Lesson Terms & Conditions

These Terms & Conditions outline how our franchisees (“Franchisees”), who are licensed to provide Turtle Tots lessons, supply their services to you. When you book lessons, your contract is formed directly between you and the relevant Franchisee. Please read these Terms carefully, as they explain how lessons operate, how payments work, cancellation rights, and the responsibilities of both you and the Franchisee.

Please note that if you attend lessons with our Franchisee Turtle Tots Staffordshire, you will be bound by a separate set of terms and conditions, available from them directly.

1. Who We Are & How to Contact Us

Turtle Tots Limited is a company registered in England and Wales (Company No. 07590163). General correspondence can be sent to: 1 Farleigh Court, Old Weston Road, Flax Bourton, Bristol BS48 1UR.
If we need to contact you, we will normally do so by email, telephone, or post, using the details you provided at booking.

References to “writing” in these Terms include email communication.

2. When Your Contract Begins

2.1. Your contract with the Franchisee begins when you receive an email confirming your booking.
2.2. If the Franchisee cannot accept your order for any reason, they will notify you and no payment will be taken.

3. Health, Safety & Customer Responsibilities

3.1. Parents and carers are responsible for their children at all times.
3.2. You must inform your teacher or Franchisee of any health or medical issues that may affect you or your child during lessons.
3.3. Nappies (including swim nappies) must not be left anywhere on pool premises unless a marked nappy bin is provided.
3.4. Customers may not run, enter the pool without a Turtle Tots representative present, or ignore posted pool safety rules.
3.5. Please follow all procedures provided by your Franchisee, including parking, entry/exit routes, and changing-room guidance.
3.6. To support changing room comfort, aim to arrive no more than 10 minutes before class and leave within 15 minutes afterward.
3.7. Car seats, pushchairs and large items must not be left in changing rooms. Your Franchisee will advise alternative storage areas. Pushchairs are strictly prohibited poolside.
3.8. No food is permitted inside pool buildings, and smoking is not allowed anywhere within pool grounds.
3.9. Outdoor footwear is not permitted poolside.
3.10. Children must not attend lessons until 48 hours after symptoms of illness, sickness or diarrhoea have fully resolved (or two weeks after cryptosporidiosis). If in doubt seek medical advice.
3.11. Always change your child on the floor using your own changing mat or a designated changing station.
3.12. All swimmers must shower before entering the pool.
3.13. Lost property will be held by the Franchisee in accordance with our lost property policy.
3.14. In rare lone-worker pool settings, emergency procedures will be explained to you by the Franchisee.
3.15 Photographs and videos may only be taken with the consent of the Franchisee or teacher as each Franchisee and venue has different policies.

4. Prices & Payment

4.1. The price of lessons is shown at checkout when you place your booking and includes VAT where applicable.
4.2. If a pricing error is discovered, the Franchisee will contact you. They may cancel your order if the correct price cannot be agreed.

5. Payment Options

Franchisees may offer different payment options but will always provide at least one standard option.
Standard Termly Payment
• You commit to paying for a full term of lessons.
• Some Franchisees may allow you to pay by fixed instalments via direct debit; this does not change your commitment to the full term.
• If you cancel your direct debit without written consent from your Franchisee, your booking may be cancelled immediately.
• Franchisees will normally ask around three weeks before the end of your current term if you wish to continue next term.
• Existing places are held until roughly two weeks before the end of the current term before being offered to new customers. This may vary by franchise.

6. Payment Methods & Failed Payments

6.1. Termly payments must be made at the time of booking unless instalments have been agreed.
6.2. Direct debit instalments are typically taken on or around the first working day of each month.
6.3. Alternative payment methods may be accepted at the Franchisee’s discretion.
If a payment fails
This may happen due to incorrect account details, insufficient funds, or cancellation of a direct debit without consent.
In these cases:
• You will be asked to pay using another method (card, cash, bank transfer).
• You may be prevented from attending lessons until your balance is up to date.
• Missed lessons due to non-payment will not be refunded or made up.
• You are responsible for any bank charges relating to failed payments.
Persistent unpaid fees may be referred to a debt-collection agency, and you may be liable for associated costs.

