Terms & Conditions

SwimReady Swim School- Terms And Conditions

Please read these Terms and Conditions carefully. By enrolling in SwimReady Swim School lessons, you (“the client” or “you”) agree to the following terms, which constitute a contract between you and SwimReady Swim School (“SwimReady”, “we” or “us”). These terms are designed in the style of a UK small business contract for clarity and fairness.

1. Information About Us and How to Contact Us

● Who We Are: SwimReady Swim School is a professional swim lesson provider based at the Hilton Cardiff Hotel (Kingsway, Cardiff CF10 3HH). We offer private and group swimming instruction in Cardiff for children and adults of all ages and abilities. SwimReady Swim School is an independent business using the Hilton Cardiff’s pool facilities; we are not part of Hilton Hotels, but operate on their premises with permission.
● Contacting Us: If you have questions or need to get in touch, please use one of the following contact methods:
Email: info@swimready.co.uk
Phone: 07850 674111
Postal: SwimReady Swim School, c/o Hilton Cardiff Hotel, Kingsway, Cardiff, CF10 3HH. We aim to respond to all inquiries promptly and courteously. For day-to-day communications (such as scheduling or feedback), email and phone are usually the quickest ways to reach us.
● How We May Contact You: If we need to contact you about your lessons or bookings, we will do so via the contact information you provided. This may include sending you SMS text messages, emails, or calling you by phone with updates or important information. It is your responsibility to ensure we have your current contact details; please notify us if your email address or phone number changes. For the purposes of these terms, references to communication “in writing” include email or SMS.
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SwimReady Swim School || Terms And Conditions

2. What We Do

● Our Services: SwimReady Swim School provides swimming lessons and coaching tailored to the client’s needs. All lessons take place in the indoor heated pool at the Hilton Cardiff Hotel. We offer:

○ 1:1 Private Lessons: One instructor with one swimmer, for highly personalized coaching.
○ 2:1 Semi-Private Lessons: One instructor with two swimmers (for example, siblings or friends of similar ability) learning together in a semi-private setting.
○ Small Group Lessons: Small group classes led by an instructor, providing a
social and supportive learning environment (group sizes are kept limited to
maintain quality).
● Whether you are a complete beginner or looking to refine your technique, our
experienced instructors tailor each lesson to the swimmer’s age, ability, and goals. We welcome learners of all levels, from toddlers and children to adults, in a safe and inclusive atmosphere.
● Venue and Access: Lessons are conducted at the Hilton Cardiff Hotel pool, but you do not need to be a Hilton member or hotel guest to join our classes. There are no additional fees for non-members to access the pool during your scheduled SwimReady lessons – the cost of pool use is included in your lesson fees. Simply check in with our instructor or hotel staff on arrival, and you’ll be granted access at no extra charge.
● Qualified Instructors: All SwimReady instructors are fully qualified swimming teachers (holding ASA/Swim England or equivalent certifications) and are DBS-checked for working with children. We are insured to conduct swimming lessons, and safety is our top priority. An instructor will always be present and focused on your lesson during your scheduled time. (Please note that Hilton leisure staff may also be on duty, but primary instruction and supervision during the class is provided by SwimReady.3. Bookings and Payments

3.1 Term-Based Bookings

SwimReady operates on a term-based booking system. Lessons are normally scheduled as a recurring weekly session at the same time each week and are sold in 6-week terms (“a term”). By booking with us, you are reserving a swimmer’s place for the full term. We will inform you of the lesson schedule (dates/times) for each term at the time of booking or re-enrolment.

3.2 Automatic Re-enrolment

Existing swimmers are automatically offered a place in the next term at the same day and time (subject to instructor and pool availability). To secure the place, payment for the upcoming term must be received by the due date shown on your Soakly booking confirmation.

If you do not wish to continue into the next term, you must notify us at least 14 days before the end of your current term. If you fail to do so, we may assume you wish to continue and an invoice may be issued accordingly. We reserve the right to offer your space to another swimmer if payment is not received on time.

3.3 Payment in Advance

Lesson fees must be paid in full, in advance for each term to secure your booking. We will issue a confirmation or invoice detailing the fees for the term, including the number of lessons and the total amount due. Payment is due by the date specified in your Soakly confirmation. A swimmer’s place for that term is not guaranteed until full payment has been received.

