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    • Are Siblings permitted in the centre?
      For security reasons, children can only wait in the centre if accompanied by an adult. They cannot be in the foyer or around the centre unsupervised.
    • Can I take a photo of my child in their class?

      The YMCA welcomes the capturing of your magic moments on camera or video, however privacy of others must be respected. The use of cameras and video cameras at this venue is conditional upon the following:

      • no photos or videos are to be taken whilst on the court - please speak to your child’s coach to organise a photo or video with your child;
      • you must have all relevant individuals consent to use images;
      • it is illegal to broadcast or publish images without consent.

      Under no circumstances are cameras, video cameras or mobile phones to be used in change room areas.
    • Do I have to watch my child in class?
      Children need to be brought into the centre by their parent or guardian and visually handed over to coaches. You may then leave the facility after the session starts but you need to be contactable at all times.

      Handover at the end of class: our teachers must see a visual handover to the parent or guardian of the child at the end of class so please ensure you are present for this to ensure the safety of your child and the continuous smooth running of our program.
    • Do lessons occur on public holidays?
      There are no lessons held on public holidays. Student debits will be amended to reflect the missed class.
    • What do we need to bring to class?
      A drink bottle and comfortable clothing that allows for movement without being too loose. No clothes with hoods or zips, and ensure long hair is tied back.
    • What if my child is unwell?

      If you or your child are unwell, stay home and get well. If you provide us with a medical certificate we will happily provide a credit for lessons missed due to sickness.

      Help us keep our facility clean and healthy by not attending if you or your child:

      • has an infection, contagious illness or physical ailment, such as an open cut or sore
      • has had diarrhoea or “gastro” symptoms
      • has a rash that is contagious or undiagnosed
      • there is any other risk, however small, to other members and guests.
      • If your child is in nappies, please ensure any soiled nappies are disposed of appropriately.
    • How are my outstanding debts paid?
      We will continue to debit your nominated account without notice, until we have received the total amount owed. We will make a reasonable effort to let you know prior to the next debit.

      You can also head to your client portal account and make any outstanding payments, or head to reception at the facility.
    • How can I make a payment?

      Our junior programs classes are paid for via direct debit or an upfront payment.
      Direct debit payment is the easiest option and allows for an automatic direct debit from a nominated bank account or credit card on a fortnightly basis. Payment provides access to your program and entitlements as per the terms and conditions for the next fortnight following the debit date.

      We have a Payment Card Industry Data Security Standard (PCI DSS) compliant payment account record platform. This ensures your credit card details are secure and not accessible through our data.

      We will debit your membership fees from your nominated account as set out in your Direct Debit Request Service Agreement.

      Please note that:

      • debit dates are pre-set for all programs
      • if a debit date falls on a public holiday, we will debit your account on the next business day.

      Credit card debits are live transactions (i.e. they will be honoured or declined immediately once our file hits your bank), so it is recommended that the funds are available the night prior to the debit. Bank account debits may take up to five days to be cleared from your account.

      You must make sure:

      • your account can accept direct debits (your financial institution can confirm this
      • there is sufficient money in your account on the payment (debit) day (6.00am onwards)
      • you tell us if you are transferring or closing your account, at least three business days before your next direct debit.

      Please tell us if you want to change or stop your direct debits. Advising your bank alone does not change or cease your contract with us.

      If you query a payment the appropriate staff will investigate your concern and provide an answer within one to two business days.

      Upfront payments can be made at reception or through client portal and is a bulk payment that pays out the term’s sessions.
    • How can I update my payment information?
      Payment information can be updated via client portal and can be done under payment settings in your account. You can nominate a debit/credit card or a bank account to make your direct debit payments.

      Please ensure any changes are done prior to the fortnightly direct debit run to ensure charges are made to the correct account/card or to avoid late fees for expired details.
      If you require assistance, head in centre and one of our friendly staff members can assist you.
    • How do I cancel my enrolment?
      Our junior programs are term-based commitments and cancelations cannot be made outside of the 7-day cooling off period. You can ask to cancel your enrolment by completing the cancellation request form in centre and emailing or writing to us requesting cancellation.

      Please retain a copy of your cancellation request; either the cancellation request form completed at the centre or the confirmation email.

      Please consider your enrolment as active until you have received confirmation of your request in writing.
    • How do I enrol my child?
      Enrolment to programs can be made through our client portal. Head over to the book section and find the desired class and hit enrol. In depth details can be found when clicking on the program on our website.

      If you require assistance with enrolments, head in centre and one of our friendly staff members can assist you.
    • How will I be notified of any changes in centre?

      We will give you at least 30 days’ notice of any changes by either:

      • publishing them in our newsletter or on our website
      • placing a notice in the centre
      • phoning you or writing to the address (post or email) you last provided.

      If we suspend a centre’s operations or services, temporarily or permanently, we may send you a written notice offering you either a:

      • transfer to another centre, if available
      • complimentary suspension.
    • Is there a cooling off period?
      You can cancel your agreement during your seven-day cooling off period. You have seven days from the date you sign your initial agreement.

      We will then cancel your agreement and refund payment for any class not attended. Payments for classes already attended cannot be refunded.
    • What if my payment is late or declined?
      We will charge you a failed payment fee of $10.00 if your payment isn’t honoured by the bank and this is due to your error. This will be debited from your account with the next scheduled payment and you authorise us to do this as per your Direct Debit Request Service Agreement.