Last Updated: July 18, 2025

Refund & Returns Policy

Our goal is to provide an exceptional experience, and our policies are designed to be fair, transparent, and clear. We see this not as a set of strict rules, but as a guideline for a respectful partnership. If issues arise, our first step is always to have a conversation and find a positive solution together.

Part 1: Services (Swimming Lessons)

Trial Lessons

We pour our full expertise and attention into our trial lessons to give you a true feel for our coaching. Because this is a completed professional service where a coach's time is exclusively reserved for you, trial lessons are non-refundable. However, if your experience was anything less than wonderful, please contact us immediately. Your feedback is crucial, and we want to understand the situation to make things right for any future sessions.

Lesson Packages (8 or 12 Sessions)

When you purchase a lesson package, you are securing a regular, weekly time slot with a professional coach. This means that time is 100% dedicated to you and cannot be offered to another family. Because of this commitment, we do not offer refunds on lesson packages once the term has begun.

That being said, we are fully committed to your satisfaction. If a situation arises where the fit isn't right, our absolute priority is to work with you to find a solution, which often means finding a different coach who is a perfect match. Refunds for remaining lessons are only considered in truly exceptional and unforeseen circumstances, such as a long-term medical issue, and are handled on a compassionate, case-by-case basis.

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Part 2: Products (Swim Gear & Kits)

1. Our 7-Day Return Policy

We stand by the gear we curate. If you're not happy with a product, we accept returns for unused items in their original packaging within 7 days of purchase. Just bring your proof of purchase.

2. A Note on Hygiene

For hygiene reasons, we cannot accept returns on certain items once they have been opened or used. This includes swimsuits where the hygiene liner has been removed or goggles that show clear signs of use.

3. Our Simple Return Process

To ensure a smooth return, please follow these simple steps:

  1. Start with a Chat: Email us at [Your Support Email] with your order number and let us know what's going on.
  2. Follow the Steps: We'll reply quickly with clear instructions for the return.
  3. Handle the Shipping: We just ask that you handle the shipping costs to get the item back to us.

4. Refunds & Exchanges

Once your returned item arrives, we'll inspect it and let you know about the status of your refund right away. If approved, it will be processed back to your original payment method within 7-10 business days. For any items that arrive defective or damaged, we will, of course, arrange a speedy exchange.

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Our Promise of Fairness

At the end of the day, these policies are here to provide clarity. Our real goal is to build a lasting, positive relationship with you and your family. We will always strive to be reasonable, understanding, and human in how we handle any issue that may arise.