We’re dedicated to providing a safe, inclusive, and successful adaptive aquatic experience for everyone. This page is your one-stop shop for understanding the Swim Angelfish key policies and procedures. They cover everything from registration and cancellation to class etiquette and safety protocols. ​​

These policies will be updated periodically and are in place to create a fun and rewarding experience for all. So, please take a moment to familiarize yourself with these guidelines.

1. Registration & Waitlist Policy

  • All clients must complete the Registration Form for their respective state.
  • If you need help to identify which service is best for your child (Adaptive Swim Lesson or Aquatic Therapy) visit our FAQ page.
  • Once registered you will be placed on a waitlist at your desired location, it is important that you list your availability on the registration form so we can best place you for any appointment that becomes available.
  • To remain active on our waitlist, you must respond to communication from our office staff or instructors which is typically done via email. Please keep your Mindbody contact details up to date while on the waitlist.
  • Registrants can opt in to be notified of last minute, one time, openings referred to as our ‘Cancellation List’, while on our waitlist. This opt in button is listed on the registration form.
  • Our Cancellation List is the list we give to our instructors when they have any last-minute openings in their schedules. One of our instructors will call and introduce themselves and learn about your swimmer so that they can reach out to you if they have a last-minute opening. This can help you get to know the staff, location and services better.
  • Once a permanent spot opens, the scheduling team will reach out to you, based on your number on the Waitlist as well as your availability. The spot may also be offered on a first-come-first serve basis.
  • Before your first lesson/evaluation, you will receive a confirmation email including location information and appointment details.
  • Your assigned Instructor/Aquatic therapist will contact you before the session to learn more about your swimmer.
  • For more assistance, you can contact our scheduling team (office@swimangelfish.com) or call us at (203) 545-0024.

2. Payment Policy

  • A Credit Card is required to be on file prior to the swimmer’s first lesson.
  • Your credit card is securely stored on the MINDBODY software system, which is linked to the swimmer’s account.
  • If you are receiving outside funding, you must set up an account though our billing department (billing@swimangelfish.com) prior to the session.
  • For Swim Lesson registrants, there is a non-refundable annual registration fee per child, outlined on our Pricing page, which will be charged within your first 60 days of being in our program and automatically renews each year on the anniversary of your first lesson. This helps us secure a permanent spot in the program.
  • Please remember to let us know at the office if you need to discontinue, so we can stop the annual renewal payments.
  • Discounted packages for swim lessons are available when you sign up for the auto-renew contract. Please talk to your instructor or Pool Coordinator to sign up for the discounted package. If you need additional help, you can email us at office@swimangelfish.com.
  • View our Pricing and Discounted Packages Information.

3. Financial Responsibility Policy

  • Services will be suspended if there are unpaid invoices without any communication to us regarding your balance. Bills that remain unpaid, following 4 attempts to collect a debt will be subject to legal proceedings.
  • Swim Angelfish allows one financially responsible party per client to be designated prior to treatment sessions.
  • Please note, Swim Angelfish is unable to split payments between multiple parties.
  • The client is ultimately responsible for all charges of rendered services.

Collaboration Meetings

  • Swim Angelfish aquatic therapists and instructors will collaborate with your child’s side team members such as caregivers, therapists, teachers and behavior specialists.
  • If our therapists attend a meeting that is 30 minutes or longer, it will be billed to you at our consultation meeting rate.

Insurance

  • Swim Angelfish is out of network with all insurance companies and requires payment at the time of the services.
  • To set up outside funding please contact the billing department (billing@swimangelfish.com).
  • To learn more please visit our Insurance FAQs.

4. Cancellations & ‘No-Show’s’ Policy

  • Swim Angelfish has a 24-hour cancellation policy for all services.
  • To avoid being charged a cancellation fee, equivalent to the full cost of the lesson, you must inform your instructor of any cancellation at least 24 hours before your child’s scheduled lesson.
  • If your child has a package, one lesson will be deducted if you do not cancel 24 hours prior to the scheduled lesson.
    • We understand families cannot predict sudden illness or unplanned conflicts, and we hope that you understand that our instructors need sufficient notice to fill the gap in their schedule for that day.
  • If you cancel your child’s appointments 3 weeks in a row, you may be removed from the regular schedule and moved to a cancellation spot at the discretion of your swim instructor and be called on a week-to-week basis with openings.
  • All cancellations/appointment changes must be in writing to your allocated instructor/therapist.
    • NOTE: The office email/phone line is not monitored outside of office hours including weekends.

Coverage

  • At times, instructors and therapists will take time for personal, vacation, or sick time. When these impacts scheduled appointments, Swim Angelfish will notify you as soon as possible and provide coverage whenever possible.

No-Show

  • A ‘No-Show’ is a swimmer who failed to be present at their scheduled appointment.
  • After three missed sessions within six months, we may need to temporarily adjust your lesson or therapy schedule to accommodate your needs. Otherwise, your permanent spot may be offered to another swimmer on the waitlist.

5. Inclement Weather Policy

  • If you believe the weather is going to be too dangerous to travel, please contact your instructor directly to cancel 24 hours in advance.
  • When inclement weather is forecasted and deemed unsafe to travel, Swim Angelfish will cancel lessons and therapy.
  • Decisions to cancel lessons will be based on factors including local weather forecast, road conditions and facility safety.
  • The office will send notifications about cancellations due to inclement weather to the email address associated with the Mind Body account. Please make sure you “opt-in” for notifications, so you don’t miss anything important from us!

