Policies

Below are our policies for all swimmers and participants in our lessons, events, and programs.

 

 

 

 

 

 

Cancellations

We appreciate advance notice of cancellations. You can cancel online (recommended), by sending an email, calling, and/or leaving a voicemail. Telling your instructor does not count as giving notice. UPDATE: STARTING JUNE 1st 2018, all cancellations must be submitted online at the page linked above. To navigate from the homepage, click the green “Scheduling” menu and select “Cancel A Lesson.” A notification will be sent to all clients with the date this policy goes into effect. This will create a “paper” trail and help cut down on human error.

With 48 hours notice, we can credit your account for the lesson price OR schedule a make-up lesson (maximum of two credits allowed per swimmer per month). 

With 24 hours notice, we can schedule a make-up lesson.

No-shows: If you skip a lesson without telling us, this is considered a no-show and we will contact you to inquire if you still wish to continue. If you no-show to two consecutive lessons and do not respond to our inquiry, you will be removed from the calendar.

Make-ups cannot be at your regular swim time. You must have a make-up scheduled within two weeks of the canceled lesson (you don’t have to have the lesson within two weeks, but you must have decided on a date with the office).

Exceptions: We do make exceptions for medical emergencies. If you can provide a doctor’s note, pharmacy receipt, or some other confirmation of a medical appointment we will be happy to give you a credit or make-up.

Late arrival: If you arrive less than 15 minutes late to your lesson, you are welcome to use the remaining time. At 15 minutes past lesson start time, instructors are allowed to leave the pool before their next lesson, so we cannot guarantee they will be available. We do not issue credits, refunds, or make-ups for time lost due to late arrivals. 

 

Billing

We bill monthly, with payment due at the first lesson of each month. Invoices are issued a week before they’re due and sent to clients’ emails as provided in registration forms. If you do not receive an invoice, it is your responsibility to contact us to request one and to pay. If you would prefer to pay week-to-week, simply let the office know and we will put a note on your account.

 

Payments

We accept exact cash, checks, and credit cards (MasterCard, Visa, Discover, & American Express).

  • We cannot keep credit/debit card information on file
  • You must actively pay your invoices each month
  • Returned checks are subject to a $25 fee

 

Late fees

We offer a grace period until the 10th. This applies even if you cancel your first lesson of the month and won’t be at the school until after the 10th. Payments can be made remotely over the phone or online. If no payment has been made by the end of business hours on the 10th, a $15 late fee will be applied to your bill. If you need to pay late due to unusual circumstances, please notify the office prior to the 10th confirming your intent to pay, and we will waive the late fee once your payment is posted. Please note only one late fee will be waived per calendar year.

 

Leaving lessons

When you are ready to discontinue your regular weekly spot, you must fill out an exit form to confirm your intent to give up the spot. We cannot officially remove you from the schedule until the exit form is turned in. Each family in a semi-private lesson must turn in a separate form. Forms are available online or in our office.

The regular advance-notice cancellation policy applies to lessons missed due to exiting the program. You will be billed for the lesson if your exit form gives less than 48 hours notice that you will not attend it. We cannot backdate exit forms.

 

Substitute instructors

It is our goal for you to consistently have the same instructor each week, but sometimes a substitute will be needed. If we provide you a substitute at the same time and location as your regular lesson, we cannot credit/reschedule your lessons without the proper amount of notice. 

 

Inclement weather

If we cancel swim lessons due to weather, participants affected will be given the option of a 75% credit or a make-up lesson (to be scheduled within 30 days). If we remain open and you decide not to attend, no credits or make-ups are issued for cancellations outside of our standard 24- and 48-hour cancellation policy.

 

Refunds

Please allow 90 days for us to process refund requests. Refunds are paper checks sent to the mailing address provided by you. If you need your refund sent to a different address, please notify us when requesting your refund.

 

Multi-month payments

As a thank you to customers who commit to continued lessons with us by paying for multiple months in advance, we offer 5 to 15% off lesson costs. Please note that payments for multiple months are not eligible for refunds. Such payments can be saved as credit on your account toward future lessons or used to purchase a gift certificate which you may give/sell to another person.

 

Pool safety & etiquette

Please be courteous and respectful to our staff, other swimmers, and facilities. We ask that all swimmers (including babies and toddlers) sit and wait until their teacher explicitly invites them into the pool. This means:

  • no standing by the water’s edge,
  • no dangling feet in the water,
  • no crowding around the pool steps,
  • no playing with the pool equipment.

This teaches young swimmers that a pool is never to be approached carelessly or without proper adult supervision.

Running and jumping is strictly prohibited on the pooldeck and in bathrooms. If an instructor sees unsafe or harmful behavior, they may require a swimmer to retrace their steps at a walking pace, deduct playtime from their lesson, or even dismiss them from the pool for 1–3 minutes of “time out” before continuing the lesson. Our instructors have the authority to dismiss a lesson early for dangerous/combative behavior such as hitting, kicking, biting, or throwing objects.

 

Changing rooms

Children ages 5 years and under are allowed in the opposite-sex changing rooms. For the comfort of our customers and instructors, please do not bring children age 6 years and older into the opposite-sex changing room. A family changing stall is available at the Beaverton location, and the PDX location has 2 family changing rooms.

 

Lost & Found

FSS is not responsible for lost or damaged items. Due to the high volume of items left at our pools, items unclaimed after one month are donated to a local charity.

 

Policy changes

We reserve the right to add, update, or change policies at any time. In the event of a policy change, we will notify you in print and/or via an e-notification.