Calmababy Booking Terms & Conditions
The following Booking Terms & Conditions form the basis of a Contract between You and The Company. Please take the time to read through this document carefully: The definitions of words used throughout this document are listed below:-
- ‘The Company’ means Calmababy Ltd
- ‘We’ ‘Us’ or ‘Our’ means The Company
- ‘Guardian’ means a person other than a parent who brings the child to the Lesson
- ‘You’ or ‘Your’ means the person(s) accepting this Contract
- ‘Course’ means a block of classes or lessons running once each week concurrently. Different courses have a differing number of classes/lessons.
- ‘Classes’ or ‘Lessons’ means a single event lasting a specific amount of time. E.g. Swimming 30 minutes or Baby Massage 90 minutes.
- ‘Instructor’ or ‘Teacher’ means an Employee provided by The Company who shall teach the Lessons
- ‘Premises’ means the Calmababy building at 8 Botolph Bridge Estate, Oundle Rd, Peterborough, PE2 9QP.
Please note that we publish and confirm the exact dates and times of your lessons on our website, in your account and at the time of booking via email. By making a booking and payment, you are agreeing to our terms and conditions and to attend on the same day and time for the duration of the ten-week term.
Conditions applying to all Classes/Courses
A copy of the Company public liability insurance policy is available at reception.
You will remain responsible for your child at all times whilst on the premises and throughout each Lesson. Children must not run or act inappropriately within any part of the Premises. We will not be responsible for any injury or accident caused as a result of children and/or parents failing to abide by these rules and supervise their children at all times, in all parts of the building.
Photography is not allowed in the pool hall or of the pool itself or of lessons at any time.
Safety is our first concern and we reserve the right to remove anyone from the Premises should we feel that safety is in any way compromised.
Shoes must be removed, or overshoes worn before entering the changing rooms and poolside. Prams & car seats are not allowed in changing rooms or on poolside. This helps keeps our changing rooms and poolside clean and safe.
Demand for places in our swimming classes is very high; to effectively manage our availability we operate an automatic renewal process. This means that once we have found you a space in one of our classes, we will automatically renew it for the next term and debit the card we have stored on file. If we do not have a card on file, we will issue an invoice containing payment details.
In week six of each term, we will email you details of the following term. This email will contain information about the term start date, the date on which automatic renewal will begin and payment deadline dates. If you want to change time or day or stop swimming altogether, you must advise us in writing before the deadline.
Payment is due before the start of all lessons. Payment due dates are published and emailed with regularity. Once your space has been renewed you will receive a confirmation email and payment receipt.
Our preferred method of payment is via a stored debit or credit card. However, we understand not everyone is happy to grant permission for cards to be saved. If we are unable to take payment using a stored card, we will issue an invoice containing payment dates and alternative payment methods.
Your card details will be stored and encrypted in a secure online payment system. When you receive a new card from your bank, or you wish to change the payment card details that we have stored on file, please let us know the new card details so that we can amend our records.
Declined autopay transactions are subject to an administration charge of £5.00.
If you are paying by cash then payment must be received before the deadline. It is not possible to bring payment with you on the day of your first class.
Payment may also be made by BACS, please contact the Centre for our account details.
Purchase Terms & Conditions:
(a) You agree to pay the amount stated and, where applicable, have your card details stored securely for future payments to clear instalment fees.
(b) You certify that you are the holder of the credit/debit card or an authorised signatory of the account.
(c) You understand that Calmababy will notify you if your debit/credit card payment fails to authorise for any reason.
(d) For termly or course bookings, a £5 late payment fee will apply if you do not provide a valid debit/credit card or alternative payment within three calendar days of the original rejection date.
(e) You understand that we may suspend your service if your account becomes more than seven calendar days overdue.
Gift Card Terms & Conditions:
Gift cards are non-refundable, are not exchanged for cash and are not transferable to other Calmababy customers. They are valid for 12 months from the date of purchase.
When redeeming, please bring the gift card with you or quote the barcode number on the card to a member of the Admin Team. If we can’t find you a space in one of our classes or courses straight away, we can credit your account to the value of the gift card for future use.
