Session bookings
When you purchase a timed lane or class slot, you enter a contract for studio access during the published window. The price covers facility preparation, staffing, and safety cover allocated for that interval. Changes that keep capacity fair for other swimmers follow the rules below.
Cancellations initiated by you
If you cancel twenty-four hours or more before the scheduled start time, you may choose a credit toward a future session of equal or lower public list price where capacity exists, or a refund to the original payment route upon written request. Credits are stored against your booking identity for twelve months from issue unless a shorter period is stated at purchase.
Cancellations inside twenty-four hours may be non-refundable because staffing and lane allocation have already been fixed. We exercise discretion for documented technical faults on our booking system or emergencies communicated promptly through official channels.
Send every cancellation or change request through the same channel you used to book when possible so records stay aligned.
Cancellations initiated by us
We may cancel sessions when essential maintenance, safety incidents, or statutory requirements make operation unreasonable. In those cases we first propose alternative dates close to your preference. If no alternative works, we refund the net amount paid for the affected session within fourteen calendar days.
Occasionally partial changes apply, for example a shorter slot with proportional refund; we explain the calculation before you confirm acceptance.
Refunds
Approved refunds return money through the original card or payment provider. We cannot split refund paths unless the provider allows it. Bank processing windows vary; we mark the refund as sent when our payment partner confirms acceptance.
Where a promotional discount applied, refunds reflect the amount actually paid rather than undiscounted list prices unless a specific promotion states otherwise in writing.
Credit notes
Credits may be issued instead of cash refunds when you prefer flexibility or when partial service was rendered. Credits are non-transferable unless we explicitly authorise a named transfer in writing.
Retail goods
Sealed accessories or consumables purchased at reception may be returned within fourteen days of purchase if unused and in original packaging, subject to inspection. Swimwear with hygiene seals opened cannot be returned unless faulty.
Receipt required
Bring the receipt or card transaction reference so we can match the sale to accounting records.
Sale items
Reduced-price items may be marked as final sale. That status is indicated on shelf labels and receipts.
Faulty goods
If an item fails under ordinary consumer expectations, you may request repair, replacement, or refund in line with consumer protection legislation. We may ask for photographs or the physical item to validate the fault before authorising return postage where relevant.
Card chargebacks
If you initiate a chargeback, we may pause further bookings until the dispute clarifies, to avoid duplicate relief. Co-operate with reasonable evidence requests so we can resolve issues quickly.
Dispute handling
Most concerns resolve at reception or via email. If you remain dissatisfied after escalation to a manager, you may explore alternative dispute resolution venues available in your jurisdiction without prejudice to mandatory consumer rights.
Contact
Email assist@ghodexarthiphrox.world with your booking code, or call +44 20 3371 2300 on weekdays. Post: Ghodexarthiphrox, Ariel Way, London W12 7GF, United Kingdom.