7. Your Right to Cancel

Cancelling termly bookings
• You must notify your Franchisee in writing if you wish to cancel.
• Lessons already paid for are non-refundable unless your place is filled by another customer.
• If your vacated place is rebooked, a refund will be processed within 7 days of the new customer’s payment.
• Missed lessons prior to cancellation are not refundable. Catch-up credits expire upon cancellation.
• Cancellations outside the rebooking window may incur a £20 administration fee.
8. When We May Cancel or Freeze Your Booking
8.1. The Franchisee may cancel your booking at any time with one month’s written notice. You will receive a refund for lessons paid for but not yet taken.

8.2. Immediate cancellation may occur if:
• You or your child cannot safely take part (in the Franchisee’s professional opinion);
• You seriously or repeatedly break the Terms;
• You cancel your direct debit before paying your full term;
• You or anyone attending lessons behaves abusively, offensively, or in a way that risks the safety or wellbeing of others.

9. Changes to Payment Options & Fees

9.1. Payment options may be amended or withdrawn by Turtle Tots or the Franchisee.
9.2. Fees may change from time to time, with at least one months’ notice wherever possible.

10. Events Beyond Our Control

10.1. If lessons are disrupted due to events outside our or the Franchisee’s control, we will notify you and take reasonable steps to reduce disruption.
10.2. If a delay of 10 weeks or more is likely, you may end your contract and receive a refund for lessons not yet taken.
10.3. Replacement lessons or lesson credits will be provided wherever possible.
10.4. Refunds cannot be offered when you personally are unable to attend due to illness or holiday.
10.5. If lessons cannot run due to extreme weather or similar unavoidable events, refunds may not be possible, but reasonable effort will be made to reschedule.

11. Lesson Changes & Cancellations

11.1. Occasionally lessons may be cancelled or rescheduled. You will be notified by text, email, or phone.
11.2. Cancelled lessons will be replaced or credited.

12. Clothing & Equipment Requirements

12.1. All non-toilet-trained children must wear a double-nappy system which will be explained by the Franchisee.:
12.2. Extra swimwear may be worn but does not replace the double-nappy requirement.
12.3. Make-up and loose or sharp jewellery are not allowed.
12.4. Adults must wear appropriate swimwear.
12.5. Clear-lensed goggles may be required for certain underwater activities.

13. Teachers

13.1. We aim to provide continuity of teaching staff, but this cannot be guaranteed.
13.2. All Turtle Tots teachers are fully qualified and follow the same training programme, ensuring consistent lesson quality.

14. Liability

14.1. Turtle Tots does not exclude liability where it would be unlawful to do so, including for death or personal injury caused by negligence.
14.2. We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill.
14.3. We are not liable for loss or damage that could not reasonably have been foreseen at the time of booking.

15. Queries & Complaints

15.1. Please raise any concerns with your teacher or Franchisee first.
15.2. If not resolved, you may contact Turtle Tots Head Office using the details above.

16. Other Important Terms

16.1. Your contract may be transferred to another Franchisee or organisation.
16.2. You may only transfer your rights with written consent from the Franchisee.
16.3. This contract is between you and the Franchisee; no third party has enforcement rights.
16.4. If any part of these Terms is found unlawful, the remainder will continue to apply.
16.5. Delay in enforcing any part of the contract does not waive the right to enforce it later.
16.6. English law applies, and disputes may be brought in courts relevant to your place of residence within the UK.

17. Updates to These Terms

17.1. We may update these Terms from time to time. Updated versions will be posted on our website.
17.2. By booking lessons, you agree to the latest version of the Terms.

18. Data Protection & Privacy

18.1. Lesson photos or videos may occasionally be taken for marketing, with consent.
18.2. Booking requires providing personal details for you and your child.
18.3. We treat your information confidentially and do not share it with third parties except as required by law.
18.4. You may unsubscribe from marketing emails at any time.
18.5. Lesson registers display children’s names and ages and may be visible to other pool users.
18.6. Personal data may be disclosed only when legally required.
18.7. Payment details are securely processed by approved payment providers.
18.8. Electronic communication is sent at your own risk; please keep your account password secure.

19. Risk Acknowledgement

All swimming lessons and related activities are attended at your own risk. Turtle Tots and its Franchisees cannot guarantee that participation or attendance at any venue is entirely free from risk.

For terms and conditions relating to Turtle Tums Aqua-Natal lessons, please contact your local Turtle Tots Franchisee.