TERMS & CONDITIONS

TERMS AND CONDITIONS

All clients are expected to abide by these terms and conditions. In the unlikely event of failing to do so, a customer may be requested to cease lessons with Gemsaquastars LTD. A refund will not be eligible in these circumstances. Clients are responsible for their children at all times (except during a lesson where the child is NOT accompanied by an adult carer) and must inform the teacher prior to the lesson of any concerns they have. Clients must accept that at times there will be physical contact between the teacher and their child, in a professional, caring manner. Swimmers should not enter the pool until the teacher says it is safe to do so and must tell the teacher if leaving the pool before the end of the session. Clients should inform the teacher of any health issues that may be relevant. There is a strict nappy policy for those children not yet fully toilet trained. Nappies (including disposable swim nappies) must not be left on the pool premises.

 

Refund & lesson credits. 

We do not offer refunds or catch-up sessions. You are buying a block amount for your child to swim. You are entitled to a full refund of any money paid before lessons start. Once you have started no refund will be issued. Any session that is cancelled by us will be credited into your account by moving your renewal back.

If lessons are cancelled and it is deemed to be outside of the control of Gemsaquastars LTD such as Government lockdowns, adverse weather conditions, power interruptions and ‘act of god’ no refunds will be given. 

We are unable to offer refunds of credit to lessons missed due to illness, holiday or covid-19 isolation. The only times we will offer refunds for any classes is in cases of medical emergencies or broken bones. 

Lesson prices

Bookings are in blocks of 8 and you ae requested to top up your child's pre paid before their last lesson via the online Home Portal option https://gemsaquastars.courseprogress.co.uk/  

Client standards. 

Swimmers should not run on poolside, when swimmers are waiting for their lesson, they should wait sensibly and avoid walking around the pool surround, it is potentially dangerous and is distracting to teachers with people walking all around the side of the pool. Swimmers should remove all loose or sharp jewellery, tie back long hair and wear a swimming hat. Swimming hats are compulsory in all classes for children aged over 4 years.

 

Photography is not permitted at any point.

Clients may ask the teachers if it is ok to take photos and the teacher will then make a decision as to whether or not it would be appropriate. Please DO NOT sit and film your child whilst you are watching. If you want a video or a picture of your child, talk to their teacher.

Clients should aim to arrive 10 minutes before their lessons, this helps to keep lessons running smoothly and prevent disruption that is caused by late comers. If clients are permitted on poolside (subject to pool).

 

Mangreen Only - personal belongings should be brought onto poolside with them and not be stored in the changing rooms. At some sites there is limited changing space so do not block changing space.  

Food is not permitted on poolside or in the changing rooms, we understand that there are exceptional circumstances but please avoid eating in the pool environment. Any mess that is created as a result has to be cleaned by teachers in their personal time. 

All swimmers should remove any plasters prior to entering the water to reduce the risk of them coming off in the water and interfering with pool filters. No makeup or body lotions should be used prior to getting into the water as it can deteriorate the water quality and result in problems with the chlorine levels. 

Smoking is strictly forbidden within any pool building or school grounds

Abuse to any member of staff either verbal or physical will not be tolerated and will be reported to the appropriate authorities at the sole discretion of Gemsaquastars LTD.

Gemsaquastars LTD bares no responsibility for any loss of damage to client's vehicle or property whilst in the pool’s grounds. 

 

Re-booking 

Clients will be sent an email 3 weeks before the pre paid credit runs out and will be asked to top up their swimmers on the home portal via https://gemsaquastars.courseprogress.co.uk/, clients then have 3 weeks to make payment before their swimmer is removed from the course. Any problems making payment should be highlighted using the gemsaquastars@outlook.com email. 

Personal information

Gemsaquastars LTD store personal information including names, dates of births and contact details and is covered by the General Data Protection Regulation (GDPR). We do not keep financial details and once a swimmer has left us we keep the details for approx. 6 week before removing their details from the system. 

Lesson changes. 

In the event that a teacher is late or absent we will always make clients aware via our Facebook page and emails/Text via our system Course Pro. We endeavour to provide a cover teacher in the event of absences, however if it is not possible to provide a cover teacher the session will be cancelled and the client will be credited the lesson onto their account. Please ensure that you are following our Facebook page as it is the main port of contact for us. We ask that if you update your email or Mobile number to update us.

Pool Closures. 

In the unlikely event that the pool needs to be closed due to technical difficulties or health and safety concerns Gemsaqauastars LTD will go through the following steps:

Our initial contact will be to announce the closure on Facebook. This is why it is imperative that clients are following so that our messages are being received.

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Our next step upon cancelling the lesson will be to make the system aware. The client will receive an email and an SMS message from the online system informing you of the cancellation. 

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Clients will be credited a lesson (not a monetary credit) and push the renewal back for the next payment block.

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Clients will be updated if the pool will be closed for more then one week

 

Lost property. 

Where possible any lost property will be collected by teachers and held for a week. If lost property is not collected at the next session it will be thrown away. If there are items of value they will be held longer.

Medical conditions. 

Clients must declare to admin any existing medical conditions that they are aware of that the child, or adult if taking lessons, has which may be communicable or possibly be harmful or not to another person. The client must inform Gemsaquasatars LTD of any changes in any medical condition or psychological condition as soon as they are aware of them. All information will be kept strictly confidential. Instructors should also inform us of any medical conditions they may have which could impact on their ability to teach.

Clients must never bring the child swimming if they have any illness such as covid-19, an ear infection, diarrhoea, chicken pox, impetigo, conjunctivitis or merely a bad cold. They must wait until the doctor has given the all-clear before returning to classes.  In the instance of sickness and diarrhoea the child must have been clear of all symptoms for at least 48 hours before attending a lesson.