FAQs

Frequently Asked Questions

What measures do you have in place to keep my family Covid Safe as we return to swimming lessons?

We have a comprehensive Covid Safe plan in place, following all the latest Government and industry body guidelines to keep all our customers and staff safe as they return to regular lessons. We encourage all our swimming families to read our “Covid Safe – Return to Swimming Checklist” which can be accessed via this link.

How much are lessons and how do I pay for lessons?

Lesson are $21 per child per lesson for swimming once a week. We offer generous multiple child and multiple swimmer discounts. Please ask our Customer Service staff for details of these discounts.

Your booking at In2Swim is continuous and is charged 4 weekly in advance, every 4th Tuesday to your nominated credit or debit card (Visa or Mastercard) via direct debit.

At the time of booking, we will process a pro rata payment up to the next scheduled direct debit and then all Customers will be charged on the 4th Tuesday on an ongoing basis. A copy of our direct debit schedule is available at Customer Service.

When do lessons run?

We are open 7 days a week

Aquatots classes for babies and toddlers are held every morning 7 days a week.

Preschool classes for children who have not yet started school are held daily. From 9am – 12 on Monday to Friday and from 8am – 3pm Saturdays and 8am to 12pm Sundays.

School age Learn to Swim lessons are held 7 days a week. Monday to Friday after school from 3.30pm to 6pm and Saturday from 8am to 3pm and 8am-12pm on Sunday.

Stroke Development classes are held Monday to Friday from 3.30pm and Saturday and Sunday mornings. We also offer Dolphin, Shark and Croc level classes on weekday mornings before school.

Squads Our Junior Squad (1.5 hour squad) is held Monday to Friday before and after school at 6am and 6pm. Our Senior Squad (2 hour squad) is held on Monday to Friday mornings before school.

How can I book in?

For Aquatots (Babies and toddlers from 6 months to 3 years), beginner* preschool and beginner* school age levels, bookings can be done over the phone or in person, without assessment.

 

For all other customers, we will arrange a short free in water assessment to confirm your child’s level before making a booking. These assessments usually take 10 minutes per child.

 

Please email enquires@in2swim.com.au or call Customer Service 9907 1167 to make a booking or arrange an assessment for your child.

 

You are also welcome to visit our facility and view our program in action at any time.  Our Customer Service team are available from 8am to 6.30pm Monday to Friday and on Saturday (8am-3pm) and Sunday (8am-12pm).

 

*Beginners are students who are new to swimming and have not taken lessons previously.

Where is the pool?

We are centrally located at 563 Pittwater Road, Brookvale, next to Manly Leagues Club.

 

Where can I park?

There is plenty of parking available in the Leagues Club multi-storey carpark located on Federal Parade. There is also on street parking on both sides of Pittwater Road (subject to clearway times) and Victor Road.

What can I do to help my child prepare for their school swimming carnival or try racing?

Our Race Night is offered every second Friday during term time and is a great way to introduce children to swimming competitively. The focus is on FUN, participation and each child improving their own time. We acknowledge swimmers’ personal best results as well as first, second and third in each race with fun stickers that swimmers collect in their own race book. To enter Race Night, you just need to fill out our race night entry tickets which can be found at Customer Service during the week before the event. Each race entry costs $2.50, with a maximum fee of $10 per family.  That means if your family enters more than 4 individual races, each additional race is free.

 

Swimmers from Stingray level and above are welcome to attend this family event.

 

During October and January school holidays our Intensive Program includes a Starts, Dives and Turns clinic where children come for 5 days to solely focus on these elements of racing.

What do I bring to lessons?

  1. Each child will need well-fitting goggles for their lesson.
  2. Swimmers: The pool environment is very comfortable – we heat both the pool water and air, so there is no need to wear a rashy or other type of top.
  3. Swimming cap or hair tied back: Hair falling across a child’s face or getting caught in goggles can be distracting so we ask that all children tie their hair back and/or wear a cap.

