Frequently Asked Questions


Our program allows you to start classes any day during the month. Once enrolled, we hold your child’s spot on that day and look forward to seeing them every week.  Find and enroll in any opening in your student’s level at a day and time that works for you. You will then own that spot until your child is moved to a different level. You may move days and times if needed by using your Customer Portal or contacting us.

We understand that life is busy and 30 minutes once-a-week fits well in family schedules.  Our teaching techniques are recognized around the world and we see amazing results with our students when they attend their 30-minute lesson, one time a week. Consistent attendance and repetition in the lessons are critical for success. Each child progresses at their own pace and results usually start to appear after the eighth lesson. May a child come more than once a week? Of course!  AND we offer a discount if enrolled multiple times a week!

When you’d like to take a break (“drop”) from lessons, simply submit a Cancellation Notice at least 30 days prior to your last lesson.  Why 30 days?  That way we can bill your last month correctly and cease future payments.

Your Customer Portal has many features that allows you to create an account, search for availability, enroll into lessons and more.  You can find the link to your Customer Portal in the upper right corner on any of our webpages or the menu bar on your mobile device.  You are welcome to contact us if you need help.

If you have had a child swim with us before, you already have an account and there is no need to create a new one. Use the “forgot password” feature if you need help with your username and password.

After you have an account, follow the “booking” tab to set filters for what you are looking to find.  If you are not sure what level your child would be, see our Levels Page.  

Once enrolled, you own this day and time.  We are committed to seeing your child each week in this class until you give us a 30 day cancellation notice to end your class.  For absences and makeup eligibility see FAQ.

 

Enrollment Hints: 

Your family account is independent for each Hubbard Family Swim School location.  If you wish to access a location other than your regular location, you must create a seperate account at that location. 

If you have multiple children and want some help getting them together, create a profile with all your information and then contact us. We’d be happy to assist you!

 

If you can’t find a class that works for your schedule, be sure to search for the level called “.Unassigned”.  These are classes with no levels assigned yet because no swimmers have enrolled!  “.Unassigned” levels can become Clownfish, Goldfish, Jellyfish, Octopus, Lobster, Semi or Private.

 

First month’s tuition pays for the number of lessons left in that month. 

Future month’s tuition is billed on the 1st business day of each month and will vary depending on the number of classes scheduled in the month (see calendar).  Billing will continue until you submit your 30 day cancellation notice.

We offer a 15% multiple class and/or sibling discount per location. 

Monthly tuition is not always the same. Some months have 5 lessons. The total monthly tuition is higher for those months.  Some months have 4 lessons and possibly less due to holidays and closures. The total monthly tuition is lower for those months.

 

pricing details

All children under 3 are REQUIRED to wear a cloth swim diaper which can be purchased in our lobby.

Bring a suit and towel; we provide all other equipment for lessons.  

If your child is in a Baby Splash or Little Snapper class you will be in the water with them.

If your child has long hair, you can purchase a swim cap or bring a hair tie.

Please see the "Preparing for Your Swim Lesson" link on your confirmation email for additional tips to help you navigate lessons like a pro!

 

See here for COVID health and safety guidelines

    • For the health and safety of all swimmers and staff, if your swimmer has any symptom of illness, we ask that you report the absence and do not attend your swim lesson until symptoms have gone away.

    • If there is a situation when your swimmer cannot make it to your lesson, we ask that you let us know as soon as you know you’ll be absent. 

    • How to Report an Absence? 

      • The Customer Portal allows it to happen with just a few clicks.

        1. Log into to your Customer Portal at www.hubbardswim.com

        2. Open “My Account”

        3. Select “Future Absences” on the student(s) you are reporting absent.

        4. Follow the prompts.

Other options include notifying our Front Desk staff or complete Report an Absence

We offer makeups to our eligible, year-round swimmers!

If you need to miss your regular scheduled lesson, we ask that you report an absence through your Customer Portal.  This allows us to track your swimmer's attendance and allows others to use your space while you are away; as much notice as you can provide is always the best! 

To qualify for an automatic Makeup Token, we ask that you report your absence prior to the beginning of your lesson.  You can report your absence through your Customer Portal or contacting us.  

Makeups are a courtesy. We want to continue to extend this courtesy as we know that illnesses and serious conflicts do arise.

 

What should I know about Makeup Tokens (MUT)?

  • Absences reported through your Customer Portal, prior to the lesson start time, are automatically issued a Makeup Token.

  • Makeups cannot be guaranteed. They are based on absences reported, level ability and age appropriateness.

  • Once a makeup is scheduled it cannot be rescheduled, made up if missed or issued a new Makeup Token. 

  • To get the most out of your makeup lesson...

    • new swimmers, returning swimmers and newly promoted swimmers should complete 4 regularly scheduled lessons before scheduling a makeup.

