Yes, it is mandatory to check in when arriving at the venue for a registered program! We provide self-service kiosks on-site for check-in. Customers can access their account to check in by using any phone number listed on the customer account. Please ensure that you log into the customer portal to update the contact information for adults on your account. This will allow parents, grandparents, caregivers, etc. to use their own phone numbers for check-in each time they are on-site.

Checking in for your registered program upon arrival not only informs us of your presence but also provides directions to the location of your program within the pool area (basket color/#). 

Announcements will play in each facility alerting swimmers when it is time to enter the pool area and find their colored baskets. 

To report a future absence from a regular swim lesson, customers must now do so through the Customer Portal up to 14 days in advance. 

Updated Absence Reporting Process:

As of Wednesday, May 21, all customers must report absences directly through the Customer Portal no later than 2 hours prior to the start of their scheduled lesson. This will excuse the absence and issue a swim lesson makeup token.

How to Report an Absence in the Customer Portal:

• Log in to your Customer Portal 
• Navigate to My Account
• Find the student and click Future Absences option
• When prompted, select By Enrollment (not “By Date”)
• Choose the correct date and enrollment, add an optional comment, and click Submit

The billing for ongoing programs occurs on a 4-week billing cycle. Prior to each billing date, courtesy reminders are sent via email and text message, serving as a reminder of the upcoming payment. 

To withdraw from all ongoing programs, a Withdraw Form must be completed. To be removed from the following 4-week billing cycle, the withdrawal form must be received no later than 8:00 AM PST on the final day of the current 4-week billing cycle. 

2025 Billing Dates: 

Q1: Jan 15, Feb 12, Mar 12

Q2: Apr 9, May 7, Jun 4

Q3: Jul 2, Jul 30, Aug 27, Sep 24

Q4: Oct 27, Nov 19, Dec 19

Once you have logged into your customer portal account, you will be able to view and reserve classes online. To do so, please visit aquatechswim.com:

• Click on the CUSTOMER LOGIN button located in the upper right-hand corner of the screen
• Create or sign in to your account
• Choose the BOOKING option and either select a student on your account to make a specific reservation or view all available classes.
• While browsing the classes, you can further refine your search by utilizing the filters such as level, day, etc.
• Select the desired class and click on ENROLL NOW to complete the booking process

To view and manage your current enrollments and request a transfer to a different class, please follow these steps:

• Log in to the Customer Portal 
• Click on the "MY ACCOUNT" option to view your students.
• Under the specific student you want to view details for, click on the "ENROLLMENTS" option.
• Here, you can see the current enrollments for that student.
• To transfer a current enrollment to a new class, click on the "TRANSFER ENROLLMENT" button next to the enrollment you wish to transfer.
• Select the class you want to transfer to and complete the enrollment steps. Please note that you can only select a transfer date within the current billing cycle period.

Makeup tokens become available on your account after an on-time absence has been reported and the absence date has passed. Once a token is active on your account, you can view and book available makeup lessons up to 7 days in advance. 

Customers do not have to be actively enrolled in ongoing lessons to use their makeup tokens. Tokens expire after 1 year. There are no financial credits or refunds given for unused makeup tokens. 

To access your tokens and schedule a makeup lesson, follow these steps:

• Log in to the Customer Portal 
• Click on the "MY ACCOUNT" option to view your students.
• Under the specific student you want to view details for, click on the "MAKEUPS" option.
• Here, you can see all makeup tokens and select the button to "USE MAKEUP TOKEN" 

To access your transaction history, make payments, or update your payment methods, please follow these instructions:

• Visit the CUSTOMER PORTAL
• Choose the "MY ACCOUNT" option and then select one of the following:
• "PAYMENTS" to view your payments, credits, and update your stored payment information.
• "TRANSACTION HISTORY" to view all of your previous transactions.

At AquaTech, we do not place lesson enrollments on hold without payment. Instead, families have two options when taking a break:

Remain Enrolled and Hold Your Spot:

You can choose to continue paying for your lesson space during your break. This ensures your spot is saved and, if you report absences in advance, you’ll receive makeup tokens to use when you return.

Withdraw and Re-Register Later:

If you prefer not to pay while away, you may withdraw from lessons. Please note that your space will be released, and you will need to re-register upon your return based on current availability.

Unfortunately, we cannot guarantee your same spot will be available later, as we do not hold unpaid lesson spaces.

We’re happy to help walk you through the best option for your situation—just let us know!

Ongoing Lessons Payment Policy

• To maintain continuous enrollment in lessons, all customers are required to have a valid credit or debit card on file—even if they prefer to pay by cash.

💵 Paying with Cash

• Cash payments must be made before the billing date to avoid charges to the card on file. Any cash paid in advance will be applied as a credit toward your upcoming billing cycle. We’ll send reminder texts and/or emails one week before the billing date to help you stay on track.

💳 Automatic Credit Card Charges

• If a cash payment has not been received by 8:00 AM PST on the final day of the current billing cycle,  for the upcoming cycle, the credit card on file will be automatically charged to prevent disruption of enrollment.

📅 Paying in Advance

• Prefer to plan ahead? You can prepay 2–3 months in advance by cash/card. When choosing this option, we’ll set a drop date for the end of your prepaid period. To continue lessons without interruption, the next payment must be made at least one week before the upcoming billing cycle.

We appreciate your cooperation in keeping your account current to ensure your swimmer’s spot is secure. If you have any questions about your billing schedule or payment options, our team is happy to help!

Please see our Scheduled Closures page for details. 

Currently, we do not offer specialized classes exclusively for children with disabilities. However, our small group swim lessons are structured to support diverse learning styles and progress at a pace suited to each child's individual development.

We welcome children of all abilities and are committed to providing reasonable accommodations whenever possible. For small group lessons, children should be able to participate in a group environment, follow basic instructions, and wait safely for their turn. If your child may need additional support to meet these expectations, we encourage you to contact us so we can explore potential accommodations or discuss whether private lessons—currently available at our Concord location—may be a better fit.

Our goal is to help every child feel successful and supported in the water, and we’re happy to work with families to find the right path forward.