Service Delivery Procedure

1. Service Overview 

Strokeandglide provides individually arranged swimming instruction services. Each service is organised according to the customer’s stated requirements, preferred arrangements and agreed scope of instruction.

All services are operated and coordinated by Strokeandglide. The service arrangements, applicable fees, estimated schedule and delivery details will be communicated to the customer before the order is confirmed.

2. Enquiry and Quotation

Customers are required to submit an enquiry through the website or contact email to request a quotation.

Following receipt of an enquiry, Strokeandglide will communicate with the customer to assess the requested service, discuss relevant requirements, establish the proposed scope and determine the applicable fees.

A written quotation will then be provided, specifying the proposed service arrangements, total price, deposit amount, outstanding balance and estimated completion schedule.

A quotation does not constitute a confirmed booking until the customer has accepted the proposed terms and the required deposit has been received.

3. Deposit Payment and Order Confirmation

All prices displayed on the website represent initial deposit payments only and do not constitute the full price of the requested service.

Customers must obtain an individual quotation before proceeding with a service order. The deposit amount will be specified in the quotation and deducted from the agreed total service fee.

Once the customer has accepted the quotation and the deposit payment has been received, Strokeandglide will confirm the order and begin arranging the agreed service.

The remaining balance must be paid upon completion of the agreed service, in accordance with the payment arrangements communicated in advance.

4. Service Scheduling and Delivery

After receiving the deposit, Strokeandglide will coordinate the service schedule with the customer.

The agreed delivery arrangements may include the instruction format, session dates, duration, location or online arrangements, where applicable.

Customers are responsible for providing accurate booking information, confirming their availability and attending scheduled sessions at the agreed time.

Any changes to the agreed service scope, session frequency or scheduling requirements must be communicated and mutually agreed in writing. Additional charges may apply where such changes increase the original scope of work.

5. Completion and Final Payment

The service will be considered completed when Strokeandglide has delivered the agreed swimming instruction sessions or fulfilled the service scope specified in the accepted quotation.

Upon completion, Strokeandglide will notify the customer of the outstanding balance.

The customer must settle the remaining amount in accordance with the agreed payment terms. Where the balance remains unpaid, Strokeandglide reserves the right to suspend any outstanding arrangements or additional services until payment has been received.

Payment of the initial deposit alone does not constitute settlement of the full service fee.

6. Changes, Rescheduling and Delays

Customers wishing to change an agreed appointment must contact Strokeandglide as early as reasonably possible.

Rescheduling requests are subject to availability and mutual agreement. Where a customer fails to attend a confirmed session without prior notice, the missed session may be treated in accordance with the cancellation arrangements agreed in the quotation, subject to applicable consumer rights.

If Strokeandglide needs to change an agreed session due to scheduling or operational circumstances, the customer will be notified and an alternative arrangement will be discussed.

Where the original service arrangements can no longer be fulfilled, the parties may agree on an alternative arrangement or an appropriate refund for the undelivered portion.

7. Cancellation and Refunds

Customers may request cancellation by contacting swim@strokeandglide.com and providing their order details.

For customers covered by European consumer legislation, the applicable statutory right of withdrawal for distance service contracts will be respected. This generally provides a 14-day withdrawal period from the date the service contract is concluded.

If a customer expressly requests that service commence during the withdrawal period, and subsequently withdraws before completion, Strokeandglide may charge a proportionate amount for the services already supplied, where permitted by applicable law and where the required prior consent and information have been provided.

Where the service has been fully performed during the withdrawal period, the statutory right of withdrawal may cease only where the customer has given the required prior express consent and acknowledgement.

For cancellations outside the statutory withdrawal period, any refund will be assessed according to the work already completed, the agreed service terms and applicable consumer legislation.

Any refundable amount will be processed within the period required by applicable law.

8. Customer Responsibilities

Customers must provide accurate information when requesting a quotation and arranging swimming instruction.

Customers are responsible for:

• Providing relevant information concerning their swimming experience and requested instruction level.
• Confirming the agreed session schedule and attending appointments punctually.
• Following the agreed arrangements at the selected instruction location.
• Communicating any changes that may affect the scheduled service.
• Settling the outstanding balance according to the agreed payment terms.

Where inaccurate information, repeated non-attendance or failure to fulfil agreed customer responsibilities affects service delivery, Strokeandglide may propose revised arrangements or suspend the affected service, subject to applicable law.

9. Service Records and Communication

Quotation details, deposit confirmations, booking arrangements, changes to agreed services and completion notifications may be communicated through the customer’s registered email address.

Customers should retain relevant correspondence and payment confirmations for their records.

For questions concerning quotations, deposits, appointments, service progress or completion, customers may contact Strokeandglide using the contact information below.

10. Contact Information

Brand: Strokeandglide
Registered Company Name: [Company Legal Name]
Website: www.strokeandglide.com
Email: swim@strokeandglide.com
Registered Address: [XXX]
Telephone: [XXX]