Terms & Conditions Summary

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We are fully compliant with GDPR at all times. We only collect information necessary to sign up to our lessons & facilitate appropriate communication channels during your time at our school. All information is handled separately via CoursePro and GoDaddy (our customer management and communication systems) within strict GDPR compliance. No information is passed onto third parties & no information is stored at our facility. From the date of no longer taking part in our services, information is stored for a maximum of 6months. 

All information stored is confidential & only visible to our school manager.

• Big Fish Little Fish Swim School are under no obligation to provide refund or reduction to any services if you are unable to attend part or all of your monthly course payment period. 
• Should you opt to cancel within 30days of sign up, we will process refund for the remaining sessions you have not yet received.
• Should your swimmers absence be on medical grounds, we request a written GP/Doctors letter in order to process any form of refund/credit or reduction to monthly fee. 
• Big Fish Little Fish can only issue refunds/credits on serious medical grounds such as serious illness or serious injury/broken bones. In line with the above, we require written GP/Doctors note informing of illness/injury.
• Big Fish Little Fish have set closure periods during each working year - Feb Half Term - Easter half term - Summer Break - October half term - Xmas Break - These periods are not factored into our 43week working year and therefor are not refundable or deductible from the monthly fee as they have not been charged for. Each closure period dates are detailed within our swimzone area of the website, Holidays section & communicated via email ahead of every closure.
• Should Big Fish Little Fish need to cancel lessons due to standard circumstances of practice i.e. illness/equipment issues/injury - we will apply exact credit to your account which will reflect within your next months Direct Debit transaction.
• Should Big Fish Little Fish need to cancel lessons due to situations outside of reasonable control i.e. severe weather, power cuts, lockdowns, natural disasters, pandemics or any event completely out of our control, we are not obligated to provide refund as these are events are non-preventable with any level of mitigation.
• In the event of COVID-19 related closures i.e. lockdowns, Big Fish Little Fish will pause payment from the date of closure. Should closure start after payments have been processed, all payments unused will carry through to the return date. 

Big Fish Little Fish Swim School process all payment via Direct Debit. This system is created and handled by CoursePro (Fitronics/Fitronics Pay and London & Zurich). Upon receiving your swim space, you are required to complete a Direct Debit agreement before the space is confirmed and you are eligible for entry. 

• All direct debits process on the 1st of each calendar month. This is a fixed date & we are unable to change it. 
• Should your direct debit fail & we need to re-instate your direct debit, please note there is a small admin charge applied upon each new set up after failure. 
• Should your direct debit cancel without instruction we will take this action as your notification that you no longer require your space & you will not be eligible to gain entry. We will however issue a responsive email to that cancellation in case it has been an error of admin.
• All direct debit initial set ups will potentially carry a slightly higher fee than the standard monthly fee. This is due to the calculation of the remaining weeks of the working year, it is not an increase to your monthly fee & will resume back to the standard monthly fee the following month.
• All direct debit payments made cover lessons for that calendar month. 
• Should you join mid month, your initial fee will be calculated by the remaining number of lessons available to you in your starting calendar month.
• Should you opt to finish your lessons, we request 1months notice - taken from the date of notification.
• Should you opt to finish your lessons and do not notify us & payment processes, we are not obligated to provide refund per that amount. However, your swimmer will be eligible to attend lessons for the month that your payment has covered.
• Big Fish Little Fish are only obligated to hold spaces in the school/classes for swimmers on the basis that your Direct Debit has processed for that calendar month.
• Further details of the Direct Debit agreement & guarantee are visible upon your set up of your Direct Debit within the CoursePro home portal.

Big Fish Little Fish provide all visitors with Customer Guidance Volumes - each volume in active use reflects the current settings in place at our facility. Every visitor has equal opportunity to read, understand and question any element of the guidance to ensure they are happy with all settings prior to any visit. 

Please help us promote and maintain a family friendly atmosphere at all times.

• It is the responsibility of the parent/guardian of the swimmer to ensure any other family member or friend who may bring their swimmer to the lesson, that they are fully aware of all settings in place and provided the same equal opportunity to read, understand and question any aspect of the guidance ahead of their visit. 
• The visitor guidance covers all aspects of attendance from start to finish - we request all visitors comply with all elements of the guidance at all times.
• Any visitor actively not wishing to comply with the guidance in place for the facility may not gain entry. 
• Any visitor displaying abusive, abrasive, derogatory, violent, intimidating or discriminatory behaviour toward any member of staff or fellow visitor will be asked to leave & your swimming space will be revoked with immediate effect and no refund applied. 
• Please refer to your customer guidance pack to see all settings in place and all requirements of entry, health, kit required & systems of procedure in place.
• In the event guidance requires update, update will be applied & the new guidance will be issued to all visitors via email and be made available on our website in our safe swimming section.

During your sign up process we request all swimmers list appropriate medical information. Please ensure all medical details which may affect your swimmers performance, understanding, learning pathway or may result in immediate medical care administered are listed within your sign up process. If any conditions arise post your sign up process, please contact the admin team at your earliest convenience ahead of your next lesson. 

All medical details are confidential & only request to ensure the safety of your swimmer at all times. Additionally to ensure accurate inclusive learning takes place for your learners specific learning pathway and needs.

