How do I download the app?

You can download the app through the app stores

Why can't I access the customer portal?

We are aware that some customers using Aussie Broadband or Tangerine internet services may experience difficulties accessing the Customer Portal due to network restrictions.

How do I update my payment details?

You can add, change or update your finance info by; 

1. LOGIN to your MEMBER PORTAL 
2. SELECT the ‘PRIMARY FAMILY MEMBER’ (the person responsible for paying the invoices) 
3. NAVIGATE to ‘FINANCE INFO’ & SELECT the '+NEW' button. 
4. ADD preferred ‘CARD or BANK ACCOUNT’ 
5. CLICK on ‘DEFAULT TOGGLE’ & CLICK on ‘SAVE’ (ensure the toggle is coloured) 

How do I book into a Group Fitness class in the customer portal?

You can book into classes either through the website customer portal or the Mobile app

WEBSITE:

1. LOGIN to your MEMBERS PORTAL 
2. NAVIGATE to the GROUP FITNESS 
   • On Mobile, click 3 LINES in the top left-hand corner 
   • On PC/Laptop, Click MORE to find the Group Fitness menu 
3. SELECT the GROUP FITNESS/Adult Swim Program menu 
   • Aqua – for Aqua Aerobics 
   • Cycle – for Cycle Class 
   • Reformer Pilates (fees apply) 
   • Group Fitness – for everything else (ie: Body Pump, Yoga, Zumba etc.) 
   • Adult Swim Program
     • 'FIT' You
4. SELECT your desired class and click BOOK 
5. CLICK the BOOK button 
6. CHECK the PEOPLE you are BOOKING 
7. CLICK NEXT 
8. SELECT your PAYMENT OPTION 
   • If you have a valid membership or multi-pass the FREE option will already be pre-selected 
   • For non-members, select the relevant payment option (adult or concession) 
   • If you have a credit on your account, you can select to use your credit 
9. CLICK NEXT 
10. SELECT/ENTER your CARD DETAILS (this is only for non-members/multi-pass holders) 
11. CLICK the PLACE MY ORDER (you need to process through the payment even if it is $0 to complete the booking) 

A thank you banner will appear at the top of the screen which will confirm your booking into the class.

Please note: 1 spot held that appears in the top right-hand corner does not mean you have booked into the class, it is holding the spot for 3 minutes only. You are required to complete all of the below steps to finalise and confirm your booking.  

APP:

1. LOGIN to your APP
2. NAVIGATE to BROWSE
3. SELECT the DROP-INs Menu
4. NAVIGATE/SCROLL to the Date you wish to book 
   • You can use the search bar or filters to minimise the search
5.  SELECT REGISTER 
6. CHECK the PEOPLE you wish to BOOK
7. CLICK the CONTINUE button
8. ANSWER any QUESTIONAIRES, SELECT CONTINUE
9. SELECT 
   1. Vew Cart if you are ready to book 
   2. Continue browsing to register for more classes in this transaction 
10. SELECT the CHECK OUT button
11. If payment is required: ADD/SELECT your card details 
12. CLICK the CONFIRM PURCHASE button

A registration confirmation will appear which will confirm you are booked into the class. 

How do I withdraw from a single booked class?

We ask that this is done at least 30 minutes prior to the start time of your booked class.

We ask that where possible to cancel with as much notice as possible to allow for anyone on the waitlist to have more notice for an opportunity to take you place.   

You can with draw from classes either through the website customer portal or the Mobile app

WEBSITE:

To cancel any class via the online portal, please follow the below steps: -   

1. Log into your Member portal (MEMBERS LOGIN)  
2. Select the profile of who needs to cancel.  
3. Navigate to SCHEDULES 
4. Change the view to LIST VIEW  
5. Select WITHDRAW from the ACTIONS menu.   

Once completed, any credit/visit will be added to your account for your next booking.   

APP:

To cancel any class via the app below steps: -   

1. Log into your Waves App  
2. Select the profile of who needs to cancel.  
3. From the home screen under “Your Upcoming Activities” select the class you want to cancel (or from the bottom of the screen navigate to “ACCOUNT” and then “SCHEDULES”)  
4. Select MANAGE.   
5. Select WITHDRAW at the bottom of screen 
6. Select Reason  
7. Select CONFIRM WITHDRAW 

Once completed, any credit/visit will be added to your account for your next booking. 

