NEW ENROLMENTS

• There are 4 swimming terms per calendar year in line with the NSW public school terms
• Mid term enrolments are welcomed, subject to availability. Pro rata fees will be charged based on number of weeks remaining of term.
• All new students over the age of 3 must undergo a level assessment prior to enrolling.
• Students are placed in classes according to their assessed level.
• No assessments are required for infants under the age of 3.
• In the event a student is enrolled without an assessment, the student will not be permitted to attend. Re-enrolment into the correct level will be required.
  

CURRENT ENROLMENTS

• Enrolments are automatically carried over each term until we are notified of a cancellation.
• Part term enrolments cannot be arranged in the instances of long holidays etc. Families are encouraged to utilise the 3 make up classes per term per child on offer to compensate for absences. The alternative is to forgo the current enrolment and re enrol on return.
• Classes are not scheduled on Public Holidays and are not included in term fees
  

PAYMENTS

• An enrolment is confirmed once full payment of term fees is received.
•  Children will not be allowed to swim in their lesson until full payment of term fees has been received.
• During end of term enrolment rollover, payments are automatically deducted via direct debit within 6 hours of rollover.
• All payment details are managed by account holder in parent portal
• Payment is automatically deducted from Bank or credit card within 6 hours of enrolment. Please see portal for more details and privacy policy.
• We do accept cash, eftpos, credit, apple pay, android pay pool side for merchandise payments.

CANCELLATIONS AND REFUNDS

• In the event of a mid term cancellation, refunds cannot be given for unused fees. In exceptional circumstances when a refund is given, a $30 administration fee will be charged.
• In The Deep does not provide credit/refunds for any price difference between classes if you choose to move within the term.

CREDIT

• In The event of an injury/illness where 5 or more consecutive classes will be missed, In The Deep will issue a credit on your account. This credit is valid for 6 months. A medical suspension form and accompanying medical certificate must be supplied before the credit can be arranged. Once a credit has been issued the child will lose their class place and must re-enrol when ready to recommence. Places cannot be held.
  
• There is no administration fee to process medical suspension credits.
• Medical suspension forms can be located here.

ABSENCES

• In order to qualify for a make up lesson, a notice of absence must be submitted via the parent portal
• Notification of absences cannot be accepted via phone call, text, email or verbally to pool staff.
• Once an absence has been recorded it cannot be reversed.
• Once an absence has been recorded a corresponding make up lesson can be booked (see below)

MAKE UP LESSONS

• A  make up lesson can be booked for every submitted notified absence, to a maximum of 3 make ups per student per term.
• Make up lessons are capped at a maximum of 3 per child per term.
• Make up lessons cannot be booked during the first 2 weeks of term.
  
• Make ups can be booked up to 5 days in advance.
  
• Make ups do not have to be booked at the same time of submitting an absence.
  
• A make up can be taken before the notified absence has occurred
  
• Make ups are confirmed at the time of booking and viewable in Customer Accounts
  
• Pool side staff are unable to book make ups
  
• Make ups must be taken in the same term as the corresponding absences.
  
• Make ups cannot be carried forward into the next term or holiday program.
  
• Booked make ups cannot be altered. The lesson will be forfeited if not attended or cancelled.
  
• Make up lessons must be taken at the child's current or assessed level.
  
• Make up classes cannot be guaranteed and options may be restricted during busy periods.
  
• Make up classes owing cannot be transferred to a sibling.

NEW ENROLMENTS

• There are 4 swimming terms per calendar year in line with the NSW public school terms
• Mid term enrolments are welcomed, subject to availability. Pro rata fees will be charged based on number of weeks remaining of term.
• All new students over the age of 3 must undergo a level assessment prior to enrolling.
• Students are placed in classes according to their assessed level.
• No assessments are required for infants under the age of 3.
• In the event a student is enrolled without an assessment, the student will not be permitted to attend. Re-enrolment into the correct level will be required.
  

