FREQUENTLY ASKED QUESTIONS

Enquiries

Q. What availability do you have?

A. The availability depends on the venue and level. To check the availability go to https://www.swimworldedinburgh.co.uk/booking and click on the venue. Only available classes will show.

 

Q. Where do you provide lessons? (Please select a venue for more information)

A. We provide lessons at the following venues:

 

Q. What level should my child be? (Please select a level for more information)

A. With the exception of the Preschool lesson, the levels are based on swimming ability. The levels are as follows:

  • Preschool: For those aged 2 years old to 5 years old (only one 2 year old per class)

  • Foundation: Non swimmers, generally for ages 5 and up but confident 4 year olds can join

  • Beginner: Able to swim 5 metres front crawl and back crawl, using arms and legs, confidently unaided

  • Improver: Able to swim 10 metres front crawl, back crawl, breaststroke and 5 metres butterfly confidently unaided

  • Advanced: Able to swim 25 metres front crawl, back crawl, breaststroke and 10 metres butterfly confidently

  • Elite: Able to swim 400 metres continuously

 

Q. What should I bring to lessons?

A. All you need to bring is swimming gear (costume, towel, goggles if you have them). Floats, noodles etc will be provided.

 

Q. Can parents stay on poolside?

A. The rules for parents staying on poolside depend on the venue's terms. PLEASE NOTE While the Covid restrictions are in place no parents can remain on poolside or in the spectators area.

  • St Leonards School - Parents can stay on for the FIRST five minutes and LAST five minutes of the lesson. Parents with swimmers under 5 years old or with a serious medical condition can stay for the duration of the lesson in the designated area.

  • Craigroyston Community High School - As there is no viewing area parents are unable to stay on poolside during the lessons. There is seating just outside the pool area where parents can wait.

  • Bathgate Academy - Parents are welcome to stay on poolside for the moment, but may change if the lessons get busier or if swimmers get distracted.

  • James Gillespie's High School - Parents are welcome to stay on poolside in the spectators area.

  • Queensferry High School - As there is no viewing area parents are unable to stay on poolside during the lessons. There is seating just outside the pool area where parents can wait.

 

Q. Are parents in the pool with the Preschool class?

A. No, as it's not a parent and child class. The teacher will be in the pool with the class, so there will be an adult in the pool with them. PLEASE NOTE Due to Covid restrictions all teaching is to be done from poolside where possible. Aids will be used to ensure the safety of the class.

 

Q. My child is off school age, which level should they be? (Please select a level for more information)

A. With the exception of the Preschool lesson, the levels are based on swimming ability. The levels for school aged children are as follows:

  • Foundation: Non swimmers, generally for ages 5 and up but confident 4 year olds can join

  • Beginner: Able to swim 5 metres front crawl and back crawl, using arms and legs, confidently unaided

  • Improver: Able to swim 10 metres front crawl, back crawl, breaststroke and 5 metres butterfly confidently unaided

  • Advanced: Able to swim 25 metres front crawl, back crawl, breaststroke and 10 metres butterfly confidently

  • Elite: Able to swim 400 metres continuously

 

Q. What are the class ratios? (Please select a level for more information)

A. The class ratios are as follows:

Q. Are the teachers in or out of the water? (Please select a level for more information)

A. Depending on the level the teachers are either in or out of the water. PLEASE NOTE While the Covid restrictions are in place all teaching needs to be done out of the water where possible.

 

Q. At what age can lessons start from?

A. Swimmers can start as young as 2 years old. As no parents are in the pool swimmers will need to be comfortable being in the pool with just the teacher. PLEASE NOTE Due to the Covid restrictions teachers are unable to teach in the pool, so for the moment the starting age is 3 years old.

 

Q. My child can't swim yet, should I bring armbands with me?

A. If your child will point blank refuse to go near the pool without them then feel free to bring armbands. If not, then there's no need to bring them. Most teacher will take them off, unless the swimmer is very uncomfortable without them, as they restrict arm movement.

 

Q. Is there parking available at the venue?

A. Yes, there is parking available.

  • St Leonards School - there is on street parking available on The Pends (the street with the entrance to the school), with more parking available at the harbour.

  • Craigroyston Community High School - car park available

  • Bathgate Academy - car park available

  • James Gillespie's High School - car park available

  • Queensferry High School - car park available

 

Q. Do you provide private lessons?

A. Yes, we provide private lessons on a One to One and One to Two basis. It's £20.50 per lesson for a One to One lesson and £12.50 per person per lesson for a One to Two lesson. Block booking discounts are also available.