If you wanted to check it has been removed, please check back in your schedule if you need additional confirmation.  

How old do I have to be to join?

14 to 15 Years

Eligible to participate in unsupervised resistance training in the Fitness Centre on proviso that:

• Pre-exercise screen has been assessed by qualified staff member.
  • An initial resistance training program has been written and is to be supervised by a qualified member of staff.
  • Eligible to use cardiovascular equipment unsupervised.
• Eligible for centre membership.
• Parent/guardian must sign membership contract.
• Must complete a pre-exercise screen questionnaire prior to commencement of any program.
• Parent/guardian must sign questionnaire on behalf of young adolescent.
• Eligible to participate in:
  
  • Non-weights-based group fitness classes.
  • Water-based classes.
  • Biocircuit
• Eligible to use cardiovascular equipment unsupervised.
• May participate in structured or supervised group activities determined at discretion of Centre.
• NOT eligible to participate in resistance training or weights-based group fitness classes (excluding circuits, cardio and body weight exercise).

16 to 17 Years

• Eligible for Centre membership.
• Parent/guardian signature on membership contract required.
• Must complete a pre-exercise screen questionnaire prior to commencement of any program.
• Parent/guardian signature on questionnaire left to discretion of Centre.
• Can use Centre facilities as a casual member (where appropriate).
• Eligible to participate in:
  • Non-weights-based group fitness classes.
  • Water-based classes.
  • Weights-based group fitness classes (including circuits and boxing type exercises).
  • Reformer Pilates

Are there any joining fees?

No, our ongoing memberships do not have any joining fees.

If at any stage, you wish to cancel your membership

• For ongoing memberships, you simply complete our online cancellation form providing 30 days' notice.
• For fixed term memberships, you will be required to complete the online cancellation form requesting early release providing relevant documentation

Are Group Fitness Classes an extra cost?

Our current Fitness Membership prices include access to all our Group Fitness Classes, including Aqua.

Reformer Pilates incurs additional charges (Member discounts available)

How many Group Fitness and Aqua Classes are there each week?

We have over 40 group fitness classes per week including LES MILLS and Aqua classes (view timetable here). As the popularity grows, we will increase classes.

Can I use the pools with my All Areas Membership?

Yes, an All Areas Membership grants you access to all our pools.

What do I get from my All Areas Membership?

Our All-Areas Fitness Membership is inclusive of:

• Unlimited access to the Fitness Centre
• Unlimited access to the swimming pools
• Unlimited access to the Spa, Sauna, and Steam Rooms
• Unlimited access to Group Fitness Classes
• Discounts for our Adult Swim Program (Learn to Swim & Squads)
• Discounts for our Reformer Pilates

Do you accept Fitness Passport?

As of the Monday, 17th August 2026

Waves Fitness & Aquatic Centre accepts Fitness Passport for access to its Swimming Pools only in accordance with the agreement between Fitness Passport and Waves. Fitness Passport members can enjoy the centre's swimming pools; however, access to the gym, group fitness classes, and facilities such as the spa, sauna, and steam room is not included under the Fitness Passport agreement.

Included with Fitness Passport

• Swimming Pools

Not Included (Additional Fees Apply)

• Gym access
• Group fitness classes
• Spa, sauna, and steam room facilities
• Other specialised fitness programs and services

These services have separate pricing structures to reflect the additional staffing, equipment, maintenance, and program delivery costs involved. This approach allows Waves to continue investing in qualified instructors, facility upkeep, equipment renewal, and ongoing service improvements, ensuring a safe, high quality experience for all members and visitors while maintaining a sustainable service offering.

Accessing the Centre Swimming Pools

Fitness Passport members should present their active Fitness Passport membership and photo identification on their first visit so staff can verify and register their access. Creating a guest profile through the Waves customer portal prior to arrival is recommended to help streamline the check-in process.

Do you have a crèche for child minding?

The centre does not have a crèche facility. The focus has been to provide larger recreational space, lap swimming and leisure pool space, as well as a 1000 sqm fitness centre. 

I have never attended a gym before. How will I know what to do and how to exercise safely?

Upon joining, we understand that starting an exercise program for the first time can be a little intimidating. Therefore, as a new member, you may ask one of our Fitness Trainers to provide you with an initial gym orientation.

At an additional cost, our staff are also be available to provide specific Personal Training options designed to meet your goals to maximise motivation.

What are your gym rules?

