What is a Late Cancel?
The lessons are designed to be as flexible as possible. That’s why there is no limit to the number of changes you may make, why you don’t have to keep to the same day and time each week, why you can skip weeks and even book the same day.
At the same time, our instructors need some certainty as to their schedule and income. Otherwise, we would not be able to retain the high-quality instructors that we have!
The balance we have struck is unlimited changes up to 48 hours before. At that point, the lesson locks in.
A change made less than 48 hours before a lesson is a late cancel. This lesson may not be rescheduled and may not be taken at another time.
Late cancels tend to occur in situations such as where there is a family emergency, where a swimmer or a member of their family is sick, problems with childcare, having to stay home for repairs/delivery, having to stay late or other problems with work, transport problems etc.
We understand that these things happen and that sometimes you simply can’t make a lesson. It’s always ok to late cancel a lesson. Just know that we won’t be able to reinstate it.
How do I make a Late Cancel?
If you need to late cancel a lesson we ask that you let us know as soon as you are aware that you are not going to make the lesson. It makes a difference to the instructor as to whether they have 47 hours notice or 47 minutes’ notice!
You may late cancel a lesson either online or by email 24/7.
If you prefer to call and don’t get an answer or it’s out of office hours make sure you leave a voicemail. We’ll be able to pick this up before the next teaching shift no matter how early or late that is.
While we appreciate the gesture of contacting a location directly to get a message to the instructor we ask you not to and to contact our office instead. We will always be able to pick a message up and reach the instructor no matter the time. We are in the best position to manage late cancels.
I really want to swim with you but a 48hr policy won’t work for me. What can I do?
We sometimes have swimmers with completely unpredictable work schedules or who have a medical condition which means that they simply can’t plan.
In these cases what we suggest is that you book your package but don’t schedule your lessons in advance. The best thing here is to book each lesson on the day when you know that you can make it.
The downside with this is that on the day availability for off-peak times will be limited and for peak times will be low or zero. So for this on the day approach to work you will need to be super flexible as to location, instructor and time and know that some days we simply won’t be able to get you in.
I understand your late cancel policy but can you make an exception in my case?
Very occasionally we have a swimmer who feels that the policy is fair and reasonable and should apply to everyone else except them as their situation is exceptional. Our challenge here is that no-one late cancels lightly. Everyone has a valid reason to do so. In the interests of fairness, we don’t make these judgment calls and the policy is applied across the board to all. It might seem strict – but it’s fair to everyone.