Our Policies

Please read our policies before booking an appointment with us.

Seizure Protocol

The safety of our swimmers is our highest priority. Due to the inherent risks associated with aquatic activities, swimmers who have experienced a seizure within the previous six (6) months are NOT permitted to participate in Nova Swim lessons unless written medical clearance is provided by their treating physician.

Parents and guardians are responsible for notifying Nova Swim immediately if a swimmer experiences a seizure after enrollment or if there is any change in the swimmer's seizure status. Participation must be suspended until the swimmer meets this policy or updated medical clearance has been received and approved.

In the event of a suspected seizure or other medical emergency during a lesson, Nova Swim staff will follow emergency procedures, including contacting emergency medical services (911) when appropriate and providing reasonable assistance until first responders arrive.

Cancellation & Rescheduling Swim Lessons

24+ hours’ notice: Cancel at least 24 hours before your lesson to reschedule at no additional charge. (No refunds are issued.)
Less than 24 hours: Cancellations within 24 hours are not refundable and not eligible for rescheduling.
No-shows: If you miss your lesson without canceling, it is not refundable and cannot be rescheduled.
How to cancel: Please email swim@novasupports.com or call/text (801) 888-3638 with your swimmer’s name, lesson date/time, and instructor (if known).

Note: Rescheduled lessons must be completed within 30 days (subject to availability).

Late Arrival to Your Swim Lesson

Please arrive a few minutes early to allow for check-in and transitions.
If you are late, the lesson will end at the scheduled time so we don’t impact the next swimmer.
15+ minutes late may be considered a no-show at the instructor’s discretion and is not refundable.

Instructor/Facility Cancellations

If Nova Swim must cancel (e.g., instructor illness, pool maintenance), you’ll receive a complimentary reschedule at your convenience. If we cannot offer a reasonable reschedule option, we will issue an account credit.

Illness & Safety

For everyone’s health, please stay home if your swimmer has had a fever, vomiting/diarrhea, or contagious symptoms in the past 24 hours.
If illness arises inside 24 hours, contact us—one courtesy reschedule per season may be granted at management’s discretion (no refunds).

Weather

We operate rain or shine for indoor pool lessons. In the rare event of a weather-related closure, you’ll receive a complimentary reschedule.

Payment & Refunds

All sales are final. Nova Swim does not provide refunds. Eligible changes are handled through rescheduling and account credit as described above.

SMS Text Messaging Policy

Nova Swim may use text (SMS) messages to communicate with parents and guardians regarding their swimmer's participation. Text messages may include appointment reminders, scheduling updates, weather-related closures, account notifications, program announcements, and other important information related to Nova Swim services.

By providing a mobile phone number and opting in to receive text messages, you consent to receive SMS communications from Nova Swim. Message frequency may vary. Standard message and data rates may apply based on your wireless carrier.

You may opt out of receiving SMS messages at any time by replying STOP to any text message or by contacting Nova Swim directly. After opting out, you may continue to receive non-marketing communications that are necessary to administer your account or fulfill requested services, where permitted by law.

Nova Swim does not sell or share your mobile phone number with third parties for their marketing purposes. Your contact information will be used and protected in accordance with our Privacy Policy.

It is your responsibility to keep your contact information current so you can receive important notifications regarding your swimmer's lessons and account.

By booking a lesson, you acknowledge and agree to Nova Swim's Policies.