Policies

Serenity Swimming – Winter Policies

Snow & Ice:
 Weather and road conditions can vary greatly across our area, and we never want families or instructors driving if they feel unsafe.

In the event of snow or ice:

  • We will first confirm with instructors that they feel safe driving to work.
  • We will then reach out to families regarding their comfort level.
  • If either the instructor or family does not feel safe traveling, the lesson can be rescheduled or a credit applied toward next month’s tuition. Our strong preference is to reschedule the lessons- gaps can make it hard to progress.
  • Help us by checking your email and text if there are weather conditions.
  • If you do not hear from us and its minimal amounts of snow, lessons are planned to proceed. If you are located in an area more effected, let us know if you need to adjust your lesson. Same with if weather moves in earlier/ worse than planned.

If winter weather is forecasted, we may try to move lessons earlier in the day or week. If those times don’t work for you, no problem — just let us know so we can offer the spot to another family.

Because weather forecasts can change quickly, we prefer to wait and see if conditions actually worsen before canceling lessons — except in cases such as a flash freeze, when we would close early to ensure everyone can get home safely.

If lessons are proceeding but you decide conditions are unsafe for travel (or planned to but it got worse), please cancel in the customer portal (list “Weather” as the reason) so your instructor is notified immediately and we can add a makeup/ credit.

If a no-travel advisory is issued, the facility will be close- no exceptions.

During Winter 2024, our driveways and parking areas were plowed and salted regularly, and we expect the same this year. The final turns were also plowed better than other areas of the drive.



Cold, Flu, & Allergy Season Policy

(Effective Nov 1 – May 1)

To keep everyone healthy and swimming safely, here’s how sickness-related cancellations work during flu season:

  • Sickness cancellations made at least 2 hours before the lesson may be rescheduled.
  • Each child may use this “2–24 hour sickness reschedule” option twice per flu season.
  • To use this option, you must cancel through the customer portal and list as “Sick” (Emails, texts, or calls do not qualify—staff are able to immediately know via the customer portal). We will edit the absence to excused and it will generate the makeup token.
  • After those two instances, or for any other cancellations, the standard 24-hour notice policy applies.

If notice is given under 2 hours but not a no show, not the approved way, or it’s the third under 24 hr sickness cancellation, families are welcome to attend a Family Swim (Sun 4:30) instead.

This policy applies only to illness-related absences — not other reasons.



Year round policies

All pool rules must be followed. Please listen to our staff. Not listening to staff will result in removal from Serenity Swimming programming (it is hard to find good staff, we want to retain our staff). 

Please treat our facility with respect and safety in mind; this applies to all family members. We do not want an accident to occur. We reserve the right to stop lessons if unsafe behaviors are occurring.


CANCELLATION/RESCHEDULING POLICY
Appointments can be canceled or rescheduled with no penalty no later than 24 hours before the scheduled lesson time up to 12 times per year. Canceled lessons will result in a makeup token (or used for family swim) issued on the day of the canceled lesson. If you would like to make up the lesson early, please email and we will add the makeup token in early via hand. If you just need to move earlier/ later in the day, email and we will see what we can do! The makeup token lesson times vary depending on availability and can be booked 1 week in advance and are valid for 90 days. Ideally makeups will be scheduled quickly so we get back to consistency/ less gap before the next class.

If you cancel or reschedule with under 24 hours OR more than 12 times per year-- AND communicate this before your lesson time, then you can attend a family swim for free.

The cancelation policy applies regardless of the reason except as noted. It is the families responsible for putting in the absence request via the customer portal (my account, under the student name click absence).


WHAT TO WEAR
Swimsuit or other attire that is supports your ability to swim. Goggles are highly suggested.

All children under 3 and those not potty trained for six months must wear a double diaper system with Happy Nappy on top. We have them available for sale onsite if needed. If an accident occurs in the pool, there is a $500 fee for cleanup; exempt if the child is wearing a double diaper system.


ARRIVAL AND PICKUP
Be sure your student arrives 5 minutes before his/her scheduled lesson time. If you arrive late, we cannot extend your lesson (if its our fault, we will). If you could take off your child's shoes at the bench, before entering the pool deck that would be appreciated (parents can leave their shoes on). We recommend going to the pool deck about 1-2 min prior to the start of lesson and wait for the instructor. Near the end of the lesson, we recommend coming back on the pool deck about 2 min prior to the end of the lesson (more if your kiddo loves to show their new skills). During the lesson, we encourage you to watch from the viewing area off the pool deck. Parents should remain onsite unless the student drove themselves- we are not able to provide childcare before/ after their lesson.


DROP PROCEDURE:
PARENTS MUST NOTIFY Serenity Swimming TO DROP A STUDENT FROM CLASS. Only a written notice via the online booking platform, email, regular postal mail or hand delivered to our front desk will be acceptable. Billing ends at the end of the month, with a minimum of 14 days’ notice required for cancellation. If notice is given after the 15th, your cancellation will take effect at the end of the following month.

Please note: You are responsible for payment for your student's classes WHETHER OR NOT YOUR STUDENT ATTENDS CLASS until the time you notify the staff VIA WRITTEN NOTICE.