Frogs & Friends Terms & Conditions

General

Our Agreement with You:

These terms and conditions govern your reservation, payment, receipt and use in respect of the Frogs & Friends swimming program. They take effect upon the completion of your booking with Frogs & Friends, whether that booking is made on line, over the phone, via email or letter.

Behavioural Standards and Exclusion

All children, parents and guardians behave at all times in a manner that is respectful of Frogs & Friends staff and other customers and that conforms to applicable safety requirements. Frogs & Friends has the right to demand the removal of anyone who fails to adhere to these requirements. Such failure shall include, but not be limited to any form of verbal or physical threatening, abuse or bullying of a fellow child or member of staff. Transportation of the child home will be the responsibility of the parent/guardian and no refund or credit will be issued.

Child Protection

Frogs & Friends staff have a duty to act if they suspect that a child in their care may be suffering from abuse or if a child makes a disclosure about abuse. In such an event, the member of staff will follow the Child Protection Policy as detailed in our policies and procedures.

Complaints

Frogs & Friends is fully committed to delivering the highest standards of teaching, coaching and childcare to the local community. If you or your child is not entirely satisfied with the service we provide we would like to hear about it. If we become aware of any problem while you or your child is still attending a course or activity, we will aim to resolve this at an early stage. You can be assured that any complaint will be taken very seriously.

In the first instance, the complaint should be made to the Duty Manager or Course Tutor, who will look into the matter. If you feel the response to the complaint is not acceptable or you would like to take the grievance further, please make the complaint in writing and address it to:

The Director, Frogs & Friends, Heathfield School, London Road, Ascot, Berkshire, SL5 8BQ

Policies and procedures

Standards Cancellations Policy

Frogs & Friends pool sessions and teachers are contracted for each term in advance. If you would like to cancel your course, we will only issue refunds once your course or remaining sessions can be filled with the reservation of a new pupil. This cancellation request must be made in writing. If the support office can fill your place then you will then receive a refund for the remaining weeks taken by the new pupil.

New Bookings & Renewals

Booking Policy A (Booking a course of lessons prior to the scheduling of classes)

On booking, Frogs & Friends will include your child/children into the schedule of classes for the next term.

If you have booked at least 2 weeks prior to the end of the current term you will be notified by email that your class allocation has been made and that you should log into your online account to check that you are happy to accept this pool/day/time.

If the time you have been allocated is not suitable you must inform the office within 7 days of the email notification to receive a full refund. If you have not done this then we will only be able to refund you fees once we have been able to fill your space/spaces with another swimmer (see Standard Cancellation Policy).

Booking Policy B

If you book after the aforementioned period as described in the 'Booking Policy A' we insist that you contact the office prior to the end of the existing term to check the allocation is suitable. If it is not suitable you have until the last day of the existing term to notify us in order to receive a full refund. After this period the Standard Cancellation Policy applies in that we will only be able to refund fees once we have filled your reservation with a new pupil.

Frogs & Friends Policies and Procedures are available for review by contacting the support office.

Liability

All those participating or observing in a Frogs & Friends course at our venues do so at their own risk. Frogs & Friends has no responsibility or liability for the sickness, personal injury or death of any program participants, except to the extent directly caused by the wilful actions or negligence of Frogs & Friends or its staff. Organisers providing the facility and their servants are under no liability whatsoever in respect of personal injuries, loss or damage to property whilst attending any Frogs & Friends course.

Payment

Frogs & Friends accepts the following forms of payment: debit and credit cards, cash and selected childcare vouchers (these vouchers are only accepted as payment for Holiday Activities.) Frogs & Friends does not accept cheques. Payments by credit card are subject to an additional 2% fee. The responsibility rests with you to ensure the validity of your payment. Payments not received or later found to be invalid must be fulfilled by cash at the time of the next applicable course session.

Course Structure

In order to maintain a consistent service delivery, all Frogs & Friends employees undertake a comprehensive induction and training programme.

Frogs & Friends recognise that course progression is improved with consistent instruction. In order to obtain this, Frogs & Friends have developed a 'Key Standards Framework' that all instructors and staff work to apply.

Frogs & Friends will endeavour where possible to keep pupils with the same instructors. Unfortunately Frogs & Friends cannot guarantee that pupils attending course will have the same instructor each term.

Lost Property

All property left at any Frogs & Friends venue whether it is in a changing room, on poolside, left in entrance halls or outside, is done so at your own risk. Frogs & Friends cannot accept any responsibility or liability for the loss or theft of or damage to any personal belongings. Please ensure children do not bring valuable toys or belongings when attending Frogs & Friends courses. Please ensure clothing and other belongings are clearly labelled with the child's name to help us return unclaimed items. Lost property will be kept at the office or at the venue for a period of three weeks after the end of the course. If items are still unclaimed after this period, Frogs & Friends will distribute them to local charities.

