Parents across the UK are expressing frustration with the refund process at Swim!, the national swimming school founded by Olympic champions Rebecca Adlington and Steve Parry. The issue centres on cancelled lessons and what customers describe as an opaque and difficult system to get their money back.
A Hidden Process for Reclaiming Funds
Swim! operates on a direct debit payment system. When lessons are cancelled by the provider, parents are notified via text or email. However, these notifications do not mention that customers must proactively request a refund by filling out a specific form within a 30-day window.
One parent, who contacted Consumer Champions, reported having inadvertently paid for five cancelled lessons after missing the unadvertised process. "It feels as if they are profiting from parents’ unawareness," the parent stated. This sentiment is echoed by other families who have taken to review platforms like Trustpilot to criticise the school's communication and refund policy.
Terms, Conditions, and Consumer Law
To find the refund clause, customers must navigate six pages of terms and conditions. Even then, the policy is not clear-cut; another clause indicates refunds for provider cancellations are only given in "certain circumstances." While the FAQ section on the Swim! website mentions the process, affected parents argue this is insufficient notice at the point of cancellation.
Consumer lawyer Gary Rycroft has weighed in, suggesting the omission could breach regulations. "Failure to include the process on notifications of cancellations is likely to be an unfair practice under the Consumer Protection from Unfair Trading Regulations 2008," he said. He emphasised that customers are automatically entitled to a refund or price reduction under the Consumer Rights Act, and a company cannot make that right conditional on a hidden procedure.
Swim!'s Response and the Path Forward
When confronted with these legal points, Swim! did not directly address why the refund process is absent from cancellation notices. The company stated, "We do not restrict statutory rights, and any customer who believes they are entitled to a refund can request one easily."
It offered a general commitment to improvement, saying: "We appreciate feedback from customers and consumer advocates and are committed to continuously improving our communication and customer service on this matter."
The situation highlights a common consumer issue where buried terms and poor communication can lead to financial loss. For parents enrolled in similar subscription services, the advice is clear: scrutinise terms and conditions closely and challenge any practice that seems to obscure your statutory rights.
