Can't make it to a lesson... No problem! You can accrue a Make-up Token, but only if you follow a few simple rules!
We know you're busy, stressed and tired... We have a family also! :D That's why the DLSA prides itself on providing FAMILY FRIENDLY policies. One very important policy is our Make-Up Policy.
Did you know, Not all swim schools offer Make-Ups. If you miss a lesson, then it's just considered missed. Again, we know what it's like raising a family and sometimes the day just slips away, or someone comes down with a sniffle, or maybe someone just needs a mental break! When you have a booking at the DLSA, you can make that call without the risk of losing a lesson.
If you need to miss a lesson, you can call us and leave a recorded message, you can email us, or our PREFERRED method is to us either our Customer Portal or smartphone app to directly log your cancellation in our booking system and accrue a Make-up Token.
It's quick and easy! Haven't got yourself setup yet? Kick here to go to our Customer Portal. Click here to view a HOW TO vid on downloading the app. Click here to view a range of HOW TO vids on how to get the most out of using our Customer Portal and Smartphone App.
There are a few guidelines to be aware of regarding successfully qualifying for a Make-Up Token. You can read the fully written policy below, but the summary points are as follows:
You must notify us at least 1 hour before the missed lesson.
No more than four make-ups can be accrued at any one time (not counting any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid).
Make-ups can only be used in conjunction with an active booking (accept any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid).
If you are unable to attend any make-ups, a $4 credit per make-up will be placed on your account (max 4).
Make-ups must be finalised within eight weeks of being accrued (accept any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid - 6 months).
If you have booked a Make-Up class and a full booking needs to take that spot, we will need to reschedule your make-up (doesn't happen very often and we try to avoid it as much as possible)
If you have Make-ups still owning at the end of a program a maximum of four MU's can be taken forward to the next program to be used as MU's not credit for lessons.
Just to highlight one VERY IMPORTANT aspect of the policy. Our new booking program is a bit of a stickler on that 1 hour time limit... If you try and cancel your lesson less than 1 hour before the start of the class, or after the class has started, the system will record the absence, but will NOT issue a Make-up Token.
Why is this? Because we are very focussed on being able to offer Make-Up spots to families who need them. If you let us know that you won't be there more than an hour before the class, it means another family may be able to use that spot to catch up on one of their Make-Ups.
At any time if you have any questions or concerns regarding any of our policies, please contact our friendly Admin Team to discuss.
Full DLSA Make-Up Policy:
All booked lessons are payable, regardless of attendance.
If you miss a class through sickness, unavailability or a public holiday closure, you can attend a free Make-Up Class in accordance with the DLSA Make-Up Policy subject to the following conditions:
Notification of non-attendance must be received 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-ups are made subject to availability.
No more than four make-ups per child can be accrued at any one time (not counting any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid).
Make-ups can only be used in a program in conjunction with an active booking (not counting any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid).
If you are unable to attend any make-ups, a $4 credit per make-up will be placed on your account (maximum four make-ups per child).
Make-ups must be finalised within eight weeks of being accrued unless a prolonged sickness or injury supported by a doctor’s certificate prohibits the make-ups being done within the eight weeks (accept any MU's accrued as part of a Qld Government lockdown directive or missed lessons while recovering or isolating from Covid - 6 months).
Please note that make-ups are made in classes where space is available. If that particular class receives a standard booking your make-up will need to be re-scheduled.
A maximum of four of any make-ups still owing at the completion of the program can be carried to the next program to be used as make-ups. These make-ups can only be booked from Week Three onwards and must be completed by Week Six of the new program.
No refunds for classes missed through sickness, unavailability or a public holiday closure, instead a make-up class will be provided.
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