To ensure you get a make-up session for a swimming lesson you can't attend, please follow this process
Please do not notify us of absences and/or book make-up lessons via phone, text, email or verbally to pool staff. All absences and make-ups must be booked via the Customer Portal. We deal with a very large number of students at our centre and rely on the online booking system to schedule our staff and create opportunites for you to book your make-ups. Please follow the steps below.
You must register an absence before a lesson to receive a voucher. Please provide at least 12 hrs notice to enable others to use your spot for a make-up.
Note there are no make-ups for Holiday Intensives but we would still appreciate you letting us know if you can't attend a session.
1. Go to the BOOKINGS tab and click 'View Details' on the session you want to cancel. DO NOT choose the 'Change Day & Time' option. This is for moving all your remaining sessions to a different time.
![Upcoming swim lesson bookings](https://static.wixstatic.com/media/40986f_af24d20dd62441f2872c3ace9ad2060c~mv2.jpg/v1/fill/w_980,h_734,al_c,q_85,usm_0.66_1.00_0.01,enc_avif,quality_auto/40986f_af24d20dd62441f2872c3ace9ad2060c~mv2.jpg)
2. Click on 'Unable to Attend'.
![Note that unable to attend swim lesson](https://static.wixstatic.com/media/40986f_362a619a8ea748b8b03576026f5dc406~mv2.jpg/v1/fill/w_695,h_639,al_c,q_85,enc_avif,quality_auto/40986f_362a619a8ea748b8b03576026f5dc406~mv2.jpg)
3. Click 'Confirm'. You will automatically be allocated a make-up voucher, as long as you are providing at least 12 hours' notice.
![Confirm that unable to attend swim lesson](https://static.wixstatic.com/media/40986f_af0ccb9f1b0b4954b4be73274ef784d9~mv2.jpg/v1/fill/w_692,h_764,al_c,q_85,enc_avif,quality_auto/40986f_af0ccb9f1b0b4954b4be73274ef784d9~mv2.jpg)
If your lesson is less than 12 hours away you will NOT receive a make-up voucher. However, you should still note an absence so we can inform your swimming instructor that you will not be attending the lesson.
![Sufficient notice required if unable to attend swim lesson](https://static.wixstatic.com/media/40986f_2fa47b64eb5a48248f29e586dc75e332~mv2.jpg/v1/fill/w_799,h_761,al_c,q_85,enc_avif,quality_auto/40986f_2fa47b64eb5a48248f29e586dc75e332~mv2.jpg)
3. To schedule a make-up session, go to your BOOKINGS. You will see your vouchers. Click on 'Make Booking':
![Vouchers provided for make-up swim lessons](https://static.wixstatic.com/media/40986f_84ab30e972d746f393d0e3a0546bc67b~mv2.jpg/v1/fill/w_980,h_802,al_c,q_85,usm_0.66_1.00_0.01,enc_avif,quality_auto/40986f_84ab30e972d746f393d0e3a0546bc67b~mv2.jpg)
4. Choose a suitable session and make the booking. When looking for a space for a make-up, it is often best to check within 24 hours of the time since there are a large number of day-before cancellations:
![Book a make-up swim lesson using voucher](https://static.wixstatic.com/media/40986f_588aa4f12a1f4ac0b9289cd550878e0c~mv2.jpg/v1/fill/w_795,h_855,al_c,q_85,enc_avif,quality_auto/40986f_588aa4f12a1f4ac0b9289cd550878e0c~mv2.jpg)
Our generous make-up policy allows unlimited make-ups per term and must be used by the end of that term. Please take a moment to read the Absences and Make-Up Lessons section of our Terms of Service for a detailed explanation of our make-up policy.
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