CURRENT ENROLMENTS

• Enrolments are automatically carried over each term until we are notified of a cancellation.
• Part term enrolments cannot be arranged in the instances of long holidays etc. Families are encouraged to utilise the 3 make up classes per term per child on offer to compensate for absences. The alternative is to forgo the current enrolment and re enrol on return.
• Classes are not scheduled on Public Holidays and are not included in term fees
  

PAYMENTS

• An enrolment is confirmed once full payment of term fees is received.
•  Children will not be allowed to swim in their lesson until full payment of term fees has been received.
• During end of term enrolment rollover, payments are automatically deducted via direct debit within 6 hours of rollover.
• All payment details are managed by account holder in parent portal
• Payment is automatically deducted from Bank or credit card within 6 hours of enrolment. Please see portal for more details and privacy policy.
• We do accept cash, eftpos, credit, apple pay, android pay pool side for merchandise payments.

CANCELLATIONS AND REFUNDS

• In the event of a mid term cancellation, refunds cannot be given for unused fees. In exceptional circumstances when a refund is given, a $30 administration fee will be charged.
• In The Deep does not provide credit/refunds for any price difference between classes if you choose to move within the term.

CREDIT

• In The event of an injury/illness where 5 or more consecutive classes will be missed, In The Deep will issue a credit on your account. This credit is valid for 6 months. A medical suspension form and accompanying medical certificate must be supplied before the credit can be arranged. Once a credit has been issued the child will lose their class place and must re-enrol when ready to recommence. Places cannot be held.
  
• There is no administration fee to process medical suspension credits.
• Medical suspension forms can be located here.

ABSENCES

• In order to qualify for a make up lesson, a notice of absence must be submitted via the parent portal
• Notification of absences cannot be accepted via phone call, text, email or verbally to pool staff.
• Once an absence has been recorded it cannot be reversed.
• Once an absence has been recorded a corresponding make up lesson can be booked (see below)

MAKE UP LESSONS

• A  make up lesson can be booked for every submitted notified absence, to a maximum of 3 make ups per student per term.
• Make up lessons are capped at a maximum of 3 per child per term.
• Make up lessons cannot be booked during the first 2 weeks of term.
  
• Make ups can be booked up to 5 days in advance.
  
• Make ups do not have to be booked at the same time of submitting an absence.
  
• A make up can be taken before the notified absence has occurred
  
• Make ups are confirmed at the time of booking and viewable in Customer Accounts
  
• Pool side staff are unable to book make ups
  
• Make ups must be taken in the same term as the corresponding absences.
  
• Make ups cannot be carried forward into the next term or holiday program.
  
• Booked make ups cannot be altered. The lesson will be forfeited if not attended or cancelled.
  
• Make up lessons must be taken at the child's current or assessed level.
  
• Make up classes cannot be guaranteed and options may be restricted during busy periods.
  
• Make up classes owing cannot be transferred to a sibling.

NEW ENROLMENTS

• There are 4 swimming terms per calendar year in line with the NSW public school terms
• Mid term enrolments are welcomed, subject to availability. Pro rata fees will be charged based on number of weeks remaining of term.
• All new students over the age of 3 must undergo a level assessment prior to enrolling.
• Students are placed in classes according to their assessed level.
• No assessments are required for infants under the age of 3.
• In the event a student is enrolled without an assessment, the student will not be permitted to attend. Re-enrolment into the correct level will be required.
  

CURRENT ENROLMENTS

• Enrolments are automatically carried over each term until we are notified of a cancellation.
• Part term enrolments cannot be arranged in the instances of long holidays etc. Families are encouraged to utilise the 3 make up classes per term per child on offer to compensate for absences. The alternative is to forgo the current enrolment and re enrol on return.
• Classes are not scheduled on Public Holidays and are not included in term fees
  

PAYMENTS

• An enrolment is confirmed once full payment of term fees is received.
•  Children will not be allowed to swim in their lesson until full payment of term fees has been received.
• During end of term enrolment rollover, payments are automatically deducted via direct debit within 6 hours of rollover.
• All payment details are managed by account holder in parent portal
• Payment is automatically deducted from Bank or credit card within 6 hours of enrolment. Please see portal for more details and privacy policy.
• We do accept cash, eftpos, credit, apple pay, android pay pool side for merchandise payments.

CANCELLATIONS AND REFUNDS

• In the event of a mid term cancellation, refunds cannot be given for unused fees. In exceptional circumstances when a refund is given, a $30 administration fee will be charged.
• In The Deep does not provide credit/refunds for any price difference between classes if you choose to move within the term.