 

Q. Do you provide adult lessons? (Please select a level for more information)

A. Yes, we do. We have three group classes, Beginner, Improver and Swim Fit.

The Beginner level is for non swimmers up to those able to swim 100 metres confidently. The class is 30 minutes, there's a maximum of 4 in the class and the teacher is in the water.

The Improver level is for those able to swim 100 metres up to those able to swim 400 metres confidently. The class is 45 minutes, there's a maximum of 6 in the class and the teacher is on poolside. 

The Swim Fit level is for those able to swim 400 metres. The class is 60 minutes, there's a maximum of 10 in the class and the teacher is on poolside. 

It's £7.20 per lesson for Beginner, £7.70 per lesson for Improver and £8.20 per lesson for Swim Fit. We also provide private lessons for adults.

 

Q. My child wants to do something different to the normal learn to swim levels, can you help? (Please select a level for more information)

A. Yes, we also run Rookie Lifeguard and Swim Fit classes for those able to swim at least 25 metres. Our Rookie Lifeguard classes cover lifesaving strokes and rescues with up to 10 Rookies. Our Swim Fit class gives swimmers sets to complete to improve their fitness with up to 10 swimmers.

 

Q. My child is interested in the Rookie Lifeguard class, what's involved in the class?

A. Rookie's will learn lifesaving strokes and rescues through games and scenarios. Rookies must be able to swim at least 25 metres confidently.

 

Q. Can my child try a lesson before committing to the term?

A. Yes, but please get in touch to arrange a trial.

 

Q. Will my child have the same teacher for the duration of the term?

A. We can't guarantee teachers will not get sick, or have plans outside of work that means they will be unable to teach, but will do what we can to keep teachers as consistent as possible.

 

Q. When do the terms start?

A. The terms tend to run in line with the local school terms. St Leonards School may differ slightly due to the private school holidays. To check the dates for the most recent term just click on the venue page at https://www.swimworldedinburgh.co.uk/locations.

 

Q. How long are the children's lessons?

A. With the exception of the Elite level, the lessons are 30 minutes. The Elite lessons are 45 minutes.

 

Q. I'm looking for private lessons, can you provide them at a venue of my choosing?

A. Unfortunately, no. Not all pools allow swimming lessons to take place, so we can only run lessons at venues we have an agreement with.

 

Q. My child is between two levels, which one should I book?

A. If you're trying to decide between two levels the best thing to do is go for the lower level. It's much easier to move swimmers up a level, boosting their confidence, than potentially having them struggle and lose confidence.

Bookings

Q. How do I book lessons?

A. You can book lessons by going to https://www.swimworldedinburgh.co.uk/booking. Just click on the venue, then the class and fill in the details. If you don't have access to a computer we can arrange for you to complete a paper copy of the booking form.

Q. Can I book over the phone?

A. Unfortunately, no. We can only accept bookings in writing.

Q. I've completed the online registration but I haven't received confirmation.

A. Once you've completed the online registration and direct debit mandate (if you have chosen to pay by direct debit) you will receive an automated response to confirm we have received your registration. If you have not received this then we have not received your registration. We will then be in touch within 48 hours to confirm your registration. If you haven't received a confirmation email please check your spam folder. If you still haven't received confirmation after 48 hours please get in touch.

Q. Why am I not receiving emails from you?

A. Sometimes our emails mistakenly end up in your spam folder. To stop this from happening please add swimworld@thinksmartmail.com to your contacts.

Q. The class I would like to book is full. Can I be added to a waiting list?

A. Yes, just select the class that you wish to register for and complete the details.

Q. How do I rebook for the next term?

A. Before the end of the current term you will receive an email with the details for the next term and will automatically be booked in. If you wish not to continue please let us know asap.

Q. Can I rebook through the customer portal?

A. No, current swimmers will be automatically booked in for the next term. Booking any classes on the customer portal will result in a double booking and you may be charged double.

Q. I pay monthly, do I need to rebook?

A. Current swimmers will be automatically booked in for the next term. Before the end of the current term you will receive an email with the details for the next term and the dates of the monthly payments. If you wish not to continue please let us know asap so you don't get charged.

Q. When will my child move up?

A. For the Preschool level, swimmers can move up when they've either completed Preschool 1, 2 and 3 or turned 5 years old. For all other levels, swimmers can move up once they have completed both awards for that level.

Q. Does my child automatically move up at the end of each term?

A. No, swimmers will only move up once they have completed their current level.

Q. I have been on the waiting list and now been offered a space. How long do I have to accept the space offered?

A. Waiting list spaces are held for 3 days. If there is no contact after 3 days the space will be offered to the next person on the waiting list. If there has been no contact after being offered a space 3 times you will be removed from the waiting list.

