Frequently Asked Questions

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We understand you may have a question about the Swimple platform. We’ve put together some commonly asked questions to give you more information about Swimple.

If you have a question that you can’t find the answer to, please use the contact us page and talk with a Swimple Customer Service member.

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How can I contact Swimple?

You can contact the team buy visiting https://swim.wearehello.com.au/contact-us/ No matter the size of your needs, Swimple Customer Support is here to assist you! Our Customer Support Team at Swimple is committed to providing top-notch assistance to our users. We are devoted to delivering exceptional customer service and greatly appreciate your ongoing trust in us.

Does Swimple charge to make a booking?

No! There is no charge to book and use Swimple. When paying by card, there is a small fee to cover payment processing fees. This is shown prior to any booking.

How do I make changes to a booking?

Simply contact our Support Team who will guide you through the options available.

Is your site secure?

Yes! You’ll notice our web address is https:// and a small padlock in the address bar. We take security seriously at Swimple. When paying online, we use the popular Stripe payment processing provider. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

Do I pay instantly upon booking?

No! When you find a pool you wish to hire, a request is sent to the pool owner who has 24 hours to confirm your booking. In most cases, this happens a lot quicker. Upon your booking request being acepted, you will be sent an email with details on how to make your payment and secure your booking. You have 24 hours to make your payment.

Guest Questions

Can I make changes to a pending reservation request?

Yes! We recommend you contact the Pool Host directly to discuss your changes. If this is unsuccessful, please contact Swimply direct and our support team will assist.

How do I cancel a reservation request?

We understand that sometimes plans change, and you may no longer wish to swim on your booked date. We suggest getting in touch with your Host and requesting to reschedule. This can usually be done at no additional charge. You might consider canceling your reservation if you cannot reschedule your booking for another time. A minimum of 24 hours notice is required. Failure to provide adequate notice may result in your forfeiting a refund.

How do I check the status of my reservation?

Simply sign in to your account, you’ll be able to see the status of your reservations.

When am I charged for a reservation?

Upon your booking request being accepted, you will be sent an email with details on how to make your payment and secure your booking. You have 24 hours to make your payment.

Host Questions

How do I accept a booking?

You’ll be emailed when a booking request has been made. You have 24 hours to accept or deny the booking. Bookings are at your discretion and you can deny a booking for any reason. You can also visit your dashboard and view all booking request.

How can I contact Swimply Host Support?

You can contact us any any time, simply visit the Contact Us page.

Am I charged for listing my pool on Swimply?

No! You can list your pool for free on Swimply. We do not charge you to advertise your pool.

As per our Terms & Conditions, when a booking is made via the Swimply platform, the booking is subject to the Swimple booking fee. This is set at 20% per booking. For example, you receive a booking for an hours use of your pool at $60 per hour. $60/100*20=$12. As a result you will receive $48 for each hour booked.

Can I leave a review on my guests?

Yes! After each booking is complete you are given the opportunity to leave your guest a review. Reviews are extremely important on Swimple and we encourage you to leave an honest review.

Can I update my pool listing?

Yes! You have full control over the pool listing. We recommend you ensure your listing is up to date an accurate on a regular basis.

Can I charge for extra services/features?

Yes! You can charge for any extra services you wish to offer such as BBQ Hire, Pool Toy Hire, Towel Hire etc. You can also charge a cleaning fee. However, we recommend the more included items in your hourly charge, the more bookings you’ll receive. No one likes a hidden surprise.

When do I receive the money from my booking?

Once a booking is complete, our team will process your payment. This is usually within 24 hours of the booking. You can monitor your payments via your dashboard.

Frequently Asked Questions