Nuffield Health Swim School's Terms and Conditions

These Swim School Terms and Conditions supplement the Nuffield Health Fitness & Wellbeing Membership Terms and Conditions.

If there is any inconsistency between the two, these Swim School Terms and Conditions will take precedence in relation to Swim School services and participation in swimming lessons.

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 will pay a pro-rata fee covering the period from your joining date until your next Direct Debit collection date. In certain circumstances, including where you join near the end of a month, a full calendar month's fees may also be payable in advance. Any amount due will be confirmed at the time of enrolment.

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. Medical exceptions 

In cases of prolonged illness or injury, Nuffield Health may, at its discretion, allow a swimmer to retain their place in the Swim School programme during a period when they are medically unable to participate, subject to the provision of appropriate medical evidence.

Where a medical exception is approved, the swimmer will be temporarily withdrawn from active enrolment, and Direct Debit payments will cease. Nuffield Health will reserve the swimmer's place and will not offer that place to another participant during the approved medical exception period. Upon confirmation that the swimmer is fit to return, the swimmer will be re-enrolled and Direct Debit payments will recommence.

Medical exceptions are available only for full calendar months and are intended for prolonged illness or injury.

They are not available for:

• Absences of one week or less
• Minor illnesses (e.g. coughs, colds, seasonal bugs)
• Holidays or personal commitments
• School holidays
• Temporary personal health needs (e.g. menstruation).

 If you believe your circumstances warrant a medical exception, please speak to your club’s reception team directly.

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

If a swimmer has a health condition that may affect their ability to participate safely, medical evidence will 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. For 1-to-1 and 2-to-1 swim lessons, cancellations will only be accepted where at least 24 hours' notice is provided to the club and acknowledgement of the cancellation has been received. Where these requirements are met, the lesson will not be charged. 

Cancellations received with less than 24 hours' notice, or where no acknowledgement has been received, will be treated as non-attendance and the lesson will be charged.

If we need to cancel a lesson, you will not be charged for that lesson and your Direct Debit payment for the following month will be adjusted accordingly.

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

Nuffield Health requires one full calendar month's written notice to cancel your swimming lesson subscription. To cancel, you must send notice by email to your club and receive confirmation that your notice has been received.

If your club receives your cancellation notice on or before the 1st day of a calendar month, your swimming lessons will end on the last day of that same month.

If your club receives your cancellation notice after the 1st day of a calendar month, your swimming lessons will end on the last day of the following calendar month.

This means that, depending on the date your notice is received, one further Direct Debit payment may be collected before your subscription ends.

Refunds for part-months are not available.

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, your/your child’s place in the lessons will be cancelled and offered to another swimmer on the waiting list.

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/your child’s personal details are securely stored and used only for lesson-related communication.

If your child is placed on a waiting list and a suitable place becomes available, the first five swimmers on the waiting list will be contacted. The place will be allocated to the first person who accepts the offer.

Please refer to the Nuffield Health Privacy Policy at nuffieldhealth.com/privacy for further information on how we collect, use and protect your personal information.

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.