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.
Individual Backyard Lessons & Bronze Award Classes
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.
Cancellation and Rescheduling Policy: You have up to 4 hours prior to your swimming lesson to cancel the service through our booking system, Acuity. If a backyard lesson is scheduled to start at 11:00 am or earlier, notice must be given no later than 7:30 am if you wish to not be charged to cancel or reschedule the lesson. If 4 hours notice is given (or notice given by 7:30 am), you will be allowed to reschedule the service at no cost. After the 4 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.
Weather Policy: It is completely up to clients to choose to reschedule their lesson by the 4 hour cut-off time if they do not wish to have their scheduled lesson. 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 lessons. 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 there is a 30 minute minimum applicable (i.e. if you have a 1 hour booking and only get 20 mins of swimming, your account will be credited for 30 minutes).
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. Cancelled lifeguarding services will by default remain as account credits unless a refund is explicitly requested; credits never expire.
Cancellation and Rescheduling Policy: You have up to 4 hours prior to your lifeguarding service to cancel the service through our booking system, Acuity. If 4 hours notice is given, you will be allowed to reschedule the service at no cost. After the 4 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.