Terms and Conditions of Entry

Terms and Conditions of Entry

Patrons entering the AquaZone Aquatic and Recreation Centre or its car park do so at their own risk. The City of Warrnambool or their employees will not accept liability for any personal injury, loss or damage to property, however caused.

  • All patrons must register at reception upon entry.
  • Patrons must observe all facility rules.
  • Patrons must follow all direction from staff.
  • Concession entry is available upon appropriate concession identification being presented
  • Aggressive or abusive behaviour towards staff or other users will not be tolerated.
  • For health and safety reason the following are prohibited from the centre
    1. Bikes & scooters
    2. Glass bottles and containers
    3. Alcohol & other drugs
    4. Smoking within 10 metres of Centre entrances, or within the facility grounds
  • Patrons not adhering to these policies including area specified rules may be required to leave the premises.
  • Unacceptable behaviour will not be tolerated. Patrons not adhering to staff direction, causing disruption to other patrons or behaving inappropriately will be required to leave the premises.
  • At the discretion of management, repeated incidences may result in a period of suspension of membership, determined by the severity and frequency of infraction. 
  • Management reserves the right to refuse entry.


  • Appropriate bathing attire must be worn at all times, no Jeans, street wear, or underwear is acceptable
  • Please shower thoroughly before entering the pool
  • Avoid swimming if you are unwell or have had diarrhoea in the past 2 weeks
  • No running, diving, pushing, bombing, or rough play
  • Feet first entries into indoor pools only.
  • Diving permitted in deep end of outdoor 50m pool only.
  • No changing on pool deck, including the changing of children and/ or nappies.
  • Please adhere to staff direction and utilize spaces as designated appropriately
  • Taking photos is prohibited unless permission is sought from Centre staff
  • No use of phones while supervising children and parents/ guardians must adhere to Watch Around Water Policies. Direction to put phone away will be given if observed and repeat incidents will result in a request for the child to be removed from water.

AquaZone strictly enforces the national Watch Around Water Supervision Policy which states that:

1. Children under 10 years:

  • Must be accompanied into the centre by a responsible parent / guardian
  • Must be constantly and actively supervised
  • Parents / guardians must position themselves to have a clear view of the child with no physical or structural barriers between them and the child / children
  • Must Wear a YELLOW Wrist band

2. Children under 5 years:

  • Must be accompanied into the centre and the water by a responsible parent / guardian
  • Must stay within arm’s reach during recreational play activities
  • Must Wear a PINK Wrist band

3. Children 10 years old and over:

  • Parents must use their knowledge of an individual child’s swimming ability and general development to determine the level of accompaniment required

Supervision Ratios

  • Children under 10 years: Maximum 1 Parent / Guardian to 4 Children
  • Children under 5 years: Maximum 1 Parent / Guardian to 2 Children

For more information about pool safety
We recommend parents complete this Life Saving Victoria safety module

Learn to Swim

  • Your "Learn to Swim" enrolment is ongoing and will not cease until a cancellation request has been submitted by the member/parent/guardian.
  • Debit payments are taken in reference to the AQUAZONE MEMBERSHIP DIRECT DEBIT MERCHANT TRANSMISSION REQUEST CLAUSES listed below.
  • Pro-rata payment must be completed in order to hold class spot
  • Cancellations must be submitted via the Swim School tab at http://www.aquazone.com.au/swim-school-cancellation at least 3 working days prior to the next debit payment. To ensure we can effectively process your cancellation in a timely manner, verbal notification cannot be accepted.
  • All students have unlimited access to all pools for the duration of their Learn to Swim enrolment, in line with normal conditions of entry.
  • A maximum of 2 lessons per calendar year can be suspended for adhoc reasons. Suspensions should be submitted via the Members Portal at http://www.aquazone.com.au/swim-school-suspension.
  • Reasonable adjustments for menopause, menstrual and other recurring or long term health related reasons will be made on a case by case basis with agreement with the service manager.

Progression Guarantee

Student's progress is assessed on an ongoing basis and you may request an assessment of your child's skill at any time.
If a student who is enrolled in a class, and has remained in the same level for 30 consecutive weeks and has attended 28 of the previous 30 scheduled lessons, the student is eligible for 1 free extra lesson per week until the competency for that level has been achieved. The additional class time is at the discretion of AquaZone and subject to availability.

