Competition Terms and Conditions

Rackley Swimming 

‘Vote for your Favourite Swim Teacher’ 

RS-2611

• The price of the goods or services will be as displayed at the time of booking. We do not levy any form of payment surcharge for transactions completed with standard debit, credit or prepaid card.
• We reserve the right to apply non discriminatory administrative fees, including but not limited to:
  • Dishonour Fees: Any costs incurred by us due to direct debit declines or failed transactions will be passed on to the client.

• All prices listed on our platform or quoted to you are inclusive of GST (where applicable) and represent the total final and all inclusive price payable by the customer.
• We accept payments via major debit, credit and prepaid card networks (including Visa and Mastercard).
• In compliance with Australian regulatory requirements, no additional transaction fees, handling fees or card surcharges will be applied to payments made via these designated card networks at the time of checkout.

Competition Terms and Conditions

Rackley Swimming

‘Colour in Susie’s Swimmers’

Brought to you by Rackley Swimming in association with Nova 106.9

Competition Terms and Conditions

Rackley Squad Swimming 

‘Train with our Dolphins’ 

Brought to you by Rackley Squad Swimming

RS-2609

I acknowledge and agree that by participating in the Skills Clinic and any related activities organised by Rackley Swimming, certain risks and dangers may arise in addition to those ordinarily inherent in such activities. These may include, but are not limited to, physical exertion, sudden and unexpected changes in weather conditions, and difficulties associated with evacuation or obtaining medical assistance in the event of injury.

I understand that personal injury may occur to my child, and I hereby authorise Rackley Swimming and its appointed Clinic Coaches to seek and consent to any emergency medical treatment deemed necessary for my child, including ambulance transport and hospitalisation. I agree to be responsible for and to pay all costs associated with such medical treatment.

I agree that by booking a Rackley Squad Clinic, my child may be photographed or videoed and that the material may be used by Rackley Swimming at their discretion, to promote activities of the business.

I undertake to notify Rackley Swimming if my child has been in contact with any infectious disease within four (4) weeks before the commencement of the Clinic.

I confirm that I have provided all relevant medical, allergy, medication, and restriction information necessary to ensure that my child receives appropriate care if required.

I accept that refunds will only be issued for medical reasons upon presentation of a valid medical certificate, and when at least 3 hours’ notice is provided. Exceptions to this policy may be granted at the discretion of the event organisers.

1. Eligibility:
   • These cards are valid for new enrolments only. Existing students are not eligible for this promotion.
2. Presentation of Card:
   • Customers must present the “2 Lessons Free” card at the time of enrolment to redeem the offer.
3. Pro-Rata Fees:
   • Customers are required to settle any pro-rata fees before the two free lessons are applied. The two lessons will then be credited towards the first direct debit payment.
4. No Cash Redemption:
   • The “2 Lessons Free” card cannot be redeemed for cash or any other form of monetary value.
5. Single Use:
   • Each card is for single use only. Once redeemed, the card will be discarded and cannot be reused.
6. Location Flexibility:
   • The “2 Lessons Free” card is valid at any Rackley Swim School location.
7. Applicable Lessons:
   • The card can be used for Learn to Swim lessons only and cannot be applied towards private lessons or squad programs.
8. No Expiry:
   • The “2 Lessons Free” card has no expiry date and can be used at the customer’s convenience.
9. Transferability:
   • If the customer does not use the full two lessons, they may transfer the remaining credit to a friend or family member.
10. Misuse and Reproduction:
    • Any misuse or unauthorized reproduction of these cards may result in the requirement for back pay and/or termination from the Rackley Swimming program.
11. Outstanding Debts:
    • The “2 Lessons Free” card cannot be applied towards any existing debts. All outstanding fees must be settled before the free lessons can be applied.
12. One Card per Student:
    • Each new student is entitled to use only one “2 Lessons Free” card.
13. Right to Terminate or Modify:
    • Rackley Swimming reserves the right to terminate or modify this promotion at any time without prior notice. In such cases, no compensation or replacement will be provided.

Cannot be used in conjunction with any other Rackle Swimming promotion.

