Refund policy

Terms and Conditions/Refund/Return Policy

Training courses :

1. Altering course dates and cancellations                                                             The Swim Surgery reserves the right to alter course dates should it be necessary due to illness or other unforeseeable reasons. We also have min. numbers for each course which need to met for them to go ahead. Where this happens we will endeavour to give as much notice as possible and will offer you alternative or a refund. We are not responsible for any additional costs incurred, including but not limited to travel, accommodation, or childcare.
2. On Open Water courses we can not control the weather and should weather, sea conditions or water quality mean the practical is cancelled, we will offer you forward date options to attend. A refund will not be given as this is beyond our control. We are not responsible for any additional costs incurred, including but not limited to travel, accommodation, or childcare.

2. Cancellations or amendments                                                                                Should you wish to cancel or amend course booking dates the following will apply. All refunds or amendments exclude a £25 administrative fee per additional invoice generated and if your e-manual has been issued the cost of the e-manual with be deducted.

a. 12 weeks notice or more - 100% refund.

b. 8-12 weeks notice - 50% refund

c. 6-8 weeks notice - 25% refund

d.  Less than 6 weeks notice - 0% refund.

If approved, you’ll be automatically refunded on your original payment method within 10  business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jeremy@theswimsurgery.co.uk

3. Pre-requesties                                                                                                            For the majority of courses there are pre-requisites needing to be completed. These could be:

a. Providing ID

b. Providing certificates from other courses/qualifications

c. Providing witness statements

d. Anything else deemed necessary as laid out by the Awarding Organisation or The Swim Surgery. 

All pre-requesties are laid out clearly on course advertising and again in the google classroom when set by the Admin Manager for the course to learners individually. It is the learners responsibility to ensure these pre-requisites are provided by the date stated in the google classroom. Should a pre-requisite not be provided the Admin Manager for the course will chase for this and escalate to the Director of Education as needed. Failure to provide a pre-requestie in line with the deadlines set by the Admin Manager will be classed as the learner cancelling their place on the course and the above refund conditions set in no.2 will apply.   

4. Amending dates by Learner                                                                                      Once training has commenced it is not usually possible to amend training dates or times however, we will always endeavor to work with clients to meet their needs, should the unexpected occur based upon a standard £150 per additional full days training required or £80 for half a day or part thereof.

5. Amending dates when a learner has not completed work product  or not meeting required standard. 

Swimming Teacher/Coaching Qualifications

On some qualifications there is work product, such as lesson/session plans to complete before the practical. It is vital these are completing before by the deadlines set by the tutor so they can be assured you have planned well before you teach participants. If you fail to complete the work product to the required standard, the tutor and/or The Swim Surgery reserve the right to refuse your ability to partake in the practical elements. This would involve the possibility of your being transferred to a future practical. Should this occur we aim to avoid charging you full price again and instead with charge you £150 for the transfer. 

RLSS NPLQ Lifeguard

On the above course sometimes learners do not meet the required standard of practical ability to continue the course or be entered into the assessment. On these occasions the tutor and/or THe Swim Surgery reserve the right to advise you not to continue the course at this point or you are not being entered into the assessment. Should this happen we will advise as to what needs to be improved, such as swimming ability, to be able to transfer to a future qualification. A transfer fee will be applied:

1. If you have been advised to not continue the qualification and advised to work on skills/swimming and attend a future course - £120
2. If you are not being entered into assessment but have attended the whole qualification - £50. If you need extra tutoring the above no. 1 applies. 

6. Organisations block booking                                                                                      For organisations block booking learners, an invoice will be issued before the course start date, this should be settled before the first date of the course. Learners will not be booked on until invoices are paid. Should learner numbers change the following will apply:

a, No refunds will be offered should learners not all turn up. 

b. Should more learners than expected arrive then The Swim Surgery reserves the right to turn away additional learners unless written agreement is received that any additional fees will be paid.

7. Transferring courses                                                                                                  Any learner wishing to transfer to a future set of course dates and giving at least 6 weeks notice will incur a £25 admin fee. Should there not be places on the future course date then the conditions of refund laid out in no. 2 will apply.  

8. Illness or Missed Sessions
Learners are expected to attend all scheduled course dates and times this is it due to our courses being regulated qualifications. Due to the structured nature of our programmes and the assessment requirements set by awarding organisations, any missed sessions—whether due to illness, personal circumstances, or other commitments—will result in removal from the course. Unfortunately, we are unable to offer refunds. Transfers will be discussed on  an individual basis however The Swim Surgery are under no obligation to provide forward training. 

Products:

1. Refund Policy                                                                                                      We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
   
   To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
   
   To start a return, you can contact us at jeremy@theswimsurgery.co.uk. 
   
   If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
   
   

2. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3. Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

6. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10  business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lynn@theswimsurgery.co.uk

Host /Host Swim School Charges due to faliure to meet obligation

We always aim to work with our hosts/host swim schools to put on amazing courses which everyone benefits from.

Hosts. Host swim schools for swimming teachers courses are offered incentives to host courses these can include discounted places or free places. These come with the conditions of providing any of the following:

1. Classroom
2. Pool space including adequate time for lessons
3. Participants for trainee teachers to teach

This will all be laid out clearly by the Tutor and/or The Swim Surgery ahead of the course. Should the host swim school failure to meet their commitment the following may occur:

1. Free spaces or discounted places cancelled
2. Learners from the host/host swim school will be delayed being assessed ( maybe due to lack of swimmers)
3. Charges incurred by The Swim Surgery  (such as needing to fund extra staff) will be invoiced to the host/host swim school. 
4. In extreme circumstances if the course has to be cancelled due to the host/host swims school's failure to meet their commitment then The Swim Surgery will pursue claiming back all costs from the course incurred. 

Please note we do not run our courses on min numbers set out by awarding organisations for swimmers and therefore swimmers must be booked in as per instructions from the Tutor and/or The Swim Surgery. 

On lifesaving /first aid qualifications some of the above may apply and a discount or free spaces offered in exchange for facility use. The same charges will apply if the host does not meet their obligation. 

Please discuss any of the above at time of booking with The Swim Surgery.