 

Payments

Q. How much do lessons cost?

A. For the 30 minute group lessons it's £7.20 per lesson, the 45 minute group lessons are £7.70 per lesson and the 60 minute group lessons are £8.20 per lesson. The One to One lessons are £20.50 per lesson and the One to Two lessons are £12.50 per person per lesson.

Q. I've completed the direct debit mandate, do I need to do anything else for payment?

A. No, you don't need to do anything else. The mandate allows us to schedule payments for you. You'll receive an email a few days before the payment is due to be taken to notify you of the charge.

Q. If I pay monthly am I paying more than I would be paying termly?

A. No, the monthly payments only cover the current term. You'll be paying the same amount as you would be paying upfront for the full term just spread out across the term.

Q. Why have my monthly payments changed?

A. The monthly payments only cover a term at a time. So if a term is longer, the payments are spread over a longer period of time and if a term is shorter, the payments are spread over a shorter period of time.

Q. I've completed the direct debit mandate, why have I received an invoice?

A. The invoice is for your records only. If you have payments scheduled the online payment link won't work, so you won't be charged twice.

Q. Can I pay over the phone?

A. Unfortunately, no. We're not set up to take payments over the phone.

Q. I've completed the direct debit mandate but no payment has been taken.

A. Direct debit payments take around a week to go through all the bank checks so do not come out immediately. You can check any scheduled payments on the customer portal under the Financials section.

Q. When will the direct debit payments be taken and how much will they be?

A. You can check the dates and amounts for scheduled payments on the customer portal under the Financial section.

Q. What happens if my direct debit payment fail?

A. We can set the payment up to try again or you can pay using an alternative method. Please get in touch to advise us on how you would like to pay. If the direct debit payment fails for a second time you will be required to make payment using an alternative method or forfeit your space.

Q. Can I pay weekly for lessons?

A. No, we only have full or monthly payment options available.

Q. Can I pay in cash?

A. We prefer not to take cash payments but can do in special circumstances. Please contact us to arrange this.

Q. Can I pay at the venue?

A. We prefer not to take payments at the venues but can do in special circumstances. Please contact us to arrange this.

 
 

Cancellations

Q. I want to cancel the lessons I've booked, will I still be charged?

A. If you cancel the lessons more than 2 weeks before the first lesson you will not be charged. If you cancel lessons less than 2 weeks but more than 24 hours before the first lesson you will be charged a 25% cancellation fee. If you cancel less than 24 hours before the first lesson you will be charged in full. To cancel you MUST get in touch with us.

Q. I've cancelled my scheduled payments, that cancels my booking right?

A. No. To cancel lessons you must get in touch with us. If not, you will still be expected to pay using an alternative method.

 

Customer Portal

 

Q. How can I register for the customer portal?

A. Once your booking has been confirmed you will receive a confirmation email with the link to register for the customer portal. If you haven't received the confirmation email please check your spam folder. If it's not there please get in touch.

 

Q. Why can't I log into the customer portal?

A. If you have registered for the customer portal and are unable to log in, please check that the email address and password are correct.

If they are and you're still not able to log in, you may be inactive on the system. This may happen if you have not attended lessons or if lessons have been unable to run for a period of time, e.g. while lessons have been suspended due to COVID-19.

If you are active and still unable to log in, please get in touch with us to reset your details.

 

Q. What details will I see on the customer portal?

A. The customer portal has the following sections:

  • My Account - here you can see and edit your details, update your password, add payment details and see the terms and conditions for lessons.

  • Swimmers - here you can see and edit current swimmer details, classes swimmers have previously been enrolled in and currently enrolled in, the levels swimmers have completed, the level swimmers are currently working on and add any new swimmers.

  • Classes - here you can add new enrollments, view current enrollments and notify of absences from lessons. Please note, you cannot cancel or edit current enrollments through the portal as we are not notified of any changes.

  • Financials - here you can see previous and current invoices and receipts, balance history and any upcoming payments.

  • Notifications - here you can see any notifications you have been sent from us regarding the lessons.

 

Q. Can I cancel my enrollment through the customer portal?

A. No, you're unable to cancel any enrollments through the customer portal as we are not notified of any changes so it will not be processed.

 

Q. Can I edit my enrollment through the customer portal?

A. No, you're unable to edit any enrollments through the customer portal as we are not notified of any changes so it will not be processed.

 

Q. Can I complete the rebooking process through the customer portal?

A. No, any enrollments made through the customer portal will be in addition to your current enrollment (for the current term and the upcoming term) and may result in you being charged twice.