Ø  LESSON/CLASS TIMES:  Classes are held once a week for approximately 12 weeks (unless otherwise posted or on summer schedule).  Our Swim School (Stages 1-5) classes run for 30 minutes.  Our Stroke School (Stages 6-10) runs for up to 45 minutes.  Once your child is placed in a class, we will do our best to keep him/her in the same day and time schedule.  However, due to the small nature of our program, and the in/out flux of children, sometimes it is necessary to change lesson days/times. Before we make any changes we will get your confirmation to ensure the new time/day will work for your schedule.  Class times will normally not change during a 12-week session. 

Ø  PAYMENT:  A $25 "deposit" must be received at time of registration.   After which there are 2 payment options:  1) Quarterly (or session in full)– payment by credit or debit card taken normally on the 25^th of the month prior to the beginning of the next session (Jan-Mar, Apr-May, Jun –Aug, Sep-Dec).  2) Monthly Payments by credit or debit card, we keep your information on file and you will be charged on 25th of the month prior to the next 4 weeks of lessons.   We send out statements about a week prior to anything being taken out on your card so you can verify we have the correct amounts etc.

Ø  REGISTRATION FEE:  There is a one time only $25.00 registration fee. With that fee your child will receive a FLOW Aquatics drawstring backpack, skills passport, skills bracelets and any patches. If your child is enrolled in a Diaper Dolphin Class they will also receive a swim diaper. Please make sure to put you child’s name on everything.  This fee does not cover any lost items.  If you need to purchase new items the price list is as follows:

·       FLOW Aquatics drawstring backpack - $15.00 + Tax

·       Skills Passport  - $5.00 + Tax

·       Skills bracelets - $1.00 + Tax

·       Patches - $1.50 + Tax

Ø  DISCOUNTS: We have multiple child, military and referral discounts.  See info below for specifics.

·       Multiple child discount:      

                              1^st child – full price

                              2^nd child – 5% off 

                              3^rd child – 10% off

                              4 or more children – 10% off all

·       Military Discount:      10% off (Not included on top of other discounts)

·       Referral Discount:      $10 off total balance per New Client enrollment

Ø  INFORMATION DISTRIBUTION:  We will distribute as much information and reminders as we can through e-mail.  Please ensure we have your correct e-mail address.  If you do not have an e-mail, please ensure you let the FLOW Aquatics Staff at the desk in the lobby know so we can provide you with hard copies.  We will also post important info on the white board and on the announcement page when you log in to your customer portal.

Ø  WITHDRAWAL POLICY:  For your convenience, once your child is assigned a spot in our "year round" program, they will be AUTOMATICALLY enrolled in following sessions.  They will have their space until you decide to leave.  You do not need to re-register.  However, IF YOU ARE PLANNING TO TAKE A BREAK, YOU MUST fill out a Withdrawal form, located at the Registration Desk, AT LEAST 30 DAYS BEFORE the beginning of the next session.  Please give your completed Withdrawal form to FLOW Aquatics Staff.  Or you can reply to the e-mail sent out approx 60 – 45 days prior to the next session and no Withdrawal form will be necessary.   If we do not receive a Withdrawal form or reply e-mail, you will be responsible for paying for 1 month of lessons in the next session, unless we can find a replacement for your child’s spot (at which time we will put a credit on your FLOW Aquatics account for when you return). The advanced notice will give us time to fill your child’s slot or rearrange classes a necessary

Ø  MAKE UPS:  If room permits, we may opt to place your child in another class of the same level on another day and time.  This is not guaranteed as we may not have space and depending on the personality of the child we have found that adding children to classes for make-ups disrupts the rhythm of the class and potentially the comfort level of your child.  To take advantage of this, we MUST RECEIVE NOTICE via phone call, e-mail or written note PRIOR to your child missing a class. NO NOTICE, NO MAKE UP.  Priority will be given to SICKNESS related absences.  Please remember the option is ours, if we deem it appropriate, to place your child in a make-up class.  We are NOT OBLIGATED TO GIVE YOUR CHILD A MAKE UP.  We will try our best to make arrangements, but it only works if we get prior notice from people who will be missing.  Please do your best to attend all classes and give us as much notice as possible. If we can not get them in to a make-up, you can attend one of the Open Swims at Boise Water Sports. (Please see information below).

