FAQ - Program Administration

1. When are lessons run?


Monday to Friday
6:00am – 12:00pm
3:30pm – 7:30pm

7:00am – 12:00pm


Monday to Friday
9:00am – 12:00pm
3:30pm – 6:30pm

7:30am – 12:00pm

2. How do I book into lessons?

Customers can create a family profile on our customer portal & make a booking online for either center, HERE

Alternativley, please call our Unanderra Centre on (02) 4272 7272 or our Towradgi Centre on (02) 4285 1666. Our friendly customer service staff will determine whether an assessment needs to be conducted on your child before a booking can be made.

3. When can I enroll in lessons?

You can enroll in lessons at any point during the term. Your fees will be calculated from the first day you are enrolled. Once enrolled your booking is yours until you notify us otherwise. Bookings automatically roll over from term to term.

4. Do lessons continue during school holidays?

Our program is term based, meaning that most programs cease during public school holidays. Please note that the Unanderra Centre commences Term 1 in the first week of January.
For swimmers who like to continue to swim during the holiday period, we offer intensive holiday programs.
Our Centers are closed on public holidays, with fees adjusted accordingly.

5. What happens if I miss a lesson?

If you are unable to attend your lesson, your lesson is forfeited. There is no refund for cancelled lessons.
If eligible you will receive a make-up token to book into an alternative class within the next 45 days. Makeups not redeemed within this timeframe will automatically expire. Make up tokens will appear on your customer portal after the time of the missed class, not at the time of cancellation. Make ups are only available whilst you have an active booking. Once you withdraw from lessons any outstanding make ups are forfeited. 

Each booking within the mainstream Swim School perpetual program is eligible for 2 makes per month. 
Cancellation of your class must be received more than 60min prior to the start of the class. 
Make ups rely on other clients cancelling from their lesson and are only available if there is a suitable vacancy within the program. This is not guaranteed, especially during our busiest times. 

Notification of cancellation of your class and booking a make-up class can only be done online through the Customer Portal.

6. Withdrawing from the program

Two weeks notice is required when withdrawing from the program.  Withdrawal can be done over via the Customer Portal. 

7. Who should I talk to about my child's progress?

The best person to speak to about your child’s progress is one of our On Deck Supervisors. Our Supervisors are generally our most experienced teachers and are happy to discuss how your children are progressing.
Please do not interrupt teachers or coaches during lessons.

8. What do we need to bring

All swimmers

All swimmers are required to wear appropriate swimwear. Don’t forget a dry towel and warm clothes to change into after the lesson. Many children will be hungry after swimming so a small, healthy snack is also a good idea. Goggles can generally be introduced from around 2 years of age.


All children enrolled in our Babies Program are required to be double layered in a disposable swimmers nappy and a purpose fitted  “Happy Nappy” swim pant over the top.

Pre School, School Age and Above

Rashies and board shorts are generally not encouraged (except for our SwimSAFER weeks) as they can make learning to swim more difficult. Please ensure your child’s goggles fit correctly before the class. It is also a good idea to remind your children to use the bathroom prior to their lesson. Children with longer hair should wear a swimming cap or tie their hair back.

Mini Squads and Above

Swimmers in our Penguin level or above should bring their own fins (flippers) and a water bottle to each class.

9. Billing Autorisation Policy