Refunds and Cancellations Policy

Effective from 1 October 2026

​

This policy explains how enrolment cancellations, customer absences, refunds and account credits are managed by Swim Mechanix. It should be read together with the Swim Mechanix Enrolment and Customer Policies Guide and, where applicable, the Absence and Make-up Token Policy.

​

1. Continuing enrolments

Swim Mechanix enrolments continue until the customer provides valid cancellation notice or Swim Mechanix ends the enrolment.

A swimmer’s enrolment is not automatically cancelled because the swimmer stops attending lessons, an automatic payment is unsuccessful, or a recurring payment method is removed or cancelled.

​

2. Cancelling an enrolment

To cancel an enrolment:

• Notice must be submitted at least 48 hours before the next scheduled debit date.

• Notice may be submitted as a Student Enrolment Drop Request through the swimmer’s enrolment in the Swim Mechanix App or Customer Portal.

• Alternatively, notice may be provided in writing to Swim Mechanix through the approved Contact Us form or by email to admin@swimmechanix.com.au.

• Cancellation notice takes effect when it is received by Swim Mechanix, not when the swimmer last attends a lesson.

• Verbal advice, non-attendance, removal of a payment method or cancellation of a payment authority does not constitute notice of enrolment cancellation.
   

Customers are responsible for ensuring that their Drop Request or written notice has been successfully submitted.
 

3. Cancellation processing cut-off

Where valid cancellation notice is received at least 48 hours before the next scheduled debit date:

• the enrolment will be cancelled before the next billing period; and

• the next scheduled enrolment charge will not be processed.
   

Where cancellation notice is received less than 48 hours before the next scheduled debit date:

• the upcoming charge may still be processed;

• the enrolment will remain active for the period covered by that charge; and

• the cancellation will take effect before the following scheduled billing period.
   

Any fees already charged, owing or otherwise payable before the cancellation takes effect remain payable.
 

4. Customers paying by the term

Where an enrolment has been paid in advance for a term or other fixed program period:

• cancellation notice must be provided before the applicable renewal, payment or enrolment deadline to prevent charges for the next period;

• cancelling during a prepaid period does not ordinarily entitle the customer to a refund for the unused portion of that period; and

• the swimmer may continue attending until the end of the period already paid for, unless Swim Mechanix advises otherwise.
   

Requests arising from exceptional circumstances may be considered under section 9 of this policy.
 

5. Changing an enrolment

Requests to change a swimmer’s class, day, time, teacher or location:

• are subject to class suitability and availability;

• do not automatically cancel the existing enrolment; and

• do not pause or replace a submitted cancellation request unless Swim Mechanix confirms the arrangement in writing.
   

An enrolment remains active, and applicable fees remain payable, until the requested change or cancellation has been confirmed.
 

6. Customer absences and missed lessons

Refunds and account credits are not provided where a swimmer:

• misses a lesson;

• arrives too late to participate;

• leaves a lesson early;

• chooses not to attend;

• is absent because of a personal commitment, holiday or change of mind; or

• cannot attend for a reason outside Swim Mechanix’s control.
   

An eligible absence may result in a Make-up Token where it is reported in accordance with the Swim Mechanix Absence and Make-up Token Policy.
 

Make-up Tokens:

• have no cash value;

• cannot be refunded or exchanged for an account credit;

• cannot be transferred to another family; and

• are forfeited when a booked make-up class is missed.
   

7. Lessons cancelled by Swim Mechanix

If Swim Mechanix cancels a regular lesson and does not provide a suitable replacement lesson:

• an account credit will ordinarily be applied for the affected lesson;

• the credit will be automatically applied against the next eligible charge on the customer’s account; and

• no Make-up Token will be required to receive the credit.
   

Where the customer has no remaining or future charges, they may request a refund of an eligible credit arising directly from a lesson cancelled by Swim Mechanix.
 

No refund or credit is provided merely because a substitute instructor is used or because a reasonable class, timetable or location change is made and a suitable lesson continues to be provided.
 

8. Account credits

Eligible account credits may arise from:

• a lesson cancelled by Swim Mechanix;

• an approved extended medical absence;

• an authorised billing adjustment; or

• another circumstance expressly approved by Swim Mechanix.
   

Available account credits will ordinarily be applied automatically before the next payment is processed.
 

Unless Swim Mechanix agrees otherwise:

• account credits are applied to future Swim Mechanix fees;

• promotional credits, Make-up Tokens and other non-cash benefits cannot be redeemed for cash; and

• a credit cannot be transferred to another family.
   

The expiry or other conditions attached to a particular promotional or discretionary credit will continue to apply.
 

9. Exceptional circumstances

Swim Mechanix may consider a request for a refund, credit or enrolment adjustment in exceptional circumstances, including an extended medical condition or another serious event preventing continued participation.
 

Requests must:

• be submitted in writing;

• explain the relevant circumstances;

• include reasonable supporting documentation where requested; and

• be submitted within a reasonable time.
   

Approval is at the discretion of Swim Mechanix, subject to applicable consumer law. Any approved refund or credit may be limited to the unused portion of the affected enrolment.
 

10. Holiday Programs and special bookings

Holiday Programs, events, private bookings, promotions and other separately charged services may have additional cancellation and refund conditions.
 

Those conditions apply together with this policy. If there is an inconsistency, the specific written conditions for that program, promotion or booking apply.
 

11. Payment authorities

Cancelling or changing a recurring payment method does not itself cancel an enrolment.
 

To cancel an enrolment and prevent future enrolment charges, the customer must separately submit a valid Student Enrolment Drop Request or provide written cancellation notice in accordance with this policy.
 

Fees already charged or otherwise due remain payable.
 

12. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
 

Where a service does not meet an applicable consumer guarantee, the customer may be entitled to a remedy in accordance with the Australian Consumer Law.
 

13. Contacting Swim Mechanix

Cancellation requests and refund enquiries may be submitted:

• through the applicable function in the Swim Mechanix App or Customer Portal;

• through the Contact Us form on the Swim Mechanix website; or

• by emailing hello@swimmechanix.com.au.

This policy applies from 1 October 2026.

​

​​​