General Conditions of Entry

To assist us in maintaining a safe and comfortable environment for all customers and staff, please abide by the following conditions. Failure to abide by these conditions may result in the suspension or termination of your membership / visit pass.

• Entry will be refused or you may be requested to leave if
  • You are using abusive or threatening language or behaving in a threatening or intimidating way.
  • You are under the influence of drugs or alcohol.
• All Rackley Swimming, City Aquatics, City Health Clubs and City Training Zones are Smoke-Free and Vape-Free Zones. Smoking is not permitted at our facilities or within 5 metres of the facility entry and boundary.
• Clothing & Attire – We require you to wear the appropriate clothing (non-offensive) whilst on the premises and whilst using the facility. Covered sporting footwear must be worn at all times while in the health club. All members are to use a towel when using equipment and to wipe down equipment after use. Appropriate swimwear must be worn in the aquatic environment.
• Pool Conditions of Use – Please abide by the lane lap swimming signage on the pool concourse when lap swimming. Please be considerate of other swimmers and swim to the left when sharing lanes. Please observe pool rules at all times and follow any reasonable instruction given by lifeguards & staff.
• Health Club and/or Training Zone Conditions of Use – All members are required to scan in with their membership cards, put their weights and equipment away and wipe down machines after use. Memberships are for the card holder only and cannot be transferred to another person.
• Personal Training – training services are available for use in Health Club facilities for an additional fee. Please contact your facility for more information. Please note only authorised, registered Personal Trainers are permitted to train members in City Health Clubs.
• The use of CVM assets for business purposes is permissible solely upon obtaining authorisation from the Facility Manager, and is contingent upon the imposition of the applicable venue hire fee.

1. OVERVIEW

In this Membership Agreement

1.1 “You” means you, the member, as specified on the Membership / Visit Pass Application form; and “Us” or “We” means City Venue Management (also Rackley Swimming, City Aquatics, City Health Clubs).
1.2 “We” operate the Facility.
1.3 This Membership Agreement sets out the terms and conditions of your membership and/or visit pass for the Facility.
1.4 This Membership Agreement includes the Membership Details, the Conditions of Entry, and these Membership Terms and Conditions, as varied in accordance with this Membership Agreement
1.5 “Membership Commencement Date” is the date you are becoming a member of City Venue Management and your membership / visit pass entitles you to use the provided facilities.
1.6 “Ongoing agreement” means a membership agreement that does not end unless the client or supplier terminates the membership agreement. Memberships will move to a rolling month to month contract once you have met your contracted obligation where the client is permitted to cease so long as the request to cancel is provided in writing and is supplied with 28 days notice.
1.7 “Membership fee” means the fee for your access to use the facilities and services provided.
1.8 “Late fee” means the fee incurred if your membership fees are unpaid for greater than 30 days and / or where a membership fee payment was not able to be made on the scheduled day.
1.9 “Flexi membership” means the customer is able to end their membership at any time after the minimum 30 day (1 month) term is met. The customer is required to provide notice in writing with 28 days notice.

2. COOLING OFF PERIOD

2.1 The cooling off period for memberships is 7 days from when an agreement is signed.
2.2 You may terminate this Membership Agreement at any time prior to the close of business on the last day of the Cooling Off Period by giving us written notice. You must give us notice in accordance with clause 6.
2.3 If you terminate this Membership Agreement during the Cooling Off Period this membership agreement will be terminated on the date of your written notice is received by us, and we will refund you all Fees you have paid to us under this Membership Agreement.
2.4 If you do not terminate this Membership Agreement during the Cooling Off Period, this Membership Agreement will continue until cancelled by you in accordance with clause 6.

