Policies & Information

Future Absence policy

We understand that there are times you won't be able to make it to your scheduled class. If you know in advance that you will be missing a class, you will need to submit a future absence through your account. Future absences recorded 12 hours prior to the lesson will receive a makeup token that can be used to register for an open spot in a class of the same level.

To record an absence, start by logging into your account.
Under your students name, click "Future Absences"
Once you're on the future absence page, you can select the date or dates that you will be absent from class.
Once attendance is taken the day of the missed class, you will receive a make up token in your account that you can use by clicking on the "Makeups" tab in your account under your students name.

This process works best when everyone does their part in recording future absences so that other swimmers can have an opportunity to make up a lesson.

Withdrawal Policy

All enrollment drop requests must be submitted by the customer through their online portal. Verbal, phone, or email requests will not be accepted. Drop requests are automatically approved once submitted. A drop request must be submitted no less than 15 days prior to the intended drop date. Enrollment remains active, and tuition charges will continue, until a valid drop request has been submitted through the online portal and the drop date has been reached. If a drop request is submitted with an effective date that falls before the last lesson already paid for, no refund or credit will be issued for any unused classes.

Closure Policy

In the event that Royal Swim School is closed due to a pool incident, weather conditions, or any event that is beyond our control, you will receive a non-expiring makeup token in your account for the class that is canceled. An email and sms message will be sent out notifying you of the cancellation if you are opted in to receive email and sms notifications.

Make-Up Token Policy

Makeup tokens are valid for 90 days from the date of issue and may only be used while you are actively enrolled. Expired tokens cannot be reissued. Tokens are applied on a first-in, first-out basis. Please note that makeup tokens cannot be applied toward monthly tuition or as account credit.

How do I transfer to a new Class?

In your parent portal, click "Enrollments", then click "Transfer Enrollment" and choose the class you wish to transfer to. A request to transfer will be sent to Royal Swim School to receive approval.

How do I enter payment information and make a payment?

In your parent portal, click on "Payments", then click on "Add Payment Info". After adding your payment information, click on "Make Payment"

When is my payment due?

Payments must be made within 10 days from the charge date. A $10 late fee will be charged to your account for each enrollment if payments are not made within the 10 day period a drop date will be place on your account for the 20th day from the charge date. In the event that you are dropped from your lessons, you will remain liable for payments. Any outstanding balance must be paid should you wish to resume your lessons.

How many lessons do I recieve per month?

You will be billed on a per class basis and receive the number of classes that you pay for.

What if my instructor is absent?

At Royal Swim School, we understand that life happens—our instructors are human, and there may be times when circumstances prevent them from teaching. On those occasions, we will provide a qualified substitute instructor for the day. You will be notified of the substitute via email. While each instructor brings their own unique style to the pool, rest assured that all of our instructors are highly trained, experienced, and dedicated to providing a great learning experience for your swimmer.

What happens when my student is ready to move up a level?

We’re just as excited as you are to see your swimmer making progress! When your swimmer is ready to advance to the next level, their instructor will notify both you and the deck supervisor. The deck supervisor will then meet with you at the pool to discuss the advancement and help schedule a new class at the appropriate level. If the deck supervisor is unable to connect with you before you leave, don’t worry—you can easily request a class transfer through your online account, or give us a call and we’ll be happy to assist.

What is my billing seems incorrect?

If you notice an error with your payment, please give us a call right away so we can review your account and make any necessary corrections. Our team is happy to help ensure your billing is accurate and up to date.