ISSUING REFUNDS * SWIM CREDIT * MAKEUP TOKENS

Remove Makeup Tokens Form

1: Report Swimmers Absences

Submit absences as EXCUSED for the day(s) the swimmer will be away.

Comment: Medical Credit Issued

Why? This prevents the swimmer from showing on a "No Show/Unexcused Absences" list and prevents an unwanted Drop.

2: Provide a Medical Credit

Use the topic guide below to determine if and how long a swimmer is eligible for a Medical (House) Credit.

The ledger reference must reflect the swimmer's name, injury, and the number of credited classes.

Any additional absences beyond the guide can be marked absent, and a MUT will be auto-issued for future use.

Note: We do not provide medical credits for swimmers with an override since they already pay a flat discounted monthly rate.

3: Request MUT Are Removed

If a Medical House Credit is provided, Makeup Tokens need to be removed after the missed class by filling out the form above.

Tokens will be removed weekly as a project and no further action is needed.

Note: Remind parents they will receive an email they have been issued a Makeup Token. There is no action needed; we will remove the MUT on our side.There is no way to stop a MUT from being created when we override with a medical credit.

The Hubbard Way

There are 3 steps to follow when issuing a House Credit and reporting excused absences. Below is a list of common topics to determine if they are eligible for a swim credit, makeup token or refund. These are guidelines! Look at the account, how long has the family been with us, how many kids are swimming with us, is this a pattern? Ultimately it's up to you - use your best judgement. Kathy would prefer you error on the side of being too lenient.

Reminder: We do not issue credit to swimmers that are paying a discount rate for their swim lessons (ex: Hubbard Scholarship, Special Needs Privates, AZFOF).

Baby Due or Pregnancy Related

Option 1: Waive notice

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return.

Option 2: Medical Credit - max 4 classes

Issue a medical house credit for a max of 4 classes.

Financial Hardship

Option: 1 Month Financial Hardship Credit

Broken Bone / Surgery

Option 1: Waive notice

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return or can be refunded.

Option 2: Medical Credit - max 6 classes

Initial Credit: We offer to start with a 4 class credit. If at the 4 class mark the bone is not healed, HFSS will credit an additional 2 classes for a total of 6 class credit. It is parent's responsibility to contact us at week 4 so we can mark the child absent and issue credits.
If Little Snapper parent has the broken bone or surgery we can offer the same as above.

Illness - Chicken Pox, Contagious Condition

Option 1: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Option 2: Medical Credit - max 2 classes

Issue a medical house credit for a max of 2 classes.

Child No Longer Wants to Swim

Option 1: Waive notice to cease lessons at the end of the current month

Waive drop notice and drop at the end of the current month that they've paid through.

Option 2: Waive notice to end immediately

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return.

Refund Requested: If the child water safER and there are no other siblings enrolled? OK to issue a refund.

Illness- Flu & Fever

Option: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Covid-19 Related

Option 1: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Option 2: Waive notice

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return.

Illness- Long Term Illness

Option 1: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Option 2: Waive notice

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return or can be refunded.

Drop Notice Not Entered By HFSS

Option: Drop as of today or future date as needed

Adjusting the ledger as needed. Any remaining credit will be available when they return or can be refunded.

Moving Away

Option: Waive notice to end immediately

Waive drop notice adjusting the ledger as needed. Refund remainder of the month.

Ear Issue - Infection

Option: Report absence

Report absences to be issued MUT (if eligible) to use in the future.

Kathy does not believe in credits for ear infections - we have children swimming here quite often with ear infections (yes even when they are on antibiotics) so it is difficult for us to consider that for a credit - our pools are very shallow so pressure on an infected ear is not an issue here. Actually, you'll find that swimming also has a positive effect as the child’s head seems to drain well after swimming in our warm water pools and the ear infections clear up more quickly!

Stitches / Staples

Option 1: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Option 2: Medical Credit - max 2 classes

Issue a medical house credit for a max of 2 classes.

Ear Issue - Swimmers Ear

Option 1: Medical Credit - max 1 class

Swimmers Ear is a different story - chlorine water in swimmers ear HURTS! One week credit only - beyond that they would need to report absences or get ear plugs!

Option 2: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Traffic / Running Late

Option: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Ear Tubes

Option 1: Medical Credit - max 2 class

For tubes in the ears two week credit max - beyond that they would need to drop or compete makeups.

Option 2: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Unsatisfied Parent

Send to Site to Follow Up

Don’t talk them out of their concerns, if they want a credit/refund notify the Site Supervisor and they will decide if it is appropriate to credit a lesson. If the parent is adamant about moving, move the booking but still notify site of concern. Add notes.

Vacation

Option 1: Report absences

Report absences to be issued MUT (if eligible) to use in the future.

Option 2: Waive notice

Waive drop notice adjusting the ledger as needed. Any remaining credit will be available when they return.

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