3. MINIMUM AGREED TERM:

3.1 All memberships have a minimum term period and provide access to a range of facilities and services

1. a) “City Swim” memberships are ongoing memberships providing access to all City Aquatics pool and lap swimming facilities. This membership is available with a 6 month minimum term. Total contracted price for minimum term City Swim – Adult $416.
2. b) “City Health” memberships are ongoing memberships providing access to all City Aquatics pool, swimming, health club, training zone and group fitness facilities and services. This membership is available with a 6 month or 1 month (Flexi) minimum term. Total contracted price for minimum 6 month term City Health – Adult $468
3. c) “City Performance” memberships are ongoing memberships providing access to all City Aquatics pool, swimming, health club, training zone, group fitness and adult / masters squads facilities and services. This membership is available with a 6 month or 1 month (Flexi) minimum term.Total contracted price for minimum 6 month term City Performance Adult $663
4. d) “City CrossFit” memberships are only available at Hibiscus and are ongoing memberships with a 12-month minimum term for 1 site only.
5. e) All visit passes are specific for the facility they are purchased at and cannot be used at other sites. Visit Passes have a maximum term of 12 months and any visits not used at the end of this time will lapse. Unused visits are not eligible for refund

4. MEMBERSHIP DUES:

4.1 You are responsible for payment of the membership dues.
4.2 We require that you agree to a direct debit request that forms part of this agreement or make payment of the full minimum term in advance.
4.3 Should you fail to use your membership and do not use our programs and facilities, you are not relieved of your payment obligations, regardless of the circumstances, except as provided for in this Agreement.
4.4 We reserve our right to adjust the availability of your facility on a temporary basis for the purposes of cleaning, renovations, repairs, maintenance, upgrades or special holidays.
4.5 Please note that as per the above membership agreement, if your membership direct debit rejects then a $5 fee is payable on your account.
4.6 We reserve the right to increase your membership fees for reasonable commercial reasons. We will give you notice of any increase and if you do not wish to accept it you may cancel your membership by giving us 14 days written notice. If we do not hear from you, you will be deemed to have accepted the increase and your membership will automatically continue at the new membership rate.We will take reasonable steps to contact you no less than 14 days prior to any price increase. Reasonable steps may include via the more recent email address you have provided.
4.7 All new contracts will be subject to a Join Fee. Join Fees are subject to price reviews. This fee covers the account billing management, facility access management, and new member onboarding assessment. The activation or joining fee is non-refundable, except where you have exercised your right to cancel the Contract during the cooling-off period under paragraph 1. If your membership is cancelled for any reason by you or us and you subsequently wish to rejoin, then you will have to pay the applicable activation or joining fee again.

5. SUSPENSION / HOLD:

5.1 Membership suspension is available provided that all amounts payable for your membership are paid up to date.
5.2 All suspensions should be applied for in writing to us at least fourteen (14) days prior to the commencement of the suspension period.
5.3 A maximum of 90 days per calendar year is permissible and may be taken in periods no shorter than 14 days. The suspension fee is $0.50 per day.
5.4 Following your suspension, your minimum agreed term will be extended by an equivalent period to the period your membership was suspended. Membership suspensions are not retrospective and cannot be back dated.

6. TERMINATION

6.1 Termination by you – You may terminate Membership Agreements (This applies to both Flexi & Full-term (6 or 12 month) memberships):

6.1.1 If your membership type is Direct Debit – at any time prior to the end of the direct debit minimum term by paying an early exit fee of $100 and giving us at least 28 days’ notice by submitting a cancellation request in writing.
6.1.2 If your membership type is Direct Debit – at any time after the end of the direct debit minimum term by giving us at least 28 days’ notice by submitting a cancellation request in writing.
6.1.3 Immediately on giving written notice to us if you have become sick or incapacitated and you provide us with a certificate from a qualified medical practitioner stating that you cannot exercise for a period of at least 12 months; or the remainder of your term, whichever one is longer.
6.1.4 Paid in full memberships are not refundable.

6.2 Termination by City Venue Management:

6.2.1 City Venue Management reserves the right to terminate this membership agreement in accordance with the following conditions:

1. Failure to abide by any of the criteria listed in the Conditions of Entry or the items listed in this agreement.

2. Action upon a serious complaint by either a customer or an employee of City Venue Management.

7. TRANSFER OF MEMBERSHIP BY CITY VENUE MANAGEMENT

City Venue Management have the right to assign or transfer the benefit of your Membership Agreement to a person, firm or company at any time, without giving you notice. City Venue Management may relocate to another premise within a 5 kilometre radius and the location at which the services are provided may change during the term of this agreement.

