Willoughby Leisure Centre terms and conditions

Important information

By entering Willoughby Leisure Centre, you agree to the conditions of entry and all health and safety requirements. Failure to comply with these conditions of entry may result in the individual or group being refused entry to the Centre or being asked to leave immediately.

Additional conditions of entry apply to patrons when accessing specific facilities within the Centre.

Additional terms and conditions apply to members, multi-visit entry pass holders, Swim School participants and school holiday program participants. By continuing to use these services, you agree to the current terms and conditions.

The current terms and conditions can be viewed online at www.willoughbyleisure.com.au or in person at Willoughby Leisure Centre.


Our primary communication method is email. It is important to keep your contact details up to date.

By providing personal information to us, you agree to our use of your details in accordance with our privacy statement, privacy management plan, general conditions of entry (link), and any terms and conditions provided when purchasing a good or service from Willoughby Leisure Centre.

If additional terms and conditions are relevant, they will be provided at the point of purchase and are agreed to once a purchase transaction has been processed.

Online services

We provide access goods and services online, including class and facility bookings, program enrolments, facility memberships and facility entry passes. Customers can also access and update their personal information online via the Willoughby Leisure Centre member portal. By accessing our online services, you agree to Willoughby City Council’s website disclaimer and copyright, and privacy statement.

Concession eligibility

You may receive a concession on certain goods and services if you are a:

  • full-time student enrolled in an Australian tertiary qualification, or
  • pensioner, or
  • seniors cardholder.  

    You are required to show us proof that you qualify for a concession at the time of purchase (except for online purchases) and at any time requested by Centre Staff. Failure to provide valid proof of concession will result in denial of entry at the discounted concession rate and full entry fees will apply. 

    For online purchases of concession goods and services, you are required to present proof of concession eligibility at Willoughby Leisure Centre, prior to entry with that service and at any time when requested by Centre Staff.

    If you no longer satisfy our criteria for concession eligibility, we can upgrade you to the full fee for your purchased good or service. Before we change your contract, we will inform you of the fee change and provide 28 days’ notice (check). You may cancel your agreement during this time.

Accessing the centre

If you are a member, multi-visit pass holder or swim school participant, you will be provided with an access card to present when entering the Centre. All access cards remain the property of Willoughby Leisure Centre and may not be shared or given to anyone other than the registered cardholder. Additional photo proof of identity may be requested by centre management or employees. If your card is lost, damaged or stolen, please contact the centre so the access card may be deactivated, and a replacement card issued. You will be required to pay a replacement card fee. 

Access to the Centre on a casual basis or for facility bookings is granted without an access card; however, proof of identity may still be required.

Use of lockers

Lockers are available at the Centre for patrons to store personal belongings for up to three (3) hours per hire. Willoughby Leisure Centre does not accept responsibility for any items placed in these lockers.

Members may receive complimentary hire of a small locker for up to three (3) hours by using their access card at the locker terminal. 

Water temperature

All pools at Willoughby Leisure Centre are heated and maintained at set temperatures to provide the best balance between all pool user groups including, swim school participants, squad programs, aqua aerobics participants, lap, and recreational swimmers. Water temperatures are closely monitored throughout each day. Visitors should note that temperatures may also feel warmer or colder depending on ambient air temperature and other weather conditions.


Conditions of entry - General

By entering the Willoughby Leisure Centre each patron agrees to all conditions of entry, and all health and safety requirements. Failure to comply with these conditions of entry may result in the individual or group being refused entry to the Centre or being directed to leave immediately.

Additional conditions of entry apply to patrons when accessing specific facilities within the Centre.

The primary purpose of these conditions of entry is to provide a safe environment for all patrons, employees and other users of the Centre and its facilities.

All policies concerning the workings of your Council can be accessed via: https://www.willoughby.nsw.gov.au/Council/Policies-and-publications

Your privacy

Privacy statement

Willoughby City Council respects your privacy. Any personal information we collect from you will be handled in accordance with the Privacy & Personal Information Protection Act 1998 (the Act). Additionally, Willoughby Leisure Centre is bound by the Heath Records and Information Privacy Act 2002 (HRIPA).

