Ts and Cs

Puddle Ducks Terms and Conditions

All customers are expected to abide by the terms and conditions set out below. In the unlikely event of failing to do so, a customer may be requested not to continue lessons with Puddle Ducks. A refund will not be eligible in these circumstances.

General Terms & Conditions

  • Customers are responsible for their children at all times (except during a lesson where the child is NOT accompanied by an adult carer) and must inform the teacher prior to the lesson of any concerns they have.
  • Customers are expected to behave in a civilised manner towards the teacher and other customers, and are not expected to use foul language at any time
  • Customers accept that at times there will be physical contact between the teacher and their child, in a professional, caring manner.
  • Swimmers should not enter the pool until the teacher says it is safe to do so and must tell the teacher if leaving the pool before the end of the session.
  • Customers should inform the teacher of any health issues that may be relevant.
  • We operate a strict "double nappy" policy for those children not yet fully toilet trained who must all wear a swim nappy and a neoprene over-nappy.
  • Nappies (including disposable swim nappies) must not be left on the pool premises.
  • Please do not run on the pool side, remove loose fitting or sharp jewellery, tie back long hair or wear a swim cap, do not drink alcohol prior to the lesson and do not eat or chew gum during the lesson.
  • Photography (other than by our professional photographers) is not permitted at any time.
  • Customers must follow pool procedures as advised to them at the time of confirmation.
  • Customers should aim to arrive no more than 15 minutes before the lesson and leave no more than 15 minutes after the lesson to help improve changing room comfort.
  • Car seats and push-chairs etc. should not be left in the changing rooms
  • Food is strictly forbidden in the pool buildings and please minimise mess on the floor. (eg. mud, grass). Please inform a member of staff if the floor is soiled. Strictly no outdoor footwear or buggies poolside.
  • For health and safety reasons, we have been advised that you should not bring your child into the pool for 2 weeks after suffering from diarrhoea.
  • All swimmers must shower poolside before getting into the pool.
  • All plasters and hair clips must be removed before swimming in case they come off in the water and then cause damage the pool filters.
  • No make-up or body lotions to be used as these significantly deteriorate pool water quality.
  • Lost property found at the pools will be kept for a period of 3 weeks, and if not claimed, may be disposed of.
  • Smoking is strictly forbidden within any pool building or grounds.
  • You must adhere to the instructions given to you regarding car parking, entry and exit route to pools
  • Puddle Ducks do not store any information about your bank accounts or credit cards.
  • If your cheque is returned from the bank unpaid, a £10 admin charge will be applied.

 

Promotional / Introductory Offers: Terms & Conditions

Promotional offers are subject to the following Terms and Conditions

  • Valid for new customers bookings only
  • Subject to availability
  • Valid at participating franchises only
  • All offers have a maximum expiry of 6 months after publication (voucher, 'win', advert, online or leaflet distribution)
  • Promotional discounts are applicable to the first term only and not in conjunction with any other special offers (such as free trials)
  • Only one free trial (if won and/or given) is permitted per customer

 Group Discount

  • Groups of 3 or more only.
  • Subject to availability.
  • Participating franchisees only
  • Available for first term only
  • Children may be in different classes, but all classes must be within the same Franchise.
  • Payment for all children needs to be made at the same time by the lead parent.
  • Can be used in conjunction with other Introductory Offers e.g. sibling discount or aquanatal discount but not with other discounts or promotions

Sibling Discount

  • Discount for each child when two or more siblings booked into a Puddle Ducks class
  • Participating franchisees only
  • Subject to availability
  • Can be applied across territories for participating franchisees.
  • Can be used in conjunction with other Introductory Offers e.g. group discount or  aquanatal discount but not with other discounts or promotions
  • When applying for 2nd child part way through the term, 10% discount will apply to second child.

 

Aquanatal Discount

  • Discount for aquanatal customers when they enrol for their first term of floaties classes
  • Subject to availability
  • Can be applied across territories
  • Cannot be used with any other promotion
  • Can be used in conjunction with other introductory offers e.g. group discount or  sibling discount but not with other discounts or promotions

Recommend a Friend Credit

  • Subject to availability.
  • Credit has no cash value.
  • Participating franchises only but can be applied across territories
  • Credit applies when friend pays for their class.