3.4 Payment Method

All payments are made via Soakly, our secure booking and payment platform. When you enroll, you will receive instructions on how to set up your Soakly account and complete payment. If you require an alternative payment method for any reason, please contact us in advance to discuss; however, our standard practice is payment through Soakly.

3.5 Fees, Pricing and No Additional Charges

Our current lesson fees are published on our website or booking materials. Unless otherwise stated, fees are charged per swimmer. The lesson fee covers your swimming tuition and use of the pool facilities for the duration of the lesson. There are no additional charges for clients who are not Hilton members or hotel guests – you will not be asked to pay any separate admission fee to the hotel or pool when attending your lessons.

3.6 Late or Missed Payments

If payment is not received by the required date, we reserve the right to withhold or cancel lessons until the balance is paid. We may remind you if a payment is overdue; however, if fees remain unpaid, your booking for that term may be cancelled and your lesson slot may be offered to another client. Consistent failure to pay on time may result in us not being able to continue services. If you anticipate any difficulty with a payment, please inform us as soon as possible to discuss potential arrangements.

3.7 Receipts and Records

Upon receiving your payment, we can provide a receipt or confirmation by email for your records. All payments are non-refundable except as outlined in Section 4 (Cancellations and Refunds). We do not normally offer credits or carry-overs of lessons to future terms unless explicitly agreed (usually only in the circumstances described in Section 4).

3.8 Joining Mid-Term

If you join part way through a term and a suitable space is available, your fees will be pro-rated to reflect only the remaining lessons in that term. All other provisions of these Terms and Conditions apply equally to mid-term joiners.

4. Cancellations and Refunds

4.1 Client Cancellations – Individual Lessons

If you need to cancel or rearrange a scheduled lesson, you must notify us at least 24 hours before the lesson start time. Cancellations made with less than 24 hours’ notice (including “no-shows” where you do not attend) will be charged at the full lesson rate and are not refundable or creditable. This is because our costs (pool booking, instructor time) are incurred for your reserved slot whether or not you attend.

4.2 Make-Up Lessons and Credits – Limit of One Per Term

If you cancel a lesson with at least 24 hours’ notice, we will make reasonable efforts to provide either a make-up lesson or a credit, subject to availability and the following conditions:

Each swimmer is entitled to one (1) qualifying cancellation per term that may result in a make-up lesson or credit.
Make-up lessons are subject to suitable scheduling availability and may be delivered in a different time slot, or occasionally with a different instructor or group.
If a make-up lesson cannot be reasonably arranged within the current or next term, we may instead apply a credit to your SwimReady account to be used against future term fees.

Any additional cancellations by the client within the same term (even with more than 24 hours’ notice) will normally result in the lesson fee being forfeited and no further credit or make-up will be given. This policy is necessary because your term fee reserves a fixed space and instructor for you for the whole term.

4.3 How to Cancel

To cancel a lesson, please contact us via phone, SMS, or email as soon as you know you cannot attend. The timestamp of your call or message will be used to determine if the 24-hour notice requirement has been met. We will acknowledge your cancellation – if you do not receive a confirmation from us, please assume we have not received your notice and try again or use an alternate contact method. It is the client’s responsibility to ensure we are informed of a cancellation.

4.4 Cancellations by SwimReady (Instructor/Facility Cancellation)

If we need to cancel a lesson (for example, due to instructor illness, pool maintenance issues, safety concerns, or other circumstances on our side), we will provide as much notice as possible and will offer you either:

(a) a rescheduled lesson at a convenient time, or

(b) a credit for that session, which may be used towards future term fees.

If the Hilton Cardiff pool is closed or unavailable due to an emergency, maintenance, or any situation beyond our control, we will notify you promptly and rearrange the affected lesson where possible. No charge will be made for lessons that we cancel, and if you have already paid, you will retain a credit for the missed session if a suitable reschedule cannot be arranged.

4.5 No Refunds for Missed Lessons

Aside from the credit/make-up policy described above, we cannot offer refunds for missed lessons that you fail to attend. This includes absence due to forgetting, holidays, other commitments, or mild illness. Your payment reserves a time slot and instructor for the term, so we are generally unable to fill that slot on short notice.

