Terms & Conditions

Our Guarantee & Responsibilities

We follow current good practice and take advice from recognised governing bodies such as Swim England, the Swimming Teachers Association (STA) and the Royal Lifesaving Society (RLSS). Our lessons do not exceed recommended staff–participant ratios; in all cases the ratio will not exceed 12:1, and in many cases (especially beginner lessons) it is much lower.

• Our responsibility — All lessons are taught and supervised by fully qualified swimming instructors. We supervise children only in the pool.
• Your responsibility — Children must be accompanied by an adult who will always remain on site during the lesson. You remain responsible for your child whilst on the premises throughout each lesson, including changing, toilets and using the car park.
• Our guarantee — We guarantee to provide a safe environment in which to assist your child with their swimming. Lessons are child-led and offer parent and child time and space to enjoy the water and bond together, always led by suitably qualified instructors.

General Rules

• A copy of the Swim School’s public liability insurance policy is available upon request.
• Never leave any children in your care unattended at any time — they are your responsibility. Happy Tiddlers takes no responsibility for unattended children.
• Happy Tiddlers is a No Phone Zone — phones or camera-enabled devices are not to be used on the premises.
• Be careful moving around the pool as surfaces can be slippery.
• Do not enter the water until you are told to do so, and do not let your children sit at the pool edge unless directed to do so by the teacher.
• For health and safety reasons, no person must enter the pool hall until a member of staff is on site or has the express permission of Happy Tiddlers.
• Safety is our first concern and we reserve the right to remove anyone from the premises should we feel that safety is in any way compromised.
• Shoes must be removed, or overshoes worn, before entering the blue-floored areas (the changing rooms and poolside).
• In accordance with safeguarding regulations, children aged 8 years or over must not use the opposite-sex facility, and parents of children aged 8 or over may not accompany them into an opposite-sex changing area or toilet. If your child is 8 or over and requires assistance, please speak with a member of the team beforehand.
• Any behaviour perceived as threatening or abusive towards staff, guardians or anyone at the premises will not be tolerated. You will be asked to leave and not return, and no refund will be given.
• In the interest of water hygiene and health & safety, please shower thoroughly and use the toilet before entering the water. Long hair must be tied back and all make-up, sun cream, fake tan, moisturiser and jewellery removed. We reserve the right to deny entry to anyone who does not comply.
• All children in ‘Sharks’ classes must wear swim caps.
• We aim to maintain our water temperature at a minimum of 30°C, however there are times when the temperature may fall below or rise above this.
• Lessons are up to 30 minutes in duration and run continuously, excluding all school holidays unless advised otherwise. We run in line with Central Bedfordshire school holidays.

Baby & Pre-School Swimming Classes

• Your baby will not be permitted to take part unless you or the nominated guardian is able to enter the water with your baby to take full responsibility.
• With the exception of babies’ bottles of milk and plastic bottles of water, no food or drink may be taken or eaten in the ‘wet areas’. Except for milk feeds, parents should refrain from feeding their child in the hour before class.
• All children who wear nappies (day or night) must wear a neoprene outer nappy over a suitable swim nappy — the ‘double nappy system’. A child must be ‘dry’ for 6 months before you stop using it. If a teacher notices your child is not using it, you will be asked to leave the pool. Should your child soil the pool without the double nappy system, you could be held financially accountable for cleaning costs and any subsequent closure.
• Any child not suitably attired will not be permitted to take part and no refund will be given for that missed lesson.
• You and your child should not enter the water or approach the pool edge unless invited to do so by the instructor.

Additional People in the Pool

• Where possible, both parents may swim with their child for our Urchins and Small Fry classes.
• When lots of people are in the pool, children can become distracted; if this occurs, additional parents may be asked to leave the pool.
• You are encouraged to take turns swimming with your child if you are not able to get in together.

