Booking FAQs
General Booking Information
If I’m new to Carlile, how do I book my child into the Competitive Program?
If you are new to Carlile Swimming, we recommend getting in touch to organise an assessment or trial. This will ensure that your swimmer is placed in the correct level. Please complete the ‘Swimmer Application Form' on our website and we will be in touch within 1-2 business days.
Do the squads take breaks throughout the year?
Yes, the squads will take breaks throughout the year. This is to ensure that the swimmers and families have a chance to get away from the training cycle and is a great opportunity for the swimmers to rest, recover and grow before coming back to training. Squad breaks are typically over the Christmas period and the end of the summer and winter seasons but may vary from squad to squad.
PAYMENT INFORMATION
What is the booking structure for squads?
When you are booked into the competitive program squads (i.e. Rays, Piranhas, Crocs or Senior Squad) you are booked into all of the timetabled sessions available for that squad. This means that you are free to attend whichever sessions best suit your schedule and you are not locked into specific days or times.
What is the payment structure for squads?
The squad fees are an annual fee paid in monthly instalments via direct debit. Direct debit payment can be made from either a credit card or a bank account.
When will I be charged?
Squad fees are paid in advance before the beginning of each month to secure the swimmers place in the program. The direct debit is run on the 4th Wednesday of each month (2022/23 billing schedule available HERE). If squad fees are still outstanding by the first business day of the month then swimmers will not be permitted to train until their account has been settled.
What is the process with payment rejections?
Customers will be notified via email if their fee payment has declined. They will be prompted to log into the parent portal and update their details and/or process the payment. Payments may decline for a number of reasons, including insufficient funds, expired card details, card reported as lost/stolen or you have not yet provided your payment details.
Swimmers will not be able to swim beyond the first business day of the month if squad fees remain outstanding.
What happens to payments during public holidays, squad breaks and/or family holidays?
Squad fees are not adjusted for public holidays, squad breaks or family holidays. This is because the squad fees are an annual fee paid in monthly instalments. All of these factors are taken into account when calculating the annual fee.
What happens if there is an injury or sickness?
The training fees for the competitive program are structured as a yearly sum, which is then divided into monthly payments. This fee serves to secure a position for the swimmer within the squad for the entire membership season, subject to meeting the training expectation and performance standards. Due to this, we are unable to provide refunds, reductions or hold fees for squad enrollment except in extreme exceptional circumstances.
What if I need to cancel my squad booking?
If you wish to cancel your squad booking, you need to notify us by email before the next billing cycle takes place. Please email swimteam@carlile.com.au if you wish to cancel your squad booking.
iCLASS ACCOUNT INFORMATION
How do I change or update my payment details (e.g. expired card details)?
If you wish to change your direct debit details, please log in to your online account and select the “My Accounts” tab in the top left-hand corner. Under “Payments” there is an option to add or update payment information.
How do I view my account history and billing statements?
To view your transaction history, log in to your online account and select the “My Accounts” tab in the top left-hand corner. Under “Transaction History” there is an option to view charges, payments, refunds and produce a general statement.
How do I add multiple contact details for our family account?
The new booking system allows families to have more than one email address and contact number on file. To add multiple contact details to a family account, please select “My Accounts” in the top left corner of the screen. Then, under the “Account Information” tab, there is an option to add more than one mailing address, email, phone and responsible party.
If I have questions about my booking, who should I contact?
The best person to contact about your squad booking is our Competitive Programs Administrator, Rachel Polkinghorne. Rachel can be contacted via email at rpolkinghorne@carlile.com.au.