Willoughby City Council’s full privacy statement and privacy management plan can be accessed via the Council website.

CCTV network policy

Closed Circuit Television Cameras (CCTV) are in use at Willoughby Leisure Centre. Willoughby City Council’s CCTV Network Policy establishes protocols for the collection, storage and access to information recorded by CCTV/surveillance cameras Council has installed at various locations in the City.

Centre management

For safety and security reasons, all patrons accessing the Centre are to:

  1. Obey all signs around the Centre; and
  2. Follow all reasonable requests and instructions given by Centre management and employees.

General entry terms

All patrons are advised that:

  1. An entry fee is required to enter the Centre in accordance with the fee schedule. Any person attempting to gain entry without payment or authorisation may be prosecuted.
  2. Refund of entry fees will not be granted for change of mind.
  3. Consumption of alcohol, smoking and drug use is not permitted in the Centre. Any substances or objects which are prohibited by law are not permitted in the Centre.
  4. Bags and other items may be subject to inspection. Persons who refuse inspections may be refused entry to the Centre.
  5. Glass and other breakables are not permitted in the Centre.
  6. Food and drink, except water, are not permitted in the Centre.
  7. Animals (excepting Guide Dogs) are not permitted in the Centre.
  8. Child safety and supervision

    Our child safe procedures outline the practices in place to provide a safe environment for children to participate in healthy activity.

To support children, young people, parents and carers with participating safely in healthy activities, we have developed a child safety family handbook, which is available on our website.  

Keep Watch

The ‘Keep Watch’ guidelines in place at Willoughby Leisure Centre require that parents, or responsible persons 16+ years old, supervise children under their care as directed by the following age brackets. For children who are:

  • 0 - 5 years old & non-swimmers: Stay within arms’ reach
  • 6 - 10 years old & weak swimmers:Be close, be prepared and maintain close visual contact
  • 11 - 14 years old: Maintain visual contact

Change rooms

Children 8 years of age or older are not permitted to enter change rooms of a different gender. Family change rooms are available if you need to accompany your child. Parents are advised to supervise their children at all times within the facility.

General behaviour

All patrons are to behave in a manner that is safe and respectful for the enjoyment and safety of other patrons using the Centre. Any behaviour which is considered offensive, inappropriate or interferes with the enjoyment of other patrons within the Centre may result in the patron being evicted and/or banned from the Centre. For safety and security reasons, patrons are not permitted to block the entrances and exits to the Centre with personal belongings.

Photography and filming

To respect the privacy of all visitors, any video, camera or recording equipment is not to be used in the Centre without prior written approval from Centre management.

Hygiene and attire

All patrons are requested to shower before using the facilities of the Centre. Appropriate bathing attire, apparel and footwear is to be worn at all times. Infants are required to wear a recognised waterproof nappy in aquatic environments.

Medical conditions

A health declaration is required for any patron accessing the Health Club or a group fitness class. Declarations need to be renewed every 12-months.

People with serious medical conditions should report their condition to the Centre Duty Manager. In the interests of public health and safety, people with incontinence need to take necessary precautions.

Patrons are not permitted to use the facilities of the Centre if they are affected by any drugs, alcohol or medications which may make it unsafe for them to use the facilities.

Patrons consent to receiving any medical treatment that the Centre’s staff may reasonably consider necessary or desirable if they suffer an injury whilst at the Centre.

Commercial activity

Activities of a commercial nature are not permitted unless written consent from centre management is provided. If centre management provides its consent to any form of commercial activity, the person responsible for the commercial activity shall ensure that any terms of the consent issued by centre management are complied with.

Commercial activities include personal/group training, sports coaching, conducting swimming lessons, and child-minding.

Lost or stolen items

The Centre does not accept liability for any theft, loss or damage to personal property, whether in the Centre or elsewhere.

