Customer Policies

SWIMMINGLY, INC Customer Policies

Last Updated: 11/01/2022


Our mission is for the Swimmingly community to grow together into the largest and most vibrant swimming community by including everyone in the experience – administrators, coaches, officials, swimmers, and parents. Because whether you are a first timer, and Olympian, a student athlete, and parent, or a fan, everyone in the sport deserves a fun experience with lessons and stories that last a lifetime.



Child Protection Policy


Swimmingly®’s mission is to create the largest swimming community in the world by involving all members of the swimming community in the process of running a great swim season. Part of this means that Swimmingly® keeps track of data on minors who swim on the platform. To make youth swimming a fun and safe experience for everyone, Swimmingly requires that a parent or guardian activate on the Swimmingly® platform and register their respective swimmer(s). When your club administrator opens the season, the guardian is responsible for registering their children for the season in which they participate, and the guardian then controls the data of their children as well as any privacy controls afforded to them, as the guardian of that child.


The security of swimmer’s data is a top priority for us, so we have implemented the Child Protection Policy. In short, if there is a minor on your swim team, that swimmer’s guardian must activate their account to register their swimmer(s) for the season. This creates direct transparency & data ownership for each minor’s parent/guardian.


This level of security and transparency to the guardian is critical for the development of young swimmers on the Swimmingly® platform.



Membership Payment Policy

Usage of Swimmingly® products and services constitute customer’s acceptance of the Swimmingly® membership payment policy. All customers must comply with this membership payment policy. Swimmingly® has a seasonal membership fee per swimmer. The season is defined in your Swimmingly® Clubhouse. Examples of a season(s) include:

  • The typical time window (season) between any registration period for your club.
  • Summer League (May-August)
  • Year Round Short Course (September-April) Long Course (May-August)
  • High School Season

Using CLUB REGISTRATION on the Swimmingly® platform:

Collect revenue for your club on the Swimmingly® platform. Your club will connect your bank account to the Stripe payment gateway via the Swimmingly® platform. Your families can then make registration dues payments directly to your club on the Swimmingly® platform. Payouts from transactions your parents/guardians make are deposited directly into your club's bank account. Your club can define your own club registration dues. Parents will pay the Swimmingly® membership fee at the time they pay for registration. See CLUB REGISTRATION FEATURES HERE


Are there fees for using CLUB REGISTRATION on the Swimmingly® platform?

Swimmingly incurs the industry standard processing fee which we pass on when customers pay registration dues. Your club can choose to absorb those processing fees (when you receive transactions from your families registering) or you can have the processing fees paid by parents upon registration. You can find more information about Club Registration in the Swimmingly Clubhouse.


What payment options do parents have to complete CLUB REGISTRATION?


Parent/Guardians can make registration payments using any major debit card or credit card.


If you club opts-out of CLUB REGISTRATION on the Swimmingly® platform, these are the options to pay Swimmingly® membership:


These are the options to pay the Swimmingly® membership fee in the event your team opts-out of CLUB REGISTRATION:


Parent Pay (Recommended) – Debit/Credit Card

The parent pays the Swimmingly® membership fee at the time of swimmer activation for the season. The club incurs no cost for Swimmingly® membership as the parents pay directly via the Swimmingly® platform.


Club Pay – Debit/Credit Card

The club places a debit/credit card on file prior to opening the season for parents/guardians. The club’s card on file will be charged for Swimmingly® membership fee at the time of any swimmer registration completed by parent/guardians. Please note, if your payment does not go through for any reason, Swimmingly® will attempt to re-try the charge at intervals throughout the season until the balance is paid. This will not prevent a swimmer from being registered at the time of initial registration and any balance will be reconciled on an ongoing basis at Swimmingly®'s discretion.

Organization Payment Offline – By check (subject to qualifying criteria)

Organization pays the Swimmingly® membership fee for the expected number of swimmers in the organization. Payment from your organization must exceed $5,000.00 to be eligible for this option. This option requires explicit approval from the Swimmingly® Team for any new season. Payment will be received by the Swimmingly® Team prior to your season being opened for swimmer sign-ups. If your organization does not meet the criteria described in this section, your organization is not eligible for this option.



