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LESSONS & COURSES AT OUR FACILITIES
Cancellations and Refunds:
Summer Outdoor Lessons
Lesson packages are non-refundable, effective immediately, but may be transferred to a new or existing client. There are no make-ups or refunds for lessons that are missed for any reason (travel, illness, etc.). Rescheduling, with at least 48 hours notice, may be requested for certain outdoor facilities (i.e. instructor's home pools), but is not guaranteed. Lessons that can not be changed will not be refunded or credited.
Should Marlin Swim Academy need to cancel a lesson due to extenuating circumstances, every effort will be made to provide a make-up lesson. If a make-up lesson is not possible, a credit will be issued.
Indoor Lessons
*NOTE: The session start is usually a Monday.
Lessons may be cancelled up to 7 days prior to the session start for a refund minus a 4% administrative fee or full credit. Lessons cancelled within 7 days of the session start are non-refundable and will not be credited, but may be transferred to a new or existing client.
First Aid Courses
First aid courses must be paid for up front for all candidates and are non-refundable. Private courses may be rescheduled within 6 weeks of the original booking, if requested 48 hours in advance. We appreciate your understanding that course material, including any manuals and individual-use first aid items, are ordered from the supplier in advance, specifically for your course.
Advanced Leadership Courses
Advanced Leadership courses must be paid for up front for all candidates and are non-refundable. Private courses may be rescheduled within 6 weeks of the original booking, if requested 48 hours in advance. We appreciate your understanding that course material, including any manuals and individual-use first aid items, are ordered from the supplier in advance, specifically for your course.
Absence/Make-up Lesson Policy:
Missed Lessons
In general, lessons missed for any reason (illness, travel/vacation, traffic, schedule conflicts, etc.) will not be refunded or made up at a different time. Lessons cancelled by MSA due to extraordinary circumstances will be made up or credited where applicable.
The Marlin Swim Academy Difference
If you know you will be absent, please let us know in advance! Providing early notice opens up a spot for another student who has requested a make-up class.
How it works: If you miss a lesson, you may request a make-up class in an open spot created by another student's advance absence.
Notes:
Make-up classes are only available during the current session. They cannot be carried over, rolled into future terms, or converted into refunds/credits.
Make-up spots depend entirely on other clients reporting their absences as well as instructor schedules and are not guaranteed.
Substitute Instructors
If your instructor will be absent, Marlin Swim Academy will make every reasonable attempt to provide a substitute instructor. Where a substitute instructor cannot be provided, a credit will be issued for the class. Refunds or credits will not be issued where a substitute instructor is available. In rare circumstances, a make-up lesson may be provided for our Swim to Thrive students, subject to the details in "The Marlin Swim Academy Difference" above.
Supervision Policy:
Parents are required to stay on site for the duration of their child(ren)'s swimming lesson(s) and may not leave the facility at any time. All children in the facility must be supervised at all times by a parent or guardian 18 years of age or older.
Toileting
If your swimmer requires assistance using the washroom once the lesson has started, it is the responsibility of the parent/guardian to take them from the lesson and return them when they are finished. The instructors will not leave the lesson to take anyone to the washroom. Please be sure you are within call if your swimmer is not able to find and use the washroom without assistance.
Attendance Policy:
*For advanced leadership and first aid courses only*
100% attendance is required in order to achieve a certification. By missing any or part of the instruction or practical evaluations, for any reason, the candidate will not successfully complete the course.
No refunds or make-up time due to missed time or an incomplete (failed) course.
Terms and Conditions subject to change without notice.
AT-HOME LESSONS
Refunds:
Lesson packages are non-refundable, effective immediately.
Rescheduling:
You may request to reschedule your at-home swimming lessons up to 48 hours before the start time. Rescheduling outside of the 48 hours window is subject to instructor availability and is not guaranteed. Once lessons are booked, a refund will not be provided if rescheduling is not possible due to instructor/client schedule conflicts.
