How do I know which level to book?
Is your child under 3 years of age?
3-5 months: Jellyfish (not available at all locations)
6-13 months: Nemos
14-35 months: Wiggles
Is your child over 3 years of age?
Complete our online assessment form to find out the correct level: Swim Level Assessment - Fulton Swim School.
If you have any further queries please do not hesitate to contact our Support Office.
How do I change my Credit/Debit card
You can either phone our support office during our opening hours or you're able to update your Credit/Debit card yourself on either your FSS App or online parent portal.
FSS App
Login to App and select "Account"
Scroll down to "Payments"
Select "Update Payment Info"
Read the terms and conditions and then select "Continue"
Scroll down and select "Payment and Agreement"
Input your new Credit/Debit card details (card number, expiry date, CVV - 3-4 digit code from rear of card)
Click on Submit
Online parent portal
Login to parent portal on our website
Select "My Account"
Scroll down to the "Payments" section or click on "Payments"
Scroll down and select "Enter Payment Information"
Read the terms and conditions and then select "Continue"
Scroll down and select "Payment and Agreement"
Input your new Credit/Debit card details (card number, expiry date, CVV - 3-4 digit code from rear of card)
Click the checkbox next to "I'm not a robot"
Select Submit
How do I book an assessment
To decide what level your child is in there are a number of options available. You can use our online Swim Level assessment guide which is available on our website or by clicking this link: Swim Level Assessment - Fulton Swim School
If you are still unsure you can call our support office and they can discuss the different levels with you or they can book a quick 5 minute assessment at the pool for you if required.
The assessment at the pool is free of charge and one of our instructors will be with your child to assess where they are at with their swimming skills and then recommend a level to book. You can then book classes online, at the pool with the deckhand or by calling our support office.
Cancellation of Lessons
When making a booking online with Fulton Swim School you have agreed to an ongoing booking, which will continue to roll over until you provide notice of cancelling to us.
In order to cancel booking with us, please send an email to info@fultonswimschool.co.nz in the email please include
- Child's First and Last Name
- Final Lesson Date
- Reason for cancelling
This must be done prior to the 28th of the month. If this date is missed you will be charged for a full month of lessons.
Once payment has been made and you decide to withdraw your child from swimming lessons there will be no refund or credit for the payment made.
Gift Vouchers
Fulton Swim School are proud to announce that we now offer online Gift Vouchers. We also have physical gift vouchers available too which can be bought directly from our facilities.
To buy an online voucher please choose the link for your desired location below:
Patumahoe https://app.iclasspro.com/portal/fsspatumahoe/gift-certificate
Puni https://app.iclasspro.com/portal/fsspuni/gift-certificate
Botany https://app.iclasspro.com/portal/fssbotany/gift-certificate
New Plymouth https://app.iclasspro.com/portal/fssnewplymouth/gift-certificate
Upper Hutt https://app.iclasspro.com/portal/fssupperhutt/gift-certificate
How do I redeem a gift voucher?
If you have received a voucher for Fulton Swim School, congratulations and we look forward to providing you with swim lessons.
Please contact our support office providing your name, gift voucher number if you have one and the amount provided for lessons. If you do not have a Fulton swim school account already, please follow this link create account and this will help us to process the voucher and add the voucher credit to your swim account.
How to redeem a make up token
To redeem a make up token you must use our FSS App or online Parent Portal.
To Redeem via App
Login and check that the correct location is showing at the top of the screen. If not, select "More" (bottom right) and "Switch locations" and then select the correct location where you swim.
Select "Account"
Select the student's name
Click on "Makeups" then click "Use Token" on the token you wish to use (oldest tokens show at the top).
Classes in the student's level that have a space available that day will show as open.
Click the > on the right hand side of the class you wish to book. Click "Use Token" to confirm.
If no classes show, there are no spaces available that day. Please be sure to change the calendar date (top right) to see what is available the following day. Please note that you are only able to book makeup lessons up to two days in advance.
To Redeem via Parent Portal
Login and check that the correct Location is showing in the top right of screen. If not, click on the location button (the first of the three buttons in the top right corner of screen) and then select the correct location where you swim.
Select "My Account"
Click on "Makeups" under the student's name then click "Use Makeup Token" on the token you wish to use (oldest tokens show at the top).
Classes in the student's level that have a space available that day will show as open.
Click on the class you wish to book then select "Submit Request." An E-mail confirmation will be sent to the E-mail address on your swim account.
If no classes show, there are no spaces available that day. Please be sure to change the calendar date (next to the "Choose a Makeup date:") to see what is available the following day. Please note that you are only able to book makeup lessons up to two days in advance.
I recorded an absence but cannot find my token
Tokens are not issued at the time of recording an absence. They will be issued onto your swim account after the class you are absent from is completed. You will receive an email once token has been generated.
How to record an absence
For any class that you are going to miss, you need to let us know via our FSS App or online parent portal PRIOR to the class starting to receive a token.
Login to your FSS account, select "Account". Select the name of the student who is going to be absent.
Click on "Future absences" and follow the calendar prompts for the day you are absent. Your token will appear after the class has taken place.