Taking Payments

• In accordance with the Consumer Contracts Regulations, anyone booking lessons for the first time over the phone or online via credit/debit card is entitled to a 14-day cooling-off period, commencing from the date of payment (not the first lesson). To exercise this right, contact us within 14 days of purchase. Refunds are made to the original card. Where lessons have commenced, the cost of any lessons taken within that period will be deducted. This cooling-off period does not apply to continuous booking (rebooking for the next term) — only your first payment.
• Payment in full is due on the day of booking; you will receive a booking & payment confirmation. We operate a no-fee, no-swim policy.
• Accepted payment is in full by debit/credit card.
• If payment is not received after we have contacted you regarding non-payment, we reserve the right to fill your place with another swimmer without further notice.

Payment Method — Standing Order

Payments are made by monthly standing order. Lesson fees are calculated over a minimum of 37 lessons per year and spread evenly across 12 monthly payments. Your first payment covers the remaining lessons in the month your child starts; you should then set up a standing order for the 1st of each month. All payments include VAT (where applicable) and any eligible sibling discount. If you have more than one child swimming with us, we will advise you of the total monthly amount. We accept all major debit and credit cards except American Express.

• Baby & Pre-School lessons: £18.47 full / £16.62 sibling. Over 37 weeks — £56.93 per month (full) / £51.25 per month (sibling).
• Independent children's lessons (Sharks 1, 2 & 3): £16.79 full / £15.12 sibling. Over 37 weeks — £51.77 per month (full) / £46.61 per month (sibling).
• Adult lessons: £16.79 per lesson — £51.77 per month. Adults are not eligible for sibling discounts.
• Baby & Pre-School classes: Urchins, Small Fry, Guppies, Tiny, Tetra, Tots, Baby Sharks and Little Sharks.
• Sharks classes: Sharks 1, Sharks 2, Sharks 3 and Adult classes.

Late Payments

• Monthly standing order payments are due on the 1st of each month.
• If payment is not received by the 1st, Happy Tiddlers reserves the right to charge a £10 late payment administration fee to cover the additional cost of administering overdue accounts.
• If payment remains outstanding, we may suspend lessons until the balance (including any late fee) is paid in full. Continued non-payment may result in your child’s place being withdrawn.

Changing Bank

• The customer is solely responsible for ensuring payment is received by the 1st of each month, or the next working day where the 1st falls on a weekend or bank holiday. Failure to do so may put your child’s place at risk. Please notify us without delay of any change of bank to prevent missed or delayed payments.
• Cancelling a standing order does not constitute cancellation of swimming lessons. The required notice period must still be provided and any fees due during that period remain payable.

Bank Holiday Refund Policy

Happy Tiddlers aims to operate lessons on all UK bank holidays that fall within our published term dates. Where lessons take place on a bank holiday, they are treated as normal lessons and no refund, credit or catch-up will be given. If we are unable to operate on a bank holiday and the total number of lessons delivered during the year falls below our annual minimum of 37, a replacement session will be offered. This policy applies only to UK bank holidays and does not affect lessons cancelled for other reasons.

Changing Class from Baby Pre-School to Sharks

When your child moves from Baby & Pre-School lessons to Sharks, we will inform you of your new monthly payment going forward.

Cancelling Your Swimming Lessons

• Cancellation requires a minimum of four (4) weeks’ written notice by email. The notice period commences from the date the cancellation email is received during normal office hours (emails received outside office hours, including holidays and closures, are deemed received on the next working day).
• Upon receipt of notice, a final payment will be calculated to cover all lessons scheduled during the notice period. This final payment may differ from, and may be higher than, the standard monthly payment.
• Lessons must continue to be paid for during the notice period. Cancelling a standing order without providing the required notice will not constitute cancellation, and any outstanding fees remain payable.
• Notice periods cannot be backdated. All lessons are provided as part of an annual programme of 37 lessons, with payments spread across 12 monthly instalments for convenience. Individual lessons have no standalone value and cannot be refunded or transferred.

