FAQ's

Frequently Asked Question's 

Answers to the most commonly asked questions can be found here, if you can not find the answer to your question please do let us know! 

What are the office hours?

We are in the office Monday – Friday from 10am to 2pm  throughout 
term time and school holidays. 

What are the term dates?

See the 'Term Dates' page

Can I watch my child swim?

Yes, you can sit on poolside to watch your child swim. 
Please refer to the details here on the venue you are attending as this differ between pools.

If I do not stay on poolside and choose to stay in my car, do I have to pick my child up from the changing rooms or can they walk back to the car?

Under no circumstances will children be allowed to leave the pool building without their parent so please pick them up promptly from the changing room at the end of the lesson.

 What Goggles should my child wear?
Goggles can be helpful in assisting your child to learn to swim and may make your child feel comfortable in the pool while they are learning and can help them develop their aquatic breathing skills as they learn to put their face in the water.

However, it is vital children are comfortable swimming with and without goggles so they 
don’t panic in an unexpected situation.  

If you are buying goggles for your child:

Choose a pair with BSI instructions on the packaging for the correct way to put on and take off goggles
Choose a pair that fit properly. Leaking goggles could affect the child and waste lesson time
Ensure your child knows how to fit and adjust goggles properly
NOTE: teachers will not be responsible for fitting children’s goggles

For medical and other associated reasons when children have to wear goggles, 
please let us know so we can update our medical records.

How much do lessons cost?

Please check our individual venues through the 'Venue' tab on the Menu bar for 
more information on prices and which lessons are held at each.

How do I enrol?

Please call 07939 655 420 during office hours or alternatively email Office@FinsSwimmingClub.org. 
In order to add a child to our system we will need to take some details from you and to secure a space in one of our swimming classes we would need to take full payment at the point of booking.  

Can I book for less than 12 weeks of lessons?

Unfortunately, we are unable to process bookings of less than 12 weeks. 
Lessons are paid for in 12 week blocks regardless of when a swimmer joins FSC, this can be 
at any point in the term and the lessons will roll over to the next term. 

We need a different day for our swimming lesson, am I able to change this?

We recognise how children’s activities, family circumstances, etc. change from time to
 time so in order to make our lessons as convenient for you as possible, 
please do contact us if your current class is no longer convenient and we will do all that we can to 
change your class to a different day/ evening subject to availability. 

Are lessons running today?

Our lessons will be running throughout our term time, if we do have to cancel a lesson 
for any reason we will always text initially. 
During the week we will follow up with an email detailing why and on the weekend an email 
with further details will be sent on Monday. 
For more information on our term dates please click on the ‘Term Dates’ tab at the top of the page. 

I have lost/left an item at the swimming pool, how can I contact them?

If this is during office hours please call us on 07939 655420 and we can help you to track the item down or let you know if staff are at poolside so that you would be able to collect your item from the pool. 

Please do not contact the school directly.

Outside of our office hours please do leave us a message by emailing 
Office@FinsSwimmingClub.org or we can also be contacted via our  Facebook page. 

I’m struggling to log into my Parent Portal, please help!

If this is during office hours please call us on 07939 655420 and we can help you 
to access your Parent Portal. 
We are able to help you reset your password, create a new account and add a sibling to an existing account. Please do let us know if you are experiencing any problems!

Outside of our office hours please do leave us a message by emailing Office@FinsSwimmingClub.org, 
if you can include some details about the issue you are having we can then have a look at this for you 
as soon as we are back in the office. 

What is the refund policy?

For existing customers: 
If you wish to cancel lessons FSC can look to resell your space, however 
we cannot guarantee to be successful. 
Should your space be re-sold you will receive a refund from the point of re-sale, 
minus a one lesson administration fee. 

For new swimmers only: 
To abide by distance selling regulations, you have a 7 working day cooling off period 
from the date of your booking. 
However this withdrawal right shall no longer be exercised if the first lesson has 
been taken before the expiry of the cooling off period.

FSC is under no obligation to refund or credit you in the event that you are 
unable to attend part of or the entire course. 
We regret that we are unable to offer an alternative for missed lessons. 

If a lesson is cancelled due to a pool closure, Fins will re-run the lesson if the rescheduled 
date falls within Hampshire or Surrey County Council published term dates. 
If we are unable to re-run the session, this session will be added onto the end of the 
booked 12 week block, which may fall into the following school term. 
We are unable to provide a credit for non-attendance.

Please visit our full Terms and Conditions for more information. 
These can be found at the bottom the page.

FINS swimming club logo
Call Fins Swimming Club on 07939 655 420 to find out more about our award winning swimming lessons 
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