Customer 1st FAQ's

Rackley Swimming encourages contactless payment regimes. Any initial pro-rata payments for classes may  be made via the Rackley Swimming Customer 1st Parent Portal, or via credit/debit card over the counter. All  future payments will be via direct debit from either a credit card or bank account. These details can be  accessed and updated via the parent portal. All payments are non-refundable and non-transferable. Class  fees will not be charged for scheduled public holidays, and for annual Christmas break closure.

A $5.00 service fee will be applied to the customer’s family account for any payments that are rejected.

Any outstanding amounts must be paid over the counter or via the Parent Portal to bring the account back to  $0.00.

NO. As part of our COVID19 strategy, no cash payments can be made at venues. Direct Debit or credit card  arrangements can be made in the Parent Portal. 

YES. Providing the child has been marked absent via the Parent Portal at least 5 5 minutes prior to the class  lesson time the customer will be able to redeem a make up class.

NO. Provided the customer marks their child absent from their class at least 5 minutes prior to the  start, they will be able to claim a make-up class. Make-up classes are valid for 90 days, and cannot  be booked more than 7 days in advance of the desired replacement class. 

NO. Provided the customer marks their child absent from their class at least 5 minutes prior to the  start, they will be able to claim a make-up class. Make-up classes are valid for 90 days, and cannot  be booked more than 7 days in advance of the desired replacement class. 

YES, 90 days. After this time to make-up class cannot be redeemed. Any unredeemed make-ups are forfeited,  including if the customer cancels their classes.

YES. This will be the only option available to customers. By accessing their family account via the parent  portal, they can self-manage booking make-up classes. Customers will not be able to book make-up classes  over the counter, or via telephone.

YES. This will be the only option available to customers. By accessing their family account via the parent  portal, they can self-manage booking make-up classes. Customers will not be able to book make-up classes  over the counter, or via telephone.

We will refer your request to our facilities Manager or Swim School Coordinator. In most circumstances a  make-up would be approved and booked manually. 

By accessing the Rackley Swimming Customer 1st Parent Portal on our website, customers will be able to manage their own make-up classes.

YES we do. Our system automatically works out your discount based on the number of children in an IMMEDIATE family has  swimming at the same time. Discount do NOT apply to already discounted 2nd or 3rd classes or discounted  Holiday Programs. Our discount structure is:

• 2nd child 10%

• 3rd child 10%

• 4th child 20%

• 5+ FREE

The customer may submit a Class Hold Request to place a ‘hold’ on their child’s booking providing the  request is submitted at least by the Monday prior to the next direct debit and they have no outstanding balance on their  account. 

The Class Hold Request allows families to ‘hold’ their current lesson enrolment for up to a four week period  at no charge. This is suitable for holiday periods, or if the customer knows in ADVANCE they will be away for  an extended period, e.g. operation with recovery period, and make-up classes are difficult.  

The Class Hold Request option allows for a total of four weeks of classes per financial year, to be placed on  ‘hold’, so that your class day, time and teacher is held for the customer whilst they are absent. A minimum of  two weeks must be taken at a time, i.e either one four week period, or two, two week periods. 

Application must be made via the Rackley Swimming Parent Portal no later than the Monday prior to the next direct debit. 

Public Holiday classes will operate and be charged as normal. If you are unable to make these classes, normal  makeup policy rules apply. Exception to the above: There will be no lessons on Anzac Day, Easter (4 days) and Christmas break periods & will not be charged. 

Yes, all children will need to be issued with a swipe card. Where possible, cards should be assigned prior to,  and ready for pick up on their first class.

On arrival for each class, the card must be swiped by the parent for each child attending classes. This will  ensure they are registered as having attended our venue, and forms part of our Rackley Swimming CovidSafe  strategy.