4.6 Exceptional Circumstances

We recognise that serious emergencies or significant medical issues can occur. If you or your child experiences a serious medical condition (e.g. hospitalisation or a significant injury) that prevents attendance for an extended period, please inform us as soon as possible. In genuine cases of prolonged illness or serious injury, we can discuss options such as partial refunds, holding your place, or applying credit to a future term. Any such arrangements are at our discretion and may require reasonable evidence (for example, a doctor’s note). Our aim is to be fair while sustaining our small business; we will consider exceptions compassionately on a case-by-case basis, but cannot guarantee refunds beyond the standard policy.

4.7 Cancellation of an Entire Term by the Client

If you wish to cancel your place for an upcoming term after you have already paid, you must notify us at least 14 days before the start date of that term. In such cases, we may, at our discretion, offer a partial refund or credit if we are able to fill your place from our waiting list; otherwise, fees may be non-refundable. If you cancel within 14 days of the term start date, or after the term has begun, fees for that term are normally non-refundable, save for exceptional circumstances as described in clause 4.6 above.

5. Trial Lessons

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● Availability of Trial Lessons: We offer paid trial lessons for new clients who wish to try our services before committing to a regular schedule. A trial lesson is a one-off 30-minute private or group session (as appropriate) that allows you to meet the instructor, become familiar with the pool facility, and experience our teaching approach.
● Pricing of Trials: Trial lessons are charged at the same rate as our standard lessons, with no extra surcharges. We do not offer free trials – the trial session is a normal paid lesson, billed at our usual lesson price. (If we have any special promotional discounts or offers running, we will inform you, but unless explicitly stated, assume the trial is full price.)
● Booking a Trial: To book a trial lesson, please contact us via email or phone. We will arrange a suitable time based on instructor availability and pool schedule. Trial lessons are typically scheduled as 1:1 sessions unless you specifically request to join a group class for the trial. Payment for the trial is due before or on the day of the session (we will provide bank transfer details; occasionally we can accept cash on the day for a trial if agreed in advance).
● After the Trial: Following your trial lesson, there is no obligation to continue if you choose not to. If you do wish to continue with SwimReady, we will discuss available time slots and proceed with the normal monthly booking and payment process. (Please note that taking a trial does not guarantee that a specific regular lesson slot will remain available, so if you are keen to secure a particular time each week, we advise proceeding with booking soon after the trial.) If you decide to enroll for monthly lessons, the trial lesson will simply count as your first paid lesson – our pricing is consistent.
● Limit on Trials: Generally, we offer one trial lesson per swimmer. The trial is intended for new customers to sample our lessons. Existing or returning clients are not typically eligible for “trial” sessions at the regular rate unless at our discretion (since a “trial” is essentially just a pay-as-you-go lesson). If you have completed a trial and choose not to continue immediately, you are welcome to come back in the future; however, further sessions would be booked as standard lessons subject to availability.
6. Health and Safety
Your safety (and your child’s safety) in and around the pool is of paramount importance to us. By participating in SwimReady Swim School lessons, you agree to abide by the following health and safety terms:

● Medical Conditions: You must disclose any relevant medical conditions, disabilities, or special needs that you or your child (the swimmer) have, before starting lessons. This includes any allergies, injuries, asthma, epilepsy, learning or behavioral disorders, or anything that could affect the swimmer’s ability to participate or that our instructors should be aware of for safety. All information will be treated confidentially and with sensitivity. It is your responsibility to update us of any new medical issues that arise over the course of your lessons.

