Refunds and Cancellations Policy

Effective from 1 October 2026

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This policy explains how Swim Mechanix manages enrolment cancellations, customer absences, refunds and account credits.

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It should be read together with the Swim Mechanix Enrolment and Customer Terms, Automatic Payment Agreement Terms and Absence and Make-up Token Policy.
 

1. Regular lesson enrolments

Regular lesson enrolments continue automatically from one term or billing period to the next unless cancelled in accordance with this policy.

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Customers do not need to re-enrol for each new term while their regular lesson enrolment remains active.

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Fees will continue to be charged under the customer’s selected monthly or automatic term billing arrangement until valid cancellation notice is received and takes effect.

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2. Cancelling an enrolment

To cancel an enrolment and prevent the next scheduled payment, valid cancellation notice must be received by Swim Mechanix at least 48 hours before the next scheduled debit date.

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Cancellation notice must be submitted through one of the following channels:

1. a Student Enrolment Drop Request through the swimmer’s enrolment in the Swim Mechanix App or Customer Portal;

2. an email to hello@swimmechanix.com.au; or

3. the Contact Us form on the Swim Mechanix website.
    

A telephone call, voicemail, SMS, social-media message, non-attendance or removal of a payment method does not constitute formal notice of enrolment cancellation.

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

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

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3. Scheduled debit dates

For monthly billing, the next scheduled debit date means the debit date for the next monthly billing period.

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For automatic term billing, the next scheduled debit date means the debit date for the upcoming term shown on the customer’s account or upcoming charge notice.

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

• the upcoming enrolment charge will not be processed;

• the enrolment will end at the conclusion of the period already paid for; and

• the swimmer may continue attending until the end of that paid period.
   

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 payment; and

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

Fees already charged or otherwise due remain payable and are not ordinarily refundable.

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4. Payment methods and cancellation

Changing, removing or disabling a stored payment method or recurring payment setting does not cancel the swimmer’s enrolment.

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Stopping or disputing an automatic payment through the Swim Mechanix App, Customer Portal, financial institution or payment provider does not constitute notice of enrolment cancellation.

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Cancelling a payment authority does not remove the customer’s obligation to pay:

• fees already charged;

• outstanding account balances; or

• fees payable before the enrolment cancellation takes effect.
   

5. Changes to an enrolment

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

• are subject to class suitability and availability;

• do not automatically cancel the existing enrolment; and

• do not constitute notice of enrolment cancellation.
   

The existing enrolment and applicable fees continue until a requested change or cancellation has been confirmed by Swim Mechanix.

Enrolments cannot be placed on hold unless Swim Mechanix agrees in writing because of exceptional circumstances.
 

6. Customer absences and missed lessons

Classes are reserved for the swimmer while the enrolment remains active.

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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 or holiday; or

• is unable to attend for another reason outside Swim Mechanix’s control.
   

Eligible absences may receive a Make-up Token in accordance with the Swim Mechanix Absence and Make-up Token Policy.

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Make-up Tokens:

• have no cash value;

• cannot be refunded;

• cannot be transferred to another family;

• cannot be converted into an account credit; and

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

7. Holiday Programs and one-off bookings

Holiday Programs, trials, events and other fixed-term or one-off bookings do not continue automatically.

• Cancellations and refunds for these bookings are subject to any specific conditions disclosed at the time of booking.

• Where no additional cancellation conditions are specified, Swim Mechanix will consider the circumstances, the notice provided and its ability to fill the reserved place.

• A change of mind or failure to attend does not automatically entitle the customer to a refund or account credit.

• Make-up Tokens cannot ordinarily be used for Holiday Programs unless Swim Mechanix expressly permits this as part of a separate promotion.
   

8. Cancellations or changes by Swim Mechanix

Swim Mechanix may cancel, relocate or modify a lesson because of instructor unavailability, facility issues, unsafe conditions, emergency directions or other operational circumstances.

• Customers will be notified as soon as reasonably practicable.

• Swim Mechanix may provide a suitable replacement lesson where reasonably practicable.

• Where Swim Mechanix cancels a paid lesson and does not provide a suitable replacement, an eligible account credit will ordinarily be applied automatically.

• Eligible account credits will be applied against future charges before payment is processed.

• If the customer’s final enrolment has ended and an eligible account credit arising from a Swim Mechanix cancellation remains, the customer may request a refund.

• An instructor substitution does not entitle the customer to a refund, account credit or Make-up Token where a suitable lesson continues to be delivered.

• Swim Mechanix is not responsible for indirect costs associated with a cancellation, including travel, parking, accommodation or lost time, except where liability cannot lawfully be excluded.
   

9. Account credits

Eligible account credits may arise from:

• a paid lesson cancelled by Swim Mechanix where no suitable replacement is provided;

• 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 against the next eligible charge.

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Unless Swim Mechanix agrees otherwise:

• account credits are applied to future Swim Mechanix fees;

• account credits cannot be transferred to another family; and

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

Any expiry date or additional condition attached to a particular promotional or discretionary credit will continue to apply.

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10. Medical and exceptional circumstances

For a serious medical condition, extended medically required absence or another exceptional circumstance:

• a customer may request special consideration in writing;

• Swim Mechanix may require supporting information, including a medical certificate;

• the request must be submitted within a reasonable time; and

• any refund, account credit, enrolment adjustment or temporary pause will be assessed individually and is not automatic.

Any approved refund or account credit may be limited to the unused portion of the affected enrolment.

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11. Refund processing

Where Swim Mechanix approves a refund:

• the refund will ordinarily be returned using the original payment method where reasonably practicable;

• processing times may depend on the applicable bank, card issuer or payment provider;

• failed-payment fees, external bank fees and amounts already properly charged may be deducted where permitted by law; and

• Swim Mechanix may require confirmation of the customer’s identity or payment information before processing the refund.
   

12. Consumer rights

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

Where a refund or another remedy is required by law, Swim Mechanix will provide that remedy regardless of any other condition in this policy.
 

13. Contacting Swim Mechanix

Cancellation requests must be submitted through:

• a Student Enrolment Drop Request through the swimmer’s enrolment in the Swim Mechanix App or Customer Portal;

• hello@swimmechanix.com.au; or

• the Contact Us form at www.swimmechanix.com.au/contact-us.
   

General refund and account-credit enquiries may also be made by telephone on 08 6255 7740.

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Telephone contact may be used to ask questions or obtain assistance, but does not constitute formal notice of enrolment cancellation.

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This policy applies from 1 October 2026.

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