Terms & Conditions of Enrolment | City of Parramatta

Aquatic Program Terms and Conditions of Enrolment

Definitions

‘City of Parramatta’ – City of Parramatta Council.
'Client Portal’ – An online accessible portal which users can access to alter their Lesson or personal details and put in Enrolment change requests.
‘Days’ – Calendar days, inclusive of weekends and public holidays.
'Direct Debit’ – An agreed upon financial amount deducted from the Parent/Guardian’s nominated account.
‘Enrol’ / ‘Enrolment’ – The act of booking into a Program.
‘Facility’ – Parramatta Aquatic Centre.
‘Holiday program’ – Intensive swimming classes that take place over school holidays. Typically, multiple Days in a row throughout the week and not part of the Standard program or Squad program.
‘Lesson’ – The lesson the student is booked and participating in, which includes a Holiday program, a Squad program, and/or a Standard program.
‘Level’ – Swimming Lesson level.
‘PAC’ – Parramatta Aquatic Centre.
‘Parent/Guardian’ – Account holder of the Enrolment.
‘Program’ – The set of Classes the Student is Enrolled in.
‘Squad program' – A Program for advanced swimmers where multiple Sessions are attended weekly. Lesson attendance can vary week to week and frequency is Level dependant.
‘Standard program’ – Swimming Lessons that occur weekly throughout the year.
‘Student’ – Child or adult participating in the learn to swim or squad Program.

Legally Binding Agreement

On acceptance by the Facility of your Enrolment, the Parent/Guardian and Student (where an adult) acknowledges they will be bound by the Terms & Conditions of Enrolment.

General Conditions

(a) Parent/Guardian and Students must abide by Parramatta Aquatic Centre’s Conditions of Entry. Conditions of Entry are available on our website, the Client Portal, and are available for viewing upon entry to the Facility.

(b) Parent/Guardian must advise staff of pre-existing injuries, medical conditions, or health concerns that may impact their ability to participate in any Program operated by Parramatta Aquatic Centre, at the time of Enrolment.

(c) Parent/Guardian must ensure to update staff in writing should there be any changes to a student’s health, which may impact their ability to participate in the Program. Updates are to be emailed to: pacswimschool@cityofparramatta.nsw.gov.au.

(d) Program Enrolment is personal to the student and cannot be assigned or transferred to another person, unless authorised by City of Parramatta.

(e) Documented change of name notifications can be received and actioned by the Parent/Guardian through the Client portal, or by contacting the swim school directly via email to: pacswimschool@cityofparramatta.nsw.gov.au

(f) The Program the Student Enrols in will determine the time, Day, sessions per week and location of the Lessons. Parent/Guardian can transfer to a different Day/time through the Client portal.

(g) Parent /Guardian may request to change their scheduled Lessons, provided there is available Lesson space.

(h) The Facility reserves the right to reject an application for Enrolment to the Program. Enrolments may be rejected if the Terms & Conditions of Enrolment are not abided by.

(i) All Program Enrolments commence on the date stated on the Enrolment agreement.

(j) Enrolment to all Programs are confirmed after payment details have been verified during the Enrolment process. Bookings without payment verification will be notified by email prior to final confirmation of the Enrolment.

(k) A Student or Parent/Guardian must always present proof of Enrolment for admittance to the Facility.

(l) Admittance may be refused if a student or Parent/Guardian fails to provide proof of Enrolment and proof of identification, on request.

(m)    The Facility reserves the right to:
(i)    vary, add, or eliminate any of the facilities or services provided by the Facility.
(ii)    change the fees we charge for our services.
(iii)    alter the Terms & Conditions of Enrolment.
(iv)    vary our hours of operation or Program schedule.
(v)    cancel Lessons or a Program. In the event a Lesson is cancelled, the student will receive one-off Lesson credit. Credits will be valid for 12 months, to use towards future payments for Program Enrolments at Parramatta Aquatic Centre.
(vi)    change a Lesson or Program instructor. In this regard, changes will be provided on the Aquatic Programs Supervisor whiteboard at the Facility; and/or
(vii)    change a Student’s Enrolled Lesson to meet operational requirements.

(n) Entry for one spectator for each Program participant is included in Program fees; all other spectators must pay a spectator fee. If the designated spectator or family member wishes to swim recreationally, they must pay the standard entry fee.

(o) Students can swim recreationally before and/or after their Lesson at no additional cost, on the Day of the scheduled Lesson. Membership QR entry will activate 60 minutes before the scheduled Lesson.

(p) If Students attend and staff deem them to be unwell, Parent/Guardian will be asked to remove the Student from the Lesson; or, in the case of a student who is an adult, they will be asked to leave the Class.

(q) Students who miss a Lesson will not be entitled to a credit, refund, or make-up Lesson.