8. CHANGE OF SERVICES / FACILITIES:

We reserve the right to add, delete or alter services and amenities such as membership terms and conditions, opening and closing hours, timetables, operating hours and other events that may be seasonal. Any changes or variations that may occur will be notified to you either through digital communication or in facility signage.

9. ACCESS SCAN CARD:

Upon completing this Membership / Visit Pass Agreement you will be issued an access card. Should you lose your card is it your responsibility to notify our team immediately so we may discontinue the old access and provide you with a new card. Only one card is permitted per membership. Members are not permitted to share their scan cards. Sharing scan cards will result in termination of your membership without refund and potential suspension from the venue

10. MINIMUM AGE:

You must be at least 14 years old to become a Health Club or Training Zone member. Members under 16 must be supervised by a parent/guardian who is also a member at all times whilst using our facilities. A member must be at least 16 years old to participate in weight-based group exercises or resistance training activities.

11. EQUIPMENT USE:

It is your responsibility to ensure that you operate all equipment and facilities in the correct manner. If you are in any doubt as to how to use equipment correctly please consult a member of staff before use.

12. PHYSICAL CONDITION:

On the date of this Agreement and on all subsequent visits to City Venue Management, you warrant that you are in good physical condition and that you are not aware of any medical or alternate reason why you would be prohibited from engaging in active or passive exercise and that any such exercise would not be detrimental to your physical condition, comfort or health and safety. We recommend that you seek expert medical advice prior to commencing any exercise program if you are in any doubt of your physical condition. City Venue Management staff members are not medically trained and are not capable of treating or diagnosing any medical conditions/ailments. You shall not use any City Venue Management facility if you are suffering from any contagious illness, disease or other ailment or whilst you are suffering from a physical condition that would put yourself and/or other members at risk.

13. COMPLETE AGREEMENT AND SEVERABILITY:

The terms of this Agreement constitute the full agreement between you and City Venue Management, and no oral promises are made part thereof. If any part of this Agreement is deemed to be invalid or unenforceable by law, the provisions will be deleted from the Agreement but such deletion will not affect the validity and enforceability of the remaining provisions.

14. WAIVER AND RELEASE:

During all such times that you are on City Venue Management premises both your property and your person shall be at your own risk. You agree that City Venue Management shall not be liable for any loss, damage or theft of any property belonging to you or your guest (including minors) occurring on City Venue Management premises except where caused by the gross negligence of City Venue Management. Additionally, City Venue Management shall not be liable for any death, personal injury or illness occurring to you or your guest (including minors) on City Venue Management premises or as a result of the use of any facilities or equipment provided by City Venue Management, except to the extent that such death, personal injury or illness occurs from the gross negligence of City Venue Management.

15. DIRECT DEBIT TERMS REQUEST SERVICE AGREEMENT:

This Agreement is designed to explain what your obligations are when undertaking a Direct Debit arrangement with DebitSuccess and City Venue Management. It also details what our obligations are to you as your Direct Debit Provider. We recommend you keep this agreement in a safe place for future reference. It forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR form.

I/We hereby authorise DebitSuccess Pty Ltd ACN 095 551 581, APCA User ID Number 496485 to make periodic debits on behalf of City Venue Management as indicated on the front of this Direct Debit Request (herein referred to as the Business) I/We acknowledge that DebitSuccess is acting as a Direct Debit Agent for the Business and that DebitSuccess does not provide any goods or services and has no express or implied liability in regards to the goods and services provided by the Business or the terms and conditions of any agreement with the Business.

I/We acknowledge that DebitSuccess and the Business will keep any information (including account details) contained in the Direct Debit Request confidential. DebitSuccess and the Business will make reasonable efforts to keep any such information that we have about you secure and to 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. We will only disclose information that we have about you:

We will only disclose information that we have about you: (a) to the extent specifically required by law; or (b) for the purposes of this agreement (including disclosing information in connection with any query or claim).

