FAQs

Cancellation Policy

No Refunds for No-Shows If a class is missed without at least 24 hours’ notice, we’re unable to offer a refund or credit — unless a doctor’s note is provided.

If you know in advance that you’ll be missing a class due to a previously scheduled obligation, please email chenebry4812@gmail.com when booking or at least one week before the session begins.

Classes can be prorated at the time of booking, but no-shows without notice will not be eligible for refunds or credits.

Class Cancellation Policy

In the rare event that Otter Zone Aquatics must cancel a class due to pool maintenance, weather conditions, instructor illness, or other unforeseen circumstances, families will be notified by email and/or text as soon as possible.

Because pool time is reserved and contracted in advance, make-up classes are not available.

If a class is canceled by Otter Zone Aquatics, a full credit will be issued toward a future session.

Credits do not expire and can be applied to any future Otter Zone Aquatics program.

If the facility or pool closes due to weather, maintenance, or any issue beyond our control, Otter Zone Aquatics will follow the facility’s decision and issue a full credit for the missed class. Credits do not expire and can be applied to any future session.

Sick Policy

We care deeply about the health and safety of our swimmers, instructors, and families.

If your swimmer isn’t feeling well, we kindly ask that you keep them home to rest and recover — and help us keep the pool environment safe for everyone.

If a swimmer misses class due to illness, a 50% credit toward a future session will be issued with a doctor’s note.

Credits do not expire and may be applied to any future Otter Zone Aquatics program, giving you flexibility to return when your swimmer is ready.

To promote comfort and prevent upset stomachs during lessons, it is recommended that swimmers avoid eating at least two hours before class, especially if they are prone to reflux or sensitive stomachs.

As a small, family-run business, we’re unable to offer full refunds for missed lessons since pool time, staffing, and facility costs are paid in advance.

This policy allows us to maintain high-quality instruction, small class sizes, and consistent scheduling for all swimmers — while still offering understanding and support when illness arises.

Pool Sanitation Policy

To protect the health and safety of all swimmers, the following rules are strictly enforced:

• Swim Diapers / Protective Swim Pants: Any child who is not fully potty trained must wear an approved swim diaper or protective swim pants at all times while in the pool.

• Code Brown (Fecal Incident): If a child enters the pool without proper protection and has a bowel accident, the pool must be closed for full sanitation. A $75 cleaning fee will be charged to the parent/guardian.

• Code Green (Vomit Incident): If a child vomits in the pool for any reason, the pool must also be closed and sanitized. A $75 cleaning fee will be charged to the parent/guardian.

Note: The cleaning fee reflects the cost of sanitation supplies, staff time, and loss of pool availability for other swimmers.

Failure to follow this policy may result in removal from lessons or suspension from future programs.

Behavior & Safety Policy

At Otter Zone Aquatics, we strive to create a positive, inclusive, and supportive environment where every swimmer can succeed at their own pace.

We understand that some swimmers may have unique needs, behaviors, or learning styles — and our instructors work patiently and compassionately to support each child.

We expect all swimmers, parents, and staff to treat one another with respect, kindness, and patience. This ensures a safe and welcoming environment for everyone involved.

Disrespectful behavior, verbal aggression, or actions that undermine our instructors or disrupt the learning atmosphere will not be tolerated.

If a swimmer’s behavior creates a safety concern or makes it difficult to continue lessons safely, we will work closely with families to find the best solution — which may include modifying activities, adjusting class placement, or exploring one-on-one instruction.

While we make every effort to accommodate and support all swimmers, Otter Zone Aquatics reserves the right to remove a swimmer or family from lessons if safety or respect concerns persist or if the environment becomes unsafe for the swimmer, instructors, or other participants.

Our goal is always to help every swimmer feel successful, confident, and safe in the water.

We work with swimmers of all ages — from toddlers just getting comfortable in the water to older kids and teens building stronger skills. We also offer private lessons for adults.

We offer small-group lessons and private lessons.

• Group lessons have 4–5 swimmers per group with one instructor and one assistant assigned to each group, ensuring plenty of individual attention. Most children thrive in this setting because it combines quality instruction with positive peer interaction.

• Private lessons provide one-on-one instruction tailored to the swimmer’s specific needs. Private lessons are $75 per class.

Lesson length depends on the swimmer’s level:

• Beginner swimmers: 30 minutes — shorter sessions keep energy high and prevent fatigue.

• Intermediate and advanced swimmers: 45 minutes — extended lessons allow for more technique practice and endurance building.

Most sessions include four consecutive weekly classes. We also run special seasonal programs (such as back-to-school or holiday sessions).

Our program runs seasonally because the pools we use are located in schools and are reserved for high school swim teams and other school activitiesduring the fall and winter. Once those seasons are finished, pool time becomes available again for us to offer community swim lessons in the spring.

• Swimsuit

• Towel

• Goggles (optional, but recommended for comfort)

• Swim diaper (if not fully potty trained)

Yes. Parents and guardians must remain on the pool deck or in the designated seating area during lessons.

Each session description includes level guidelines. If you’re unsure, contact us and we’ll help place your child in the appropriate group.

Yes. We offer private lessons for children and adults who want individualized instruction. The cost is $75 per class.

It’s a common misconception that private lessons are always “better.” In fact, most children learn best in a small-group setting, where they can watch peers, practice alongside others, and build social confidence.

Private lessons are reserved for swimmers who face roadblocks to learning in a group, such as:

• Severe autism or developmental differences

• Significant mobility or medical challenges

• Severe anxiety or fear of water

• Adults or teens with unique goals or needs that require one-on-one support

If your child is comfortable in a group, small-group lessons are usually the best choice. If you’re unsure, we’re happy to talk with you about your child’s needs and recommend the best fit.

Small-Group Lessons

4–5 swimmers per group with 1 instructor + 1 assistant

Most children learn best in this setting — watching peers, practicing together, and building social confidence

Encourages teamwork, fun, and positive peer interaction

Provides plenty of individual attention while keeping lessons fun and social

Best for: the majority of children

Private Lessons

One-on-one with an instructor

Reserved for swimmers who face roadblocks to learning in a group

Focused entirely on the individual swimmer

Recommended for severe autism, mobility challenges, significant anxiety, or unique training goals

Best for: swimmers with specific needs or adults who prefer private learning

💡 Note: Private lessons are not automatically “better.” For most kids, small-group lessons are the most effective way to learn swimming skills.

You’re not alone! Many adults come to us with little or no swim experience, and it’s normal to feel anxious. Our instructors specialize in creating a calm, supportive environment where you can progress at your own pace. We focus on building confidence in the water step by step, with no pressure.

Absolutely. Our program is inclusive and designed to support all swimmers. I am a special education teacher by trade and am also Swim Angelfish certified — a program that focuses on adaptive swim techniques for children with special needs. I have extensive experience working with children with a wide range of abilities, and many of our instructors also bring experience working with children who have special needs. Together, we adapt lessons to meet each swimmer where they are and help them succeed in the water.

All of our instructors are certified lifeguards, trained in CPR and First Aid, and have a strong background in competitive swimming and/or coaching. Many also have direct experience working with children who have special needs, adding an extra layer of expertise and support.

Registration is available directly through our website: www.otterzoneaquatics.com.

You can reach us anytime at chenebry4812@gmail.com. We’re happy to help with registration, level placement, or general program questions.

If we cancel a class (due to weather or facility issues), families will receive a refund or credit.

Yes! Gift certificates for swim lessons are available — they make a great option for birthdays, holidays, or special occasions.