(r) Parent/Guardian must process all change of Lesson requests through the Client portal. This includes when progressing to the next Level, as advised by the Aquatic Programs Supervisor.

(s) Students ready to move to the next Level, should continue to attend the currently scheduled Lesson. Aquatic Programs Supervisors will notify participants if a Lesson becomes available for transfer, or the transfer is completed in the Client portal by the member.

PAC Squad Program

(a) Squad Sessions will be conducted in the 50m pool unless the weather is inclement; in which case, they will be moved to the 25m pool.

(b) Missed Sessions are not refunded or credited; however, Sessions can be changed subject to availability within the same week. All session attendance changes can be made in the Client portal.

(c) Maximum/minimum Sessions per Level are:
Stingray: Minimum 2 Sessions per week.
Shark: Minimum 2 to maximum 5 Sessions per week.
Thunderbolt: Minimum 6 Sessions per week.
Adults: Minimum 2 to maximum 5 Sessions per week. Additional Sessions can be attended, subject to availability; and additional fees will apply.

(d) All potential Squad program swimmers are required to attend an assessment prior to booking

(e) Swimmer assessment is ongoing once in the Program; you will be notified by Coaching staff of any required movements to new Levels.

Payments

(a) All program fees must be paid through a fortnightly Direct Debit, regardless of attendance.

(b) In the event of failed Direct Debit payments, we will notify you via email. Payment must then be made via the Client portal or at our Customer Experience Area, prior to the next Direct Debit date. Entry to your Student’s Lesson will be restricted until the outstanding payments are made.

Where Vouchers (e.g., gift vouchers, NSW Active Kids Vouchers) are applied, the Direct Debit will commence once their value has been fully applied.

(c) Holiday or specialised Program fees must be paid upfront at the time of Enrolment, with such fees being specified as part of the Enrolment process.

Program Calendar

(a) Programs run all year round and will only pause for 3 weeks over the Christmas and New Year period. A notice will be issued in relation to closure dates, 30 Days in advance. Direct Debit payments will be paused for this period.

(b) Learn to Swim programs and Squad programs do not operate on Public Holidays. If a student’s scheduled Lesson falls on a public holiday, they will not be charged for this Lesson.

Program Commitment

(a) The City of Parramatta commits to:
(i)    providing a safe and caring swimming environment with industry qualified instructors.
(ii)    developing swimming and water safety skills for every Student.
(iii)    a consistent teaching approach across all Levels and teachers.
(iv)    regular swimming assessments against the Level requirements conducted by our Aquatic Programs Supervisors; and
(i)    annual Program reviews to ensure we are meeting industry standards.

Medical Enrolment Suspension

(a) Enrolments may be suspended due to medical illness or injury.

(b) All medical suspension requests must be accompanied by a valid medical certificate from a General Practitioner (GP) or hospital. The medical certificate must include the specific dates the student is unable to participate in the Program.

(d) All medical suspension requests must be advised within 48 hours of the occurrence of the injury/illness, must be a minimum of 7 days in duration, and cannot be backdated.

Enrolment Suspension

(a) All suspension requests, other than medical suspension, must provide a minimum of 14 Days’ notice, must be a minimum of 7 days in duration, and cannot be backdated.

(b) Suspensions for non-medical reasons can be made for up to 14 Days per calendar year. The 14-Day suspension limit will reset for each member on each calendar year.

(d) Program payments will be automatically reactivated after the suspension period has been completed.

(e) Suspensions will not be processed if there are outstanding fees on your Enrolment.

(f) Holiday program Enrolments are not eligible for suspension.

Enrolment Cancellation

(a) City Of Parramatta reserves the right to cancel your Enrolment agreement at its discretion.

(b) All Standard programs and Squad programs have a 12-week minimum engagement period.

(c) Enrolment in a Program does not automatically cancel and will continue until the student (where an adult), or their Parent/Guardian, completes and sends a cancellation submission via email to:
pacswimschool@cityofparramatta.nsw.gov.au

(d) Where a student or their Parent/Guardian wishes to cancel their Enrolment, they must give the Facility a minimum of 14 Days' notice in writing, in line with the regular Direct Debit payment cycle.

(e) If the Student or Parent/Guardian cancels their Enrolment prior to the expiration of the contract term, they must pay out the full amount that would be charged during this period.

(f) All Enrolments will have a 7 Day ‘cooling off period.’ The 7 Day cooling off period commences from the date the Facility accepts the Enrolment. Lessons scheduled within the cooling off period will attract the relevant Lesson fee.

(g) Cancellations will not be processed if there are outstanding fees on your account.

(h) Holiday program Enrolments are not eligible for cancellation or refund.

Active Kids Vouchers

(a) Parramatta Aquatic Centre is a recognised provider for NSW Active Kids Vouchers; vouchers must be submitted via the website. Please allow 15 Days for processing these vouchers.

