We run strictly by appointment, so a few clear rules keep every session fair, safe and on time. These apply to all pool training and package sessions.
Payment does not automatically confirm your booking. Your slot is confirmed once your instructor approves it. You'll get a note the moment that happens. The flow is: Book → Payment received → Instructor confirms → Booking confirmed.
Training payments are non-refundable. Can't make a session? Reschedule with at least 24 hours' notice. If we have to cancel (instructor or facility), you get a full refund; if weather or safety affects the session, we reschedule at no cost.
A missed session without at least 24 hours' notice is treated as used: the session is deducted from your package (or the single-session fee is forfeited). This mirrors our reschedule policy.
In approved exceptional circumstances, Shello may convert the unused value into Shello Credits instead of issuing a cash refund. These credits may be used towards future training, courses or expeditions, subject to Shello's approval.
Payments are generally non-refundable. However, for genuine medical emergencies or approved exceptional circumstances, Shello may convert the remaining unused value into Shello Credits instead of issuing a cash refund, subject to Shello approval.
Reschedule with at least 24 hours' notice. Less than 24 hours' notice (or a no-show) forfeits the session.
Private coaching uses 2 credits from your package. Every location works the same way, so a private session at any of our pools draws 2 credits from that location's balance.
All training equipment is provided or included. Just bring the basics: swimsuit, towel, shampoo, hairdryer. Training in your own gear? Bring it along and we'll help you dial it in.
Never train breath-hold alone. Always with your instructor or an approved buddy. Come well-rested and hydrated, follow every safety briefing, and tell us about any medical condition, medication, recent illness or pregnancy before you get in the water.
If anything's unclear, just ask. We'd rather sort it out before your session than after.