Swimming Lessons Direct Debit Service Agreement
Welcome and thank-you for choosing YMCA Aquarena swimming
lessons.
Our qualified and experienced staff work hard to ensure that
every student has the opportunity to learn and develop essential
swimming and water safety skills in a friendly and supportive
aquatic environment. We look forward to your participation!
Please read through this document carefully. It has a lot of
really important stuff. If you have any questions, please don't
hesitate to ask.
1. Money Stuff
1.1) When Do You Pay Swimming Lesson
Fees?
Due to overwhelming feedback from our families, from February 1,
2018, direct debit payments will change in frequency from monthly
to fortnightly. Your nominated account will be debited every second
THURSDAY on an ongoing basis, with these dates pre-set (please ask
for a calendar if you need one).
Fees for swimming lessons are ongoing and are paid in advance
each fortnight by direct debit from a bank account or credit card
that you nominate. If the debit day falls on a public holiday, we
may debit your account on the next business day.
Your first payment for your first fortnight (or pro rata / part
there of) plus the advertised administration fee is due when you
book your swimming lessons.
Fees may take a few days to be charged to your account, so
please ensure you have money available. Your account will
continue to be debited until we have received written confirmation
that you wish to cancel (see 1.12 How Do I Cancel Swimming
Lessons?).
1.2) Can I pay upfront instead?
You can pay upfront for swimming lessons. Please see reception
for details.
1.3) Can I change my mind?
This agreement has a seven (7) day cooling off period. We hope
you don't want to leave, however we understand circumstances can
change, so if you do, please inform us that you wish to cancel by
email or in writing within seven (7) days from enrolling and we
will refund your initial payment less the administration fee.
1.4) Please remember your commitment:
- Please make sure that there is enough money in your
account to meet the debit amount on the debit dates
- Please make sure that your account is able to accept direct
debits
- Please let us know if your account is transferred or
closed
- Please provide us with new details in writing at least 3 days
before a payment day, if you want the debits to be charged to a
different account
- Please check your account statement to make sure that the
amounts debited from your account are correct
1.5) Some key points:
If we do not enforce our agreement rights at any time, it does
not mean we have waived those rights, no matter how long we
wait.
If there is an error or miscalculation in the Direct Debit
Service Agreement Form, we have seven (7) days from when the
agreement starts, to fix it.
1.6) What happens if a payment fails or is
rejected?
If a debit fails, we will try to contact you via SMS, email,
phone or in writing and ask you to pay (e.g. by making a cash
payment at reception).
If we don't receive payment within seven (7) days, we may
suspend your access and make alternative arrangements with you,
until payments are up to date and you have provided us with valid
account details. Some costs may need to be charged to you, such as
bank fees and interest, so please ensure you assist us in resolving
failed payments quickly.
If a debit fails because there is not enough money in your
account, you may be charged a fee and/or interest by your financial
institution.
If we have not received payment within 30 days, we may cancel
your swimming lessons. We will use our best endeavours to confirm
this in writing. If you would like to rejoin our lessons, we will
require all outstanding fees to be paid before starting again.
We will do our best, but we can't guarantee that the same
place will be available.
1.7) Can the agreement be changed?
From time to time, we may need to make changes to this
agreement. We will ensure we give you at least 30 days notice of
any changes by writing to you at your last email or postal address
that you have given us. Please ensure to keep us up to date so you
don't miss out on important information. We will consider that you
have received our notice or email on the second business day after
it is sent.
1.8) Can fees be increased?
We generally review fees each year. We endeavor to keep our fees
to a minimum and to remain competitive, however unfortunately costs
do increase. We may need to increase fees from time to time but
will let you know of any changes in fees at least 30 days
beforehand by writing to you at your last email or postal address
that you have given us. We will consider that you have received our
notice or email on the second business day after it is sent.
1.9) How do I query a payment?
If you have a query about a payment, please contact us directly
on (03) 9848 000 so that we can assist you. Alternatively please
email or write to us attention to "Swim School Administration".
Please allow up to five days for any written correspondence (we
will endeavor to respond as quickly as possible).
If there has been an error and a refund is due, we will arrange
a prompt refund for the incorrect amount. We will also refund you
any fees or interest you have been charged due to the error. Please
ensure you supply proof, such as a copy of your bank statement
showing the fees that have been charged.
You can also refer queries about payments to your financial
institution, which will handle your query in line with its own
policies.
