Policies &
House Rules
Everything you need to know before your lesson.
Find information about pool rules, cancellations,
payments, location-specific requirements and more.
Important Information Before You Arrive
A little preparation helps us keep lessons safe, organized and enjoyable for every swimmer.
Arrive on Time
Please arrive 15 minutes early so your swimmer is ready when the lesson begins.
Parent Supervision
Parents and guardians must remain onsite and observe the lesson. Children should never be left alone in the pool area.
What to Bring
Bring a swimsuit, towel and goggles if needed, plus anything required by your specific pool.
Shower Before Lesson
Swimmers should shower before entering the pool when required by the facility.
Health & Safety
Please share any information that may affect a swimmer's safe participation in lessons.
Check Your Messages
Please check your messages before each lesson in case there is an important last-minute change.
Important Reminder
Only registered swimmers may enter the pool when their instructor calls them over. Swimmers should not enter early or remain in the water after their lesson.
Respect Other Guests
Please be respectful of hotel guests, gym members and other people using the pool and facility.
Do Not Prop Open Doors
Pool and facility doors must remain closed. Please do not prop doors open for other guests.
Remove Outdoor Shoes
Outdoor shoes must be removed before entering the pool area.
No Food or Drinks
Food and drinks are not permitted in the pool area.
Use Changing Areas
Swimmers must change in the bathroom or designated changing area, not on the pool deck.
Limit Poolside Guests
When possible, we ask that only one family member accompany each swimmer in the pool area.
Facility Amenities
MIS lesson registration does not include access to other facility amenities such as hot tubs, saunas or fitness centres.
While You're at the Pool
Help us keep the pool environment safe, clean and comfortable for swimmers, families, instructors and other facility users.
Follow Staff Instructions
Swimmers and families must follow instructions from MIS instructors, lifeguards and facility staff.
Walk on the Pool Deck
Please walk around the pool deck and follow all posted safety rules while inside the facility.
Food & Drinks
Follow the facility's rules regarding food and drinks. Glass containers should never be brought onto the pool deck.
Changing Areas
Please use the designated changing areas and respect all facility rules regarding changing rooms and showers.
Personal Belongings
Keep personal belongings with you or in designated storage areas. Avoid leaving valuables unattended.
Respect the Facility
Please be respectful of other swimmers, families, staff and the shared spaces within each facility.
Every Pool Is Different
Some MIS locations have additional rules for swim caps, changing rooms, access, parking or other facility requirements.
Find Your Pool
Each facility has its own access, parking and pool-deck requirements. Select your location below before attending your first lesson.
- Bathing caps are required.
- Access cards are required. MIS distributes them at reception at the beginning of the session.
- Access cards must be returned after the last lesson if the swimmer is not returning the following season.
- MIS clients may use the changing room on the pool deck only. Gym changing rooms are not available to MIS clients.
- Strollers are not permitted inside the CLDV centre.
- Parking is free for MIS clients.
- Pick up a parking pass from the hotel front desk when leaving the hotel.
- Finding and paying for parking is the client's responsibility.
- Hotel parking is generally the most expensive option.
- Bathing caps are required.
- Parents are not permitted on the pool deck. Children must be dropped off at the end of the changing rooms.
- Parents must wait in the atrium on the other side of the glass wall.
- Clients must use the family changing rooms. Gender-specific changing rooms remain locked.
- Clients must park in the visitor section or in the parking lot across the street.
- Paid parking is at the client's own expense.
- Parking is free.
- Clients must buzz the front desk when arriving at the parking gate.
- Clients should use the visitor parking section or the lot across the street where applicable.
- MIS clients must sign in at reception at every lesson.
- Finding and paying for parking is the client's responsibility. Hotel parking is generally the most expensive option.
- Parents are not permitted in the pool area during lessons. Children must be dropped off at the pool door.
- Parents must wait outside the pool area during the swim lesson.
Parking & Facility Access
Parking policies vary by facility. Unless otherwise stated above, parking availability and any associated fees are the client's responsibility.
Need to Make a Change?
We understand that plans sometimes change. Here is how cancellations, refunds, class changes and missed lessons are handled.
Cancel a Registration
If you need to cancel your registration, please contact MIS as soon as possible so we can review your request.
Change a Class
Requests to move to another day, time, instructor or location are subject to availability.
Missed Lessons
Lessons missed by the client are not eligible for a refund, credit or make-up lesson.
Timing: Cancellation and change requests must be submitted at least 7 days in advance.
