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Terms & Privacy Policies
General
Company Details

O’Tooles Leisure CIC trading as Frogs & Friends

Company registration number: 07776152

Registered office:

Heathfield School, Prior Road, Ascot, Berkshire, SL5 8BQ

Accounts:

7 Prior Croft Close, Camberley, Surrey, GU15 1DE

Phone:

01344 898 330

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 an incident, no refund or credit will be issued.

Safeguarding

Frogs & Friends is committed to providing good child safeguarding practice for all our swimmers and we have adopted the Swim England Safeguarding Policy – Wavepower, a copy of which is held by the Frogs & Friends in the support office or can be viewed and downloaded from swimming.org. We believe that good safeguarding and fair play is paramount for all our swimmers.

If you have a question or concern regarding child welfare, the Frogs & Friends Safeguarding Officer should be informed on 01344 898 330. Alternatively, there is a dedicated helpline for anyone wishing to raise a safeguarding or welfare concern directly to Swim England called Swimline on 0808 100 4001.

Photography

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 child 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

Any property left at a Frogs & Friends venue, whether in a changing room, on poolside, in entrance halls or outside, is done so at your own risk. Frogs & Friends cannot accept any responsibility or liability for the loss, theft or damage to any personal belongings.

Lost property will be kept at the support office or at the venue for a period of 2 weeks after the end of the course. If items are still unclaimed after this period, Frogs & Friends will distribute them to local charities.

Payment

Frogs & Friends accepts the following forms of payment: debit/credit card and cash. Frogs & Friends does not accept cheques. Payments not received or later found to be invalid must be settled immediately by contacting the support office on 01344 898330.

Liability

All those participating or observing in a Frogs & Friends course 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.

Health and hygiene
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 child in their care 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.

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 shorts 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).

Medical Conditions

It is the responsibility of the parent/guardian to inform Frogs & Friends of any medical conditions when first signing onto a course. 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.

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.

Cancellation, Refund Policy, Complaints
Cancellation and Refund Policy

Although the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to Frogs & Friends, when you are a Frogs & Friends client, you may cancel your contract with us either:

(a) within seven (7) days of the date you received a copy of these Terms and Conditions, or (b) prior to 14 days before your first activity begins and we will refund your money.

Should you cancel within 14 days prior to the commencement date (up to 5.30pm the evening before) we will issue a refund, minus a maximum £50 administration charge.

Canceling Swimming Lessons after they have commenced

As a Frogs & Friends client, you may cancel your booking at any time, up to the commencement of your 3rd class, and we will refund the unused balance of your course fees minus a maximum £50 administration charge. Thereafter, we are under no obligation to refund any part of the course fee.

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.

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

Membership subscriptions can be canceled at any point without incurring additional costs.

Course Delivery

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

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

Time Change due to Circumstances beyond our Control

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

Severe Weather Policy

Where possible we try our best to ensure lessons run as normal throughout the year. However, there are rare occasions when inclement weather affects local roads and car parks. On such occasions when schools are closed and industry professionals advise people not to travel unless absolutely necessary, lessons may be cancelled. Parents will be notified of such cancellations in advance.

During times when the pool is closed due to severe weather conditions, we will offer those affected an additional lesson which will typically take place during a school holiday period. These lessons are likely to be taught by a candidate from one of our swimming instructor courses under the watchful eye of a Trainer Assessor from Swim England, the National Governing Body.

Unfortunately if you are not to attend the additional scheduled lesson we will be unable to offer refunds for any cancelled sessions or credits against future lessons.

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

Privacy Policies

We take your data security seriously

Frogs & Friends Limited is committed to preserving the privacy of all customers and visitors. Please read the following privacy policy to understand how we use and protect the information that you provide to us.

Personal data provided by you either by phone or via our Frogs & Friends app will be held securely by Frogs & Friends Limited.

Our head office address is: Heathfield School, London Road, Ascot Berkshire, SL5 8BQ. Our UK data protection registration number is: Z991047X.

Full details of our notified purposes can be viewed at the website of the Information Commissioner’s Office ico.gov.uk.

This privacy policy relates to personal data that you provide to us over the phone or by visiting our App. By visiting, registering or placing an order, you consent to the collection, use and transfer of your information under the terms of this policy. There are hyperlinks contained within our website which link to other websites owned and operated by third parties. These third parties have their own privacy policies and we recommend that you consider those when using their websites. We do not accept any liability or responsibility in terms of the privacy and security practices of these third party organisations and their websites.

Making sure we only collect data that is required

At Frogs & Friends Limited we are committed to making sure we only collect data that will enable us to deliver the service that you require in a safe and professional manner.

We will review on a regular basis the data we collect and will make amendments where necessary to ensure that your data is stored securely and in line with our organisational policies.

Mandatory information we require in order for us to deliver a quality service

When enrolling onto one of the swimming courses, parents and guardians are required to provide the following information.

  • Parent’s Name
  • Parent’s Email Address
  • Parents Address
  • Parent’s Telephone Number
  • Account Password
  • Child’s Name
  • Child’s Date of Birth
  • Child’s Name
  • Child’s Swimming Ability
  • Details of Any Siblings

Providing this information is a mandatory requirement for parents as it is used to enable us to:

1) Communicate with parents.

2) Allocate a child to the correct course based on age and ability.

3) Coordinate the most convenient courses for siblings.

Optional information that may help us to deliver a quality service

In addition to the mandatory information that we require in order for us to deliver a quality service, parents may wish to provide or allow us to collect the following information.

Medical Details

Although not a mandatory requirement, we would strongly advise parents to provide details of any medical conditions that may impact a participant. For example:

A child may have a hearing impairment – By providing this information prior to attending a course, this can then be communicated to their designated teacher who will make allowances for this when conducting their lesson.

Video Analysis – A Picture Paints a Thousand Words

Sometimes as a parent and child it is hard to see what improvements have been made over time or what specific areas of a skill may require a little more work.

Our in house Classcapture app allows parents to opt into our video analysis feature. The feature allows a 20 second video to be recorded which is then accompanied with a short note to describe the media image. For example:

Stroke Development

A child is struggling with the leg kick on a specific stroke. As the parent watches from the side of the pool and sees their child moving freely in the water, they believe the child is making good progress. However, their child is likely to continue on the same course next term as their leg kick (which can’t be seen by the parent) is not correct.

The parent has opted to allow the teacher to take a short video clip.

When creating an account, the parent has opted to allow their child’s swimming teacher to take a short video clip of the child during their swimming lesson.

The teacher takes a very short video clip of the child when performing the leg kick in question. The video clip is accompanied with a note that explains what work is required to improve. The clip is then uploaded to the parent’s secure online account where both the parent and child are able to watch and see exactly what needs to be improved upon to progress to the next level.

How long do we store information?

It is company policy to store your information for no longer THAN 6 months from your last session with us. After this time your information will be deleted, unless you have specifically requested we retain your account details.

How is this information stored?

Personal information is uploaded and stored on our own virtual private server hosted by Smart Hosting UK. Smart Hosting UK complies with strict contractual privacy obligations.

The use of third party experts

Primarily we are a specialist swimming provider. As such we recognise the need to use third party experts to ensure that the infrastructure around our business is as good as the service we deliver in the pool.

Frogs and Friends Limited uses a number of third parties to help make sure your data is kept safe and secure. These include:

CardSave WorldPay

To securely administer all online payments

A specialist IT Contractor

To manage the server, update security functions and develop new features

Cookies or other tracking technologies

In order to improve our services, to provide you with more relevant content and to analyse how visitors use our app, we may use technologies, such as cookies, pixels or tracking software. Please be aware that in most cases we will not be able to identify you from the information we collect using these technologies.

For example, we use software to monitor customer traffic patterns and app usage to help us develop the design and layout of the app in order to enhance the experience of the visitors to our app. This software does not enable us to collect any personal data.

We also use cookies on our website. Cookies are small pieces of information stored by your browser on your computer's hard drive. They enable you to navigate on our website and allow us to provide features such as remembering aspects of your last course. You can delete cookies if you wish; while certain cookies are necessary for viewing and navigating on our website, most of the features will be still accessible without cookies.

For further information please visit the websites aboutcookies.org or allaboutcookies.org

Security

We continually monitor for and try to prevent security breaches. We also implement security safeguards designed to protect your data, such as HTTPS.

We regularly monitor our systems for possible vulnerabilities and attacks. However, we cannot warrant the security of any information that you send us. There is no guarantee that data may not be accessed, disclosed, altered or destroyed by breach of any of our physical, technical or managerial safeguards.

Payments

Frogs & Friends uses Cardsave (Worldpay) to administer all monetary bookings over the phone by a virtual terminal or via our Frogs & Friends App, using their secure payment gateway. Cardsave are regulated by the Financial Services Authority and have to adhere to the Payment Card Industry Data Security Standard (PCI DSS). These strict controls ensure your payment to us is 100% secure.

Your privacy rights and who to contact

If you have any questions, comments or concerns about how we handle your personal information, then you may contact us by emailing info@frogsandfriends.org

Your request will be directed to the appropriate member of staff and they will respond within 48 hours.

You have the right to tell us if you:

  • do not want to be contacted in the future by us
  • would like us to correct, update or delete your personal information on our records
  • wish to report any misuse of your personal information
  • would like to request access to the personal information that we hold about you by making a “subject access request”;

To assist us in dealing with your request, please provide your full name and details.

Any requests received by Frogs and Friends Limited will be considered under applicable data protection legislation. If you remain dissatisfied, you have a right to raise a complaint with the Information Commissioner’s Office at ico.org.uk

Can I delete my data?

Account holders can request to terminate their account or child within their account. A member of our Support Office team will carry out this process with a timeframe that is reasonably practicable.

Deleting your Frogs & Friends Limited account will erase any personal information that we have about you and it will mean any data we hold about how you have used Frogs & Friends Limited in the past will be made anonymous.

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