CREDIT

• In The event of an injury/illness where 5 or more consecutive classes will be missed, In The Deep will issue a credit on your account. This credit is valid for 6 months. A medical suspension form and accompanying medical certificate must be supplied before the credit can be arranged. Once a credit has been issued the child will lose their class place and must re-enrol when ready to recommence. Places cannot be held.
  
• There is no administration fee to process medical suspension credits.
• Medical suspension forms can be located here.

ABSENCES

• In order to qualify for a make up lesson, a notice of absence must be submitted via the parent portal
• Notification of absences cannot be accepted via phone call, text, email or verbally to pool staff.
• Once an absence has been recorded it cannot be reversed.
• Once an absence has been recorded a corresponding make up lesson can be booked (see below)

MAKE UP LESSONS

• A  make up lesson can be booked for every submitted notified absence, to a maximum of 3 make ups per student per term.
• Make up lessons are capped at a maximum of 3 per child per term.
• Make up lessons cannot be booked during the first 2 weeks of term.
  
• Make ups can be booked up to 5 days in advance.
  
• Make ups do not have to be booked at the same time of submitting an absence.
  
• A make up can be taken before the notified absence has occurred
  
• Make ups are confirmed at the time of booking and viewable in Customer Accounts
  
• Pool side staff are unable to book make ups
  
• Make ups must be taken in the same term as the corresponding absences.
  
• Make ups cannot be carried forward into the next term or holiday program.
  
• Booked make ups cannot be altered. The lesson will be forfeited if not attended or cancelled.
  
• Make up lessons must be taken at the child's current or assessed level.
  
• Make up classes cannot be guaranteed and options may be restricted during busy periods.
  
• Make up classes owing cannot be transferred to a sibling.
  
  

NEW ENROLMENTS

• There are 4 swimming terms per calendar year in line with the NSW public school terms
• Mid term enrolments are welcomed, subject to availability. Pro rata fees will be charged based on number of weeks remaining of term.
• All new students over the age of 3 must undergo a level assessment prior to enrolling.
• Students are placed in classes according to their assessed level.
• No assessments are required for infants under the age of 3.
• In the event a student is enrolled without an assessment, the student will not be permitted to attend. Re-enrolment into the correct level will be required.
  

CURRENT ENROLMENTS

• Enrolments are automatically carried over each term until we are notified of a cancellation.
• Part term enrolments cannot be arranged in the instances of long holidays etc. Families are encouraged to utilise the 3 make up classes per term per child on offer to compensate for absences. The alternative is to forgo the current enrolment and re enrol on return.
• Classes are not scheduled on Public Holidays and are not included in term fees
  

PAYMENTS

• An enrolment is confirmed once full payment of term fees is received.
•  Children will not be allowed to swim in their lesson until full payment of term fees has been received.
• During end of term enrolment rollover, payments are automatically deducted via direct debit within 6 hours of rollover.
• All payment details are managed by account holder in parent portal
• Payment is automatically deducted from Bank or credit card within 6 hours of enrolment. Please see portal for more details and privacy policy.
• We do accept cash, eftpos, credit, apple pay, android pay pool side for merchandise payments.

CANCELLATIONS AND REFUNDS

• In the event of a mid term cancellation, refunds cannot be given for unused fees. In exceptional circumstances when a refund is given, a $30 administration fee will be charged.
• In The Deep does not provide credit/refunds for any price difference between classes if you choose to move within the term.

CREDIT

• In The event of an injury/illness where 5 or more consecutive classes will be missed, In The Deep will issue a credit on your account. This credit is valid for 6 months. A medical suspension form and accompanying medical certificate must be supplied before the credit can be arranged. Once a credit has been issued the child will lose their class place and must re-enrol when ready to recommence. Places cannot be held.
  
• There is no administration fee to process medical suspension credits.
• Medical suspension forms can be located here.

ABSENCES

• In order to qualify for a make up lesson, a notice of absence must be submitted via the parent portal
• Notification of absences cannot be accepted via phone call, text, email or verbally to pool staff.
• Once an absence has been recorded it cannot be reversed.
• Once an absence has been recorded a corresponding make up lesson can be booked (see below)

MAKE UP LESSONS

• A  make up lesson can be booked for every submitted notified absence, to a maximum of 3 make ups per student per term.
• Make up lessons are capped at a maximum of 3 per child per term.
• Make up lessons cannot be booked during the first 2 weeks of term.
  
