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Customer Policies

SWIMMINGLY, LLC Customer Policies

Last Updated: January 1, 2022 

Our mission is for the Swimmingly community to grow together into the largest and most vibrant swimming community by including everyone in the experience – administrators, coaches, officials, swimmers, and parents. Because whether you are a first timer, and Olympian, a student athlete, and parent, or a fan, everyone in the sport deserves a fun experience with lessons and stories that last a lifetime.
 
 
Child Protection Policy
 

Swimmingly®’s mission is to create the largest swimming community in the world by involving all members of the swimming community in the process of running a great swim season. Part of this means that Swimmingly® keeps track of data on minors who swim on the platform. To make youth swimming a fun and safe experience for everyone, Swimmingly requires that a parent or guardian activate on the Swimmingly® platform and sign-up their respective swimmer(s). When your club administrator opens the season, it is the guardian’s responsibility to sign-up the child for the season in which they participate, and the guardian controls the data of their children as well as any privacy controls afforded to them, as the guardian of that child.

The security of swimmer’s data is a top priority for us, so we have implemented the Child Protection Policy. In short, if there is a minor on your swim team, that swimmer’s guardian must activate their account to register their swimmer(s) for the season. This creates direct transparency & data ownership for each minor’s parent/guardian.

We think you’ll agree this level of security is critical for the young swimmers & their safe development on the Swimmingly® platform. Plus, there are many benefits for your team and each parent!

 

Membership Payment Policy
 
Usage of Swimmingly® products and services constitute customer’s acceptance of the Swimmingly® membership payment policy. All customers must comply with this membership payment policy. Swimmingly® has a seasonal membership fee per swimmer. The season is defined in your Swimmingly® Clubhouse. Examples of a season(s) include:

 

  • The typical time window (season) between any registration period for your club.
  • Summer League (May-August)
  • Year Round Short Course (September-April) Long Course (May-August)
  • High School Season

 

Using CLUB REGISTRATION on the Swimmingly® platform:

Your club will connect your bank account to the Stripe payment gateway via the Swimmingly® platform. Your families can then make registration dues payments directly to your club on the Swimmingly® platform. Once a parent makes payment, the Swimmingly® platform automatically passes registration dues payouts to your club and the Swimmingly® seasonal membership fee to Swimmingly®. Your club can define your own club registration dues. Parents will pay the Swimmingly® membership fee at the time they pay for registration.

See CLUB REGISTRATION FEATURES HERE

Are there fees for using registration on the Swimmingly® platform?
 

Swimmingly®’s registration feature is provided at cost to swim clubs as a feature of the platform. We incur the industry standard processing fee which we pass on when customers pay registration dues. Your club can choose to absorb those processing fees (when you receive transactions from your families registering) or you can have the processing fees paid by parents upon registration. You can find more information about Club Registration in the Swimmingly Clubhouse.

What payment options do parents have to complete CLUB REGISTRATION?
 

Any major debit card or credit card.

Opting-out of free CLUB REGISTRATION feature on the Swimmingly® platform. Options to pay Swimmingly® membership:

These are the options to pay the Swimmingly® membership fee in the event your team opts-out of CLUB REGISTRATION:

Parent Pay (Recommended) – Debit/Credit Card
 
The parent pays the Swimmingly® membership fee at the time of swimmer activation for the season. The club incurs no cost for Swimmingly® membership as the parents pay directly via the Swimmingly® platform.
 
Club Pay – Debit/Credit Card
 
The club places a debit/credit card on file prior to opening the season activation process for parents. The club’s card on file will be charged at the time of any swimmer sign-ups completed by families. Please note, if your payment does not go through for any reason, Swimmingly® will attempt to re-try the charge at intervals throughout the season until the balance is paid. This will not prevent a swimmer from being activated at the time of sign-up and any balance will be reconciled on an ongoing basis at Swimmingly®'s discretion.
 
Organization Payment Offline – By check (subject to qualifying criteria)
 
Organization pays the Swimmingly® membership fee for the expected number of swimmers in the organization. Payment from your organization must exceed $5,000.00 to be eligible for this option. This option requires explicit approval from the Swimminigly® Team for any new season. Payment will be received by the Swimmingly® Team prior to your season being opened for swimmer sign-ups. If your organization does not meet the criteria described in this section, your organization is not eligible for this option.
 
