At Nereids Aquatic Coaching, we offer you the flexibility to use your purchased lessons as credits and schedule them in our system as you go with at least 24 hours before each lesson.
This means you can schedule:
1. As you go (one at the time or more) with at least 24 hours before each lesson: this option gives you more flexibility and control to avoid cancellation fees but you might not always find the spot that you want
2. As many lessons as possible weeks in advance: this option secures your preferred dates/times with our teacher but with the risk that the lesson might be forfeited in case of a cancellation. This option is recommended especially during the high season due to high demand for our services.
Please note!!
Once your lessons are scheduled in our system, then the cancellation policy applies as our teacher is committed to deliver the lessons for you.
Not only we hire the best teachers in Sydney but we also retain them for many years:
- Very important role in retaining our great teachers is that we provide them financial stability and respect their time. Hence, when there is a scheduled lesson, they expect they will be paid for that.
- If we wouldn’t have such cancellation policy in place then our great teachers would choose a different employment which would bring them better financial stability. As a result, our exceptional quality would drop and our clients would have constant changes of their teachers.
Thus, please respect teachers' commitment and schedule only the lessons that you are certain will go ahead to avoid any cancellation penalties. This includes checking the weather forecast (if you don’t wish to do lessons under the rain) prior scheduling your lessons in our system
Please note!!
♠ We do conduct a swimming lesson in the rain, especially during mid-summer. After all, we all get wet while swimming!
♠ The cancellation of any lesson is completely in your hands unless the conditions are deemed unsafe by your teacher. However, to ensure we are consistent and fair with all of our clients and teachers, the policy we have put in place on cancellations can be seen below:
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You are able to cancel your lessons free of charge as long as you do so more than 24 hours before the lesson is supposed to take place. Any cancellations that occur less than 24 hours in advance will be considered as a forfeit (even in poor weather conditions*) and your credit will be deducted. Any cancellation that occurs on a third consecutive week of cancellations will also be considered a forfeit.
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If your instructor is unable to conduct the lesson at the scheduled time, we will advise you as soon as possible. We will either provide a replacement instructor or reschedule your lesson for a later date.
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If a group or back-to-back lesson is to take place and someone pulls out, no make-up swimming lesson or credits will be offered. In such case, the lesson will be conducted by the remaining student/s.
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If during your lesson time, the instructor assesses that the weather is unsuitable* for swimming, your remaining lesson time will be added to your future lessons.
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Nereids' swimming teachers reserve the right to cancel any lesson where they do not feel safe or the pool area is not safe for conducting proper swimming lesson. If a teacher feels as if his/her safety is threatened during a lesson, they are instructed to leave the site and contact their team leader or manager immediately.
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If you wish to cancel your scheduled lesson, you will need to inform the teacher directly as soon as possible. Then please complete the cancellation online via our scheduling website.
*Unsuitable weather: Lessons will not be cancelled due to rainy day as our instructors can teach well even if it is raining. Cancellation may occur in case of thunderstorms for safety reasons or exceptionally low temperatures (if outdoor). The weather is assessed in real time by your instructor as weather forecasts are not always accurate.
100% Satisfaction Guarantee Policy
At Nereids Aquatic Coaching, your satisfaction and progress are paramount to us.
We understand the importance of a perfect match between students and their instructors for effective learning and a delightful swimming experience. Here’s how our satisfaction guarantee works for you:
Flexible Instructor Change
We believe in the right fit. If you feel your current instructor isn’t the perfect match for your swimming goals, you're welcome to change your instructor at any time. Our team will ensure you're paired with someone who meets your needs and expectations, helping you to feel comfortable and progress efficiently..
Satisfaction Guarantee Refund Policy
Your first lessons are crucial in setting the tone for your swimming journey. If you find that our teaching style isn't up to your standards after trying two different instructors, we offer a full refund of all unused credits.
This policy is applicable within 30 days of your initial payment, giving you peace of mind to find the best fit without financial worry.
We are committed to providing a seamless and rewarding learning experience. Your confidence in us drives our service, and we’re dedicated to upholding these guarantees to ensure you’re not just satisfied but delighted with your Nereids Aquatic Coaching experience.
For more details on how to change your instructor or process a refund, please feel free to contact us. We’re here to help every step of the way.
Refund/Credit Policy
If you want to pause your swimming lessons for any reason, they will remain as credits in your account and will expire after 12 months of your purchase.
If you do not wish to continue your lessons, then your credits can be gifted to another individual who is not the original purchaser.
In case that none of the above options are possible and you have reasonable ground for a refund and not due to change of mind, then we will refund you the remaining lesson fees if your lessons were purchased within 30 days of the date of your refund request. After 30 days of your purchase, all remaining lessons are only available for Nereids credit. These credits expire after 12 months of your purchase.
In the event that a teacher loses access or is unable to continue lessons in their apartment pool, a refund will only be offered if it is within 90 days of the date of your purchase and no suitable replacements are found. You are able to continue your lessons at any other suitable venue that you nominate, but Nereids Aquatic Coaching is not liable for any costs associated with said venue. Please note that this only applies for this specific instance, and all other refunds are considered based on the general rule above.
In the event that an instructor is unable to assist a special needs student and no suitable replacements are found, a refund may only be offered if the scope of the disability was fully disclosed. A refund will not be offered if a teacher is unable to assist their student due but not limited to, physical limitation, mental capabilities and any other tendencies that were not disclosed prior to the beginning of the lessons.
In case of a refund, the funds will be deposited within 14 business days and $100 cancellation fee will be charged. The cancellation fee is not applied for our satisfaction guarantee.
Refunds will not be provided to Nereids clients who attempt to solicit a Nereids' instructor.
Nereids Aquatic Coaching reserves the right to charge an administration fee to recoup credit card fees associated with any refunds.