1.10) Am I still charged if we don't attend
swimming lessons?
Yes you are still charged even if you don't attend.
However you can suspend swimming lessons (see 2.8 Can I suspend
swimming lessons?), or book up to 4 make-up lessons per year (see
2.9 Make-up Lessons). For how to cancel swimming lessons, please
see 1.12 (How do I cancel swimming lessons?)
1.11) How do I change account details?
Please inform us in writing or complete a form at reception at
least three (3) days before a debit day so we don't miss the debit
run. Thank you!
1.12) How Do I Cancel Swimming
Lessons?
Please let us know by email or in writing, or complete a form at
reception. We do require 14 days' notice which may mean your final
amount is a pro rata amount.
If fees are debited to a cheque or savings account, you may also
cancel by advising your Financial Institution. Please note:
The administration fee is payable again if you cancel swimming
lessons and decide to return so maybe consider suspension or make
up lessons as an alternative.
1.13) Cancelling if we change this Agreement or
increase fees
You may choose to cancel your swimming lessons if we
- Change or add to this agreement in a way that adversely affects
you
- Increase fees
Please note that changes to classes including times and teachers
are not considered changes to this agreement. We will require the
details of how the change adversely impacts you in writing and as
per cancellation (see 1.12), we will require 14 days' notice in
writing.
Unless the law states otherwise, you won't have any other claim
against us if this happens.
1.14) Cancelling if we are in breach of our
obligations to you
You can cancel swimming lessons if:
- We breach our obligations to you under these terms and
conditions and
- We don't fix the breach within a reasonable period of time
after you have informed us of the breach in writing
We will refund you any swim lesson fees you have paid between
the date you have notified us of the breach and the date on which
we decide that we cannot fix the breach.
2. Swimming Lesson Stuff
We run extra fun Aquaplay classes for children 6 months and up.
Aquaplay classes are a great way to get your little ones ready for
the water and are paid for casually before each class. We run learn
to swim lessons for children aged from 12 months through to adults
of any age. You will love it here!
2.1) Enrolling under 18 years of age
We ask that a parent or guardian signs the Swimming Lesson
Agreement for students who are under 18 years of age. Have
you ever tried to decipher a three year old's signature?
2.2) When are swimming lessons run?
Weekly swimming lessons are held for 48 weeks each calendar
year. Lessons are not held on public holidays so you can enjoy
a break.
We understand that families need a re-charge and a break and
therefore there is a four (4) week Summer no-lesson period each
year over December and January. We encourage you to continue to
come down with the family and practice in the water and make use of
the amazing facilities at Aquarena if you are still around.
Students have complimentary access with only a nominal fee for the
use of the large slides. A yearly calendar will be published on the
Aquarena website showing all key dates for the year.
2.3) Can students use the pools at
Aquarena?
Of course! Students may swim at Aquarena outside of lesson times
and we hope they do! It is a great opportunity to practice swimming
skills and have some fun. There is a small additional fee for the
water slides and doesn't include warm water pool, spa or steam
room. Please remember, you or another adult may swim for free when
you are accompanying a student who is under 5 years of age.
To check pool availability, please see the lap lane information
on our Aquarena website or lap lane brochure available at
reception.
2.4) How do I change classes?
If you wish to change class time or teacher, please contact
reception or the Teacher In Charge. If we cannot move the student
immediately, we can place the student on a waitlist for your
preferred class/time and let you know when available. We thank you
in advance for your patience whilst we work this out for you.
2.5) Can Aquarena make changes to
classes?
Whilst we strive for teacher consistency, it may sometimes be
necessary to schedule replacement teachers due to reasons such as
illness or leave. We may also need to change the student's class
day, time, level or teacher.
If we cancel a swimming lesson (e.g. teacher is ill and a
replacement is not available), we will attempt to let you know and
we will offer you a refund or credit for the cancelled lesson. We
thank you in advance for your understanding should this occur.
2.6) When are students upgraded to the next
level?
We continually assess student progress on a regular basis. When
a student has completed a level we will give them a certificate of
achievement (and celebrate!). We will book them into a new class at
a day and time that suits you. If a suitable day or time cannot be
found, we will place them on a wait list and let you know when a
place in your preferred class becomes available. Please speak to
the Teacher In Charge if you have any questions about student
progress or would like an additional assessment. We are only too
happy to help.
2.7) How do students access the
centre?