Risk, injury and indemnity

Patrons enter the Centre and use its facilities at their own risk. To the full extent permitted by law, the Centre does not accept liability for any injury or death to any person whilst in the Centre.

To the full extent permitted by law, patrons release the Centre from all claims and liability in respect of, and indemnity the Centre fully against claims or liability to, any other person and expense the Centre incurs or may incur in respect of any personal injury, death, theft, loss, or damage arising from the patron’s entry into and use of the Centre and its facilities or the entry or use by minors in their care or control.

Right of refusal of entry and eviction

Centre management reserves the right to refuse entry and to evict any person at any time from the Centre at its sole discretion. The right of Centre management to refuse entry to any person or to evict patrons from the Centre includes, but is not limited to, all matters concerning:

  1. persons under the influence of drugs or alcohol;
  2. dangerous or unsafe behaviour;
  3. disorderly, disruptive, inappropriate or antisocial behaviour;
  4. vandalism; and
  5. admission evasion.

Specifically, Centre management may refuse entry to, or evict a person from, the Centre who in the opinion of Centre management may compromise the safety or overall enjoyment of other patrons of the Centre or its facilities. A person or group refused entry to, or evicted from the Centre, has no right to a refund of any monies paid for admission to the Centre and any request of refund will be refused. Centre management reserves the right to ban a person or group of persons from the Centre for any period it may deem necessary, including permanently.

Asset management

The Asset Management Policy provides Willoughby City Council with a framework for managing its large portfolio of assets. It identifies parameters to help us deliver assets and services that are both cost effective and representative of community need. Willoughby Leisure Centre maintains its equipment in accordance with this policy and its specific Asset Management Strategy.

Asset management may require the Centre to restrict access to certain facilities or services for the purpose of maintaining public health and safety. Restriction of access to a facility or service does not constitute a valid reason for compensation of fees paid.

Conditions of entry - Health Club and group fitness classes

By entering the Willoughby Leisure Centre Health Club or a group fitness class, each patron agrees to all conditions of entry and all health and safety requirements. These conditions of entry are additional to general conditions of entry. Failure to comply with these conditions of entry may result in the individual or group being refused entry to the Centre or being asked to leave immediately.

Usage restrictions

There are restrictions on entering Health Club facilities and group fitness classes. Patrons are advised that:

  1. The minimum age permitted to enter facilities or classes unsupervised is 16 years.
  2. Children aged 14 – 15 years may enter facilities or class under direct adult (16+ years) supervision.
  3. Children aged under 14 years are not permitted to enter facilities or classes.
  4. All visitors are to complete a pre-exercise questionnaire prior to entering facilities or classes.

Prohibited items

The following items are prohibited in the Health Club or any active exercise area:

  1. Bags and other personal belongings*
  2. Personal exercise equipment, except where it forms a requirement of a group fitness class (e.g. a yoga mat).
  3. Food or drink (except water).

*Bags and other personal belongings may be stored for up to three (3) hours, at the owner’s risk, in provided open shelves outside the Health Club or in a locker (fees apply for non-members or large lockers). When participating in a group fitness class, bags may be placed to the side of the room/space, provided they are not in walkways or creating a trip hazard.

Hygiene and attire

We ask all visitors to adhere to the following directions to maintain a safe and hygienic environment for everyone:

  1. Health Club and group fitness equipment is to be shared.
  2. A clean towel is required to be used when exercising. Towels are to be placed on equipment during immediate use to help prevent the spread of sweat. There is a ‘no towel, no train’ policy in place. Visitors are required to show a clean towel when entering the facility.
  3. Fully enclosed shoes suitable for exercise are to be worn at all times. Boots, high heels, or sandals are examples of inappropriate footwear.
  4. Correct attire is to be worn when exercising. Clothing such as jeans, or work-wear is not permitted. Clothing must also be clean.