 
Refund Policy
 
Swimmingly® Store Refund
 
Swimmingly® Starter Kit
 
You can pay for shipping and return your Swimmingly® Starter Kit within 60 days of purchase. Swimmingly® must receive the return of your order within 60 days of purchase for a refund. All of the contents of the Starter Kit must be included and will be tested for functionality before processing a refund. We will not honor any refunds on the Swimmingly® Starter Kit if we have not received the Starter Kit (and all of its working contents) within 60 days of purchase.
 
Other Products in the Store
 
There are no refunds available for the lanyards, batteries, or waterproof pouches sold in the store. Any inquiries surrounding the Infinity Starter Cord or the Daktronics “banana plug” Starter Integration Cord should be directed to CablesForLess.com (manufacturer).
 
Swimmingly® Membership Fee Refund
 
A Swimmingly® membership fee that is eligible for a refund may be requested by the party who paid the Swimmingly® membership fee. Swimmingly® membership fees are not pro-rated. Eligibility for Swimmingly® membership fee refunds are as follows:
 
By Parent
 
If the parent pays the Swimmingly® membership fee directly, they may process their own refund in the Swimmingly Clubhouse, if that swimmer has zero published results for the given season. If the swimmer has more than zero results, the Swimmingly® membership for that swimmer is not eligible for a refund. The refund will be applied to the same card originally charged. Refunds are not eligible after the conclusion of the season.
 
By Club
 
If the club pays the Swimmingly® membership fees on behalf of the parents, a club administrator may process a refund for any swimmer if that swimmer has zero results for the given season. The refund will be applied to the same card originally charged. Refunds are not eligible after the conclusion of the season.
 
Payments not made on the Swimmingly platform are not eligible for a refund (checks).
 
Registration Dues Refund
 
Any club administrator can issue a refund for any swimmer’s registration at anytime for any reason, regardless of said swimmer’s participation. When this occurs, we will automatically refund the swimmer’s club registration dues back to the initial source of payment. If the swimmer has zero results from the season, the swimmer is eligible for a refund of the Swimmingly® membership fee. If the swimmer has more than zero results for the given season, that swimmer is not eligible for a Swimmingly® membership refund, only the registration club dues refund. If the swimmer's club registration dues are not fully refunded, the swimmer is not eligible for a Swimmingly membership fee refund.
 
 
Customer Service Policy
 
In order to help you activate, acclimate, and accomplish a successful swim season, it is our policy to provide clear parameters around our customer services. They are as follows:
 
In-Person Training
 
From time to time, leagues, especially new to Swimmingly®, request to have an in-person training session. Your league is eligible for an in-person training session if (1) your league is new to the platform and (2) the entire league is adopting Swimmingly®. We highly recommend our online training sessions and on-demand training resources - they are the most effective tools for equipping a new league for a successful swim season.
 
Violation of the Child Protection Policy
 
Adherence to the Child Protection Policy is mandatory. Support requests to attempt to circumvent the Child Protection Policy will not be fulfilled. Support requests for use-cases where the Child Protection Policy has been circumvented in anyway will not be fulfilled.
 
New Features & Feedback
 
We’d love to hear your ideas and feedback, and you can contact us anytime to provide feedback. Please use subject: “Features and Feedback”. We’d be glad to engage with you on new features and feedback after the conclusion of the season.
 
Bugs or Technical Issues
 
We strive for technical excellence on our platform and are always happy to provide support should a bug appear on the Swimmingly® platform. We are continuously making enhancements and updates, and, encourage you to prepare for meets as early as possible as we can’t guarantee last-minute fixes or updates.
 
Assistance with non-Swimmingly® Software
 
We will not provide assistance with regard to software that is not Swimmingly®. For specifics, please read the ‘Importing Files’ and ‘Exporting Files’ support policy as it relates to integration support other software applications.
 
A Swimmingly® representative acting as the end-user
 
We cannot create data for your swim team on the end-user's behalf. The end-user is responsible for generating their own data, importing their own data, and exporting their own data.
 
 
File Integration Support Policy
 
There are two types of file processes Swimmingly® supports:
  1. Importing files
  2. Exporting files
Importing Files
 

If you have a support request regarding importing files into Swimmingly® (entries or results), please note the documentation of the files with regard to what is included in the file and what is not included in the file:

SDIF Version 3 Documentation

Swimmingly® supports entry and results files imported using either the CL2 or SD3 (SDIF) file type. Please note that these are universal and standardized for companies assisting swim teams with integration and Swimmingly® both adheres to the available documentation and cannot change/update it.

