Effective from 1 October 2026

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Swim Mechanix understands that swimmers may occasionally be unable to attend their regular lesson. Our Make-up Token program provides an opportunity to book an alternative lesson when an eligible absence is reported.

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Make-up Tokens are a flexible benefit offered subject to availability and the conditions below. They do not guarantee that a replacement lesson will be available.

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1. Reporting an absence

To qualify for a Make-up Token:

• The absence must be reported before the swimmer’s scheduled class commences.

• Absences may be submitted through the Swim Mechanix App or Customer Portal.

• Absences may also be reported by telephone to Swim Mechanix during operating hours. The telephone notification must be received and recorded before the class commences.

• Absences reported by email, SMS, in person or after the class has commenced do not qualify for a Make-up Token.

• Make-up Tokens will not be issued retrospectively for an absence that was not reported correctly and on time.

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2. Issue and expiry of Make-up Tokens

For each eligible absence:

• One Make-up Token will be issued after the swimmer’s missed class has occurred.

• Make-up Tokens will not be issued in advance.

• There is no limit to the number of Make-up Tokens that may be issued for eligible absences.

• Each Make-up Token expires 90 days after its date of issue.

• Expired Make-up Tokens will not ordinarily be reinstated or extended.

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3. Eligibility to use a Make-up Token

Make-up Tokens may only be used where:

• the swimmer has a current active enrolment with Swim Mechanix; or

• the swimmer has a confirmed future enrolment that has been paid in advance.

If the swimmer does not have an active or confirmed and paid future enrolment, the token cannot be used. The token will continue to expire based on its original expiry date.

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4. Booking a make-up class

When booking a make-up class:

• Make-up classes may be booked up to 14 days in advance.

• All bookings are subject to class availability.

• Availability with the swimmer’s regular teacher, day, time, class or location is not guaranteed.

• Make-up Tokens may be used across Swim Mechanix locations where a suitable class and place are available.

• Families are responsible for selecting a class appropriate for the swimmer’s current level.

• A Make-up Token may only be used once and is applied when the make-up class is booked.

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5. Missed make-up classes

Once a make-up class has been booked:

• If the swimmer does not attend, the Make-up Token is forfeited.

• A replacement token will not be issued for the missed make-up class.

• The missed make-up class is not eligible for a refund, account credit or another Make-up Token.

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6. Changes or cancellations by Swim Mechanix

Make-up bookings use temporarily available spaces within existing classes.

• Swim Mechanix may change or cancel a make-up booking where reasonably necessary.

• This may occur where the space is required for a permanent enrolment, a class is changed or cancelled, or for other operational or safety reasons.

• If Swim Mechanix cancels a make-up booking, the Make-up Token will be returned to the swimmer’s account.

• The token’s expiry date may be extended where reasonably necessary to provide the swimmer with another opportunity to use it.

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7. Holiday Programs

• Make-up Tokens cannot ordinarily be used for Holiday Programs or other separately charged programs.

• Swim Mechanix may allow Make-up Tokens to be used for a Holiday Program as part of a specific promotion.

• Any additional conditions communicated for that promotion will apply.

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8. Value and transferability

Make-up Tokens:

• have no cash value;

• cannot be redeemed or exchanged for cash;

• cannot be refunded;

• cannot be transferred to another family; and

• cannot be applied as an account credit or used to reduce regular lesson fees.

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9. Availability

Make-up Tokens provide flexibility when a swimmer misses a regular lesson, but the availability of an appropriate make-up class cannot be guaranteed.

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The inability to find a suitable teacher, day, time, level or location before a token expires does not entitle the customer to a refund, account credit, extension or replacement token.

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10. Relationship with other policies

This policy forms part of the Swim Mechanix Enrolment and Customer Policies Guide.

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Where a particular promotion or program has additional written conditions, those conditions apply together with this policy. If there is an inconsistency, the specific promotional or program conditions apply to that booking.

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11. Changes to this policy

Swim Mechanix may amend this policy from time to time to ensure that the Make-up Token program remains fair, practical and sustainable.

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Material changes will be communicated where reasonably practicable. The policy published on the Swim Mechanix website will show its applicable effective or revision date.

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Questions about absences or Make-up Tokens may be directed to Swim Mechanix through our Contact Us page or by emailing hello@swimmechanix.com.au.

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This policy applies to eligible absences occurring on or after 1 October 2026.

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