• A valid credit card must be kept on your account at all times. 
• An annual facility fee of $40 is due upon initial booking of swim lessons and annually thereafter. 
• Lesson billing occurs on a 4-week cycle for ongoing lessons. 
• Billing reminders are sent via email and text message one week prior to each billing date. 
• A rejection fee of $25 will be charged for rejected payments during billing. 
• To discontinue ongoing lessons, a WITHDRAWAL FORM must be submitted no by later than 8:00 AM PST on the final day of each billing cycle. 

2025 billing cycle dates are listed below:

• Q1: Jan 15, Feb 12, Mar 12
• Q2: Apr 9, May 7, Jun 4
• Q3: Jul 2, Jul 30, Aug 27, Sep 24
• Q4: Oct 27, Nov 19, Dec 19

To report a future absence from a regular swim lesson, customers must do so through the Customer Portal up to 2 weeks in advance. No exceptions are made for this policy. 

How to Report an Absence in the Customer Portal:

All customers must report absences directly through the Customer Portal no later than 2 hours prior to the start of their scheduled lesson. This will excuse the absence and issue a swim lesson makeup token.

• Log in to your Customer Portal 
• Navigate to My Account
• Find the student and click Future Absences option
• When prompted, select By Enrollment (not “By Date”)
• Choose the correct date and enrollment, add an optional comment, and click Submit

IMPORTANT: If reporting more than one absence date, please enter each absence individually using the steps above.

Makeup Token Details:

• Absences reported on time through the Customer Portal will generate makeup tokens automatically.
• Tokens can be used to schedule makeup swim lessons or makeup AquaRec reservations for 2 swimmers.
• Makeup tokens will appear in the Customer Portal the day after the absence has occurred.
• Makeup tokens are valid for 1 year from the date of issue.
• Once a makeup token has been used to book a makeup lesson or  makeup reservation, any changes or cancellations will result in forfeiture of that token.

Private Lesson Makeup Tokens: 

Tokens issued for excused private lessons can only be redeemed in the Group Swim Lesson or AquaRec programs. Private makeup lessons are not offered, even if the absence is reported on time. No financial credits or refunds will be issued for missed private lessons, except in the case of AquaTech-initiated closures for safety reasons.

No refunds or credits are given for:

• Unused makeup tokens
• Expired tokens

Scheduled Closures: Our facility may occasionally close for planned events such as holidays or maintenance. We strive to notify all customers well in advance of these closures. Lesson fees during these periods will be prorated based on the actual number of lessons provided within the billing cycle. Customers do not have to notify AquaTech of absences on these scheduled closure dates. Please see the ABOUT section of the website for closure dates. 

Unexpected Closures: In the event of unforeseen circumstances such as safety issues or acts of God (e.g., natural disasters, emergencies) that necessitate the temporary closure of our facility, we prioritize the safety and well-being of our swimmers and staff above all. Should such closures affect your scheduled classes, we will issue non-expiring makeup tokens. There are no financial credits or refunds for these types of closures. 

If you're unable to find an available class that fits your preferred day and time, you can join our waitlist to be notified when a spot opens up. Before doing so, please review the following important information:

Customer Portal Account Required:

• To join the waitlist, you must have an active Customer Portal account with current contact information and a valid credit or debit card on file.

Booking Agreement:

• When a space becomes available within your selected preferences, your swimmer will be automatically enrolled in the class. You’ll receive a confirmation via email and text. By joining the waitlist, you agree to this automatic enrollment process.

Financial Agreement:

• Once enrolled, the applicable class fee will be charged to the card on file. If the payment is unsuccessful, the enrollment will be canceled and the swimmer will be returned to the waitlist.

Waitlist Limits and Management:

• Each swimmer may be on up to five (5) waitlists at a time. You can view and manage your waitlist status through the Customer Portal under “My Account.”

If your availability or class preferences change, please email us at office@aquatechswim.com so we can update your waitlist selections accordingly.

