Parents Struggle to Get Refunds After Swim! Cancels Lessons
Swim!, the swimming school founded by Olympic swimmers Rebecca Adlington and Steve Parry, has faced criticism after cancelling multiple lessons without clearly informing customers about the refund process. Refunds require direct-debit paying customers to submit a refund form within 30 days, but this was not mentioned in cancellation notices. One parent reported paying for five cancelled lessons due to being unaware of the refund form requirement. Other parents expressed frustration on Trustpilot about opaque refund processes and poor communication from Swim! The refund policy is buried deep within six pages of terms and conditions and only allows refunds under limited circumstances if Swim! cancels sessions. Consumer lawyer Gary Rycroft warned that omitting refund information from cancellation notices could violate the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Rights Act. Swim! stated that it does not restrict statutory rights and refunds can be requested easily, but did not clarify why the refund process was omitted from notices. They have pledged to improve their communication with customers. The article was published on 16 December 2025.
