Cancellation & Refund Policy

We keep our classes small, with a cap of 4 swimmers per group, so every child gets real attention and steady progress. That also means every spot matters. When a spot is held for your family, someone else could not take it. This policy keeps things fair for everyone while staying flexible when life happens. If something is not working for you, tell us. We will do our best to make it right.

Love your first lesson, or your money back

Try your first lesson with no risk. If it is not the right fit, let us know within 48 hours of that lesson and before your second lesson, and we will refund the lessons you have not used, you only pay for the one you took. Applies to your first package, one per family. If you would like, we will offer a different instructor first, sometimes the match just needs a small tweak.

Package validity windows

Every in-home package comes with a window to use it, starting from your purchase date: a 5-lesson package is 8 weeks, a 10-lesson package is 14 weeks. If you need a little more time, just ask before it closes and we are happy to give you a one-time extension at no charge. If a package’s window closes with no word from you, the unused lessons are forfeited, so please reach out before then, we would rather extend your package than see it go to waste.

Packages and missed lessons

If you started a package and need to stop partway through, the lessons you have already paid for but not used stay valid for the rest of your package’s window above (8 or 14 weeks from your purchase date), not a separate credit period. Reach out before that window closes and we will help you use them.

Medical or genuine emergency: if you or your swimmer cannot continue for a medical reason or a real emergency, send us a doctor’s note and we will credit you for the unused lessons. Depending on your situation you may also be entitled to a refund of the unused portion under BC consumer law, and we will honour that. Just reach out.

Missed a class? We will set up a make-up when we can, or add a drop-in credit. Missed individual classes are not refunded.

Spots are not transferable to another person without our okay. Ask us first and we will usually sort something out.

Drop-in and single lessons

Reschedule with at least 24 hours notice. Cancel later than that, or miss the lesson, and it is not refunded. We will still try to find you a make-up whenever we can.

Your rights under BC law

Nothing in this policy takes away rights you have under BC’s Business Practices and Consumer Protection Act. You have a short window to cancel after signing up, and you can cancel for a qualifying reason such as a medical inability to continue or a move. If any required details are missing from your booking confirmation, you may have longer to cancel. If you ever think a charge is not fair, contact us first and we will work it out.

How to reach us

Email or message us any time at diogo@swimlessonsvancouver.ca. We read everything and we answer fast.