Terms and Conditions

1. Enrolments:

SOLS reserves the right to cancel your enrollment at any time.

Trial enrolments: Students in group classes will be placed in appropriate classes based on swimming ability. Age is also considered for students under the age of 4.

Active enrolments: Students in group classes will be placed in appropriate classes based on swimming ability. Age is also considered for students under the age of 4.

Makeup enrolments: Students must be enrolled in the correct level. Enrolments must be made with over a 2.5-hour notice of the class time. Makeup lessons are subject to availability and are not guaranteed as part of your enrolment. Enrolment can be made up to 7 days in advance via Customer Portal. Makeup lesson rescheduling is not permitted once enrolled. Makeup enrolments cannot issue further makeup tokens if attendance is not met. Waitlist enrolments: Waiting list enrollments must be managed via the Customer Portal

2. Missing a Lesson - Including, Absence Notification and Makeup Tokens

Future Absence Notification Notification of all absences is required via the Customer Portal. Absence notifications can only be accepted up to 14 days in advance via the Customer Portal right up to the time of your class. Makeup Tokens When over 6 hours notice is provided for an absence notification, a makeup token will be issued (does not apply to makeup enrolment). Makeup tokens appear shortly after the absence has occurred. Makeup tokens can only be used when the student has an Active enrollment. Makeup tokens have a 24-week expiry period from the date of issuance. Makeup tokens are non-transferable.

3. Cancellation of Enrolment:

The term used in our Customer Portal for cancellation is ‘drop’.

Primary account holders must submit a drop notification via the Customer Portal to cancel enrollments. There are no additional fees for cancelling an enrolment; however, you must pay for all remaining lessons. Cancellation requests must be submitted via the Customer Portal with a minimum of 28 days' notice. SOLS reserves the right to adjust the drop date to align with the end of the billed period.

4. Closure Policy:

Scheduled Closures: SOLS does not operate on public holidays, the entire Easter long weekend, and a 3-week period over Christmas/New Year. SOLS does not charge for classes that fall on scheduled closures.

Unscheduled Closures: Makeup tokens will be provided for any unplanned closures (Makeup tokens follow the rules outlined in the Absence Policy).

5. Respectful Environment Policy:

Respectful behaviour is expected when visiting SOLS; if you are not respectful, you may be asked to leave. Maintain a quiet and respectful atmosphere around the centre. Wait until the official class commencement time before entering the pool. Early entry to the pool and pool area before class commencement may result in being asked to leave.

6. Health and Safety Policy:

Two weeks' rest is required after experiencing a gastro bug. Exercise caution and don’t come to a class sick. SOLS does not tolerate physical violence or offensive language towards staff or other visitors. SOLS is not responsible for any accidents or losses within and surrounding our facilities, including the carpark area. Little Toggs - Happy Nappy or Splash Jammers are required for children under 3 and those not toilet trained. Pool entry is permitted only when invited by a teacher for safety reasons. Rinsing under the show immediately before entering the pool is mandatory for all pool users.

7. Customer Portal Policy:

All enrolment actions must be processed via the Customer Portal. This includes transferring enrolments, notifying of future absences, enrolling in makeup lessons, and cancelling enrolments. Office staff will be available for support; however, do charge an admin fee for processing requests or transactions that are available via self-serve on the Customer Portal. SOLS is not responsible for Customer Portal access issues unless there's a recorded outage. We recommend basic troubleshooting or an alternative device if you have issues with your Customer Portal. FAM-9 | 02/03/2026 Page 1 of 2

8. Charges and Payments Policy:

Regular Charges Cycle: Charges are issued on or around the 20th of each month for the following month. Regular Payment/Debit Cycle: Charges are debited from your nominated account on the specified due date, typically on or around the 25th of the month. Billing information must be stored on file for Active enrolments. SOLS reserves the right to cancel the delivery of services for overdue accounts. SOLS does not provide refunds under any circumstances. The primary account holder must make payments outside the regular debit cycle via the Customer Portal.