Under what circumstances must I reimburse Goldfish Swim School for customer service costs?
Goldfish_Swim_School Franchise · 2025 FDDAnswer from 2025 FDD Document
| Type of Fee | Amount | Due Date | Remarks | |
|---|---|---|---|---|
| Customer Service5 | Our actual costs incurred | Upon demand | You must reimburse us if we determine it is necessary for us to provide service directly to your customers (Section 13.9). |
NOTES
5 Costs vary depending on factors, including nature of the complaint, expertise needed and the time involved. You pay our actual costs only.
Source: Item 6 — OTHER FEES (FDD pages 17–21)
What This Means (2025 FDD)
According to Goldfish Swim School's 2025 Franchise Disclosure Document, franchisees must reimburse Goldfish Swim School for customer service costs under specific circumstances. If Goldfish Swim School determines it necessary to provide service directly to the franchisee's customers, the franchisee is responsible for reimbursing Goldfish Swim School for the actual costs incurred.
This means that if customer complaints or issues arise that the franchisee is unable to resolve, and Goldfish Swim School steps in to handle these issues directly, the franchisee will have to pay Goldfish Swim School's costs for providing that service. The amount will vary depending on the nature of the complaint, the expertise needed to resolve it, and the time involved.
As noted in the FDD, these costs can vary, and franchisees pay only the actual costs incurred by Goldfish Swim School. Franchisees should ensure they understand what situations might lead to Goldfish Swim School providing direct customer service and how those costs are calculated to avoid unexpected expenses. It would be prudent to maintain excellent customer service at the franchise location to minimize the risk of Goldfish Swim School needing to intervene.