Aqua Essence Policies

General Policies:

For the purposes of our policies, “Business Days” Refers to Monday through Friday
A valid credit card must be on your account at all times
Payment is required in full upon enrolling for all courses and swimming lessons with the exception of sessions lasting 12 weeks or longer. If the session is 12 weeks or longer, installment payments may be considered upon request. Installment payments are subject to a $35.00 administrative fee (per swimmer)
If you wish to change the day or time of your lesson, all requests must be sent to kenaston@aquaessence.ca. For sessions twelve (12) weeks or longer, attempts to find a suitable time slot will be made up to the cut-off date for cancellations. Changing days and/or time slots may result in a tuition price increase. Once the cut off for cancellations has passed, switching the time or day of a lesson may not be an option. Class changes may be subject to administrative fees
Refunds can only be made to the credit card on your account; cash or debit refunds will not be granted
Credits on Account can be used for future lessons, courses, or retail merchandise. Credits are non-transferrable and effective September 9, 2021, cannot be refunded
Band-Aids are not permitted in the water or on the pool deck - we are a Band-Aid-free zone!
If a swimmer's hair is long enough to pull back/tie up, it must be secured tightly in a pony tail or they must wear a swim cap
Aqua Essence is a safe space. Physical or verbal outbursts towards our instructors, customer service team, office staff, or others will not be tolerated and will result in immediate dismissal from our premises and programs. No refunds or credits will be issued
Gender-based instructor preferences will not be considered
Please note that instructors listed for courses or swim lessons are subject to change and may be updated prior to the start of sessions
Pool Foulings are something we cannot control. In the event of a fouling, the class will transition to Water Safety. Water Safety is a part of our curriculum; we are constantly teaching it and will take advantage of the opportunity to dedicate a class to it
If you choose to leave in the event of a pool fouling and not participate in the Water Safety lesson, no credit or refund will be issued
In the case of a pool fouling during an Aqua Babies Class, a credit will be applied to your account as babies cannot participate in water safety classes
Parents/Guardians may take photos and video of their child during lessons. Only your child is permitted to be in the photo and video
Staff reserve the right to view and veto photos or video if there is a concern
On rare occasions, changes to class start or end times, and/or pool location may occur. In these instances, Aqua Essence will inform affected swimmers via email as soon as possible prior to the start of class. If a swimmer chooses not to participate in the delayed class or to attend the new pool, so refunds or credits on account will be granted
Aqua Essence requires that a release be obtained when information on any candidate is made public. This includes, but is not restricted to; the use of photos and/or video for promotional materials or display purposes, including our social media posts on Instagram, Facebook and the Aqua Essence Website

Missed Classes Due to Instructor or Aqua Essence's Absence

We do our best to minimize instructor absences, but sometimes it is unavoidable. We will make every effort to find a substitute instructor for your class
In the event a substitute cannot be found, for your safety, we reserve the right to cancel the class
We will try to reschedule a class missed due to an instructor or our absence. If a class cannot be rescheduled, a credit will be issued to your account

Missed Classes Due to Swimmer Absence

In the event that a swimmer misses a class, for any reason (with the exception of an injury or long-term illness – see Swimmer Absence Due to Injury or Long-Term Illness) no credit or refund will be given
Make-up classes are not available for missed classes due to swimmer absence

When NOT to Attend Lessons

Failure to adhere to the policies mentioned will result in the immediate suspension of lessons; no credit or refund will be issued:
Your household has lice
The swimmer has an open gash or cut
The swimmer has had diarrhea in the previous 24 hours
The swimmer has nausea or has been vomiting
The swimmer has an eye infection
The swimmer has had a bleeding nose within 2 hours of the lesson

Swimmer Absence Due to Injury or Long-Term Illness

In the event a swimmer suffers an injury or long-term illness that would cause an extended absence from class, the following policy applies:
· The Swimmer must immediately inform Aqua Essence of the injury or long-term illness via email to office@aquaessence.ca and provide a doctor’s note
· The Swimmer must choose how long they will be away from swim lessons; either four (4), six (6) or eight (8) weeks. Every attempt will be made to fill the vacant swim spot in the swimmer’s absence. The swimmer will not be able to return to lessons earlier than the length of time chosen
· Only once a doctor’s note has been received by Aqua Essence will a credit be issued to the credit card on account. The credit for and the time away for the four (4), six (6), or eight (8) weeks away from lessons begins the day the doctor’s note is received by Aqua Essence – credits and time away cannot be backdated
· Absences of less than four (4) weeks from the date of Aqua Essence receiving a doctor’s note will not be credited
· Should the swimmer need more time than originally chosen, a new doctor’s note will be required and the swimmer will once again choose either four (4), six (6) or eight (8) weeks of absence and again another credit would be issued from the date the doctor’s note is received by Aqua Essence
· Note: Allergies or skin irritations such as eczema are not considered injuries or long-term illness’ and credits or refunds will not be issued

