FAQ (Centralised Pool)
Fees & Payments
Q: How are lesson fees charged?
A: Invoices are issued on the 24th of each month for 4 weekly lessons based on your regular class schedule. Payment is due before the last day of the month.
Q: Where can I find my invoice?
A: You can find your invoice in the ClassCard Student App by going to Profile > Invoices. A copy will also be sent to your registered email address.
Q: Are payment reminders sent? What happens if payment is late?
A: Payment reminders will be sent via swimcaresg@gmail.com and no-reply@ccalerts.com. Payments received after the last day of the month will incur a $20 administrative late fee, and lessons will be suspended until payment is received.
Q: Is there a registration deposit?
A: Yes. A one-time $80 refundable deposit is payable upon enrolment. It will either be used to partially offset your final invoice or refunded after your final invoice has been fully paid.
Q: Are lesson fees refundable?
A: No. Lesson fees are non-refundable.
Q: Can missed lesson fees be used to offset future month's fees?
A: No. Lesson fees from missed lessons cannot be used to offset future month's fees. However, eligible missed lessons may be made up in accordance with our make-up policy.
Lesson Schedule
Q: How often are lessons conducted?
A: Lessons are conducted once a week on the same day and time, with 4 lessons per month.
Q: Why are there no regular 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: Are lessons conducted on Public Holidays?
A: No. If a lesson falls on a Public Holiday, there will be no lesson and the lesson fee will be excluded from that month's invoice.
Q: How do I check my lesson schedule?
A: Lesson schedules are shown in the ClassCard Student App calendar. If no lesson is scheduled (for example due to coach leave, travel, or the 5th week), no calendar slot will appear.
Q: Will I receive lesson reminders?
A: No. Coaches and admin do not send lesson reminders. Parents are encouraged to check the ClassCard Student App regularly and inform us if there are any scheduling errors.
Q: What happens if my assigned coach is on leave?
A: SwimCareSG may arrange a qualified replacement coach so that lessons can continue as scheduled.
Group Classes
Q: How many students are there in each class?
A: Maximum class sizes vary depending on the programme:
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Kids Learn to Swim Level 1–3: 3 students
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Kids Learn to Swim Level 4–5: 5 students
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SwimSafer Stage 1–4: 5 students
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SwimSafer Stage 5–6: 8 students
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Kids Stroke Correction: 5 students
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Adult Learn to Swim: 5 students
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Adult Stroke Correction: 8 students
Q: Can SwimCareSG change my child's class?
A: Yes. SwimCareSG reserves the right to assign or rearrange students between group classes. Coaches may also recommend a different class or time slot if it better suits the student's swimming ability and supports more effective learning.
Q: Will the class proceed if other students are absent?
A: Yes. Classes will proceed as scheduled even if some students are absent. This also applies to make-up classes. See "duration adjustment" table in T&Cs.
Planned Absence
Q: What if my child will miss lessons due to travel or planned absence?
A: Please inform SwimCareSG before invoices are issued if your child will be absent due to travel or personal plans. Those lesson dates will not be included in the upcoming invoice.
Q: What if my child will be away for more than one month?
A: If your child will miss 5 lessons or more, please inform SwimCareSG in advance. Lesson fees will not be charged, the lesson slot will be released to another student, and any unused lesson credits and the $80 deposit will be held until your child resumes lessons.
If no communication is received before billing on the 24th of the month, the lesson slot may be released and the $80 deposit forfeited.
Cancellations & Make-Up Lessons
Q: What if my child cannot attend a lesson?
A: If SwimCareSG is informed at least 2 hours before the lesson, it will be considered a valid cancellation and the lesson will be eligible for a make-up.
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 late cancellation or no-show. The lesson fee will be charged and no make-up lesson will be provided.
Q: What make-up options are available?
A: Depending on coach availability, make-up lessons may be arranged in one of the following ways:
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Full-duration make-up lesson with your assigned coach outside regular lesson timings or during the 5th week.
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Extended lesson duration across several regular lessons.
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Full-duration make-up lesson with a replacement coach if your assigned coach is unavailable.
Q: Can make-up lessons be conducted together with other students?
A: Yes. SwimCareSG may arrange students of similar swimming ability into the same make-up group, up to the maximum class size allowed.
Q: How are make-up lessons handled for 2-pax or group classes?
A: Make-up lessons may be arranged separately for each student if mutual availability cannot be found.
Q: Do make-up lesson credits expire?
A: Yes. All make-up lessons or lesson credits must be utilised by the last day of the following month. Any unused make-up lessons or lesson credits will be forfeited.
Weather Policy
Q: Are lessons cancelled due to bad weather?
A: No. Lessons are not cancelled due to weather.
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During light rain, lessons continue in the pool.
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During lightning or heavy rain, lessons will continue with land-based swimming exercises in the designated sheltered area.
Q: What if the weather improves during the lesson?
A: If the weather improves within the scheduled lesson time, lessons will resume in the pool for the remainder of the lesson.
Punctuality
Q: What happens if my child arrives late?
A: Lessons will end at the scheduled time. The lesson will not be extended to make up for any time missed due to late arrival.
Termination
Q: How do I stop lessons?
A: Please submit your termination notice before the 24th of the month (before the next month's invoice is issued). The following month will be treated as your final month of lessons.
A final invoice for 4 lessons will be issued, with your $80 deposit used to partially offset the outstanding amount.
Q: What if my child cannot attend the final month's lessons?
A: Please inform SwimCareSG in advance. We will arrange make-up lessons where possible, subject to mutual availability and scheduling.
Q: What happens to my lesson slot after termination?
A: Your lesson slot will be released to other students after your final month of lessons.
Q: Can I still use my remaining lesson credits after termination?
A: Yes. Any remaining lesson credits may still be utilised through make-up lessons until the last day of the following month, subject to mutual availability and scheduling. Any unused lesson credits after this period will be forfeited.