Can I get a refund if lesson times have changed?

KaratePigeon

Sorry if this is in the wrong place!

My kids have been having swimming lessons for about a year, they are 6 and 7, and about the same ability so they have been in the same class and are progressing at about the same rate. I pay per term so they are 1 week into this term (which I think is about 6 weeks. costs me £8/lesson, ie £16 for both of them so not cheap!)

Got a text message yesterday from the owner (i.e deals with bookings etc but isn't the teacher) saying from next week my kids are going to be in different sessions (different times). With no real explanation, saying something like they'd benefit from focussing on different skills. (I have a sneaky suspicion there is another child who needs a place who can only do a certain time slot)

This is a complete PITA for me, we have really busy schedules - me and DP both work full time and have 3 kids to slot into various activities so I'm not just being awkward. Also the times are when DP is working so I'm struggling to get both kids changed/showered etc at swimming while looking after my toddler trying to run round the changing room - I really don't want to be hanging around waiting for the next session to start, or have to go home and back again with them all.

Am I entitled to a refund, for one or both children, if I cancel the rest of the term?

neilmcl

Was a specific time slot mentioned in your contract with them?

It might be worth speaking to the owner about what exactly does he mean about your kids benefiting from a different session rather than be suspicious of an unfounded ulterior motive. It could well be he's correct and your kids are now at stage that they're being held back by the class there in.

KaratePigeon

Thanks for the reply. Not sure I have a contract really, just paid by BACS and got an email confirmation saying that my child is booked in for X weeks from X date and the timeslot. separate emails for each child.

I did ask why she felt they needed to be separated (like I said, this wasn't the teacher, just the owner) as I've sat and watched them through all their lessons and had progress reports etc showing they are equal at almost everything. The response was that 'it would target their skills that need to be acomplished'. I have asked for more details on this but had no reply. I probably am overly suspicious but there was a lady at poolside last week openly unhappy that her kids' timeslot wasn't a convient one for her and that she was trying to get him into the lesson that mine are booked into

I do understand that my kids might progress at different rates and need to go into different time slots, which is fair enough but assumed that I would have had prior notice of them moving up a stage (which happens at the end of terms, not part way through the terms which are pre-booked)

susancs

Rather than look for a refund at this point, it would probably be better to send an assertive email to the owner stating that this change is not acceptable to you and your children will continue in the same lesson each week until the end of the course.
Maybe something along the lines of:
Dear ?
Thank you for your text message of 8/11/16 offering my child X a place on your swimming course at x swimming baths at x time. On careful consideration we have decided that we will continue with the class course time of x we have booked and paid for in advance. At the end of the current course my two children are booked on, we will at that point be willing to discuss the matter of moving classes further.

Both my children will attend the course they are currently booked on X day at x time as usual each week.
Kind Regards

KaratePigeon

I have tried asking nicely, explaining why it's not possible for them to change to separate sessions part way through a term. I had paid for the 7 weeks with the understanding that they would both be in the same session, and if this was in their best interests to change I would reassess whether it was still possible for us to attend before paying for the next term.

But I've only had a blunt text message saying the classes will be as she suggested earlier in the week. (I'm sure she has already organised it with the other parents, there is a max of 6 children per class and usually a waiting list)

I have had no response to my questions asking which of them has the higher ability or exactly what skills she thinks either of them will benefit from.

I don't want to just turn up as I kno one of mine will not be allowed in the water if there are already 6 children in the group. (which is fair enough, also don't want to upset my kids, or make a scene!)

She's made it clear that she won't let them stay in the same class so I have asked for a refund, but she's stopped replying to me now. What can I do? Can't afford to waste the ~£100.

arcon5

Phone her
Or go in and speak to her in person.

Hard to ignore somebody stood in front of you

susancs

If it is only a slight delay in replying, such as a couple of days, it may well be that the owner is trying to come up with a solution such as employing an extra tutor and doing two classes at the same time and may reply when she has better information.

If the owner is available at the pool then as the above poster states it would be best to speak to her face to face.

If there is nothing in the terms and conditions you agreed to when signing up for the course that allows for a change in class times and the owner continues to ignore your messages and phone calls, then your next step would be a letter before action (google templates) regarding a refund for one child that they cannot accomodate on the booked course and send it to the registered business address found on companies house Obviously as the other child has a place she will continue to attend as normal and you would not be entitled to a refund.

KaratePigeon

Ok, thanks. she's not available at the pool, just runs it from home so would be unlikely I can speak to her in person. From past experience she's selective who she answers the phone to too, but I will keep trying. They wouldn't be able to do 2 classes at the same time as there's not room (it's just a portioned off part of the pool at a health club).

Their lessons are meant to be tomorrow so was hoping she would get back to me before then! Looks like we are not going as my kids would be really upset if I said there was only room for one of them, when they've been going together for a year. The other one would just have to sit and watch though I understand I probably wouldn't have a case for getting the refund for the child who does still have a place.

Wouldn't be surprised if she fills the spaces with other children and keeps the money from all of us

photome

If you say she is selective who she answers the phone to (how do you know that) cant you ring from a phone that she doesnt recognise or go round to her house.

I think you are entitled to a refund for one child if she insists they cant go together, possibly even for both if it went to court

KaratePigeon

Just because when I booked the lessons she said to me 'I don't usually answer the phone to unknown numbers but I thought it might be you wanting to pay' (as we'd booked it through her facebook page as there was a rare two spaces available). I don't have her address (even if I did I don't think I'd be that brave, shes a bit scary, lol)

If I do manage to get hold of her on the phone and she won't cooperate regarding putting the lessons back the way they were, or offering a refund, what do I say?

photome

KaratePigeon wrote: »

Just because when I booked the lessons she said to me 'I don't usually answer the phone to unknown numbers but I thought it might be you wanting to pay' (as we'd booked it through her facebook page as there was a rare two spaces available). I don't have her address (even if I did I don't think I'd be that brave, shes a bit scary, lol)

If I do manage to get hold of her on the phone and she won't cooperate regarding putting the lessons back the way they were, or offering a refund, what do I say?

I am not an expert (there are a few on here) but if she wont cooperate then I believe it will be a LBA as mentioned in an earlier post.

have you tried posting on her facebook page asking for cooperation