Frequently Asked Questions


Our program allows you to start classes any day during the month. Once enrolled, we hold your child’s spot on that day and look forward to seeing them every week. Find and enroll in any opening in your student’s level at a day and time that works for you. You will then own that spot until your child is moved to a different level. You may move days and times if needed by using your Portal or contacting us.

We understand that life is busy and 30 minutes once-a-week fits well in family schedules. Our teaching techniques are recognized around the world and we see amazing results with our students when they attend their 30-minute lesson, one time a week. Consistent attendance and repetition in the lessons are critical for success. Each child progresses at their own pace and results usually start to appear after the eighth lesson.

May a child come more than once a week? Of course!  AND we offer a discount if enrolled multiple times a week!

When you’d like to take a break or “drop” from lessons, simply submit a Drop Request from your Portal. We ask for a two lesson notice to adjust billing and cease future payments.

Download the HubbardSwim app to create an account, search for availability, enroll into lessons and more. You can find the link to your Portal in the upper right corner on any of our webpages or the menu bar on your mobile device.

If you have had a child swim with us before, you already have an account and there is no need to create a new one. Use the “forgot password” feature if you need help with your username (email) and password.

After you have an account, select the “Booking” tab to set filters for what you are looking to find. If you are not sure what level your child would be, see our Levels Page.  

Once enrolled, you own this day and time. We are committed to seeing your child each week in this class until you give us a 2 lesson notice to end your class. For absences and makeup eligibility see FAQ.

 

Enrollment Hints: 

Your family account is independent for each Hubbard Family Swim School location. You must create a seperate account for each location you'd like to attend.

If you have multiple children and want some help getting them together, create a profile with all your information and then contact us. We’d be happy to assist you! 

First month’s tuition pays for the number of lessons remaining in that month.

Future month’s tuition is billed on the 1st business day of each month and will vary depending on the number of classes scheduled in the month (see calendar). Billing will continue until you submit your 2 lesson drop notice.

Monthly tuition is not always the same. Some months have 5 lessons. The total monthly tuition is higher for those months. Some months have 4 lessons and possibly less due to holidays and closures. The total monthly tuition is lower for those months. See pricing details for more information.

All children under 3 are REQUIRED to wear a cloth swim diaper which can be purchased in our lobby.

Bring a suit and towel; we provide all other equipment for lessons.  

If your child is in a Baby Splash or Little Snapper class you will be in the water with them.

If your child has long hair, you can purchase a swim cap or bring a hair tie.

Please see the "Helpful Hints For Every Swim Lessons" section on your confirmation email for additional tips to naviage lessons like a pro!

If there is a situation when your swimmer cannot make it to lessons we ask that you let us know as soon as you know you'll be absent. Absences reported through the Portal at least 60 minutes prior to the start of your lesson may be eligible for a Makeup Token.

See Makeup FAQs for Makeup Token eligibility and guidelines.

 

Report a future absences from your app:

1. Select Account

2. Future Absences

3. Select Day & Enrollment for the absence (Do NOT select multiple days as you cannot book makeups on any of those full days reported)

4. Submit

We offer makeups to eligible, currently enrolled, year-round swimmers! Makeup Tokens (MUT) are a courtesy that hold no financial value and have limited availability.

If circumstances allow, please report your absence days in advance to create an opportunity for another swimmer to schedule their makeup in your spot.

 

 

To receive a MUT, you must be enrolled in a qualifying program and the absence must be reported at least 60 minutes prior to the lesson using your Portal. The MUT will be issued after the missed lesson.

Program Eligibility:

  • Year-Round Little Snapper, Clownfish, Goldfish, Jellyfish, Octopus, Lobster, Hammerhead Jr & Sr are levels eligible for MUTs. Semis & Privates equivalent to above levels are eligible for a GROUP Makeup and must contact us to schedule. 

  • Baby Splash: Not MUT eligible due to it being a free class. 

  • Special Needs/Accommodations: Not MUT eligible due to our inability to replicate those specific accommodations as well as the deeply discounted private lesson rate.

  • Summer Six Pack Sessions: Not MUT eligible due to it's limited availability.

 

 

Redeem a Makeup Token from your app:

1. Select Account

2. Select Makeups

3.Select Use Token

4. Change the Makeup Date to view classes within the next 6 days

5. Select Class & then Confirm this is this class you would like to visit

6. Review your email confirmation and mark your calendar! (As a reminder we do not reschedule, remove or makeup makeups once booked.)

 

 

Makeup Token Fine Print:

  • Makeup Tokens (MUT) can only be redeemed while your swimmer is actively enrolled. If you drop, unused MUTs will be frozen until you re-enroll or the MUT expires.