(b) The proportion of fees paid using these vouchers is non-refundable and not transferable.

(c) Active Kids vouchers can be used upon Enrolment and throughout your Enrolment period. Please note, our minimum engagement period is 12 weeks. Active Kids vouchers must be submitted through Learn to Swim | City of Parramatta.

(d) One Active Kids Voucher may be used towards a minimum 5-Day Holiday program.

Swimwear / Nappy Policy

(a) Appropriate swimwear must always be worn when swimming in the PAC pools. All other clothing items are not acceptable to be worn, when swimming.

(b) Participants who are not toilet trained, are required to wear an approved swim nappy.

Respect & Safety Policy

(a) To provide the best possible service to our community, we are committed to prioritising safety in our centre for both patrons and staff.

i. Threatening, obscene, racist, sexist or demeaning language, or name calling, are not acceptable. This includes written abuse via email, text message or social media platforms. Such behaviour may result in police attending the Facility, and you and your family being excluded from using the Facility for a period of time or permanently.

Child Safety

(a) Our Facility will uphold practices that promote the safety, welfare and wellbeing of children and young people. All members and guests must behave accordingly.

(b) Our staff hold current NSW Working with Children Checks and undergo regular Child Protection training. We have a “See something, say something” policy. Our expectation is that, as a parent, guardian, carer, or visitor to our Facility, you notify our staff immediately if you have any concerns about the welfare or safety of a child or young person.

(c) A parent or carer aged 18 years or older must remain poolside for the duration of lessons, for all Students aged 15 years & under. Students without a responsible adult will not be provided access to the Facility unless a responsible parent or carer is present.

(d) Squad program Students 15 years and under are to have a parent or carer present on pool deck at the beginning and end of the session.

Photography & Videography

(a) The use of cameras and mobile phones for the purpose of taking photos and videos are not permitted in change rooms.

(b) Patrons are asked to respect the privacy of others when videoing or photographing their family members or friends.

(c) Consent must be received from other participants in lessons and from PAC staff, prior to taking photography and/or videography of lessons.

(d) Patrons may be reported to police if seen videoing or photographing other patrons without their consent.
(e) Any image taken without authorisation may be asked to be removed from your device.

Emergency Evacuation

(a) In the event of an emergency, you must always follow the instructions of PAC staff.

(b) Please move safely to the assigned exit, following the emergency exit signage, and remain in the Emergency Assembly Area until you are advised it is safe to leave.

(c) Children that are enrolled in Programs remain the responsibility of the Program staff and will be moved as a group to the Emergency Assembly Area.

(d) Parents and carers of Program participants are welcome to join their child's evacuation group if it is safe to do so. Please do not remove your child from their evacuation group until you have been given approval to do so by the Chief Warden.

Car Parking

(a) Carparking for Facility users is available on-site at the PAC or the Justice Precinct Car Park and is subject to availability.

(b) Where carparking is included in the Program Enrolment, a single entry and up to two hours parking for one vehicle in the nominated car parks, is included.

Communications and Privacy

(a) If you wish to notify us about anything relating to this agreement, contact should be made through the Client portal. This includes cancellation, suspension or change of details notification.

(b) We will notify you of any changes via email to your nominated email address.

(d) We do not accept responsibility for contact details, which are not updated. Parent/Guardian will not be reimbursed for any miscommunication because of incorrect information.

(e) We will provide 14 Days’ notice on all changes to Enrolment conditions.

(f) We will provide 30 Days’ notice on all changes to Program fees.

(g) We will provide as much notice as possible if a scheduled Lesson is cancelled.

(h) Parent/Guardian acknowledges that they may receive communications and marketing materials from the City of Parramatta and affiliated third parties in the provision of services.

(i) The City of Parramatta manages your information in line with our privacy policy. Our privacy policy is available online at https://www.cityofparramatta.nsw.gov.au/privacy-policy

Release and Indemnity

(a) The Parent/Guardian or Student (where an adult) declares and acknowledges that:
(i) the student is medically and physically able to participate in the Program and accepts the inherent risks of undertaking such physical activity.
(ii) all Students attending the Facility must comply with these terms and conditions and participates in all activities offered by the Facility at their own risk.
(iii) to the extent permitted by Law, the City of Parramatta is released and discharged from all liability for loss, damage, or injury that a Student may sustain while at the PAC, where such loss or damage is the result of a Student’s failure to comply with these Terms & Conditions of Enrolment or the Facility Terms and Conditions of use at the Facility , or the Student’s own negligence.

(b) This release and indemnity shall not apply to the extent that any loss, damage, or injury occurs as a result of, or is caused or contributed to by, Council or any of Council’s employees and/or Council’s contractors.