• Make ups can be booked up to 5 days in advance.
  
• Make ups do not have to be booked at the same time of submitting an absence.
  
• A make up can be taken before the notified absence has occurred
  
• Make ups are confirmed at the time of booking and viewable in Customer Accounts
  
• Pool side staff are unable to book make ups
  
• Make ups must be taken in the same term as the corresponding absences.
  
• Make ups cannot be carried forward into the next term or holiday program.
  
• Booked make ups cannot be altered. The lesson will be forfeited if not attended or cancelled.
  
• Make up lessons must be taken at the child's current or assessed level.
  
• Make up classes cannot be guaranteed and options may be restricted during busy periods.
  
• Make up classes owing cannot be transferred to a sibling.
  
  

CLASS CHANGES 

• Children who have received all ribbons for their current level are encouraged to move to the next level immediately (mid term). Parents are emailed when level changes are required. If the child does not move immediately they are welcome to remain in their current class/level however the next level skills will not be taught until they move into the correct level class.
  
• Classes cannot be changed to a different level once children in that class are ready to move up a level. Parents must find another class for the new level. This may mean changing times/days.
  
• The class maximum may be exceeded if required and different levels may be combined.

TEACHERS

• We cannot accommodate teacher requests. Teacher continuation cannot be guaranteed term to term.
  
• In The Deep reserve the right to alter class times and instructors mid term if required. 

CLOTHING ATTIRE

• All students and parents attending lessons must wear a bathing cap. These are available for purchase from our administration desk
  
• All children under the age of 3 years are required to wear an approved swimming nappy. Bands around the leg area must be wider than 15cm. Little Toggs Happy Nappies and Never Working Mondays swim nappies are available for purchase from the pool.
  
• Once children have been toilet trained and are above the age of 3 we recommend the above swimwear be worn for an additional 6 months after toilet training due to the sensory stimulation water has on children. 

POOL USE

• Children are not permitted to use the pool for recreation outside of swimming lessons. The Juniors pool is for adult use only.

CHANGE ROOM USE

• Children are not permitted in the gym change rooms under any circumstance.
  
• Boys over the age of 4 are not permitted in the ladies change rooms.
  
• During afternoon swim lessons Monday through to Thursdays when In The Deep have full use of the pool facility, mothers are permitted in the male toilet area of the male change rooms to contact sons getting changed in the changing room. 

THE JUNIORS CLUB

• Any adult accompanying children to lessons must be a club member.
  
• Membership cards must be presented at Club Entry and Fitness Centre entry.
  
• Children must be supervised at all times. The Juniors Club will take no responsibility for any risks of injury in the coming and goings of enrolled students whilst using the club facilities.
  
• Management reserves the right to refuse entry, cancel membership, or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner, is under the influence of drugs and or alcohol or does not adhere to the conditions of use.

PHOTOS

• In The Deep Swim School regularly take photos of enrolled students during lessons. These photos are used for private use only at the swim school which may include marketing, advertising, promotion and staff training purposes. By accepting our terms of service you are allowing us to use the photos as stated and agree that In The Deep own the images taken. 
  
• If you would not like your child's image to be used as stated we require a written request stating as much.

INDEMNITY
 

• By accepting our terms of service you are permitting the staff of In The Deep Swim School to administer first aid and or organise medical hospital treatment as they see necessary, at your expense.
  
• In The Deep take no responsibility for any loss, damage or theft of any property occasioned by persons as consequence whilst attending lessons with In The Deep Swim School at the Juniors Club.

ETIQUETTE

• In The Deep reserves the right to refuse or cancel enrolments or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner or is threatening to staff or does not adhere to our terms of service.
  

CLASS CHANGES 

• Children who have received all ribbons for their current level are encouraged to move to the next level immediately (mid term). Parents are emailed when level changes are required. If the child does not move immediately they are welcome to remain in their current class/level however the next level skills will not be taught until they move into the correct level class.
  
• Classes cannot be changed to a different level once children in that class are ready to move up a level. Parents must find another class for the new level. This may mean changing times/days.
  