Gym and Group Fitness Access

  • Children under the age of 13 will not be permitted entry to the Gymnasium or to Group Fitness Classes
  • Participants aged 13-16 years old must have a Parental / Guardian Consent prior to attending sessions at AquaZone
  • Participants aged 13-16 years old must have a “ MyWellness/Technogym” Account setup upon signing up for memberships
  • Additionally, participants aged 13-16 years old in the gym must have an individual assessment and have a personalised program as prescribed by an Aquazone gym staff member and Parental / Guardian Consent before visiting AquaZone gym on their own.
  • Appropriate workout clothing should be worn at all times, street clothes are not permitted
  • Closed shoes must be worn at all times, unless directed otherwise by staff in a supervised environment.
  • This is a shared space; members and guests are required to work in with each other in an amiable and civil manner
  • Bring and use a towel while using gym equipment
  • Use wipes provided to clean all  machines used when you have finished
  • Report any equipment that is broken or faulty to an on duty staff member
  • Personal Trainers/ Coaches are not permitted to conduct any business in the centre without prior consent from the Centre Manager.


Important Terms and Conditions of Your Membership

  • Where applicable, I confirm that a licenced Medical Practitioner has assessed my medical condition and authorised me to enter into this membership.
  • If I am unable to consent to receive medical treatment, I consent to AquaZone acting on my behalf.
  • I understand my fees are due in total upfront for Term & Multi-Pass applications, or monthly payments for Direct Debit.
  • I understand that for Term & Multi-Pass refunds that qualify, they will be calculated from the date of notice and are based on a pro rata rate for the unused portion of the membership.
  • I understand that my personal information will not be disclosed to third parties, except if required by law.

AquaZone Direct Debit Membership Merchant Transmission Request

This document outlines our service commitment to you in respect of the Direct Debit/Merchant Transmission Request arrangements made between Warrnambool City Council ABN 44 594 264 321 and you. It sets out your rights, our commitment to you and your responsibilities to us together with where you should go for assistance.

Initial Terms of the Arrangement

In terms of the arrangements made between us and signed by you, we undertake to periodically debit your nominated account/credit card for the agreed amount for membership fees at AquaZone.

Drawing Arrangement

  • The first drawing under this arrangement will occur on the date nominated on the Direct Debit/Merchant Transmission Request signed by you. Currently this is the 28th of each month.
  • If any drawing falls due on a non-business day, it will be debited to your account/credit card on the next business day following the scheduled drawing date.
  • We will give you at least 14 days’ notice in writing when changes to the initial terms of the arrangement are made. This notice may state a new amount, change of frequency, next drawing date and any other changes to the initial term.
  • If you wish to discuss any changes to the initial terms please contact AquaZone in person, by telephone on (03) 5559 4500 or email aquazone@warrnambool.vic.gov.au

Changes of Arrangement

If you want to make changes to the drawing arrangements, contact AquaZone in person, by telephone on (03) 5559 4500 or email aquazone@warrnambool.vic.gov.au. These arrangements may include:

  • Deferring the drawing
  • Altering the schedule
  • Stopping an individual debit
  • Suspending the transmission
  • Cancelling the transmission request completely


Direct all enquiries to AquaZone rather than to your financial institution and these enquiries should be made at least three working days prior to the next scheduled drawing date. All communication addressed to AquaZone should include your membership number.

All personal member information held by us will be kept confidential except that information provided to our financial institution to initiate the drawing from your nominated account.


If you believe that a drawing has been initiated incorrectly we encourage you to take the matter up directly with us by coming into the Centre, by telephone on 555 94500 or email aquazone@warrnambool.vic.gov.au. If you do not receive a satisfactory response to your dispute from AquaZone, contact your financial institution who will respond to your claim:

  • Within 5 business days (for claims lodged within 12 months of the disputed drawing) OR,
  • You will receive a refund of the drawing amount if we cannot substantiate the reason for the drawing.

It is your responsibilities to ensure that:

  • Your nominated account/credit card can accept direct debits (your financial institution can confirm this) AND
  • That on the drawing date there is sufficient cleared funds/credit available AND
  • That you advise us if the nominated account/credit card is transferred or closed.

