FAQ

Frequently asked questions

Waiting List

How long does it take for my child to get on to a course?


Due to the current situation, we are not able to run the Small Pool, Beginner and Up 5 Metre classes. Therefore the waiting lists for these class types have an indefinite waiting time. For all other lesson types, we are working through our waiting lists as quickly as possible. Please contact us if you require any more information.




How do I get onto your waiting list?


You can only put your child(ren) down on the waiting list online. All you need to do is navigate to the waiting list page on our website, then just hit the register button and follow the instructions shown. We've linked a helpful guide to setting up your Client Hub account on the registration page. Registation Page Please contact us if you need any help.




I put my child's name down on your waiting list a little while ago, will it be on your new waiting list using the software?


Yes, all of our paperbased and form entry (on our website) method have been transferred to our managment Software. To claim your Client Hub account, just enter the email that you gave us when you put your child down on the waiting list, please do not register as this will create a duplicate in our systems. If you have any problems, please get in touch and we'll sort your account out for you.




What is Client Hub?


Client Hub is a module of our SwimSoft management software that we use to provide lessons to you, it allows you to access and edit all of your personal information so you can keep it up to date. Swimsoft provide a helpful guide to get the most out of your Client Hub account here.




How will I get notified of a space becoming available?


We'll send you a message via Client Hub, so make sure to keep all of your contact details up to date.




I can't put my child on a list within Client Hub, what do I do?


We manually place everyone onto our waiting lists once we get a message from you. This is to ensure that everyone makes it onto the correct waiting list. Please make sure you message using the message tab in Client Hub and provide us with your child(ren)'s previous ability.




My child is already on the waiting list, but their ability has changed, how do I update this?


It's simple and easy, just pop us a message in Client Hub and we'll handle the rest.





Lessons

When do our lessons take place?


Our lessons take place most weekdays after school and on saturday mornings. For more information please contact us.




Do I have to stay with my child when they are taking part in a lesson?


Yes, we require that all parents remain on the premises while their child is taking part in our lessons. This is to ensure that should your child need the toilet while taking part in a lessons you are able to assist them, as our teachers are not allowed to do this.




Where do your lessons take place?


Our lessons take place at Faversham pools, their address is: Faversham Pools, Leslie Smith Drive, Faversham, Kent, ME13 8PW




How early should I arrive for my lesson?


We recommend that you arrive at least 5 minutes in advance, this allows you time to get changed and make your way onto poolside in time for your lesson.





Financials

How much do your lessons cost?


The prices for individual courses varies depending on the length of the term. For specific pricing for a course please contact us.




How can I pay for my child's lessons?


There are currently two methods for paying your lesson fees: Direct Debit (Preferred) - we'll send you a link to set up a mandate, once this has been set up your course fees will be collected automatically. Debit/Credit card online - Please let us know that you would prefer to use this method of payment and you'll receive a link to pay on your invoice.




Is there a spectators fee?


Faversham pools charges a spectators fee of 50p to anyone entering the pools that is not intending to swim. This includes parents entering the building with their children for swimming lessons. The fee can be paid to the receptionist while signing your child in for their lessons




Can I pay in installments for my lessons?


Unfortunatley, we can't accept a part payment for our lessons. The full cost of the course must be paid for in advance of the first lesson.




What happens if I don't pay on time?


If you pay by Direct Debit, there is no need to worry about paying on time as your fees are collected automatically. If you are paying via Credit/Debit card online, your space may be offered to another swimmer if we have not received payment by the date shown on your invoice. If this happens three times, your place on the course will be terminated and you won't be able to book onto any further lessons.




Can I pay by Cash or Cheque?


Unfortunatley, we don't accept Cash or Cheque payments.





Badges and certicates

What is a badge and certifcate?


A badge and certificate are issued on the completion of one of our stages, this recognizes the success that the child has had in completing the criteria for that stage.




How will I know when my child has achieved a badge?


Your child will recieve a badge slip, printed on this will be the level completed and the price of the badge, should you wish to buy it




How do I pay for my child's badge?


Once you have received your child's badge slip, should you want it, please place the slip along with the payment (Cash Only) into an envelope and hand it back to your child's teacher. This will then be sent off and we will have your badge and certificate ready usually by the follwing week, although times may vary depening on our stock of certificates.




My child's name is spelt incorrectly, what do I do?


Unfortunatley, we can't replace misspelt certificates, please check the spelling of your child's name on the badge slip, as this is the same spelling that will be printed onto the certificate. If the spelling is wrong please let us know by changing the spelling on the slip and we will update it on our system.




My child has lost their certificate, can I get a replacement?