Use of fitness equipment, weights and machines

All patrons are advised of the following directions, please:

  1. Thoroughly wipe down all equipment after use, with the provided sanitising wipes. It is the responsibility of the user to wipe down used equipment and the responsibility of the Health Club staff to ensure users wipe down used equipment.
  2. Return weights and bars to their racks
  3. Unload weight plates from machines and bars
  4. Return equipment to its storage location after use
  5. Follow all equipment operating and safety instructions on the equipment.
  6. Seek assistance from a staff member if you are unsure of how to use equipment.

Bookings (applies to group fitness classes only)

All patrons are required to book a session prior to entering a group fitness class. Bookings are available online via the Member Portal or at the front desk prior to entering the Centre.

Failure to book in advance may result in missing out on a class due to capacity limits. If you attempt to enter a class without booking, you may be directed to leave. 

Use of mobile phones and personal electronic devices

All patrons are advised of the following directions relating to the use of mobile phones and personal electronic devices:

  1. All electronic devices are to be set on silent mode. Mobile phones are required to be set on silent prior to commencing exercise.
  2. Voice or video calls are not to be answered or made inside the Health Club or while exercising as a matter of courtesy and safety.
  3. When using a smartphone, tablet or other device as part of your workout, it’s your responsibility to keep the device safe and secure. 
  4. Headphones are required be used when listening to a smartphone, tablet or other device in the Health Club 


Conditions of entry - Pool Hall

By entering the Willoughby Leisure Centre pool hall, each patron agrees to all conditions of entry and all health and safety requirements. These conditions of entry are additional to the general conditions of entry. Failure to comply with these conditions of entry may result in the individual or group being refused entry to the Centre or being directed to leave immediately.

Pool rules

Pool rules are to be adhered to by all patrons entering the Pool Hall. Rules are displayed on signage in multiple locations within the Pool Hall and are listed below.

  • No running within the complex
  • No unsafe or dangerous behaviour
  • No pushing or throwing persons into the pool
  • No bombing or excessive splashing
  • No abusive, disruptive or offensive behaviour or language
  • No glass permitted in the pool area
  • No throwing balls or other items
  • Do not sit on or touch lane markers

Offenders will be expelled and refused further entry.

Remember! Always check water depth before entering the pool. Please read the lane availability board and lap signs for pool set-up and swim correctly in the appropriate lane/area. Always follow the directions of staff.

Pool availability and etiquette

All patrons are advised of the following directions:

  1. Pool availability is not guaranteed and is subject to change without notice.
  2. Available casual lap swimming and recreation space is shared between all patrons.
  3. Please shower before using the pool.

Keep watch – child supervision

Active supervision at public pools consists of four key elements:


Ensure you have everything you need before getting into the water, such as towels and dry clothes.


Always be within arms' reach of your child.


Focus all of your attention on your child and get into the pool and talk and play with them.


You should never leave your child alone in the water, nor should they be left in the care of an older child or with the assumption that your responsibility diminishes due to the presence of lifeguards.


Membership terms and conditions

The membership agreement between you and Willoughby Leisure Centre comprises the following membership terms and conditions.

It is important that you have read and understood all of the terms and conditions of the agreement before you ‘agree’ to these terms. If you have any questions, please ask. 

Conditions of entry

By purchasing a membership, you agree to adhere to all Willoughby Leisure Centre conditions of entry.

Minimum membership term

Direct debit memberships

A minimum membership term is defined in your contract as a number of months, weeks or days from the contract start date.

Direct debit memberships are perpetual and will continue after the minimum membership term until notice of cancellation is provided, as per membership cancellation terms (section 3) of these membership terms and conditions.

Upfront memberships

A minimum membership term is defined in your contract as a number of active months, weeks or days from the contract start date. Suspension use during the membership term extends the contract end date.

Upfront memberships automatically expire up completion of the minimum membership term.

Membership cancellation

You may give written notice to cancel your membership after completing the minimum membership term in your contract by completing a departure form and providing a minimum of 14-days’ notice. A final membership payment will be taken during the cancellation notice period. 

