What happens if you miss a class?

We know that life happens sometimes so we offer flexible make-up class and family swim options to provide the best service possible for our clients.

We offer unlimited make-up classes with a huge 12months to use your make-up tokens!

For Group Classes:

Firstly, when talking about make-up classes, please try to attend all your classes during the term so you can develop with the teacher & other students in the class. However, where an absence is unavoidable we offer flexible make-up class and family swim options.
Notifying absences and booking make-ups is self-service through your client portal:
- To notify an Absence: Open your client portal, go to ‘My Account’, click on your student, select ‘Future Absences’, and follow the prompts.
- To book a Make-up class: Open your client portal, go to ‘My Account’, click on your student, select ‘Makeups’ for the student, and follow the prompts.
- To use a make-up token for a Family Swim: Look up the public swimming timetable at https://www.healthways.com.au/boxhill/swimming-pool/public-swimming/. Arrive at a public swimming time. Let customer service know that you want to use a make-up token for a family swim and they’ll expire one of your tokens on that day.
Notifying an Absence: Where you know of an absence in advance, please notify as soon as possible via your client portal. Absences must be notified a minimum of 2 hours beforehand to be entitled to a make-up token. This is because if you don’t notify that you are going to be absent, there is not the opportunity for someone else to do a make-up in your place. Similarly, if someone else doesn’t notify that they’re going to be away you can’t book a make-up in their place. The ability to offer make-ups only works when absences are notified beforehand. Thank you. If your absence is eligible for a make-up token, once the date of your notified absence has passed, a make-up token will auto-generate for you. (Make-up tokens are valid for 12 months each. There is no maximum number of make-up tokens that you can hold. Make-up tokens are not available as credits or refunds and can’t be transferred between students.)
Booking a Make-up Class: Bookings for make-up classes is self-service via your client portal. Any vacancy in a class is released as a make-up class a day in advance. So you can look in your portal anytime and see the make-up classes that are available for that day and the next day, and book something in. Make-up tokens may only be used towards make-up classes while you hold an active enrolment. (Note: Holiday Programs are considered active until the start of the next Holiday period.) Once a make-up token has been used it cannot be rescheduled or cancelled, ie. you cannot make-up a make-up.
Using a make-up token for a Family Swim: The other option for a make-up token is to use it as a family swim. Family swims allow 2 Adults and up to 3 Children to use the pool during public swimming times at Mont Albert North pool. The public swimming timetable can be found online. Simply come in at a public swimming time, let customer service know that you want to use a make-up token for a family swim and they’ll expire one of your tokens on that day. Make-up tokens may be used towards family swims regardless of whether you hold an active enrolment or not.

For Private Classes:

As per Group Classes, with the addition of the below.
Notifying an Absence: Please notify absences as soon as possible so that your class time may be offered in advance to someone else looking for a make-up time.
Booking a Make-up Class: In addition to booking yourself in to a make-up class via your portal within 24hours, private students can contact a manager to manually look for times that have been marked as absences in the future. (Managers can be contacted by emailing healthways@healthways.com.au or via reception.)
The option of group make-up classes: Private students can also opt to convert private lesson make-up tokens into 2 x group lesson make-up tokens. Please contact a manager if you would like to do this. (Managers can be contacted by emailing healthways@healthways.com.au or via reception.)
Where there is more than one student in the private lesson:
- When booking a make-up class, please contact us to manually book multiple students into a private lesson make-up class time together.
- Where not all students were absent from their regular private class, so that the private lesson did happen but individual students were absent and have a make-up token, that make-up token may be used for a group make-up class or a family swim.