Calmababy Terms & Conditions
These Terms & Conditions form the basis of a Contract between You and The Company. Please take the time to read through this document carefully; the following words have the following definitions:
- ‘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 for 30 minutes or Baby Massage for 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 classes in your account and at the time of booking via email. By making a booking and payment, you agree to our terms and conditions and to attend your classes for the whole term, pass duration or course.
Conditions applying to all Classes/Courses
A copy of the Company’s 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 permitted in the pool hall, during lessons, or from our viewing window or public play areas at any time.
We do not allow spectators to sit poolside during lessons for health and safety reasons. However, they can watch from our viewing window under certain conditions. Please see our FAQs for more information.
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 before entering the changing rooms and poolside. Prams & car seats are not allowed in changing rooms or on the poolside. This helps keep our changing rooms and poolside area clean and safe.
Demand for places in our swimming classes is high; we operate an automatic renewal process to manage our availability effectively. In practice, this means that once we have found you a space in one of our classes, we will automatically renew it for the following term unless you instruct us otherwise.
At the midway point of each term, we will email details of the renewal process for the following course. This email will contain information about the term start date, automatic renewal, and booking and payment deadline dates. If you want to change the start time or day you swim or wish to cancel, you must advise us in writing before the booking deadline.
To ensure your space is guaranteed each term, we recommend you grant us a continuous payment authority. Your authorisation allows Calmababy to store a debit or credit card in our secure online system for future renewal payments. When joining Calmababy for the first time, we ask for permission to hold a debit or credit card as part of our continuous payment authority scheme. Please note: we cannot confirm your space in the following swimming term until payment is received. If your renewal fees do not reach us by the payment deadline, we reserve the right to offer your swimming space to other customers after the deadline has passed.
If you grant us a continuous payment authority, you authorise us to debit your card on (or after) the payment date each term. If you choose not to grant us a continuous payment authority, payment must reach us by the published deadline. If we do not receive payment by the deadline, your swimming space will not be re-booked, and we will not guarantee your place in the following term. Once payment is received, we will renew your space and send confirmation by email.
It is vital that you inform us in advance of the booking deadline if you do not wish to renew your space. If you have given us a continuous payment authority and have not contacted us before the booking deadline to cancel, we will automatically renew your space, and our refund terms will apply.
We will not renew your space if;
(a) Due to low booking numbers, your class cannot run for the following term; we will inform you in advance (where possible) if this is the case.
(b) You have asked for a change request and specified that you do not wish to retain your current space for the following term. We will do our utmost to accommodate your request. However, we cannot guarantee any change requests as these are subject to availability.
(c) You have informed us of your wish to cancel for the next term before our booking deadline.
Payments, Accounts & Gift Cards:
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 payment method is via continuous payment authority, which authorises us to store a debit or credit card on our system. However, we understand that not everyone is happy to grant permission for cards to be saved. Therefore, if we cannot take fees 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.
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.
We accept payment via BACS; please contact the Centre for our account details. Declined autopay transactions are subject to an administration charge of £5.00.
We recommend you familiarise yourself with your rights contained within the Sale of Goods Act 1979, Unfair Contract Terms Act 1977 and the Unfair Terms in Consumer Contracts Regulations 1999.
If you wish to purchase any product or service provided by the Company, you may be asked to supply certain information relevant to your Purchase, including, without limitation, your credit card number, the expiration date and CVV code, and your billing address.
Our standard purchase terms and conditions are;
(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 credit/debit cardholder 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 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 gift card’s value for future use.
For any gift card purchases which result in an unused credit, we automatically credit customer accounts with the remaining balance. Credit can also be purchased and assigned to a customer account.
Promotions & Offers:
Promotions and offers are non-refundable, are not exchanged for cash and are not transferable to other Calmababy customers. They are valid for the duration of the promotion as stated at the time of communication and cannot be redeemed in conjunction with other offers. When redeeming, please quote the promotional reference contained in our correspondence. We reserve the right to withdraw promotional codes at any time.
Credit placed on your Calmababy account must be used within six months of the date of the original credit (except in the case of any delays outside our control and any pool closures due to matters within our reasonable control, in which case the provisions set out below shall apply) and can be redeemed against Calmababy services only. Selina’s cafe cannot accept account credit as payment.
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 arranged via the Calmababy App and taken at any point during the remainder of the swimming term or for recurring pregnancy, postnatal, and play classes for the duration of the active pass (expiry dates are published on our App). We do not offer replacement sessions for one-off courses, including Baby Massage & Coffee, Cake & Coping.
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 and administration 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, 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 a 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.
We are not responsible for delays outside our control, including, without limitation: (a) acts of God, flood, drought, earthquake or other natural disasters; (b) epidemic or pandemic (including any existing epidemic or pandemic); (c) terrorist attack, civil war, civil commotion or riots, war, the threat of or preparation of war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority; (f) collapse of buildings, fire, explosion or accident; (g) any strikes, industrial action or lockouts; (h) non-performance by suppliers or subcontractors; and (i) interruption or failure of utility service.
If an event outside our control delays our supply of the services, then we will:
- contact you as soon as possible to let you know;
- take steps to minimise the effect of the delay (where possible); and
- credit the value of the services paid for but not received to your Calmababy account to be used in the following term.
Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any services you have paid for but not received.
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, and 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.
If a complaint arises, you should initially approach the Reception team. 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 the health & safety of 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, if 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 participate in the lesson unless you or the nominated guardian can 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 children at least one hour before the start of a class. This has nothing to do with cramps 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 and 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 (other than in the case of any delay outside our control, in which case the provisions set out above shall apply or in the event of pool closures for periods longer than one week due to matters within our reasonable control, in which case the provision set out below shall apply), 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.
In the event of pool closure for periods longer than one week due to matters within our reasonable control, including structural failure, pool plant malfunction, water heating or quality problems, 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 sometimes means things don’t go to plan. Through holidays, family days, and sickness, we know that classes may be missed from time to time. 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:
- 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.
- Missed classes can be ‘made-up’ by attending another age-appropriate class within the same term.
- There are no restrictions on the number of classes that can be made up in a term.
- In the event that you forget to cancel your class in advance, replacement sessions will be offered at our discretion and subject to availability.
- Replacement classes can be taken in advance of the normal class being missed, providing you have cancelled the session you expect to miss.
- Replacement sessions are a goodwill gesture and not a statutory right.
- Sessions cannot be guaranteed and will depend on space being available in an age-appropriate class.
- If you cancel your regular class, you can only re-book the class if space is available.
- When booking replacement sessions, please check to ensure the class is age-appropriate.
Replacement classes are not automatically carried over to the following term and do not accumulate. We are happy to consider requests to transfer missed classes for use in the next term only in certain circumstances, such as prolonged sickness during the course. 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.