Departure forms will only be approved if received in person by a staff member at Willoughby Leisure Centre or via emailing leisure@willoughby.nsw.gov.au.

Your membership will expire 14 days from the date of confirmed departure form receipt, unless otherwise advised. If you have not received written confirmation of departure form receipt within 3 business days of submission, please assume it has not been received.

All memberships will remain active until the cancellation date occurs.

Centre management reserves the right to cancel any membership agreement and request the return of your membership card at its discretion.

Membership fees

All membership fees are paid in advance of service delivery. Additional fees are defined in Willoughby Leisure Centre’s fees and charges schedule.

Direct debit

By purchasing a direct debit membership, you agree to authorise Willoughby Leisure Centre to:

  • Deduct membership fees and any additional fees incurred (via DebitSuccess – see terms) using your nominated payment method on a fortnightly schedule, occurring every second Thursday. View direct debit schedule.
  • Deduct suspension fees in accordance with section 5 of these terms and conditions.
  • Deduct any outstanding payments on the next scheduled direct debit date after an unsuccessful payment occurs.
  • Continue membership payments perpetually upon completing your minimum membership term until cancelled in accordance with membership cancellation terms (section 3).

Centre management may at its discretion:

  • Refuse entry to Willoughby Leisure Centre where outstanding payments cannot be processed within 14 days of their due date.
  • Engage a debt collection agency where outstanding fees have not been rectified within 28 days of their due date.


Membership fees are charged on or before the contract start date for the full membership duration and are non-refundable in the event of membership cancellation initiated by a member.

Any suspension fees are to be paid upfront at the time of requested suspension. View section 5 of these terms and conditions for full details.

Changes to membership fees

Willoughby Leisure Centre will provide a minimum 28 days’ notice of any changes to membership fees. You may cancel your membership without penalty during this notice period.

Direct debit memberships

Continuation of your membership after the notice period ends is taken as acceptance of the notified changes and your fortnightly payment will be adjusted to reflect the change on the notified date.

Upfront memberships

Existing upfront membership contracts are not affected by price changes. Once your current contract ends, notified changes will apply to any new upfront membership contract.

Membership suspension

You may request suspension of your active membership by completing a suspension request form online at least two (2) business days in advance of requested suspension start date.

Suspension requests:

  • Incur a suspension fee as defined in Willoughby Leisure Centre’s fees and charges schedule.
  • Cannot be backdated under any circumstances.
  • Cannot exceed the maximum entitlement provided for your membership, unless authorised by Centre management.
  • Have a minimum duration of seven (7) consecutive days per instance.

Direct debit memberships

Suspension fees are charged on your fortnightly direct debit schedule in lieu of membership fees.

Upfront memberships

Suspension fees are charged upfront, at the time of suspension request acknowledgement and are to be paid in advance of suspension start date. Suspension requests will not be processed where due fees are outstanding.


DebitSuccess direct debit request (DDR) service agreement

This Agreement is designed to explain what your obligations are when undertaking a Direct Debit arrangement involving Debitsuccess. It also details what our obligations are to you and forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR Authorisation Form.

Initial terms

I/We authorise Debitsuccess Pty Limited (ACN: 095 551 581) APCA User ID 496485 to make periodic debits on behalf of the “Business” as indicated on DDR Authorisation Form (herein referred to as the Business). I/We acknowledge that if specified by the Business, in addition to the agreed periodic debits set out in the DDR Authorisation Form, administration/setup, variation, reversal, dishonour, or processing fees may also apply and be debited under the DDR as instructed by the Business.


I/We acknowledge that Debitsuccess is acting as an agent of the Business and that Debitsuccess does not provide any goods or services, and has no express or implied liability in relation to the goods and services provided by the Business or the terms and conditions of any agreement with the Business.

