FAQ

Fees & Payments

Q: How are lesson fees charged?
A: Invoices are issued on the 24th of each month to collect monthly lesson fees for 4 lessons based on the regular weekly schedule.  Payment is due before the last day of the month.

Q: Where do I find my invoice for payment?
A: You may find the invoice in the ClassCard Student app by clicking “Profile” > “Invoices”. Alternatively, you may find the invoice sent via email.

Q: Are there payment reminders? What happens if payment is late?
A: Payment reminders will be sent via email from (swimcaresg@gmail.com) & (no-reply@ccalerts.com). A $20 administrative fee will apply for overdue payment after the last day of the month and lessons will be suspended until payment is received.

Q: Are lesson fees refundable?
A: Lesson fees are non-refundable.

Q: Can lesson fees of missed lessons be used to offset lesson fees of future months?
A: No. Lesson fees from missed lessons cannot be used to offset lesson fees of future months. However, make-up can be arranged outside of the regular lesson schedule.

Lesson Schedule

Q: How often are lessons conducted?
A: Lessons are conducted weekly at the same day and time, with 4 lessons per month. There are no regular lessons during the 5th week of the month.

Q: Why are there sometimes no lessons during the 5th week?
A: There are no regular lessons during the 5th week of the month. This week may be used for make-up lessons if required.

Q: How do I check my lesson schedule?
A: Lesson schedules are shown in the ClassCard Student calendar. If no lesson is scheduled (e.g. travel, or 5th week), no calendar slot will appear.

Q: What happens if the assigned coach is on leave?
A: Students will be informed. You may choose to:

• Accept a replacement coach and proceed with the lesson as usual.

• Decline the replacement coach, in which case the lesson will not be charged.

• Use lesson credits with a replacement coach during regular lesson slots, if applicable.

Q: If other students are absent from a 2pax or group lesson, will the lesson still proceed?
A: Yes. Lessons will proceed even if some students are absent and there will be adjustments to the lesson duration (see T&Cs).

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Planned & Extended Absence

Q: What if my child will miss lessons due to travel or planned absence?
A: Please inform SwimCareSG in advance before making payment for that month. Those dates will not be charged.

Q: What if my child will be absent for more than one month?
A: For extended absence (more than 1 month), please inform SwimCareSG in advance. Lesson fees will not be charged and the lesson slot will not be reserved.

Cancellations & Make-Up Lessons

Q: What if my child cannot attend a paid lesson?
A: If SwimCareSG is informed at least 2 hours before the lesson, it is considered a valid cancellation and a make-up lesson can be arranged. This applies to all reasons for cancellation.

Q: Can I reschedule my regular weekly lesson to another day?
A: Yes, lessons can be rescheduled to another day based on mutual availability between coach and student. Please inform SwimCareSG in advance, at least 2 hours before the lesson, if rescheduling is needed.

Q: What happens if I cancel less than 2 hours before the lesson or miss a lesson without notice?
A: It will be considered a chargeable lesson.

Q: What make-up options are available?
A: Make-up options:
      1. Make-up with assigned coach (mutual availability)

• Full duration make-up lesson – outside of regular lessons or 5th week

• Extended regular lessons (e.g. +15 minutes across several sessions)

      2.  Make-up with replacement coach (if the assigned coach is unavailable)

• Full duration make-up lesson – outside of regular lessons, during the 5th week, or during the regular lesson slot when the assigned coach is on leave

      3.  Store as lesson credit (no expiry) - used for future make-up lessons if scheduling is not   

            immediately available

⚠️ Make-up lessons with the assigned coach are in addition to regular lessons and do not replace regular lesson slots.

Q: What happens if the assigned coach needs to cancel the lesson due to emergencies?
A: At SwimCareSG, we strive for consistency and coaches do not often cancel lessons. However, in the rare case of an emergency, SwimCareSG will inform parents as soon as possible. You may choose to proceed with a replacement coach, or arrange a make-up lesson with the assigned coach.

Q: What are lesson credits? Do lesson credits expire?
A: Lesson credits are stored lessons that can be used for future make-up lessons if scheduling is not immediately available. Lesson credits do not expire, but scheduling is subject to mutual availability.

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Q: How do I check my outstanding credits?
A: On the ClassCard Student app, go to “Profile” > click “Bookings”, and you will see the outstanding credits & the credits used.

Q: How are make-up lessons handled for 2pax or group lessons?
A: Make-ups may be arranged separately for each student if required and there will be adjustments to the lesson duration (see T&Cs).

Weather Policy

Q: Are lessons cancelled if it rains?
A: Light rain – lessons continue.  Heavy rain or lightning – lessons cannot proceed and are considered valid cancellations at any point of lesson, and make-up lesson can be arranged.

Q: Can I cancel due to cold weather or light rain?
A: Yes, you can cancel due to cold weather or light rain with at least 2h notice before the lesson. Any cancellations less than 2h notice due to cold weather or light rain will be considered a chargeable lesson.

Q: What if heavy rain or lightning starts during the lesson?
A: The coach may conduct dry-land exercises in a sheltered area if suitable. If not, the remaining lesson time will be made up by extending the duration of following lessons.

Termination

Q: How do I stop lessons?
A: A minimum 1 month notice (4 lessons) is required for termination. The $80 deposit will be refunded once notice is given & outstanding payments are cleared.

Q: Can remaining lesson credits be used?
A: Yes. Remaining lesson credits can be cleared during or after the 4-lesson notice period.