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● Fitness to Swim: By attending a lesson, you are confirming that the swimmer is in a fit state of health to participate in swimming activities. If you are unsure or have any concern about a health condition, please consult your doctor before swimming. Under no circumstances should a swimmer attend lessons if they are unwell. In particular, do not come to lessons if you or your child has had vomiting or diarrhea in the past 48 hours – wait until fully 48 hours symptom-free (this is a common health guideline for swimming to prevent illness spread). Likewise, contagious illnesses (e.g. fever, flu, chicken pox until spots healed, COVID-19, etc.) should keep you out of the pool until it’s safe. If a swimmer has an open wound or infection, they should also refrain from swimming until healed. We reserve the right to refuse entry to a lesson if a participant appears ill and potentially contagious or not fit to swim, for the safety of all.
● During Illness or Injury: If a swimmer (especially a child) has a minor ailment such as a cold, ear infection, or injury that might affect their comfort or safety in the water, please use your judgment and, when in doubt, err on the side of caution by skipping the lesson and resting. Let us know as soon as possible if you decide not to attend due to illness (see Section 4 for cancellation policy). We do not provide refunds for lessons missed due to ordinary illness, but your consideration helps maintain a healthy environment for everyone. In cases of injuries (e.g., a broken bone) that will require an extended break from lessons, please inform us so we can discuss holding your place or providing credit per Section 4.
● Emergency Situations: The Hilton Cardiff pool is equipped with safety features including clear emergency exits and alarm systems. Please familiarize yourself with the pool’s emergency exits and follow any emergency instructions given by the instructors or hotel staff. In the event of an emergency (for example, fire alarm or any dangerous situation), you must immediately follow the directives to evacuate or take action. Our instructors are trained in basic first aid and water rescue techniques. If an accident or incident occurs, we will respond appropriately which may include administering first aid or calling for medical assistance. By participating, you consent to basic first aid being provided to you or your child if needed.
● Parental/Guardian Responsibility: Outside of the actual in-water lesson time, parents/guardians are fully responsible for the supervision and safety of their children at the venue. This means you must supervise your child in the changing rooms, poolside before/after class, and any public areas of the hotel. Do not leave young children unattended at any time. Before and after the lesson, ensure your child behaves safely (no running, respect for others, etc. – see Poolside Rules below). If your child is under 8 years old, a parent or guardian must remain on site during the lesson (see Section 7) – this is both for child protection and in case of emergencies. Even for older children, we strongly recommend a parent or guardian stays nearby or is readily contactable during the lesson. We cannot take responsibility for children outside of their scheduled lesson or beyond the pool area.
● Compliance with Instructions: You must follow all safety instructions given by our SwimReady instructors and any Hilton leisure staff or lifeguards. Our teachers may, for example, instruct swimmers not to run on poolside, to use equipment in a certain way, or

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to exit the pool if there is a safety concern. These instructions are for your safety and the safety of others. We reserve the right to remove from the lesson (and facility) anyone who refuses to comply with safety directions or who is posing a safety risk.

● Assumption of Risk: Please understand that although we prioritize safety, swimming activities by their nature carry some inherent risks (such as slipping on wet surfaces or swallowing water). By enrolling in our lessons, you acknowledge and accept these risks and agree to take responsibility for conducting yourself (and your child) in a safe manner while on the premises. We strive to provide a controlled, supervised environment, but we need your cooperation in obeying rules and using caution.
● Covid-19 and Special Measures: (If applicable) Should there be any public health guidelines in effect (for example, COVID-19 precautions or other infectious disease measures), we will inform you of any additional requirements (such as social distancing, face coverings in certain areas, etc.). You agree to comply with any such measures as a condition of attending lessons, for the well-being of all participants.
7. Poolside Conduct and Rules
While at the Hilton Cardiff pool for your lessons, you and any family members must observe the general pool rules and our code of conduct. These rules exist to ensure a safe, clean, and comfortable environment for everyone. Failure to follow these rules may result in you being asked to leave the session, and repeated or serious breaches could lead to termination of your lessons without refund. Key poolside rules include:
● No Outdoor Shoes on Poolside: Outdoor shoes must not be worn in the pool area. Before entering the pool deck, please remove your shoes or use the protective overshoe covers (usually provided at pool entrance). This helps keep the pool and surrounding areas hygienic. Likewise, please avoid bringing prams or wheelchairs past the indicated point without using protective measures (staff can assist if needed).
● Appropriate Swimwear: All swimmers must wear proper swimming attire. Suitable swimwear means a one-piece or two-piece swimsuit, swim trunks or shorts, or a burkini/swim hijab – as long as it is specifically made for swimming. Street clothing or underwear is not allowed as swimwear (for hygiene and safety reasons). Swim caps and goggles are optional but recommended for those with long hair or sensitive eyes. If a child is not yet fully toilet-trained, they must wear swim nappies/diapers (a double nappy system is strongly advised: a disposable or reusable swim nappy plus a neoprene-over nappy) to prevent accidents in the pool. We reserve the right to refuse entry to the pool if a swimmer is not in appropriate swimwear or fails to meet swim nappy requirements (this is to protect all swimmers and avoid pool contamination). (If you have questions about what swimwear is acceptable, please ask – we’re happy to advise.)
● No Photography or Video Recording: Photography and filming are strictly prohibited during lessons without prior consent. This rule is in place to protect the privacy and safety of all our swimmers, especially children. Do not take any photos or

