Parents Struggle to Obtain Refunds from Swim! Swimming School Despite Cancellations
Swim!, a nationwide swimming school founded by Olympic athletes Rebecca Adlington and Steve Parry to encourage children to swim, has faced criticism from parents over refund difficulties following lesson cancellations.
Several parents, including the author, have reported multiple lesson cancellations with no easy refunds. Refunds for direct-debit payers require filling out a specific form within 30 days; however, cancellation notices do not mention this requirement. The author paid for five cancelled lessons due to lack of awareness about the refund form.
Other parents shared their frustration about the refund process and communications on review platforms like Trustpilot. The refund policy itself is buried in six pages of terms and conditions and refunds are only granted in certain circumstances when the provider cancels a lesson.
Consumer lawyer Gary Rycroft warned that omitting refund process information from cancellation notices could breach the Consumer Protection from Unfair Trading Regulations 2008. He added that the Consumer Rights Act implies consumers should receive automatic refunds or price reductions in such situations.
In response, Swim! stated it does not restrict statutory rights, that refunds can be requested easily, and emphasized its commitment to improving communication and customer service. The school invited feedback and provided contact details for customers seeking assistance.