Before each lesson, all swimmers are mandated to check in utilizing the self-check-in kiosks located at the entrance of the facility. Customers may check in using any phone number associated with their customer account. The kiosk will notify customers of the scheduled swim lesson time, as well as the corresponding lane basket number and color designated for that swim lesson.

See a more in-depth review of this process in our FAQ section. 

Open storage cubes are available for the purpose of storing clothing and towels during lessons. Personal belongings should not be left in changing stalls. It is advisable not to bring valuables into the facility; rather, they should be secured in a car trunk or glove compartment. AquaTech disclaims any responsibility for lost or stolen items.

All spectators and swimmers waiting for their lesson must remain in the designated spectator viewing area. Parents must supervise their children at all times and remain on-site while their swimmers are in lessons. A facility audio recording will notify swimmers when it is time to enter the pool area and find their lane basket number and color. 

Deck supervisors are present to ensure student safety and monitor progress. Parents, spectators, clothing, shoes and towels are not allowed on the pool deck during lessons.

Showers are intended for brief rinsing only. The use of soap or shampoo is not permitted.

We guarantee a warm pool and a trained instructor for each swimmer every week. While we strive to maintain instructor consistency, we cannot guarantee the same instructor for every lesson. Advanced notice of instructor changes is not feasible and should not be expected.

We kindly request that all customers demonstrate courteous behavior and friendly social conduct while on our premises. Respecting the rights of individuals includes refraining from using abusive language, making threats, engaging in violent outbursts, intimidation, bullying, harassment, or any other form of abusive, aggressive, or disruptive behavior towards AquaTech customers and employees. AquaTech employees are trained and employed to uphold AquaTech's policies. If a situation arises that is inconsistent with our policy, termination of services may be necessary. In the event that termination of services is necessary, a refund will be provided based on the number of completed classes in the current billing period. Any additional paid fees and/or makeup tokens will be forfeited.

Swimming is an activity that carries inherent risks, particularly the risk of drowning. As a result, AquaTech places the utmost importance on ensuring safety. Safety is prioritized over parental convenience, scheduling, politeness, and personal sentiments. The pool area is not considered a safe location for a "time out." It is mandatory for all children to have appropriate supervision at all times. Therefore, if your child engages in any behavior that poses a danger to themselves, other children, or the instructor(s), and does not respond adequately to instructions or corrections, etc., we reserve the right to remove your child from the lesson and withdraw their enrollment. 

Examples of dangerous behavior include, but are not limited to, grabbing other children, screaming, hitting, spitting, running alongside the pool, swimming out of turn, causing panic in others, and behaving in a manner that disrupts the instructor(s) from focusing on the safety of the other children in the class. In the event of an suspension or termination of services, a refund will be provided based on the number of completed classes in the current billing period. 

Swimmers must wear swim suits. Swimmers with long hair should wear a cap or have hair pulled back into a pony tail. Children under the age of 3 and/or those who are not yet potty trained must wear a swim diaper underneath their swim suits.

Parents / caretakers are required to ensure their child uses the restroom before the start of lessons. Swimmers should immediately let their instructors know if they need to use the restroom during lessons, as children should not relieve themselves in the pool. Additionally, while small, light snacks can be beneficial before a lesson; large heavy meals and lots of liquid prior to a lesson should be strictly avoided.

Absence Notifications & Makeup Tokens

To report a future absence from an AquaRec reservation, customers must now do so through the Customer Portal. 

Updated Absence Reporting Process (Effective Wednesday, 5/21/25): 

As of Wednesday, May 21, all customers must report absences directly through the Customer Portal no later than 2 hours prior to the start of their scheduled reservation. This will excuse the absence and issue an AquaRec makeup token.

