Booking and Payment
When initially booking onto a course we require you to complete an online enrolment form via the Client Hub. All information is kept confidential in line with GDPR. The Hub is the easiest way to keep your details up to date because we use it for re-enrolment, posting awards, and contacting you about any cancellations.
By booking you accept these terms and conditions and they form a binding contract between you and Duck N' Dive Limited. You will automatically be re-enrolled each half term unless you advise us otherwise.
Payment must be made in full by the date shown on your invoice and always before the course starts. If payment is not received by the start date your child's space may not be guaranteed.
All payments are taken via our secure collection partner GoCardless. Full details are available on request and sign-up details are emailed once you book.
Late Payments & Payment Arrears
We will email a reminder after one week of any late payment. A final warning email is issued after 14 days followed by a phone call to confirm everything is ok. If no payment is made after this process we reserve the right to cancel your booking and the invoice will remain payable in full.
Please talk to us as soon as possible if you experience difficulty making a payment. We will always do our best to support you and agree a solution.
Refunds and Cancellations by You
We require four teaching weeks' notice if you intend to cancel lessons. Cancelling mid-term does not qualify for a refund.
If four teaching weeks' notice is not provided before the next course starts, a number of lessons will remain payable.
If you are unable to attend a lesson due to holidays or illness, a refund will not be given under any circumstances. Because we operate at capacity, we are unable to offer alternative lessons if you are unable to attend.
If lessons are being cancelled or postponed due to a serious illness or emergency please speak to us and we will do our best to support.
Children with heavy colds, sinusitis, ear infections, diarrhoea, vomiting, chicken pox or other contagious conditions must not attend lessons while symptoms persist.
Please do not let your child eat for at least 30 minutes prior to the lesson. Any sickness in the pool results in immediate pool closure.
Pool Closures or Cancellations by Us
If Duck N Dive Limited has to cancel a lesson due to understaffing or emergency pool closure, the fee will be credited to your account and deducted from the following term's fees.
For scheduled pool maintenance we will always try to secure a suitable alternative venue and will keep you informed.
If cancellation is initiated by us you will receive 100% of the fee for missed lessons. Credits are applied to the next course or, if you are not continuing, refunded via bank transfer on the final date of the scheduled lessons.
We will contact you via SMS and email as soon as possible should any changes or cancellations occur.
Awards and Assessments
Through the Client Hub you can follow your child's progress on a weekly basis. Progress is updated within 24 hours of their lesson and a full yearly report is completed around Christmas and Easter.
You can contact us via email at any time if you have questions for our instructors. Official ASA badges are available to purchase for £4.50 each—email info@dndswim.co.uk or message us via the Client Hub. We do not focus on distance badges, however every child is assessed termly in line with ASA guidelines. Distance is practised throughout the term to ensure it is achieved confidently and consistently before badges are awarded.
Badges are awarded at the end of each half term. Orders must be placed via the Client Hub no later than three days after term ends so they can be processed during the break. Certificates are handed out by week two of the new term.
If your child passes a stage mid-term they will move up at the start of the following term, subject to space availability.
Parents and Swimmers
We run to strict timetables so please ensure your child arrives on time—lessons start promptly at the agreed time. If a child arrives more than five minutes late they will not be able to swim because the warm-up has been missed and it is unfair on other swimmers.
Each pool has its own set of rules which are available on request and published on our website. There must be no food or drink in or around pool facilities (drinks in sealed non-glass bottles are fine). Leisure club venues that sell refreshments manage their own food policy and only food supplied by them may be consumed poolside.
Parents or guardians must remain on venue premises while lessons are running but are not required to stay poolside. Many swimmers perform better without parents poolside, so please feel free to make use of the venue's hospitality areas where applicable.
If a swimmer refuses to follow staff instructions or behaves in an unruly manner they may be withdrawn from the lesson. We reserve the right to remove swimmers from the programme if we believe they present a risk to health and safety procedures.
Think About the Little Things
- Tie long hair back; no hoops or jewellery of any kind unless required for religious purposes.
- Boys must wear snug-fitting shorts to support proper leg action, body position, and reduce resistance—no baggy board shorts.
- Choose sturdy sport goggles. Avoid character goggles or oversized mask styles. We recommend Speedo Children's Hydropulse goggles, available via Decathlon or most sports stores.
- Be prepared for lessons. Packing the night before works well for many families.
- If you forget anything please speak to us before heading home—we will help if we can.
If you need to interact with us, please wait until after the lesson or email—we ask that you do not distract instructors poolside. Talk to your swimmer about how they learn best, celebrate their effort, and encourage them to ask for help whenever they need it.
Communication
The Client Hub should be used for day-to-day communication. You can also reach us via email or Facebook.
- General enquiries, invoices, bookings, reports, awards: info@dndswim.co.uk
- Compliments, complaints, urgent notifications: emma@dndswim.co.uk (Operations Director)
As parents or guardians you play a vital role in reinforcing our approach:
- Understand and respect pool rules—they exist for everyone's safety and enjoyment. Let us know if you have any concerns.
- Remember that swimming is a journey. Children progress at their own pace and we will never pressure them to reach unrealistic milestones.
- Encourage your child to talk about lessons and remind them they can always ask instructors for extra support.
- Please avoid interacting with your child during lessons, as it can disrupt the learning process.
- Praise their efforts, raise any concerns away from poolside, and keep communication open with our team.
We love what we do and we are grateful you trust us with the special task of helping your child become a happy, confident swimmer.
Child Protection
Our designated child protection officer is Sarah Taylor. If you have any child protection concerns please contact Sarah via info@tinyturtles.co.uk or call 07717 003458.