Big Fish Little Fish provide all visitors with appropriate amenities at our facility to enhance your visit; 

• Car Park: Our car park holds enough spaces for all visitors of both classes & both classes set to attend with 3 over flow spaces. We request all visitors only arrive in 1 car to park at our facility to ensure all visitors are able to find a space easily. If for any reason there is not enough spaces at our car park - please know, you are eligible to use Burneside Garden Centres car park to our rear during their operational hours. Please also note, you are not permitted to park outside MowerCare at any time operational or non operational.
• Changing Rooms: Each class entrance A/B has it's own changing area available for after your swimming lesson. Please use our changing rooms respectfully & do not leave any belongings in the cubicles. 
• Talc Powder: We respect some visitors may wish to use talc powder after their lesson; However due to the frequent misuse of talc powder in the changing rooms - we have taken the decision to no longer permit the use of talc.
• Gallery: Each class entrance A/B has it's own gallery area. Each gallery area has designated seating, this seating is numbered 1-5. Please ensure you follow the seating system as informed by your door attendant. If a door attendant is not available, please head to the furthest away available numbered seat. Please do not move your seat out of the marked area, this is to ensure social distancing if required (subject to settings at the time) & if social distancing is not required (subject to settings at the time) the spaced seating improves fire safety standards and therefor must remain in place. 
• Personal Belongings: Big Fish Little Fish are not responsible for your personal belongings or your car whilst in use at our car park. Our site does have active CCTV over the car park, any incident reported will result in review of the CCTV if required.
• Smoking/Vaping: Big Fish Little Fish is a zero smoke site - meaning no smoking or vaping is permitted on the facility at any time.
• Food Drink: Please ensure no food is brought into the gallery area/changing rooms & we currently only permit cold drinks to be consumed. Please ensure any empty bottles are taken away with you from the site.
• EAP (emergency action plan): In the event of an emergency, please follow all directions provided by the Big Fish dry team & all accompanying signage relating to safe assembly points.

Visitors are more than welcome to bring their mobile device to lessons,

 Please read below however for behaviour relating to mobile devices which is not permitted; 

• Any form of photo or video, anywhere in the facility: Due to understandable concerns for all visitors and staff we do not permit the use of the camera function on any mobile device in the facility;  Any visitor seen to be taking photos/video of the lesson or facility will be asked to leave the area of the incident to speak with management staff. Should management have concern toward the nature of the images taken, appropriate safe guarding procedure will take place & action taken may result in the loss of your space in the school.
• Taking phone calls: Should you need to take a phone call during your visit, please notify our dry side staff & they will guide you to a quiet and free area of the facility. Please do not take phone calls in the gallery, as the increase in voice volume may disturb our teaching staff, the learners in the pool or your fellow visitors in the gallery.
• Social Media: Should Big Fish Little Fish be aware of images/video uploaded to social media platforms without consent of the swim school, we reserve the right to contact the poster of the content and request immediate removal from the social platform.

Big Fish Little Fish provide all customers with comprehensive communications to ensure all information is readily available. Our communication methods are as follows; 

• Individual email: Should you require individual aid, our admin team will contact you via standard email or if you request a phone call, we will also place phone communication.
• Phone calls: Our answer phone system permits all customers to leave a voicemail at any time, should you request a call back or prefer email - we will get back to you as soon as possible. Should we require to speak with you quickly, we will place a call as our 1st contact and email as our second contact.
• Email Mass: In addition to our standard email service we also use a mass email service. This is for large scale information updates. If you miss an update for any reason, please feel free to contact us at any time & we will provide an information re-cap.
• CoursePro: This is our customer management system, CoursePro will send you communications in relation to action required for your class/payment. Communications via this method are automated & will provide all information you require to complete an action required or inform you of sudden cancellation.
• Social Media: Please note - we dot operate a social media platform, all our communication is delivered via our official methods of contact i.e. Website/Phone/Email/CoursePro. Should any information relating to lessons be communicated via social media, this is not official information and has not been provided by our company.
• Reception/Dry staff members: If you are at the facility & wish to speak with a member of staff, please locate one of our dry team. These team members are not in the water. 
• Please do not - speak with teachers in the water, it is more than likely they will be active with learners and any distraction may result in a potentially dangerous situation for the teacher or learners. If you have any information you wish to relay to the teacher, please inform a dry staff member and they will relay the information to the teacher at the most appropriate time.

Our team is very carefully picked & we only employ appropriate candidates for any role. 

Each role held by all staff members is performed to the highest of standards & every staff member will be more than happy to help at any time. 

• Dry Staff: These staff members can be found out of the water and will be on hand to aid all visitors at all times. 
• Management: Our school manager is on duty every shift ( If for any reason he is not on duty, please direct any questions to dry staff or send an email) - Michael is always happy to help & direct visitors with any aid they may require. 
• Teachers: All teachers are of minimum ASA/SE level 2 swimming teachers or STA Level 2 Award & Certificate in swimming teaching. All teachers are not only highly qualified but also highly experienced & receive regular updates and training from our own certified STA Teacher Assessor & STA Aquatic tutor.
• DBS & Insurance: all team members are fully enhanced DBS checked & insured at all times. 
• Big Fish Little Fish reserve the right to change classes/teachers/settings as per suitable or necessary changes required per individual or group. 
• Big Fish Little Fish are not obliged to provide a single teacher for the duration of your learners pathway, however we do provide consistency as standard best practice.

Big Fish Little Fish Swim School will always push standards to ensure an inclusive, fair, safe, welcoming, progressive & enjoyable environment can be enjoyed by all visitors and staff. 

Our terms & conditions and our visitor guidance help all visitors and staff work toward this common goal. 

Big Fish Little Fish Swim School reserve the right to refuse entry or remove spaces from the swim school at any time without discrimination should the terms and conditions of the school be broken with obvious intent.

We appreciate your co-operation & acknowledgement of our terms and conditions and we can't wait to meet you soon!

Team Big Fish