded. If you arrive late, check in at the office for your ticket. Lessons will finish at the scheduled time regardless of late arrival. Parents and guardians must supervise children until their child enters the class.

For lessons starting at 3.30pm, access to the facility is unavailable until 3.20pm or until the school has dismissed its students.

Lesson time

A parent or guardian must remain on the premises for the entire duration of the lesson. Children cannot be dropped off or left unattended at any time while attending lessons.

Missed lessons

With notification

If you notify us before lessons begin that day that you are unable to attend, a make-up token will be issued after the lesson time has passed. Make-up lessons must be booked in line with our Make-up Lessons Policy.

Cut-off times: Monday to Friday before 3.30pm, Saturday before 7.30am, Sunday before 8.00am.

Extended absence

For absences due to holidays or illness, written notification is required. You can pay in full and receive make-up tokens for any lessons missed with prior written notice, choose the holding fee option for absences of four weeks or more (no make-up tokens are offered under this option), or cancel your booking and rebook upon return, though your original day, time or teacher cannot be guaranteed.

Without notification

If no notice is received, the full lesson fee is payable and no make-up tokens will be issued. Two consecutive weeks without notice may result in removal from the program. Outstanding balances and bond must be paid in full before re-enrolment.

Promotional offers, sibling and loyalty programs

Promotional offers cannot be combined unless otherwise stated. Myswim reserves the right to update, withdraw or amend promotional offers at any time.

Sibling discounts

1st child pays full fees, 2nd child receives a 5% discount, 3rd child and any subsequent children each receive a 10% discount. This is offered all year round on term fees. If you are not enrolling for the full term, discounts do not apply.

50% discount, Winter Promo

This is advertised every year and the dates vary from year to year, but generally the promo operates for Term 2 or any specified time between May and August. This is an additional lesson during the specified time at the reduced rate of 50% off our lesson fee (does not include sibling or loyalty discounts). No other promotions, vouchers or discounts apply to the Winter Promo lesson.

This lesson will only be booked in for the specified dates being offered. If you would like to continue at a normal rate or change days from your normal lesson to the new lesson, you must notify the office in writing 4 weeks prior to completion so that we can extend or change your lesson time or day. No other promo is offered during the 50% discount period.

Summer Promotion: double the lessons, double the rewards

If you book your child into a second lesson per week during Term 1, Term 3 (only if it falls outside the winter discount dates) or Term 4, you'll receive a 50% discount on our upcoming Fast Track Holiday Program.

• Term 1 extra booking: 50% off the April Fast Track Program
• Term 3 extra booking: 50% off the September/October Fast Track Program
• Term 4 extra booking: 50% off the January Fast Track Program

Each Fast Track runs for 4 or 5 consecutive days, generally over two weeks, giving swimmers the perfect opportunity to boost their progress, build confidence and strengthen their skills.

Refer a Friend Promo

An amount equal to two lesson fees will be credited to your account per new family enrolling for the first time into our program. This credit is given to the referring family. The new family must be a new family to the swim school and not a re-enrolment. You must be enrolled in the program to receive the discount. The new family's fees must be paid for a whole term for the discount to be applied, and if the new family leaves, the credit amount will be reversed on the referring family's account. If the referring family is not enrolled at the time the new family enters, the discount is not offered.

The discount is only provided to one referring family. If more than one family has referred the new family, the new family entering the program will need to advise us which referring family the discount will be applied to. This is offered all year round.

Early payment discount (existing families)

This discount is available only for families enrolled on or before 1 May 2026. To continue to receive it, the family needs to stay enrolled in the program. Any family enrolled as at 1 May 2026 who leaves the program will forfeit the early payment discount. It is a discount of approximately 5% (this may vary due to software calculations and other discounts offered), credited to your account if fees are paid in full by the due date. It is calculated on the balance of your account after any credits, promos, vouchers and discounts have been deducted. It is not applied to accounts that pay by direct debit.

Loyalty discount

This discount is given to students who continuously swim at Myswim with no breaks in their booking: 1% off the lesson fee for 1 year of continuous swimming, 2% for 2 years and 3% for 3 years. For 4 years, one free swimming cap plus the continued 3% discount. For 5 years, one free pair of goggles plus the continued 3%. For 6 years, one free private lesson plus the continued 3%.

