Rollover Complete

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Just after the half way point in the current program of lessons, you will receive your Rollover Complete notification. This means any bookings you have with DLSA have been automatically rolled over to the next program. The benefits of our roll over system mean less time wasted at the front counter trying to rebook and easily maintain your preferred time or teacher. It is imperative that if you do not wish to continue your booking in the next program, you will need to complete a Deferral Form.

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Usually by week 7 of a program, we will perform the booking Roll Over (RO). As per our Perpetual Program System, all bookings enrolled in the current program will automatically be rolled over to the next program. This saves you time trying to rebook, getting in before you lose your most preferred class/time/teacher. You will receive three booking confirmation emails. The first email will be sent at the time of the Roll Over. This will also signal the availability of the Pre-Payment Discount, which is our most discounted lesson rate. A second email will be sent out a week before the Pre-Payment Discount ends. A third will be sent out just before the new program begins.

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Unpaid Accounts

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During the week leading into the end of the Pre-Payment Discount period, we will send a Family Account Update to all families who have not already finalised their fees for the upcoming program. If there is a problem with your account and/or you have a problem with a payment, please contact our friendly administration team to discuss our family friendly options. Once the new program has commenced, we will automate the following communication:

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Week 1 - Account Update email to all outstanding accounts (albeit not overdue).

Week 3 - Account Update email to all outstanding accounts (albeit not overdue).

Week 5 - Account Update email to all outstanding accounts (now overdue).

Week 6 - Account Update phone call and email to all outstanding accounts (now overdue).

Week 7 - Account Update phone call, email and text to all outstanding accounts (now overdue).

Week 8 - Account Update phone call, email and text to all outstanding accounts (now overdue and due for lesson suspension).

Week 9 - Account Update phone call, email and text to all outstanding accounts (now overdue and lesson has been suspended).

Week 10 - Account Update phone call, email and text to all outstanding accounts (now overdue and lesson has been suspended).

Week 11 - Account Update phone call, email and text to all outstanding accounts (now overdue and lesson suspended).

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Standard Program Identification - 2021 P3

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The DLSA conducts weekly lessons for 49 weeks per year. You can identify any of the four main programs we have each year using our Standard Program Identification, for example, 21P3 = Program 3, 2021 or 22P2 = Program 2, 2022. The program relates to the months of the calendar year that program runs.

• Program 1 = Jan, Feb, Mar - 13 Weeks

• Program 2 = Apr, May Jun - 12 Weeks

• Program 3 = July, Aug, Sep - 12 Weeks

• Program 4 = Oct Nov Dec - 12 Weeks*

NOTE - Due to a calendar anomaly, 24P4 will be a 13 week program

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OUR POLICIES

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Policies are important, they help with communication. We work hard to be 100% transparent with our policies so that there can be no confusion. We understand that there is a bit of reading here, but take a few minutes to familiarise yourself with our policies. These policies can also be viewed at any time in our Customer nPortal or Smartphone App.

 

Make Up Policy

All booked lessons are payable, regardless of attendance.

No refunds will be provided for classes missed through sickness, unavailability or a public holiday closure, instead a Make-Up Token will be provided.

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If you miss a class through sickness, unavailability or a public holiday closure, you can take advantage of the DLSA Make-Up Policy. Here's what you need to know:

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DLSA Make-Up Token - If you miss a class, you can attend a free Make-Up Class by utilising a Make-Up Token, in accordance with the DLSA Make-Up Policy subject to the following terms and conditions:

• Notification of non-attendance must be received (phone call, email or App) at least 1 hour prior to the missed lesson. This enables us to make that spot available for other families looking for make-up opportunities.

• Make-Up Bookings are made subject to availability.

• There is no limit to the amount of accrued Make-Up Tokens.

• Make-up Tokens can be used in a Perpetual Program in conjunction with an active Perpetual Program booking.

• Make-up Tokens can be used in a Booster Block program without a paid Booster Block booking from Tuesday to Friday. ​

• Make-Up Tokens are valid for six (6) months.

• Please note that Make-Up Bookings are made in classes where space is available. If that particular class receives a standard/permanent booking your make-up will need to be re-scheduled.

• A Make-Up Token cannot be transferred to another swimmer/booking. 

• Make-Up Bookings cannot be made in week 1 and 2 of a new Perpetual Program.

• Make-Up Bookings cannot be made on the first day of a Booster Block. 

• Make-Up Bookings cannot be made in the week following an Assessment Week.

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DLSA Make-Up Credits - If you have accrued Make-Up Tokens, but simply can not attend a Make-Up Class, you can apply for a Make-Up Credit, subject the following terms and conditions:

• A Make-Up Credit equates to a $6 credit per make-up that will be credited to your account.

• Make-Up Credits are limited to a maximum of six (6) per child.