For courtesy, proper hygiene, and safety to all members, we request that each member abides by the following:

• Wipe down equipment after use.
• Always carry a water bottle and towel.
• Place bags in the FREE lockers provided in the change rooms rather than in the gym.
• Return all weights to original position after use.
• Refrain from adding extra weights to pin-loaded equipment.
• Refrain from dropping weights when exercising.

What do I need to bring for my workouts?

Please bring a towel and water bottle (water bubbler located in the gym). We also offer a large range of drinks at our Café for purchase.

What clothes should I wear?

Appropriate gym attire. Most people wear shorts or tracksuit pants, with a t-shirt or singlet, any type of athletic shoes is fine; however, your shoes need to be fully enclosed and worn at all times (no thongs or sandals).

Multi-visit passes and fixed membership timeframes and availability clause?

Memberships and multi-visit passes are valid for the duration specified at the time of purchase and commence from the date of activation or purchase unless otherwise stated. Memberships purchased for a set term (1 month, 6 months, or 12 months) will expire at the end of the applicable period, and multi-visit passes will expire three (3) years from the date of purchase.

Memberships, passes, and associated timeframes are non-extendable and non-transferable. No extensions, suspensions, credits, or refunds will be provided due to circumstances including, but not limited to:

• Temporary Centre closures or partial facility closures.

• Maintenance works, operational requirements, or programming changes.

• Group fitness classes being unavailable, cancelled, rescheduled, or modified.

• Class bookings reaching capacity or being fully booked.

• A member choosing not to attend or being unable to attend classes, programs, or the facility during their membership period.

• Any other circumstance where a service or program is unavailable for a period of time.

While the Centre will make reasonable efforts to provide access to facilities and programs as advertised, class timetables, instructors, facilities, and operating hours may change at any time without notice. Such changes do not alter the membership duration or entitle the member to an extension or refund.

What are the cancellation and suspension policies?

Suspensions

• Request is to be completed through the online membership portal.
• Suspensions are accessible for Centre memberships only, including squads’ session per week memberships.
• A minimum of 14 days’ notice prior to the start of all suspensions is required.
• Maximum suspension on membership types.
  • 8 weeks for ongoing and 12-month memberships per calendar year
  • 4 weeks for 6-months memberships per membership term
  • 1 month membership, multi-visit passes and program memberships (LTS Lessons) are not eligible for suspension.
• All suspensions are for a minimum of 1 week.
• All suspensions are charged a fee of $1 per day.
• No suspension request will be backdated under any circumstances.
• Any unused suspension weeks do not roll over to the next year.

Lock In Period (Cooling off policy)

• This agreement is subject to a 14-day maximum lock in period.
• The lock in period commences at the commencement date of your membership.
• All ‘cooling off’ cancellations must be in writing to the Centre with mention of cancelling in the cooling off period.
• New members have the right to cancel their membership within the lock in cooling off period if they are not completely satisfied with the service and/or programs.
• No refunds are given for monies paid in advance and cancellation of membership will be in line with the current payment.
• Once the 14-day lock in cooling off period has passed members will be required to provide 30 days written notice to cancel their membership as per clause 7.7 in the full terms and conditions.

Cancellations

• A minimum of 30 days’ notice is required via the Cancellation request form on the website.
• Cancellation request requires 30 days’ notice from the date the request is formally submitted.
• A cancellation form should be submitted for each individual member.
• Any outstanding fees are required to be settled for the cancellation request to be processed.
• You are not eligible for suspension within a cancellation period. Any active suspension will be removed by the system from the next invoice/payment date once a cancellation request has been processed.
• You are not eligible for any missed lesson options during your cancellation period. Any active practice passes allocated for classes that fall in the cancellation period will be removed by the system.
• If notification of intent to cancel is not received 30 days prior, the account will be charged as agreed.

Cancellation Request Form

Download the full Waves Fitness and Aquatic Centre Terms and Conditions Document for general entry terms and conditions as well as membership suspensions and cancellation information.

I have never attended a gym before. How will I know what to do and how to exercise safely?

What do I need to bring for my workouts?

Please bring a towel and water bottle (water bubbler located in gym). We also offer a large range of drinks at our Café for purchase.

What clothes should I wear?

Whatever you are comfortable working out in. Most people wear shorts or tracksuit pants, with a t-shirt or singlet top, any type of athletic shoes are fine; however, your shoes need to be fully enclosed (no thongs, crocs or sandals).

