OW SWIM WINTER SEASON REFUND POLICY

Please read this blog entry before asking for a refund on any WINTER SWIM SEASON PACKAGES OR INDUCTIONS.

We made a promise when you purchased your SWIM PACKAGES for the 2020/21 WINTER SEASON (1st November - 1st April) that IF we were TOTALLY LOCKED DOWN again then we would offer a PRO RATA REFUND on any swim sessions WE COULD NOT ADD to the remaining schedule when we reopened.

This means - if we had to close due to COVID RESTRICTIONS IMPOSED ON US by central or regional government or our local authority then we would ADD EXTRA SWIM SESSIONS to make up for any we COULD NOT RUN during the LOCKDOWN PERIOD.

IF WE WERE UNABLE to add enough replacement sessions at the point we reopened as it could not be done due to scheduling or we were locked down until our season finished, we promised we would refund anyone who requested a PRO RATA REFUND even though they would be out of the statutory 14 day ‘cooling off’ period allowed with online sales.

We DID NOT include INDUCTION SESSIONS in this offer if you were outside of the 14 day period as these were booked on a ‘First Come - First Served’ basis and were over subscribed.

Anyone who simply changed their mind because it was cold or could not be bothered to attend the session loses their money… sorry… but it’s like booking a concert ticket and then not going because it was raining but expecting your money back, it doesn’t work like that!

As it stands right now, we have offered replacement sessions for all those missed during LOCKDOWN II and have refunded a handful of people on a ‘case by case’ basis as we have considered their individual circumstances to be unique and deserving of a FULL REFUND.

PLEASE READ THIS BIT IF YOU ARE THINKING OF ASKING FOR A REFUND -

IF you are outside your statutory 14 day ‘cooling off’ period you are unlikely to get a refund from us - just because you have changed your mind.

IF you can’t make all the sessions you have paid for because your plans have changed or you don’t like it when it snows - you are unlikely to get a refund from us.

IF you don’t turn up for an induction session or email, message or call us a few hours before it is due to start to tell us you now don’t want to do it… you are unlikely to get a refund.

IF you have an address on our system which is miles away from us, across our county boundary and an unreasonable distance for you to justify travelling to participate while we are in TIER THREE and you want a refund - you will probably get one.

IF you have CANCELLED your INDUCTION SESSION or SWIM SESSION through the booking app outside of our standard 12 hour NO CANCELLATION/REFUND WINDOW - you WILL get a refund directly back to your ‘virtual’ wallet.

The REFUND OFFER covered you for any GOVERNMENT ENFORCED LOCKDOWN that meant we were unable to open for the season or an extended part of the season - it doesn't cover you if you have simply changed your mind as 'its a bit cold'.... this is winter swimming, we did not hide the fact it was cold ;-)

We are open, everything is bookable through the app, no refunds are due under our COVID PROMISE at the moment.

If you believe you have a unique individual case that means you cannot now attend the WINTER SWIM SEASON then please feel free to message us through the app or email the office for us to consider your request.

We made our COVID REFUND PROMISE in good faith - please don’t abuse it as it means we will not be in position to offer one again if required.