Refund Policy


Swimmingly® Starter Kit

You can pay for shipping and return your Swimmingly® Starter Kit within 60 days of purchase. Swimmingly® must receive the return of your order within 60 days of purchase for a refund. All of the contents of the Starter Kit must be included and will be tested for functionality before processing a refund. We will not honor any refunds on the Swimmingly® Starter Kit if we have not received the Starter Kit (and all of its working contents) within 60 days of purchase.

Other Products in the Store

There are no refunds available for the lanyards, batteries, or waterproof pouches sold in the store - if a lanyard, portable battery, or waterproof pouch is faulty upon receipt, please contact the Swimmingly® Team as you may be eligible for store credit or replacement. Any inquiries surrounding the Infinity Starter Cord or the Daktronics “banana plug” Starter Integration Cord should be directed to CablesForLess.com (manufacturer).

Swimmingly® Membership Fee Refund

A Swimmingly® membership fee that is eligible for a refund may be requested by the party who paid the Swimmingly® membership fee. Swimmingly® membership fees are not pro-rated.


Eligibility for Swimmingly® membership fee season refund:

  • Swimmer is eligible for refund at anytime during the season if the swimmer has zero published results for the season.
  • Swimmer with zero published results for the season is eligible for refund anytime prior to the end of the season.
  • Swimmers are not eligible for refunds after the conclusion of the season.
  • Swimmers are not eligible for refunds if Swimmingly® membership payment has not yet been made.


By Parent

If the parent pays the Swimmingly® membership fee directly, they may process their own refund in the Swimmingly Clubhouse. The refund will be applied to the same card originally charged. Refunds are not eligible after the conclusion of the season.

By Club

If the club pays the Swimmingly® membership fees on behalf of the parents, a club administrator may process a refund. The refund will be applied to the same card originally charged. Refunds are not eligible after the conclusion of the season.


Club Registration: Refunds Between Your Club & Your Families

Any club administrator can issue a refund for revenue generated for your club via CLUB REGISTRATION (club dues & additional checkout items) at anytime for any reason. Refunds are typically processed within 5-10 business days and returned to the initial source of payment. The Swimmingly® platform uses Stripe Connect to facilitate your club's ability to make money on the Swimmingly® platform. In the event your club's Stripe Connect account does not have enough funds, a refund directly through the Swimmingly® platform may not be possible. In some cases, payouts from your Stripe Connect account to your bank account have already occurred, and you will need to process the refund from your bank account.



Customer Service Policy

In order to help you activate, acclimate, and accomplish a successful swim season, it is our policy to provide clear parameters around our customer services. They are as follows:

In-Person Training

From time to time, leagues, especially new to Swimmingly®, request to have an in-person training session. These can be a great way to onboard a new league onto the Swimmingly® platform. Your league is eligible for an in-person training session:

  • If your league is new to the platform and
  • The entire league is adopting Swimmingly®.


We highly recommend our online training sessions and on-demand training resources - they are the most effective tools for equipping a new league for a successful swim season.

Violation of the Child Protection Policy

Support requests to aid-in or attempt to circumvent the aforementioned Child Protection Policy will not be granted.

New Features & Feedback

We’d love to hear your ideas and feedback, and you can contact us anytime to provide feedback. Please email team@swimminly.app and use subject: “Features and Feedback”. We’d be glad to engage with you on new features and feedback after the conclusion of the season.

Bugs or Technical Issues

We strive for technical excellence on our platform and are always happy to provide support should a bug appear on the Swimmingly® platform. We are continuously making enhancements and updates, and, encourage you to prepare for meets as early as possible as we can’t guarantee last-minute fixes or updates.

Assistance with non-Swimmingly® Software

We cannot provide assistance with software that is not Swimmingly®. Please read the ‘Importing Files’ and ‘Exporting Files’ support policy on this page as it relates to integration support for other software applications.

A Swimmingly® representative acting as the end-user

We cannot create data for your swim team on the end-user's behalf. The end-user is responsible for generating their own data, importing their own data, and exporting their own data.

De-Facto League Admin Support

From time to time, a league may not have at least one league administrator. In this case, Swimmingly may promote one club admin to league admin privileges to assist with the administration of the season.

File Integration Support Policy

There are two types of file processes Swimmingly® supports:

  1. Importing files
  2. Exporting files


Importing Files

If you have a support request regarding importing files into Swimmingly® (entries or results), review the documentation below. Please note that the SDIF spec is intended to be a universal standard for integration and was created by a 3rd party:


SDIF Version 3 Documentation


Swimmingly® supports entry and results files imported using either the CL2 or SD3 (SDIF) file type. Please note that these are universal and standardized for companies assisting swim teams with integration and Swimmingly® both adheres to the available documentation and cannot change/update it.