Prior to attempting to import either entries or results, you must ensure compatibility of the file. Swimmingly® cannot provide support or guidance prior to the file arriving in the Clubhouse as this process exists outside our platform. If there is an error during import, Swimmingly® provides an error notification for the most common issues – which must be then corrected by the user. If you need support outside our platform, we recommend contacting the person or business who originated the file.

Note: Due to the nature of the file-transfer process, Swimmingly® can/is compatibile with the formatting of the universally documented files described above. Because the process involves file-transferring, so-called "software integration" is not possible when transferring files between two different software applications. The integration resides in the compatibiliy with the universally documented file, not direct integration with other software applications.

Exporting Files
 

If you have a support request regarding exporting files out of Swimmingly®, please note the documentation of the files with regard to what is included in the file and what is not included in the file:

SDIF Version 3 Documentation

Swimmingly® supports entry and results files exporting using the SD3 (SDIF) file type. Please note that these are universal and standardized for companies assisting swim teams with integration and Swimmingly® both adheres to the available documentation and cannot change/update it.

After the file is properly generated, exported, and downloaded to your machine, Swimmingly® cannot provide support or guidance with importing the file into your desired destination. We recommend seeking support from the company whose software is your desired destination.

Note: Due to the nature of the file-transfer process, Swimmingly® can/is compatibile with the formatting of the universally documented files described above. Because the process involves file-transferring, so-called "software integration" is not possible when transferring files between two different software applications. The integration resides in the compatibiliy with the universally documented file, not direct integration with other software applications.

 

Swim Meet Support Policy
 
There are three types of support requests league or club administrators can make to Swimmingly®:
  1. Pre-meet support requests for swim meets.
  2. Support requests during the swim meet.
  3. Post-meet support requests.
Pre-meet Support Requests
 

A pre-meet support request is any general or specific question around current usability of the Clubhouse, Swimmingly® app, or SwimminglyFan, to help guide you towards accomplishing a successful swim meet on the Swimmingly® platform.

If you have a support request to prepare for a swim meet, first go to the Help Center – there's a ton of answers to a ton of questions. We encourage you to share this link with your swim team. If you don’t see your question, you can contact the Swimmingly® team through team@swimmingly.app.

A pre-meet support request must be made before 6pm EST prior to the day before your swim meet. We recommend creating a request 48 hours prior to your swim meet.

Pre-meet support requests will not be fulfilled if the request is attempted (1) attempting to call/text someone personally on the Swimmingly® Team, (2) calling the Swimmingly® hotline. We will assist you more efficently via email support.

Please note, support volume may be high during the summer season and we cannot guarantee fulfillment of the request if they’re made on short notice. If a pre-meet support request is made the same day as the meet, we may not be able to fulfull it.

Swim Meet Support Request (During the meet)
 

A swim meet support request (during the meet) is a real-time question on the pool deck while your swim meet is setting up, is currently in progress, or is concluding (and you’re still on the pool deck).

The Swimmingly® team hotline is designed to support swim teams on the pool deck. We are happy to assist you via the Swimmingly® team hotline if you are on the pool deck setting up your meet, or while it is underway, or is about to conclude.

Please support your neighbors on the Swimmingly® platform and note that swim meets are running all hours of the day. Keep the Swimmingly® team hotline free for swim teams currently on the pool deck who require assistance.

Post-Meet Support Requests
 

A post- meet support request is any general or specific question around current usability of the products: Clubhouse, Swimmingly® app, SwimminglyFan.

If you have a support request after a swim meet, first go to the Help Center – there's a ton of answers to a ton of questions. We encourage you to share this link with your swim team. If you don’t see your question, you can contact the Swimmingly® team through team@swimmingly.app.

Pre-meet support requests will not be fulfilled if the request is attempted (1) attempting to call/text someone personally on the Swimmingly® Team, (2) calling the Swimmingly® hotline. We will assist you more efficiently via email support.

 

Guest Team Policy
 
If your summer team is eligible to be a guest team on the Swimmingly® Platform:
Free-Trial Policy
 
If your year-round team is eligible to be a guest team on the Swimmingly® Platform: