Last updated July 2025
Overview
At Catch, we want you to be completely satisfied with our swimming training services. This Refund Policy outlines your rights and our procedures for refunds and cancellations.
Your Consumer Rights
Under UK consumer law, you have statutory rights that cannot be excluded:
- Right to Cancel: 14-day cooling-off period for all online purchases (legal requirement)
- Right to Refund: If services are not as described or are faulty
- Right to Remedy: If there are problems with our service delivery
Nothing in this policy affects your statutory rights as a consumer.
1. Subscription Services
Catch Gold Membership
New Subscriptions:
- 7-Day Free Trial: All new Gold memberships include a 7-day free trial
- UK Legal Cooling-Off Period: Under UK consumer law, you have 14 days from subscription start to cancel for a full refund
- Trial Cancellation: Cancel during your free trial period with no charges
Active Subscriptions:
- Monthly Subscriptions: Can be cancelled at any time; service continues until end of current billing period
- Annual Subscriptions:
- Full refund if cancelled within 14 days of purchase (UK legal cooling-off period)
- Pro-rata refund available in exceptional circumstances (see Section 4)
- Otherwise, service continues until end of annual period
Refund Process:
1. Cancel through your account settings or contact rebecca@catchswim.com
2. Refunds processed within 5-10 business days
3. Refund issued to original payment method
Catch Free Membership
- Free tier services have no refund implications
- Upgrading from Free to Gold follows new subscription rules above
2. In-App Purchases
One-Time Purchases:
- Digital Content: 14-day cooling-off period applies (UK legal requirement)
- Specialized Programs: Full refund within 14 days if not accessed
- Partial Access: Pro-rata refund may apply if partially consumed
Refund Eligibility:
- Content not accessed: Full refund available
- Content partially accessed: Refund at our discretion based on usage
- Technical issues preventing access: Full refund guaranteed
3. Cancellation Process
How to Cancel:
Self-Service:
1. Log into your Catch account
2. Go to Account Settings → Manage Subscription
3. Select "Cancel Subscription"
4. Follow confirmation steps
Contact Support:
- Email: rebecca@catchswim.com with "Cancellation Request" in subject line
- Include: Account email, reason for cancellation, preferred refund method
- Response Time: We'll respond within 2 business days
What Happens After Cancellation:
- Immediate: Billing stops, no future charges
- Access: Service continues until end of current billing period
- Data: Account data retained according to our Privacy Policy
- Reactivation: Can resubscribe at any time
4. Exceptional Circumstances
We may provide refunds outside our standard policy for:
Technical Issues:
- Service Outages: Pro-rata credit for extended downtime
- App Bugs: Refund if bugs prevent core functionality
- Account Issues: Full refund if we cannot resolve access problems
Personal Circumstances:
- Medical Issues: Refund consideration for health conditions preventing swimming
- Relocation: Refund consideration if moving to area without suitable facilities
- Financial Hardship: Case-by-case review for genuine hardship situations
Eligibility:
- Must contact us within 30 days of issue arising
- Must provide reasonable documentation if requested
- Subject to verification and our discretion
5. Non-Refundable Situations
Standard Exclusions:
- Change of Mind: After 14-day cooling-off period and 7-day trial period (unless exceptional circumstances)
- Lack of Use: Not using the service doesn't entitle you to a refund
- Skill Level: Discovering programs are too advanced/basic for your level
- Equipment: Issues with your own swimming equipment or pool access
- Weather: Outdoor swimming prevented by weather conditions
Policy Violations:
- Account Suspension: No refund if account suspended for terms violations
- Abuse: No refund for abuse of refund system or fraudulent claims
- Chargebacks: Disputed payments may result in account suspension
6. Refund Timeline
Processing Times:
- Credit/Debit Cards: 5-10 business days after approval
- Digital Wallets: 3-5 business days after approval
- Bank Transfers: 3-7 business days after approval
Approval Timeline:
- Standard Requests: Reviewed within 2 business days
- Complex Cases: May take up to 10 business days
- Investigation Required: Up to 30 days for fraud prevention
7. Disputes and Appeals
If Your Refund is Denied:
1. Internal Appeal: Email rebecca@catchswim.com with additional information
2. Management Review: Request escalation to senior management
3. External Resolution: Use Alternative Dispute Resolution if needed
Consumer Rights:
- Citizens Advice: Free guidance on consumer rights
- Small Claims Court: For disputes under £10,000
- Financial Ombudsman: For payment-related disputes (if applicable)
8. Gift Subscriptions
Purchased Gift Subscriptions:
- Purchaser Rights: 14-day cooling-off period from purchase date
- Recipient Rights: Can decline gift and request refund within 30 days
- Unused Gifts: Full refund if recipient never activates subscription
Process:
- Contact rebecca@catchswim.com with gift subscription details
- Include purchase confirmation and reason for refund request
9. Currency and International Customers
Exchange Rates:
- Refunds processed in original currency where possible
- Exchange rate fluctuations may affect final refund amount
- Bank fees deducted from refund amount where applicable
International Customers:
- Subject to UK consumer law for UK-resident customers
- Local consumer laws may provide additional rights
- Processing times may vary by country and payment method
10. Fraud Prevention
Security Measures:
- Identity verification required for refund requests
- Monitoring for suspicious refund patterns
- Right to refuse refunds for suspected fraud
Account Protection:
- Refunds only processed to verified payment methods
- Additional verification may be required for large refunds
- Account may be temporarily suspended during investigation
11. Policy Updates
Changes to This Policy:
- Policy updates communicated via email and in-app notifications
- Significant changes will include 30-day notice period
- Your continued use constitutes acceptance of updated terms
Grandfathering:
- Existing subscriptions maintain refund terms from time of purchase
- New policy terms apply to new subscriptions and renewals
12. Contact Information
For Refund Requests:
Email: rebecca@catchswim.com
Subject Line: Include "Refund Request" or "Cancellation Request"
Information to Include:
- Account email address
- Subscription type and billing information
- Reason for refund request
- Preferred refund method
Response Commitment:
- Acknowledgment: Within 24 hours
- Initial Response: Within 2 business days
- Resolution: Within 10 business days for standard requests
13. Legal Jurisdiction
This Refund Policy is governed by English law and subject to the jurisdiction of English courts. For consumer contracts, this does not affect your statutory rights in your country of residence.
Need Help?
If you have questions about this refund policy or need assistance with a refund request, please contact our support team at rebecca@catchswim.com.
We're committed to fair and transparent refund practices that respect both your consumer rights and our business needs.