I/We acknowledge that the debit amount will be debited from my/our account according to the Direct Debit Request, this Agreement and the terms and conditions of the agreement with the Business.

I/We acknowledge that bank account details have been verified against a recent bank statement to ensure accuracy of the details provided. If uncertain you should contact your financial institution.

I/We acknowledge that it is my/our responsibility to ensure that there are sufficient cleared funds in the nominated account by the due date to enable the direct debit to be honoured on the debit date. Direct debits normally occur overnight; however transactions can take up to three (3) business days depending on your financial institution.

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,

I/We agree that DebitSuccess will not be held responsible for any fees and charges that may be charged by your financial institution.

I/We Acknowledge that there may be a delay in processing if: 1) There is a public or bank holiday on the day, or any day after the debit date 2) A payment request is received by DebitSuccess on a day that is not a Banking Business Day 3) A Payment request is received after normal operational hours, being 4pm Monday to Friday. Any payments that fall due on any of the above will be processed on the next business day. I/We authorise the Business to vary the amount of the payments from time to time as provided for within the Business agreement.

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 the total amount billed will be for the specified period for this and/or subsequent agreements and/or amendments.

I/We acknowledge that the Business is to provide 14 days notice if proposing to vary the terms of the debit arrangements.

I/We acknowledge that variations to the debit arrangement will be directed to the Business.

I/We acknowledge that any request to stop or cancel the debit arrangement will be directed to the Business.

I/We acknowledge that any disputed debit payments will be directed to the Business. If no resolution is forthcoming you are advised to contact your financial institution.

I/We acknowledge that if a debit is returned by my/our financial institution as unpaid,

I/We will be responsible for an additional charge of $5 for each unsuccessful debit in addition to any financial institution charges and collection fees, including and not limited to any solicitor fees and collection agent fees appointed by DebitSuccess.

I/We acknowledge that a 39c direct debit fee and credit card surcharge (where applicable) will be applied each debit period.

I/We authorise DebitSuccess to attempt to re-process any unsuccessful payments as advised by the Business.

I/We acknowledge that if specified by the Business, a setup, variation, dishonour, SMS or processing fees may apply as instructed by the Business.

I/We authorise: 1) The Debit User to verify details of my/our account with my/our financial institution 2) The Financial Institution to release information allowing the Debit User to verify my/our account details.

To maintain a safe and pleasant environment for all patrons and staff, please adhere to the following conditions. Failure to comply may result in the suspension or termination of your membership or visit pass.

1. Behaviour: ○ Entry will be refused, or you may be asked to leave if you use abusive or threatening language, behave in a threatening or intimidating manner, or are under the influence of drugs or alcohol.

2. No Smoking or Vaping: ○ All areas within Rackley Swimming, City Aquatics, City Health Clubs, and City Training Zones are Smoke-Free Zones. Smoking and Vaping is prohibited on our premises and within 5 metres of the facility entry and boundary.

3. Clothing and Attire: ○ Appropriate, non-offensive clothing must be worn at all times. Covered sporting footwear is mandatory in the health club. Use a towel when using equipment and wipe down after use. Proper swimwear is required in the aquatic areas.

4. Pool Use: ○ Observe lane swimming signage and swim to the left when sharing lanes. Follow all pool rules and lifeguard instructions.

5. Health Club and Training Zone Use: ○ Scan in with your membership card, return weights and equipment to their proper place, and wipe down machines after use. Memberships are non-transferable. If you are not sure of correct use or operation of equipment please seek assistance from a team member.

6. Personal Training: ○ Only authorised and registered personal trainers may train members within City Health Clubs. Additional fees apply for personal training services. Conducting personal training within a City Health Club or City Training Zone without being an approved personal trainer may result in the cancellation of your membership.

Overview

1. Definitions:

○ “You” refers to the member named on the Membership/Visit Pass Application form.
○ “Us” or “We” refers to City Venue Management, including Rackley Swimming, City Aquatics, and City Health Clubs.
○ “Membership Commencement Date” is the date you become a member.
○ “Ongoing Agreement” means a membership that continues until terminated by either party.
○ “Membership Fee” is the fee for access to facilities and services.
○ “Late Fee” is the fee for unpaid membership dues after 30 days.

