Duck N Dive Ltd – Terms and Conditions 2026
1. Booking and Payment
All swimmers must complete an online enrolment form via the Client Hub when booking. This ensures we have accurate contact details for re-enrolment, posting awards, and communicating any lesson cancellations.
By booking, you accept these terms and conditions, forming a binding contract between you and Duck N Dive Ltd.
Lessons renew automatically each half term unless you notify us in writing that you wish to stop. We require four weeks’ notice via email to info@dndswim.co.uk. If notice is not given, the following month’s payment remains payable. Any cancelled Direct Debits will be referred to our collections team.
Monthly payments are processed on the 27th via GoCardless, our secure payment partner. New swimmers joining mid-term must pay upfront by BACS for the remainder of the half term, then transfer to GoCardless once the new term begins.
2. Late Payments and Arrears
GoCardless will notify you 5–10 days before each payment is taken. This serves as your payment reminder.
Payments not received by the due date will incur a £5 late fee, added to the following month’s invoice. Repeated late payments may result in lesson suspension until full payment is received.
If you’re experiencing financial difficulty, please contact us — we will always do our best to support you and find a workable solution.
3. Refunds and Cancellations (by you)
A one-month notice period is required for all cancellations. If you cancel mid-term, no refunds will be issued, and fees remain payable for that month. Outstanding balances may be passed to a collections agency if Direct Debits are cancelled prematurely.
Refunds are not provided for missed lessons due to illness or holidays. Due to capacity limits, we cannot offer catch-up lessons.
If a long-term illness or emergency affects your child’s attendance, please contact us to discuss possible arrangements.
Children must not attend lessons with contagious conditions such as ear infections, diarrhoea, vomiting, chickenpox, verrucas, or similar illnesses.
Please ensure your child does not eat within 30 minutes before their lesson — sickness in the pool causes immediate closure.
4. Pool Closures or Cancellations (by us)
If lessons are cancelled due to staff shortage, venue emergency, or pool closure, fees will be credited or refunded for the missed session(s) on to the following months payment.
For planned closures or maintenance, we will notify you in advance and, where possible, offer an alternative venue.
All cancellations will be communicated promptly via SMS or email—please ensure your contact information in the Client Hub is up to date.
5. Awards and Assessments
You can track your child’s progress through the Client Hub, updated within 24 hours of each lesson.
Formal progress reports are issued at the end of the Winter (December) and Summer (July) terms.
Official Swim England badges can be purchased for £5 each via info@dndswim.co.uk or through the Client Hub.
If your child passes a stage mid-term, they will move to the next level at the start of the next term, subject to space availability.
6. Parents and Swimmers
Duck N Dive operates strict running times. Children arriving more than 5 minutes late will not be admitted, as warm-up has been missed and it causes disruption to the class.
Each venue has specific pool rules, which will be provided on enrolment or upon request. These must be followed at all times.
- No food or drink (other than water in a non-glass bottle) is allowed poolside.
- Parents must remain on the premises while lessons are running, but we encourage you to relax in the venue’s bar area where available — this promotes swimmer independence and progression.
- Swimmers must always follow instructor direction. Disruptive or unsafe behaviour may result in removal from the programme if necessary for the safety and wellbeing of others.
7. Changing Room Policy
As per Swim England guidelines, swimmers aged 8 years and over must use the changing facilities appropriate to their gender.
For swimmers with special educational needs (SEN) or disabilities, reasonable adjustments will be made to support privacy, dignity, and safety.
Full details are set out in our Changing Room Policy, which is reviewed quarterly and available upon request.
8. Communication
You can contact Duck N Dive via:
Admin Managers: Emma and Lucy — as both also teach, responses may be delayed during lesson hours.
Office Hours:
- Monday–Friday: 8:00am–4:00pm
- Saturday: 8:00am–11:00am
- Sunday: Closed
Supporting Your Child’s Learning
As a parent or guardian, you play a key role in your child’s swimming development:
- Respect pool and safety rules — they protect all swimmers.
- Understand that swimming progress varies; each child learns at their own pace.
- Talk positively with your child about lessons and encourage effort over outcome.
- Avoid interacting with your child or instructor during lessons — direct communication is best handled via email afterward.
- Praise progress, raise any concerns privately after lessons, and ensure your child is prepared with the correct swimwear.
We appreciate your cooperation and the trust you’ve placed in us to help your child become a confident, happy swimmer.
9. Child Protection
Our Designated Child Protection and Safeguarding Officer is:
Emma Rudge
Duck N Dive Ltd follows Swim England’s Wavepower Safeguarding Policy and is committed to providing a safe environment for all swimmers.