Policies, Terms, Conditions, and Q&A: 

Pool Entry and Exit Schedule:

• Arrival: Please arrive 5-10 minutes before your scheduled lesson in your bathing suits, ready to swim. Remember to have a bathroom break beforehand!

• During Lessons: Upon entering, please take a seat in any available space. Help your child get their goggles ready and wait for the instructor to call their name.

• Lesson Transition: When the instructor calls your child, please either escort them to the lesson or allow them to meet their instructor independently.

• Departure: After the lesson concludes, the instructor will signal for your child to exit the pool. Please assist them in drying off, packing up, and heading back to the car efficiently.

• During Lessons: 

  • Seating During Lessons: To reduce crowding, we ask that all parents remain seated during lessons. Chairs will be arranged closer to the pool for better visibility and convenience.​

  • Guests at Lessons: To help manage space and ensure comfort, please limit spectators to a minimum per swimmer. This includes siblings and other family members.

  • Parents are reminded not to enter the pool unless participating in a baby class. 

• Neighborhood Courtesy: We are part of a quiet residential area. Please help us maintain a peaceful environment by keeping voice levels low around the pool area.

 

What to Bring: 

• Water bottle, goggles, swim cap or hair tie (long hair), bathing suit 

• Winter: Wetsuits are sometimes helpful in keeping the little ones warmer! 

• *Feel free to reach out for recommendations on goggles, suits, caps, etc. 

• We have goggles for sale at the pool for $10

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Hot Tub Usage: The hot tub should only be used by an instructor for lessons  

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Rain: We teach rain or shine. If there is lightening or a severe weather warning, lessons are cancelled for that day and makeup tokens will be issued. If you would prefer to cancel your lesson due to weather conditions please contact us at least 24h in advance for our usual “make-up policies” to apply.

 

Cancellations and Makeups:

• Cancellation Policy: Life happens! Should you need to cancel one of your lessons in a session package, kindly do so 48 hours in advance through our booking portal in order to receive makeup class tokens. For last-minute cancellations due to emergencies, please contact us directly at surfsupswimprograms@gmail.com

• We offer one make-up class per month with a 48-hour notice. If you consistently miss more than one class per month, we can assist you in finding a time that better suits your schedule. Please note that cancellations due to illness or other reasons will also count towards this one make-up class policy.

• If you register for lessons and decide to cancel before the start of the session, please do 10 days in advance to receive a full refund. Anything after 10 days will be considered for a credit they can use to book in the future. 

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Session Registration Fee: 

Families are charged a registration fee of 10$ (per family). This may also be referred to as an anniversary charge or registration fee. ​

 

Temporary Instructor Policy: 

• Sometimes our instructors are sick or can't make it into work, so to prevent an interruption in your lessons we will assign a temporary instructor (male or female) - this will not be permanent. You will be notified. 

 

Liability Release (See Form Below That is Signed at Checkout):

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Payment Options: 

• Most types of payment methods are accepted through the website. If you have any issues feel free to reach out! 

• We're here to support your swimming journey every splash of the way, if you have any trouble covering the costs of lessons please reach out for assistance (we are willing to work with you!). 

• We pro-rate for registration made mid-month, so you can start lessons at any time

• We do not pro-rate for sickness or missed classes​

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Refund Policy:

• If you are unsatisfied with your lessons after the second session and wish to discontinue, we offer the option to switch instructors as a first step. Should this not meet your needs, refunds are considered on a case-by-case basis. Please note that discontinuing a session may create scheduling gaps, affecting the feasibility of a refund. Refund requests will not be considered if made after halfway through the session. If you have completed more than half a session, we can offer you a credit for future classes but are unable to provide a monetary refund.

• If you register for lessons and decide to cancel before the start of the session, please do 10 days in advance to receive a full refund. Anything after 10 days will be considered for a credit they can use to book in the future. 

 

Health and Safety Measures:

• Certified and Prepared Instructors: Safety first—always. All our instructors are certified in First Aid, CPR, and AED operations, ensuring that every lesson is as safe as it is enjoyable. We also have qualified lifeguards on staff to enhance safety during all swimming sessions.

• As per California Code 3121B.22: Persons having currently active diarrhea or who have had active diarrhea within the previous 14 days shall not be allowed to enter the pool water. 

• Any children that are not properly potty trained or are under the age of 2.5 MUST wear a fitted swim diaper under their bathing suit. ​

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Privacy Policy and Messaging: 

Surf’s Up Swim Programs Privacy Policy

Last updated: May 2025

 

1. Introduction: Surf’s Up Swim Programs (“we,” “us,” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our services or opt in to SMS messaging.

2. Data Sharing:

   1. Customer data is not shared with 3rd parties for promotional or marketing purposes.

   2. Mobile opt-in and consent are never shared with anyone for any purpose. Any information sharing that may be mentioned elsewhere in this policy excludes mobile opt-in data.

   3. We do not transfer consumer data to any external organizations under any circumstances, even with user consent.

3. Opt-In Process: ​

   1. ​We collect opt-in verbally from our customers. They can opt-in to receive messages either in person at our physical location, or over the phone if they call our business. When interacting with customers, staff is trained to ask if the customer would like to opt in to messaging using the following script: “By providing your phone number and agreeing to receive texts, you consent to receive text messages from Surf's Up Swim Programs regarding Account Notification, Customer Care, Delivery Notification. Consent is not a condition of purchase. Message frequency varies based on communication needs. Message & data rates may apply. You can reply STOP to unsubscribe at any time or HELP for assistance. Learn more about our business online at https://www.surfsupswimprograms.com.No mobile opt-in information will be shared with third parties. Our privacy policy are available at https://www.surfsupswimprograms.com/policies-terms and terms and conditions are available at https://www.surfsupswimprograms.com/policies-terms "

4. Messaging Terms and Conditions:

   1. By providing your phone number and agreeing to receive texts, you consent to receive text messages from Surf’s Up Swim Programs, from (310) 870-7277 regarding account notification, customer care, and delivery notification.

   2. Message frequency: You’ll receive 1–3 messages per week for swim lesson reminders, schedule updates, and important notifications.

   3. Consent is not a condition of purchase. Message & data rates may apply.

   4. You can reply STOP to unsubscribe at any time or HELP for assistance. You can also contact us at (310) 870-7277 or surfsupswimprograms@gmail.com. Mobile opt-in information is never shared with third parties.

5. Additional Privacy Provisions:

   1. For details on other personal data we collect (e.g., billing information, lesson attendance), how we secure and retain it, and your rights to access, correct, or delete your data, please see our full Privacy Policy at: www.surfsupswimprograms.com/privacy

6. Contact Us: If you have any questions about this policy or wish to exercise your privacy rights, please contact: 

   1. Email: surfsupswimprograms@gmail.com

   2. Phone: (310) 870-7277