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videos on the pool deck, in the water, or in the changing rooms during class time. This includes using smartphones, cameras, tablets, or any recording device. If you wish to occasionally take a photo (for example, your child’s achievement at the end of a lesson), you must obtain permission from the instructor and ensure no other swimmers are visible; we also need to check with other parents in the class that they are comfortable. Never photograph or film someone else’s child without explicit consent from that child’s parent/guardian. SwimReady staff or Hilton staff may intervene if they see unauthorized photography. (Note: From time to time, SwimReady may ask for your consent to take a photograph or video of you/your child during lessons for coaching feedback or marketing purposes. You are absolutely free to decline, and we will only ever use images if you have signed a consent form. By default, we do not use any participant’s image or name in publicity without permission.)

● No Running or Rough Play: Running, pushing, or any kind of rough play is not allowed in the pool area or changing rooms. Wet surfaces can be extremely slippery. Children (and adults) must walk carefully around the pool. Please also avoid hanging on lane ropes, dunking others underwater, or any unsafe behavior in the pool. Our instructors will enforce this rule strictly to prevent accidents.
● No Food, Drink, or Gum: Do not bring food, chewing gum, or drinks (other than water) onto the poolside or into changing rooms. Eating is not permitted in the pool area for hygiene and to keep the water clean. If you need to give a young child a snack, please do so in designated lounge or lobby areas outside of the pool facility. Bottled water or sports drinks can be kept in your bag and used to hydrate outside the pool (and please use plastic bottles, no glass near the pool). Dispose of any chewing gum properly in bins before entering the pool area.
● Supervision of Children: Children under 8 years old must have a parent or guardian present on the premises for the entire duration of the lesson. This is both a SwimReady policy and a general pool rule for child safety. A parent/guardian should remain in the designated viewing area or poolside seating while the lesson is in progress (or in the changing area if preferred, as long as you are on site). Do not leave the facility or wait in your car if your child is under 8. For children age 8 and above, you may leave the immediate pool area if you wish but you must remain reachable by phone and able to return promptly if needed. We recommend that for any minor (under 16), a responsible adult stays on site. All children 7 and under must be accompanied to the toilet by a parent/guardian – our instructors cannot leave the class to do this. In the changing rooms, parents must supervise their young children (we suggest under 8s in the same-gender changing room with you; children over 8 should use gender-appropriate changing facilities as per Hilton pool rules).
● Respectful Behavior: Please show respect and courtesy to all instructors, hotel staff, other swimmers, and patrons. Offensive, aggressive, or disruptive behavior is not tolerated. Keep noise to a reasonable level, especially if waiting on poolside, so as not to distract the lesson or other pool users. Siblings or other children waiting should remain with their parent/guardian and behave calmly. If a child or adult behaves in a way that is continuously disruptive or poses a risk to themselves or others (for example, ignoring

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safety instructions, bullying, or temper tantrums that endanger people), we reserve the right to pause or terminate the lesson. In serious cases, we may ask the person to leave the pool area immediately. No refunds will be given for lessons curtailed or cancelled due to misconduct on the part of the swimmer or their parent/guardian.

