Frequently Asked Questions

I’m a new member, how do I book classes?
Once you’re on the Home Portal page, click “Book class” and select “Sandbach Pool” as the location, “Swimming” as activity then “Show Centers”.  Select your desired lesson/s and then “Checkout”.  You will then be asked to fill in your card details during the payment procedure (please make sure you enter the correct details of the card you are paying with i.e. name, address, postcode and security code otherwise the transaction will fail).
I’m not sure what stage/level my swimmer is, which class should I book him/her in to?
We are using the Swim England Learn to Swim Stages 1-7.  You can take a look on their website and try to gauge what level they should be in. If they are complete beginners, they need to go into a Stage 1 class.  Our swimming teacher will assess them during their first lesson to make sure they are in the correct stage, which is why you should book using the 1 Session Trial Option.  If you’re happy after the lesson, you may select a block booking to secure that space or choose a different stage if told to do so by the teacher.
I’ve made a mistake and booked the wrong stage/class, how do I change it?
You won’t be able to change that yourself, you will need to email or ring 07792706786 to have the MOVE option unlocked.  A “Move” button will appear on your Portal under the swimmer’s name.  You may then select a different class from the same stage.  Please mention in your email if you want to change the swimmer’s stage (only possible if they are able to swim to that level).
My swimmer has achieved the next level; how do I move them to the new class?
You will need to wait for an email which will explain that the movement has been unlocked, the same as the previous question.  Please don’t book in to another class as that won’t transfer your remaining credits and you will end up with two classes.
What should i bring to the swimming lessons?
All swimmers should wear appropriate swimwear to their class. Girls will need a tight-fitting costume (usually a one piece) and a swim cap if their hair is very long (as it can hinder their vision while swimming). Boys will need swim trunks or swim shorts (not baggy or too long as they can hinder the kick movement). Your swimmer will also need a towel, swimming goggles and it’s advisable to bring water (that parents can keep on poolside) as it’s quite warm in the pool hall and they need to stay hydrated.
How many people can I bring to watch my child swim?
As our swimming pool area isn’t very big, we ask that a maximum of one spectator per swimmer attend lessons. Chairs are filled on a first come first served basis and spectators may spread out to sit on the benches around the pool. We do not allow standing or overcrowding of the spectator/gallery area for fire safety reasons.
Am I required to get in the water?
No. We have teachers and their assistants in the water. Parents/Guardians can watch their swimmer’s lesson from the side or the gallery/spectator area.
Swimmer has left! My swimmer has been removed from the lessons, can you put them back on?
Unfortunately, if your credits run out, the system will remove you from the class automatically. This will happen as soon as your last session begins. You will now have to go and book the class again – hopefully it is still available and if it isn’t then you will have to choose a different one or wait until a space becomes available again (keep checking regularly as spaces become available every week). To prevent your swimmer being removed from their lesson, you need to make sure you top up in advance, do not wait until last minute as you risk losing the space in the class. CoursePro will send you reminder emails when you have two and respectively one session left.
Do you teach children younger than 5 years old?
No. The minimum age for children to join our stage 1 beginner classes is 5 years old.
Do you offer 1-2-1 or private lessons?
No. Our small group classes are the perfect environment for teaching our swimmers.
I need to go and pick up another child whilst the swimming lesson is going on, what do I do?
Parents/guardians must remain at the pool for the duration of their swimmer’s lesson. If parents need to leave the school premises whilst their child is swimming (in an emergency situation only) a member of our teaching team must be informed. Swimmers must be picked up at the right time after their lesson to avoid distress.
My swimmer cannot make the lesson. Do we get a refund or can we change days?
Unfortunately, we do not give refunds or discounts for reasons of holiday, sickness or social engagements etc. We regret that we are unable to offer an alternative swim date for missed lessons. We can however make an exception if the swimmer has a hospital appointment and can provide evidence of it.
We will be away/unable to swim for a long period of time and can’t attend lessons. What should we do as we don’t want to lose our remaining credits/sessions?
If you know you will be away for a long period of time, we can remove your swimmer from the class/lessons and they will retain their current number of sessions. They will lose their space in that class and you will have to email us again when they’re ready to return to swimming to let you know what classes are available.
How long should my child stay in swimming lessons?
Learning to swim is a life skill and it is important that any swimmer stays with the programme until they become competent and strong. Swim England recommends a swimmer completes up to Learn to Swim Stage 7 through swimming lessons to give them a solid base to help them enjoy swimming and swimming related activities throughout their life.
Do you have a waiting list?
We do not use a waiting list. All bookings are on a first come first served basis. If there aren’t any suitable spaces for you then please keep checking the Portal regularly as more will become available over time.
Sickness and/or diarrhoea
Please do not bring your swimmer to any lessons if they have any illness such as an ear infection, diarrhoea, vomiting, chicken pox, impetigo, conjunctivitis or a bad cold. Please wait until your doctor has given the all-clear before returning to classes. In the instance of sickness and diarrhoea, your child must have been clear of all symptoms for at least 48 hours before attending lessons.