Category: Message to all our clients
Terms and conditions
Making a purchase acts as confirmation that these terms and conditions have been agreed upon between you, the client, and Turner Swim.
Bookings and cancellations can only be made online.
Bookings or cancellations discussed by any other method at all, including email, telephone and direct with instructors are not valid.
48-hour cancellation policy
Lessons can not be cancelled or rearranged with less than 48 hours’ notice before the scheduled lesson start time. We are sorry but we can not make any exceptions to this rule. Click to log in and cancel a lesson.
Illness and injury
If you are injured or have a new illness, then for any lessons beyond the 48-hour cancellation window then we will extend the validity of any credits up to a maximum of 6 months.
We are unable to extend the period of validity for packages without a doctor’s letter stating the client’s inability to swim for a defined period. This letter must be received before the credits expire.
Packages and duration
1 x one hour credits are only valid for 3 months from the date of purchase.
5 x one hour packages are only valid for 6 months from the date of purchase.
10 x one hour packages are only valid for 8 months from the date of purchase.
Once lessons have been purchased, they are non-refundable and non-transferable. If you wish to purchase a gift for another, we must be advised at the time of purchase on the online booking system.
We strongly recommend that client’s book for a maximum of 1 lesson per client per day. Our experience is that if clients have booked a second session they tend not to make as much progress as if they have allowed 24 hours to elapse.
All lessons are conducted poolside with the exception of open water coaching.
Health and safety
Upon arrival clients are required to:
(i) sign in at the venue reception. You may need to show your booking reminder email to show reception staff.
(ii) arrive at the venue no more than 15 minutes before the scheduled lesson start time and to arrive poolside no more than 5 minutes before the scheduled lesson start time and to leave the pool and pool side promptly at the end of the lesson. This is to help us maintain the client’s privacy.
(iii) let the instructor know about any injuries or relevant medication being used at the start of each session.
(iv) not be under the influence of alcohol or recreational drugs.
(v) refrain from using other facilities apart from the showers and changing rooms.
(vi) understand that diving, filming, and photography are not permitted at any of our hotel venues, due to hotel health and safety regulations.
(vii) know that treading water is only available at Le Meridien hotel Piccadilly where the depth of the pool is between 1.0m and 1.5m. All other swimming pools are 1.2m deep. All swimming pools use chlorine-based treatment.
(viii) refrain from bringing any guests or spectators to the hotel health club venues as these are not permitted.
We are closed annually for Christmas from approximately 20 December to 3 January inclusive with no lessons taking place during this period.
Unscheduled pool closures are exceedingly rare but sadly if they happen, they are out of our control. In the unlikely event of a pool closure you will receive an email stating that your lesson has been cancelled due to a pool closure. The lesson credit will then go back onto your account for you to rebook for another lesson. Pool closures do not mean any complimentary credits are issued and no other terms and conditions are affected by this.
If one or more of our London hotel venues closes for a prolonged period, then credits are to be used at the remaining London hotel venues without any additional variations to our terms and conditions.
Off-peak credits are only valid in London between the hours of 08:45am and 4pm lesson start times Monday to Friday at participating hotels. The hotels are currently Le Meridien Piccadilly and Jurys Inn Holborn but are subject to change at any time by the hotel management.
Open water swim coaching.
Open water swim coaching sessions are only for adults who can swim a minimum of 50 meters front crawl with aquatic breathing in one go without stopping. If adults’ book onto courses but are below this standard, we reserve the right to terminate your course without providing replacement lessons or a refund. Participants who miss a session are not credited with another session, nor are they given a refund for the missed session. If you can swim less than 50 meters front crawl then please book for our one-to-one hotel-based lessons first, so that you can meet the standard required.
Turner Swim and the Docklands Sailing and Watersports Centre reserve the right to amend, cancel or rearrange a session based on the weather conditions on the dock, as safety is of paramount importance. Any cancellation from the Turner Swim and DSWC partnership due to the weather does not mean that a client can have additional variations to the agreed terms and conditions.
For all group open water swim coaching purchases: The credits are valid for use between 1 May and 15 August 2020 only, at any available session. Unused credits expire at the end of the season. We actively encourage you to book in early to avoid any disappointments and to help us plan our coaching accordingly. We will be unable to run group sessions where there are less than 4 paying clients per instructor. All other terms and conditions stated also apply for group open water coaching sessions, including our 48-cancellation policy.