Swim Shop:

Our Customer Service staff can fit goggles and we also have a range of caps for sale.

Do lessons continue through the holidays?

Yes, we are a continuous program offering lessons year-round. We close for 2 weeks over Christmas and New Year and on Public Holidays. Your fees are adjusted if you miss a swimming lesson on one of the days we are closed.

Do you offer an intensive program during the holidays?

During each School holidays, we offer an Intensive Program which is run in addition to our normal weekly lessons.

Our Holiday Intensive is a 5-day program, run in the mornings. The program is a ‘burst’ of lessons with the same teacher and has historically shown great benefits for swimmers on the cusp of reaching the next level or assisting a child that is new to their class level. When booking into the Intensive, your normal weekly supervisor will communicate to the Intensive Supervisor to ensure that we focus areas of development for each individual child.

Bookings for our Intensive open 6 weeks before. Please ask our Customer Service staff or be on the lookout for signage as this program is popular and there are limited spaces available for each level.

How do we take a break from lessons or cancel lessons?

At In2swim our program and make-up policy is very flexible, we understand that families are very busy and schedules change due to many factors including sport, other activities, health and family holidays.

For short term absences and holiday periods, we can often utilise our make-up policy to provide a solution that maintains your booking and ensures you don’t miss out on valuable lessons.

We can make changes to your booking at any time and cancel at the end of any four weekly period. We request at least 2 business days notice to process your cancellation.

Booking changes or cancellations can be processed face to face, via email enquiries@in2Swim.com.au or via phone.

If you are planning a change to your booking, please get in contact with our Customer Service Team and they will be happy to assist.

What happens if I miss a lesson?

Whilst we know that attending regular weekly lessons is the best way to learn, we understand that children get sick and that families are busy.

 

For this reason, we offer our no questions asked, makeup policy so that if you need to miss your normal weekly, we can offer you an alternative time to come. Our make-up offer is designed to provide flexibility and value to help you maintain your child’s regular swimming routine.

 

There is no cost for makeup lessons and no need to provide a medical certificate.

 

In summary, our makeup policy is as follows;

 

  1. Each child qualifies for one makeup lesson every 4-week payment cycle.
  2. Once you have missed your lesson, you have 2 weeks to take an extra ‘makeup’ lesson. We have lessons 7 days a week in all class types to ensure there are spots available for makeups to be taken.
  3. Each child is eligible to take 8 makeup lessons in a calendar year. (Pro-rated to the number of 4 weekly blocks swam)
  4. Once booked, a makeup lesson cannot be changed or cancelled.

 

If you know you are going to be away and miss a lesson, it’s very useful to let us know so someone else can do a makeup in your place.  Again, this can be done either in person, via phone or email.

 

Makeups can be booked face to face, by phone or email to our Customer Service staff.

Do you accept Active Kids Vouchers?

In2Swim is an approved provider for the NSW Government Active Kids Program. This initiative is designed to encourage children to stay active and healthy by participating in activities like swimming lessons. The government now provides 2 x $100 vouchers per year, one in the first half of the year and a second from July 1. To claim your voucher, you will need to visit Service NSW. You can use this link to visit the Service NSW Active Kids site. https://www.service.nsw.gov.au/campaign/active-kids

How can I redeem this voucher?

To redeem your voucher with In2swim you need to provide the following details: Your name, your child’s name, your child’s date of birth and the voucher number (Provided by Service NSW)

Once we have received your voucher details, we will validate the voucher with Service NSW. Our Customer Service team will contact you to confirm that a $100 credit has been applied to your account.

When do I receive feedback on my child?

One of the main roles of our Supervisors is to provide feedback to parents and caregivers on a regular basis. Our aim is to provide feedback on every swimmer, every 6 to 8 weeks.

If you have any questions about your child’s progress at any time, please feel free to approach our Supervisors or discuss with Customer Service and they can arrange feedback to be given at your next swimming lesson.

Where do I park?

