AQUA S.T.A.R. SWIM LESSONS LTD.
CLIENT CANCELLATION, RESCHEDULING & REFUND POLICY

Effective Date: February 5, 2026

POLICY OVERVIEW

This Cancellation, Rescheduling, and Refund Policy governs all lesson packages, subscriptions, and services purchased through Aqua S.T.A.R. Swim Lessons Ltd. (operating as “Aquastar”). By purchasing lessons or services through our platform, you acknowledge that you have read, understood, and agree to be bound by this policy in its entirety.

This policy is incorporated into and forms part of our Terms of Service. Aquastar reserves the right to modify this policy at any time with notice to active clients. Modifications apply to packages purchased after the effective date of changes.

1. LESSON RESCHEDULING

1.1 Client-Initiated Rescheduling

Clients may request to reschedule lessons through the Aquastar online booking portal, subject to instructor availability. Rescheduling requests must be submitted a minimum of twenty-four hours before the originally scheduled lesson time.

Rescheduling requests submitted with proper twenty-four-hour notice will not result in lesson credit deduction. The lesson will be rescheduled to a mutually agreed-upon alternative date and time based on instructor availability and client preferences.

Rescheduling requests submitted less than twenty-four hours before the scheduled lesson time are subject to the Late Cancellation Policy outlined in Section 2.2 and may result in forfeiture of lesson credit.

1.2 Instructor-Initiated Rescheduling

If your assigned instructor needs to reschedule a lesson due to a personal emergency, illness, vehicle breakdown, or other unavoidable circumstances, Aquastar will notify you as soon as possible and offer the following options:

OPTION A: Reschedule the lesson with the same instructor at a mutually convenient alternative date and time with no charge or credit deduction.

OPTION B: Accept a lesson with an alternative Aquastar instructor at the original time scheduled or an alternative time, with no charge or credit deduction.

OPTION C: Retain the lesson credit in your account for future use with no
expiration penalty.

Instructor-initiated rescheduling does not constitute a breach of the service agreement, as instructors are independent contractors who may experience unavoidable schedulingconflicts. Aquastar makes reasonable efforts to provide advance notice and minimize client inconvenience.

1.3 Recurring Schedule Modifications

Clients with established recurring weekly schedules (same day and time each week) may request permanent schedule modifications by contacting their instructor through the platform messaging system or Aquastar client services at info@aquastarcanada.com.

Permanent schedule changes are subject to instructor availability at the requested new time slot. If the instructor cannot accommodate the requested new schedule, the client may choose an alternative instructor with availability at the desired time or maintain the current schedule.

2. LESSON CANCELLATION POLICY

2.1 Advance Cancellation (24+ Hours Notice)

Clients may cancel individual lessons by providing a minimum of twenty-four hours’ advance notice through the Aquastar booking portal. Cancellations submitted with proper advance notice will not result in lesson credit deduction. The cancelled lesson credit remains in your account for future rescheduling.

The advance notice period is calculated from the scheduled lesson start time. For example, a lesson scheduled for Saturday at 10:00 AM requires cancellation submission by Friday at 10:00 AM or earlier to qualify as an advance cancellation.

Cancelled lessons may be rescheduled, subject to instructor availability. Lesson credits do not expire and may be used at any time while your account remains active (see Section 5.1 for package expiration terms).

2.2 Late Cancellation (Less Than 24 Hours’ Notice)

Cancellations submitted less than twenty-four hours before the scheduled lesson time are considered late cancellations and will result in the forfeiture of one lesson credit from your package or subscription.

Late cancellation policy recognizes that instructors have reserved time specifically for your lesson and have declined other booking opportunities during that time slot. Forfeited lesson credits compensate instructors for their reserved availability and cannot be recovered or reinstated.

Late cancellations are processed automatically upon submission through the booking portal. One lesson credit is immediately deducted from your account balance.

2.3 No-Show Policy

Failure to appear for a scheduled lesson without any advance cancellation notice constitutes a no-show. No-shows result in forfeiture of one lesson credit plus a thirty-dollar no-show administrative fee.

The thirty-dollar no-show fee covers instructor compensation for reserved time, administrative processing costs, and opportunity costs from declining alternative bookings. No-show fees are charged to the payment method on file within three business days of the no-show occurrence.

Lesson credits forfeited due to no-shows cannot be recovered, refunded, or reinstated under any circumstances. No-show fees are non-refundable.