 

If we need to change lessons

  • In the unlikely event of "last minute" lesson time changes by us, you will be notified by us, by text message to your mobile phone, with as much notice as possible. If you do not supply us with a mobile phone number, a voice text will be left on your home number (messaging service required such as BT1571). Puddle Ducks will not reimburse any expenses caused by a customer failing to pick up their message.
  • We will always try to reschedule any lesson that has not been able to occur and you will always be notified ASAP of any changes. You may only claim a credit instead of attending the re-scheduled lesson if you notify us within three days of notification of the rescheduled lesson.
  • In the unlikely event of lesson cancellations by us, your account will be credited for that lesson. Your re-enrolment letter will advise you of credits outstanding which you can deduct from your next term's payment, or if you are not returning you can at this stage request a cheque which will be issued after the end of your current term. Unclaimed Credit notes will remain on our system for 6 months from the first date of notification.
  • If your lesson is cancelled part way through, you will only be credited if you were in attendance, and for the part of the lesson that had to be cancelled, on a pro-rata basis
  • If insufficient children are booked into your class, we reserve the right to cancel the class for the rest of the term. In this instance you will be fully refunded for any remainding lessons after the term cancellation has occurred.

 

Refund Policy

  • In the event that you are unable to attend a lesson due to sickness or holiday, we regret that we are unable to refund you as your payment secures your place for the full term.
  • For new customers, up to the day after the 3rd lesson you are registered in your class (whether or not you have attended them) you can have a full refund of all the remaining classes. Cancellations after this time are not eligible for a refund.  Any cancellations on the day of a class are not eligible for a refund for that day.
  • Existing customers, if you cancel classes up to 10 days before the start of term, you will receive a full refund less an administration charge of £20. If you cancel after this time and within the first three weeks of term, you will receive a full refund of the remaining lessons less an additional administration fee of £25. Siblings will be charged just £10 administration fee if cancelling at the same time. Cancellations after the third week of term (even if you have not attended all planned lessons) are not eligible for a refund.

Information

The material made available in this site, including materials in linked sites directly or indirectly accessible from this site, are provided "as is", with no warranty of any kind, express or implied, including those of merchantability and fitness for a particular purpose.

Any reference to linked sites or to third party companies, products or services by name does not constitute or infer its endorsement by Puddle Ducks.

Puddle Ducks has used all reasonable endeavours to ensure that information provided through this website is accurate at the time on inclusion, however it accepts no liability for any inaccuracies, errors or omissions in the site. The information available on the site may be incomplete, out of date or inaccurate.

Puddle Ducks reserves the right at any time and without prior notice to make changes and corrections to the material on the site.

Puddle Ducks accepts no liability for any loss or damage of whatsoever nature caused by the use or the inability to use the materials available in this site or any linked site.

Puddle Ducks has taken all reasonable steps to ensure that the Intellectual Property of third parties is not infringed. If, however, you genuinely believe that the material on this site infringes any Intellectual Property rights, please contact Puddle Ducks directly.

We respect your need for privacy and keep any information that you share with us in confidence. We are bothered by spam and unsolicited phone calls as much as you are, and we do what we can to discourage these practices. We record your personal information only if you provide it to us when expressing an interest in our services. We do not share this information with any third parties.

What will we do with your information? We will call you only if you contact us with a question and ask for a return call. In short, we use your personal information only to serve you better. We want you to be comfortable contacting us.

All images displayed on this website are under the ownership of the photographer concerned. Agreement to display the photographs has been reached and they are not available to be copied.

Puddle Ducks Complaints Procedure

We aim for you to be very happy and satisfied with our service. In the event that you need to complain, please follow this procedure:

Speak to the poolside assistant or pool staff (if present) or teacher, telephone your local Puddle Ducks office or email a written complaint to your local office. The pool or office staff member would try to resolve the matter satisfactorily.

If the response is not satisfactory, a written complaint should be submitted for the attention of Tracy Townend at Head Office.