2. Cooling Off Period:

○ You have a 7-day cooling-off period from the date of signing this agreement. Termination within this period requires written notice, and all fees paid will be refunded.

3. Minimum Agreed Term:

○ Memberships have a minimum term, varying by membership type, with specified fees.

4. Membership Dues:

○ Payment of membership dues is required via direct debit or upfront. Failure to use the facilities does not relieve you of payment obligations. We may adjust facility availability for cleaning, renovations, or other reasons. Notice will be provided for fee increases, and you may cancel within 14 days’ notice if you do not accept the increase.

5. Suspension/Hold:

○ Membership suspension is available if payments are up-to-date. A maximum of 90 days per calendar year is allowed, in periods of no less than 14 days. The suspension fee is $0.50 per day.

6. Termination:

○ Terminate the agreement with 28 days’ notice and payment of an early exit fee if applicable. Memberships can also be terminated for serious complaints or non-compliance with the conditions of entry.

7. Transfer of Membership:

○ We may assign or transfer your membership agreement without notice.

8. Change of Services/Facilities:

○ We reserve the right to modify services and amenities. Notification of changes will be provided via digital communication or in-facility signage.

9. Access Scan Card:

○ Membership scan cards are issued to the individual member and are non-transferable. Members must scan their card upon each entry to the Health Club, Training Zone or Aquatic venue. Sharing of scan cards with others is strictly prohibited and may result in the immediate termination of the membership without a refund.

10.Minimum Age:

○ The minimum age for a Health Club or Training Zone membership is 14 years. Members under the age of 16 must be supervised at all times by a parent or guardian who is also a City Health Club member.
○ Health club members under the age of 16, are restricted to functional, cardio and pin-loaded based machines, the use of “free weights’ and plate loaded machines is prohibited.
○ All members under the age of 16 are required to attend a mandatory Health Club induction conducted by our Gym Floor or Personal Training team before starting their membership.

11.Equipment Use:

○ Proper use of equipment is your responsibility. Seek staff assistance if unsure.

12.Physical Condition:

○ You warrant that you are in good physical condition and not aware of any medical conditions that would prevent safe exercise. Seek medical advice if unsure.

13.Complete Agreement and Severability:

○ This agreement constitutes the entire agreement between you and us. If any part is deemed invalid, the remaining provisions remain enforceable.

14.Waiver and Release:

○ Your property and person are at your own risk while on our premises. We are not liable for loss, damage, or personal injury except in cases of gross negligence.

Direct Debit Terms Request Service Agreement

This agreement explains your obligations under a direct debit arrangement with DebitSuccess and City Venue Management.

1. Authorisation:

○ DebitSuccess is authorised to make periodic debits on behalf of City Venue Management.

2. Confidentiality:

○ Information will be kept secure and only disclosed as required by law or for the purposes of this agreement.

3. Debiting Your Account:

○ Ensure sufficient funds are available for direct debits. Debits may be delayed if they fall on a non-business day.

4. Fees and Charges:

○ You are responsible for additional charges for unsuccessful debits.

5. Variation and Cancellation:

○ Notify City Venue Management for any variations or cancellations to the debit arrangement.

Please review these terms carefully. By entering into an agreement, you acknowledge that you understand and agree to these conditions. If you have any questions, please contact us for clarification.

We will reserve your preferred class day(s) and time(s) on an ongoing basis until you notify us that you wish to cancel. For details on how to action a class cancellation please refer to the ‘Cancellations’ section above.

SwimStart is a new voucher program from QLD government to support learn to swim activities for 0 to 4 year
olds.
When a round is open, parents, carers or guardians can apply for a voucher valued up to $150 for their
child, which can be used towards swimming lessons with a registered SwimStart activity provider. To apply or check your eligibility click here. This will open a new window and redirect you to the Queensland government website.

• All Rackley swimming venues have been registered and are proudly accepting vouchers.
• SwimStart activity providers can not accept FairPlay vouchers. FairPlay activity providers can not
  accept SwimStart vouchers.
• There is a limit of 1 voucher per child per financial year. The voucher number is unique & can
  only be redeemed once.