Cleared funds

I/We acknowledge that is my/our responsibility to ensure that there are sufficient cleared funds in the nominated account by, and at all times on, the due date of the payment (“Day to Debit”) to enable the direct debit to be honoured on the Day to Debit. I/We acknowledge and agree that sufficient funds will remain in the nominated account until the direct debit amount has been debited from the account and that if there are insufficient funds available when the debit is attempted, I/we agree that I/we will be responsible for any fees and charges that may be charged by my/our Financial Institution.

Variations to debit terms

I/We authorise the Business to vary the amount of the payments from time to time as provided for within the agreement with the Business. I/We authorise Debitsuccess to vary the amount of the payments upon instructions from the Business. I/We do not require Debitsuccess to notify me/us of such variations to the debit amount. I/We acknowledge that variations to the debit arrangement will be directed to the Business. I/We acknowledge that Debitsuccess/Business is to provide 14 days’ notice if proposing to vary the terms of the debit arrangements otherwise than in accordance with an agreed payment schedule.

I/We acknowledge that my/our requests to vary, defer or stop the debit arrangement will be directed to the Business.

Cancelling these debit terms

I/We understand that I/we are able to cancel this DDR by requesting this of the Business or the Financial Institution, and I/we acknowledge that cancellation of the authority to debit my/our account will not terminate my/our agreement with the Business or remove my/our liability to make the payments I/we have agreed to.

Dishonoured payments

I/We acknowledge that: -if a debit is returned by my/our Financial Institution as unpaid, I/we will be responsible for any fees and charges for each unsuccessful debit in addition to any Financial Institution charges and collection fees, including and not limited to any fees of solicitors and collection agents appointed by Debitsuccess; and -Debitsuccess may attempt to re-process any unsuccessful payments as advised by the Business and/or add such unsuccessful payment to any future payments.

Accuracy of information

I/We acknowledge that it is my/our responsibility to ensure that the details entered on the DDR Authorisation Form are correct and that Debitsuccess is not liable to the extent that any such details are wrong and this causes a required payment to be missed. In addition, where I/we are paying the required payments by credit card and have entered the details of the credit card on the DDR Authorisation Form, I/we agree that Debitsuccess may continue to debit from a credit card in accordance with the terms of this Agreement to the extent that the credit card has expired, and that it wholly my/our responsibility to provide details of a replacement credit card to Debitsuccess via the Business.


I/We acknowledge that any disputed debit payments will be directed to the Business. If no resolution is forthcoming, I/we understand that I/we are to contact the Financial Institution.

Other authorisations

I/We authorise:

  • The Debit User to verify details of my/our account with my/our Financial Institution; and
  •  The Financial Institution to release information allowing the Debit User to verify my/our account details.

Information security

Debitsuccess agrees that it will make reasonable efforts to keep any of your information contained in the DDR (including account details) and any other information that we have about you confidential and secure, and will ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information. Debitsuccess will only disclose information that we have about you: to the extent specifically required by law; or for the purposes of this Agreement (including disclosing information in connection with any query or claim).


Should you have any queries in relation to these terms and conditions contact:

DebitSuccess Pty Ltd.
PO Box 577, Mt Waverley, VIC, 3149

Phone: 1800 148 848
E-mail: customerservice@debitsuccess.com


Multi-visit pass terms and conditions

The agreement between you and Willoughby Leisure Centre comprises the following terms and conditions.

It is important that you have read and understood all of the terms and conditions of the agreement before purchasing a multi-visit pass. If you have any questions, please ask. 

Conditions of entry

By purchasing a multi-visit pass, you agree to adhere to all Willoughby Leisure Centre conditions of entry.

Validity and expiration

Multi-visit passes are valid for:

  1. One (1) year from the purchase date.
  2. The facility or service identified on the visit pass type only.

Where a closure of Willoughby Leisure Centre, or a part of its facilities which affects the multi-visit pass owner’s ability to use entries, extends beyond 14-days, the expiration date for any valid pass will be extended by the closure duration.


Visit passes may only be used by the nominated owner. You are not permitted to share purchased visits with other persons, unless authorised by Centre management.