● Facility Rules: While using the Hilton Cardiff pool facility, you must also adhere to any posted Hilton pool rules or instructions given by Hilton leisure staff. This may include showering before entering the pool, age restrictions in certain areas (e.g., gym or sauna are usually adults-only), and general conduct expected in a hotel environment. Our SwimReady lessons typically have exclusive use of part of the pool, but there may be other hotel guests swimming in separate lanes – please be mindful of their space and keep to the area our instructor indicates for the lesson. After the lesson, please take all your belongings and leave the changing area tidy for others.
● Lost Property: Please take care of your personal belongings. Do not bring valuables to the pool if possible. The Hilton provides lockers (bring a padlock or a £1 coin, as applicable) – we encourage you to use them. SwimReady and Hilton Cardiff do not accept responsibility for any lost or stolen property on the premises. If you leave something behind, let us or hotel staff know; we will do our best to help recover lost items, but we cannot guarantee their retrieval. (Wet items like towels or swimsuits might be disposed of by staff after a short period for hygiene reasons, so do check promptly if you lose something.)
By following these poolside rules, you contribute to a safe and enjoyable experience for everyone. We appreciate your cooperation!
8. Instructor Cover and Changes
● Consistent Instruction: We strive to provide continuity by assigning the same instructor to a given swimmer or class each week. Building a rapport with your instructor can be beneficial for learning. However, we cannot guarantee the same instructor for every lesson. There may be occasions (due to instructor illness, emergency, holidays, or scheduling needs) where we have to provide a substitute instructor for your lesson. Rest assured that any substitute teacher will be fully qualified to SwimReady’s standards and will be briefed on your/your child’s progress, abilities, and any relevant needs to ensure a smooth transition.
● Instructor Absence: If your regular instructor is unavailable, we will whenever possible inform you in advance and introduce the cover instructor at the start of the session. The lesson plan will continue as usual so that progress is maintained. All our instructors are friendly, DBS-checked professionals who follow the same teaching ethos, so a change should not disrupt the learning process.
● Changes or Cancellations by Us: As noted in Section 4, if we are unable to provide a lesson at all (e.g., no cover instructor can be arranged on short notice), we will cancel the session and offer a reschedule or credit. We ask for your understanding in such rare

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cases. We will always prioritize continuity of lessons, but our ability to provide a

specific instructor is not guaranteed and is not a condition of this contract.

● Instructor Requests: If for any reason you are uncomfortable with a substitute

instructor or have feedback about teaching style, please let us know. We will take your concerns seriously and try to accommodate where feasible (for instance, scheduling you with a different instructor in the future if a personality mismatch occurs). However, no refunds will be provided solely because of a change in instructor, as all our staff are qualified to teach to the same standards.

9. Limitation of Liability

● Personal Injury: SwimReady Swim School does not exclude or limit liability for death or personal injury resulting from our negligence or that of our instructors. In plain terms, if we or our staff fail to conduct the lessons with reasonable care and skill, and this causes injury, we are responsible. However, we are not liable for accidents or injuries that are not caused by our negligence. By participating, you agree that you (or your child) will abide by all safety rules and instructions, and that you understand the inherent risks of swimming (as noted in Section 6). If you or your child is injured due to your own actions or failure to follow instructions, we cannot accept liability. We also cannot be responsible for any pre-existing health conditions that lead to incidents during the lesson (unless we were aware of them and failed to take appropriate precautions).
● Property Damage or Loss: We do not accept responsibility for loss, theft, or damage to any of your personal belongings while at the lesson venue. This includes items left in changing rooms or on poolside. Any personal property you bring is at your own risk. The Hilton Cardiff may have its own lost property procedure, but neither Hilton nor SwimReady is insured to compensate for lost items. Please secure your valuables or leave them at home. Likewise, SwimReady is not liable for any damage to vehicles or property in the Hilton car park or premises – use of the facilities is at your own risk.
● Indirect Losses: We shall not be liable for any indirect or consequential losses you may suffer by using our services. For example, we are not liable for any travel costs, accommodation, or other arrangements you made in relation to attending a lesson that gets cancelled, beyond the cost of the lesson itself. Our liability for any claim related to the provision of swimming lessons will be limited to the amount you have paid us for the lesson(s) in question. We provide a recreational/educational service, and while we aim for high quality and satisfaction, we do not guarantee specific outcomes (e.g., we cannot warrant that a swimmer will achieve a certain skill by a certain date).
● Force Majeure: We are not liable for failure to perform any obligation under these terms if that failure is caused by events outside our reasonable control. This includes, but is not limited to, events such as extreme weather, floods, fires, epidemics/pandemics, government restrictions, or closures of the facility due to circumstances beyond our influence. In such cases, we will make efforts to resume lessons as soon as possible (or

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arrange alternatives), but we will not be obligated to pay compensation for the missed

lessons beyond what is stated in the cancellation policy (Section 4).

