Swim Angelfish Services Policies & Procedures

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.

Last updated: April 16, 2025

• All clients must create a Mindbody Profile (per family member) and complete the full 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 you create an account for your family member and are 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 profile 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 group of names we send weekly one time swim lesson and therapy openings to. 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.

• A Credit Card is required to be on file prior to the swimmer’s first appointment.
• 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 clients, 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 email the office to sign up for the discounted package.
• View our Pricing and Discounted Packages Information.

• 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.

To ensure fairness to our instructors and other clients, Swim Angelfish maintains a strict 24-hour cancellation policy for all services. By booking an appointment, you agree to the following terms:

24-Hour Notice Requirement

• A minimum of 24 hours’ notice is required to cancel or reschedule any scheduled appointment.
• The 24-hour period is calculated from the scheduled appointment time. For example, if your lesson is at 3:00 PM on Friday, you must cancel or reschedule by 3:00 PM on Thursday.

Cancellation Procedures:

CT/NY Region

• To avoid a cancellation fee, you must cancel your appointment through one of the following methods more than 24 hours before your scheduled appointment:
  • Log in to your Mindbody profile and cancel the appointment directly.
  • Send an email to cancel@swimangelfish.com
• Cancellations made via any other method, including phone calls or text messages, will not be accepted.

MA/NH Region

• To avoid a cancellation fee, you must notify your instructor directly via email more than 24 hours before your scheduled appointment.
• It is the clients responsibility to ensure the instructor has confirmed receipt of the email.

Time of Cancellation

• The time of cancellation will be determined by the timestamp on the Mindbody system or the time the email is received by our server.

Cancellation Fee for ‘Late Cancel’

• Failure to provide 24 hours’ notice is considered a ‘Late Cancel’. This will result in a cancellation fee according to the type of service appointment that had been scheduled. Follow the appropriate link to view the Swim Lesson Cancellation Fee or Aquatic Therapy Cancellation Fee.
• This cancellation fee will be automatically charged to the payment method on file.
• Failure to pay the cancellation fee may result in the suspension of future booking privileges.
• If you have a swim lesson package, one lesson will be deducted.

Fee for a ‘No-Show’

• A ‘No-Show’ is a swimmer who failed to be present at their scheduled appointment.
• Failure to attend a scheduled appointment without any prior notice (a ‘No-Show’) will result in a charge equivalent to the cost of the scheduled appointment.
• The ‘No-Show’ fee will be automatically charged to the credit card on file.
• After three ‘No-Show’ 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.

Rescheduling

• Rescheduling an appointment within 24 hours of the scheduled time is considered a cancellation and will incur the full lesson fee.
• Rescheduling an appointment, by providing notice outside of the 24-hour window, is subject to instructor and time slot availability.

Client Responsibility and Schedule Management

• While reminder notifications may be sent, it is the client’s sole responsibility to remember and attend their scheduled appointments.
• 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.
• Should you cancel your appointments for three consecutive weeks, you may be removed from your permanent scheduled spot and placed on the Standby List, where you will be notified weekly of last-minute openings.

Coverage

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

Office Hours and Communication

• NOTE: The office email/phone line is not monitored outside of office hours, including weekends.
• By booking, you acknowledge that you have read, understood, and agree to this cancellation policy.

• If you believe the weather is going to be too dangerous to travel, you can cancel your appointment without a fee 24 hours in advance using the standard cancellation process.
• 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!

• While we acknowledge that illnesses cannot be predicted, we kindly request that parents or guardians provide us with at least 24 hours’ notice whenever possible if a swimmer is unable to attend a scheduled appointment.
• CDC recommends that you can return to normal activities within 24 hours from symptoms, when you are improving, and have been fever free without fever-reducing medicine. There are no more restrictions to being exposed to COVID. 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
• Please note, the CDC no longer has guidelines for COVID exposure, please follow policy above if your swimmer tests positive.

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.

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 talk 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 swimmer’s lesson is over, they are expected to leave the pool.
• Our swim instructors and therapists will gladly assist your swimmer to enter and exit the pool.
• If the swimmer requires physical assistance to transition to the locker room, a caregiver will be needed to provide support.
• Swim instructors cannot accompany swimmers into the bathroom or changing area due to privacy regulations. Please ensure enough support is provided for your swimmer in this instance.
• Our therapists may assist with Assisted Daily Living (ADL) tasks only if it’s specifically included in the client’s personalized treatment plan that we have developed.
• Swim Angelfish staff are always happy to problem-solve ideas to assist with smooth transitions, please talk to your instructor or therapist about your needs.

Pre-Swim Meal Guidelines

• To ensure a safe and effective swim lesson or aquatic therapy session, we recommend the following guidelines regarding meals prior to participation:
  • Timing: Participants should avoid consuming a large meal at least 1-2 hours before their swim lesson or therapy session.
  • Light Snacks: If you feel hungry, a light snack (such as a piece of fruit or yogurt) is acceptable 30-60 minutes prior to your session.
  • Hydration: Stay hydrated by drinking water before your lesson, but avoid excessive intake immediately before entering the water.

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.

• 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 pool shutdown if there is an accident. When this occurs, a flat fee of $300 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.
• If a diaper is worn at any time, even if it’s only in at night, it must be worn in the pool.
• See Information about Reusable Swim Diapers – adult and pediatric sizes.

• 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.

• 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.

• If there are changes to your insurance, address, phone number or email, lease login to your Mindbody profile to update your information.
• 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.