We will take a photo of each student and issue them with an
Aquarena ID card. Please bring the card for student entry in to the
centre and scan the card at the gates or at reception. The card
cannot be lent to or used by anyone else. Please let us know
if you have lost or misplaced the card. For a nominal fee we will
replace the card. (Our current fees are listed on our website).
2.8) Can I suspend swimming lessons?
Yes absolutely. You can suspend your swimming lesson enrolment
for a minimum of 14 days and a maximum of 28 consecutive days
during the Summer no-lesson period in December and January. You can
also suspend for a minimum of 14 days and a maximum of 28
consecutive days each calendar year during lesson periods (for
reasons such as holidays, school camps, or if you just want to take
a break). Please note there is a nominal suspension fee of $5.00
per fortnight payable in advance by direct debit.
To suspend, simply notify us by email, or in writing, giving 14
days' notice and include the start and end dates of the
suspension.
We will consider retrospective (backdated) suspension requests
due to medical reasons only. To apply for a medical suspension,
notify us by email or in writing, with a supporting medical
certificate. However the start date of the suspension for backdated
requests must not be any earlier than 4 weeks before we receive
your application. If we approve the medical suspension, we
will put a credit to the value of the missed lessons on your
account minus suspension fees. This credit can only be used for
swim lessons. We are not able to provide cash refunds. If we do not
approve the medical suspension, we will write to you and explain
why. Inform us if the student is not able to return at the end of
the suspension period. We will remove them from the class and
do our best to re-enrol them into a suitable class when they are
able to return.
If your suspension is for 14 or 28 days and does not align
exactly with our direct debit payment dates, we will reduce debit
payments in 2 week blocks instead of charging you pro rata amounts.
Standard fees will start again immediately after the end date of
the suspension.
2.9) Make Up Lessons
A great way to make up for a class when a student has been
unable to attend a swim lesson, or their swim lesson falls on a
public holiday (and their swim enrolment is not suspended).
Students can attend up to four (4) make up lessons per year. (If
make-up lessons are not used in a year, they are not carried over
to the following year).
Special make-up lessons are held (usually during the first week
of school holidays and 1 weekend during the school term). We
will publish a make-up lesson timetable on the Aquarena website or
please ask one of our Teachers In Charge (TIC).
Please book make-up lessons by contacting reception or the
Teacher In Charge on pool deck. We also encourage students to
practice aquatic skills outside of lesson times by taking advantage
of free access to swimming pools.
Please note: We will endeavor to assist with all requests,
however we cannot guarantee a place in make-up lessons. We do not
offer compensation if a make-up lesson is full, the dates/time of
make-up lessons do not suit you or you do not attend a booked
make-up lesson.
2.10) Do parents need to participate in
lessons?
A parent or another adult is required to participate in the
following classes: Periwinkle, Minnow, Starfish, and Tadpole. For
children and those with additional needs (please see below), we ask
that an adult is close by watching lessons and encourage mobiles
and books are put away to support their enjoyment and safety.
2.11) Do I need to stay and watch?
For Lessons:
You or another responsible parent/guardian must accompany
students under ten (10) years old into the centre and stay close
by, within view of the swimming teacher, in case your
assistance is needed (e.g. if your child needs to go to the toilet,
or becomes ill, or the lesson is cancelled due to teacher illness
or emergency). It's also a great way to celebrate the improvements
of each child, we ask that mobile phones and books are put away
during this time.
For Swimming Outside of Lesson Times:
Children under ten (10) must be accompanied into the centre by a
responsible person 16 years or older. They must be constantly and
actively supervised. We ask that they are positioned so they have a
clear view of the child with no physical or structural barriers
between them/you and the child.
For children over ten (10) parents must use their knowledge of
the child's swimming ability and general development to determine
the level of accompaniment and supervision required.
Children under five (5) years old must be accompanied into the
centre by a responsible person 16 years or older. They must be
constantly and actively supervised during recreational play within
arm's reach.
2.12) Are the teachers qualified?
All of our swimming teachers hold Austswim qualifications and
have the opportunity for regular development.
3. Detailed stuff
3.1) Health Risks
If you believe that swimming lessons might risk the health of
the student, you must tell us in writing with full details. We may
require you to provide a letter from a doctor, indicating that the
student is fit to do swimming lessons, before the student can begin
or continue their lessons. We thank you in advance for your support
and understanding.
