Everything You Need to Know

FAQ’S

We’ve gathered answers to some of the most common questions to help make your experience with L+R Group as smooth as possible. Whether you’re curious about programs, facilities, memberships, or employment, this is a great place to start.

If you can’t find what you’re looking for, please contact your local facility directly — our friendly team will be happy to assist you.

GENERAL

  • Twelve (12) years of age.
    As per our Supervision at Public Pools Policy and our Stadium Supervision Policy, a person needs to be 12 years of age to attend without adult supervision.

  • Please contact the reception team at your local facility. Lost property is collected and stored daily. Items are held for a short period before being responsibly disposed of or donated to charity.

FEES + CHARGES

  • We offer discounted rates for individuals who hold a valid concession card, including:

  • Yes, you will need to present your valid concession card each time when paying for casual visits. If you are purchasing a membership or punch pass, you will also need to show your concession card at the time of purchase.

ACTIVE WORLD

  • The Active World app is a convenient, parent-friendly platform that allows you to manage your membership and bookings all in one place.

    Available on the Apple App Store and Google Play, the app gives you easy access to:

    • Booking and managing student enrolments

    • Updating personal and family profiles

    • Managing billing and payment history

    • Communicating with your centre

    • Marking absences

    • Viewing a personalised class schedule

    • Tracking progress, skills achieved, and what’s next

    It’s designed to give families more control and visibility over their lessons—anytime, anywhere.

    COMING SOON

PROGRAM BOOKINGS

  • No need to call or email us! If your child is going to miss a class, simply mark their absence in the Active World app at least one hours before the lesson starts.

    Doing this will automatically generate a make-up class credit, which you can book yourself through the app at a time that suits you.

  • Yes, if you know in advance that your child will miss lessons for up to two weeks (for example, during a family holiday), you can request a temporary suspension.

    During this time, you won’t be charged and no make-up classes will be provided, but your child’s place in the class will be held.

    To arrange a suspension, please speak directly with your program coordinator, as this cannot be managed through the Active World app. A small holding fee will apply.

  • Your child’s lessons will continue on an ongoing basis until you notify us that you wish to cancel.

    To arrange a cancellation, please speak directly with the program coordinator, as this process cannot be completed through the Active World app.

  • The Active World app syncs in real time, so any changes to your class booking should be reflected straight away.

    If the app is still showing your old class day, please contact your centre directly to confirm that your booking has been updated correctly.

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SERVICE NSW

  • As a registered Service NSW Provider, we currently accept the following vouchers:
    • Active Kids
    • First Lap

    These vouchers can be used for eligible swimming and recreational programs.

  • To claim and redeem your Active Kids Voucher:

    1. Visit sport.nsw.gov.au/activekids, and read the parent Guidelines and Fact Sheets to learn more about the program. 

    2. Create/Log in to your MyServiceNSW account and Complete an Active Kids application.

    3. You will receive a voucher with a unique ID number for each child you register (available to download, print and email).

    4. Redeem your vouchers by filling out our online form. Please allow up to three (3) business days for your voucher to be processed. The voucher amount will be credited to your account to be used towards your program fees.

    To claim and redeem your First Lap Voucher:

    1. Visit https://www.service.nsw.gov.au/transaction/apply-first-lap-learn-swim-voucher for information on how to apply for your voucher. 

    2. Create/Log in to your MyServiceNSW account to apply for your voucher.

    3. You will receive a voucher with a unique ID number for each child you register (available to download, print and email).

    4. Redeem your vouchers by filling out our online form. Please allow up to three (3) business days for your voucher to be processed. The voucher amount will be credited to your account to be used towards your program fees.

Legals

Here you will find essential information regarding our legal disclosures, and guidelines for engaging with our services. Each section provides a brief overview and a link to the full policy for detailed reading. Familiarise yourself with these documents to ensure a clear understanding of our commitments and expectations.

  • Our Facility Terms and Conditions outline the rules and guidelines for using our facilities.

    For comprehensive details, please review the full policy here.

  • Our surcharge disclosure and payer agreement are located in Family Policies with iClassPro. All members will be asked to review and accept this policy.

    To read the surcharge details, please click here.

  • By signing this legally binding Rock Climbing Release and Waiver of Liability and Acknowledgment of Risk, you agree to voluntarily assume all associated risks and release the Company, L+R Group, from any claims arising from participation in our activities, including those due to negligence.

    For the full policy, please click here.

  • All enrolled players are required to familiarise themselves with and agree to our Stadium Competition Rules + Conditions. These guidelines are designed to ensure fair play and prioritise participant safety.

    For a thorough understanding of our policies, please refer to the complete document here.