What are your gym rules?

For courtesy, proper hygiene, and safety to all members, we request that each member abides by the following:

• Wipe down equipment after use.
• Always carry water bottle and towel.
• Place bags in the FREE lockers provided in the change rooms rather than in the gym.
• Return all weights to original position after use.
• Refrain from adding extra weights to pin loaded equipment.
• Refrain from dropping weights when exercising.

How old do I have to be?

You are required to be 14 years and over to use the gym or attend the group fitness classes. 

The conditions for children aged 14 - 17 years old are;

14 to 15 Years

• Complete pre-exercise questionnaire signed by a parent or guardian.
• Eligible for Centre membership with a signed membership contract by a parent/guardian.
• Can use Centre facilities as a casual member (where appropriate).
• Supervised at all times by a parent or guardian over the age of 18 years
• Eligible to participate in:
• Non-weights-based group fitness classes.
• Water-based classes.
• Biocircuit
• Reformer Pilates
• Eligible to use the gym:
• Can use cardio equipment and must be actively supervised by parent/guardian training in the gym at the same time.
• Can use weights if a parent/guardian has signed the relevant waiver and directly supervised by parent/guardian training on the same piece of equipment at the same time.
• Not eligible to participate in:
• Weights-based group fitness classes which include pump, circuit, tone, Strength and strength/step

16 to 17 Years

• Complete pre-exercise questionnaire signed by a parent or guardian.
• Eligible for Centre membership with a signed membership contract by a parent/guardian.
• Can use Centre facilities as a casual member (where appropriate).
• Eligible to use the gym unsupervised
• Eligible to participate in all group fitness classes unsupervised

Are there any joining fees?

No, our memberships do not have any joining fees. If at any stage you wish to cease your membership, you simply complete a cancellation form providing 30 days' notice.

Can I use the pool with my membership?

Yes, all Fitness Memberships give you access to all facilities including the lap swimming and leisure pools.

Are Group Fitness Classes an extra cost?

Our current Fitness Membership prices include access to our Group Fitness Classes, Cycle Classes and Aqua Aerobics classes.

Reformer Pilates classes are at an additional cost.

Do you accept Fitness Passport?

As of the Monday, 17th August 2026

Waves Fitness & Aquatic Centre accepts Fitness Passport for access to its aquatic facilities only, in accordance with the agreement between Fitness Passport and the centre. Fitness Passport members can enjoy the centre's swimming pools; however, access to the gym, group fitness classes, and wellness facilities such as the spa, sauna, and steam room is not included under the Fitness Passport arrangement.

Included with Fitness Passport

• Swimming pools

Not Included (Additional Fees Apply)

• Gym access
• Group fitness classes
• Spa, sauna, and steam room facilities
• Other specialised fitness programs and services

These services have separate pricing structures to reflect the additional staffing, equipment, maintenance, and program delivery costs involved. This approach allows Waves to continue investing in qualified instructors, facility upkeep, equipment renewal, and ongoing service improvements, ensuring a safe, high quality experience for all members and visitors while maintaining a sustainable service offering.

Accessing the Centre

Fitness Passport members should present their active Fitness Passport membership and photo identification on their first visit so staff can verify and register their access. Creating a guest profile through the Waves customer portal prior to arrival is recommended to help streamline the check-in process.

How do I enrol my child/children?

What are the fees & how do I pay?

Lessons are paid by Direct Debit.

• Direct debits will occur automatically on a fortnightly basis.
• You will have a 14-day cooling off period from your first lesson, in line with any lessons that are already paid. Thereafter, your debits will continue fortnightly.
• Payments can be deducted from a nominated credit card or bank account. Your initial payment is required to be by credit or debit card however, if you then prefer to change your payments to a bank account you are able to do this through your portal.

Lessons are $22.50 per lesson, per student ($45 per fortnight)

When do classes run?

Little Wonder (Bubs) Classes

• Monday – Friday: 9:00am – 12:00pm
• Saturday: from 7.30am

Preschool Classes

• Monday – Friday: 9:00am – 12:00pm and 3:30pm – 7:00pm
• Saturday: from 7.30am

School Age Classes

• Monday – Friday: 3:30pm – 7:30pm
• Saturday from 7.30am

How do I change my class time?

If by chance your normal class time does not suit you any longer, submit your request to the swim school team via the Swim Class Change or Transfer Request Form and we will do our best to find a suitable time for you.