Medical conditions

It is the responsibility of the parent/guardian to inform Frogs & Friends of any medical conditions when first signing up with us. You will be able to update and amend these details at any point necessary via your online account. All information will be kept strictly confidential.

Swimming Lessons

Bookings

We require all places on Frogs & Friends courses to be booked prior to the course commencing to ensure correct staff to children ratios are met. Registration on the day may be accepted depending on the availability of places but we cannot guarantee a place so please have alternative arrangements ready.

Renewals for the next term take place approximately four to six weeks before the current term ends. In making a renewal you are reserving a place on the next course and not a specific time. However, we will endeavour to keep your slot as close to your current time or your new request as possible.

Your lesson day and time will be confirmed one week prior to the end of the current term. If you have not received confirmation at this point it is your responsibility to contact the support office and ask for confirmation.

Bookings are accepted on a first-come, first-served basis and must be accompanied by full payment of the course fee. Any bookings received without payment will not be deemed valid until payment is received in full. We are unable to reserve places.

Changing

We always try to be as flexible as possible within our operational constraints. During the booking process when the support office is compiling the timetable, you can request to change your lesson time, day, or pool and we will endeavour to accommodate your request subject to a space being available.

Cancellations by You

Frogs & Friends pool sessions and teachers are contracted for each term in advance. If you would like to cancel once the course has started, we will only issue refunds to the extent your remaining session places can be filled with the reservation of a new pupil. This cancellation request must be made in writing. If the support office can fill your place then you will then receive a refund for the remaining weeks taken by the new pupil.

Renewals

Renewal Policy A

On renewal of your course, Frogs & Friends will include your child/children into the schedule of classes for the next term.

If you have booked at least 2 weeks prior to the end of the current term you will be notified by email that your class allocation has been made and that you should log into your online account to check that you are happy to accept this pool/day/time.

If the time you have been allocated is not suitable you must inform the office within 7 days of the email notification to receive a full refund. If you have not done this then we will only be able to refund you fees once we have been able to fill your space/spaces with another swimmer (see Cancellations by You).

Renewal Policy B

If you book after the aforementioned period as described in Renewal Policy A we insist that you contact the office prior to the end of the existing term to check the allocation is suitable. If it is not suitable you have until the last day of the existing term to notify us in order to receive a full refund. After this period the standard Cancellation by You Policy (as shown above) applies.

Refund Policy Due to Illness

We are unable to refund any monies for sessions missed because of general illness to either parent/guardian or child, broken limbs, holidays confirmed prior to or taken during the term or for missed sessions because of late arrival or non-attendance (voluntary withdrawal) unless we are able to fill your space with another swimmer.

Cancellation of a FULL course by Frogs & Friends

Should it be necessary for Frogs & Friends to cancel a course in its entirety, you will be offered a full refund or a place on the same or similar course at a later date.

Cancellations Due to 'Circumstances beyond our Control'

There may be circumstances beyond our control and contemplation, in which the pool might not be available for Frogs & Friends sessions. Examples of these circumstances include (but are not limited to) damage to the pool, severe weather conditions, power failures, industrial action. In such a case no refund will be issued.

Where reasonably possible, Frogs & Friends will try and include an additional lesson during half term breaks or school holiday periods. However this can be in no way guaranteed.

Intensive Swimming Lessons

When cancelling a course of intensive lessons during school holiday periods, refunds will only be issued if the office is notified within two weeks of the start of the course.

Half Terms, School Holidays and Bank Holidays

Occasionally lessons run in half term breaks, school holidays and bank holidays. If lessons do run over a holiday period we will be unable to offer refunds or credits if your child/children are unable to attend.

Time Change due to Circumstance beyond our Control

We reserve the right to change your existing class time due to reasons beyond our control.

Illness

Never bring your child swimming if they have any illness such as an ear infection, diarrhoea, chicken pox, impetigo, conjunctivitis or a bad cold. Please wait until your doctor has given the all-clear before returning to classes.

In the instance of sickness and diarrhoea your child must have been clear of all symptoms for at least 48 hours before attending a lesson.

Should your child or the parent/guardian taking your child into the water have, or develop, any known or suspected medical condition you must please consult your doctor before bringing them swimming.

Nappies

All babies and toddlers and those children not yet potty trained must wear a swim nappy in the pool with a swimming costume or pair of swimming trunks over the top. Frogs & Friends reserves the right to refuse entry to any child who is not suitably attired.

Please take all your used nappies away with you unless a clearly marked bin has been provided. Never leave nappies in an open bin (including those within the venue grounds).