For any gift cards purchases which result in an unused credit, we will automatically credit customer accounts with the remaining balance. Credit can also be purchased and assigned to a customer account.
Refunds and Cancellations:
Calmababy is under no obligation to refund or transfer any monies in the event that you are unable to attend part of or the entire course. However, we do understand that children get sick and on occasion, you may miss a class – for this reason, we operate a replacement policy. For more details, please see the specified section below.
When the pool is closed or we cancel a class for any reason, we will return the cancelled class to your account for use as a replacement. Replacement classes can be taken at any point during the remainder of the term, and sessions can be booked using the Calmababy App.
If you cancel your booking for the next course within 10 days of the commencement date of the term/course/class (up until 4pm the evening before) we will issue you a refund minus an administration charge of £30.00
If you cancel your booking for the next course prior to 10 days we will issue you a refund minus the card transaction charges of £5.00
Once the term has started, we are unable to offer any refund and 100% cancellation fees are applicable.
If you wish to withdraw your child from the term on medical grounds then we require a letter from your GP or specialist detailing the nature of your child’s ailment and confirming that your child has been medically advised not to swim for the period of the relevant ten-week term. We also require a formal letter of withdrawal and request for a refund from you. Any refund given on these grounds shall be apportioned according to the number of Lessons remaining in the course, from the date of receipt of the aforementioned doctor’s certificate and your written notification. The refund will then be sent to you at the end of the term.
Any cancellations due to force majeure, power cuts, adverse weather, disasters, terrorism, war, and pandemics will not be refundable, as these are out of our control.
If you wish to take a holiday during the course or term, you will still be charged for the full term. You will then retain your place on the course for that term. Providing you cancel the classes you are going to miss in advance, you will be able to arrange replacement sessions subject to availability. For more details, please see the specified section below. This condition is inclusive of all bank holidays.
In the event of a complaint arising, you should initially approach reception. Failing a satisfactory resolution, the Manager or Company Director will become involved to satisfy the complaint.
We guarantee to provide safe, child-led, quality lessons that enhance bonding, build confidence and increase development and ability, using suitably qualified instructors at all times.
The instructor leads each class of 8 children in swimming and up to 10 babies in dry classes, with assistance in the water/room when required. However, there may be times when the number of children exceeds this number. The group size will always remain within the ability of the instructor.
The instructor and assistant are subject to change without notice.
The Company is not liable for any damage or loss to property whilst in the premises (whether being worn or left in the pool/changing rooms) or within the grounds/car park of the premises.
The Company will not accept any liability for any accident or injury (including any fatality) to any parent, child, guest or visitor that may occur on the premises or within the grounds/car park of the premises, other than liability which may arise from the negligence of the Company, its staff or its agents. Any such incidents must be reported to the Company immediately.
The instructor leads each class of 6/8 children, with assistance in the water when required. However, there will be times when the number of children exceeds this number. The group size will always remain within the ability of the instructor.
Conditions applying to Swimming
Please shower thoroughly and use the toilet before entering the water as this helps to keep the pool clean. Long hair must be tied back and all makeup removed. In the interest of the pool water hygiene and health & safety for the children, we reserve the right to deny entry to the pool to anyone who does not comply with these conditions.
We aim to maintain our water temperature at a minimum of 33 degrees, however, there are times when the temperature may fall below or rise above this.
Lessons are 30 minutes in duration and run for 10 weeks per term, 5 terms per year, including all bank/school holidays. Lessons start on the first Monday after the New Year and end on the last Sunday before Christmas.
Refunds/Credits are not given if your child refuses to get into the water or you change your mind or for missed classes.
If you, your child or anyone in the family has had sickness and/or diarrhoea in the 14 days prior to the lesson then you are requested not to visit the Centre or use the pool.
If your child has a heavy cold, sinusitis or an ear infection, they are requested not to swim. Refunds or credits are not given for sickness.
Baby & Toddler Swimming Classes:
Your baby will not be permitted to take part in the lesson unless you or the nominated guardian is able to enter the water with your baby to take full responsibility.
With the exception of babies’ bottles of milk and plastic bottles of water, No food or drink may be taken into the pool hall at any time.