While every effort is made to accommodate requests for change, it is dependent on the availability of vacancies and no guarantee can be given to accommodate exact requests.

Swim Class Change/Transfer Request Form

Do you break for school holidays and holiday periods?

No. We believe that consistent practice is key to progress, we run classes all year round. During the Christmas/New Year period and on all public holidays there are no lessons. Your direct debit payments are automatically adjusted during these times, you are not charged when lessons do not run.

If you wish to take a break you are able to notify your absence. Notifying your absence provides you with practice pass for up to 5 people (max 2 adults) to come to the Centre on a non-lesson day to practice your skills with friends/family (your practice pass is valid for 12 weeks from the date of your missed lesson).

Notification Form

What happens if my child is sick and misses their lesson?

Students are eligible for the following options for missed lessons per calendar year:

• 8 missed lessons per calendar year.
• You MUST notify us in writing, this can be either by email or through our contact us page prior to your lesson.
• Normal charges still apply - instead, you will receive a practice pass which allows entry for up to 5 people (max 2 adults).
• Each pass is Valid for 12 weeks from the date of your missed lesson.

Notification Form

Can I suspend my child's lessons for a short period?

No, you are unable to suspended or hold your lessons for any period of time. You are eligible to notify your absence up to 8 times per calendar year. If you wish to take an extended break, you will be required to cancel lessons and re-enrol when you are ready to return.

Notifying your absence provides you with practice pass for up to 5 people (max 2 adults) to come to the Centre on a non-lesson day to practice your skills with friends/family (your practice pass is valid for 12 weeks from the date of your missed lesson).

Notification Form

Will my instructor be the same every week?

Yes – our philosophy is to have the same teacher each week as this is the best for your child’s learning.

Whilst we do endeavour to maintain the same teacher, the reality is that there are also times when teachers do change. However, rest assured that all instructors undergo a thorough hiring process and an extensive training period. You can trust that they’re all fun, patient, and more than qualified are equally equipped to teach your child how to swim safely. We work hard to ensure that the delivery of our lessons is consistent, and our main priority is that the learning to your child is not compromised in these instances.

Can I take pictures or record my child in their class?

We welcome you to capture the special moments of your time in the venue on camera or video, however the privacy of others must also be respected. Capturing still or video footage is conditional upon the following:

• If you capture an image or private conversation of another child or individual, you must have all relevant individuals (or their parents) consent to use, publish, or broadcast images or video footage.
• Under NO CIRCUMSTANCES are cameras or mobile phones to be used in change room areas or showers.
• You agree to comply with any request by Centre staff to discontinue use of your camera, mobile phone, or video, and to delete requested images or footage, where the Centre staff reasonably considers that someone’s privacy may be breached.
• You have the deck supervisors and Teacher's permission to capture footage within the lessons, this allows us to assist other children being caught in the video and our staff can position themselves accordingly.
• Videos must not exceed 20 seconds.

On occasions, we may take photos and videos to use for social media and other marketing purposes. We may also use photos or videos posted onto social media at our discretion. If you do not want to have photos or videos taken of you or your child, please inform us.

How do I know when my child is ready to progress?

Each level has set skills the teachers are aiming to achieve with each child in each level. Assessments are conducted monthly by the deck supervisor however the class teachers are encouraged to notify the supervisor if they feel that a child is completing the skills and the assessment is more than 2 weeks away.

Every child's progression depends on many factors; it is important to remember that every child is different and progresses at their own pace. Swimming is a unique motor skill and can take time to master the coordination of each skill, it takes practice and repetition to learn. The more you practice the quicker you will see results.

We love to promote the children, but if you feel that you would like some feedback about what more they can do to move up, have a chat to the deck supervisor and they will happily help. You can view the skills that have been completed for your child’s level on the member portal under skill assessment.

Once the skills are mastered in their current level and students are ready to progress to the next level you will be notified of your new class time via email when a suitable position becomes available. Please note that we will always endeavour to keep this within the hour of your current class time however we are unable to guarantee this with each progression through the program.

How do I request receipts or transaction summaries for a Health Fund claim?

To request receipts, transaction summaries, or other billing-related reports for an active health and fitness membership, please our membership services team via our website form and include the required date range.

Please allow 2 to 5 business days for your request to be processed and the documentation to be prepared.

Do I need to stay with my child while they have lessons?

Keeping kids safe starts with you!

