CUSTOMER CARE

For any concerns or major complaints, please email customercare@vaughaneliteswimschool.com directly. Include your first and last name, email, phone number and details of the concern.

GENERAL POLICIES AND PROCEDURES

Terms & Conditions

Vaughan Elite Swim School ("we") reserves the right to change these general rules and policies from time to time by posting updated policies on our website, vaughaneliteswimschool.com (the "site”). You acknowledge and agree that it is your responsibility to review the Website and the policies periodically to learn of any modifications. Your continued enrollment in the program after the posting of any modifications shall constitute your agreement to be bound by such modified policies.

Registration:

Registration can be made, in person or by phone. To reserve a spot, we require full deposit per swimmer to reserve a spot. We accept Debit, VISA or Mastercard. HST will be charged on all our services.

Discounts:

We offer sibling discount of 5% the second and 10% off the third child. In the event that there are more than 3 siblings registered in one session, the remainder will receive a 10% discount. Discounts do not apply to advanced courses.

Cancellations and Refunds:

Refunds are available up to two weeks prior to the start day of the session. Cancellation 2 weeks prior to the start of the session will result in a $150 cancellation fee. Once the session begins a credit will only be given for medical reasons, which must be supported by a Doctor’s note. The credit issued will deduct the $150 cancellation fee, plus the cost of classes used up to the date of written notification received.
*Please allow 2-3 weeks for refund/credit processing*

Viewing Area:

Parents/Guardians are welcome to watch their child’s class in our viewing area gallery. The pool deck must be used for pickup/drop off only. Please do not remain on the pool deck for the duration of the class. Please be advised that there is zero tolerance for food, drinks, and outdoor shoes on the pool deck as per health and safety regulations. Changing diapers and or clothes is not permitted in the viewing area and/or pool deck.

Make-up Classes

Each participant is given two make-up classes for Fall and Spring sessions and one make-up class for Winter and Summer sessions. 24 hours' notice is required for being absent in order to receive a make-up class. Unfortunately, it is very difficult for us to schedule a make-up class or classes missed during the final week of sessions, therefore no make-up classes are offered during that time. Due to scheduling and time restrictions, we do not guarantee the same instructor for make-ups. Also, we do not guarantee the ratio for makeup classes, they may be private or semi-private depending on availability at the time. No make-up classes will be honored beyond the session end date. For last-minute cancellations (less than 24 hours’ notice), a fee will be required if you request a make-up class. The fee will be a charge of half the price of your regular class. If a teacher is ill/away, we reserve the right to use a substitute Instructor for the lesson. No make-ups will be offered if you choose not to swim with a substitute instructor. No monetary credits/refunds will be provided for missed classes.

*No make-up classes are offered for missed make-up classes*

Swim Attire:

All participants must come to class with a bathing suit and towel. All students must wear a swim cap. Goggles are optional; we do not encourage the use of nose plugs. Children who are not yet toilet trained must wear the appropriate swimming diapers.

Change Rooms:

Outdoor shoes are not allowed in the change rooms, please bring appropriate indoor shoes to wear in the change rooms and on pool deck. Families with mixed genders must use Family change room. Please do not leave any valuables in the change rooms. Vaughan Elite Swim School does not accept any responsibilities for lost or stolen items.

Photography:

No photography allowed in the change rooms or the pool area. If you would like to take a picture of your child, you must make arrangements with a staff member at the front desk.

Cancellation of Classes:

Vaughan Elite Swim School reserves the right to cancel classes due to fouling, inclement weather, or any unforeseen emergency

MORE GENERAL RULES/POLICIES:

Classes will end at their scheduled time and will not be extended in the event that you or your child arrive for a class after its scheduled start time.

You acknowledge that if your child fouls the pool, you are responsible for any expenses incurred by Vaughan Elite Swim School due to damages done to Vaughan Elite Swim School and the location, and you are responsible for any pool fouling charges determined in our sole discretion which will be determined and outlined in the invoice sent to your email.

We will no longer be offering semi-private classes as private classes. If you are registered in a semi-private class and are receiving a private class instead, Vaughan Elite Swim School reserves the right to move your class time or day to accommodate 2 people in the class. In the event a party is not willing to move their class, a fee equivalent to a private session of the duration that the student is enrolled in will be required.

If a teacher is ill/away, we reserve the right to use a substitute Instructor for the lesson. All our instructors are trained to teach the same criteria. No make-ups will be offered if you choose not to swim with a substitute instructor. No monetary credits/refunds will be provided for missed classes.