Question 1

POOL DRESS CODES & ATTIRE

Accepted Answer

1. Swim Diapers: Children not fully potty trained must wear a snug swim diaper. If needed, wear a disposable swim diaper underneath the reusable one. Disposable swim diapers are available for purchase at the front desk.
2. Floating Devices: No floating devices are required; all necessary equipment will be provided during class.
3. Goggles: Children in Dolphins, Sharks, and Orcas classes (2-10 years) may wear goggles, but please ensure they are properly fitted before class.
4. Hair: Children with long hair must tie it back and wear a swimming cap or band (applies to both boys and girls).
5. Parent/Carer Attire: Parents/carers accompanying children in the pool must wear proper swim attire, such as a swimming rashie or lycra/dri-fit top (no shorts, t-shirts, or long pants). Long-haired parents/carers must tie their hair up and wear a cap if submerged.

Question 2

FEES AND CLASS STRUCTURE

Accepted Answer

Registration Fee: New students pay a RM100 registration fee per family, which will be charged again if the student/ students have been absent for 2+ years.
Package Renewal: A reminder will be sent 2 classes before your package ends; confirmation and payment are required to continue. If unpaid by the due date, your spot may be given to someone else.
Sibling Discount: Second and third enrolled children receive a 10% discount on their package 10 class package. This is not applicable to private class package, monthly auto debit or promo packages. 
Schedule Changes: We reserve the right to change class schedules as and when necessary with 24 hour notice. 
Class Cancellations: Classes may be cancelled or consolidated if only one student attends.
No-Show Policy: If a student misses 2 consecutive classes without cancellation or notice, the slot may be given to another student.
Package Freeze: Packages may be frozen for holidays or medical reasons for up to 3 months. If Aquabubs is not contacted, any unused classes are forfeited after 3 months.
Timeslot Guarantee: If a package is frozen for more than 3 weeks, we cannot guarantee the same timeslot upon return.
       9. Package expiry date extension: Package extensions are charged at RM50 
             per week

Question 3

TRIAL CLASS POLICIES

Accepted Answer

Trial Class Booking & Cancellation: Payment must be made before booking a trial. You must cancel or reschedule at least 24 hours in advance; otherwise, the session will be forfeited and you’ll need to pay again. Trial fees are non-refundable and non-transferable.
Arrival Time: Please arrive 15-20 minutes before your trial to register, change, and be ready 5 minutes prior to class. It’s the parent’s responsibility to prepare both you and your child.
Late Policy: If you arrive more than 10 minutes late, you cannot join the class and will need to pay for another trial.
Trial Class Behavior: If your child is upset or refuses to enter the water (especially in Sharks class), the teacher or Deck Supervisor will decide if a re-trial is possible without additional payment, but no refund will be given.

Question 4

CANCELLATION & REPLACEMENT & REFUND POLICIES

Accepted Answer

Class Cancellation: Cancellation for a class is a minimum of 12 hours for group class and 24 hours for private classes, before the class via vibefam. Cancellations through WhatsApp, SMS, or email won’t be accepted, and your class will be forfeited if cancelled late.
Replacement Classes: To receive a replacement class, you must cancel at least 12 hours in advance. Late cancellations will be counted as attended. 
Credits/Refunds: No credits or refunds will be given unless under extenuating circumstances.
Unforeseen Issues: If a class is cancelled due to pool maintenance issues, a replacement class or class credit will be given.
Missed Classes: For class packages, missed classes will not carry over to the next package and will be forfeited.

Question 5

POOL SAFETY & ETIQUETTE & HYGIENE

Accepted Answer

Hygiene:
Rinse off under the shower before entering the pool.
Keep your child home if they or a family member show signs of illness, and return only when cleared by a doctor.
No snacks allowed near the pool or changing rooms.
Safety:
Parents/caregivers must supervise children once the class ends. The teacher is responsible only during the lesson.
On busy days, only one parent/caregiver may stay near the pool to minimize distractions. Others should wait in designated areas.
Etiquette:
Be punctual; late arrivals (10+ minutes) cannot join the class and may receive a Family Swim session instead.
Keep showers quick as others are waiting; showers and changing tables are on a first-come, first-served basis.
Complaints/Feedback: For any complaints or feedback, please fill out a form at the Front Desk, and we’ll address it promptly.

Question 6

FLEXI-PACKAGE POLICIES

Accepted Answer

Flexi-Package: The 10-class Flexi-package, valid for 6 months, is available for Tadpoles, Guppies 1, and Dolphins 1 students.
Booking: After payment, you'll receive an email with login details for the parent portal to book classes up to 2 weeks in advance. Alternatively, you can book through the front desk.
Non-Refundable & Non-Transferable: The package is non-refundable, non-transferable, and its expiry date cannot be extended.

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