West Coast Aquatics - Policies

1. Safety Policy

• Lessons will stop immediately if the pool environment is unsafe (water quality issues, overcrowding, damaged equipment, or poor visibility).
• Instructors may pause or cancel a lesson if a student appears ill, injured, or emotionally distressed.
• Instructors are not responsible for supervision before or after scheduled lesson times.

2. Payment & Booking Policy

• Payment is required before the first lesson to secure a booking.
• Trial lessons must be paid at the time of scheduling.
• Ongoing lessons must be prepaid weekly or monthly (case-by-case).
• Preferred payment method is e-transfer.

3. Cancellation & Rescheduling Policy

• A minimum of 24 hours' notice is required for cancellations or rescheduling.
• Cancellations with less than 24 hours' notice will be charged in full.
• If the instructor cancels, the lesson will be rescheduled or refunded.
• Pool closures or facility-related issues will result in rescheduling, not refunds.

4. Instructor Standards

• All instructors hold valid certifications (NL, SI, or equivalent).
• Instructors arrive 10-15 minutes early to prepare for lessons.
• Professional and respectful communication with families is expected at all times.
• Instructor assignments may change to maintain quality and safety.

5. Emergency Response

• Instructors follow established emergency procedures when required.
• Emergency services (EMS) will be contacted first if necessary, followed by parent/guardian notification.
• All incidents must be reported to West Coast Aquatics within 24 hours.
• Lessons resume only once the environment and students are confirmed safe.

6. Privacy & Consent

• Personal information and photos are never shared without consent.
• Parents may decline photo or video use at any time.
• Content removal may be requested whenever needed.

7. Lesson Expectations

• Students should arrive ready to swim with appropriate gear.
• Unsafe or disruptive behavior may result in a lesson ending early for safety reasons.
• Parents are encouraged to discuss goals and progress regularly.

8. Refund Policy

• Missed lessons under the 24-hour cancellation policy are non-refundable.
• Prepaid lesson packages are non-refundable, with exceptions reviewed case-by-case.
• Medical situations may be reviewed individually.