Parent Information: Eligibility Criteria

• Must be a QLD Resident
• Child is 0-4yrs
• Not previously received a voucher in this financial year
• Holds a current Services Australia Health Care or Pensioner Concession Card
• Has a Medicare card with child’s name on it

• Vouchers can be used for your ongoing learn to swim enrolments. If the fees are more
  than $150, customers will need to pay the difference
• Present or email the voucher to the SwimStart activity provider when you sign your child up for lessons. Or present your voucher at your next lesson if you are already enrolled in lessons with Rackley.
• The voucher must be used before the expiry date
• We invite new customers to take a free come and try with us first to help determine their level

Unlimited make-ups are available for all students whose attendance is cancelled prior to the start of their class. Make-ups may be accrued but must be redeemed within a 3 month (90 day) time period. To qualify for a make-up class, your students attendance must be cancelled through your Parent Portal prior to the start of the class. To redeem a make-up class you may self-book through our online Parent Portal, within the allocated time period (90 days from the missed class). Make-ups cannot be booked more than 7 days in advance. Any accrued make-ups will be forfeited if not used prior to cancelling your students booking(s). Make-up classes are NOT transferable to other students or families. Missed classes and/or missed make ups cannot be refundable for cash or credit unless a medical certificate is provided for the missed dates.

If you do not cancel your student’s attendance prior to missing their class, no make-up will be available. It is strongly recommended that you manage your own attendance and make-up bookings via the Parent Portal.

Make-ups are not able to be rebooked; thus missed make-up classes will be forfeited.

In the event of Rackley Swimming ceasing classes due to inclement weather or other unforeseen circumstances, then make-ups or class credits will be provided.

Your child’s booking(s) is ongoing until you notify us that you wish to cancel. To cancel, a completed ‘Cancellation Form’ must be submitted via the Customer Access section of the Rackley Swimming website. We require a minimum of two lessons [per booking] to be swam out after your cancellation form has been submitted. This may result in a partial or full fortnight debit before your enrolment ceases.

For example, if on a Tuesday you wish to cancel a Thursday class, you will be required to attend the Thursday this week, with the following Thursday being your last class. A confirmation email will be returned confirming your cancellation request has been submitted.

Non-attendance is not a reason for the direct debit to cease, as it is your responsibility to notify us of any changes to your student’s enrolment(s). Any fees charged due to not actioning a cancellation are non-refundable and non-transferable.

Upon a class booking being cancelled, all make-up classes associated with that class will no longer be available to be redeemed.

Rackley Swimming offers every student up to 4 weeks of class hold, free of charge, every 12 months from the start of your enrolment. This free class hold is ideal for holiday periods, or if you know in advance your student will be away for an extended period, e.g. operation with recovery period, where make-up classes are difficult.

Once a ‘Class Hold’ is in place – make-up classes cannot be used during this period. These 4 weeks can be used all at once or divided into a maximum of two separate requests. (Min 2 week holds)

To place your class(es) on hold, visit the Rackley Swimming website and submit a Class Hold Request form via the Customer Access section. This form must be submitted at least 17 days prior to the next Direct Debit. Any late request will result in a charge, however you may access make-up classes for your planned absences.

If your absence is longer than four weeks, we recommend you also book make-up classes to cover any difference or cancel your enrolment and rebook when it’s suitable for you to restart.

​Rackley Swimming offers a unique access to all current Rackley members. Our members are given free access to swim at any public pool that is managed by City Venue Management (CVM). This sets Rackley Swimming apart from other learn-to-swim providers in the industry, we are able to share our growing portfolio of public venues with our customers.

We offer this free swim membership to encourage families to practice their swim skills in a controlled and fun environment. Rackley Swimming recognizes that spending more time in the water in a safer environment leads to greater progress and the achievement of goals.

By providing access to CVM pools, Rackley Swimming aims to create a holistic swimming experience for customers. This approach not only enhances the overall value of their swimming lessons but also promotes water safety, skill development, and enjoyment of swimming as a recreational activity.