● Assumption of Risk: By enrolling, you acknowledge that swimming activities carry
some risk and you agree to assume responsibility for supervising any non-participating children you bring and for your own (or your child’s) compliance with instructions. You are ultimately responsible for your own safety (and your child’s safety) when instructions are not being followed. We pride ourselves on safe lessons, but we cannot watch everyone at all times outside of lesson tasks, so please stay vigilant as well.
● No Other Liability: To the fullest extent permitted by law, we do not give any warranty or guarantee other than what is expressly stated in these terms. These Terms and Conditions set out the full extent of our obligations and liabilities in respect of SwimReady’s services. We are not responsible for any advice or recommendations that you choose to follow outside the scope of our lessons.
Nothing in these Terms and Conditions affects your statutory rights as a consumer. If you have any questions about what this liability section means, please ask – we want you to fully understand and feel comfortable with our terms.
10. Changes to Terms
● Right to Amend: SwimReady Swim School reserves the right to amend or update these Terms and Conditions at any time as needed. This could be to reflect changes in the law, changes in how we operate, or improvements in our policies. The most current version of our Terms and Conditions will be available on our website (or provided to you upon request).
● Notification of Changes: If we make material changes to these terms that affect your rights or obligations, we will notify active clients via email or SMS to the contact details on file. We will give as much advance notice as is practicable for significant changes. Minor updates (such as clarifications or typographical corrections) may be made without direct notice, so we encourage you to review the terms periodically on our website.
● Consent to Updated Terms: By continuing to attend lessons or use our services after any revisions come into effect, you will be deemed to have accepted the updated Terms and Conditions. If you do not agree to the changes, you have the right to cancel your lessons (see Section 4 for cancellation policy) at the end of your current paid-up period. We value our clients and would be happy to discuss any questions or concerns you have about the terms at any time.
● Version Control: For transparency, each version of our Terms may be dated or version-numbered. These terms (as of the date at the top of the document) supersede any prior versions. If you wish to see a previous version of terms that was in effect on the date you signed up, please contact us.

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11. Complaints and Feedback

● Our Commitment: SwimReady Swim School is committed to providing a high-quality service. We appreciate feedback – positive or negative – as it helps us improve. If you are pleased with our service, we’d love to hear about it. If something is not right, we equally want to know so we can put it right.
● How to Raise a Concern: If you have a complaint, concern, or any dissatisfaction regarding our lessons or an instructor, please let us know as soon as possible. You can speak to the instructor directly after a lesson (often a quick chat can resolve minor issues), or you can contact the SwimReady management by email or phone. Email is usually best for a formal complaint so that we have it in writing – please write to info@swimready.co.uk with the details of the issue. Alternatively, call us at 07850 674111. We take all complaints seriously and will endeavor to respond promptly (normally within 2 working days for an email complaint).
● Complaint Resolution: We will listen to your concerns and investigate as needed. Our approach is to be fair and understanding to all sides. If the complaint is about an instructor or a safety issue, we may observe a lesson or speak with the instructor privately. We will then get back to you with our findings and any proposed solution. Possible resolutions might include: offering a make-up lesson if something was cut short, changing you to a different instructor or class if personalities did not mesh, or in rare cases where issues cannot be resolved, offering a refund for remaining lessons and ending the agreement. Our goal is to find an amicable solution that maintains your trust in us.
● Escalation: Most complaints can be resolved directly with us, but if you feel that your complaint has not been adequately addressed, you may request that it be reviewed by a senior staff member or the owner of SwimReady (if not already involved). Since we are a small business, the person handling your complaint may already be the owner/operator. We are not part of a large company, so there isn’t a multi-tier hierarchy – however, we will ensure a fair review of any serious complaint. (If SwimReady Swim School is a member of a professional body like Swim England or the Swimming Teachers Association and your complaint involves a breach of their code of conduct, we can provide you information on how to contact them as well. As of now, we handle matters internally.)
● Feedback and Suggestions: If you have non-complaint feedback or suggestions (for example, ideas to improve scheduling, or comments on the facilities), please feel free to share these with us. You can email or speak to us in person. We welcome your ideas and will consider all constructive feedback. While not every suggestion can be implemented, we often make adjustments based on client input.
● No Retaliation: We value our clients and your comfort – raising a complaint in good faith will not result in any form of retaliation or poorer service from us. You have a right to voice concerns. We only ask that communications remain respectful. Any abuse or aggressive behavior during the complaint process (e.g., shouting at instructors or

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sending threatening messages) is not acceptable and may result in termination of services (see Poolside Conduct). But legitimate complaints handled calmly and maturely will be met with the same from our side.

