Ethics and legality
1. Contact information
If you ever encounter any troubles or are dissatisfied with any of our products or services, please contact us to let us know:
2. Privacy/personally identifiable information policies
For the Swim School Photo Hoop, we ask the pools to provide us with the number and names of people booked in for lessons that day.
If you wish to take part to the photo session, you will be asked to provide us with your email on the day. Your child(ren) will then be given one of our blue wristbands. If you do not wish to participate, you do not give us your email address, and your child receives a yellow wristband. We have found that this allows for all children to do the same swimming exercise without anyone being singled out in any shape or form (the photographer having to ask), the only difference is that some are photographed, others are not.
As you become our 'current customers', we collect some of your personal information to be able to communicate with you (let you know when your photos are ready and how to access them). We use third party applications to manage this data (e.g. Mailchimp, our online gallery system, etc.) but other than that, we keep that information to ourselves.
We use this information to let you know that your images are viewable, to keep you up to date with your order and to remind you that your album is about to be archived.
We keep your photographs online for two weeks, after this time your gallery is archived and accessible for a fee of $20. We keep your files and details for 6 months, after this, your digital files are deleted.
We will be sending occasional emails about what we are up to if we feel feel it might interest you. You will be able to unsubscribe from these emails at any time.
3. Refund or cancellation policies
We will refund any faulty product and address any problems in our services either through a financial refund or by improving the service.
For physical goods, please send the item(s) back to us (address above) and let us know what the problem is and how you wish to proceed. We will either print a new photograph(s) and send it back to you or refund the full value of the item(s).
If it is a faulty digital file, please reach out by means listed above and we will do what we can to help. If we cannot resolve the issue, we will refund the full value of the file.
If you are unsatisfied with a photo session you paid for, we are willing to explore the solutions at hand with you. Some of these options include, re-running a session at a discounted rate, running a new session at no extra cost, refunding part or the entirety of the service depending on the situation.
We do not generally allow cancellations as they tend to produce administrative difficulties and generate waste when the order has been partly processed. However we can conceive of situations that warrant a cancellation, so please feel free to reach out to let us know what the problem is and we will see what we can do to help.
We require you to cancel a booked photo-session at least 24h before the time of the session. You may either reschedule or ask for a refund.
4. Delivery time frames
We try to make all photo sessions (free and paid) available online within a week of your photo session. However, it is possible that we face problems out of our control which could slow the delivery time frame. We ask you for your understanding.
Once your images are available and you put in your order through, your digital files will be made available to you directly after your purchase. We aim to get physical goods to you within 10 business days, however some of these depend on third parties we have no control over, so it may occasionally take a little longer.
We are here to help.