Pool/Poolside Health and Safety

No outdoor footwear or prams are permitted onto poolside or into changing rooms. Where available, please use shoe covers or go bare foot.

Parents/guardians are responsible for the safe supervision of any children you bring at all times: on poolside, in the changing rooms and on the pool premises. They should always be under the direct supervision of an adult who is not taking part in the lesson and never be left unattended. The majority of lessons take place at schools where lessons and pupils are present. We must respect their privacy and enter and leave the grounds in a suitable manner.

Teachers

Whilst it is in our best interests to ensure your child remains with the same teacher, we cannot always guarantee this. If a teacher falls ill we will replace them until they are well enough to teach. If you change your swimming day you may find a different teacher works on this day. We may occasionally employ new instructors who will need to experience 'live classes' in order gain experience. They are always fully trained at this point and will start by shadowing the regular teacher. Once experience is gained they will then start to take their own classes. When this happens we will always send an email out to all parents/guardians informing you of this change.

Holiday Activities

Bookings

All bookings will be confirmed by email unless otherwise requested. Payment is regarded as acceptance of our booking conditions.

Late collection fee for Holiday Activities Scheme

If for any reason you are detained and unable to collect by 5pm, we ask that you call the support office as soon as possible. Two members of staff will wait with your child until they are collected. You we will be charged a late pick-up fee of £3 for every period of 15 minutes that elapses after the appointed time of collection to cover the staffing cost. If we have no contact from a parent/guardian by 5.30pm, we will contact Social Services to advise them we have an uncollected child. We reserve the right to refuse future bookings from parents who continually pick up late.

Arrival for Holiday Activity Scheme

Parents/guardians should ensure children arrive no earlier than 15 minutes before the designated start time for the day/session. We are unable to take responsibility for children who arrive earlier.

Departure for Holiday Activity Scheme

Parents/guardians should arrive at least five minutes before the designated end time for the day/session. No child will be able to leave the premises without a parent/guardian unless written notification is received before the start of course detailing suitable alternative arrangements.

Cancellation and Refund Policy of your Bookings

If you wish to cancel your booking, a full refund can only be issued if the support office has been notified 14 days prior to the day your child/children start.

Changing Days/Times

If you wish to make changes to the days or times you have already booked, we can do so providing we have space on the alternate days you wish to change to. This may sometimes not be possible and if this is the case a refund will not be issued.

Illness

Frogs & Friends requests that all children who are ill or infectious to be kept home for the full duration of their illness and for 48 hours after the last symptom occurs.

Cancellation on Day due to Illness

If your child is ill on the day they are due to attend activities and is not able to participate Frogs & Friends will not be able to issue a refund for this missed session.

Child Exclusion

On rare occasions, if a child proves incompatible with the general well-being of camp, e.g. they are involved in bullying or are engaged in disruptive or aggressive behaviour, we reserve the right to exclude them. No refund will be made for any remaining days booked and any costs associated with the exclusion, including transport home, will be the parent's responsibility.

Policies and Procedures

Copies of Frogs & Friends policies and procedures are available at the activity venue or will be sent to parents on request.

Enforced Venue Closure

If Frogs & Friends Holiday Activities is forced to close due to the compulsory closure of its premises by order of a competent authority (eg School, Local Authority, Environmental Health etc), due to bad weather (eg Snow, Ice, Flood etc), outbreak of a human infectious or contagious condition (eg Influenza, Meningitis), Industrial Action (teaching strike etc) or for any other reason, customers will still be liable for any fees due/paid, during the entire period of closure.

Photography

At times we may take photographs at our venues, which may be used for marketing and promotional purposes. We will inform parents on the day and a form will be present on the reception desk for parents to sign to confirm they are happy for photography to take place.

Parties

Cancellation of a Party

4 weeks' notice or less – Frogs & Friends will be unable to issue any refund

More than 4 weeks' notice – we will refund you the total cost of the party

Changes to Final Numbers in Party

Frogs & Friends support office will contact the parent/guardian 1 week prior to the party date to confirm how many children there are attending. If this number decreases once payment has been made due to circumstances beyond our control i.e. illness Frogs & Friends will not be able offer a refund.

Membership

Cancellation of Membership

Frogs & Friends can cancel a direct debit without any prior notice. However, if you do not wish to be charged for the next month from when you cancel, the support office will need to be notified before the 20th month then the next month's direct debit will be taken from your account. of the month. If the office is informed after the 20th

Staffing

Cancellation of a Swimming Teacher/Lifeguard

Customers that employ swimming instructors and/or lifeguards to work must give 1 weeks' notice if Frogs & Friends staff are not needed to work. If the support office is informed with less than a weeks' notice, Frogs & Friends will still charge the full hourly rate for that instructor/lifeguard.