Corona Virus FAQ’s 23/03/20

Coronavirus – FAQ – 23rd MARCH 2020
Q. Are swimming lessons still on?
A. No. We are currently temporarily closed due to government and health department guidelines. This affects all programs including Learn to Swim, Public Swimming, Aquarobics, Squads, Birthday Parties, Schools Programs and CPR and safety courses. We will contact our customers when the shutdown is nearing completion. No payments will be deducted while we are closed. Please read all information on our website, Facebook, and download our mobile app for updates.
Q. Can I keep my booking for when you reopen?
A. Yes! We are looking forward to activities resuming as much as you are. Keeping your booking will mean you retain your current day, time, centre and instructor (assuming the instructor is able to return to the same shifts currently held), allowing us all to return to our usual routines as quickly as possible.
Q. Can I get a refund?
A. Under Australian Consumer Law and our Terms and Conditions, customers are not entitled to a refund if we are forced by the government to close for a period of time. However, you can make those lessons up once we are allowed to re-open at a time that is convenient to you, and for an extended period of time as above. This also applies to private and adult lessons, and existing make up lessons on the account before we closed.
Q. Can I cancel my booking?
A. Absolutely, however we will not be deducting any payments while we are closed. Keeping your booking means you retain your spot and will not have an enrolment fee to re-enrol.
If for any reason you do wish to cancel your booking, please send an email to permanentcancel@nepeanswim.com.au.
Q. What are you doing to communicate updates to customers?
A. Updates will be via Facebook, our app, on our web site. We have not previously used email to contact customers, but if this is your preferred method of contact please email julie@nepeanswim.com.au, subject line “add me to email list” and by doing so you will be opting in to be contacted directly via email when we reopen.
If you have not followed us on Facebook, please do so here: https://www.facebook.com/NepeanAquaticCentreandEvaBorys/
If you have not yet downloaded our mobile app – please do so to receive notifications direct to your mobile. It’s easy and its free. Instructions here: http://nepeanaquaticcentre.com.au/mobile-app/
Q. Is aquarobics and public swimming still on?
A. None of our programs are currently running. All passes have been placed on hold until we resume trading.
Q. I have a birthday party booked. What happens now?
A. We will be in touch with every customer who has an upcoming party booking. Deposits are non refundable, but can be transferred to a later date.
Q. I have a CPR course booked. What happens now?
A. All CPR courses are cancelled. We will be in touch with all customers in due course to transfer their booking to a later date.