• The class maximum may be exceeded if required and different levels may be combined.

TEACHERS

• We cannot accommodate teacher requests. Teacher continuation cannot be guaranteed term to term.
  
• In The Deep reserve the right to alter class times and instructors mid term if required. 

CLOTHING ATTIRE

• All students and parents attending lessons must wear a bathing cap. These are available for purchase from our administration desk
  
• All children under the age of 3 years are required to wear an approved swimming nappy. Bands around the leg area must be wider than 15cm. Little Toggs Happy Nappies and Never Working Mondays swim nappies are available for purchase from the pool.
  
• Once children have been toilet trained and are above the age of 3 we recommend the above swimwear be worn for an additional 6 months after toilet training due to the sensory stimulation water has on children. 

POOL USE

• Children are not permitted to use the pool for recreation outside of swimming lessons. The Juniors pool is for adult use only.

CHANGE ROOM USE

• Children are not permitted in the gym change rooms under any circumstance.
  
• Boys over the age of 4 are not permitted in the ladies change rooms.
  
• During afternoon swim lessons Monday through to Thursdays when In The Deep have full use of the pool facility, mothers are permitted in the male toilet area of the male change rooms to contact sons getting changed in the changing room. 

THE JUNIORS CLUB

• Any adult accompanying children to lessons must be a club member.
  
• Membership cards must be presented at Club Entry and Fitness Centre entry.
  
• Children must be supervised at all times. The Juniors Club will take no responsibility for any risks of injury in the coming and goings of enrolled students whilst using the club facilities.
  
• Management reserves the right to refuse entry, cancel membership, or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner, is under the influence of drugs and or alcohol or does not adhere to the conditions of use.

PHOTOS

• In The Deep Swim School regularly take photos of enrolled students during lessons. These photos are used for private use only at the swim school which may include marketing, advertising, promotion and staff training purposes. By accepting our terms of service you are allowing us to use the photos as stated and agree that In The Deep own the images taken. 
  
• If you would not like your child's image to be used as stated we require a written request stating as much.

INDEMNITY
 

• By accepting our terms of service you are permitting the staff of In The Deep Swim School to administer first aid and or organise medical hospital treatment as they see necessary, at your expense.
  
• In The Deep take no responsibility for any loss, damage or theft of any property occasioned by persons as consequence whilst attending lessons with In The Deep Swim School at the Juniors Club.

ETIQUETTE

• In The Deep reserves the right to refuse or cancel enrolments or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner or is threatening to staff or does not adhere to our terms of service.
  

CLASS CHANGES 

• Children who have received all ribbons for their current level are encouraged to move to the next level immediately (mid term). Parents are emailed when level changes are required. If the child does not move immediately they are welcome to remain in their current class/level however the next level skills will not be taught until they move into the correct level class.
  
• Classes cannot be changed to a different level once children in that class are ready to move up a level. Parents must find another class for the new level. This may mean changing times/days.
  
• The class maximum may be exceeded if required and different levels may be combined.

TEACHERS

• We cannot accommodate teacher requests. Teacher continuation cannot be guaranteed term to term.
  
• In The Deep reserve the right to alter class times and instructors mid term if required. 

CLOTHING ATTIRE

• All students and parents attending lessons must wear a bathing cap. These are available for purchase from our administration desk
  
• All children under the age of 3 years are required to wear an approved swimming nappy. Bands around the leg area must be wider than 15cm. Little Toggs Happy Nappies and Never Working Mondays swim nappies are available for purchase from the pool.
  
• Once children have been toilet trained and are above the age of 3 we recommend the above swimwear be worn for an additional 6 months after toilet training due to the sensory stimulation water has on children. 

POOL USE

• Children are not permitted to use the pool for recreation outside of swimming lessons. The Juniors pool is for adult use only.

CHANGE ROOM USE

• Children are not permitted in the gym change rooms under any circumstance.
  
• Boys over the age of 4 are not permitted in the ladies change rooms.
  
• During afternoon swim lessons Monday through to Thursdays when In The Deep have full use of the pool facility, mothers are permitted in the male toilet area of the male change rooms to contact sons getting changed in the changing room. 

