World of Swimming – Terms and Conditions
These Terms and Conditions set out the basis on which World of Swimming provides swimming lessons. They are designed to be clear, fair and consistent across all venues.
By making a booking or payment, you confirm that you have read, understood and accepted these Terms and Conditions.
1. About World of Swimming
World of Swimming is a trading name of Wessex Swim School Limited.
Company number: 06462451 Registered office: 46 Leigh Road, Eastleigh, England, SO50 9DT
World of Swimming provides continuous weekly swimming lessons during its published teaching periods.
Lessons are delivered across multiple venues and locations. Each venue may have its own pool-specific rules, which must be followed in addition to these Terms and Conditions.
World of Swimming provides lessons for:
● Baby and Pre-School swimmers
● Children
● Adults
All bookings, payments, cancellations and account management are handled through Soakly.
2. Communication
2.1 Contacting World of Swimming
All enquiries must be directed to the World of Swimming office or the relevant Swim Manager.
Customers should not rely on messages passed to teachers, pool helpers, reception staff or venue staff. These individuals may not have access to customer accounts or the authority to make changes to bookings, payments or cancellations.
Swim Manager and Location Email Addresses
● winchester@worldofswimming.co.uk
● salisbury@worldofswimming.co.uk
● totton@worldofswimming.co.uk
● radley@worldofswimming.co.uk
● london@worldofswimming.co.uk
● portsmouth@worldofswimming.co.uk
● andover@worldofswimming.co.uk
● southampton@worldofswimming.co.uk
● bishops@worldofswimming.co.uk
● bournemouth@worldofswimming.co.uk
● eastleigh@worldofswimming.co.uk
● newforest@worldofswimming.co.uk
● Yateley@worldofswimming.co.uk
● Sussex@worldofswimming.co.uk
● Oxford@worldofswimming.co.uk
Main Office
2.2 Contacting Customers
World of Swimming will use the email address and telephone number held on the customer’s Soakly account.
Customers are responsible for ensuring that their contact details are accurate and kept up to date.
World of Swimming is not responsible for missed communications where the contact details supplied by the customer are incorrect or out of date.
3. Booking Format
3.1 Weekly Lessons
All lessons operate as part of a weekly programme during World of Swimming’s published teaching periods.
Lessons do not normally run during:
● Easter holidays
● Summer holidays
● Christmas holidays
● Bank holidays
Customers will not be charged for lessons that are not scheduled to take place during published closure periods.
By making a booking, the customer is reserving a weekly class place rather than purchasing individual, flexible or ad-hoc lessons.
Monthly bookings continue on a rolling basis until cancelled in accordance with Section 5.1.
Termly bookings reserve a place only for the dates covered by the relevant termly payment. A place for the following term is secured once the next term’s payment has been completed by the stated deadline.
3.2 Class Types
World of Swimming offers:
● Baby and Pre-School lessons, with an adult in the water where required
● Children’s swimming lessons
● Adult swimming lessons
The applicable class type, expected class ratio and lesson duration will be shown or explained when the booking is made.
Class structure, ratios and teaching methods may vary depending on the type of lesson, the venue and the needs and abilities of the swimmers.
World of Swimming may make temporary changes to class arrangements where reasonably necessary for safety, staff absence, venue requirements or operational reasons.
Customers will be informed of any permanent material change to the type, duration or expected ratio of their class.
4. Payments
4.1 Payment Options
Depending on the class and venue, customers may be offered one of the following payment options:
● Monthly payment by variable direct debit
● Payment for the full term in advance
All payments are managed through Soakly.
The applicable payment option will be confirmed when the booking is made.
A swimmer’s place is not secured unless the required payment arrangement has been completed and the account is up to date.
4.2 Monthly Direct Debit Payments
Monthly direct debit payments:
● Are variable and charged monthly
● Reflect the number of scheduled lessons taking place during that month
● Are collected automatically on the payment date shown within Soakly
● Continue until the booking is cancelled in accordance with Section 5.1
Customers will not be charged for published World of Swimming closures where no lesson is scheduled.
4.3 Termly Payments
Where termly payment is offered, the full cost of the scheduled lessons for that term must be paid in advance through Soakly.
The termly invoice or payment request will show:
● The applicable term dates
● The number of scheduled lessons
● The total amount payable
● The payment deadline
Payment must be received by the stated deadline.
If payment is not received by the deadline, World of Swimming may release the class place to another swimmer.
A termly payment reserves the swimmer’s weekly class place for the dates covered by that payment.
Termly payment does not automatically secure a place for a future term. Where the swimmer is invited to continue, a new payment request will be issued and must be completed by the stated deadline.
4.4 Changing Payment Options
Requests to change between monthly and termly payments must be submitted in writing.
