Nuffield Health Swim School's Terms and Conditions

These Swim School Terms and Conditions form part of your agreement with Nuffield Health and are to be read in conjunction with the Nuffield Health Fitness & Wellbeing Membership Terms and Conditions. By enrolling in the Swim School, you agree to comply with both sets of terms.

1. Course details

Our group swimming lessons run for 50 consecutive weeks over the year, with a two-week break in December. Nuffield Health’s swimming lessons are delivered in accordance with Swim England ‘Learn to Swim’ Programme criteria and outcomes. After enrolling, you will receive a welcome email with instructions on how to register for HomePortal, where you can track progress and manage bookings.

2. Payment terms for private lessons

• Private lessons (1-to-1 and 2-to-1) are booked and paid for in advance in blocks of 4 or 8. All private lesson packs have an expiry of 90-days. This means you can use your sessions for up to 90-days from purchase. However, if your sessions go past their expiry date and you have not used them within the 90-day window, then the sessions will be lost (barring medical or extenuating circumstances).
• When you/your child have 3 lessons or less remaining, we will send reminder emails informing you how to top-up, we advise you to process prior to the last lesson to ensure your slot.
• Successfully topping up will ensure you/your child remain in the allocated lesson until you/your child are ready to move onto the next stage of development with us.
• Unsuccessful top-ups prior to the last lesson will result in being removed from the class, which may result in losing your/your child’s place.
• Current fees are shown at time of booking in your/your child’s Homeportal. Nuffield Health reserves the right to amend prices as required. You will be fully informed of any price changes prior to this amendment. You are required to inform Nuffield Health of any changes to your/your child’s membership status.

3. Monthly Direct Debit payments

Your swimming lesson fees will be collected by Direct Debit on the first working day of each month from your chosen bank account. Current fees are shown at the time of booking in your/your child’s HomePortal. Nuffield Health reserves the right to amend prices as required. You will be fully informed of any price changes prior to implementation. You are required to inform Nuffield Health of any changes to your/your child’s swim subscription status.

4. First payment and advance charges

When you join, you’ll pay a pro-rata fee for the remainder of the current month, plus one full month in advance. From then on, your monthly payment will always secure your child’s place for the upcoming month of lessons.

5. Site-specific subscription

Your swim subscription is only valid at the centre where you registered. Lessons and bookings do not transfer between sites.

6. Freezing your swim subscription (medical only)

In line with our commitment to flexibility and wellbeing, Nuffield Health allows swim subscriptions to be frozen for full calendar months in cases of prolonged illness or injury, subject to appropriate medical documentation.

Please note, we are unable to freeze swim memberships or payments for the following reasons:

• Absences of one week or less
• Minor illnesses (e.g. coughs, colds, seasonal bugs)
• Short-term holidays or personal commitments
• Preference to pause during school breaks
• Temporary personal health needs (e.g. menstruation).

We understand that short absences may occur, but to maintain consistency in lesson planning and swimmer progression, freezes are reserved for extended or exceptional circumstances.

If you believe your situation warrants a freeze, please speak to your club’s reception team directly. All requests will be reviewed in accordance with our Swim School and Membership Terms and Conditions.

Nuffield Health Swim School does not provide refunds, except in exceptional circumstances and at the discretion of management.

If a swimmer has a health condition that may affect their ability to participate safely, a doctor’s note may be required. This is to ensure the health and safety of both the swimmer and others in the pool.

Prior to or during your/your child’s lessons, health concerns may arise that could affect their ability to continue safely. In these circumstances, Nuffield Health reserves the right to request a letter from a doctor, physiotherapist, or appropriate healthcare professional before continuing with swim lessons.

If Nuffield Health determines (at its sole discretion) that it is not safe for you/your child to begin or continue with lessons, any prepaid lessons not taken will be refunded.

Please note: Nuffield Health swim teachers and staff cannot diagnose or prescribe treatment for any injury, illness, or condition. Nuffield Health reserves the right to refuse registration or participation in the Swim School if any health concerns are identified on the booking form or otherwise unless a supporting medical note is provided and approved.

a. Teacher absences

If a swimming teacher is absent, a qualified replacement will deliver the session. Refunds or credits will not be issued for lessons taught by a cover teacher.

If a swimming teacher leaves Nuffield Health, another qualified teacher will take over the class. Refunds or credits will not be provided due to a change in instructor.

b. Lesson cancellations

If a lesson is cancelled by the club, a pro rata credit will be applied to your account and reflected in the following month’s Direct Debit payment. No refunds will be given for any cancelled lessons.

