At Nereids Aquatic Coaching, we offer you the flexibility to use your purchased lessons as credits and schedule them in our system as you go with at least 24 hours before each lesson.
This means you can schedule:
1. As you go (one at the time or more) with at least 24 hours before each lesson: this option gives you more flexibility and control to avoid cancellation fees but you might not always find the spot that you want
2. As many lessons as possible weeks in advance: this option secures your preferred dates/times with our teacher but with the risk that the lesson might be forfeited in case of a cancellation. This option is recommended especially during the high season due to high demand for our services.
Please note!!
Once your lessons are scheduled in our system, then the cancellation policy applies as our teacher is committed to deliver the lessons for you.
Not only we hire the best teachers in Sydney but we also retain them for many years:
- Very important role in retaining our great teachers is that we provide them financial stability and respect their time. Hence, when there is a scheduled lesson, they expect they will be paid for that.
- If we wouldn’t have such cancellation policy in place then our great teachers would choose a different employment which would bring them better financial stability. As a result, our exceptional quality would drop and our clients would have constant changes of their teachers.
Thus, please respect teachers' commitment and schedule only the lessons that you are certain will go ahead to avoid any cancellation penalties. This includes checking the weather forecast (if you don’t wish to do lessons under the rain) prior scheduling your lessons in our system
Please note!!
♠ We do conduct a swimming lesson in the rain, especially during mid-summer. After all, we all get wet while swimming!
♠ The cancellation of any lesson is completely in your hands unless the conditions are deemed unsafe by your teacher. However, to ensure we are consistent and fair with all of our clients and teachers, the policy we have put in place on cancellations can be seen below:
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You are able to cancel your lessons free of charge as long as you do so more than 24 hours before the lesson is supposed to take place. Any cancellations that occur less than 24 hours in advance will be considered as a forfeit (even in poor weather conditions*) and your credit will be deducted. Any cancellation that occurs on a third consecutive week of cancellations will also be considered a forfeit.
- All charges associated with the 24 hour minimum notice for cancellations will be waived in the event of the student(s) falling ill within the notice period, provided that a medical certificate for the same date is submitted.
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If your instructor is unable to conduct the lesson at the scheduled time, we will advise you as soon as possible. We will either provide a replacement instructor or reschedule your lesson for a later date.
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If a back-to-back lesson is to take place and someone pulls out, no make-up swimming lesson or credits will be offered. In such case, the lesson will be conducted by the remaining student/s.
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If during your lesson time, the instructor assesses that the weather is unsuitable* for swimming, your remaining lesson time will be added to your future lessons.
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Nereids' swimming teachers reserve the right to cancel any lesson where they do not feel safe or the pool area is not safe for conducting proper swimming lesson. If a teacher feels as if their safety is threatened during a lesson, they are instructed to leave the site and contact their manager immediately.
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If you wish to cancel your scheduled lesson, you will need to inform the teacher directly as soon as possible. Then please complete the cancellation online via our scheduling platform.
*Unsuitable weather: Lessons will not be cancelled due to rainy day as our instructors can teach well even if it is raining. Cancellation may occur in case of thunderstorms for safety reasons or exceptionally low temperatures (if outdoor). The weather is assessed in real time by your instructor as weather forecasts are not always accurate.
Satisfaction Guarantee Policy
At Nereids Aquatic Coaching, we’re committed to providing a positive and supportive learning experience for every student. Your progress and experience matter to us.
We understand that the right instructor fit matters. If something doesn’t feel right, please let us know promptly so we can address it early — we’ll work with you to find a suitable solution, such as offering an alternative instructor or location change, wherever possible. If a reasonable solution cannot be provided, a refund for unused lessons may be considered in accordance with our Refund Policy.
For details on instructor changes or refund requests, please feel free to contact us.
Refund/Credit Policy
If you wish to pause your lessons, any unused credits will remain in your account and expire 12 months from the original purchase date.
Unused credits may also be transferred to another individual who was not the original purchaser.
If you do not wish to continue your lessons, refunds for unused credits may be considered within 30 days of purchase, provided the request is not due to a change of mind and a reasonable solution cannot be provided in accordance with our Satisfaction Guarantee. After 30 days from purchase, unused lessons are available as Nereids credit only. Credits expire 12 months from the original purchase date.
If an instructor becomes unavailable or loses access to their teaching venue, Nereids will make reasonable efforts to provide a suitable replacement. A refund may be considered only if a suitable replacement cannot be provided within a reasonable timeframe. Clients may nominate an alternative suitable venue; however, Nereids is not responsible for any additional venue-related costs.
Where lessons are required for a student with additional needs, full and accurate disclosure of relevant information prior to commencement is essential to ensure appropriate instructor matching. If such information is not disclosed and this affects our ability to reasonably deliver the service, a refund may not be available. Each case will be assessed based on the information provided and our reasonable capacity to deliver the service.
Where a refund is approved:
- The first payment will be issued within 14 business days of approval.
- Refunds are processed through our Refund Disbursement Cycle and may be issued in instalments.
- A $120 administration fee applies to recover administrative and scheduling costs incurred prior to cancellation, unless waived at Nereids’ discretion.
- Any card surcharge or banking fees are non-refundable.
Refunds will not be provided to Nereids clients who attempt to solicit Nereids' instructor.
This policy operates subject to applicable consumer laws.