Refund/Cancellation Policy (Sessions 12 weeks or longer)

If classes have not yet started but you have enrolled, refunds will be made to the credit card on account, minus a $25.00 cancellation fee (per swimmer)
In the event of a cancellation between the first (1st) and fifth (5th) week of classes, a credit on account or refund to the card on account will be made, minus a $25.00 cancellation fee (per swimmer), the total value of any weeks since the start of the session, and any classes scheduled to happen within 2 business days of the cancellation request
The Cut-Off for cancellations is the fifth (5th) week of session. After the fifth (5th) class, no refunds or credits on account will be granted
If a swimmer requests a transfer to a different day or timeslot after the third (5th) class, all efforts will be made to find a suitable spot. If the switch results in a negative price difference, a credit on account will be issued. Refunds for any difference in price will not be made. If a suitable timeslot cannot be found, no refunds or credits on account will be granted

Refund/Cancellation Policy (Sessions 8-11 weeks)

If classes have not yet started but you have enrolled, refunds will be made to the credit card on account, minus a $25.00 cancellation fee (per swimmer)
In the event of a cancellation between the first (1st) and third (3rd) week of classes, a credit on account or refund to the card on account will be made minus a $25.00 cancellation fee (per swimmer), the total value of any weeks since the start of the session, and any classes scheduled to happen within 2 business days of the cancellation request
The Cut-Off for cancellations is the third (3rd) week of session. After the third (3rd) class, no refunds or credits will be granted
If a swimmer requests a transfer to a different day or timeslot after the third (3rd) class, all efforts will be made to find a suitable spot. If the switch results in a negative price difference, a credit on account will be issued. Refunds for any difference in price will not be made. If a suitable timeslot cannot be found, no refunds or credits on account will be granted

Refund/Cancellation Policy (Sessions 4-7 weeks)

If classes have not yet started but you have been enrolled refunds will be made to the credit card on account, minus a $25.00 cancellation fee (per swimmer)
In the event of a cancellation between the first (1st) and second (2nd) week of classes, a credit on account or refund to the card on account will be made minus a $25.00 cancellation fee (per swimmer), the total value of any weeks since the start of the session, and any classes scheduled to happen within 2 business days of the cancellation request
The Cut-Off for cancellations is the second (2nd) week of the session. After the second (2nd) class, no refunds or credits will be granted
If a swimmer requests a transfer to a different day or timeslot after the second (2nd) class, all efforts will be made to find a suitable spot. If the switch results in a negative price difference, a credit on account will be issued. Refunds for any difference in price will not be made. If a suitable timeslot cannot be found, no refunds or credits on account will be granted

Courses and Four or Five Day Mini-Session Swim Lesson Sessions (NOT Summer Session):

Courses refers to all programs other than swimming lessons. This includes, but is not limited to Bronze, First Aid, Red Cross, Leadership Courses and Re-certifications
100% Attendance is required
For cancellations after registration and more than 7 business days prior to the course or mini-session, a refund will be issued to the credit card on account, less a $25.00 cancellation fee (per registrant)
For cancellations exactly 7 business days prior to the course or mini-session, a 50% refund will be issued to the credit card on file,
For cancellations with less than 7 business days prior to the course, no refund or credit will be issued
In the case of illness or injury, written notice of the cancellation must be received by Aqua Essence no later than 72 hours prior to the start of the course or mini-session. If a doctor’s note is received by Aqua Essence no later than 72 hours after the start of the course/session, enrollment will be transferred to another course date, or if a suitable date cannot be found, a credit will be issued to your account. For cancellations due to injury or illness with less than 72 hours' notice, a doctor’s note must be received by Aqua Essence no later than 72 hours after the course/session start date. Once the doctor’s note is received, enrollment will be transferred to another course date. If a replacement date cannot be found, or if cancellation occurs with less than 72 hours' notice and no doctors note is provided, no refunds, credits or transfers will be issued · All cancellation requests for courses or mini-sessions must be sent to courses@aquaessence.ca

Photo and Video Policy

Parents/guardians may take photos and video of their child during lessons. Only your child is permitted to be in the photo and video.
Staff reserve the right to view photos if there is a concern.