If your drawing is returned or dishonoured by your financial institution, AquaZone will contact you and advise that your drawing has been returned and request that you make a payment within seven working days. If payment is not made within seven working days your membership may be cancelled. Any transaction fees payable by us in respect of the above plus an administration fee of $33.00 (including GST) will be added to your account and drawn from your account on the next drawing date.

Membership General Terms and Conditions

Minimum Terms
Please refer to your membership term for any minimum terms.


  • Members are able to suspend their membership for a month, in weekly increments, at any time in a 12 month period.
  • Additional periods in addition may be applied at the discretion of management.
  • Members can suspend by completing the membership Suspension Form online, or by contacting the Centre via phone or email. 
  • Backdating of suspensions will be applied at the discretion of management


Direct Debit members can cancel their membership by completing a Membership Cancellation form or by contacting the Centre via phone or email not less than three working days prior to the date of debit processing. Currently this is the 28th of each month.


Multi Visit Pass 

Your Multi-Visit Pass agreement is made up of AquaZone General Terms and Conditions, Centre Conditions to Entry, Customer Code of Conduct.

In these terms and conditions, “we”, “us” and “our” are references to Warrnambool City Council. “You” and “your” are references to you as the Multi-Visit Pass Holder. Terms that are defined in one clause of this document, have a corresponding meaning in all other clauses of this document.

A Multi-Visit pass gives you (the named pass holder) access to the centre covered by your Multi-Visit Pass type on the condition that you comply with the Centre Conditions to Entry and Customer Code of Conduct.

Your Multi-Visit pass is able to be used or shared with another person.

Multi-Visit Passes must be paid in full at the time of purchase. All Multi-Visit Pass fees quoted are GST inclusive.

All prepaid Multi-Visit passes must be used within

  • 20 visit pass- one (1) year from date of purchase

  • 50 visit pass- two (2) years from date of purchase

Multi-Visit Passes cannot be suspended or extended. Consideration will be given to requests to extend passes involving exceptional circumstances, whereby a medical certificate is supplied or a request in writing is made for management review.

You may transfer remaining visits on your pass to a new membership type. The purchase value of remaining visits will be credited towards a future direct debit on your new membership.

Unused visits at time of expiry will be forfeited.

Multi-Visit Passes are non-refundable.

Multi-Visit Pass holders are required to scan their access card, or device, on each visit to a Centre, and at any other time if requested by Centre staff.

Age restrictions apply to some services. Where an individual has casual access to a service based on age, they are eligible to purchase the applicable Multi-Visit pass for that service.


14 Day Membership

In addition to the general conditions of entry and other contractual arrangement, the 14 day memberships shall adhere to the following conditions;

Members are not eligible for;

  • Extensions, or
  • Suspensions

Memberships cannot be

  • Cancelled
  • Transferred, or
  • Refunded.



Customer Charter

Our organisational values

Our customer service is guided by our values.

  • Respect: we will treat everyone with dignity, fairness and empathy, providing others with the opportunity to share views and to be heard.
  • Accountability: we will be responsible and take ownership of our actions by being ethical, honest and transparent.
  • Collaboration: we will foster effective relationships through engagement, communication and co-operation, supporting decisions and outcomes for the benefit of all.
  • Progressiveness: we will evolve and grow by encouraging development, change and continuous improvement in all that we do.
  • Wellbeing: we will commit to providing a safe and healthy workplace that promotes staff engagement, performance and achievement, allowing employees to flourish for the benefit of themselves and the organisation.

Our commitment to you

We commit to:

  • act with integrity;
  • respond in a timely fashion to inquiries;
  • accept accountability for results;
  • act on a basis of mutual respect; and
  • aim for excellence.

Help us to help you:

  • Please provide as much information as possible including supporting documentation when making an enquiry.
  • Please ensure all required information is provided including contact details and signatures when submitting forms or applications.
  • Please provide up-to-date contact details and to let us know when your circumstances change.
  • Please provide us with open and honest feedback on our performance so we can continue to improve our service to our community.
  • When you contact us we expect you to treat our staff with dignity and respect. Aggressive or abusive behaviour will not be tolerated.

A full version of Councils Customer Service Charter is available here: Customer Service Charter 2023-2027