THE JUNIORS CLUB

• Any adult accompanying children to lessons must be a club member.
  
• Membership cards must be presented at Club Entry and Fitness Centre entry.
  
• Children must be supervised at all times. The Juniors Club will take no responsibility for any risks of injury in the coming and goings of enrolled students whilst using the club facilities.
  
• Management reserves the right to refuse entry, cancel membership, or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner, is under the influence of drugs and or alcohol or does not adhere to the conditions of use.

PHOTOS

• In The Deep Swim School regularly take photos of enrolled students during lessons. These photos are used for private use only at the swim school which may include marketing, advertising, promotion and staff training purposes. By accepting our terms of service you are allowing us to use the photos as stated and agree that In The Deep own the images taken. 
  
• If you would not like your child's image to be used as stated we require a written request stating as much.

INDEMNITY

• By accepting our terms of service you are permitting the staff of In The Deep Swim School to administer first aid and or organise medical hospital treatment as they see necessary, at your expense.
  
• In The Deep take no responsibility for any loss, damage or theft of any property occasioned by persons as consequence whilst attending lessons with In The Deep Swim School at the Juniors Club.

ETIQUETTE

• In The Deep reserves the right to refuse or cancel enrolments or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner or is threatening to staff or does not adhere to our terms of service.
  

CLASS CHANGES 

• Children who have received all ribbons for their current level are encouraged to move to the next level immediately (mid term). Parents are emailed when level changes are required. If the child does not move immediately they are welcome to remain in their current class/level however the next level skills will not be taught until they move into the correct level class.
  
• Classes cannot be changed to a different level once children in that class are ready to move up a level. Parents must find another class for the new level. This may mean changing times/days.
  
• The class maximum may be exceeded if required and different levels may be combined.

TEACHERS

• We cannot accommodate teacher requests. Teacher continuation cannot be guaranteed term to term.
  
• In The Deep reserve the right to alter class times and instructors mid term if required. 

CLOTHING ATTIRE

• All students and parents attending lessons must wear a bathing cap. These are available for purchase from our administration desk
  
• All children under the age of 3 years are required to wear an approved swimming nappy. Bands around the leg area must be wider than 15cm. Little Toggs Happy Nappies and Never Working Mondays swim nappies are available for purchase from the pool.
  
• Once children have been toilet trained and are above the age of 3 we recommend the above swimwear be worn for an additional 6 months after toilet training due to the sensory stimulation water has on children. 

POOL USE

• Children are not permitted to use the pool for recreation outside of swimming lessons. The Juniors pool is for adult use only.

CHANGE ROOM USE

• Children are not permitted in the gym change rooms under any circumstance.
  
• Boys over the age of 4 are not permitted in the ladies change rooms.
  
• During afternoon swim lessons Monday through to Thursdays when In The Deep have full use of the pool facility, mothers are permitted in the male toilet area of the male change rooms to contact sons getting changed in the changing room. 

THE JUNIORS CLUB

• Any adult accompanying children to lessons must be a club member.
  
• Membership cards must be presented at Club Entry and Fitness Centre entry.
  
• Children must be supervised at all times. The Juniors Club will take no responsibility for any risks of injury in the coming and goings of enrolled students whilst using the club facilities.
  
• Management reserves the right to refuse entry, cancel membership, or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner, is under the influence of drugs and or alcohol or does not adhere to the conditions of use.

PHOTOS

• In The Deep Swim School regularly take photos of enrolled students during lessons. These photos are used for private use only at the swim school which may include marketing, advertising, promotion and staff training purposes. By accepting our terms of service you are allowing us to use the photos as stated and agree that In The Deep own the images taken. 
  
• If you would not like your child's image to be used as stated we require a written request stating as much.

INDEMNITY

• By accepting our terms of service you are permitting the staff of In The Deep Swim School to administer first aid and or organise medical hospital treatment as they see necessary, at your expense.
  
• In The Deep take no responsibility for any loss, damage or theft of any property occasioned by persons as consequence whilst attending lessons with In The Deep Swim School at the Juniors Club.

ETIQUETTE

• In The Deep reserves the right to refuse or cancel enrolments or request a student/parent/guardian to leave the premises if that person does not behave in a responsible manner or is threatening to staff or does not adhere to our terms of service.