• A Make-Up Credit is not refunded, it is credited to your account for use in a future booking. 

• A Make-Up Credit option is valid for six (6) months, after six (6) months the Make-Up Credit will expire.

• A Make-Up Credit cannot be provided for a Make-Up Token provided for a public holiday. 

• A Make-Up Credit cannot be used/redeemed as payment for product. 

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Payment Policy and Options

The DLSA offers three payment options for you to choose from when paying your Perpetual Program swimming fees.

• Direct Debit – Discounted Rate; Direct Debit is our preferred payment option and available for your convenience. Break your annual swimming fees into 12 easy monthly payments or 24 fortnightly payments. Direct Debit Terms and Conditions apply should you wish to maintain your booking via Direct Debit.

• Pre-Pay and Save – Discounted Rate; Pre-Payment Discount Rate will be given to any fees paid in full by close of business on the date specified by the DLSA. PrePay & Save is available for family lesson payments with up to two participants in the DLSA Program and cannot be used with any other DLSA lesson discount.

• Split Payment – Full Rate; 50% of the total family fee is due by the end of Week Two and the balance is due by the end of Week Four. Any fees still outstanding following Week Four of the program will attract a late payment fee.

• Booster Block Holiday Programs; Full payment is due for Booster Block Programs on the first day of lessons or prior. Booster Block programs run part of every school holidays excluding our holiday closure times.

The DLSA reserves the right to suspend or cancel your booking should your fees are outstanding beyond our payment terms and you are not working with us to rectify the problem.

 

 

Perpetual Program Policy

DLSA runs a PERPETUAL PROGRAM. Think of it as a year-round booking with four payment periods Program 1, Program 2, Program 3 and Program 4, or 12 monthly payments if you’re on Direct Debit.

Once your booking is made it will automatically roll over to the next program. You do not need to rebook for the next program, it will happen automatically.

If you do not wish to have a booking in the next program you will need to fill out a DEFERRAL form.
The DEFERRAL form must be submitted at least 2 weeks before the start of the new program.

If you do not submit a DEFERRAL form your booking will continue and fees will be due against that booking as per the DLSA Payment Policy.

All booked lessons are payable, regardless of attendance.

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Cancellation and Refund Policy

You are able to cancel your booking subject to the following conditions:

All booked lessons up to and including your cancellation date, regardless of attendance, must be paid in full. Make-ups will be provided in accordance with the DLSA Make-up Policy.

A $25 cancellation fee will be incurred.

Refunds are not permitted. A credit will be created for any paid/unused lessons for use in the future with our DLSA Private Program.

 

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Fees and Charges

Cancellation Fee - If you cancel or defer a booking after the beginning of a new program a $25 cancellation fee will apply.

Late Payment Fee - If fees are outstanding outside the standard DLSA Payment Policy, a $25 late payment fee will be payable unless a prior arrangement has been made. We may waive the late payment fee if you contact us and arrange a payment plan to pay your account.

Payment Plan Fee – If fees are outstanding outside the standard DLSA Payment Policy and Payment Plan agreement, a $50 Late Payment Plan Fee will be payable.

 

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Photography and Video Policy

The DLSA respects the privacy of our customers. Photography and videoing of children and/or classes is not permitted. 

Taking a photo of your child standing at a designated MAGIC MEMORY PIC STATION (Pic Station) is permitted. We ask that customers ensure that only your child/family is represented in any photo taken at the Pic Station and at no time is it permitted to have other DLSA patrons within the picture without parental consent.

 

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General Rules and Conditions

In the event of an emergency, an ambulance will be called to assist if necessary.

It is the parent/guardian’s responsibility to advise the DLSA of any illness or injury which may put your child, or another child at the DLSA, at risk in or around the swimming pool.

I have read and agreed to the terms and conditions of the DLSA Payment and DLSA Make Up Policy and I understand I am required to pay for all lessons booked regardless of attendance and that a make up lesson will be made available for any lessons I miss in accordance with the DLSA Make Up Policy. This includes lessons missed through sickness, unavailability or a public holiday.

In order to provide a safe and enjoyable environment at the DLSA, management and staff have imposed rules that govern the conduct of all persons. If any person persists in not abiding by the rules, DLSA Management will have no other alternative but to remove them from the DLSA and possibly discontinue their enrolment.

Infants and toddlers up to 20 months are required to wear an approved swim nappy during their classes. Parents partaking in our Infant and Toddler Program are required to wear a shirt in the pool.

I understand that if I am booked into a Perpetual Program my booking will automatically roll over to the next program unless I provide a deferral form at least two weeks before the start of the new program.

I understand that I must supervise my children at all times. Anyone under the age of 12 must be accompanied by an adult.

The DLSA is not responsible for lost or stolen items. We recommend you leave jewellery and valuable items at home.

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