Make up token expiry
Our make up tokens have a 3 month expiry. This allows plenty of time to redeem your token to make up your missed lesson. Tokens can only be redeemed for make up classes and not be used as credit for your standard booking. You also must have an active booking in order to redeem make up token.
Transferring make up tokens
Tokens cannot be transferred to another student, they must be redeemed by the student that has accumulated them.
I was absent, but there is no make up token on my account
Tokens are only issued if you record your absence before the class begins. By doing this it opens a temporary space for someone else to redeem their token.
If you have recorded an absence for a class and cannot find the token, please contact our support office.
I cannot find a make up class that suits my schedule
Make up lesson spaces are subject to availability. Unfortunately we cannot cater to everyone's schedule. Our schedule changes throughout the year and others are recording absences daily, so keep checking regularly.
Restricted make up token
Tokens can only be used whilst you have an active booking. Do you still have an active enrollment with us? If you have cancelled your lessons you will find you cannot book a make up class until you re-enroll. Your token will remain on your FSS account until expiry.
If you have an active booking and your token is restricted please contact our support office.
When can my child move up?
Our teachers continually assess their student’s ability. Once a child has achieved a goal in 3 consecutive lessons, they will be marked off as having achieved that goal.
Once all goals have been achieved the child will be able to move up. All children progress at different levels, some levels they will move through quicker than others. They will be given their level ribbon and get to ring the achievement bell!
You will then need to find another class in the next level up. Please see below link on how to transfer booking
How can I change / transfer my booking?
If you need to change your swim day/time or your child has moved up a level you can make a transfer.
You can do this by logging into your swim account through the parent portal online or our FSS App.
Click on "Account" and select Enrollments. You will see your current enrollment and below this have the option to "Transfer Enrollment" click on this.
In the filters select the level you are looking for, you will be given class options for that level. Select the class you would like to move to and then click 'Submit Request'
You will receive an email confirmation if the class is available and transfer successful.
If you select a class that says "waitlist" you will be added to the waitlist and contacted only when a space is available.
Please note that an additional lesson charge may be required if your chosen transfer day differs to your current booking and provides an extra lesson in current month.
Contact our support office if you require further assistance with a transfer.
Why is my direct debit more than usual?
Your monthly direct debit payment can vary each month. The payment is based on how many swim lessons you or your child have booked in for the month ahead.
You can work this out by counting how many swim days there are each month, this will vary between 4-5 lessons and multiply this by cost per lesson to work out how much the next month's payment will be in advance.
Cost - How do I pay for lessons?
When enrolling yourself or children into swim lessons, you will be required to provide a payment method of either a credit card or debit card at the checkout.
Your card details will be saved to your swim account and deducted on the 1st of every month for the month in advance.
We do not accept cash or payment via internet banking.
You can find the cost of lessons on our website. Please select the LOCATIONS tab at top of our webpage, then select the pool location. If you scroll down on this page you will find the cost per lesson for your designated site there. Tip: It's right above the pink "SECURE YOUR SPACE" button.
How do I stop my direct debit payment?
If you would like your direct debit payments to stop, you need to send an email to info@fultonswimschool.co.nz before the 28th of the month with your cancellation reason requesting to cancel your swim booking for the following month.
If you miss the cancellation cut off time (28th of the month as stated in our terms and conditions) our direct debit will be set up to run the following month meaning you will be charged for lessons from the first of next month. We are not able to reverse the direct debit, so please ensure your cancellations are made before this date.
Do you offer refunds, credits or transfers if I cancel?
Once payment has been made and you then decide to withdraw your child from swimming lessons there will be no refund or credit for the payment made.
Why have I been charged a late fee?
Fees for our swim programmes during the year are to be paid in advance by monthly Direct Debit from a nominated credit or debit card on the 1st of each of each month.
Payments are processed on the 1st month regardless of working days/weekend. Please ensure you have allowed for this payment by making sure there is enough money in your nominated account for up to 5 working days following your payment date.
If Direct Debit fails a rejection fee of $20.00 will be added to the outstanding balance. The rejection fee is added immediately if the payment is unsuccessful after the second attempt.
Is my credit or debit card information secure?
Your credit or debit card information is saved securely in your online account. You are able to update or change your credit or debit card yourself on the parent portal or FSS app. You can also do so over the phone during our support office opening hours.
How much do lessons cost?
You can find the cost of lessons on our website. Please select the LOCATIONS tab at top of our webpage, then select the pool location. If you scroll down on this page you will find the cost per lesson for your designated site there. Tip: It's right above the pink "SECURE YOUR SPACE" button.
How can I access my Statement?
You are able to access your Statement on your Parent Portal (via our website) by following the below steps. Login, select My Account, select Transaction History. At the bottom of this section you are able to select either Generate Statement, to see your current balance and last payment details, or Generate Ledger, to see your charges and payments over a self selected period of time.
What happens when a teachers schedule changes during the course of that year but I can’t change my day and time?
At FSS all of our teachers go through an extensive hiring and training process. They are all fantastic at teaching children how to swim and be safe in the water. If you have any specific requests regarding your teacher/s and class/es we will try to meet those needs. However we cannot control events that may occur in our teacher's lives that may require them to change their schedules occasionally.
