Terms & Conditions

Our Agreement with You

These terms and conditions stipulate the guidelines with regards to booking services provided by Frogs & Friends. These terms and conditions come into effect upon the completion of your booking, whether that booking is made online, over the phone or via email.

Behavioural Standards and Exclusion

All children, parents and guardians are to 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. In the event of such incident, no refund or credit will be issued.

Child Protectionn

Parents and guardians acknowledge that 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.


We kindly request that parents do not take photos or videos whilst lessons are taking place. This can be quite distracting for instructors and swimmers and some parents may not wish for their children to be captured in your photos.

If you would like a photo or video of your child swimming with us please contact our support office who can organise this for you.

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.

Lost property will be kept at the office or at the venue for a period of two weeks after the end of the course. If items are still unclaimed after this period, Frogs & Friends will distribute them to local charities.


Frogs & Friends accepts the following forms of payment: debit and credit cards, cash and selected childcare vouchers Frogs & Friends does not accept cheques. Payments not received or later found to be invalid must be fulfilled by cash at the time of the next applicable course session.


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.

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 barefoot.

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.


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.

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.


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.


Full refunds will only be issued if the support office receives a cancellation request no longer than 14 days prior to the start of the course or party.

Cancelling a course or activity that has commenced or is due to commence within 14 days

Pool hire is booked and paid for in in advanced. In addition to this, instructors and lifeguards are also contracted termly in advance.

Given the fixed operational costs, refunds will only be issued to those wishing to cancel if their allocated space/s can be filled by a new customer.

Cancellation requests must be made to the support office via email or phone.

Refund Policy for Missed Lessons

We are unable to refund fees for sessions missed for reasons including but not limited to illness, injuries or holidays.

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 ‘Adverse Weather Conditions’ or '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 including snow and power failures. In such a case no refund will be issued.

Pool hire is booked and paid for in full prior to the start of any new term. In addition to this, instructors and lifeguards are also contracted for each term in advance.

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.

Cancellation of Swimming 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.

Course Delivery

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

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.

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.

Complaints Procedure

Frogs & Friends is fully committed to delivering the highest standards of teaching and coaching to the local community. If you are not entirely satisfied with the service we provide we would like to hear about it. If we become aware of any problem, we will aim to resolve this as soon as possible.

The complaint should be made to our support office by emailing info@frogsandriends.org who will look into the matter. If you feel the response to the complaint is not acceptable and 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