FAQs

Frequently Asked Questions

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. We encourage all our swimming families to read our Covid Safe – Return to Swimming Checklist.

Lessons are $23 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.

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 – 12pm Sundays.
  • School Age Learn to Swim lessons are held 7 days a week. Monday to Friday after school from 3.30pm – 6pm and Saturday from 8am – 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.

For Aquatots (Babies and toddlers from 6 months to 3 years), beginner* preschool and beginner* school age levels, bookings can be made via our Customer Portal or download our In2Swim app, 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 book your assessment online via our Customer Portal or download our In2Swim app.

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

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

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

Our car parking is conveniently located in the Manly Leagues Club multi-storey parking station. There is also on street parking on Pittwater Road (subject to clearway times) 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.

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. Sign-up is open one week prior to each event. You will find our race night sign-up table at reception.

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.

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.

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

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.

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.

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 [email protected] 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.

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 lesson, we can offer you an alternative time to come. Our makeup 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 for a missed lesson per (calendar) month.

2. Makeup lessons are valid for 14 days from the date of absence and can be booked a maximum of 7 days in advance. We have lessons 7 days a week in all class types to ensure there are spots available for makeups to be taken.

3. Use our Customer Portal or In2Swim app to advise of your absence and book a makeup lesson.

4. If you let us know a minimum of three hours before you are due to miss a lesson, a makeup token will appear 30 minutes after the missed lesson for you to book your own makeup lesson.

5. 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. Please contact Customer Service for last-minute absences and makeup bookings.

In2Swim is an approved provider for the NSW Government Active Kids and First Laps Programs. The initiatives are designed to encourage children to stay active and healthy by participating in activities like swimming lessons. The government now provides 2 x $100 Active Kids Vouchers per year (one in the first half of the year and a second from July 1) and 1 x $100 First Laps Voucher per child. To claim your vouchers, you will need to visit Service NSW

To redeem your vouchers with In2Swim you need to provide the following details:

  • Your name
  • Your child’s name
  • Your child’s date of birth
  • Voucher numbers (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 credit has been applied to your account.

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.

Each level in our program is designed to help develop your child’s swimming skills. Each week our supervisors assess all students against these skills and mark any achievements made. Each lesson, each of our instructors has access to this information to ensure your child is continuing to develop their swimming skills.

These skills are available for you to view in our Customer Portal or In2Swim app. Click on Evaluations in your childs account.

If you have any questions about the skills your child is learning or would like further feedback, please approach the poolside supervisors, in the green shirts, at any time.

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

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.

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.

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 the 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.

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 [email protected].  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.