Waves Fitness and Aquatic Centre are committed to providing a safe aquatic environment for all users. Parents and guardians are responsible for the active supervision of children in their care. Centre staff will support and reinforce safe supervision and centre safety requirements but are not a replacement for parental supervision. The following safe supervision requirements are required to be adhered to

Children Aged Under 6 Years 

Supervision Requirement: Always within arm’s reach.

• Children under 6 years of age must be constantly supervised by a parent or guardian aged 16 years or over.
• Upon entry, children under 6 will be issued a yellow wristband by reception staff.
• The supervising adult must accompany the child in the water and always remain within arm’s reach.
• Failure to maintain direct supervision may result in removal from the water or the facility.
• Ratio: Maximum of 3 children (under 6 years) per 1 adult (aged 16 or over).

Children Aged Under 10 Years

Supervision Requirement: Always within sight.

• Children under 10 years of age will not be admitted without a parent or guardian (aged 16 years or over).
• The supervising adult must maintain constant visual contact with the child while in the centre.
• The adult must remain in a position where the child is clearly visible, with no physical or structural barriers obstructing the view.
• Supervising adults must remain attentive and avoid distractions, including the use of mobile phones or other personal devices.
• If a child is assessed as a weak swimmer, they may be:
  • Directed to swim only in areas suitable for their ability, or
  • Required to have their parent/guardian within arm’s reach.
• Ratio: Maximum of 4 children (under 10 years) per 1 adult (aged 16 or over).

Swimmers Aged 10 Years and Over

Supervision Requirement: Independent, but safety first

• Swimmers aged 10 years and older are permitted to use the facility without direct parental supervision, provided they demonstrate sufficient swimming ability and confidence.
• Staff may assess swimming ability and, if deemed necessary, require the swimmer to remain in designated safe swimming areas.
• Where a swimmer shows signs of distress or limited ability, staff may contact a parent/guardian and require closer supervision.

Family Supervision Ratios

• A single responsible adult (aged 16 years or over) may supervise a maximum of four (4) children under the age of 10 in total.
• This includes all children being supervised across both supervision categories (0–5 years and 6–9 years). Meaning any single responsible person can only have a maximum of 2 children under the aged of 6 in their care.
• Ratios must always ensure effective and safe supervision if younger or weaker swimmers are present, a lower ratio is recommended.

Enforcement

Failure to comply with the supervision policy may result in removal from the water or facility to ensure the safety of all patrons.

Responsibility

How do I cancel my lessons?

Swimming lesson memberships are perpetual direct debit agreements; after your initial 14 day cooling off period, Families wishing to take a break from swim lessons are required to fill out an online cancellation request form providing 30-day written notice. Billing and enrollment will cease 30 days from the date the written notice is received. 

Waves Fitness and Aquatic Centre Terms and Conditions

Cancellation Request Form

How to do I join?

Swimmers must be proficient in all 4 strokes and maintain correct technique throughout the assessment set. The minimum set involves the following sequence to determine which squad is most suited to the swimmer’s ability: 

1. 200m continuous Freestyle with correct technique 
2. Rest 30-60 seconds 
3. 100m Backstroke with correct technique 
4. Rest 30-60 seconds 
5. 100m Breaststroke with correct technique and timing 
6. Rest 30-60 seconds 
7. 50m Butterfly with correct technique and timing  

Please Note: The above set sequence is the minimum distance required, dependent on swimmer's ability there may be adjustments made to either the distance or completion times may be implemented. 

Book Assessment

Once you've competently completed your assessment, you will be leveled and sent an email with the links to join the program. 

You will need to purchase a squad membership prior to booking into your desired sessions. 

What is the missed session, suspension and cancellation policies?

Suspensions

• Request is to be completed through the online membership portal.
• Suspensions are accessible for Centre memberships only, including squads’ session per week memberships.
• A minimum of 14 days’ notice prior to the start of all suspensions is required.
• Maximum 8 weeks suspension per calendar year
• All suspensions are for a minimum of 1 week.
• All suspensions are charged a fee of $1 per day.
• No suspension request will be backdated under any circumstances.
• Any unused suspension weeks do not roll over to the next year.

Missed Sessions

You will be eligible for the following options for missed lessons.    

