Good question. Basically, it is a goodwill gesture from us to you. If you can’t make your regular class, for any reason, you can let us know, with as much notice as possible, via your online My Puddle Ducks Account.
As long as you do this before class begins, we will issue you with a Courtesy Class. This is valid for six months, as long as you are still paying for your space in a class. It enables you to attend another lesson, in place of the one you missed so that your little one doesn’t miss out on their swimming.
For example, if your class is 11am on Monday, but your child wakes up feeling poorly and you decide not to attend the lesson that day. Simply log in to your My Puddle Ducks account at puddleducks.com/login, before 11am, select button 'View paid lessons/let us know you can’t attend’ from the Overview page of your child and tick the date you can't attend & then Save.
Letting us know as soon as possible, allows other customers the opportunity to use your place, meaning more opportunity and availability for all!
Once you have let us know that you can't attend a class, you will then be automatically issued with a Courtesy Class, visible in the 'My Children' page.
If you have scheduled holidays, it makes sense to go in a week before and book these classes off, allowing the space to open up that week for someone else to use.
When you are ready to book simply select ‘Book a Courtesy Class’, from the Overview page of your child or 'My Children' page and follow the process. You can book a Courtesy Class up to seven days in advance. Please note when booking you will only be able to see classes where there is an available space - full classes won't show in your list of options.
This is why it is so important that customers let us know if they can’t attend as it frees up their space, that week, for someone to use as a Courtesy Class.
If everyone follows the system and gives as much notice as possible that they can’t attend, everyone wins!
Still unsure, CLICK HERE to watch a quick video showing you how to book a courtesy class
We ALWAYS add a monetary class credit to your account, that will come off your next monthly payment or if preferred you can request for the credit voucher to be swapped for a courtesy class if you'd like to swim elsewhere if your regular lesson is cancelled.
All courtesy vouchers have a 6 month expiry, however, if you have to take a break in lessons and your courtesy class vouchers expire during the break period we would be happy to extend the expired voucher dates should you return to lesson with us within 12 months, giving you 3 months to use your vouchers alongside your weekly lesson when you rejoin us. You just need to contact the office to extend the dates and we will happily do this for you!
If your pool is not running lessons one week, you will not be paying for a lesson that week. It is however a good opportunity to use a Courtesy Class if you have any, at another session.
Courtesy Classes can only be used while you are still an active Puddle Ducks customer. They’re a goodwill gesture designed to help you make up for any missed lessons during your current term. Once your child’s place has been cancelled, any unused Courtesy Classes will expire and can’t be carried over, tagged on to the end, or converted into paid lessons. We completely understand that life gets busy and plans can change - that’s why we encourage you to use any available Courtesy Classes before your final lesson date. If you’re unsure how to book your Courtesy Class, just get in touch with our friendly office team and we’ll be happy to help!
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