Your credit card guarantees your lesson time. No reservations can be made without a valid form of payment on file. The only form of payment accepted is credit card. We do not accept cash or checks. Should you wish to cancel your lessons prior to the commencement of classes, any amount that you have already paid will be refunded in full. Should you wish to cancel your lessons at any point during your lesson series, all lessons that have not been taken will be refunded. There is an annual $25 registration fee per swimmer assessed to your first invoice of the year. The registration fee is assessed every year. Lessons must be used within 365 days of the purchase date. After 365 days, lesson credits expire and can no longer be used towards services.
All cancellations must be made 24-hours before your scheduled lesson and cancellations must happen through contact with the Head Above Water Office (not your swim instructor). If you are not able to provide 24-hours notice, your swim lesson will be forfeited and no make up lesson can be offered. A maximum of 3 make up lessons can be scheduled during each eight-class series. Make-up lessons are not guaranteed with the same teacher. Again, in order to cancel you must contact the Head Above Water; Instructors will not be responsible for relaying any information.
HAW is the main point of contact for all communication regarding your swim lessons. All schedule changes must be made through the HAW office - including but not limited to date/time changes, location of lesson changes, cancellations and payment updates. Upon making your reservation a schedule confirmation and an invoice will be emailed to you for your records. If you do not receive a confirmation and/or invoice please contact the Head Above Water office immediately. If anything on the confirmed schedule that is emailed to you is incorrect (such as lesson dates or times), please contact the Head Above Water office immedicately because the lesson schedule on the confirmation is the final and confirmed schedule.
Lesson time slots are given away on a first come-first served basis. We do not guarantee your time slot beyond the six or eight lessons you booked. That is, we cannot promise that the same scheduled lesson time will be available for you in future sessions that haven't been scheduled yet. We will do our best to work with you to get the day and time of your request. If you plan on continuing beyond the lessons that you currently have scheduled, Click Here to learn about one of our most popular scheduling options: The Ongoing Reservation.
We do conduct swim lessons in all kinds of weather - clouds, rain and all. Children find it fun to swim in the rain! The only reason we would cancel the lesson is if there is thunder and/or lightening within 30 minutes before or during the lesson. In that case, we would get out of the pool immediately and reschedule the lesson. If you would prefer to cancel your lesson due to weather conditions (or any other circumstance) please contact our office at least 24 hours in advance of your class to cancel and we will be happy to reschedule it for you. Lessons are not eligible to be rescheduled due to chilly weather or rain if the class is canceled with less than 24 hours notice. We recommend you check the weather report the day before your lesson to make sure conditions are suitable for your child.
If you are splitting a block of time with a friend or sibling, or if you are a participant in a group Parent-and-Me class, you get billed at a group rate. Because of this, make up lessons cannot be honored for a single child. That is, if one child can't make it on a particular day but the other child/children can make it that day, we wouldn't be able to honor a makeup class for the one child who can't make it -- that child would simply have to forfeit his/her class. The only way we can accommodate a makeup lesson is if the ENTIRE group cancels for a particular day and in that instance we can reschedule the whole group for another day. To cancel the entire group's class, our cancellation policy is 24-hours in advance of the lesson.
Instructor Changes and Cancellations
We are committed to providing quality lessons for you and your swimmer(s). We understand and believe that children learn best when the teacher is consistent. Therefore, it is our goal to keep the same teacher for your series of lessons. Unfortunately, we cannot guarantee that the teacher will be the same each lesson as there are many factors that can cause a teacher to miss a lesson such as illness, travel, car trouble, family emergency, etc. In the event that your swim instructor cannot make it for one of your scheduled classes we will notify you with as much advance notice as possible and work with you to find a solution, which might include having a substitute teacher for your class (if one is available), rescheduling your class for another date with your regular teacher (if we can find an alternate date that works for both you and the instructor), or providing you with a refund for any classes that are not able to be completed due to instructor cancellations. It is never our intention to inconvenience our clients or swimmers and we apologize in advance for any reason why your swim instructor ever cannot make it to your scheduled class.
Note About Cold Pools at In-Home Lessons
We require your swimming pool to be heated to at least 80 degrees. We want your swimmer to be comfortable in the water and not have the distraction of a cold pool. If upon arrival your pool is cold, we will try do our best to teach the lesson, but if the actual pool temperature is below 80 degrees, Head Above Water can officially cancel the lesson. In this case, no make up lesson will be offered.