Terms and Conditions for Hippo in the Bathtub

Individual Indoor Swim Lessons

Refund Policy: When requested, refunds will be provided minus a 25% administration fee. Cancelled lessons will by default remain as account credits unless a refund is explicitly requested; credits never expire.

Lesson Modification: Just as we allow clients to reschedule lessons for any reason, we reserve the right to cancel / reschedule lessons or adjust instructors as needed.

Pool Sharing for Indoor Lessons: We reserve the right to schedule two separate swimming lessons during the same time slot. This means that there can be up to two lessons being taught simultaneously in the pool. Clients are never guaranteed to have the pool to themselves for a lesson (unless they have booked both time slots).

Rescheduling Policy for Indoor Lessons: If you cannot make a scheduled lesson and need to cancel, we require a minimum of 4 hours notice. If you give the required notice, you will be allowed to reschedule the lesson at no cost. If you do not show up for a lesson or give less than the above notice, you will have to pay our $22 + HST rescheduling fee if you wish to reschedule the missed lesson. Once you pay the fee, we will help you find a new date/time for the lesson that was cancelled after the 4 hour cut-off. Please note that the rescheduling fee is per rescheduled lesson. If you arrive late for a lesson, your instructor will teach whatever time is left in your appointment – any missed time will not be allowed to be rescheduled.

Hippo Deals for Indoor Swim Lessons

Refund Policy: Refunds for unused Hippo Deals can be provided minus a 25% administration fee. Refunds are not available for partially used Hippo Deals.

Availability Policy: By purchasing a Hippo Deal, we do NOT guarantee any specific availability or instructors for scheduling the purchased lesson credits. If you are looking for specific dates/times or want to swim with a specific instructor, please review our booking system or email us prior to purchasing the Hippo Deal.

Pool Sharing for Lessons: We reserve the right to schedule two separate swimming lessons during the same time slot. This means that there can be up to two lessons being taught simultaneously in the pool. Clients are never guaranteed to have the pool to themselves for a lesson.

Lesson Modification: Just as we allow clients to reschedule lessons for any reason, we reserve the right to cancel / reschedule lessons or adjust instructors as needed.

Rescheduling Policy: If you cannot make a scheduled lesson and need to cancel, we require a minimum of 4 hours notice. Notice can be given by: cancelling the lesson though the reminder email / Acuity account, leaving a voicemail, or by email. If you give the required notice, you will be allowed to reschedule the lesson at no cost. If you do not show up for a lesson or give less than the above notice, you will have to pay our $22 +HST rescheduling fee. Once you pay the fee, we will help you find a new date/time for the lesson that was cancelled after the 4 hour cut-off. Please note that the rescheduling fee is per rescheduled lesson. If you arrive late for a lesson, your instructor will teach whatever time is left in your appointment – any missed time will not be allowed to be rescheduled.

Backyard Lessons & Bronze Award Classes

Refund Policy & Credit Expiry:  When requested, refunds will be provided minus a 25% administration fee.  Any unused backyard credits as of September 1, 2024 will automatically be refunded minus the 25% administration fee.  This includes cancelled backyard lessons and unused Hippo Deal credits for backyard services.  Note that when calculating refunds for partial Hippo Deals, we will calculate the refund amount based on the used lesson(s) being at full price (individual price) and refund the difference.

Running Behind Schedule: Due to the nature of our backyard scheduling, our instructors reserve the right to be up to 15 minutes late to a lesson.  If they arrive up to 15 minutes late to a lesson, they will still teach the entire lesson once they arrive and no partial refunds or credits will be issued.  If our instrutcor is more than 15 minutes late, any further amount late (past the 15 minutes) will be credited or refunded to the client.  For example, if a client has a 1 hour lesson starting at 12:00 pm and their instructor arrives at 12:20 pm, the instructor will still teach from 12:20 – 1:15 pm and the missed 5 minutes will be credited or refunded.

Lesson Modification: Just as we allow clients to reschedule lessons for any reason, we reserve the right to cancel / reschedule lessons or adjust instructors as needed.

Cancellation and Rescheduling Policy:  All backyard appointments can be rescheduled or cancelled online at no cost up to 8 hours before the appointment start time. Any late-cancelled appointments will be considered forfeited. Forfeited appointments will only be allowed to be rescheduled upon payment of our backyard $39 + HST per hour late-rescheduling fee.

EXCEPTION: If you have a backyard service scheduled to start at or before 3:00 pm, we will accept same-day cancellations (without charge) if we are notified by email no later than 8:30 am.

Weather Policy: It is completely up to clients to choose to reschedule their lesson if they do not wish to have their scheduled lesson that day. This includes if it is supposed to rain, thunderstorm, be too chilly to swim, etc. Lessons will proceed as scheduled unless a client reschedules or cancels the lesson.

If our instructor is at your house and the weather becomes unsafe for swimming (i.e. thunderstorm), they will end the lesson.  Any remaining time left in the appointment, will be credited to your client account at face value. Please note 30 minutes will always be charged regardless of the amount of lesson time that was able to occur before the unsafe weather started (this is to cover your instructor’s travel time).

Instructor Lesson Feedback: As our instructors are on a structured schedule, if you wish to receive detailed feedback after your child’s swim lesson, please notify the instructor at the beginning of the lesson and they will end the lesson early in order to provide the feedback. Instructors do need to leave your house at the end of your booked lesson. They will not be able to stay late after the lesson to provide the feedback.

Backyard Lifeguarding Services

Refund Policy: When requested, refunds will be provided minus a 25% administration fee.  Any unused backyard credits as of September 1, 2024 will automatically be refunded minus the 25% administration fee. 

Cancellation and Rescheduling Policy: You have up to 6 hours prior to your lifeguarding service to cancel the service through our booking system, Acuity. If 6 hours notice is given, you will be allowed to reschedule the service at no cost. After the 6 hour cut-off time, please call or email our office to cancel the service if needed (as Acuity will no longer let you change that service). The service will not be allowed to be rescheduled without payment of our $39 + HST per hour rescheduling fee.

Pool Rules: In addition to the typical lifeguarding rules enforced at all pools (no running around the pool deck, no pushing, etc.), please note our lifeguards will have sole discretion to decide what entries are allowed into the pool as it will depend on the size and depth of your pool. At no time will flips of any type be allowed. Dives and other jumps into the deep end will be up to your lifeguards’ discretion. Your lifeguards will chat with you when they arrive at your backyard and can discuss if any additional rules should be enforced.