OW swim refund policy

 

Unless you have purchased your SWIM CREDITS within the last 14 days you will not get a refund.

 

It is not practical for a business like ours to issue refunds outside the statuary 14 day 'cooling off' period for online sales - we are sorry if this is not what you wanted to hear but it is our policy which you agreed to when you made the purchase.

 

If you 'cancel' a swim session within the allowable cancellation period for your class of ticket then the credit(s) will be returned to your 'virtual' wallet for use on future swim sessions within the current season.

 

They have no cash value and cannot be refunded to your bank account - if you want to know more please see below...

 

WE DO NOT ISSUE REFUNDS! When you buy SWIM CREDITS to use during any SWIM SEASON you are agreeing that these credits will be used by the published 'last day of season' which is currently the 2024 winter season that finishes on Sunday 27th April 2025 the last swim session for winter inducted members runs from 09.30 to 11.30 am.

 

If you purchased DISCOUNTED SWIMS in the BIG SUMMER SALE that ran over the first weekend of December 2024 for the 2025 summer season (1st May to 30th Sept 2025) then your swim credit refund period ended on January 31st 2025 as we extend the refund window to allow for people purchasing the sale tickets for the following summer season to change their minds. 

 

Outside of this extended window of opportunity to claim a refund we do not offer refunds on SALE TICKETS but it is possible to transfer the entire ticket to another member if requested by the original purchaser via the app message system prior to the 1st May 2025 (season start).

 

You have purchased access credits to use our facilities for a swim session, a bit like purchasing a monthly gym membership you have agreed to use these credits before they expire by booking the relevant sessions via our booking app. All credits MUST be used by the last swim session of the season they were purchased for (or on one of that seasons advertised induction sessions if a winter season).

 

The terms & conditions are quite clear that they have no cash value and cannot be refunded at any point.

 

There are plenty of sessions available spread throughout each season and plenty of induction sessions in the winter season. It is your responsibility to check the calendar and book your session(s). The calendar can be viewed via the booking app prior to purchasing any credits to be sure you can make the dates available.

 

It is unfair to expect us to refund your purchase because you decided it 'wasn't for you' or if you 'didn't have time to swim' or 'suffered an injury or illness'.

 

These things and any other reasons are outside our control and just like buying that gym membership in a rush of excited intention in the January sale... but never using it... you won't get a refund if you decide not to go or can't use it for any other reason.

 

It is really important that you viewed the TERMS & CONDITIONS when you purchased your swim credit - These are totally transparent and visible when you go through the purchase process (you have to tick to say you have read them before you can proceed to payment) and are really clear - the initial sales screen is shown as image one to the right of this page (or scroll down if viewing on a mobile device), the second image is a copy of the general terms & conditions you ticked to say you had read and is available in full on the booking app if you want to read it.

 

The third image is the CHECKOUT screen showing the 'tick box' that has to be ticked prior to moving through to the actual payment capture... you cannot move through until this has been ticked.

 

Please remember that we do have a 'Pay as You Go' option every year where you simply sign up and pay for a single swim session each time you visit, if you are at all unsure if you will get best value from a pre paid number of swims or the discount offered in the December sale for the following season, then this is probably the best option for you.

 

If you have any other reason you believe you might be considered for a refund then please email us using the CONTACT US link or message us via the booking app, but please be aware that we have a lot of incoming emails and booking enquiries so it is unlikely you will get a fast reply as our policies are quite clear and readily available on the booking app... we are not totally without empathy if you have a genuine case and wish to discuss the possibilities.

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