Our car parking is conveniently located in the Manly Leagues Club multi-storey parking station. There is also on street parking on Pittwater Road at the front of our complex and Victor Road which is the street behind the swim school. Access to our pool is via a laneway from either Pittwater or Victor Road.

Can I take photos or videos of my child?

We understand that parents may like to take photos or videos of their child having swimming lessons to record their progress and share with family members. However, there are many parents who have concerns about their children being photographed without permission or appearing on social media and, so, to protect all the families in our program, we ask that parents do not take photographs or videos while on site.

This requirement aligns with our Child Protection Policy which follows the guidelines provided by the NSW Government Children’s Guardian Bill. This bill is in place to ensure the protection and safety of children. For more details visit www.kidsguardian.nsw.gov.au

How are your staff trained? What are their qualifications? Do they have working with children checks?

All teachers are required to hold Austswim/Swim Australia qualification prior to the commencement of their employment with IN2Swim and on an ongoing basis.

 

In addition to this, we provide our own internal training program which includes up to 20 hours of training per level before taking a class.  The quality of our teachers is very important to us and we provide ongoing feedback and training to all teachers on a monthly basis to ensure they are maintaining our high quality of instruction.

 

All staff that are over 18 are required to provide a current WWC prior to being employed by In2Swim Swim Schools.

The safety and wellbeing of our swimmers and their families is very important to us.

All teachers are required (under their Austswim/Swim Australia qualification) to be able to conduct CPR.

 

In addition to this, all Supervisors have advanced First Aid which is regularly updated so that they are well prepared to deal with any situations requiring first aid.

 

We also maintain a defibrillator at poolside, plus a First Aid Kit.

What facilities will I find at In2Swim Swim Schools?

In line with our policy, we have an open plan facility.  This includes on deck open showers, baby change tables, air conditioned family change rooms and family toilets.  We also have separate Male and Female change rooms and showers.  We ask that children who are at School, use the designated change area.

 

We have seating around pool deck and in the coffee shop which is air conditioned.

 

Entrance to the facility and to the pool includes ramps so you can take prams throughout our facility.

 

We have a Coffee shop and family viewing room which is open 7 days a week and serves Campos coffee.

 

We encourage swimmers and their families to bring their reusable water bottles to In2Swim and fill up their water bottles at our water cooler which is located on the pool deck.

How do I provide feedback to In2Swim or deal with a complaint?

We welcome any feedback at any time.  In general, the first step is either talk to the Supervisor or Customer Service staff face to face or send an email through to enquiries@in2Swim.com.au.  Our staff will then direct the feedback/complaint to the appropriate person within our management team who will respond to you directly.

We also conduct regular customer surveys that provide the opportunity for customers to provide us with their comments across all areas of our program.

What equipment do I need to bring to lessons?

What equipment do I need to bring to lessons?

For all levels we request that you bring a refillable water bottle and that all your swimming equipment is labelled.

We can only retain labelled lost property and this will be returned to you at your next lesson.

 

Here is a guideline of what to bring to class by level.

 

Aquatots: Bring an aqua nappy, plus a pair of tight fitting swimmers to wear over the top. Our pool and air temperature is warm year-round, so babies and toddlers will feel very comfortable in and out of the pool.

 

Preschool swimming: Swimmers, plus a cap and goggles are ideal for this age group, however goggles are not mandatory until your child is ready to wear them.

 

School Age Learn to Swim: Swimmers, cap and goggles

 

Dolphin Level: Students in Dolphin level and above need to bring their own flippers to class. We stock Vorgee swim fins at our Swim Shop and flippers can also be purchased at sports stores like Rebel Sport. Just check with our team before purchasing so you can get the right length flipper.

 

Junior & Senior Squads: Flippers plus a pool buoy and paddles to their class.  We suggest the Finis brand of hand paddles. These are available from www.aquashop.com.au and other retailers.

Students in Senior Squad will also need a pool snorkel.