FAQ

We hope you can find the answers you are looking for on our FAQ page; but if you have questions, please feel free to call us anytime at 262-512-7946 or stop by the front desk for assistance. Thank you!


GENERAL QUESTIONS

What should I bring to class?
Please bring your swim suit (dressed in it ready to go, even better) and your towel.  Goggles and ear plugs are optional.  

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. 

Can parents watch classes?
Yes, we have large observatory windows with seating. However, in order to limit the number of people in the lobby, we prefer that only 1 guardian per child attends the lesson.  

What swim skills do you suggest to practice when we are not at 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 times are your Family Swim?
Please click HERE for details. 

What is your locker room/bathroom policy? 
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.

*Important note, please refrain from using your phone while in the locker rooms to help insure privacy of all our members.  

Do you provide makeup classes? 
We do not provide makeup classes for swim classes you were not able to attend. If you miss a class, we encourage you to schedule your private family swim time (first come, first serve) for the extra swim practice. You can book a time slot through your parent portal, or you can call at the front desk at 262-512-7946. 

How do you handle swim class cancelations? 
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. 

What is your refund policy? 
We have a 48 hour refund policy (from the time of processed payment.) After 48 hours, we do not issue refunds, but we would be happy to move you to a different spot in the schedule if there is room.  


ENROLLMENT 
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. Usually cards are run the same day as enrollment. If you accidentally enrolled in a wrong class, please give us a call as soon as possible, and we can drop you from our end. Classes cannot be dropped through the parent portal. Enrollment for an upcoming monthly membership, opens on the 20th. For example, July Swim registration opens on June 20th.

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 20th of the month, for the following month. For example, if you are currently enrolled in a June membership, and wish to continue lessons into a July membership, then your July membership of $85 (per student) will be charged on June 20th. 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 utilizing your Family Swim benefit.

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 ($20 per class, plus $5)

How do we cancel our monthly swim membership? 
There is no fee to cancel as long as you notify us via email by the 15th of the month prior to cancellation (e.g., to cancel for January, you must notify us by December 15th). If you do not cancel, you will remain enrolled in the next month and your card will be charged the monthly fee of $85 per month per child on the 20th of each month. (i.e. - the February fee will be charged on January 20th). We are charging on the 20th because we need to ensure payment confirmation prior to the start of the month in order to avoid late drops and class disruptions. 

I have credits from the shutdown in 2020. When do they expire?  
The all expire on Dec. 31, 2021. Please read our Covid Credits Update HERE


HOURS 
What are your Office/Phone Hours?
Monday - Friday:  9:00am - 7:30pm
Saturday: 8:30am - 12:30pm
Sunday: CLOSED