Frequently Asked Questions
Throughout the entire closure, our team created a protocol that would alter regular operations to reduce transmission of disease. The protocol was reviewed by two specialists in the field of infectious disease and disease control. Our adaptations include (but are not limited to):
- Staggered start times to reduce and control the traffic in our centre.
- Clear signage and instructions for guests upon entering our centre.
- A COVID-19 specialized screening questionnaire designed for guests and team members to screen any potentially infected people. Our guests and team members are screened every day.
- Face shields for our Aquatic Educators and all our team members
- Lessons plans adapted to reduce the requirements for physical contact.
- Online registration and contactless payment.
If you would like to read the entire protocol, it is available on our website here.
While we do not provide refunds, we understand that the pandemic has created some difficult situation for our KCS family – thus, should any member of your family be diagnosed with COVID-19 we will credit your account with 2 weeks’ worth of missed lessons (same value as you paid) and hold your existing swim time and date upon the provision of a medical note. This credit is valid for 90 days.
On March 16th, 2020 we closed our swimming pool as a result of the COVID-19 pandemic. Due to this unexpected closure, and to be fair to our KCS families, we had provided them with extended makeup tokens for their unused swimming lessons in the last two weeks of March. Given that we are now reopening our regular low-ratio group swimming lessons, your makeup tokens can be used towards lessons now!
To do so, login to your parent portal account, search for your swimmers level and timing that works for you, and book a class!
All team members must wear face shields when in the KidsCanSwim centre (both in-water and in the facility). This includes, but is not limited to, Aquatic Educators, Front Desk Coordinators, and On-Deck Supervisors.
Yes we do! As a registered guest at KidsCanSwim, we understand that life happens, especially during these extraordinary times. For that reason, each swimmer is entitled to one (1) make-up lesson per month (12 per year) if they have missed a class for any reason.
Make-up classes can only be scheduled when your child is a registered swimmer at KidsCanSwim. If you cancel your registration, your unused token is no longer valid.
The make-up tokens are automatically issued and visible in your Parent Portal, following their missed class. You do not have to do anything. Make-up tokens are valid for sixty (60) days after the date on which the absence occurred.
Make-up tokens can only be used to book a make-up class 7 days in advance.
As a matter of courtesy to others, we appreciate you notifying us of upcoming absence(s) as early as possible via the Parent Portal. This will make a space in a class for others who may be looking to schedule a make-up the day of your absence. However, you will only be able to book a make-up class after you have missed your scheduled class by using your make-up token which will be automatically issued on your Account.
Make-up token(s) are non-transferrable, non-refundable, have no cash value, and can not be used to pay an outstanding balance with us.
Registration for our classes begins by creating an account on our parent portal at this link. Once you’ve created an account and added your swimmers, you can search for classes, see available classes and register for them or add yourself to a waitlist for a class. Click on this link to watch our step-by-step videos for registration!
Our curriculum is focused on the achievement of 3 core skills and 3 survival skills at each level. Unlike traditional term-based lessons where each week focuses on a specific skill and missing a week can impact your child’s likelihood of success, each of our skills is re-enforced and taught at every lesson your child attends.
This allows kids to progress at their own pace and focus on the skills that they struggle with while not feeling left out if they progress at a slower pace than those around them. It’s also why we offer swimming lessons 12 months of the year, 7 days a week with no terms. It’s the fastest and most effective way for your child to learn a life skill and progress.
Included in your monthly fee is one 25-minute lesson every week of the month.
Our BabiesCanSwim program is designed for babies from 3 months old to 3 years old and for their parents. A parent or guardian must be in the water with their babies at all times. Progression in this program is based on age as babies’ capabilities change so quickly.
Our KidsCanSwim program is designed for kids starting at 3 years of age and is an independent program meaning parents are not in the water with their kids. Progression in this program is based on skills achievement rather than age and allows kids to progress at their own pace.
Kids lessons from K1 to K4 take place in our smaller 0.8m deep pool with occasional activities in our 1.2m deep pool. From levels K5 to K12 kids will have their entire lesson in our larger 1.2m pool.
For more information on our curriculum or facilities please check our “Why We’re Different” pages starting with our Purpose-Built Facilities.
Each KidsCanSwim level is comprised of 3 core skills and 3 survival skills. During the first week of each month we run our assessment week where all our kids get assessed for their progress against our skills.
Assessments are done by our senior teachers who have passed an Assessor Course. Parents receive feedback on their kids’ progression both in person from our Assessors and via the online portal.
We do not offer free trials. On your first lesson, our on-deck supervisor will be able to quickly asses your child so to ensure they are in the right level.
We teach parent-child courses for babies from 4 months old to 3 years old as well as kids from 3 to 13 years old.
If you would like to cancel your lessons, you simply need to cancel your enrollment before the 25th of the preceding month. You can cancel your lessons before the 25th by accessing your Customer Account and completing the following steps:
- Log in to our Customer Portal, click the Enrollments tab, view the enrollment you would like to cancel, submit a DROP request, and select the date of your last lesson with us.
- ALSO click on the “Manage Payment Options” tab and DELETE your payment information. If you have multiple enrollments and only want to cancel one, please complete only STEP 1 above.
You are solely responsible for properly cancelling your enrollment. An email or phone request to cancel your account is not considered cancellation.
There will not be any refunds for any unused lesson(s).
Unfortunately, KidsCanSwim does not offer refunds, credits or makeup classes for any missed lessons or monthly subscriptions once purchased.
Unlike traditional swimming lessons, there are no sessions at KCS. Our swimming lessons work on a monthly subscription model and you can sign up in the middle of the month!
When you sign up mid-month, you will pay a pro-rated fee based on the number of lessons left in the month. Billing for the following month is on the first of every month (eg. June tuition is taken on June 1st) unless it falls on a weekend or public holiday, in which case it is the following business day.
Facilities, Programming and Safety
All of our swim teachers have both a water instruction certification or equivalent and a National Lifeguard certification.
In addition to these base qualifications, all our teachers have received an additional 40 hours of KidsCanSwim training in aquatic education and working with kids.
Our aim is to make your child safe and independent in the water. We only use float aids for specific activities when teaching technique. In the event that a child falls into the water without any floatation aids we want them to be prepared and equipped with skills to make decisions to save themselves.
Our pools are purpose-built for young swimmers. The shallow pool is 0.8m deep and the larger pool is 1.2m deep. Kids lessons from K1 to K4 take place in our smaller 0.8m deep pool with occasional activities in our 1.2m deep pool. From levels K5 to K12 kids will have their entire lesson in our larger 1.2m pool.