Got a question about your payments to SwimNE? Check out our frequently asked questions below, or contact our support team at [email protected].
How do SwimNE payments work?
SwimNE payments work on a credit and debit system. The cost of your lessons appears on your Doddle account as a debit – and these are usually applied in termly blocks. As and when you make a payment (on the 1st of each month), this appears as a credit – we’ll explain this in more detail below.
We calculate how much you will spend with us over the course of a full academic year. We split this cost into twelve equal payments, which allows you to spread the cost of your lessons – and also means that you know how much will be taken each month.
Although the payments are based on a projected yearly cost, this does not mean that you are tied into lessons for the full twelve months. You can leave us at any time, at which point your account will be reconciled – more on this later on.
When are payments made?
When you join SwimNE, you will be asked to make an initial payment (to cover the cost of lessons in your first month). After that, you will pay for your lessons on the first of each month. We will collect your monthly payment from the card registered to your Doddle account (which you can change at any time by logging in to your Doddle account). Please note that SwimNE will not be able to see your card details – all we will see is the last four digits of your card.
As and when payments are made, the balance of your Doddle account will change, and you will notice that the credits on your account increase (the balance is determined by looking at the total debits versus credits).
Which account will payments be taken from?
When you book your lessons with SwimNE, you will be asked to provide payment card details. Unless you tell us otherwise, this is the card that will be charged on the first of each month. If you move house, or if your card expires, you will need to login to your Doddle account and update your card information.
What do the debits and credits on my Doddle account mean?
If you login to your Doddle account, and click on ‘my account’, you will see:
The debits are your class costs. Just before the start of each new term, we apply a debit to your Doddle account. This is the cost of the full term ahead, and assumes that all planned lessons will go ahead (we’ll tell you what happens if a lesson is cancelled below).
As and when your monthly payments are collected, the credit on your account will increase, and your account balance will adjust. Towards the end of each term, you’ll notice that the cost of the next term of lessons will be applied, and the debits on your account will increase.
My account balance is showing a large credit – why is this?
The SwimNE team regularly reviews the account balances of customers. If we notice that your account balance is in credit, and that credit is sufficient enough, we may offer to pause your subscription for a month or so. Of course, if you would rather your subscription continued as normal, you can always use the additional credit in other ways – to pay for holiday lessons, for example.
The balance on your account may be in credit – and that credit may be larger than normal – if we have had to cancel your lessons, for whatever reason (and we will cover this in more detail later on).
My lesson has been cancelled; what happens to my payments?
If we have to cancel one of your lessons, we will ensure that the charge for that lesson is removed from your Doddle account (and this will be reflected in the debits and balance on your ‘my account’ screen).
Your monthly payment will not be affected by any cancellations, though we will continue to monitor the balance of your account and, should this be more in credit than usual, we will look to pause your subscription (as detailed above).
Why do I still need to make a payment in August when there are no lessons?
Your monthly payment covers your term-time lessons only (unless otherwise agreed by us). The cost of your term-time lessons over the course of the year is split into twelve equal payments, which are collected on the first of each month. This means that we do collect a payment in August, even though our usual term-time lessons are not running. Typically, this payment contributes towards some of the lessons you attended in July, as well as those that you will attend in September.
My payment has failed; what do I need to do?
You may find that your monthly payment fails if your card has recently expired, or if you have moved house but not updated your billing information on your Doddle account. If this happens – or if you payment fails for any other reason – you will need to login to your Doddle account as soon as possible to make payment. You can update your card information, if needed, by clicking on ‘my account’.
Please note that SwimNE may re-attempt to take payment from your card if there is a failed payment on your account. If this happens and the re-attempted payment is successful, no further action is required by you.
Will I ever be asked to move to a different class? If so, what happens to my payments?
At times, we may ask you to move to a different venue, or to try an alternative lesson format. This might happen if your child is about to complete their Stage 6 award and needs to move to a bigger pool, or if they are ready to move to our Pre-comp or Swimfit classes. If and when this happens, we will discuss the various options with you.
If you are moving to a Pre-comp or Swimfit class, you may find that the cost of your lessons changes, This will mean that we will need to adjust your monthly payment. In order for this to happen, you will be asked to login to your Doddle account and accept the new charge.
What happens if I don’t want to continue my SwimNE lessons?
If you decide you want to cancel your SwimNE lessons, you will need to give us 28 days notice by emailing [email protected]. A member of the team will be in touch to confirm your last lesson date, and to ask you for any feedback regarding your classes and reasons for leaving. We will then begin the process of reconciling your account, which involves looking at the credits and debits on your account, and working out what charge or refund needs to be made to complete your cancellation request.
If, at any time, you want to resume your SwimNE lessons, just let us know!