12. Data Protection

● Your Privacy: SwimReady Swim School takes data protection seriously. We collect and hold personal information from you when you enroll (such as contact details, swimmer’s name and age, relevant health information) in order to provide our services. We are compliant with the UK General Data Protection Regulation (UK GDPR) and related data protection laws. We only collect information that is necessary for the administration of your swimming lessons and for safety purposes.
● Use of Personal Data: Any personal details you provide us will be used only for SwimReady Swim School operational purposes – for example, to contact you about lesson bookings, to keep track of progress and attendance, to respond to emergencies, or to send you updates about our services. We will never sell or share your personal data with third parties for marketing or other unrelated purposes. Your email and phone may be used to send you periodic SwimReady news or offers only if you have given consent; otherwise, we will limit communications to those about your lessons (which are necessary for performing our contract with you). If you opt-in to a mailing list or newsletter, you are free to opt out at any time.
● Data Storage: We store your data securely in electronic form (and any paper forms, if used, are kept in a secure location). We may use third-party software (such as scheduling or payment platforms) to manage client information, but any such providers are also required to comply with GDPR and will only process data on our instructions. We limit access to personal data to SwimReady staff who need it. For example, your instructor will have relevant information about the swimmer (like their name, age, any medical notes) to conduct the lesson safely. All instructors and staff are trained to handle this information confidentially.
● Retention of Data: We retain your personal information only for as long as necessary. For active clients, we keep your details on file throughout your time with us. If you cease lessons, we will archive your data after a period (typically, if you haven’t taken lessons with us for over 6 months, we move your data to inactive status). We may retain basic records (name, contact, payment records) for a required period (for example, financial records are kept for 6-7 years for tax/accounting as required by law. Any medical information or special consent forms are usually destroyed when no longer needed. We periodically purge data that is no longer required. If you would like us to remove your contact details after you stop lessons, please inform us and we will do so, provided we do not need to keep it for legal reasons.
● Your Rights: You have rights regarding the personal data we hold about you or your child. Subject to certain exceptions, you have the right to request access to the information we store (a Subject Access Request), to ask for corrections if any data is

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inaccurate or outdated, and to request deletion of data when appropriate. To make any such request, please contact us at info@swimready.co.uk. We will respond in accordance with GDPR guidelines. If you have any concerns about how we handle your data, you can also contact the UK Information Commissioner’s Office (ICO), but we encourage you to speak with us first so we can address your concern.

● Communications and Marketing: By providing us with your contact information, you agree that we may contact you regarding your lessons (as described in Section 1.3). We may from time to time also send out newsletters or promotional offers to our client base. These will be infrequent and relevant (e.g., holiday intensive courses, referral discounts, etc.). You have the choice to opt out of general marketing emails or texts – just let us know, and we will update your preferences. (Service-related messages about your lessons will still be sent as needed and are not considered marketing.) We do not bombard clients with marketing, and we never share your info with outside companies to market to you.
● Confidentiality: We respect the confidentiality of all our swimmers. Apart from using first names during lessons, we do not disclose information about our clients publicly. If we ever want to celebrate an achievement (like a testimonial or social media shout-out), we will only do so with your explicit consent. Any photographs or videos taken (with consent) are handled per Section 7 (Poolside Conduct) and our internal child protection policies.
● Data Security: We take appropriate technical and organisational measures to secure personal data. This includes using password protection on digital records, reputable cloud services with encryption, and ensuring any physical documents are locked away. In the unlikely event of any data breach that could affect your rights or privacy, we will follow legal requirements to inform affected parties and authorities as appropriate.
By agreeing to these terms, you acknowledge our Privacy Notice as summarised above. If you have any questions about how we handle your data, please do not hesitate to contact us. We can provide a full copy of our Privacy Policy upon request for more detailed information.
Thank you for choosing SwimReady Swim School. We look forward to helping you or your child enjoy swimming safely and confidently. These Terms and Conditions are here to ensure we have a clear mutual understanding. Let’s make a splash in a way that’s fun, secure, and respectful for everyone involved!

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SwimReady Swim School- 2025