Prior to attempting to import either entries or results, you must ensure compatibility of the file. Swimmingly® cannot provide support or guidance prior to the file arriving in the Clubhouse as this process exists outside our platform. If there is an error during import, Swimmingly® provides an error notification for the most common issues – which must be then corrected by the user. If you need support outside our platform, we recommend contacting the person or business who originated the file.


Note: Due to the nature of the file-transfer process, Swimmingly® is compatible with the aforementioned documented files described above, not the software party on the other end of the process. Our integration stops at compatibility with the universally documented file itself, not in directly integrating with other software applications.


Swimmingly® is a advocate for better software Integration in the swimming industry through true APIs. If you have swimming software and would like to learn more, please email us.


Exporting Files

If you have a support request regarding exporting files into Swimmingly® (entries or results), review the documentation below. Please note that the SDIF spec is intended to be a universal standard for integration and was created by a 3rd party:


SDIF Version 3 Documentation


Swimmingly® supports entry and results files exporting using the SD3 (SDIF) file type. Please note that these are universal and standardized for companies assisting swim teams with integration and Swimmingly® both adheres to the available documentation and cannot change/update it.


After the file is properly generated, exported, and downloaded to your machine, Swimmingly® cannot provide support or guidance with importing the file into your desired destination. We recommend seeking support from the company whose software is your desired destination.


Note: Due to the nature of the file-transfer process, Swimmingly® is compatible with the aforementioned documented files described above, not the software party on the other end of the process. Our integration stops at compatibility with the universally documented file itself, not in directly integrating with other software applications.


Swimmingly® is an advocate for better software Integration in the swimming industry through true APIs. If you have swimming software and would like to learn more, please email us.



Swim Meet Support Policy

There are three types of support requests league or club administrators can make to Swimmingly®:


  1. Pre-meet support requests for swim meets.
  2. Support requests during the swim meet.
  3. Post-meet support requests.


Pre-meet Support Requests

A pre-meet support request is any general or specific question around usability of the Clubhouse, Swimmingly® app, or SwimminglyFan, to help guide you towards accomplishing a successful swim meet on the Swimmingly® platform.


If you have a support request to prepare for a swim meet, first go to the Help Center – there's a ton of answers to a ton of questions. We encourage you to share this link with your swim team. If you don’t see your question, you can contact the Swimmingly® team through team@swimmingly.app.


We recommend creating a request 48 hours prior to your swim meet.


Pre-meet support requests that will not be fulfilled:

  • Attempts to call/text a Swimmingly® Team member's personal phone.
  • Calling the Swimmingly® swim meet hotline. We will assist you more efficiently via email support.


Please note, support volume is during the summer season and we cannot guarantee fulfillment of the support request if made on short notice. If a pre-meet support request is made the same day as the meet, we may not be able to fulfill it.


Swim Meet Support Request (During the meet)

A swim meet support request (during the meet) is a real-time question on the pool deck while your swim meet is setting up, is currently in progress, or is concluding (and you’re still on the pool deck) a swim meet. These are time-sensitive requests, and we are here to help.


The Swimmingly® team hotline is specifically designed to support swim teams currently on the pool deck (setting up, in progress, or concluding a swim meet).


Please support your neighbors on the Swimmingly® platform and keep the Swimmingly® team hotline free for swim teams currently on the pool deck who require assistance. Swim meets are running all hours of the day - keep the hotline free for swim meets currently in progress who have time-sensitive requests.


Post-Meet Support Requests

A post-meet support request is any general or specific question around usability of the products: Clubhouse, Swimmingly® app, SwimminglyFan.


If you have a support request after a swim meet, first go to the Help Center – there's a ton of answers to a ton of questions. We encourage you to share this link with your swim team. If you don’t see your question, you can contact the Swimmingly® team through team@swimmingly.app.


Post-meet support requests that will not be fulfilled:

  • Attempts to call/text a Swimmingly® Team member's personal phone.
  • Calling the Swimmingly® swim meet hotline. We will assist you more efficiently via email support.


Guest Team Policy

If your summer team is eligible to be a guest team on the Swimmingly® Platform:

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