To ensure our pool water remains as pure as possible, all children who wear nappies during the day or night must wear a neoprene happy nappy made by Splashabout, over a suitable swim nappy at all times. Any child not suitably attired will not be permitted to take part in the lesson and no refund will be given for this missed lesson.
With the exception of milk feeds, parents should refrain from feeding their child in the hour before the class. This has nothing to do with cramp and swimming but to avoid the child being sick in the pool.
You, the guardian and the child should not enter the water or approach the pool edge unless invited to do so by the instructor. Please wait on the benches provided.
Pool Closures and Cancelled Lessons:
On rare occasions, pool closures or instructor availability may make it necessary to cancel lessons. If we need to cancel a lesson then we shall call all affected clients, if we do not reach you we will leave a message, we will also send you an email. If no mobile number is supplied then we shall call your home number. If no numbers are supplied we cannot be held responsible for being unable to give prior warning of cancellations or closures.
If we cancel a class for any reason, we will return the cancelled class to your account for use as a replacement. Replacement classes can be taken at any point during the remainder of the term, and sessions can be booked using the Calmababy App. Replacement classes are not automatically carried over to the following term and do not accumulate. In certain circumstances- such as prolonged sickness during the course- we are happy to consider requests to transfer missed classes for use in the next term only. This service is discretionary and not a statutory right and we do not carry classes over to the next term if you are no longer swimming with us.
In the event of pool closure for periods longer than one week due to structural failure, pool plant malfunction, water heating or quality problems etc. we will credit the value of the number of sessions lost to your account to be used in the following term.
Replacement Class Policy:
We understand that life with children means sometimes things don’t go to plan! Through holidays, family days and sickness, we know that – from time to time – classes may be missed. At Calmababy, we want you to have all of the classes you book in a term, and because of this, we are flexible in our approach to replacing missed sessions.
Due to the volume of families that swim with us every week, administering replacement sessions is a huge task. To help the process run as smoothly as possible, and to ensure we have the maximum amount of spaces available, we have a few simple guidelines:
1. To qualify for a replacement session you must cancel your normal class in advance. Please try and do this as early as possible, and no later than one hour before the start of the class.
2. Missed classes can be ‘made-up’ by attending another age-appropriate class within the same term.
3. There are no restrictions on the number of classes that can be ‘made-up’ in a term.
4. In the event that you forget to cancel your class in advance, replacement sessions will be offered at our discretion and subject to availability.
5. Replacement classes can be taken in advance of the normal class being missed, providing you have cancelled the session you expect to miss.
6. Replacement sessions are a goodwill gesture and not a statutory right.
7. Sessions cannot be guaranteed and will depend on space being available in an age-appropriate class.
8. Replacement sessions can be booked up to 7 days in advance.
9. If you cancel your regular class, you can only re-book the class if space is available.
10. When booking replacement sessions, please check to ensure the class is age appropriate.
Plus One Spaces:
We have up to three additional spaces in our pool for each parent and child swimming session. These can be used for one additional adult or child per family to attend the class.
There are occasions when it is necessary to bring siblings along to swimming classes and we are happy to accommodate extra children in lessons from time to time. However, to maintain safety and avoid disruption to the lesson it is essential we have guidelines on the use of plus one spaces for siblings and additional children.
Parents with extra children in the lesson must observe the following safety rules at all times:
1. Parents are responsible for the behaviour of the additional child or sibling.
2. Teachers are responsible for the overall safety of the pool and the pool hall, including all bathers, for the duration of the lesson.
3. The extra child must be able to swim 10 metres or they must wear a suitable flotation device. Flotation devices must be provided by the parent.
4. Babies in flotation seats can accompany parents around the pool during the lesson. Floating baby seats must be provided by the parent.
5. Older siblings and children must remain in the shallow end for the duration of the class unless otherwise stated and at the discretion of the teacher.
6. For their own safety and that of other swimmers, extra children must not get out of the pool during the class or help themselves to equipment from the racking or poolside cupboard.
7. Should a child using a plus one space cause disruption to the lesson, we reserve the right to ask that the child leaves the pool and sits on the bench for the remainder of the class.
Spaces can be booked up to seven days in advance of the class and demand can be high, especially on weekends. We do not charge for these spaces, they are discretionary and subject to availability.