Hook Swim School Policies

We understand that sometimes your child may need to miss a lesson due to illness.  If this happens you may qualify for a makeup lesson.  

To qualify for a catch up lesson:

• You need to notify of your child’s absence at least 1 day before via the Customer Portal. (NOT by email,  voicemail or in-person)
• Make up lessons can only be arranged via the Customer Portal. 
• Make-up lessons must be completed during the term that the missed lesson occurred in.
• Make-up lessons cannot be exchanged for cash refunds or credits towards next term fees.
• If you do not notify us that a lesson was not going to be attended in time you will forfeit the lesson.
• If you book a make-up class and are unable to attend we will not offer you another alternative.
• There is a maximum of 2 make-up sessions per term.
• We usually operate at full capacity and we might not be able to offer you a catch up,  so we can only offer you a catch up class if others inform us of their absence.
• While there is some flexibility we  do not guarantee that we will be able to offer you a catch up class so we do ask that you commit to the day and time that you book for.
• If no available times are showing on the portal it is because all of the suitable classes are full.