Changes are subject to:
● The payment options available at the relevant venue
● The customer’s account being up to date
● The timing of the request
● Availability within the relevant class
Payment arrangements cannot normally be changed part-way through a paid month or term.
4.5 Failed, Missed or Overdue Payments
If a monthly direct debit fails:
● The payment system may automatically retry the payment
● Any outstanding balance must be cleared promptly
● Lessons may be suspended while the account remains in arrears
● The swimmer’s place may be released if payment is not received
If a termly payment is not completed by the stated deadline, the class place may be released.
World of Swimming is not responsible for lessons missed due to a failed payment, incomplete payment arrangement or failure to complete the Soakly account setup.
Releasing a class place does not remove the customer’s responsibility to pay any valid outstanding balance relating to lessons already provided or amounts due under the applicable cancellation notice period.
4.6 Statutory Rights
Nothing in these Terms and Conditions restricts any statutory cancellation, refund or consumer rights that apply to the customer’s booking.
5. Cancellation Policy
Cancellation requirements depend on whether the customer pays monthly or termly.
All cancellations must normally be submitted using the official World of Swimming cancellation form.
The cancellation form must be completed accurately and submitted successfully. The cancellation notice period begins on the date the completed form is received by World of Swimming.
Emails, telephone calls, text messages, social media messages, verbal requests or messages passed to teachers, pool helpers, reception staff or venue staff will not normally be accepted as formal notice of cancellation.
Where a customer is unable to access or complete the cancellation form because of a technical issue, disability or additional need, the customer must contact the World of Swimming office. World of Swimming will provide a reasonable alternative method of submitting the cancellation.
Cancelling a direct debit directly with the customer’s bank does not cancel the swimming lesson booking. Any outstanding amounts due under these Terms and Conditions will remain payable.
5.1 Monthly Payment Cancellations
For customers paying monthly, the completed cancellation form must be received before 5:00pm on the 20th of the current month.
Where the completed form is received before 5:00pm on the 20th:
● Cancellation will take effect at the end of that month
● The swimmer may continue attending until the effective cancellation date
● Monthly payments will stop once all amounts due up to the effective cancellation date have been collected
No refund or credit will be provided for lessons missed before the effective cancellation date.
Late Monthly Cancellations
Where the completed cancellation form is received after 5:00pm on the 20th:
● Cancellation will take effect at the end of the following month
● The following month’s payment will remain due
● The swimmer may continue attending until the effective cancellation date
● No partial refund will be provided for lessons falling within the notice period
Immediate cancellation is not normally available for monthly bookings, except where required by law or agreed under the medical provisions in Section 7.1.
5.2 Termly Payment Cancellations
Termly bookings reserve the swimmer’s weekly class place for the dates covered by the relevant payment.
Customers paying termly must provide at least 28 calendar days’ notice by completing and submitting the official World of Swimming cancellation form.
The notice period begins on the date the completed form is received by World of Swimming.
The swimmer may continue attending their scheduled lessons during the notice period.
Where the term has been paid for in advance:
● Lessons scheduled up to and including the effective cancellation date remain payable
● No refund or credit will be provided for lessons missed during the 28-day notice period
● Lessons scheduled after the effective cancellation date will be refunded on a pro-rata basis
● Where fewer than 28 calendar days remain in the paid term, no refund will normally be due
Any refund due will be calculated by dividing the amount paid for the term by the total number of scheduled lessons included in that payment.
Any applicable discount included in the original termly price will be reflected in the refund calculation.
Refunds will normally be processed within 14 calendar days after the effective cancellation date and returned using the original payment method where reasonably possible.
Termly payments cannot be transferred to another swimmer or carried forward to a future term unless agreed by World of Swimming in writing.
5.3 Medical Cancellations
Requests for early cancellation because of an operation, significant injury or other serious medical circumstances will be considered under Section 7.1.
Medical evidence may be requested.
Medical refunds, credits or early cancellation arrangements are considered individually and are not guaranteed.
6. Lesson Cancellations by World of Swimming
Lessons may occasionally be cancelled because of:
● Pool or venue closures
● Staff illness
● Health and safety concerns
● Adverse weather or travel disruption
● Circumstances outside World of Swimming’s reasonable control
Where World of Swimming cancels a lesson, an appropriate replacement lesson, account credit or refund will be provided.
Where a replacement lesson is offered, it will be subject to suitable availability and should not cause the customer significant inconvenience.
Where no suitable replacement can reasonably be provided, an account credit or refund will be issued for the cancelled lesson.
Where a lesson is significantly shortened or materially disrupted, World of Swimming will consider:
● The amount of teaching delivered
● The nature of the disruption
● Whether the main purpose of the lesson was delivered
● Whether a replacement, credit or proportionate refund is appropriate
A lesson will not automatically be treated as fully delivered solely because part of it has taken place.
