FAQ & Policy
1. About Our Services
Q1: What services does Strokeandglide provide?
We provide individually arranged swimming instruction for different experience levels and learning requirements. Services may include introductory lessons, basic swimming skills, stroke practice and structured swimming sessions.
Q2: Are the lessons arranged according to individual requirements?
Yes. Each enquiry is reviewed according to the customer’s swimming experience, requested learning objectives, preferred schedule and lesson requirements. The proposed arrangements are discussed before a quotation is issued.
Q3: How do I enquire about swimming instruction?
You can submit an enquiry through our website or email us at swim@strokeandglide.com. Please include your preferred lesson type, current swimming experience and availability so that we can understand your requirements.
2. Quotations and Pricing
Q4: Are the prices displayed on the website the full service fees?
No. Prices displayed on our website represent initial deposit amounts only. They are not the full cost of the swimming instruction service.
Q5: How can I obtain the full service price?
Please submit an enquiry first. We will communicate with you to assess your requirements and discuss the proposed arrangements. An individual quotation will then be provided, showing the total service fee, required deposit and outstanding balance.
Q6: Does the quotation include all agreed service fees?
The quotation will specify the agreed service scope and applicable charges. Any additional sessions or changes that affect the original service fee will be discussed and agreed before further arrangements are made.
Q7: How long is a quotation valid?
Each quotation will state its applicable validity period. Customers should accept the quotation within that period to proceed with the proposed arrangements.
3. Deposits and Payments
Q8: Why do I need to pay a deposit?
The initial deposit confirms your acceptance of the quoted service arrangements and allows us to proceed with booking coordination.
Q9: How does the payment process work?
Our payment process consists of five stages:
- Submit a quotation request.
- Discuss and assess your swimming instruction requirements.
- Accept the quotation and pay the specified deposit.
- Attend and complete the agreed swimming instruction sessions.
- Pay the remaining balance upon completion.
Q10: Will the deposit be deducted from the total service fee?
Yes. The deposit is credited towards the total amount stated in your accepted quotation. Only the remaining balance is payable after the agreed service has been completed.
Q11: When is the remaining balance due?
The outstanding balance is payable upon completion of the agreed service, according to the payment arrangements stated in your quotation.
Q12: Will I receive payment confirmation?
Yes. Payment and booking confirmations will be sent to your registered email address once the relevant transaction and booking arrangements have been confirmed.
4. Booking and Scheduling
Q13: When is my booking confirmed?
Your booking is confirmed after you have accepted the quotation, paid the required deposit and received confirmation of the agreed arrangements.
Q14: Can I change my lesson schedule?
You may request a schedule change by emailing swim@strokeandglide.com. Changes are subject to availability and mutual agreement.
Q15: What happens if I cannot attend a scheduled lesson?
Please notify us as early as possible. The appointment may be rearranged subject to availability and the cancellation terms agreed at booking.
Q16: Where will the swimming lessons take place?
The location will be discussed and confirmed during the quotation and booking process. The agreed venue and session arrangements will be communicated before the booking is finalised.
5. Cancellations and Refunds
Q17: Can I cancel my booking?
Yes. Cancellation requests should be submitted in writing to swim@strokeandglide.com, including your name and booking reference.
Q18: Are deposits refundable?
Refund eligibility depends on the stage of service delivery, the accepted quotation and applicable consumer legislation. A deposit is not automatically non-refundable. Any eligible refundable amount will be assessed accordingly.
Q19: Do European customers have a 14-day cancellation right?
For qualifying distance service contracts, consumers in the European Union generally have a statutory 14-day withdrawal period beginning when the contract is concluded.
Where a customer expressly requests that services begin during this period, charges for services already supplied may apply in accordance with applicable legislation.
Where the service has been fully completed during the withdrawal period, the statutory exception applies only where the required prior express consent and acknowledgement have been obtained.
Q20: What happens if a scheduled service cannot be provided?
If we are unable to deliver an agreed service, we will contact the customer to discuss rescheduling or another suitable arrangement. Where the service cannot be provided and no alternative is accepted, the refundable amount for the undelivered portion will be handled in accordance with applicable law.
Q21: How long do refunds take?
Approved refunds will be arranged using the original payment method unless another method has been expressly agreed. Statutory refund deadlines will be observed, including applicable European withdrawal refund periods.
6. Customer Information and Communication
Q22: What information should I provide when making an enquiry?
Please provide your name, email address, swimming experience, preferred lesson schedule and a description of the instruction requested. This information helps us prepare an appropriate quotation.
Q23: How can I check the progress of my booking?
You may contact us by email and include your booking reference. We can assist with information concerning your quotation, deposit, appointment arrangements and service progress.
Q24: How will my personal information be handled?
Customer information is handled in accordance with our Privacy Policy and applicable Singapore and European data protection requirements. Information is used for enquiries, quotations, bookings, payments and related customer communications.
Q25: How quickly will I receive a response?
We aim to respond to customer enquiries within one business day. Messages received outside normal business hours, weekends or public holidays will generally be addressed on the next business day.
7. Contact Information
Brand Name: Strokeandglide
Registered Company Name: [Company Legal Name]
Website: www.strokeandglide.com
Email: swim@strokeandglide.com
Registered Address: [XXX]
Telephone: [XXX]
Country of Registration: Singapore
For further information about our swimming instruction services, quotations, bookings or payment arrangements, please contact us by email.