EXCEPTIONS TO NO-SHOW POLICY:
No-show fees may be waived in cases of documented medical emergency, serious family emergency, or other extraordinary circumstances beyond the client’s control. Clients must contact Aquastar client services at info@aquastarcanada.com within twenty-four hours of the no-show occurrence with documentation of emergency circumstances. Waiver requests are evaluated case-by-case at Aquastar’s sole discretion.

2.4 Excessive Cancellation Pattern

Aquastar reserves the right to suspend booking privileges or terminate the client accounts that demonstrate patterns of excessive late cancellations or no-shows. Excessive cancellation is defined as four or more late cancellations or no-shows within any sixty-day period.

Clients approaching the excessive cancellation threshold will receive a warning notice providing an opportunity to improve attendance. Continued excessive cancellation after warning may result in account suspension, the requirement to purchase a single lessons rather than packages, or account termination with a refund processed per Section 4.

3. FORCE MAJEURE AND SERVICE INTERRUPTIONS

3.1 Weather-Related Cancellations

Lessons cancelled due to severe weather conditions (lightning, extreme cold, high winds, heavy snow) are rescheduled at no charge to the client with no lesson credit deduction. Weather-related cancellation decisions may be made by the instructor, facility management, or Aquastar based on safety assessment.

For outdoor pool lessons, weather appropriateness is determined by the instructor’s professional judgment. Clients will be notified as early as possible when weather conditions warrant cancellation. Rescheduling is arranged at a mutually convenient alternative date.

Weather-related cancellations do not constitute service failure or breach of agreement. Swimming instruction is inherently weather-dependent for outdoor locations, and safety takes priority over schedule adherence.

3.2 Facility Closures and Access Issues

Lessons cancelled due to facility closure (power outage, maintenance emergency, pool equipment failure, facility policy changes, pandemic-related closures) are rescheduled at no charge with no lesson credit deduction.

If facility closure affects multiple scheduled lessons, Aquastar will work with clients to arrange make-up lessons at alternative facility locations when possible or reschedule at the original facility when access is restored.

Clients may request lesson credits or a refund for unused lessons if facility closure extends beyond thirty consecutive days and alternative facility arrangements cannot be made. Refund requests are processed per Section 4, with the administrative fee waived for facility closure circumstances.

3.3 Instructor Illness or Emergency

If the instructor is unable to conduct the lesson due to illness, injury, family emergency, or other personal circumstances, Aquastar will attempt to arrange a substitute instructor or offer rescheduling options as outlined in Section 1.2.

Instructor illness or emergency does not entitle the client to a refund, but the client retains full lesson credit for rescheduling with the same instructor after recovery or with an alternative instructor.

3.4 Pandemic, Public Health Orders, or Government Restrictions

In the event of pandemic-related restrictions, public health orders, or government mandates that prohibit swimming lessons or pool access, Aquastar will implement the following options:

OPTION A: Suspend lesson packages with full credit preservation until restrictions are lifted, with no expiration penalty during the suspension period.

OPTION B: Offer virtual consultation sessions or dry-land skill development sessions as partial substitution where feasible.

OPTION C: Process refunds for unused lessons with the administrative fee waived due to extraordinary circumstances.

Aquastar is not liable for service interruptions caused by government action, public health mandates, or force majeure events beyond our reasonable control.

4. REFUND POLICY

4.1 General Refund Terms

Aquastar offers refunds for unused lesson credits, subject to a twenty-five percent administrative processing fee. The administrative fee covers payment processing costs, booking system overhead, customer service resources, and opportunity costs from reserved instructor time.

Refund requests must be submitted in writing to info+billing@aquastarcanada.com
including client name, package purchase date, reason for refund request, and preferred refund method (original payment method or account credit).

Refund processing typically takes ten to fifteen business days from request approval. Refunds are issued to the original payment method unless the client requests an alternative arrangement.

4.2 Refund Calculation Method

Refunds are calculated based on unused lesson credits remaining in the package after deducting lessons already completed at single-lesson pricing rates.

CALCULATION FORMULA:
1. Determine the number of lessons already completed from the package
2. Calculate the cost of completed lessons at the current single-lesson rate
3. Subtract completed lesson costs from the total package purchase price
4. Apply a twenty-five percent administrative fee to the remaining balance
5. Issue a refund for the net remaining balance

EXAMPLE CALCULATION:

• Client purchased a 10-lesson package for $850
• Client completed 4 lessons before requesting a refund
• Current single-lesson rate is $95
• Completed lessons cost: 4 × $95 = $380
• Remaining package value: $850 – $380 = $470
• Administrative fee (25%): $470 × 0.25 = $117.50
• Refund amount: $470 – $117.50 = $352.50

This calculation method ensures clients are charged fair single-lesson rates forservices received while recovering unused package value minus administrative costs.