7. Attendance and Missed Lessons
7.1 Freezing, Pausing and Medical Absence
World of Swimming does not normally offer freezing or pausing of weekly lessons.
Where a swimmer is unable to attend because of an operation, significant injury or other serious medical circumstances, World of Swimming may consider:
● A temporary pause
● An account credit
● A refund
● An early cancellation arrangement
● Another reasonable temporary arrangement
All medical requests:
● Must be submitted in writing as soon as reasonably possible
● Must explain the expected length and nature of the absence
● Must include appropriate medical evidence where reasonably requested
● Must be sent to the World of Swimming office or the relevant Swim Manager
● Should be agreed in advance wherever possible
Medical refunds and credits:
● Are considered on a case-by-case basis
● Are not guaranteed
● Will depend on the circumstances and expected length of absence
● Will not normally apply to periods before World of Swimming was notified
World of Swimming may consider backdating a medical arrangement in exceptional circumstances where the customer could not reasonably have contacted the company sooner.
7.2 Missed Lessons
If a swimmer is unable to attend their regular lesson for a reason that is not covered by an agreed medical arrangement:
● No refund or credit will normally be provided
● The swimmer’s weekly class place will remain reserved
● The lesson cannot be transferred to another swimmer
● World of Swimming does not offer catch-up lessons
This includes lessons missed because of:
● Holidays
● School events
● Family commitments
● Minor or short-term illness
● Transport difficulties
● Other personal circumstances
8. Pool and Venue Rules
All swimmers, parents, guardians and spectators must follow:
● World of Swimming’s rules
● The specific rules of the pool venue
● Applicable health and safety requirements
● Any reasonable instruction given by World of Swimming or venue staff
Venue rules may differ between locations. Customers are responsible for familiarising themselves with the rules of the venue they attend.
Key Rules at All Venues
● Swimming hats must be worn unless a sensory, medical or additional-needs adjustment has been agreed
● Food and drink are not permitted on poolside, other than water where allowed
● Running and disruptive behaviour are not permitted
● Photography and filming are prohibited
● Children under 16 must have a responsible adult on site
● Swimmers must follow the teacher’s safety instructions
● Customers must not enter restricted areas without permission
Failure to follow pool or venue rules may result in the swimmer or accompanying adult being asked to leave the lesson or venue.
Serious or repeated breaches may result in lessons being suspended or terminated.
Where lessons are terminated, any payment relating to future lessons will be reviewed. World of Swimming will take account of:
● The services already provided
● The seriousness and circumstances of the breach
● Any reasonable losses or costs incurred by World of Swimming
● Any applicable statutory rights
9. Swimwear and Equipment
9.1 Baby and Pre-School Swimmers
A double-nappy system is mandatory for swimmers who are not fully toilet trained.
This must include:
● A disposable or reusable swim nappy
● A close-fitting reusable swim nappy worn over the top
Instructors may refuse entry to the pool where the correct nappy system is not being used.
No refund or credit will normally be provided where a swimmer cannot take part because the required swimwear or nappy system has not been provided.
World of Swimming will consider any reasonable adjustment required because of a disability or medical condition.
9.2 Children and Adults
Swimmers must wear appropriate swimwear.
Swimming hats must be worn unless an exemption or reasonable adjustment has been agreed.
Goggles are recommended where appropriate, but they may not be suitable for every swimmer or lesson activity.
Equipment brought to the venue remains the customer’s responsibility.
10. Medical Conditions, Disabilities and Additional Needs
All relevant medical conditions, disabilities and additional needs must be disclosed through Soakly and kept up to date.
This includes, but is not limited to:
● Asthma
● Epilepsy
● Allergies
● Heart conditions
● Diabetes
● Autism
● ADHD
● Learning needs
● Sensory needs
● Physical disabilities
● Any condition or need that may affect safe participation
Parents, guardians and adult swimmers must provide sufficient information to allow World of Swimming to assess:
● Whether the swimmer can participate safely
● Whether reasonable adjustments may be needed
● Whether a risk assessment or support plan is required
World of Swimming will consider reasonable adjustments for disabled swimmers and customers in accordance with the Equality Act 2010.
Adjustments will be considered individually, taking account of:
● The swimmer’s needs
● The pool environment
● Available staffing and resources
● Safety requirements
● The effectiveness and practicality of the proposed adjustment
● Whether the adjustment is reasonable in the circumstances
World of Swimming will not charge a disabled customer for a reasonable adjustment.
World of Swimming cannot provide appropriate support or complete an effective safety assessment where relevant information has not been disclosed.
Where necessary information has not been provided, participation may be temporarily suspended until sufficient information has been received and any necessary assessment has been completed.