Ø  OPEN SWIMS: We offer 2 - 1/2 Hour Open Swims at Boise Water Sports, two Saturdays per session, where you, the parent, will be able to get in the water and play or work with your child.   Just more exposure to the water does wonders for your child, even if it is not 'formal' instruction.  Dates and times will be posted at the beginning of each session.  There will be a lifeguard on duty and an instructor available on deck, should you have questions and/or wish to ask for guidance in working with your child.  However, we highly recommend just playing with your child vs. trying to "teach" them.  We will limit the number of participants to 12 per 1/2 Hour Open Swim.  Open Swim will primarily be offered for make-up purposes at no charge; however if we have extra spaces and you would like extra practice time for your child you can pay $5 per family to swim during this time.  Only children currently enrolled in swim lessons will be allowed to participate in this option.  If you know you will be missing a class and would like to participate in an Open Swim, please let us know ahead of time and we will put your name on the list.  If you do not sign up ahead of time, you will not be permitted to participate.

Ø  FLOW SWIM STUDIO CLASSES – ADDITIONAL BWS CLASS: In addition to their normally scheduled classes, children who participate in lessons at FLOW Swim Studio may be invited to attend an extra Saturday lesson or two at Boise Water Sports, which is located off Orchard and I-84.  We normally schedule these close to the 5^th and 10^th lessons.  We offer this to allow the children to practice and pass off their SWIM and SAFETY skills in the big pool, and to give them exposure to different kinds of water.  Children will also be able to better practice the safety skills we are teaching them in a bigger, deeper pool which makes it more realistic.  This especially applies to children who can "touch" the bottom in the smaller pool.  There is a $2-$3 charge per child for these lessons to help cover the cost of pool rental. 

Ø  REFUND POLICY:  No refunds are given. Credit will only be issued for illness or injury if the illness or injury causes the child to be out the entire session. We must receive notification at least 1 week prior to the start of your child's Session.  If notification is given later than one week prior to the session starting date, a $20.00 processing fee will be assessed against any credit.  If it is a prolonged sickness or medical issue which arises mid-session, it will be handled on a case by case basis.  There are no prorated credits for missed classes.  Please try to attend scheduled classes.

Ø  INSTRUCTOR RATIO:  Our child to instructor ratio is no more than 4:1 for swim school or up to 6:1 for StarBabies and Stroke School.  At our Meridian facility, we only have one class running at a time, which enhances your children's learning retention.  Even though we run more than one class simultaneously at Boise Water Sports, the instructor ratio remains the same.  If your child happens to be the only one showing up for class on their scheduled day, he/she will receive a 20-minute private lesson – lucky child!  If you have any concerns about your child's lesson, please e-mail or call your Lesson Supervisor regarding your concerns and/or let them know after your child’s class and they will contact you at a later time. Please do not interrupt the coach during class time. This time needs to be devoted to your children.

Ø  SWIMSUIT POLICY:  It is not required, but we recommend a simple one piece suit for girls and jammers (for boys) - similar to spandex shorts, but in swim suit material. These suits are designed to shed water and will make the learning process much easier. Many "fashion suits" for girls, or "trunks" for boys, can retain up to 5 pounds of water when wet, making it hard for your child to learn-to-swim.

Ø  SWIM DIAPERS:  All children who are not potty trained must wear a REUSABLE swim diaper. DISPOSABLE SWIM DIAPERS ARE NOT PERMITTED. Your child will not be allowed in the pool unless wearing a permissible swim diaper. Swim Diapers have to fit snuggly around baby’s legs. For your convenience, swim diapers are for sale at FLOW Aquatics desk in the lobby. If your child is the cause of a fecal accident and was not wearing the appropriate swim diaper, FLOW Aquatics will hold you accountable for the clean up costs and any revenue lost due to lessons cancellation.

Ø  GOGGLES/CAP POLICY: Please keep in mind that proper attire aids in your child's enjoyment of the class. Goggles are optional, but are very helpful. We recommend using goggles with children ages 3 and up.  However, please wait until your child’s coach tells you its time to use goggles.  They will recommend which goggles will fit your child best.  We have specially selected goggles for their comfort and fit that are available for purchase at FLOW Aquatics table in lobby.  Children with shoulder-length hair must wear their hair tied back, to keep it from getting in their face during their lesson.  Another option is to wear a swim cap, which are also available for sale at the pool.

Ø  ON-DECK POLICY:

·       Boise Water Sports parents: Please enter pool area through door closest to restrooms.  However, please walk with your child as this is at the deep end of the pool with not much deck space.  Please monitor your children and do not allow them to run.  The deck is VERY SLIPPERY!  Parents should sit in the chairs set up in the observation area by the lockers, behind the water-watcher chairs.  Please do not sit in front of the sliding doors of the scuba diving shop. 

·       FLOW Swim Studio parents: There is a waiting area where friends and family members can sit and relax until lessons are completed or you can opt to stand BEHIND the open-window area.  Children who are not currently scheduled to swim are not allowed in the pool.  Pool time\space is only reserved for the lesson. To allow children to better concentrate on the learning process, family members and friends are not to be in the pool area unless they are taking a lesson. Pool time\space is only reserved for the lesson.

