Neptune Aquatic Solutions Refund Policy

This policy describes how we calculate refunds and outlines the policy on refunds for the services provided by Neptune Aquatic Solutions.

Our refund policy doesn't affect your statutory rights. Your refund/s and how your refund/s is/are issued may differ based on any conditions agreed with you in advance.

How refunds are issued

Most refunds are issued to how the initial payment method used.

Service Offered

Payment Method

How Refunds will be returned

Hydrotherapy Services

Card payment or cheque

Card or cheque

Swimming lessons
(Term Time)

Direct Debit and Paypal

Refund on next month’s Direct Debit; if this is not possible, then a cheque will be sent to the customer.

No Joining fees will be refunded.

Swimming lessons

(Crash Course
& Private Lessons)

Card payment, cheque

Card Payment or cheque

Training Courses

Card payment, cheque

Card Payment or cheque

Shop items

Card payment.

Card Payment

All cheques will be sent to the address held on our booking management system, unless an alternative correspondence address has been supplied.

Terms and Conditions for a refund

Service Offered

Terms and Conditions

Hydrotherapy Services

If the booking is canceled by the customer within 24 hours, then full payment is due. Cancellations within 24 hours notice will receive a full refund. If Neptune has to cancel the session within 24 hours, a full refund or a makeup session will be offered. Less a 15% administration charge.

Swimming lessons

(Direct Debit)

Neptune Aquatic Solutions will issue a refund/credits to a swimmer for cancelled lessons on grounds of pool closure, staff illness or continued medical treatment. All medical refund requests must be put in writing to  We will not issue credits for lessons missed due to holidays/sickness. Refunds will not be issued for lessons cancelled part way through a month. Less a 15% administration charge.

Swimming lessons

(Card payment or cheque)

If the booking is canceled by the customer within 24 hours then full payment is due. A cancellation before 24 hours a full refund will be offered, less a 15% administration charge. If Neptune have to cancel any sessions, a full refund or a makeup session will be offered.

Training Courses

Learners who cancel less than 14 days prior to the course start date will not be eligible for a refund. Learners who cancel more than 14 days in advance can claim a full refund, less a 15% administration charge.

Shop items

You can only return Neptune Aquatic Solutions products which have been purchased directly through this Website.  Our Returns Procedure does not affect your statutory rights.


You may return new, unworn and unused products for exchange or refund within thirty (30) days from the date of shipping to you. Where you wish to exchange a product, please note that you will only be able to exchange with a product of the same or lesser value than the original item you wish to exchange. Please note: your right to exchange or return products is separate from your statutory right to cancel your order or to reject faulty goods


Delivery Costs

a) If you are returning goods for exchange or return, there will be no additional delivery charge.

b) We will not refund the original delivery charge in the case of exchanges or returns.

c) You will not be liable for the delivery costs incurred by us in sending you any replacement products.

d) In the case of returns, you will only be refunded the value of the goods ordered.

e) We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of error on our part, or the goods are faulty.


Conditions for All Returns and Exchanges

All goods must be returned to us unused, together with all original packaging,  (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible).

How do I return an item?

Contact the shop directly on to arrange for the products to be returned to Neptune Aquatic Solutions

Neptune Aquatic Solutions                Page  of

Neptune Aquatic Solutions

Neptune Aquatic Solutions Ltd is a registered company in England

Company Number:  8486645         VAT number: 159 8308 71

Neptune Aquatic Solutions,Office 1, 11a Church Street, Melksham, Wiltshire SN12 6LS