Student Eligibility and Access:

​

• Students who hold a current Swim Starter, or higher membership, will enjoy complimentary access to any public pool managed by City Venue Management for swimming purposes.
• Family members, carers, or guardians who are not enrolled in lessons are required to pay the general entry or spectators fee to gain access.
• Please note that this access privilege does not extend to water parks, health clubs, group fitness facilities, or independent Rackley Swimming venues. It is a swim only access.
• Free swim access will cease when customers cancel completely, or when enrolments are on hold/suspension.
• To gain entry, all students must scan their membership cards upon arrival. Access cannot be shared with others.
• Any additional services, i.e waterslides or inflatables, not covered by the complimentary access will incur separate charges as per the standard pricing policy.
• Purchase of visit passes, past general entries, memberships are not refundable upon gaining eligibility to reciprocal access.
• All visitors, including students and accompanying family members/carers/guardians, must adhere to the general conditions of entry as outlined by City Venue Management.
• Any breach of the conditions of entry may result in access being denied or revoked.

New Rackley Swimming customers who enrol in and attend perpetual learn to swim classes (excluding Baby Splash) and Squad Programs are eligible for their first two weeks free upon signing up between 19 August and 30 September 2025.

To redeem the 2 weeks of swimming lessons, New Rackley Swimming Customers need to mention this offer at the local venue when enrolling. The 2 weeks of lessons for free will then be added to their account upon signing up to perpetual lessons. Offer is valid for up to 2 lessons per week, from the 3rd lesson and beyond standard fees will apply.

Two-week free or the specified period begins at the start of the first lesson + 13 days or however many days are applied.

Cancellation policy:

General Rackley Swimming cancellation policy applies.

Exclusions:

Cannot be combined with any other offer or promotion.

•  Pro-rata payment is required at the time of booking before a voucher can be added.
• Limit of one voucher per child (cannot be used in conjunction with any other offer).

These lessons cannot be redeemed for cash and is non-transferable. If a swimmer misses a class they will be able to make up that class by attending a make-up class. To receive a make-up the general Rackley Make-up policy applies.

Customers must sign up for perpetual lessons and provide ongoing payment details for payments beyond the first 14 days.

This promotion is in no way sponsored, endorsed, administered by, or associated with, Meta or Snap Inc.

Photography, Video & Privacy Terms & Conditions

At Rackley Swimming, we celebrate the small and big achievements throughout your swimmer’s journey. We understand that families may wish to capture and share these proud moments with friends and family. To protect the privacy and safety of all customers, the following photography and video guidelines apply.

Customer Photography and Video
Photography and video recording using mobile phones, cameras, laptops or any other image-capturing device must be focused only on your own child/children. Other children must not be identifiable in the image or video, including in the background, unless the express permission of their parent or guardian has been obtained.

Rackley Swimming Photography and Video
From time to time, Rackley Swimming may photograph or record children during swimming classes, training sessions or other activities for training, promotional or marketing purposes and a Media Consent Form is filled out.
Where photography or filming is planned, customers will be advised in advance, and may request that their child/children not be photographed or recorded by speaking with a member of the Rackley Swimming team.

Images and videos captured by or on behalf of Rackley Swimming may be used for promotional purposes across City Venue Management, including Rackley Swimming, City Health Clubs, City Sport and City Aquatics. This may include, but is not limited to, signage, brochures, news articles, websites, social media, video content, promotional materials and advertising.

Names or other identifying information will not be used alongside promotional images or videos without the written permission of the person depicted or, in the case of a child, their parent or guardian.

Restricted Areas and Prohibited Conduct
Photography, video recording and video calling are strictly prohibited in areas where privacy is reasonably expected, including change rooms, change table areas, toilets and shower areas.

Rackley Swimming has zero tolerance for covert photography or recording, indecent or inappropriate imagery, or the misuse of photographs or videos. Any conduct of this nature may result in removal from the facility and may be reported to the appropriate authorities where required by law.

By attending Rackley Swimming, customers are expected to respect the privacy, safety and dignity of all swimmers, families and staff and comply with these photography and video requirements.