Health Club and group fitness

When using a visit pass to enter the Health Club or a group fitness class:

  1. One (1) visit will be deducted per entry to the Health Club facilities.
  2. One (1) visit will be deducted per group fitness class attended. Bookings are required.


One (1) visit will be deducted per entry to the pool. Entry may be defined as a session of fixed duration.

Pool multi-visit passes are not valid for aquatic group fitness classes or any other area of the facility.


One (1) visit will be deducted per entry to the crèche. Bookings are required. 

Cancellation and transfer

All purchases of visit passes are final. There are no refunds for change of mind or circumstances.

Requests to transfer remaining value from a visit pass purchase to another service offered by Willoughby Leisure Centre will be considered at Centre management’s discretion.

You may transfer ownership of a visit pass to another person by requesting this in writing.

Swim School terms and conditions

By enrolling and/or participating in swimming lessons with Willoughby Leisure Centre Swim School, the student, and where the student is under 16 years of age, any parent/guardian of the student agrees to all Swim School terms and conditions. Failure to comply with terms and conditions may result in the individual or group being refused entry to the Centre or being directed to leave immediately.

Conditions of entry

By enrolling in a Swim School program, you agree to adhere to all Willoughby Leisure Centre conditions of entry, and the following conditions:

Supervision and general behaviour

As a condition of enrolment, where a student is under 16 years old, the parent/guardian agrees to:

  1. Remain onsite during swimming lessons.
  2. Not interrupt the lesson once commenced, except in an emergency.
  3. Assist with requests from instructors relating to the student (e.g. toileting, cleaning of nose).
  4. Actively supervise the student prior to the class commencing.
  5. Accept our Behaviour Management Plan.

Make-up lessons

The following conditions apply to the eligibility for and provision of make-up swimming lessons for students. Where a student is under 16 years of age, the listed responsible parent/guardian is required to act on the student’s behalf.

To be eligible for a make-up lesson, a student is required to:

  1. Provide a minimum notice of absence at least two (2) hours prior to their scheduled lesson start time.
  2. Be currently enrolled in a standard Swim School term at Willoughby Leisure Centre.
  3. Request a make-up lesson in the same standard Swim School term as the noted absence.
  4. Submit a make-up lesson request online.

Where all eligibility conditions are met, a student may receive one (1) make-up lesson per eligible absence, up to a total of three (3) make-up lessons per standard term. Bookings for make-up lessons:

  1. May only be requested for the current week of term.
  2. Are subject to availability. Lack of availability is not a valid reason for partial or full refund.
  3. Are only confirmed once proof of confirmation is sent to the student.
  4. Cannot be rearranged. Failure to attend will result in forfeiting the make-up lesson.
  5. Are not transferrable to another student or term.

Notification of absence forfeits your allocation for the specified class. Please contact the Swim School office if you want to attend your original class after notifying of absence, as another student may be booked into your original timeslot for a make-up lesson.

Changes to classes

Consolidation or alteration of scheduled classes may be necessary. Where changes to scheduled classes occur students or responsible parents/guardians will be notified of changes via SMS

When classes are cancelled due to unforeseen closure, you will be notified via email or SMS.

Credits or refunds

Partial or full credits or refunds may be provided when:
  • Students relocate more than 15 kilometres from the Centre
  • Students experience a significant illness or injury
  • Students are hospitalised
  • An enforced closure of Willoughby Leisure Centre Swim School occurs
To be considered for credit or refund:
  • A written request is to be submitted to Centre management with supporting documentation.
  • Notification of all absences needs to be received prior to the class commencing in the instance of extended illness or injury (4 or more lessons).
  • Supporting documentation is required. Requests will be processed once paperwork is received, from the date of supporting documentation.
Credits or refunds will not be given for:
  • Absences due to holidays
  • Religious/cultural reasons
  • General illness and/or menstruation

Credits will be valid for 12 months from date of approval. If a credit or request has been approved, the student will be removed from the class. Position in a class cannot be guaranteed when they resume lessons.