Below are some of our parents' most popular and frequently asked questions, to help give you all the information you need before and during your journey with us.
What should we do at our first lesson?
It’s understandable that your child may feel a bit nervous before their first SwimStars lesson, but rest assured, there’s no need to be!
We recommended that you arrive approximately half an hour before your very first lesson to allow time to explore the venue, get your child changed and watch some of the previous lesson if one is running. -Children are also encouraged to use the toilet before they get in the pool to minimise disruption in their learning.
On poolside, you’ll notice some banners marking our ‘Parent Drop Off’ and ‘Parent Pick Up’ points. These are to guide you to where your teacher will collect and return your child, before and after their lesson. Once your child is ready, make your way to the ‘Parent Drop Off’ point at the correct pool and your teacher will be there to meet you and hand you a swim hat, specific to your child’s ability group. This hat is then yours to keep and to be used for all future lessons. This is also an opportunity for you to introduce your child and raise any points that you feel necessary with their teacher.
If your child is particularly nervous about getting in the water without you, we ask that you allow the teacher to take full control in making them feel as comfortable as possible. As the groups are limited to a maximum of 6 children, the teacher will build their confidence quickly and it won’t be long before they’re enjoying themselves!
You can then watch the lesson from the comfort of the café or poolside benches, depending on your venue’s facilities.
Just before the end of the lesson, please make your way to the ‘Parent Pick Up’ point where the teacher will wait with your child.
What do I need to pack for my lesson?
All your child needs for their lesson is a swimming costume or fitted, above the knee trunks and goggles if they use them. Once you have been given your SwimStars hat, please bring that too as it’s a safety requirement for all children wear the ability related, coloured hats for their lesson. All other equipment used in the lesson will be supplied.
What pool will my child’s lesson be in?
Unless specified otherwise, Foundation and Early Swimmer lessons will take place in the small pool and Improver and Advanced lessons will take place in the main pool.
Will my child’s teacher be in the pool with them?
Unless specified otherwise, teachers will be in the water for Foundation and Early Swimmer lessons and will teach from poolside for Improver and Advanced lessons.
Can I speak to my child’s teacher?
We understand that it’s not always possible for our teachers to answer your questions between lessons.
If your query is regarding their progress, don’t forget you can check this on your online account. For queries that require a conversation or more detailed feedback, please contact the office by emailing firstname.lastname@example.org or calling us on 0161 979 0499 so we can get in touch with your teacher directly.
Who do I tell if I can’t make my lesson?
We know that life can get a bit hectic from time to time so if you can’t make your lesson, don’t worry!
To let us know, please get in touch by emailing email@example.com or calling us on 0161 979 0499 and we’ll make a note on your account. Please note that no money will be reimburse for missed lessons.
Can I track my child’s progress?
It’s easy! Simply log in to your online account and see your child’s progress tracked. This is updated every 3 – 4 weeks by your teacher.
When will my child receive their award?
Once you receive an email advising that your child has achieved a skills award, the certificate and badge will be at their lesson within 28 days and will be issued by their teacher.
My child has been flagged to move up to a higher ability group. What should I do?
Once you receive an email to say that your child is ready to move up, you can check online what availability there is at the venue for the class you require. When you have found a suitable class, you can then contact our Customer Service team on 0161 979 0499 who will make that movement for you. If you’re limited to which times you can do, act quickly as spaces go fast!
What happens if a session is cancelled?
If a planned session is cancelled, our main priority is to re-schedule the session. If it is not possible to do so, we will refund you the cost of the lessons cancelled.
How can I pay for the lessons?
Our exclusive payment method across all SwimStars venues is Direct Debit.
What happens if my payment is declined or I fail to make a payment?
If you fail to pay monies for any reason, there will be a £25 admin charged instantly to your account. If for any reason you anticipate your payment will be declined, please let us know in advance by calling 01444 224 791 and we will do everything we can to help you avoid the administration fee.
How do I cancel my Direct Debit?
You can decide to cancel your Direct Debit agreement with us at any time, however, we require a 30 day notice period from your chosen payment date. Your Direct Debit agreement also needs to be cancelled through SwimStars or with our Direct Debit provider, Harlands. If you cancel through your bank without letting us or Harlands know, it could be classed as a failed payment, and then you would be charged a £25 administration fee.