How to Report an Absence in the Customer Portal:

• Log in to your Customer Portal 
• Navigate to My Account
• Find the student and click Future Absences option
• When prompted, select By Enrollment (not “By Date”)
• Choose the correct date and enrollment, add an optional comment, and click Submit

Makeup Token Details

• Absences reported on time through the Customer Portal will generate makeup tokens automatically.
• Tokens can be used to schedule makeup AquaRec reservations.
• Makeup tokens will appear in the Customer Portal the day after the absence has occurred.
• Makeup tokens are valid for 1 year from the date of issue.
• Once a makeup token has been used to book a makeup reservation, any changes or cancellations will result in forfeiture of that token.

No refunds or credits are given for:

• Unused makeup tokens
• Expired tokens

Scheduled Closures: Our facility may occasionally close for planned events such as holidays or maintenance. We strive to notify all customers well in advance of these closures. 

Unexpected Closures: In the event of unforeseen circumstances such as safety issues or acts of God (e.g., natural disasters, emergencies) that necessitate the temporary closure of our facility, we prioritize the safety and well-being of our swimmers and staff above all. Should such closures affect your scheduled reservation, we will issue non-expiring makeup tokens. There are no financial credits or refunds for these types of closures. 

Before each reservation, all swimmers are mandated to check in utilizing the self-check-in kiosks located at the entrance of the facility. Customers may check in using any phone number associated with their customer account. The kiosk will notify customers of the scheduled reservation timeand mark your attendance.

See a more in-depth review of this process in our FAQ section. 

Open storage cubes are available for the purpose of storing clothing and towels during AquaRec. Personal belongings should not be left in changing stalls. It is advisable not to bring valuables into the facility; rather, they should be secured in a car trunk or glove compartment. AquaTech disclaims any responsibility for lost or stolen items.

All spectators must remain in the designated spectator viewing area. Parents must supervise their children at all times and remain on-site while their swimmers are in reservations in case of emergency. 

Parents, spectators, clothing, shoes and towels are not allowed on the pool deck during AquaRec.

Showers are intended for brief rinsing only. The use of soap or shampoo is not permitted.

We kindly request that all customers demonstrate courteous behavior and friendly social conduct while on our premises. Respecting the rights of individuals includes refraining from using abusive language, making threats, engaging in violent outbursts, intimidation, bullying, harassment, or any other form of abusive, aggressive, or disruptive behavior towards AquaTech customers and employees. AquaTech employees are trained and employed to uphold AquaTech's policies. If a situation arises that is inconsistent with our policy, termination of services may be necessary. In the event that termination of services is necessary, a refund is not guaranteed.

Swimming is an activity that carries inherent risks, particularly the risk of drowning. As a result, AquaTech places the utmost importance on ensuring safety. Safety is prioritized over parental convenience, scheduling, politeness, and personal sentiments. The pool area is not considered a safe location for a "time out." It is mandatory for all children to have appropriate supervision at all times. Therefore, if your child engages in any behavior that poses a danger to themselves, other children, or the instructor(s), and does not respond adequately to instructions or corrections, etc., we reserve the right to remove your child from the pool and/or facility. 

Examples of dangerous behavior include, but are not limited to, grabbing other children, screaming, hitting, spitting, running alongside the pool, diving, causing panic in others, and behaving in a manner that disrupts or disrespects the other pool attendees.

Swimmers must wear swim suits. Swimmers with long hair should wear a cap or have hair pulled back into a pony tail. Children under the age of 3 and/or those who are not yet potty trained must wear a swim diaper underneath their swim suits.

Parents / caretakers are required to ensure their child uses the restroom before the enter the pool and periodically throughout their swim. Swimmers should immediately exit the pool if they need to use the restroom, as children should not relieve themselves in the pool. Additionally, while small, light snacks can be beneficial before a swim; large heavy meals and lots of liquid prior to a swim should be strictly avoided.

• Cancellation Fee: All canceled parties will incur a $25 cancellation fee at the time of cancellation and refund.

• Additional Guests:  An event booking includes up to 25 child swimmers. Additional swimming children beyond the 25 included will be an additional $15 per child. Supervising adults swim at no cost.

