Make-up and cancellation policies

make-up-and-cancellation-policies
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PERPETUAL CANCELLATION POLICY

We require a 14-day online or email notice to cancel your lessons. You will be charged for all classes during the 14-day period from receipt of the cancellation notice.

JUMPSTART CANCELATON POLICY

We require a 14-day online or email notice to cancel your lessons for a full refund. Cancelation within the 14 days will result in a full credit to your account. Cancelation on the start date of the Jumpstart session or after will result in a 50% credit.

MAKEUP POLICY

Pacific Flow believes that children are most successful in a consistent learning environment. Therefore, we encourage your child to attend their regularly scheduled swim class as often as possible. However, we understand that sicknesses, vacations, etc. do occur and our swimmers may not be able to attend their lessons. Our swimmers receive ONE make-up token for an excused absence. If your family is consistently missing more than one class per month, please let us know and we will assist you in finding a time that better suits your needs. No refunds for classes missed including scheduled holidays.

REPORTING ABSENCES PROCEDURE:

  • Please give us at least 24 hours’ notice for a students’ absence – you can report an absence with Customer Service over the phone, e-mail, or on the iClassPro parent portal up to 7 days in advance.
  • Absences reported with at least 24 hours is considered an “excused absence”.
  • Excused absences will create a make-up token. Details on make-up tokens below.
  • Families can book 1 make-up lesson per student per week.
  • Missed make-up lessons do not receive make-up tokens.
  • Make-up lesson availability is not guaranteed.
  • Students enrolled in private lessons will be able to book a make-up lesson in our small group classes.

What is a make-up token?

  • Make-up tokens are automatically created when a student is marked out for an excused absence or created manually by a Customer Experience Team.
  • Families cannot schedule make-up lessons without a make-up token.
  • Make-up tokens expire after 180 days.
  • Make-up tokens can be viewed in the Parent Portal.

 

Please note: You are responsible for payment for your student’s classes whether or not your student attends class until the time you notify the staff via written notice.