Ø  SHOWER POLICY:  There are showers in the restrooms.  YOUR CHILD IS REQUIRED TO SHOWER (PREFERABLY WITH SOAP IF AT ALL POSSIBLE) PRIOR TO GETTING IN THE POOL.  It helps prevent the very dangerous crypto micro-organism as well as helps reduce body oils, lotions and other organic matter that cause chloramines to build up in the pool. Please be courteous in your shower time, as there may be more than one person waiting to use it.  Be sure to shower three minutes prior to scheduled class time. Bring your own towel.

Ø  DRESSING AREAS:

·       Boise Water Sports - there is a male and female bathroom with showers and dressing areas; however, these can get wet and slippery, so please ensure your children are supervised while changing.  If your child is over 5 years of age they are not allowed in a changing room of the opposite sex.  Please bring your child dressed ready to swim if possible. There are changing stalls located in the pool area if the age limitation becomes an issue.

·       Meridian pool - we have a unisex locker room, with separate changing areas, including a unisex dressing area for young children who need parent's assistance. Please do not dress children in the bathroom. This is a changing area, not a play area.  Please have your children play in the waiting room. 

Ø  WAITING/PLAY AREA:

·       FLOW Swim Swim Studio has a waiting/play area designed to entertain the siblings of the children in lessons. There is a TV and videos for children and/or parents. All children are welcome to use this area. After your child plays with the toys and or uses the books, please pick up the toys and/or books before you leave – everyone enjoys a clean waiting room.  NO food or glass containers in our pool area or locker room. Snacks must be eaten in the waiting/play area.  If your child plays with the toys, please pick up and return them to its proper place before you leave.  Should your child accidentally spill food/drink on the floor, please make an attempt to pick it up as much as possible, and notify our office person so we can vacuum/clean it up.

·       Boise Water Sports:  To allow children to better concentrate on the learning process, family members and friends need to stay in the chairs set up by the lockers. Please stay behind the Water Watcher chairs.  If you do not want to wait in the pool area, as it is warm, there is a table in the lobby where children can color and play. If your child makes a mess, please pick up before you leave – Boise Water Sports is a private facility and we need to respect their property. NO food or glass containers in the pool area or locker rooms. If your child needs to eat, please take them in the lobby. Please keep your children under control, as we are not the only business using the facility.

Ø  WATER WATCHER VOLUNTEERS: To ensure the safety of your children, we added an extra layer of protection by asking for Water Watcher Volunteers. The designated parent will be asked to sit in a Water Watcher chair and solely dedicate their time to watch the designated group of children in the lesson pool. If a child needs attention or you see disruptive behavior (such as pushing, spitting etc), they will be there to alert the instructor. This is a very important aspect of our program.  Please be prepared to be a water watcher at least 3, possibly more, times throughout the session, so this important duty can be distributed equitably between all the parents in a class.  Should you wish to be appointed water watcher for every class, please let our Reception Staff now, so they can annotate that on our Water Watcher Log.

Ø  HOT TUB POLICY (BOISE WATER SPORTS): The hot tub cannot be used.

Ø  PARKING:  Prior warning:  Parking at our Meridian Swim Studio is limited.  The best place to park is in the lot behind FLOW Swim Studio (if there is room) or on the street in front.  Additional parking is available in the graveled section behind the pool.  Please do not double park!!  Enter through the main door at the front of the building and check in with the receptionist.  The pool is located in the basement of the building. 

Ø  QUESTIONS AND CONCERNS: Feel free to ask any questions or relate any problem or concerns to your Lesson Supervisor any time if they are not in the water.  They also welcome phone calls or e-mails during non-lesson times.  Please see the contact information located in the “Welcome” section of this manual.

Ø  EVALUATIONS:  A couple weeks prior to the end of each session, we will ask you to fill out a Customer Satisfaction Survey, which helps us ensure your experience with us has been a pleasant one.  The only way we can improve our program is if you give us written comment with your ratings, so if you rate us “Good” or Below please take a minute to provide us with feedback, so we can apply it and continue to make our program better.

Ø  TESTIMONIALS: If you like our program and would like to share your experience with others, please go to our website at www.FLOWAquatics.com.  Go to About Us and Click on Rave Reviews and let it roll.

Ø  CHANGES IN POLICY:  This parent handbook supersedes all previous hand outs and memos.  While every effort is made to keep the contents of this document current, Flow Aquatics reserves the right to modify, suspend, or terminate any of the policies, procedures, and/or benefits described in the manual with or without prior notice to members.