Non-Attendance: Any missed lessons—for any reason—will not be refunded, credited, or rescheduled. If we need to cancel a lesson and cannot offer a catch-up session, we will apply a credit toward your next payment. For closures on the day, the refund will be processed through your next direct debit cycle.

c. Waiting lists for lessons

If a class is full, your child can be added to the waiting list. You’ll be contacted as soon as a space becomes available. If we don’t receive a response or if a pending Direct Debit payment isn’t completed, the space will be released and offered to others on a first-come, first-served basis.

7. Cancelling your Direct Debit subscription

To cancel your swimming direct debit, provide one month’s written notice to the centre. Cancellations must be submitted by the 1st of the month to take effect from the 1st of the following month. Refunds for part-months are not available. Refer to section 10 of the Nuffield Health Membership Terms and Conditions.

8.  Monthly payment coverage

Swim School charges reflect a 50-week programme, divided into 12 equal monthly payments. Each monthly payment covers lessons scheduled from the 1st to the last day of that calendar month.

9.  Missed or failed payments

Ensure your bank account has sufficient funds. If a payment fails, the swimmer’s place may be cancelled. Repeated failures may result in referral to a third-party collections agency.

10. Fee changes

If lesson prices change, your direct debit will be adjusted automatically. You’ll receive at least 30 days’ notice before the new rate is applied.

11. Rejoining after cancellation

If you decide to re-enroll after cancelling, a joining fee may apply.

12. Lesson credits are non-transferable

Lesson credits and bookings cannot be transferred between swimmers or to other accounts.

13. Lesson time and registration

Each swimming lesson includes up to 5 minutes for registration and attendance checks.

14. Keeping your contact details up to date

To ensure we can reach you with important information about your child’s lessons, please update us if your contact details change. You can do this online, in person at reception, or through our website.

15. Lateness

To ensure the safety and progress of all swimmers, punctuality is essential. Swimmers should arrive in time to be ready for the start of their lesson.

If a swimmer arrives late:

• They may not be permitted to join the session if it has already started, depending on the stage and nature of the lesson
• Entering the pool late can disrupt the class and compromise the swimmer’s safety and focus
• Missed time due to lateness will not be refunded, credited, or made up.

Please plan to arrive in good time to allow for changing and to ensure swimmers are ready at the poolside before their lesson begins.

16. No forced submission policy

At Nuffield Health Swim School, the emotional and physical wellbeing of every swimmer is our top priority. Our instructors follow a child-led, confidence-building approach to teaching and will never use forced submission techniques in lessons.

This means we do not:

• Force a swimmer into the water against their will
• Physically submerge a swimmer without their consent
• Use coercive methods to make a swimmer perform skills they are not ready for.

Instead, we encourage gradual progress through trust, reassurance, and positive reinforcement.

17. Instructor contact during lessons

During swim lessons, there may be occasions where light physical contact from the instructor is necessary to ensure the swimmer’s safety, provide support, or assist with the correct technique.

Examples include:

• Supporting younger or less confident swimmers in the water
• Guiding arm or leg movements for technique correction
• Providing assistance during floats, glides, or submersions.

All contact is conducted respectfully, professionally, and in line with safeguarding guidelines.

18. Online booking and class suitability

Swimmers can be enrolled into lessons through our online booking system. Parents/guardians should select the class that best matches the swimmer’s age and ability. If a swimmer is booked into an unsuitable class, the instructor may recommend a transfer to a more appropriate group.

19. Data and waiting list policy

Your personal details are securely stored and used only for lesson-related communication. If your child is placed on a waiting list, we’ll make up to two contact attempts. If there’s no response within 365 days, the entry will be removed. Refer to the Nuffield Health Privacy Policy at nuffieldhealth.com/privacy.

20. Nuffield Health – CoursePro system data handling policy and procedure

Nuffield Health uses CoursePro to securely manage customer data, including class history and progress notes.

21. Joining the CoursePro scheme

Staff must log in with valid credentials. All staff have signed data protection and confidentiality agreements.

22. Customer preview – staff acknowledgment of data preference

NH admin staff can view and update customer preferences in CoursePro as requested by the customer.

23. Data terms and conditions in CoursePro

Data processing is based on contract fulfilment. Consent is not required under GDPR. Marketing preferences can be updated at any time.

24. Financial data – policy and procedure

NH processes payments via card (face-to-face, phone, CoursePro) and refunds via BACS. Preferred method is through the HomePortal.

25. Card data – over the phone

Card details are entered directly into the card machine and not stored. Receipts can be provided at the next lesson.

26. Card data – face to face

Cards are inserted into the terminal in front of the customer. NH does not store card data.

27. Card data – HomePortal

Payments are made securely through CoursePro using L&Z as the payment gateway. All systems are GDPR compliant.

28. BACS data

Refunds via BACS require verbal provision of account details, which are deleted after use. Emailed BACS details are destroyed after processing.

29. Reference to membership terms