Love to Swim is a fraudulent company, which cancels half of their classes, reschedules those without their customers’ consent, and refuses to pay any refund legally owned to its customers.

It was and is a nightmare to deal with Emma and the rest of the Love to Swim team. Emma is now discriminating against my daughter (who is 7 years old!) and revoked her access to their platform (which they advertise as part of the package), as a revenge to my refund query (see below for more details).

In the end, Love to Swim paid the refund, and I would encourage anyone who has been scammed by them to insist on such refunds. As mentioned above, as a revenge, Emma deleted all data that included my daughter’s swimming progress made based on the lessons that we paid for (and, for once, were not cancelled).

I would be careful in entrusting children with any service offered by Love to Swim, as clearly they are only concerned about getting money and, at no point, about the wellbeing of the children whose parents made the mistake of booking Love to Swim classes.

Original review
We enrolled our daughter to Love to Swim’s programme at Goodluck Hope, out of convenience as we live nearby. The instructor is decent, and our daughter made some progress.
However, LTS’ management, led by Emma, is extremely poor and deprives children of their swimming lessons (and their parents of their money). We booked the last block of classes in June 2024 and since, 50% of the classes that we booked were cancelled due to staff shortage (i.e., the instructor didn’t come to work). That alone is ridiculous, however, LTS are not refunding us for the cancelled classes. Hiding behind their obscure terms & conditions, Emma insists that we are not eligible for a refund (they rescheduled the cancelled classes on a rolling basis, which we didn’t accept as there were calendar conflicts). This is obviously illegal (in the UK, customers have a statutory right of refund in case services are not provided as paid for at the time of payment), so now we have to go through the small claims court to claim back £26(!) for the two cancelled classes. If we had known that Emma and the rest of the management are illegally withholding money, and generally that they are more interested in scamming customers, rather than providing swimming classes for children, then we would have obviously not entrusted our daughter to any of Love to Swim’s services

Further to Love to Swim's reply below, I would like to reiterate what I mentioned in my review - Love to Swim's T&C's are obscure and the terms for cancellations/ refund are not clearly visible at the time of booking. Additionally, just because something is stated in a company's T&C's, does not make it legal (even if the customer "ticked a box"). Indeed, refusing a refund for cancelled services is illegal in the UK and can be prosecuted (thus my decision to go through the courts, asking also for damage compensation).
Also, Love to Swim mentioned in their reply to my review that my daughter still has two lessons left on account and that we can conclude the booking as scheduled - this is a pure lie and Love to Swim are trying to mislead prospective customers who are reading this. The two lessons still on account are two lessons that were cancelled by Love to Swim (see above) and unilaterally rescheduled by them to dates that do not work for our daughter, without our approval, i.e., we cannot "conclude the booking as scheduled", as the classes that we scheduled and paid for were cancelled by Love to Swim. This practice is not only unfair to existing customers (who need to attend classes that they had never scheduled, or just forfeit them and lose their money), but also to prospective ones as slots are blocked and remain unused (but with Love to Swim still keeping the money they are illegally withholding).
And lastly, to comment on the entire reply from Love to Swim, as, again, their answers are misleading readers, the e-mail request that I had and "was turned down", was a request to reschedule a class that was cancelled by Love to Swim, and rescheduled by them to a date that didn't work for our daughter, to a date that did work for her, which they refused (after which we asked for a refund, which again Love to Swim illegally refused to pay). This originated the discussion above, after which it became clear that Love to Swim are scamming their customers, where they can.

To show once more Love to Swim's misconduct, they just paid for the last positive review they had to be shown on top of all reviews (as advertisment), even if it is older than the negative reviews they received. Instead of refunding customers for classes that Love to Swim cancelled, they use customer money to bump up old positive reviews over negative ones and continue with misldeading current and prospective customers.