Customer Portal

To change the day or time of a booking, go to the ‘Bookings’ tab or navigate to Upcoming Bookings on your home screen. Click on ‘Change Day & Time’ and select a new class time for the student. Then, follow the same steps as you would for a normal booking.

If you are unable to attend a class, locate the upcoming class you wish to cancel. Click on ‘Can’t Attend?’ and ensure you’re cancelling the correct class. Then click ‘Yes, Confirm’. Depending on the business’s settings, you will either receive a make-up voucher or a refund.

Note: This option is for cancelling individual classes and does not mean you are dropping your enrolment. 

 

If you have available vouchers, they will be displayed on your home screen under ‘Vouchers’ or in the ‘Voucher’ tab. Click on the active voucher on your home screen, or navigate to the ‘Vouchers’ tab to begin booking. Select ‘Book Now’ and proceed with booking a class as usual. Please note, you will not be able to use a voucher if there is an outstanding balance on your account.

You can only book make up lessons up to 14 days in advance, and when there are no fees outstanding.  If you're having a different issue, please get in touch with your site.

If you’re a current customer, you must register for the portal using the same email address as we have on our system. If you can’t see the details, you have possibly created a duplicate account so please check in with reception staff at your pool who can help to fix this.
 

You can add a payment method during your first booking process, right after selecting your start date. If you'd like to update your payment method or add one before booking, go to the Billing section in your account and click ‘Add Payment Method’. Select your preferred payment option, enter your details, and use the toggle to enable automatic payments, which will charge your card automatically for future bookings.
 

In your Billing section you will find all your open invoices and the option to view closed invoices. Click on ‘Make Payment’ to settle open invoices.

To view progress, navigate to the ‘Progress’ tab in the navigation bar. Select the student whose progress you want to view and click on the course icon. You will see the student's overall progression towards completing the course, displayed as a circular progress indicator around the course icon. You can also view the student's progress towards individual achievements and download certificates for completed achievements.

The portal will only let you ‘cancel’ lessons (i.e. report an absence) up to 14 days in advance. 

The ‘Change Day & Time’ button is for permanent changes only. To change a class time for one week only, you need to click on the date you can’t attend in ‘Upcoming Bookings’ and click ‘Unable to Attend’. This will create you a Make Up Voucher from which you can book into another class as a make up.  If you have made a permanent change, you can reverse it yourself on the portal through the same process you made the mistake, or contact your site directly.

You need to contact your site to cancel lessons. Please note: at least 2 weeks notice is required to stop lessons.

Go to Billing and ‘show closed invoices’. This will show you all invoices that have been paid and the dates and by what payment method. Any outstanding invoices are shown at the top of the Billing page.

Our system charges by calendar month and the fees are due on the 1st e.g. if it says 1/11/23 that means the amount shown is for November lessons. If you start lessons part way through a month it will show the date of the first lesson e.g. 21/11/23.

In the next few weeks we will be launching an App that you can download through the app store, we will let you know once you can do this. In the meantime load it as a shortcut onto your desktop or home screen of your phone for quick and easy access.