11. Photography and Filming
Photography and filming are strictly prohibited:
● During swimming lessons
● On poolside
● In changing rooms
● In toilets
● In any area where another person may reasonably expect privacy
This includes:
● Photographs
● Video recordings
● Video calls
● Live streaming
● Social media recording
Any breach will be treated seriously and may result in the person responsible being asked to stop recording and leave the venue.
Serious or repeated breaches may result in the swimmer’s lessons being suspended or terminated.
Where lessons are terminated, any advance payment relating to future lessons will be reviewed in accordance with the principles set out in Section 8.
12. Responsibility and Supervision
Parents and guardians remain responsible for their children at all times outside the swimmer’s scheduled lesson.
Children under 16 must have a responsible adult on site for the full duration of the lesson, unless World of Swimming has expressly confirmed another arrangement in writing.
World of Swimming is not responsible for:
● Accidents or incidents occurring outside the scheduled lesson
● Incidents caused by a failure to supervise a child
● Loss, theft or damage to personal property
● Items left in changing rooms or other areas of the venue
Nothing in this section excludes or limits liability where it would be unlawful to do so, including liability arising from World of Swimming’s negligence.
Customers must follow all venue guidance relating to changing rooms, lockers, footwear and personal belongings.
13. Behaviour
World of Swimming expects respectful behaviour towards:
● Teachers
● Pool helpers
● Swim Managers
● Venue staff
● Other swimmers
● Parents and guardians
● Spectators
Aggressive, threatening, abusive, discriminatory, harassing or otherwise inappropriate behaviour will not be tolerated.
World of Swimming may suspend or terminate lessons where the behaviour of a swimmer, parent, guardian or spectator:
● Creates a safety or safeguarding concern
● Causes serious disruption
● Is abusive, threatening or discriminatory
● Seriously affects staff, swimmers or other customers
● Continues following a reasonable warning
A warning may not be given before suspension or termination where the incident is sufficiently serious or presents an immediate safety or safeguarding risk.
Where lessons are terminated, any payment relating to future lessons will be reviewed. World of Swimming will take account of the circumstances, services already provided, reasonable losses and any applicable statutory rights.
14. Data Protection
World of Swimming uses Soakly and other appropriate service providers to manage:
● Bookings
● Payments
● Customer communications
● Medical and additional-needs information
● Attendance and swimmer progression
● Safeguarding and operational records
Personal information will be handled in accordance with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.
Information will only be used or shared where there is an appropriate lawful basis and where necessary to:
● Deliver lessons safely
● Manage bookings and payments
● Communicate with customers
● Meet safeguarding obligations
● Support swimmers appropriately
● Comply with legal or regulatory requirements
● Work with the relevant pool venue or authorised service provider
Health, disability and medical information will be handled with appropriate additional safeguards.
Further information about how World of Swimming collects, uses, stores and shares personal information is available in the World of Swimming Privacy Notice:
Customers are responsible for ensuring that the information held on their account is accurate and up to date.
15. Complaints
Complaints must be submitted in writing to:
The complaint should include:
● The swimmer’s name
● The relevant venue
● The date and time of the lesson
● A clear description of the issue
● Any relevant supporting information
● The outcome being requested
Complaints will be handled fairly, professionally and confidentially.
World of Swimming may need to speak to relevant staff members, witnesses or venue representatives to investigate the complaint.
Where a customer requires a reasonable adjustment to submit or participate in the complaints process, they should contact the World of Swimming office.
16. Changes to Lessons
World of Swimming may occasionally need to make reasonable changes to:
● Teachers
● Class groupings
● Lesson times
● Pool lanes
● Class ratios
● Venue arrangements
● Programme structure
A particular teacher cannot be guaranteed.
Changes may be made where reasonably necessary to support:
● Swimmer progression
● Class safety
● Staffing requirements
● Venue requirements
● The effective operation of the programme
Where possible, customers will be given reasonable notice of significant changes.
If World of Swimming makes a permanent material change to the booked service that places the customer at a significant disadvantage, World of Swimming will discuss suitable alternatives.
Where no suitable alternative is available, the customer may cancel the affected booking without an additional cancellation penalty. Any refund due for future lessons will be calculated on a pro-rata basis.
17. Changes to These Terms and Conditions
World of Swimming may update these Terms and Conditions where reasonably necessary, including to reflect changes to:
● Its services or systems
● Operational requirements
● Payment arrangements
● Legal or regulatory obligations
● Health, safety or safeguarding requirements
The latest version will be published on the World of Swimming website.
Customers will be given reasonable notice of any material change affecting prices, payment obligations, cancellation arrangements or the service being provided.
Where a material change places the customer at a significant disadvantage, the customer will be given an opportunity to cancel before the change takes effect without being charged an additional cancellation penalty.
Minor administrative changes, corrections or clarifications may take effect when published.
Nothing in these Terms and Conditions affects the customer’s statutory rights.
Last updated: July 2026