I am very sorry you have found our policies to be frustrating. I understand we were very strict and firmly denied your request to attend the lesson yesterday even though your child has chicken pox. I do apologise if this came across in a stern manner, this was not our intention. We take the health and safety of our students, teachers and homeowners extremely seriously, and although there were no other students swimming at the same time as you, lessons overlap and children inevitably come into contact with each other regardless.
Following your request for a make-up lesson or refund, we did indeed advise that unfortunately, we are unable to offer any make-ups/refunds/credits for any missed lessons. This is because even if a child is absent, we still have to pay for the instructor's time and pool hire.
Thank you for your feedback about perhaps making this policy clearer. We do highlight this, as well as a couple of other policies very clearly, in writing upon booking. That way you don't have to read through the full Ts&Cs or small print to be made aware. Nevertheless, we will certainly look into how we can make the policy clearer without overloading our clients with more emails.
I do hope your daughter isn't in too much discomfort, and wish her a swift recovery.
SwimWay Operations Manager