    • we require a 2 hour break between classes if you wish to schedule multiple lessons on the same day. (No back-to-back lessons)

  • Makeup Tokens can be used during an active enrollment and expire 12 months from the date issued.

  • Makeup Tokens are offered as a courtesy and are available to redeem during an active enrollment until your last day enrolled.

  • Makeup Tokens are non-transferable to other swimmers and cannot be redeemed for any financial value.  

  • Makeup Tokens can be redeemed at another HFSS location.  We’d be happy to help with this enrollment as this cannot be done through the Customer Portal.  

  

How do I redeem a Makeup Token?

  • Log in to your Customer Portal and go to “My Bookings”

  • Under your swimmer’s name, select "Makeups".  

  • Under the "Current Location Tokens" you can redeem a Makeup Token and request a class. 

  • You will receive an email confirmation with details for you to review.  Makeup Enrollments can also be viewed in your Customer Portal, select “Enrollments” under your swimmer’s name.

 

Eligibility Guidelines for Makeups:

  • Baby Splash: We do not offer makeups for the free Baby Splash classes.

  • Swimmers with Special Needs: We are unable to offer makeups to swimmers who have special accommodations in place due to our inability to replicate those specific accommodations.

 

  • Swimmers in “Semi” and “Private” classes: Are eligible for makeups in a Teacher and Me equivalent level.  Please contact us to schedule.

 

Check out our video walkthrough here

Parent and Me:  One of the many things we love about our program is that progress happens in the child AND the parent.  Level advancements are age based or teacher recommended. More details.

Teacher and Me: The Deck Supervisor will alert you to your child’s promotion.  We celebrate promotions with a level ribbon and you will be provided a Progress Report.  More details.

How do you evaluate my swimmer?  

Each week a different lane is designated and those swimmers are evaluated according to our Progress Reports.  Teachers constantly monitor their swimmers and the skills each child is working to master.  Promotions are based on teacher recommendation and a child's successful completion of mastering all level skills.  Level Progression and Level Skills are posted on the lobby wall.  When a skill is mastered, you will receive an email with an update.

 

Why did my child get a ribbon however the skill isn’t marked off on the progress report?

Ribbons are used as encouragement and for successfully performing a skill, completing a level or having a great attitude!  Skills are marked off on your child's progress report and recorded in our system once the skills are mastered.  Once a child can comfortably, confidently and consistently perform a skill, we consider it mastered.

 

Will you automatically move my child into the next level?

 

We do not automatically transfer swimmers into the next level as occasionally a day/time change is required.  Our Front Desk staff can assist you or you can view classes through your Customer Portal to request a transfer.

Initial booking balances are due at the time of enrollment. 

Monthly tuition is due on the 1st business day of the month and collected in a direct debit. If your payment fails, you will be notified via an automated email sent to the email address on file with directions on how to complete your payment.  Accounts delinquent more than 7 days will be removed from classes.

If there is a balance due on your account, it could be for a variety of reasons.  If you are having issues making payment, please communicate that with us.  We will work with you as best we can.  

 

If a balance remains on your account, we will assume you no longer want your spots and will remove your child from lessons.  We reserve the right to cancel accounts with unpaid balances if payment is not received by the due date. 

Life happens.  We totally get it.  We want to help you find a different day and time that works. Submit your request so we can approve the transfer.

 

  1. Log into your Customer Portal.

  2. Open "My Account"

  3. Under the swimmer you wish to transfer, select "Enrollments".

  4. Click "Transfer Enrollment"

  5. Follow the steps to submit your request to transfer.

  6. Give us about 24 hours to approve it or suggest a different class. 

Your swimmer stays enrolled until you submit a 30-day cancellation notice in order for our system to apply correct payment and cease future payments.

With our on-going year-round lesson structure we do not "hold" classes without billing for tuition.  

Here are two options:

  1. Keep your current enrollment. Continue to pay tuition for your swimmer’s spot while you are away and accumulate Makeups Tokens. Report your absences through your Customer Portal to keep your attendance up-to-date and accrue Makeup Tokens. Upon return you can request makeups based on availability.

  2. Contact us to submit your 30-day cancellation notice.  Canceling your lessons is permanent and will release your swimmer’s spot. 

 

Baby Splash Swimmers: If you wish to cease classes before your child is 6 months old, contact us.

Yes - private lessons are available.  1 student / 1 instructor

Private makeup lessons are not available.  Makeup lessons for a missed private class may be scheduled in a Teacher and Me equivalent level.

See Private Lessons.

 

We also offer Private Lessons for kids with Special Needs.  See Private - Special Needs.

All Hubbard Family Swim Schools are closed on major holidays. If your lesson happens to fall on a major holiday, you will not be charged for the lesson and therefore you do not qualify for a makeup. Refer to our calendar for days we are closed.