If your certicate was issued after 1st January 2020, we will have a digital record of it, therefore we can offer a replacement certificate and badge, the cost of these are £3.50. Please contact us at lessoncoordinator@dolphinswimmingschoolfaversham.com to obtain a replacement.




I've heard about the Learn to Swim medal, how can I get one?


You can get the Learn to Swim medal once you have completed all stages in the Learn to Swim scheme. We don't usually offer these, but would be more than happy to order them for you should you want one. If this is the case please contact us at lessoncoordinator@dolphinswimmingschoolfaversham.com





Direct Debits

Can I pay for my child's badge by Direct Debit?


Unfortunatley we don't currently accept payment for badges and certificates via Direct Debit, instead cash should be placed in an envelope and handed to your child's teacher. Alternativley, you can send the badge slip and cheque/cash to the address below: 11 Fielding Street, Faversham, Kent, ME13 7JZ




Who are GoCardless?


GoCardless is the company we use to collect our Direct Debit payments, if you pay for you lessons via Direct Debit, then these charges will appear as "GOCARDLESS LTD" on your statement followed by our trading name. However in some circumstances only "GOCARDLESS LTD" may appear. GoCardless provide a payment lookup tool where you can view the details of your payment here.




When will my Direct Debit payment be taken?


We will try and collect Direct Debit payments towards the end of the month the fees are due, however this may not always be possible. Please contact us if you require further information.




How do I cancel my Direct Debit?


We can cancel your Direct Debit as long as you haven't recieved an email from GoCardless saying that a payment is going to be taken in three days, as this means it has been submitted and we are unable to cancel it. You can also cancel your Direct Debit at your bank at any time, although we request you let us know that you have done so.




How can I pay by Direct Debit?


To pay for your lessons by Direct Debit, all you need to do is get in touch and we will send you all the information you need to get everything set up.




What happens if I need a refund and have paid by Direct Debit


If you need a refund and have paid by Direct Debit, please get in touch, refunds will usually be issued via bacs transfer as the Direct Debit system is not designed to handle refunds.




What is a Direct Debit?


A Direct Debit is a type of pull based payment in the UK banking system, to set one up a mandate must be completed by the customer, you will be required to enter your name, account number and sort code. The mandate authorises us to collect payments from you bank account. When a payment is due, you'll recieve an email three working days in advance to inform you that we will be taking the payment. The advantages of this kind of payment is that as your swimming fees are taken automatically you don't have to worry about remembering to pay on time. If you have any questions about Direct Debit check out the other questions in this section or get in touch.




What is the Direct Debit Guarantee?


The Direct Debit Guarantee is the Direct Debit scheme's customer protection. The guarantee means that if we, your bank or building society or our Direct Debit provider make an error with your Direct Debit you are entitled to a full refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to you must pay it back when we or our Direct Debit provider asks you to. For more information on the Direct Debit Guarantee, GoCardless have an easy explanantion





Coronavirus

I missed some lessons due to the pool closure because of lockdown do i get a refund?


Any lessons that were missed due to the pool close because of COVID-19 will be re-credited automatically in our system, these will be automatically applied to a future course.




I paid for a badge before we stopped lessons, how can I get it?


Any badge that had been paid for in the week before we had to stop lessons on the 20th March has not been delivered, we have them all printed and ready to go for when we return to lessons.




I won't be able to afford lessons when you return, is there any chance you can hold my child's space?


We are unable to hold specifc spaces. However we can offer spaces for previous students based on available spaces at the time. Please contact us for more information.




When will we be able to return to lessons?


Following the announcement of the second lockdown by the Government on the 31st October, the lessons that were previously running (Up 10 metres, Down 15 metres, Down 20 metres, Deep and lengths classes) are all suspended for at least a month. We wont be restarting our small pool, beginner or up 5 metres classes for the forseeable future. We'll update this page as the situation evovles.




Why are some lessons going ahead and others aren't?


Following our individual class risk assesments, Swim England and social distacing guidance we are now teaching all lessons from poolside, this means that lessons that usually have teachers in the water won't be running for now. However, we do hope to be able to run this type of class in the near future.




Can I swim during my child's lesson?


During the week (Monday to Friday) parents will not be able to swim as the whole pool will be dedicated to lesssons. Half of the pool will be for group lessons and half of the pool for private lessons. On a Saturday morning, there is a public swimming session, these places must be pre-booked at https://bookwhen.com/favershampools. (Please Note: this is for adults only, your child cannot join you in this session before or after their lessons.




Are lessons going ahead over Lockdown?


Following the Government's announcment on the 31st October 2020, all non-essential lesuire facilites will be closed over the month-long lockdown. Therfore, no lessons will be taking place during this period.





Did you find the answer you were looking for ? If not please get in touch with us at info@dolphinswimmingschooolfaversham.com 

 Tel: 01795 530739

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