ABSENCES, MAKE-UPS, CANCELLATIONS & REFUNDS

Absences, Make-up, Cancellation and Refund Policy

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Weather Cancellations

Storms (thunder and lightning) are common and quite unpredictable in Central Virginia – especially during certain times of the year. Quest Swim School ALWAYS makes safety our top priority with regards to whether we offer class or not. With that being said, the following adverse weather policy is in effect, year-round.


ALWAYS ASSUME THAT THE CLASS WILL TAKE PLACE AS SCHEDULED, RAIN OR SHINE.


We make final decisions about the cancellation of each swim lesson up to 15 minutes after the class start time. For example, a 2:00 pm class may not be cancelled until 2:15 pm in the event of thunder and lightning.


In the event of a cancellation, families will be notified via text and email through Captyn. Make sure your text and email alerts are turned on in your Captyn account! Each participant in a cancelled class will be provided a “Quest Swim School Token” (see below on how to redeem your tokens!) 

Absences & Illness

Due to our strict class capacity limits and ever-growing popularity, there are no make-up classes or refunds offered for unexcused absences.


Excused absences include illness with a doctor’s note or note of absence from school. Excused absences DO NOT include vacations, birthday parties, or other overlapping commitments.


Extenuating circumstances happen, if you are absent for any unique circumstances and desire a token for the missed class, please email us at swimschool@questswimming.com


In the event of an excused absence we will issue you a “Quest Swim School Token” (see below on how to redeem your tokens)

Quest Swim School Tokens

Unexpected cancellations by the Quest Swim School and/or excused absences are the only way to receive “Quest Swim School Tokens” Tokens never expire but can only be redeemed if you are currently enrolled in the program.


Customers can keep track of their tokens and token usage on their Captyn account. Provided that your membership is up to date and currently active, you can redeem up to two tokens per month (per swimmer), one for each of the following:

  1. 20% off an upcoming monthly membership fee. Credit will be added to your account for the next month’s membership fees.
  2. One free make-up group lesson in another group class where space allows. If you are in a private or semi-private lesson, make-ups are arranged with your instructor where their schedule and pool space allows.

To redeem a token please contact us! To schedule a group lesson make-up take a look at our schedule and find a class that fits your swimmer's needs. If there is an opening in that class, please contact us and we can add you to roster for that particular day and time. To schedule a private or semi-private lesson make-up contact your instructor or our private lesson coordinator. If you miss your scheduled make-up lesson no tokens or refunds will be provided.

Refunds & Membership Cancellations

Membership fees are non-refundable.


Automatic Billing happens each month on the 1st of that month. We must have at least 5 days notice before the first if you would like to cancel your membership.


To cancel your membership you can request to do so through your captyn account or just send us an email and let us know.

You can schedule a cancellation anytime, for any date! If you schedule a cancellation for a future date prior to the first of that month, you will only be charged that month for classes you are scheduled to take.



There are no refunds for any missed classes or cancellations. Please plan accordingly!


If you feel that you have an extremely unique situation or circumstance and would like to request a refund, please contact Chad Onken (CoachChad@QuestSwimming.com)

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