  • MUTs cannot be redeemed for any financial value and is non-transferable. 

  • Once a makeup is scheduled it cannot be rescheduled, made up if missed or issued a new MUT.

  • Class availability to scheudle a makeup cannot be guaranteed as it is based on vacancies, and your swimmer’s age & level. 

  • MUTs can be redeemed no more than 6 days in advance of the desired lesson.

  • MUTs expire 12 months from the date issued.

  • We require a 2 hour break between classes if you wish to schedule multiple lessons on the same day. (No back-to-back lessons)

  • We require new swimmers, returning swimmers and newly promoted swimmers complete 4 regularly scheduled lessons before scheduling a makeup.

  • MUT can be redeemed at any Hubbard location where you have created an account. Contact us to move and redeem your MUT from another location.

Parent and Me: One of the many things we love about our program is that progress happens in the child AND the parent. Level advancements are age based or teacher recommended. See more details.

Teacher and Me: The Deck Supervisor will alert you to your child’s promotion. We celebrate promotions with a level ribbon and you will be provided a Progress Report. See more details.

 

How do you evaluate my swimmer?  

Teachers constantly monitor their swimmers and the skills each child is working to master.  Once a child can comfortably, confidently and consistently (3-4 lessons) perform a skill, we consider it mastered. Promotions are based on a child's successful completion of mastering all level skills and on teacher recommendation. When a skill is mastered, you will receive an email with an update. Level Progression and Level Skills are posted on the lobby wall.

 

Why did my child get a ribbon however the skill isn’t marked off on the progress report?

Ribbons are used as encouragement and for successfully performing a skill, completing a level or having a great attitude! Skills are marked off on your child's progress report and recorded in our system once the skills are mastered. Once a child can comfortably, confidently and consistently (3-4 lessons) perform a skill, we consider it mastered.

 

Will you automatically move my child into the next level?

We do not automatically transfer swimmers into the next level as occasionally a day/time change is required. Our Front Desk staff can assist you or you can view classes through your Portal to request a transfer.

Initial booking balances are due at the time of enrollment. 

Monthly tuition is due on the 1st business day of the month and collected in a direct debit. If your payment fails, you will be notified via an automated email sent to the email address on file with directions on how to complete your payment.

If there is a balance due on your account, it could be for a variety of reasons. If you are having issues making payment, please communicate that with us. We will work with you as best we can.  

If a balance remains on your account, we will assume you no longer want your spots and will remove your child from lessons. We reserve the right to cancel accounts with unpaid balances if payment is not received by the due date. 

Life happens. We totally get it. We want to help you find a different day and time that works.

Request a transfer from your app:

1. Select Account

2. Select Enrollments

3. Select Transfer Enrollment (this moves your tuition to the new class)

4.Use the filters to select the Transfer Date & Level

5. Select a class with an Opening available

6. Confirm the desired Transfer Date within the next 14 day

7. Submit Request

8. Wait for a confirmation. Hubbard will review your request by verifying level and process any tuition adjustments based on the request date submitted. You will receive an email confirmation to review.

Your swimmer stays enrolled until you submit a 2 lesson cancellation notice in order for our system to apply correct payment and cease future billing.

We are unable to hold/freeze/pause lessons. Here are two options:

OPTION 1: Keep your current enrollment. Continue to pay tuition for your swimmer’s spot while you are away, report absences through the Portal to keep attendance up-to-date and accrue Makeup Tokens (if eligible). Upon return makeups can be scheduled based on availability. See Makeup FAQs for guidelines.

OPTION 2: Submit a drop request through the Portal. We ask for a minimum 2 lesson notice to ensure correct billing. Canceling lessons is permanent and will release your swimmer’s spot.

Note: If notice is provided after the first business day and your drop date falls within the current month, any remaining lessons will be placed on your swim account and will be applied toward any future enrollments.

Baby Splash Swimmers: If you wish to cease classes before your child is 6 months old, contact us or leave us a message with your Portal drop request.

 

Request to drop from your app:

1 Select Account

2. Select Enrollments

3. Select Drop Enrollment

4. Select a Drop Date, Reason for cancellation and leave us a note 

5. Click Request

6. Wait for a confirmation to review. Hubbard will make any adjustments needed to your swim account and send a confirmation once processed.

 

 

 

Yes - private one-one-one lessons are available.

See Private Lessons and Private - Special Needs for full details.

 

All Hubbard Family Swim Schools are closed on major holidays. If your lesson happens to fall on a major holiday, you will not be charged for the lesson and therefore you do not qualify for a makeup. Refer to our calendar for days we are closed.