Cancelling Your Registration
A full refund will be issued when a cancellation request is received at least 7 days before the first lesson. After that point, the client may be reimbursed for the remaining unused lessons, less a 10% or $50 cancellation fee, whichever is lower.
Requesting a Refund
Refund requests for remaining unused lessons must be submitted in writing by the person who made the original payment to info@swim-montreal.com .
Requests related to a completed session must be submitted within 14 days of the session’s end date.
Refund Method
Approved refunds will be returned to the original method of payment.
Non-Refundable Fees
Registration fees, installment fees and other one-time fees are non-refundable.
Instructor or Weather Cancellations
Lessons cancelled by the instructor or because of weather conditions will be rescheduled. If a lesson cannot be rescheduled, a lesson credit will be provided at the end of the swim term.
Facility Closures
If a pool or facility becomes unavailable, MIS may relocate lessons to another location. If a lesson cannot be relocated or rescheduled, a credit or refund will be provided for the affected lesson.
Changes by MIS
MIS reserves the right to modify or cancel any registration. MIS may change the day, time, location or instructor of a class when necessary.
Credit Expiration
Credits may have an expiration date and must be used before the stated expiration date.
Promotional Codes
Promotional codes and discounts must be applied at the time of registration and cannot be applied retroactively after a registration has been completed.
Non-Transferable Registrations
Registrations are non-transferable between clients or swimmers.
Medical Circumstances
For cancellations related to a medical circumstance, please contact info@swim-montreal.com . Supporting medical documentation may be required.
Instructor Changes
MIS may change an instructor when necessary.
Payment Information
Everything you need to know about paying for your MIS registration.
Payment Method
Payment is made by credit card at checkout.
Payment Due Date
Payment is due on the date of booking. Late payments may be subject to late fees or may affect participation in upcoming lessons or programs.
Payment Plan (Instalments)
Instalment plans are available at checkout for a 6.5% fee. 50% of the total is paid immediately, and the remaining balance is divided across the instalment option you select.
Refunds & Credits
Refunds and credits are handled according to the applicable cancellation and registration policies.
Payments must remain up to date. Outstanding balances may affect access to upcoming lessons or future registrations.
Have Questions?
Our team is happy to help with questions about payments, instalments, refunds or billing.
About At-Home Lessons
Our at-home lessons bring the MIS experience to your private pool, condo or apartment building pool. Here’s what you need to know before booking.
Where We Teach
Lessons can take place in your private pool or at the pool in your condo or apartment building.
Group Size
At-home lessons are available as private lessons or small groups, depending on your needs and the setup of the pool.
Scheduling
Schedule options are based on instructor availability and will be confirmed when your lessons are arranged.
What to Prepare
Please make sure the pool area is clean, safe and ready for the lesson before the instructor arrives.
At-home lessons follow the same payment, cancellation and missed-lesson policies as our regular swim lessons.
Weather Policy
Lessons continue rain or shine. A lesson will only be postponed if there is thunder or lightning within 30 minutes of the lesson.
Water Quality
Clients are responsible for testing the water on the morning of the lesson.
Water Temperature
We recommend a pool temperature of 84–86°F for a comfortable and productive lesson.
Pool Access
There must be a clear, unobstructed path to the pool. Instructors are not permitted to enter the home.
After the Lesson
After the lesson, swimmers may only remain in the pool when actively supervised by a parent or guardian.
Lesson Equipment
Clients provide lesson equipment. Flutter boards are strongly recommended, along with balls and noodles.
Have Questions?
Contact us if you have questions about whether at-home lessons are available at your pool.
Hosting a Pool Event?
MIS offers certified lifeguards for private pool parties, events and gatherings so you can focus on your guests while we focus on water safety.
Certified Coverage
MIS provides certified lifeguards to supervise swimmers and help keep your private event safe.
1 Lifeguard Per 15 Swimmers
One lifeguard is required for every 15 swimmers. Larger events may require multiple lifeguards.
3-Hour Minimum
Private lifeguard bookings have a minimum service period of three hours.
Cancellations & rescheduling: Any cancellation or rescheduling of a private lifeguard booking is subject to a $50 fee.
Pool Access
The client is responsible for ensuring that the pool is accessible and ready for the lifeguard for the full duration of the booking.
Bookings Under 48 Hours
Bookings made less than 48 hours before the event are subject to a 20% short-notice surcharge.
Cancellations & Rescheduling
Any cancellation or rescheduling is subject to a $50 fee.
Booking Changes by MIS
MIS reserves the right to modify or cancel a private lifeguard booking when necessary.
Still Have Questions?
Our team is here to help. Contact us and we’ll be happy to assist you.