Terms and Conditions

Terms and Conditions

Group Lesson Courses

Swim Excellence run 6 group courses and 3 Swimbabies Courses per year with breaks at Christmas, Easter and between 1st to 31st August. 

Group Courses will run between 6-8 weeks and Swimbabies Courses will run between 10-16 weeks depending on number of weeks per term.

Final group lesson before swimmers break up for holiday will be a fun session, swimmers regular swimming time may change due to the fun session times.

Group Swimmers will be continuously assessed throughout our courses towards the STA criteria for Certificates. Swimmers are awarded their Certificates every other course before swimmers break for our main holidays at Christmas, Easter and August.  The fee for the Certificate is included in course fee every other course, those failing to pay for the certificate with course fee will result in swimmer being excluded from receiving their award on certificate week.   

Lesson Fees

Course fees for private (1:1,1:2 or 1:3) or group lessons vary from pool to pool. For specific details please refer to Swim Excellence Booking Office.

All course fees must be paid in full in advance of the start date of a course.

Swimmers may not be allowed to participate in any swimming lessons until the fees are paid in full.

Fees can only be paid via BACS Transfer, Via the telephone with debit or credit card or with cash on poolside. 

Any lessons paid for, but not taken within a period of 12 months will be deemed to have been taken at which time there will be no refund offered.

Securing your Place

Swim Excellence operates a waiting list system for all lessons with priority given to returning customers.

A swimmer will automatically be enrolled for the next course and you will be advised when this takes place by email. Your place is reserved in the appropriate class but is only guaranteed when all outstanding monies are paid, any swimmers booked in a course who have not paid all outstanding monies their place will not be secure, swimmers on waitlist and new swimmers booking will mean places will be allocated on a first come, first served basis with payment required to secure the space. If a new swimmer takes that place then the swimmer who has not paid will lose their place on the course.

In Summary: A lesson place is NOT secured until payment is made in full.

Cancellations and Refund Policy

Private Lesson(s):

Swim Excellence tuition may be cancelled without charge by giving not less than 72 hours’ notice either to the teacher or to the Swim Excellence booking office.

Please Note:

  • that a message left on an answer phone or voicemail is not considered as satisfactory notice; and
  • Swim Excellence offices are closed from 3pm weekdays and at weekends.

Notice of a cancellation of a private lesson within 72 hours of the start of that lesson will result in the full fee being due or deducted from any credit balance as appropriate.

Any lessons paid for, but not taken within a period of 12 months will be deemed to have been taken at which time there will be no refund offered.

Group Courses:

Prior to the commencement of a course of lessons Swim Excellence tuition may be cancelled without charge by giving not less than 72 hours’ notice to the Swim Excellence booking office. Please note, notifying the teacher is not sufficient.

Please Note:

  • that a message left on an answer phone or voicemail is not considered as satisfactory notice; and
  • Swim Excellence offices are closed from 3pm weekdays and at weekends.

Once a course has commenced, no refund is permitted in the event of cancellation.

Notice of a cancellation of a course within 72 hours of the commencement of that course of lessons will result in the full fee being due or deducted from any credit balance as appropriate.

Lesson Cancellations and Changes

Occasionally we may have to cancel or change a lesson, we may have to change venue, you will be notified by us by email or by text message to your mobile phone with as much notice as possible.  Swim Excellence will not reimburse any expenses incurred by a customer failing to pick up their message.

If a lesson is cancelled we will offer you a replacement lesson, details will be advised by the Swim Excellence office, or if we cannot offer a replacement lesson a credit for the value of the cancelled lesson will be added to your account.  If you have been given the credit option your next payment amount will be reduced by the equivalent value.

If we have a pool closure and we need to change venue then you will be advised of details by the Swim Excellence office.  The venue change will be within a 20 mile radius of your current venue for lessons. Once current venue reopens then lesson will transfer back to the original venue.

If a replacement lesson is offered and lessons are rescheduled and go ahead, no credit or refund will be applied to swimmer account. 

If you are unable to attend a replacement lesson offered to you, you must let us know within 72 hours of notification.  In this instance you will be given the Credit Option.

Your Rights to Change Your Mind

In accordance with the Consumer Contract Regulations 2013 you have the right to change your mind where you have purchased goods or services online. As per these regulations, you have 14 days after the day we email you to confirm we have accepted your order during which you can change your mind and get a full refund of any monies paid to us. To do so please contact by email and we will arrange for the cancellation and refund of your money.

We will refund you by the method you used for payment and the price you paid us.

We will make any refunds due to you as soon as possible and, in any event, within 14 days of you telling us you wish to exercise your right to change your mind.

You must note that once the course has started and you have used lessons you will lose your right to change your mind, even where the 14 day period is still running.


The Parent, Guardian, responsible adult with the swimmer must remain in the pool premises and be contactable for the duration of the lesson

Swim Excellence requires that swimmers do not go on poolside more than 5 minutes prior to the commencement of their lesson for health and safety reasons.

Where the swimmer is a child they must be collected from the pool immediately after the lesson has ended. No child will be released until they are collected by an appointed responsible adult.

Swimmers, parents, guardians, siblings or all other associates, must observe and obey the pool entry rules and respect all other pool rules whilst in the pool. Pool staff shall retain the right to refuse admission and in such circumstance Swim Excellence will not be liable for, or offer, any refunds or credits for any missed lessons or classes.


Swim Excellence, only work with Independent Swimming Teachers who are fully qualified, insured, and have current Enhanced DBS Disclosure from England and Wales, Disclosure Scotland and Access Northern Ireland.

The suitability and subsequent appointment of a teacher shall be at the absolute discretion of Swim Excellence at all times.

Please contact the Swim Excellence office if you have any concerns as to the conduct or suitability of a Swim Excellence teacher, our office staff will discuss the matter with you and attempt to address any concerns you may have.

Should a teacher start to teach a course but fail to complete the full course of lessons, which have been paid for, Swim Excellence will find a suitable replacement teacher to teach the remainder of the course. Should Swim Excellence not be able to find a suitable replacement teacher, this will not constitute grounds for full or part refund, a credit will be offered towards the cost of a future course once a suitable teacher has been found. It remains at the absolute discretion of Swim Excellence to offer the alternative of a refund in such circumstances.

Swim Excellence will endeavour to provide consistency with teachers on a week to week basis for the instruction of Group & 1-1 Lessons.


Swim Excellence will not accept liability for the loss of or damage to any personal effects brought by a swimmer to any session and you are therefore requested to ensure that no valuable items are brought to the swimming lessons.


All those attending a Swim Excellence class or lesson, including the responsible adults and those attending with the responsible adult, must obey all instructions and commands issued by Swim Excellence, the instructor and any pool staff.

A swimmer shall not be permitted to continue with the lessons in the event of a swimmer, parent, guardian, sibling or any other person or other associate behaving in an unruly manner towards a member of staff, refusing to obey an instruction from a member of staff, or causing damage to pool premises, or any of the furniture fixtures or equipment in those premises.

In such circumstances Swim Excellence shall then have the right to terminate the contract and the swimmer shall not be accepted for any future course organised by Swim Excellence.

Following termination Swim Excellence shall refund any monies paid for courses not taken.

Condition of Pool Premises

Whilst Swim Excellence will make all reasonable efforts to ensure that the condition of the pool premises including the pool and poolside areas, changing rooms, washing facilities, are in suitable condition, we do not accept liability for any injury to a swimmer which may be caused by any defect that Swim Excellence has no reasonable control over.

If you have any concerns or comments regarding the condition of the pool premises, please let the instructor know or contact our Swim Excellence Office and we will do our best to deal with it in a timely manner.

Adverse Weather Conditions

Unfortunately, in this country, we are often on the receiving end of some really bad weather. Snow, Heavy rain, flooding, gale force winds, ice, etc! This can result in a pool being closed because the pool’s staff can’t get to work. If this happens, we will let you know with as much notice as possible. A credit will be applied to your account or, if possible, a catch-up lesson will be offered. You will be free to elect whether to take the credit or the catch-up lesson. But if the pool is open, our lessons should go ahead. Where a lesson does go ahead and you don’t attend we won’t credit or refund any missed lessons.

Transmission of Infections

Swim Excellence will not accept liability for any infection passed to a swimmer by another swimmer on the course or in the pool.

Any swimmer known to be or found to be suffering from any infectious ailment or condition will not be allowed to participate in the lesson and it is the responsibility of each swimmer or (in the case of a child swimmer) the parent or guardian of the swimmer to ensure that the swimmer is fit and well enough to participate.

Our Responsibility for Losses or Damages Suffered by You

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process or it is foreseeable if it is obvious that it will happen. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our staff, teachers, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to our services.

General Rules

  • Swimmers must shower before entering the pool.
  • Swimmers with long hair should tie hair back.
  • No swimmer should enter the pool area without a member of Swim Excellence staff being already present.
  • There must be no food or drink (Exception of water) in any of the pool facilities. Plastic bottles with removable screw on or flip tops are forbidden to be used on poolside.
  • Swimmers, siblings, parents and guardians are expected to observe all of the pool’s policies, including no-smoking policies.
  • No outdoor shoes are to be worn on poolside, please either remove shoes and socks or put on shoe covers provided, before you go onto poolside. This clause is in accordance with the pool’s own health and safety policy which allows for no exceptions.
  • It is forbidden under all circumstances to use mobile phones and/ or audio visual equipment in the changing rooms, on poolside or in any pool viewing areas. If Swim Excellence has reason to believe you have breached this policy it will remove you, and any child you are attending with, from the lesson and you will not be allowed to attend any further Swim Excellence lessons anywhere. Swim Excellence also reserves the right to refer any matters of this nature to the relevant authorities.
  • Swim Excellence swimmers are only permitted to use the pool for the duration of their lesson, or in the case of Parent and Child class, one adult can accompany swimmer into the pool. Swimmers or any persons attending with the swimmer are not permitted to use the pool before or after the swimming lesson.
  • Correct swimming attire must be worn in the pool, in the case of a swimmer 42 months or under then a Swim nappy and protector nappy must be worn.


Swim Excellence may at its own discretion refuse entry to a client to its courses if it is felt that the client’s behaviour or the behaviour of those associated with the client is unreasonable

Swimming has an inherent risk of injury or death, as by its nature is classed as a dangerous activity. By attending a Swim Excellence lesson you are accepting this inherent risk and acknowledge that none of Swim Excellence staff, teachers nor any of the pool owners shall be liable for any death, personal injury or illness not caused by its or their negligence. Nothing in this disclaimer shall limit or exclude Swim Excellence’s liability for death or personal injury where such death or personal injury is caused by Swim Excellence’s negligence.

By attending a course you do so fully in the knowledge that whilst Swim Excellence will do all that it can to ensure the safety of those it is providing lessons to, accidents can happen.


  • The content of all of the pages of this website is subject to change without notice it is for your general information and use only. Neither Swim Excellence nor any third parties provide any warranty or guarantee as to the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and material may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • This website contains material which is owned by or licensed to us. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • You may not create a link to this website from another website or document without prior written consent from Swim Excellence.
  • Your use of any information or material on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • From time to time this website may also include links to other websites. These links are to provide further information only. We have no responsibility for the content of the linked website(s). They do not signify that we endorse the website(s).
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Any dispute arising out of use of the Swim Excellence website is subject to and governed by the laws of England and Wales.
  • Unauthorised use of the Swim Excellence website or any content therein may give rise to a claim for damages against you and/or may be a criminal offence.


Dispute Resolution

Swim Excellence.
1 Fieldfare Court
Newcastle Upon Tyne
NE16 6LW

Email: enquiries@swimexcellence.org

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