We do everything we possibly can to make sure that there are no changes to your lessons. We want you to have the same instructor and to keep your schedule throughout.
However, in the rare circumstances that we find we need to make a change we will let you know right away and do everything we can to minimise any disruption. Listed below are the steps that we will take.
Change to Instructor
Our swimmers nearly always have the same instructor for the duration of their package (and in some cases for many months and years!) but very occasionally this isn’t possible. Your instructor may become unwell or need to be re-deployed to another location/time or leave the business. If this happens we will arrange for another Immerse instructor to take over your lessons.
Our instructors go through a rigorous selection process and are all highly-trained so you can rest assured that your new instructor will be equally awesome. As the instructors keep teaching notes for each lesson so your new instructor will be fully briefed as to where you are up to with your learning and we will do everything we can to ensure that the transition is seamless. If you are not equally delighted with your new instructor please let us know – but we’re pretty confident you will be!
Change to Day/Time
Lessons almost always take place on the scheduled day/time. But very occasionally we may need to make a change. When this happens it is usually related to a short-term operational issue at the club eg where the club closes the pool area or a part of the Club to effect works or repairs. If this happens we will work with you to find suitable alternative days/times. If there is no alternative days/times or no suitable alternative days/times we will extend the validity of your package by up to 3 months.
Change to Location
Lessons almost always take place at the location scheduled. But very occasionally we may need to make a change to the location. This may happen where the Club announces a redecoration or refurbishment (usually a brief period once a year). Or where a Club temporarily or permanently closes (exceptionally rare).
If there is a short-term closure you may switch your lessons to another location or wait until your location re-opens and we will extend the validity accordingly.
If it looks like the closure may be longer-term you can rest assured we will be working dawn to dusk to source an alternative. In the case of a longer-term closure, you may switch your lessons to an alternative location. If there is no alternative location or no suitable alternative location we will extend the validity of your package by up to 6 months.
Cancellation less than 48 hours to a lesson
It’s rare that we would need to cancel your lesson with less than 48 hours notice. But sometimes it happens and when it does it’s nearly always related to a problem with the pool plant and machinery at the venue.
As soon as we become aware that we need to cancel your lesson we will contact you right away. If it’s for a same day lesson we will do absolutely everything we can to catch you before you leave home or work.
We will of course reschedule the lesson and find a meaningful way to apologise.
Our standard refund policy applies. You may get a full or partial refund at any time up to 14 days after the purchase of the package for any reason including changes made by us. However, after 14 days of purchase, a refund is no longer possible in any circumstances.
We will, however, extend the validity of your package as stated above should we need to make changes.