Terms & Conditions

All applicable terms and conditions will be clearly outlined in our booking system for acceptance prior to purchase. Below are the general terms and conditions for many of our services.

Cancellation Policies: Cancellation policies for each of our service types can be found here. Exceptions to our cancellation policies will not be available after purchase.

Credit Usage: Credits from purchased services may only be used at our Aquatic Centre facility. Credits can not be transferred to another location.

Refund Policy: When requested, a refund for any account credit will be provided minus a 25% administration fee. Refunds are final and cannot be reversed.

Discount Policy: If a client uses a discount code without meeting the discount requirements, the applicable registration will be cancelled and the purchase value will be credited to the clients’s account. Refunds for any credit amount will follow our normal refund policy.

Make-Up Credit Policy for Group Classes: Each swimmer registered in a full group session is permitted one makeup credit per session. Notice must be provided by email prior to the class that the swimmer will be absent from. If advance notice is provided, we will allow the swimmer to register as a drop-in for a matching group class within the same session. Make-up credits have no face value, can only be used by the swimmer who missed the class, and expire if not used within the same session period that the missed class was in. Drop-in classes for make-up credits can be scheduled up to three days before the class. No make-up credits are available for missed drop-in lessons. NOTE: No price adjustment will be provided if a swimmer who is registered in one of our 2-swimmer group classes chooses a non-2-swimmer class for their makeup credit.

Illness Policy: Any adult or child who are displaying two or more symptoms are asked to not visit the facility until they are feeling better. Any service missed due to illness will be forfeited unless enough cancellation notice was provided (see cancellation policies here). Swimmer substitutions may be available on a case-by-case basis and upon request for our senior coached and junior coached lessons.

Service Adjustments: Hippo in the Bathtub reserves the right to cancel services if staff availability changes or if a pool is unable to safely operate for a shift. We will work with affected clients to find a reasonable alternative. Cancellations for these reasons will result in a full account credit being provided. Refunds for account credit can be requested but will follow our refund policy. Additional service adjustment policies for specific services are outlined below:

• Low-Ratio Group Classes
• If a group class has only one (1) swimmer registered, we reserve the right to consolidate a class and adjust your class time. If a client does not wish to swim at the adjusted time on the same day, they can receive an account credit for any unused classes within the session. Refunds for this account credit, if requested, will follow our refund policy.
• While we do our very best to maintain consistent instructors for group class sessions, we do not guarantee any specific instructor (including gender of instructor) as their availability may change, they may become ill, or may be unable to continue with our company.
• If a group class during a session is cancelled due to instructor unavailability, pool maintenance or other unforeseen circumstances, clients will receive a make-up lesson credit for the cancelled class which can be used at any time during the current two-month session.
• Junior Coached Lessons
• If the junior coach selected at time of booking becomes unavailable for any shift, we will assign another coach to cover the shift and will notify the client of the change. Our cancellation policy will remain applicable if a client wishes to adjust a booked lesson due to a junior coach change.
• Please note that our junior coaches do not have the same experience as our senior coaches, and all junior coach lessons will be run out of a busier, shared environment. Given this, junior coach lessons are not appropriate for swimmers with additional physical or learning needs at this time.If you are interested in booking a junior coach lesson but are unsure if it will be a good fit, please email us (info@hippointhebathtub.ca) before booking. We reserve the right to cancel junior coach lessons if it is not a suitable match for the coach or the student. Any lessons cancelled for this reason will be returned to the account as account credit. If a refund is requested, it will follow our normal refund policy.
• Senior Coached Lessons
• Coached lessons will proceed with the specific coach that was selected at booking. If the coach becomes unavailable for any shift, we will secure another coach to cover the shift. We will follow client preferences noted in the intake form (i.e., prefer to swim with a female coach, prefer to cancel the lesson, prefer to hold the lesson with any swim coach) when assigning coached lessons to a replacement coach.

Service Modifications: We reserve the right to update services and prices at any time as long as we provide twenty-one (21) days notice. Notice will be provided through our website and by email.

Instructor Feedback: For group classes, instructor feedback will be very minimal in order to keep our classes running on schedule. If you would like more detailed feedback on your child’s progress in group classes, please stop by our front desk and submit a request. For coached lessons, please notify the coach at the beginning of the lesson and they will end the lesson early in order to provide the feedback within the booked time slot. Feedback will not be provided outside of the 30 minute lesson.

Facility Rentals: A lifeguard will be present at all times during the rental. All swimmers must follow posted pool rules as well as any other rules required by the lifeguard to ensure everyone’s safety. The time slot booked for the facility rental will be exclusively reserved for your booking. To allow for the enjoyment of the rental space for the next client, please ensure that all rental particpants and their belongings have exited the rental area by the end of the rental time. To ensure the safety of all, only registered swimmers will be allowed onto any pool deck. Additionally, only Hippo in the Bathtub flotation devices (pool noodles, puddle jumpers, etc) and toys will be permitted in the pool and pool area. If you would like to bring your own toys or flotation devices, please email the office (info@hippointhebathtub.ca) to receive permission to do so. Clients and patrons of Hippo in the Bathtub are not permitted to take pictures or videos while at our facility unless they have received permission from company management. Hippo in the Bathtub is not liable for any third-party picture or video taken of you or your child(ren) without consent.