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.

Registration Fee: New students pay a RM100 registration fee per family, which will be charged again if the student has been absent for 2+ years. Package Renewal: A reminder will be sent 3 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. Schedule Changes: We reserve the right to change class schedules as necessary. 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. 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.

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.

Class Cancellation: Notify us at least 2 hours before your class via the Parent Portal or customer service. 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 2 hours in advance. Late cancellations will be counted as attended. Credits/Refunds: No credits or refunds will be given unless under extenuating circumstances. Weather or Unforeseen Issues: If a class is cancelled due to weather or unforeseen events, a replacement class or credit will be given. Missed Classes: Missed classes will not carry over to the next package and will be forfeited.

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.

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.

Children often become scared in the water due to a lack of control. To help them feel in control, start with shallow water where they can sit or stand independently. Once they gain confidence, gradually introduce deeper water with reassurance and small tasks. Be patient, go slowly, and offer regular exposure—taking your child to the pool a few times a week will help them feel more relaxed in the environment.

Every child is different, so progress varies, but regular practice and exposure are key. To help your child learn quickly, aim for pool sessions two or more times a week, and consider using our Family Swim sessions. Early exposure is crucial—by age 3, most children will have learned basic strokes and lifesaving skills like floating and turning. With continued development, they should swim 3-5m unaided by 2.5-3 years. We emphasize patience and practice, allowing each child to progress at their own pace without pressure.

Parents must be in the pool with babies, but the water is shallow enough for parents to stand. Our experienced teachers will guide you to feel confident and help with submersion exercises if you're not comfortable going underwater. However, we recommend it as a wonderful bonding experience with your child.

Yes! Our rolling term is 10 classes to be done in 12 weeks. You may replace any class missed (if it's cancelled within the 2 hour cancellation period) within the 12 week term. Any remaining classes will be forfeited once the 12 week expiry date has passed.

A credit will be given if the class is cancelled due to weather, staff or pool maintenance issues. However, for other circumstances, we will not provide a refund or credit, unless the circumstances are extenuating.

Unfortunately we cannot guarantee this. If you wish to maintain the same slot, then we request that a holding fee is paid.

Most likely you will changes classes and times, unless the whole group has progressed at the same rate.