Sibling Discount

• Sibling discount is applied to siblings only where one sibling is paying full price, and is 10% off the full price.
• The discount is taken from the lowest fee-paying swimmer.
• No sibling discount is given on your first payment when you start lessons; the discount is applied to your first monthly recurring payment.

Photography

• Photography and video recording are not permitted at the swim centre, including poolside and changing rooms.
• Camera-enabled devices are not permitted in the designated wet areas, including the spectator platform.
• Anyone found taking photographs or video will be asked to stop; if ignored, they may be asked to leave. Underwater photography and video are not permitted.
• Happy Tiddlers may occasionally request to photograph classes for advertising purposes; consent will always be sought before any photographs are taken or used.

Mobile Phones

To protect the safeguarding and privacy of all swimmers:

• Photography and video recording are strictly prohibited anywhere on the premises.
• Mobile phones must not be used in the pool hall or changing areas.
• Phones may be carried for emergency purposes but must remain out of sight and not in use whilst inside the building.
• If you need to make or take a call, you must leave the building.

Pool Closures, Equipment Failure & Cancelled Lessons

• On rare occasions, lessons may be cancelled or rescheduled due to pool closures, instructor absence, equipment failure, contamination incidents, adverse weather, emergency maintenance, unsuitable pool or air temperatures, or other circumstances beyond our reasonable control.
• If a lesson is cancelled, we will notify you as soon as reasonably practicable using the contact details on file and, where appropriate, via our Facebook and WhatsApp groups (and, if last minute, by text). Please keep your contact details up to date.
• Where reasonably possible, we will endeavour to offer an alternative or catch-up session, though this may not always be possible.
• We aim to deliver a minimum of 37 lessons per year. Where cancelled lessons cannot be rescheduled and fewer than 37 lessons are delivered, any refund or credit due is calculated in line with our Bank Holiday Policy.
• From time to time the pool or air temperature may fall slightly outside our usual range. Provided the lesson is deemed safe to run, it will proceed as scheduled and no refund or credit will be given.

Refunds, Withdrawals & Missed Lessons

If you wish to withdraw your child on medical grounds we require a letter from your GP, consultant or appropriate healthcare professional confirming your child is unable to swim, together with written notification from you. Once both are received, the withdrawal takes effect immediately, and any refund or credit is calculated from that date and apportioned according to the number of lessons remaining in the annual programme.

• Refunds or credits will not be issued where your child refuses to enter the water, you change your mind, or lessons are missed for personal reasons including holidays or other commitments.
• Holidays: if you take a holiday during the programme, lesson fees remain payable in full and your child’s place is reserved for their return.
• We are under no obligation to refund or transfer monies if you are unable to attend part or all of the programme. However, we operate a discretionary Catch-Up Policy (see below) under strict guidelines and subject to availability.
• We reserve the right to cancel, reschedule or move any lesson where necessary, giving reasonable notice where possible.

Swimming lessons are provided as part of an ongoing programme of learning rather than as individual standalone lessons. Provided the overall programme continues to be delivered reasonably, individual cancelled lessons may not always be replaced or refunded.

Catch-Ups

Catch-up lessons are offered as a goodwill gesture at Happy Tiddlers’ discretion and are subject to availability. The Catch-Up Policy applies only to lessons missed by the swimmer and not to lessons cancelled by Happy Tiddlers. A maximum of one catch-up per half term may be offered for:

• Hospital appointments (proof may be requested)
• Funerals
• Long-term illness
• Catch-ups are available only to active swimmers currently enrolled and must be arranged through us; once confirmed, details are provided by email.
• Catch-ups are not available for weekend lessons or Sharks classes. If you do not attend an agreed catch-up, a replacement will not be offered.

Happy Tiddlers reserves the right to amend or withdraw this policy at any time.

