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.