Everything You Should Consider When Crafting Your Policies
1. Make-Up Lesson Policy
Make-up lessons are often the most debated topic in swim schools. Parents appreciate flexibility, but without structure, offering unlimited or loosely defined make-ups can overwhelm your team and hurt class planning.
Things to Consider:
- How much notice must a parent give to be eligible?
- Is there a cap on how many make-ups a student can book per term?
- Will missed lessons be forfeited or credited?
- Can make-ups be booked across multiple locations or only at the original venue?
- How long do make-ups remain valid?
Best Practice Tip:
Offer limited make-ups per term and require advance notice. Make it clear they’re subject to availability and not guaranteed.
2. Cancellation Policy
Cancellations impact your revenue and planning. Your policy should clearly define the commitment parents make when enrolling.
Things to Consider:
- Are families committing to a full term, a rolling subscription, or a set number of weeks?
- What is the minimum notice period for cancelling a term or ongoing enrolment?
- Are refunds available if a child withdraws mid-term?
- Do you offer exceptions for medical reasons?
Best Practice Tip:
Structure enrolment in term blocks and require written notice (e.g., 14 days) before the next term to cancel. Consider requiring a valid medical certificate for mid-term withdrawals.
3. Missed Lessons Policy
This policy should support your make-up lesson rules, but also stand alone to set expectations.
Things to Consider:
- Do parents need to inform you if their child is absent?
- Will missed classes without notice be eligible for any recovery?
- Are absences due to illness treated differently?
Best Practice Tip:
Make it clear that missed lessons are forfeited unless notice is provided. This encourages communication and reduces last-minute no-shows.
4. Payment Terms & Failed Payments
Your terms should clearly explain how and when families are charged, as well as what happens when payments fail.
Things to Consider:
- Do you use upfront, weekly, or fortnightly payments?
- Are payments processed automatically (e.g., via direct debit)?
- What happens if a payment fails—are there fees or grace periods?
- Do lessons continue if payments are overdue?
Best Practice Tip:
Automate payments and include a small admin fee for failed transactions. Make it clear that enrolment may be suspended for non-payment.
5. Suspensions and Credits
Life happens—kids get injured, families travel. Having a fair and consistent approach to suspensions and credits can prevent difficult conversations.
Things to Consider:
- Do you allow suspensions? If so, what’s the minimum or maximum time?
- Is there a fee to suspend enrolment?
- Do you issue credits for missed time, and under what conditions?
- How long are credits valid?
- Are credits refundable or transferable?
Best Practice Tip:
Offer suspensions only for extended absences (e.g., 2+ weeks) and require advance notice. Limit the use of credits to future lessons within a defined timeframe (e.g., 6 months).
6. Public Holidays and Closures
Public holidays and planned breaks should be clearly addressed.
Things to Consider:
- Are lessons held on public holidays?
- Will they be automatically rescheduled, credited, or forfeited?
- Are there seasonal closures (e.g., over Christmas)?
- Do these breaks impact billing?
Best Practice Tip:
Close on public holidays and either reschedule or exclude those days from the invoice. Clearly communicate planned closures in advance.
7. General Behaviour and Facility Use
To keep your environment safe and enjoyable, outline expected behaviour for both children and parents.
Things to Consider:
- Are children supervised before and after class?
- Are there rules for using changing rooms, showers, or other club facilities?
- What behaviour would result in dismissal from the program?
Best Practice Tip:
Include a short section on respectful behaviour, supervision expectations, and any limits on use of the facility (e.g., spas, saunas, or gym equipment).
8. Liability and Risk
While this section is typically standard, it’s essential for managing expectations around safety and responsibility.
Things to Consider:
- What risks are associated with participating in lessons?
- Who is responsible for children outside of class time?
- Is the swim school liable for lost property or injuries?
Best Practice Tip:
Have a clear liability disclaimer reviewed by legal counsel. Use simple language where possible to help families understand their responsibilities.
Final Thoughts
Terms and conditions should never feel like an afterthought. They are the foundation of a smooth, respectful, professional relationship with your swim families.
Keep them:
- Clear and concise
- Consistent with your business model
- Easily accessible (e.g., website, enrolment form)
- Reviewed annually for relevance and legal compliance
Done right, your terms and conditions don’t just protect your business—they also build trust with your community.