• Late Departures: Any party that has not purchased and paid for additional time beyond the specified timeline outlined above will incur a late departure fee. This fee will be assessed at a rate of $100 for every 15 minutes the party exceeds the designated end time. The fee is implemented to cover the costs associated with unanticipated staff scheduling, overtime, and break penalties that will occur.

• Gratuity: If you wish to express your appreciation to the staff members through a monetary gratuity, kindly plan to provide it in cash on the day of the event. Please note that we do not accept credit card tips within the facility.

• Guests Items: Swim suit, towel, waiver signature. Waiver will be sent to hosts the Wednesday prior to the party date.

• Adult Participation: Adult supervision is mandatory in the pool for children who cannot swim independently for survival. There is no additional fee for adult swimmers accompanying children.

• Pool Participation: No running, diving or rough housing. 

• Swim Diapers: Swimmers under the age of 3 or who are still potty training must wear swim diapers.

• Pool Toys: Families are welcome to bring toys and floats of a suitable size to AquaTech. However, AquaTech management has the authority to decline any outside toy or float that could pose a safety risk to other swimmers.

• Smoking: Smoking and vaping are strictly prohibited on the premises.

• Pool Area: Food inside the pool or pool deck area is strictly prohibited. 

• Glass: Glass items are strictly prohibited on the premises.

• Heating / Cooling: AquaTech does not provide facilities for heating, re-heating or cooling food. A small freezer is available for small item storage.

• Heating Elements: Warming chauffeurs, or food heating elements are prohibited.

• Decorations: Balloons, and free-standing decorations are permitted. Decorations that need to be hung on doors, walls or ceilings are not permitted. Please note that AquaTech management retains the discretion to decline any decorations that could jeopardize the safety or integrity of the facility.

• Pool Toys: If a host plans to bring inflatables for the pool and will require assistance inflating them, hosts will need to deliver the inflatables to the Concord facility between Monday through Friday the week of the party date any time during operations hours. 

• Machinery Usage: To ensure a smooth and safe event, all machinery must be pre-approved before the date of the event. We are unable to accommodate requests for machinery on the day of the event itself. Additionally, please be aware that any machinery approved for use at the event must be operated solely by your team, as AquaTech staff are not permitted to handle or operate any equipment.

We kindly request that all customers demonstrate courteous behavior and friendly social conduct while on our premises. Respecting the rights of individuals includes refraining from using abusive language, making threats, engaging in violent outbursts, intimidation, bullying, harassment, or any other form of abusive, aggressive, or disruptive behavior towards AquaTech customers and employees. AquaTech employees are trained and employed to uphold AquaTech's policies. If a situation arises that is inconsistent with our policy, termination of services may be necessary. In the event that termination of services is necessary, a refund is not guarenteed. 

Swimming is an activity that carries inherent risks, particularly the risk of drowning. As a result, AquaTech places the utmost importance on ensuring safety. Safety is prioritized over parental convenience, scheduling, politeness, and personal sentiments. The pool area is not considered a safe location for a "time out." It is mandatory for all children to have appropriate supervision at all times. Therefore, if your child engages in any behavior that poses a danger to themselves, other children, or the instructor(s), and does not respond adequately to instructions or corrections, etc., we reserve the right to remove your child from the pool and/or facility. 

Examples of dangerous behavior include, but are not limited to, grabbing other children, screaming, hitting, spitting, running alongside the pool, diving, causing panic in others, and behaving in a manner that disrupts or disrespects the other pool attendees.

Swimmers must wear swim suits. Swimmers with long hair should wear a cap or have hair pulled back into a pony tail. Children under the age of 3 and/or those who are not yet potty trained must wear a swim diaper underneath their swim suits.

Parents / caretakers are required to ensure their child uses the restroom before the enter the pool and periodically throughout their swim. Swimmers should immediately exit the pool if they need to use the restroom, as children should not relieve themselves in the pool. Additionally, while small, light snacks can be beneficial before a swim; large heavy meals and lots of liquid prior to a swim should be strictly avoided.