For 7 or more years of continuous swimming, a single gift card of $100 will be offered during the term in which your anniversary occurs, and for every year that you continue your enrolment after the 7 years, plus the continued 3% discount.

The loyalty discount is an additional discount and is calculated on your lesson fee after any sibling discounts. If you choose to have a break during your time with us, the loyalty discount will be forfeited. Once you return, your continuous swimming time will restart from the day you return.

Ongoing lessons and changes

Ongoing lessons

Your initial booking is considered permanent unless you notify Myswim in writing of your intention to cancel. Lessons automatically roll over from one term to the next; re-enrolment each term is not required.

Families will be advised that statements have been sent and that their children are automatically enrolled into the new term. If a family chooses not to remain in the program for the following term, written notice must be provided. If written notice is not provided, enrolment will continue and fees will continue to be charged. If non-attendance and non-payment occur, you may be removed and the bond will be utilised or forfeited to cover amounts owing.

Lessons operate year-round except during our winter school holiday break (June/July), public holidays and the Christmas/New Year closure. If Myswim must close the pool due to unforeseen circumstances, a make-up token that never expires will be issued. Refunds are not issued for pool closures. Bookings may be cancelled if fees are outstanding and two consecutive lessons are missed.

Changing days or lesson times

You may request to change your lesson day or time, subject to availability. Where a suitable time is not available, families may be placed on a waiting list. Myswim cannot guarantee an immediate transfer, and your current lesson place remains active until a change is confirmed in writing by Myswim.

Replacement instructors

Myswim will make every effort to maintain consistency with instructors. If your regular teacher is unavailable, a qualified replacement will be provided to ensure continuity of learning. Replacement instructors do not entitle families to refunds or additional make-up tokens.

Public, winter and Christmas holidays

No cancellation fees or make-up lessons apply on public holidays, during the winter holiday closure (June/July), or over the Christmas/New Year period.

Pandemic policy

Myswim follows the guidance and directions of the NSW Health Department and the Department of Education. If a closure is mandated, no fees will be charged during the lockdown period. Make-up lessons will be automatically extended, with a maximum validity of 100 days in line with our Make-up Policy once the lockdown is no longer applicable. It is the customer's responsibility to rebook and complete these lessons within this 100-day period. After this time, any unused make-up tokens will be forfeited and further extensions will not be available, except in exceptional circumstances approved by management. Safety measures within Myswim's Pandemic Safe Plan may be updated from time to time based on current NSW Health advice.

Vouchers

Vouchers are available through Service NSW and are issued as a combined Active/Creative voucher to eligible families with school-aged children. If you are unsure of your eligibility, please visit the Service NSW website. Voucher codes must be submitted before the term payment due date to ensure the credit is applied to that term. Vouchers submitted after term fees have been paid will be applied to the account as a credit and used towards the following term. Vouchers can only be used for the child named on the voucher, cannot be redeemed for cash and cannot be transferred to another person.

Behaviour and conduct

Aggressive or abusive behaviour

Myswim has a zero-tolerance policy for aggressive, abusive or disrespectful behaviour towards Myswim staff, school staff, students or other families. Any such behaviour may result in immediate removal from the program. In severe cases, Myswim reserves the right to terminate enrolment without refund.

Code of conduct (families and visitors)

Myswim is committed to providing a safe, respectful and positive environment for all swimmers, families and staff. We ask that all visitors to our centres treat instructors, staff and other families with courtesy and respect; follow staff directions and centre signage at all times; supervise children before and after lessons and keep noise to a reasonable level; and avoid disruptive, aggressive or abusive language or behaviour. Anyone who fails to comply may be asked to leave the premises and/or be removed from the program.

Social media

Families and visitors must communicate respectfully online. Do not post or share images, videos or identifying information of other children without consent. Abusive, defamatory or misleading online behaviour may be treated as a breach of the Code of Conduct.

Photography and recording

To protect children's privacy and safety, photography and video recording during lessons is not permitted without written approval from Myswim management. Images or recordings of swimmers other than your own child must not be taken or shared. Myswim may occasionally take photos or videos for promotional or training purposes only where written consent has been provided by a parent or guardian.