Summer Policy

Summer Session Policies refers to all Swim Lessons taking place during the Summer Session (End of June – Labour Day Monday)
All communication regarding Summer Session Lessons; including but not limited to registrations, billing, cancellation, and swimmer absences must be done via email to summer@aquaessence.ca- do not leave a voicemail. Please note that Aqua Essence is closed evenings and weekends during the summer and messages sent/left during this time will not be received until the next business day
Payment is due in full upon enrollment. Installment payments are NOT available for Summer Session Lessons
If a swimmer cannot attend a lesson for any reason, cancellations require a minimum of 10 business days notice. Cancellations for Summer Session Lessons with a minimum of ten (10) business days' notice will receive a refund to the credit card on account less a $25.00 cancellation fee (per swimmer)
Cancellations with less than ten (10) business days’ notice are not eligible for credits on account or refunds
In the event that a class is cancelled on behalf of Aqua Essence, no make up classes will be done. A credit will be applied to the credit card on your account
If a swimmer cannot attend a lesson for any reason with less than ten (10) business days' notice, no refunds, credits or make-up classes will be granted
Any requests to change a lesson; including but not limited to the time of the lesson, the outdoor pool location, instructor changes (gender-based instructor preferences will not be considered) must be submitted via email to summer@aquaessence.cano later than five (5) business days prior to the start of the session. All efforts to accommodate these requests will be made, but in some cases, accommodation may not be possible. Please note that Requests for time or location changes are subject to a $10.00 administrative fee (per family)
Any backyard lessons taking place outside of the Perimeter of the City of Winnipeg are subject to an Out of City Travel Fee. This fee is to be paid in full upon notification of its application to your account. If backyard lessons are being shared by more than one family, this fee will be split evenly between the families
Out of City Travel Fees are non-refundable
All outdoor lessons will take place unless you hear directly from the Summer Co-Ordinator about unforeseen circumstances; which may include, but are not limited to thunder, lightning, pool maintenance issues, or torrential rain. In some instances, out-of-water safety lessons will take place. In instances when the class is cancelled due to weather, the Summer Co-Ordinator will apply a credit to your account. Refunds will not be granted.

Privacy Policy

Aqua Essence is committed to protecting your online privacy while providing you with the most useful and enjoyable Web experience possible.

How we collect and use personal information

The only information required is your e-mail address to sign-up to our e-newsletter marketing program. With your approval, we occasionally will send e-mail to notify you about important changes to the site, new services, and special offers from us. If you would rather not receive these e-mail notifications, you can simply indicate that preference by unsubscribing in the email newsletter we send you. At the bottom of the email newsletter will be a link to unsubscribe which will automatically remove you from our database listing.

How we protect your personal information

In addition to using the most secure technology available, we work tirelessly to make sure that we use any information you provide us only in ways you have approved. We send you only the e-mail you have approved through our e-mail subscription sign-up page.

How we use “cookies”

As you probably know, “cookies” are small pieces of information that some Web sites store on your computer’s hard drive when you visit them. Like many other Web sites, www.aquaessence.ca uses cookies to identify members so they don’t have to enter a user ID and password upon each visit. Most Web browsers automatically accept cookies but allow you to modify security settings so you can approve or reject cookies on a case-by-case basis. Even if you do not use cookies, you can still access all of the features on our site by logging in manually with each visit.

What we provide to third parties

Aqua Essence does not provide any third-party access to your personal information. This data reflects site usage patterns gathered during millions of customer visits to our Web site each month, but it does not contain behavioral or identifying information about any individual member unless that member has given us permission to share that information.

Obtaining your consent

By using our website, you give www.aquaessence.ca permission to collect information about the pages served to you as an anonymous user for the purpose of calculating aggregate site statistics. As a registered member, you give www.aquaessence.ca and our agents permission to send you e-mails related to the subscription e-mail services to which you subscribe.

If you are under the age of 18, you must not provide your name, e-mail address, or any other identifying information without the consent of your parent or guardian, or as otherwise provided for by applicable law. Any changes to our privacy policy will be posted on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Tell us what you think

Aqua Essence welcomes your questions and comments about our privacy policy. Please contact us here.