6. Sickness/Illness Policy

  • While we acknowledge that illnesses cannot be predicted, we kindly request that parents or guardians provide our staff with at least 24 hours’ notice whenever possible if a swimmer is unable to attend a scheduled appointment.
  • Based on the CDC guidelines your swimmer must be symptom-free for 24 hours, without the use of medications including Tylenol. Sessions will not occur if your child has exhibited any one of the following symptoms within the last 24 hours:
    • Fever of 99º or higher
    • Diarrhea (runny, watery or bloody stools)
    • Vomiting (twice or more in 24 hours)
    • Body rash with fever
    • Sore throat with fever and swollen glands
    • Severe coughing
    • Eye discharge (thick mucus draining from eye, or pink eye)
    • Yellowish skin or eyes
    • Upper respiratory illness such as bronchitis or influenza
    • Chicken pox (until all blisters have dried and formed scabs)
    • Bacterial infection (Impetigo, Strep Throat, etc.)
    • Viral infection
    • Any parasitic infestation (Lice, Scabies, etc.)
    • Extreme irritability, exhaustion, or continuous crying
    • COVID positive with symptoms in the 10-day period.
  • Covid specific guideline: If your swimmer has been exposed to COVID-19.
    • If your swimmer has been directly exposed to COVID-19 (Caregiver, sibling, etc.), the swimmer should pause lessons until all members of the household test negative with no symptoms or reach 5-days.
    • If your swimmer has been indirectly exposed to COVID-19 (School/Community class), they may participate in the session if they have a negative test and no symptoms.
    • If your swimmer tests positive for COVID-19, then the swimmer should pause lessons until all members of the household test negative with no symptoms or reach 5-days.
    • These guidelines are based on the CDC’s current Isolation and Precautions for People with COVID-19.

Medical Leave

  • If your child needs to be placed on medical leave due to surgery, precautions that limit swimming, or a sickness/illness lasting over 3 weeks, please contact the scheduling/office manager to discuss pausing services.
  • Swim Angelfish will not be able to hold your spot if you are going to be out for more than a month but can make you a priority for the next available spot.

7. Behavior & Safety Policy

Behaviors

  • We wish to provide a welcoming, safe and inclusive environment at Swim Angelfish.
  • We expect our Swim Angelfish family (including clients, swim instructors, facility staff etc.) to behave appropriately so that we can ensure a great experience for everyone.
  • Please supervise your child (ren) and any siblings in the pool area.
  • The pool deck is slippery, so there is no running allowed on the deck.
  • If an instructor/therapist deems a lesson to be unsafe due to swimmer’s behaviors, they will take to the parent/caregiver directly and notify the management team. Together we will collaborate and problem-solve with other team members such as your child’s caregivers, therapists and behavior specialists to develop a plan to overcome the specific behavior.
  • If the management team finds any session puts the swimmer or staff member at risk, a pause in services may be required before returning. We will then reschedule a trial lesson upon return, before a permanent spot is re-allocated.

Drop off/Pick Up

  • Please hold your child’s hand on the pool deck and walk them to their swim instructor at the start of each lesson.
  • Please meet your instructor or therapist at the entrance of the pool when the session is over and take their hand as you walk to the changing area.
  • If you need to leave during your child’s scheduled appointment time, you must arrive 5 minutes before the end of the session. If you return late, you will not be able to leave the premises again during your child’s therapy session.
  • At any time, the swim instructor/therapist may request that you stay on the pool deck for the entirety of the session to assist with safety due to a Lifeguard not being present, behaviors, or tardiness when picking up the swimmer at the end of a session.
  • Once the child’s lesson is over, they are expected to leave the pool.

Family Swim

  • Free/family swim is only allowed at locations where you are a member, or when you have purchased a day pass. This is not a part of Angelfish Therapy or the Swim Whisperers® program.
  • If you’d like a sibling to swim at the same time as their brother or sister, please let us know and we can arrange a swim lesson for them at that time.

Health

  • Please inform your instructor/therapist of any medical precautions.

8. Pool Contamination & “Code Brown” Policy

  • The facilities that we utilize for our sessions and lessons all have strict “poop in the pool” policies and will charge a fee to cover maintenance costs and shut down of the pool if there is an accident. When this occurs, these costs will be passed on to the family responsible.
  • If there is a pool contamination incident (i.e. poop, vomit or other bodily fluids) deeming the pool unsafe, all swimmers will be asked to leave the pool immediately. Instructors and Therapists are directed to follow the facility rules and will update families on what to do next.
  • To prevent this type of accident, please ensure your child is wearing a swim diaper plus a tight-fitting swimsuit or a second reusable diaper.
  • See Information about Reusable Swim Diapers.

9. Towels & Changing Areas Policy

  • Please bring a towel from home for your child.
  • You may use the family changing areas of the facilities unless otherwise specified.
  • Please follow the facility policies for age limits in the gender locker rooms.

10. Summer Session Policy

  • Swim Angelfish offers a ‘Summer Session’ where current clients are able to pause for the summer and resume in the fall pending Swim Angelfish has the same pool/staff availability
  • Clients on our waitlist are then able to be offered an 8-week summer session. After the summer, depending on availability, they may be able to be placed in a fall spot.
  • Swimmers who are planning on taking more than 3 weeks offer during the summer session are encouraged to take the summer off to allow other families to take a summer spot.

11. Personal Information Policy

  • If there are changes to your insurance, address, phone number or email, please let our staff know. We will update your file immediately.
  • Additionally, if there are any medical changes or updates (i.e., medication, diagnosis, new doctor/therapist, surgery, etc.) please inform your aquatic therapist so they can be aware and make any accommodation if necessary.