Notifications;    

• 8 per calendar year    
• Notice MUST be given via email at least 30 minutes prior to your lesson.     
• Normal charges apply for this option.   
• You will receive a practice swim pass which allows entry for up to 5 people (max of 2 adults) to the pool.    
• Any rescheduled session cannot be rescheduled

Practice Swim Passes or reschedules strictly expire 90 days after your notified missed session and cannot be extended past this date. If you hold a full membership or family swim membership with the centre, you will still receive Practice Swim Passes, but feel free to utilise these for family and friends to gain entry and enjoy a day out at the pool!    

Cancellations

• A minimum of 30 days’ notice is required via the Cancellation request form on the website.
• Cancellation request requires 30 days’ notice from the date the request is formally submitted.
• A cancellation form should be submitted for each individual member.
• Any outstanding fees are required to be settled for the cancellation request to be processed.
• You are not eligible for suspension within a cancellation period. Any active suspension will be removed by the system from the next invoice/payment date once a cancellation request has been processed.
• You are not eligible for any missed lesson options during your cancellation period. Any active practice passes allocated for classes that fall in the cancellation period will be removed by the system.
• If notification of intent to cancel is not received 30 days prior, the account will be charged as agreed.

Cancellation Request Form

Download the full Waves Fitness and Aquatic Centre Terms and Conditions Document for general entry terms and conditions as well as membership suspensions and cancellation information.

What are the fees & how do I pay?

Squad memberships are automatically debited fortnightly from your preferred credit card or bank account. 

Once you complete your assessment and are eligible to join the squads program you will be sent an email containing your assigned level along with the link to purchase the membership. 

How do I Increase or decrease my sessions?

To increase or decrease your sessions, please complete a member request form.

Select the upgrade/downgrade membership option on the form and provide details on which membership you wish to change to along with any sessions you wish to add or remove. 

Member Request Form

Can I change my sessions?

Yes, you can remove yourself from the regular session and change to the new regular desired session. 

To withdraw from a session please follow the below steps:

1. Log into your MEMBERS PORTAL
2. Select the profile of who needs to cancel
3. Navigate to SCHEDULES
4. Change the view to LIST VIEW
5. Select WITHDRAW from the ACTIONS menu. 

You cannot reschedule or change a single session, please email to reschedule a session at least 24 hours prior to the session you wish to attend

Contact Us

How do I request receipts or transaction summaries for a Health Fund claim?

To request receipts, transaction summaries, or other billing-related reports for an active health and fitness membership, please our membership services team via our website form and include the required date range.

Please allow 2 to 5 business days for your request to be processed and the documentation to be prepared.

How to see an Accredited Exercise Physiologist (AEP)

What are some of the conditions Exercise Physiologist treat?

• Anxiety or depression
  
• Cancer
  
• Chronic musculoskeletal conditions such as back pain and arthritis
  
• Heart disease
  
• Hypercholesterolemia
  
• Hypertension
  
• Neurological and neuromuscular conditions
  
• Osteoporosis
  
• Pre-diabetes or diabetes
  
• Weight gain or obesity

What should I bring to my appointment?

We suggest you bring the following items to all appointments:

• Referral – a referral is only necessary if you are claiming for a chronic disease management (CDM) plan.
• Medication list – of all your current medications, vitamins, and supplements.
• Test results – including CT, X-ray, test results and pathology from the past 6–12 months.
• Discharge summaries or procedure reports if necessary.
• Comfortable clothing and enclosed footwear

What will happen at my first appointment?

On your initial visit to a Waves Fitness & Aquatic Centre Exercise Physiologist you will be taken through an initial assessment to determine their individual needs. This assessment includes a review of your medical and treatment history, medications, current levels of physical activity and, importantly, your personal health goals

You will be required to complete the Client Registration Form 

Client Registration Form

Will I get money back from Medicare?

Medicare rebates may be available for allied health services for patients managing a chronic health condition. Please speak with your GP about your eligibility for a chronic disease management (CDM).

Please note there will be a gap between the Medicare rebate and our fees.

Will I get money back from my private health insurance?

Private health rebates are available from most private health funds, depending on your level of cover. For more information, speak to your health fund directly about what’s covered in your policy. You might want to ask if Exercise Physiology is covered under your Extras Cover.

When do I pay for my appointment?

Waves Exercise Physiology is not a bulk billing practice, so you will need to pay at the time of your consultation and claim from Medicare or your Insurer yourself.

Workers Compensation / Third Party Patients

New patients must bring details of your Claim Number, Insurer Details and contact details of your case manager.