Terms & Conditions

H2O Events Enterprise Limited

Terms and Conditions

1.     Information about us and how to contact us

1.1             Who we are: We are H2O Events Enterprise Limited (H2O), a company registered in England.

1.2           Please read these terms and conditions carefully. These terms and conditions will tell you who we are, how we will provide services to you, what to do if there is a problem and other important information.

1.3           How to contact us: You can contact our office by phone, email or social media. Our contact details can be found on our website: https://www.h2oss.co.uk/contact-us

1.4           How we may contact you: If we need to contact you, we will do so by phone, email or in some cases SMS. We may also write to you at the postal address you provided us with when you booked, this will mainly include certificates that we have been unable to provide during the lesson/presentation time.

2.    What we do

2.1           Swimming Lessons: H2O provides swimming lessons to customers of all ages and abilities, including a range of educational needs. All of our teachers are qualified to a nationally recognised standard. It is important to recognise that each learner’s development is unique, we cannot guarantee a rate of progress in our swimmers. Once committed to the H2O programme, we commit to our swimmers and we will do everything we can to help our swimmers progress through our programme. It takes time to build trust, please allow us time to establish a relationship and create the comfort needed to build a happy and comfortable swimmer. We cannot stress the importance of maintaining regular attendance. 

2.2          Products: H2O provide a range of products which aim to support the learner to swim. 

2.3          Resources: H2O provide a range of educational resources to support the learning journey of each swimmer away from their lesson. 

3.    Lesson Fees – General Terms

3.1           H2O currently offer two ways to pay, depending on the activity which learners are booked onto:

3.2          Pay Monthly Group Lessons: Monthly payments made on the 1^st of each month, covering that months lessons. H2O lessons take place 50 weeks of the year and cost £7.92 per lesson, payments are based on a pro rata system whereby you pay a monthly fee of £33. 

3.3          Private Lesson Block Payments: Private lessons are paid for in blocks of 10 weeks. H2O lessons take place 50 weeks of the year and costs vary depending on how many learners attend (maximum of 4 learners). Holidays are taken into account; therefore, you only pay for the lessons you attend that month. 

3.4          Pay Monthly Payments: Ability to cancel at any time with a calendar months notice. All cancellations must be sent in writing to admin@h2oss.co.uk. We are not permitted to refund any payments should you wish to leave prior to the calendar months notice.

3.5          Swim Camp & Crash Course Payments: All course fees must be paid in full in advance of the start date of a course via the Class4Kids link which will be sent by our admin team upon booking.

3.6          Swimmers will not be allowed to participate in any swimming lesson until the fees are paid in full.

3.7          Any lessons paid for, but not taken within a period of 6 months will be deemed to have been taken at which time there will be no refund offered. 

3.8          Our payment schemes offer worry free automatic reenrolment on the next course, meaning each leaners place within the class is secure.

3.9          We will notify you of any changes to the monthly amount at least 30 days before it is due to change. 

3.10       Payment can only be made via each learners account.

4.    General Terms

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

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

4.3          You must note that once you have used credits purchased to book a lesson you will lose your rights to change your mind, even where the 14 day period is still running.

5.    Cancellation and Refund Policy

5.1           Prior to the commencement of a course of H2O lessons, you have the right to cancel without charge by giving no less than 24 hours’ notice by calling or emailing the H2O office.

5.2          Notice of cancellation by you of a course within 24 hours of the commencement of that course of lessons will result in the full fee being due to H2O.

5.3          Once a course has commenced, no refund is permitted in the event of non-attendance. 

5.4          Any lessons paid for, but not taken within a 4 month period will be deemed to have been taken at which there will be no refund offered.

5.5          Notice of cancellation must be made via phone or email to the H2O office. 

5.6          Please note that a message left on an answer phone or voicemail is not considered as satisfactory notice.

5.7          In the result of the pool being closed due to adverse weather conditions, accidents within the pool, problems with the pool plant system, H2O will inform you with as much notice as possible. A credit will be applied to your account or, if possible, a catch-up lesson will be offered, this will be decided by the H2O office dependant on spaces available for catch-up lessons. If the pool is open, our lessons will go ahead. Where a lesson does go ahead and you don’t attend we will not credit any missed lessons. 

5.8          Group Lesson Catch-Up: You have the right to use 4 catch up lessons within the calendar year for any lessons missed due to illness, holiday, etc. 

5.9          If more than 4 lessons are missed within a calendar year, the learner will not be entitled to further catch up lessons or a refund. 

5.10       Catch up lessons must be booked through the office and can be booked no longer than 7 days in advance. 

5.11         There is no catch up for a missed catch up lesson. 

5.12        Due to high capacity of swimmers, we may not always be able to guarantee a catch-up lesson.

5.13        Private Lesson Catch-Up: As we can schedule in holidays for private lesson swimmers without additional charge, a catch-up lesson would not be necessary. 