4.3 Non-Refundable Items

The following items are non-refundable under all circumstances:

• Completed lessons (lessons already delivered and logged cannot be refunded)
• Trial assessment sessions (complimentary sessions are not eligible for refund)
• No-show administrative fees (thirty-dollar fees charged for missed lessons)
• Late cancellation forfeitures (lesson credits lost due to inadequate notice)
• Distance fees for completed mobile lessons (travel charges for services delivered)
• Package upgrade fees (seventy-five-dollar charges for plan modifications)
• Promotional discounts or bonus lessons (special offers are final upon redemption)

4.4 Refund Request Timeframe

Refund requests must be submitted within twelve months of the package purchase date. Packages purchased more than twelve months prior are not eligible for refund, but lesson credits remain valid for use indefinitely.

This twelve-month limitation encourages timely refund requests while maintaining operational efficiency and financial planning predictability for Aquastar.

4.5 Refund Denial Circumstances

Aquastar reserves the right to deny refund requests in the following circumstances:

• Client has a pattern of purchasing packages, using partial lessons, then requesting refunds (abuse of refund policy)
• Refund request is made in bad faith or for fraudulent purposes
• Client has outstanding no-show fees or late cancellation debts
• Client violated Terms of Service or engaged in inappropriate conduct toward instructors
• Refund request is submitted more than twelve months after the package purchase

Refund denial decisions may be appealed to info+management@aquastarcanada.com with an explanation of the circumstances. Appeals are reviewed within ten business days.

5. PACKAGE TERMS AND MODIFICATIONS

5.1 Package Expiration and Credit Validity

Lesson packages purchased through Aquastar do not expire. Unused lesson credits remain valid indefinitely, provided the client account remains active and in good standing.

ACCOUNT ACTIVE STATUS requires the client to book or complete a minimum of one lesson within any consecutive eighteen-month period. Accounts with no lesson activity
For eighteen consecutive months may be deemed inactive and lesson credits may be subject to expiration notice.

Clients with inactive accounts will receive a ninety-day notice before any lesson credit expiration. Clients may prevent expiration by booking a lesson during the ninety-day notice period or contacting client services to request account reactivation.

5.2 Package Upgrade and Modification

Clients may upgrade existing packages by adding additional lessons, adding additional swimmers (converting private to semi-private or small group), or changing lesson specialization types. Package upgrades incur a seventy-five-dollar administrative processing fee.

The seventy-five-dollar upgrade fee covers instructor coordination, schedule rearrangement, payment processing adjustments, and administrative overhead for modifying existing service agreements.

UPGRADE EXAMPLES:

• Adding 5 lessons to the existing package: $75 upgrade fee + cost of 5 additional lessons
• Converting private lessons to semi-private (adding second child): $75 upgrade
  fee + price difference for semi-private rate
• Switching from standard mobile to autism-specialized instruction: $75 upgrade fee + any price difference

Package upgrades are encouraged over refund-and-repurchase, as upgrades avoid the twenty-five percent refund administrative fee and preserve original package pricing.

5.3 Downgrade Restrictions

Package downgrades (reducing the number of lessons, converting semi-private to private, changing specialization to a lower-cost option) are processed as partial refunds subject to Section 4 refund terms, including a twenty-five percent administrative fee.

Aquastar discourages downgrades due to administrative complexity and recommends that clients carefully select the appropriate package size and type during initial purchase.

5.4 Transfer to Alternative Client

Lesson packages are non-transferable to alternative clients. Packages purchased for specific student(s) may only be used by those registered students. Transfer requests to alternative family members, friends, or third parties will be denied.

EXCEPTION: Within the immediate family household, clients may request to transfer unused lesson credits from one child to a sibling, subject to a seventy-five-dollar administrative transfer fee. Transfer requests must be submitted to
info@aquastarcanada.com with an explanation of the circumstances.

5.5 Instructor Reassignment

Clients may request reassignment to an alternative instructor at any time without penalty or fee. Instructor reassignment does not affect package validity, lesson credit balance, or pricing terms.

Requests for instructor reassignment should be submitted through platform messaging or to info@aquastarcanada.com. Aquastar will facilitate matching with an alternative instructor based on client preferences, availability, and service area.