Liabilities

• Happy Tiddlers is not responsible for any loss, damage or theft of personal belongings whilst on the premises or in the surrounding grounds or car park.
• Except where caused by the negligence of Happy Tiddlers or its staff, the Swim School shall not be liable for any accident or injury to parents, children, guests or visitors on the premises or in the surrounding grounds or car park.
• Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded.
• Any accident, injury or incident on the premises must be reported to us immediately on 01582 883820 or hello@happytiddlers.co.uk.

Health and Illness

• Parents and guardians are responsible for informing Happy Tiddlers of any medical condition affecting the swimmer or accompanying adult that may be relevant to lessons, including any changes.
• By attending, you confirm you have disclosed all relevant medical information and take responsibility for the health and wellbeing of yourself and your child whilst participating.
• If you or your child have a medical condition, or you are unsure whether it is safe to swim, please seek advice from an appropriate healthcare professional first. We are unable to provide medical advice.
• Children should not attend with an infectious illness (sickness, diarrhoea, conjunctivitis or a heavy cold). Swimmers who have had sickness or diarrhoea must not attend until at least 48 hours after the last episode. Babies with ear infections should not swim.
• Refunds, credits or catch-ups are not normally available for lessons missed due to illness, and will be considered only in line with our Catch-Up Policy.

Teachers

• All Happy Tiddlers teachers hold appropriate swimming teaching qualifications.
• Due to the practical nature of lessons, teachers may occasionally need to use physical contact to provide instruction, support or ensure safety. If you have any concerns, please speak to us before the lesson.
• From time to time we may need to change teachers without prior notice.

Payment Queries and Disputes

• By booking lessons you agree to these Terms and Conditions.
• If you have any concerns regarding payments or services, please contact us directly so we have the opportunity to resolve the matter before a chargeback or dispute is raised with your bank or card provider.
• Where a chargeback or payment dispute is initiated, we reserve the right to suspend lessons until the matter is resolved.

CCTV

• CCTV is in operation throughout the premises for safety, security, safeguarding, crime prevention and the protection of property.
• Cameras are located in and around the building, including external areas, the pool hall, plant room and office. Clear signage advises that CCTV is in use.
• Footage may be viewed by authorised personnel where reasonably necessary for security, safety, safeguarding, operational or investigative purposes.

Changes to Terms and Conditions

Happy Tiddlers reserves the right to update or amend these Terms and Conditions from time to time. Customers will be notified of any significant changes, and the updated Terms will apply from the date stated in the notification.

Pool Hire

Pool hire is undertaken at your own risk. A member of the team will be on site; however, the person making the booking is responsible for the supervision and conduct of their party at all times. By booking a pool hire session, you agree to the following:

• Arrival is 10 minutes before the start of your session. The pool and changing facilities must be vacated within 15 minutes of the session ending.
• Shoes must be removed before entering the poolside area.
• All babies and children who are not toilet trained must use the double nappy system (a disposable swim nappy and a neoprene outer nappy).
• All swimmers must shower before entering the pool.
• The narrow edge of the pool adjacent to the spectator platform must not be climbed on, sat on, walked along, jumped from or used as an exit point.
• No food, glass, personal toys or talcum powder are permitted on the premises. Only toys provided by Happy Tiddlers may be used.
• Spectators are permitted by prior arrangement only. A list of all attendees must be provided before the session.
• Appropriate adult-to-child supervision ratios must be maintained at all times.

Failure to comply may result in the session being terminated and additional charges being incurred where cleaning, damage or pool closure results from a breach of these terms.

Contact / Feedback / Complaints

To get in touch, please call 01582 883820 or email hello@happytiddlers.co.uk. We are on Facebook as ‘Happy Tiddlers’, with a closed group for swimmers only at ‘I’m a Happy Tiddler’. If you wish to raise a concern or make a complaint, please initially approach the instructor if appropriate, otherwise email us. Happy Tiddlers Swim School Ltd (company no. 10740608).