6.    Swimmers Medical Details/Additional Support Needs (ASN)

6.1           At H2O, swimmer Medical Details and Additional Support Needs (ASN) information are essential for the safe running of our classes and for reference in emergency conditions. Adult swimmers, parents and carers of swimmers under 16, are reminded that it is their responsibility to supply up to date, relevant Medical Details and/or ASN information upon sign-up or as soon as any changes in Medical Details or ASN happen. If the swimmer is under 16 years of age their parent or guardian should provide these details on their behalf. 

6.2          H2O will not be liable in any way should details have been completed inaccurately or incompletely.

6.3          H2O keep all records entirely secure and only accessible by specified individuals within the company.

6.4         All information obtained will be kept in accordance with all relevant data protection laws as are in force and in place from time to time, as well as in accordance to H2O’s privacy policy.

7.    Attending Lessons

7.1           All learners, parents, guardians, siblings or all other associates, must observe the pool entry riles and respect all other pool rules whilst in the pool. Pool staff shall retain the right to refuse admission and in such circumstance H2O will not be liable for, or offer, any refunds, credits or catch-up lessons for any missed lessons or classes. 

7.2          For health and safety reasons H2O request that all learners do not go onto the poolside more than 5 minutes prior to the commencement of their lesson (COVID-19 regulations may mean this will vary slightly – see policy).

7.3          No child will be released until they are collected by an appointed responsible adult. 

7.4         The responsible adult must remain in the pool premises and be contactable for the duration of the lesson.

8.    Teachers

8.1           H2O only work with independent swimming teachers who are fully qualified and have a current Enhanced DBS Disclosure from England and Wales, Disclosure Scotland and Access Northern Island. 

8.2          H2O will endeavour to provide consistency with teachers on a week to week basis for the instruction of Group and Private Lessons. 

8.3          The suitability and subsequent appointment of a teacher shall be at the absolute discretion of H2O at all times. 

8.4         Should a teacher start to teach a course but fail to complete the full course of lessons, which have been paid for, this will not constitute grounds for full or part refund of fees as long as H2O find a suitable replacement teacher to teach the remainder of the course. Should H2O not be able to find a suitable replacement teacher, 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 H2O to offer the alternative of a refund in such circumstances.

8.5          If you have concerns as to the conduct or suitability of a H2O teacher, please contact the H2O office who will discuss the matter with you and attempt to address any concerns you may have. 

9.    Behaviour

9.1           Given the dangers with swimming all those attending a H2O class or lesson, including the responsible adults and those attending with the responsible adult, must obey all instructions and commands issued by H2O, the instructor and any pool staff.

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

9.3          In such circumstance’s H2O shall then have the right to terminate the contract and the swimmer shall not be accepted for any future course organised by H2O. H2O shall refund any charges paid for courses not taken following termination.

10.  Condition of Premises

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

10.2       Whilst H2O will make all reasonable efforts to ensure that the condition of the pool premises including changing rooms, washing facilities, the pool and poolside area are in suitable condition, we do not accept liability for any injury to a swimmer which may be caused by any defect that H2O has no reasonable control over.

11.   Transmission of Infections

11.1          Any swimmers known to be or found suffering from an 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. H2O will not accept liability for any infection passed to a swimmer by another swimmer on the course or in the pool.

11.2         If the swimmer has Diarrhoea, they are highly infectious. As a result, they must not swim until 48 hours after symptoms have stopped.

11.3         COVID-19: You must not attend swimming lessons if you or your child is suspected of having or being in contact with someone who has tested positive for COVID-19. You must follow Government guidelines with respect of COVID-19 (more details can be found in our policy).

12.  Client Safety Rules

12.1         Swimmers must shower before entering the pool (this may change due to COVID-19 & shower facilities being out of action).

12.2        No swimmer should enter the pool area without a member of H2O staff being already present.

12.3        There must be no food or drink (accept water) in any of the pool facilities. Swimmers, siblings, parents and guardians are expected to observe all of the pool’s policies, including no-smoking policies. 

12.4       No outdoor shoes are permitted to be worn within the changing facilities and on poolside. This clause is in accordance with the pool’s own health and safety policy which allows for no exceptions.

12.5        It is forbidden under all circumstances to use mobile phones and/or audio-visual equipment in the changing rooms. Signs clearly state this policy. Under no circumstances should photos or videos be taken within the pool premises. If H2O has reason to believe you have breached this policy, we will remove you and any child you are attending with, from the lesson and you will not be permitted to attend any further H2O lessons. H2O also reserves the right to refer any matters of this nature to the relevant authorities. 

12.6        New COVID-19 rules are within our policy, it is your responsibility to read these accurately and ensure that they are followed at all times.

13.  Concerns/Complaints

13.1         We hope you will be delighted with our services:

13.2        Should you have any concerns or complaints regarding our services please email Hannah Powner (Director) at: Hannah@h2oss.co.uk 

13.3        Hannah will return contact via email or telephone, whichever she deems the most appropriate dependant on the circumstance.