Clients are not required to provide a reason for the reassignment request. Aquastar respects client autonomy in selecting an instructor who best meets their learning needs, preferences and scheduling needs.

6. TRIAL ASSESSMENT POLICY

6.1 Trial Assessment Terms

Complimentary thirty-minute trial assessment sessions are offered to prospective clients to evaluate instructor compatibility and service quality before committing to paid package purchase.

Trial assessments are free of charge to clients and do not require payment information or a credit card on file. Trial sessions are not deducted from any future package purchased.

Trial assessments are offered once per prospective client household. Clients who complete the trial and choose not to purchase the package are not eligible for additional trial sessions if they reconsider at a later date.

6.2 Trial Cancellation and No-Show

Trial assessment cancellations require a minimum of twenty-four hours’ advance notice. Cancellations with proper notice may be rescheduled one time to an alternative date.

Trial assessment no-shows (failure to appear without advance notice) forfeit the complimentary trial opportunity. Clients who no-show for scheduled trial assessmentare not eligible to reschedule trial and must purchase a paid package if they wish to proceed with lessons.

This policy ensures that instructor time is respected and trial opportunities are extended to genuinely interested prospective clients.

7. PAYMENT AND BILLING POLICIES

7.1 Payment Methods and Processing

Aquastar accepts payment via credit card (Visa, MasterCard, American Express), debit card, and email money transfer. All payments are processed securely through Aquastar’s payment processing platform.

Payment is required in full at the time of package purchase. Lessons are not delivered until payment is successfully processed and cleared.

7.2 Failed Payment and Account Holds

If the payment method on file fails for any reason (expired card, insufficient funds, payment decline), the client account will be placed on hold, and no additional lessons may be booked until the payment issue is resolved.

Clients with payment failures will receive notification via email with instructions for updating payment information. Lessons already scheduled at the time of payment failure will be honoured, but new bookings cannot be processed until the account is in good standing.

7.3 Subscription Billing

Monthly subscription clients are billed automatically on the same date each month for their subscription plan. Subscription charges are processed three days before the subscription renewal date.

Subscription cancellations must be submitted a minimum of five days before the next billingdate to avoid charges for the upcoming month. Cancellations submitted with less than five days’ notice will be processed for the following billing cycle.

Unused lessons from subscription month do not roll over to subsequent months unless the client has purchased the rollover option. Standard subscriptions operate on a use-it-or-lose-it monthly allocation.

7.4 Disputed Charges and Chargebacks

Clients who dispute charges or initiate chargebacks through their credit card company, without first attempting to resolve the matter with Aquastar, will have their accounts immediately suspended pending dispute resolution.

Aquastar maintains detailed records of all lesson bookings, completions, cancellations, and communications. Frivolous chargebacks or disputes contradicted by platform records may result in permanent account termination and referral to collections for any outstanding balances.

Clients with legitimate billing concerns should contact info+billing@aquastarcanada.com for resolution before initiating credit card disputes.

8. LIABILITY LIMITATIONS AND DISCLAIMERS

8.1 Swimming Instruction Inherent Risks

Swimming instruction involves inherent risks, including but not limited to risk of drowning, injury from slipping on the pool deck, injury during water activities, allergic reactions to pool chemicals, and exacerbation of pre-existing medical conditions.

By purchasing lessons, clients acknowledge these inherent risks and agree that Aquastar and its independent contractor instructors maintain appropriate safety protocols, but cannot eliminate all risks associated with aquatic activities.

8.2 No Guarantee of Results

Aquastar and its instructors do not guarantee specific learning outcomes, skill acquisition timelines, or achievement of particular swimming competencies. Progress in swimming instruction varies based on individual student age, physical abilities, prior experience, learning style, and effort invested.

Refunds will not be provided based on client dissatisfaction with the rate of progress or failure to achieve specific swimming milestones within expected timeframes.

8.3 Medical Conditions and Health Disclaimers

Clients are responsible for disclosing all relevant medical conditions, physical limitations, disabilities, allergies, and health concerns that may affect safe participation in swimming lessons.

Instructors are not medical professionals and cannot provide medical advice or diagnose medical conditions. Clients should consult with physicians before beginning swimming instruction if they have concerns about health suitability for aquatic activities.

Aquastar and its instructors are not liable for injury or health complications arising from undisclosed medical conditions or the client’s failure to follow medical advice regarding swimming participation.

