FAQ

How do we enroll in classes?
If you are new to Splash, please create an account with us. After you have entered all of your information, including a credit card number you will be transferred to our Parent Portal, where you may choose a class and enroll your child. you may also call us to register at 262-512-7946. Your credit card will not be charged until after you have enrolled in a class and our office staff has reviewed the registration.


How much does it cost?
Our continuous, monthly membership is $85 per month per child. Following your initial enrollment, your card will be charged on the 1st of each month. There are no cancellation fees provided that you contact us by 15th of the month prior to cancellation. If you need to change days or times, just let us know. Also, if you wish to enroll in a month that has already begun, please call the front desk at 262-512-7946 for a prorated amount. 

Do you prorate for days missed due to holiday closures?
Due to the continuous nature of our program, we do not prorate for holiday closures. Some months of the year will contain five lessons, some four, and some three. By the end of the year, the number of lessons balance out. If you will be missing additional weeks in a holiday month, you may drop for the month (by notifying us by the 15th of the month prior). To re-enroll, simply use the Parent Portal or call us at 262-512-7946. If you are concerned about missing swim time due to holiday closures, etc, we recommend booking Family Swim times.

Also, we DO prorate if you join lessons later in a month. So if you will be returning to lessons mid-month, call us when you return and we will prorate the remaining lessons (subject to availability). For example: the “Smith Family” drops lessons in February because they will be out of town for the first two weeks. When they return on Feb 14th, they call to register and there is a spot left in the class they want, with 2 weeks left in the month. They are charged $45 for the remaining 2 classes. 


Do you require swim diapers?
Yes, swim diapers are required for children who are not yet or newly potty trained. To keep our pool clean and safe from occurrences, we require re-usable swim diapers because they work better in our pool. Please make sure the elastic legs are secure enough to contain an accident. We do sell reusable diapers at the front desk, and they come in multiple colors.  


Is there an area for parents to watch their child’s swim lesson?

Yes, we have large observatory windows with seating. Our chairs are spaced out to allow for social distancing. At this time, due to COVID, we ask only one family member comes into the facility.


What if my child is not in the right class?
First and foremost, if you ever have any questions or concerns about your child’s current swim class, please do not hesitate to talk to us at the front desk area or give us a call. It is important to us that you feel comfortable sharing your thoughts with us. Parent feedback can often be the missing link to move a new swimmer forward in our program.


What skills do you suggest to practice when we’re not at swim lessons?
That depends on what skills your child is working on at the moment. We encourage you to refer to your Parent Portal, where you can see what skills your child(ren) have been working on. We also recommend you swim as a family whenever you get the chance!  Family Swim, included in your monthly swim lesson membership, is a great way to schedule in that practice. We love helping with ideas when you are not at swim lessons, so please don’t hesitate in asking us at any time.  Skills can range from breath holding in the bath tub to practicing streamlining and starts from the wall. Your instructor, deck supervisor, and office assistants can also help with ideas by assessing what skills would benefit your child most.  


What is OPEN SWIM and what time is it available?

Please read our free family open swim information & policies HERE.


What is your locker room/bathroom policy? 

*Please ask about our current Covid-19 locker room policies- thank you.*

We do not allow children 5 years and older to be in the locker rooms of the opposite sex. If your child needs assistance, we ask you please use the family locker rooms. We can also open up our private staff bathroom/shower if needed. If you don’t absolutely need the family bathrooms for changing, we ask you please keep open for families of opposite sex children and/or special needs students that are trying to change & need help.Thank you very much for your cooperation in this matter. We appreciate it.

Also, please refrain from using your phone while in the locker rooms to help insure privacy of all our members. Thank you.


How do you handle class cancellations?
If we have a class cancellation or facility closing due to unforeseen circumstances, we will call and/or email everyone scheduled that day. We will post the cancellations on our social media as well as this website. We do NOT schedule makeups for an “Act of God” situation, such as severe weather.  Please make sure we have your best phone number and email on file. 


Do you have a refund policy?
We have a 48 hour refund policy (from the time of payment).  After 48 hours, we do not issue refunds, but we can move you to a different spot in the schedule as long as there is space. Also, since we are now a month-to-month swim membership, we just need cancellation of your membership by the 15th of the month, for the following month. There are no contracts, and there no penalties for cancellation by the 15th.


I have credits from the shutdown earlier in 2020. When do they expire?
All credits from the shutdown have been extended into 2021. If you are registering after the start of the session (month), your balance will be prorated to reflect the remaining classes in the session. 


What if I need to cancel my membership?
There are no contracts or penalties for cancellation of your monthly membership. However, if you wish to cancel your enrollment for an upcoming month, you must notify us in writing by the 15th of the previous month. You can cancel through email as well : swim@splashmequon.com.  If you do not cancel, you will remain enrolled in the next month and your card will be charged (on the 1st) the monthly fee of $85 per month per child.


What if I need to reschedule my lesson day/time for the upcoming month?
Please email us with optimal day/time options, and we will contact you once we review the openings in the schedule.


What are your Office Hours?
Monday – Friday:  9:00am – 7:30pm
Saturday:  8:30am – 12:30pm
262-512-7946


What is your refer a friend program?
We want to say thank you to our clients that are kind enough to refer a friend. Referrals mean the world to us and we can’t thank you enough. For every friend you refer that registers, you will receive a $10 credit to your account that can be applied to any future services including swim lessons, birthday parties, and wellness fitness classes.


Do you host children’s birthday parties?
YES, we do! Learn more here. 🙂


 

Splash! - 262-512- 7946 - swim@splashmequon.com - 10636 N. Commerce St. Mequon, WI 53092