If you have booked as a part of a group, due to the discounts MSA offers, the whole group will need to change their lesson to another day, if instructor availability allows.
Missed Lessons/Cancellations:
If the lesson is missed for any reason (no show, illness, vacation, etc.), within 48 hours, the lesson will not be made up and no refund will be issued. Should Marlin Swim Academy need to cancel for unforeseen circumstances, every reasonable effort will be made to provide a substitute instructor. If this is not possible, a credit will be issued for the missed class.
Inclement Weather:
Thunder, Lightning or Heavy Rain
The risk of signing up for outdoor programs is that the weather may not cooperate. Marlin Swim Academy does not cancel lessons in advance due to weather. Your instructor will contact you, should they deem it necessary to reschedule. Should you decide to cancel in advance, a make-up lesson will not be scheduled and no credit will be issued.
Lessons may be delayed if thunder is heard within 30 minutes of your start time. Schedule delays are subject to instructor discretion. We appreciate your patience and flexibility as they work through the day. If your lesson will be delayed, your instructor will contact you.
Make-up lessons will be offered if there is inclement weather, subject to instructor availability. If your instructor is not available to reschedule, a substitute instructor will be requested for a later date. If a substitute instructor is not available, a credit* will be issued. At-home lessons are non-refundable.
Should inclement weather arise during the lesson and the lesson is less than 50% complete, the remaining time will be made up another day. Lessons are considered complete if more than 50% of the lesson time is finished, or if it is the last lesson.
Heavy rain is defined as rain that impedes the safe conduct of a swimming lesson, including but not limited to: visibility, sanitation (i.e. water level too high), or infringement on quality of learning or instruction.
*NEW: Poor Air Quality
Marlin Swim Academy monitors the Air Quality Health Index (AQHI) using the Environment Canada website. This policy is not applicable to indoor programming. Marlin Swim Academy does not cancel lessons in advance due to weather. Your instructor will contact you, should they deem it necessary to reschedule. Should you decide to cancel in advance, a make-up lesson will not be scheduled and no credit will be issued.
AQHI 1–6: All outdoor programs will proceed as scheduled.
AQHI 7–10: Outdoor fitness classes will be cancelled. Lessons may proceed or be rescheduled at your instructor's discretion, based on their assessment of personal prolonged smoke exposure and/or requests from clients with known respiratory conditions**.
If your instructor needs to cancel a lesson during an AQHI of 7–9, every reasonable effort will be made to reschedule the lesson or provide a substitute instructor, at a later date, within the current session. If a make-up lesson cannot reasonably be arranged a credit* will be issued. Refunds will not be provided.
AQHI 10+: Outdoor programs will be cancelled.
These cancellations are considered Inclement Weather Closures and are subject to our existing Inclement Weather Policy. No refunds will be issued. Marlin will make reasonable efforts to schedule make-up lessons where operationally possible, or provide a credit*.
Client Pool Criteria:
If an instructor arrives to a lesson and finds the pool to not meet the requirements (minimum temperature, filtration and/or cleanliness), the instructor will not enter the water but may teach from the side, at their discretion. If the swimmer requires assistance in the water, a parent will be required to be in the water. If supervision requirements cannot be met, the lesson(s) will be cancelled and no refund or make-up lesson will be provided.
NOTE: Please be sure to check your pool's filtration following heavy rain and power outages. It is also recommended to check the weather the day before your lessons to you can adjust your pool's heat settings, if necessary.
*Credits: Marlin Swim Academy does not guarantee program availability, such as at-home swimming lessons. If you are issued a credit, it may be used for any MSA program, but not refunded.
**Respiratory Conditions: Clients with known respiratory or other medical conditions that may be affected by poor air quality may request to reschedule an outdoor lesson during periods of poor air quality. Requests should be made as early as possible.
Terms and Conditions subject to change without notice.
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