3.2) Managing Infections and Illnesses
Students are not to attend swimming lessons if they have an
infection or illness that requires them to be excluded from school
or childcare. (Please see http://ideas.health.vic.gov.au/bluebook.asp
for exclusion guidelines)
3.3) Can I take photos?
Please speak to the teacher at the start of the lesson if you
would like to take photos of your child in swim lessons. The
teacher will arrange a photo opportunity at the start or end of the
lesson. To protect the privacy of others, you must not take photos
of other people without their consent or other children without
their parent's consent. Mobile phones, video cameras or cameras are
not allowed to be used in changerooms and we appreciate your
understanding in regards to
this.
3.4) Safeguarding Children and Young People
We have a range of policies and procedures to keep children and
young people safe. These policies are available at
www.aquarena.ymca.org.au. Staff are required to report any
disclosures or concerns about the safety or wellbeing of a child or
young person. We also encourage parents/guardians to report any
concerns relating to the safety or wellbeing of their child(ren) or
young person. This can be done by:
a) speaking to our
staff or
b) contacting the YMCA Manningham
Child Protection Officer Ph:9848 0000
Email: aquarena@ymca.org.au,
Mail: Aquarena Child Protection Officer, 139-153 Williamsons
Rd, Doncaster 3108
3.5) GST
All fees are GST inclusive where applicable
3.6) If any part of this agreement is or
becomes legal, void or unenforceable, the rest of the agreement
will still be valid
3.7) Some other important stuff:
We are committed to staff and customer well-being and safety. We
therefore ask:
• Please treat staff and other customers with courtesy and
respect. We do not tolerate behavior that is abusive, harassing or
bullying or threatening
• Please follow staff directions and centre rules as outlined in
writing and on signage. Your safety and comfort is our
priority.
• Please be honest and accurate in your dealings with us. We
promise to do so with you.
3.8) Refusing entry and/or Instant
cancellation
We can refuse entry to anyone (we don't like doing that though),
including students and their parents or guardians, if they act
unreasonably or do not follow the important stuff. We will
endeavour to issue a warning, but this isn't always possible under
extreme circumstances.
We may cancel this agreement (and therefore your swim lessons)
if you or the supervising person or the student behaves in a way
that we believe is unsafe or seriously inappropriate such as:
- Acting in a way that risks the safety of yourself or
others
- Threatening , bullying, harassing or racially vilifying
others
- Using illegal drugs
If this has occurred, you will need our approval before you can
enroll into swimming lessons again. Should this occur and you
would like to be reconsidered, please write to the YMCA Manningham
Inc. CEO, care of Aquarena, 139-153 Williamsons Rd, Doncaster 3108
to seek approval to book into swimming lessons again.
3.9) Liability
To the extent permitted by law, YMCA of Manningham and the City
of Manningham shall not be liable for any direct, indirect or
consequential injury, loss or damage whatsoever and however rising.
YMCA of Manningham and the City of Manningham are not responsible
for lost or stolen items or damage to property or vehicles.
Acknowledging the risks, you agree to use Aquarena at your own
risk.
3.10) Privacy
YMCA Manningham acknowledges and respects the privacy of
individuals. To view the YMCA Manningham Privacy Policy which
describes how we may collect, use and disclose your information,
please visit www.aquarena.ymca.org.au
3.11) How to contact us in writing
If you wish to notify us in writing about anything relating to
this agreement, please email:
aquarena@ymca.org.au
or mail: Aquarena Aquatic and Leisure Centre 139-153 Williamsons
Rd, Doncaster,3108
3.12) Definitions
Agreement means the direct debit request
service agreement between you and us
Aquarena or Centre, means Aquarena Aquatic and
Leisure Centre, 139-153 Williamsons Road, Doncaster, 3108
Aquarena's website means
www.aquarena@ymca.org.au
Account means the account held at your
financial institution from which we are authorized to arrange for
funds to be debited.
Day means a day other than Saturday or Sunday
or public holiday listed throughout Australia
Debit Day means the day that payment by you to
us is due
Direct Debit request means the direct debit
request between us and you
You means the customer who is signing the
agreement
Your financial institution is the financial
institution where you hold the account that you have authorized us
to arrange debits
Student means child or adult identified as
"student" on the Direct Debit Request Service Agreement Form
YMCA of Manningham, "Us" or "We" means YMCA of
Manningham Inc, ABN: 18 148 685 455