8.4 Independent Contractor Relationship

Swimming instructors providing lessons through the Aquastar platform are independent contractors operating their own businesses, not employees or agents of Aquastar. Aquastar provides platform services connecting clients with qualified instructors, but does not control instructors’ teaching methods or service delivery.

Clients acknowledge that instructors maintain independent professional judgment regarding lesson content, curriculum design, and instructional techniques. Client
dissatisfaction with specific teaching approaches should be addressed through instructor reassignment (Section 5.5) rather than refund requests.

8.5 Limitation of Liability

To the maximum extent permitted by law, Aquastar’s total liability for any claims arising from the lesson services shall not exceed the total amount paid by the client for the specific package or subscription from which the claim arises.

Aquastar is not liable for indirect, incidental, consequential, or punitive damages,  including lost time, emotional distress, or opportunity costs. Aquastar’s liability is limited to direct damages only.

9. PRIVACY AND CONSENT

9.1 Personal Information Collection

Aquastar collects personal information, including client names, contact information, addresses, payment information, and student health/medical background, necessary for providing swimming instruction services.

Personal information is protected under Aquastar’s Privacy Policy and applicable British Columbia privacy legislation (Personal Information Protection Act). Information is used solely for service delivery, communication, and platform operations.

9.2 Photo and Video Consent

Aquastar and its instructors may occasionally photograph or video record lessons for instructional purposes, progress documentation, or marketing materials.

Clients who do not consent to photography or video recording must notify Aquastar in writing at info@aquastarcanada.com. Opt-out requests will be honoured and communicated to the assigned instructor.

Clients who consent to photography acknowledge that images may be used in Aquastar marketing materials, website, social media, or promotional content without additional compensation.

10. DISPUTE RESOLUTION AND GOVERNING LAW

10.1 Informal Resolution Requirement

Clients with concerns, complaints, or disputes regarding lesson services, billing, Or policy interpretation must first attempt informal resolution by contacting Aquastar client services at info@aquastarcanada.com or info+management@aquastarcanada.com.

Aquastar commits to responding to client concerns within three business days and working in good faith toward a mutually acceptable resolution.

10.2 Mediation

If informal resolution is unsuccessful, either party may initiate mediation by providing written notice to the other party. Mediation will be conducted by a neutral mediator mutually agreed upon by both parties.

Mediation costs are split equally between the client and Aquastar. Mediation proceedings are confidential and without prejudice.

10.3 Arbitration

If mediation does not resolve the dispute within sixty days, either party may initiatebinding arbitration in accordance with the British Columbia Arbitration Act and BC International Commercial Arbitration Centre (BCICAC) rules.

Arbitration will be conducted by a single arbitrator in British Columbia. An arbitration award is final and binding and may be enforced in any court of competent jurisdiction.

10.4 Governing Law and Jurisdiction

This Cancellation, Rescheduling, and Refund Policy is governed by the laws of British Columbia and the federal laws of Canada applicable therein. Any disputes will be resolved in the British Columbia courts.

10.5 Severability

If any provision of this policy is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. Invalid provisions shall be modified to the minimum extent necessary to make them valid and enforceable while preserving original intent.

11. POLICY ACCEPTANCE AND MODIFICATIONS

11.1 Binding Agreement

By purchasing lessons or services through the Aquastar platform, clients acknowledge that they have read, understood, and agree to be bound by this Cancellation, Rescheduling, and Refund Policy in its entirety.

This policy is incorporated into and forms part of Aquastar’s Terms of Service. Package purchase constitutes acceptance of all terms and conditions herein.

11.2 Policy Modifications

Aquastar reserves the right to modify this policy at any time upon notice to active clients. Policy modifications will be posted on the Aquastar website and communicated via email to clients with active packages or subscriptions.

Policy modifications apply to packages purchased after the effective date of changes. Packages purchased before the modification effective date are governed by the policy version in effect at the time of purchase.

11.3 Questions and Clarifications

Clients with questions about this policy or requests for clarification should Contact Aquastar client services at info@aquastarcanada.com during business hours, Monday through Friday, nine AM to five PM Pacific time.

CONTACT INFORMATION

AQUA S.T.A.R. Swim Lessons Ltd.
Email: info@aquastarcanada.com
Billing Questions: info+billing@aquastarcanada.com
Management: info+management@aquastarcanada.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time

END OF CANCELLATION, RESCHEDULING & REFUND POLICY

Effective February 5, 2026
Last Updated: February 5, 2026

© 2026 AQUA S.T.A.R. Swim Lessons Ltd. All rights reserved.