Smoking and vaping

Smoking and vaping are not permitted on school grounds, within Myswim facilities, at poolside, entrances, car parks and surrounding areas, or outside the school perimeter including footpaths and nearby areas while attending or waiting for Myswim lessons. This applies to all parents, guardians, visitors and staff. Failure to comply may result in being asked to leave and/or removal from the program.

Safety, health and supervision

Safety and supervision

The safety of our swimmers is our top priority. All lessons are supervised by qualified instructors, but parents and guardians must remain on site for the entire lesson and actively supervise children before and after classes. Please ensure children walk on the pool deck, use change rooms safely and are collected promptly after lessons.

Pool safety and facility use

Walk, never run, on the pool deck and in change areas. Keep glass, food and drinks other than water away from poolside areas. Follow staff instructions and posted safety signage at all times. Enter the pool only when directed by an instructor. Ensure children use the change rooms and toilets appropriately and are supervised.

Health and hygiene

If you are unwell or experiencing symptoms such as fever, coughing, vomiting, diarrhoea or any other infectious condition, please do not attend your lesson. If notification is received prior to the lesson, a make-up token will be provided in line with our Make-up Lessons Policy.

Medical and emergency disclosure

Families must inform Myswim of any medical conditions, allergies, additional needs or injuries that may affect participation. All information is treated confidentially and used only to support safe lesson planning and appropriate supervision. If a swimmer develops a new medical condition or sustains an injury, please advise the office before the next lesson. In an emergency, Myswim staff will follow established first-aid and emergency procedures and contact the parent or guardian immediately.

Weather and water quality closures

Occasionally lessons may be affected by extreme weather, water-quality issues or maintenance requirements. If Myswim determines the pool must close for safety reasons, families will be notified by email or text as soon as possible, a make-up token that never expires will be issued for all cancelled lessons, and refunds are not provided. Myswim follows all relevant NSW Health and local council guidelines regarding pool operation and water quality.

Lost property and personal belongings

Myswim cannot accept responsibility for lost or stolen items. We recommend labelling all personal belongings and keeping valuables at home. Any items left behind will be placed in the Lost Property Box and held for two weeks before being donated or discarded.

Child safety statement

Myswim is committed to the safety, wellbeing and protection of all children in our care. We have zero tolerance for child abuse, neglect or harm. All concerns are taken seriously and managed in line with relevant child protection laws and school requirements.

Staff qualifications and supervision

All Myswim instructors hold current Swim Australia or AUSTSWIM teaching qualifications, valid Working with Children Checks and CPR certification. Deck supervisors and senior staff hold First Aid and CPR certifications and are present during operating hours to provide additional oversight and support. Our team participates in regular in-service training to ensure best-practice teaching and safety standards.

Privacy and diversity

Privacy policy

Myswim respects your privacy and is committed to protecting the personal information of our customers, families and staff. All personal details collected by Myswim are kept strictly confidential and are used only for administrative, communication and operational purposes directly related to our swim school programs and services.

We collect information such as names, contact details, student ages and lesson history to manage lesson bookings and attendance, communicate important updates regarding schedules, fees and promotions, and maintain accurate student records and ensure swimmer safety. All information is stored securely and is accessible only to authorised Myswim staff. We will never sell, share or distribute your personal information to third parties unless required by law or with your explicit consent.

By enrolling in the Myswim program, you consent to the collection and use of your information as outlined above. To update, correct or request removal of your personal information, contact connect@myswim.com.au. Myswim complies with the Privacy Act 1988 (Cth) and handles all personal data in accordance with the Australian Privacy Principles.

Diversity policy

Myswim is committed to creating a welcoming, respectful and inclusive environment for all customers, families and staff. Our programs are designed to be inclusive and adaptable so that swimmers of all abilities can participate and thrive. Recruitment and employment decisions are based on skills, experience and suitability without bias or discrimination. Myswim does not tolerate discriminatory, harassing or exclusionary behaviour in any form.

Complaints and feedback

Myswim values open communication and welcomes feedback from families. If you have a concern, question or suggestion, please speak with our office team or submit your feedback in writing to connect@myswim.com.au. All concerns will be acknowledged promptly and reviewed by management. We aim to resolve issues fairly, respectfully and as quickly as possible.