Parent Resources

Online Customer Portal

Convenient quick access to: view open spots, cancel/makeup lessons, review/update billing, and more!

If already a customer, the portal should recognize your email! To setup your password, just click “forgot password” in the portal



Please read and agree to our policies, terms, and waiver on our customer portal before arriving to your first lesson.


Here are our customers’ top questions. If your question is not listed here, please text us at 801-691-7946.

When is SwimKids closed this year?

What is SwimKids’ leveling system/curriculum?

Why do you offer private lessons?

Private lessons are the safest and most efficient way for tutoring beginning swimmers. During a private lesson, your child has the instructor’s undivided attention. This focused learning helps the child to quickly gain necessary swim skills. Private lessons allow the instructor to focus the curriculum on the skills the student is ready for at an appropriate pace for the individual student. Offering group classes for beginners poses safety concerns, as the instructor can only work with one child at a time while lifeguarding the other children in the class.

Why are your private lessons only 15-minutes long?

Through decades of testing with thousands of students we have found that 15-minute lessons are the perfect length for beginners in private lessons… In a private lesson at SwimKids your child will be actively learning/moving the entire 15-minutes. Our instructors are trained to keep things moving at a quick pace to maximize both the time in the pool and the child’s attention span and energy. Their time in the pool will be similar to a 30-minute workout at 80% effort for an adult. Young children learning to swim simply don’t have the physical and emotional stamina to be productive for more than 15 minutes in this type of intensive learning environment.
This is a very different experience and approach than a 30-minute beginner group class offered by some other programs. Your child won’t be sitting on the side waiting for a turn, or taking breaks throughout the lesson. For older children with a longer attention span and greater stamina you may consider doing two back-to-back lessons, or requesting a group class assessment.

How much do lessons cost?

Check pricing here

How many lessons will it take for my child to swim?

The length of time will vary by student.Since each individual child is so different, the time it takes to learn varies. We seek to help each child progress at their own rate, balancing skill and confidence. We strive for your child to make progress at every lesson. Many parents are amazed at the progress their children make in just one Fast Track session!

When can my child start group lessons?

Students can join a group class once they are level 7 or higher. Once a child can independently swim 20 feet on his own, he/she can join a group class! We require an instructor recommendation and a group chemistry assessment to join a group class. Children that meet these requirements see many benefits from group classes including: increased confidence, increased endurance, and peer motivation and socialization.

What if we can’t make a lesson?

We allow make-ups for any lesson cancelled in advance. Click here for the full policy on make-ups.

How can I make-up a missed lesson?

Make-up lessons can be scheduled through our online customer portal, or with our office. The option for a make-up expires 30 days after the cancelled lesson. During those 30 days, a make-up can be scheduled up to 7 days in advance. Click here for the full policy on make-ups.

What do I need to bring to my lessons?

  • Swimsuit & Towel
  • Swim diapers (for children under three or not toilet trained)
  • Shower essentials (if desired)
  • Goggles (we have plenty to borrow if you don’t have your own- we also sell high-quality goggles at each of our year-round locations )

What do I need to do before my first lesson?

Finalize your booking, agree to our policies & waiver on the customer portal, and complete a walk-through of our facility with a SwimKids team member.
Once we have finalized your bookings, we will send you an email confirmation of the dates and times, and then agree to the policies, terms and waiver on the online customer portal. If you have trouble logging into the customer portal after enrolling in lessons, please text us at 801-691-7946.
The policies, terms and waiver need to be agreed to before your first lesson. The address to all of our pools will be at the bottom of your confirmation email. Plan to arrive about 15 minutes early for your first lesson to check in with the office, and complete your walk-through

How do I cancel a recurring lesson spot?

To cancel a single day’s lesson: This can be done (even after hours) through our customer portal, text or phone call/voicemail at 801-691-7946. Click here for the full policy on one-time cancellations.
To permanently cancel a recurring lesson: The required 4-lesson withdrawal/drop request must be submitted online on our customer portal for each lesson being permanently cancelled (this ensures that we don’t cancel spots that you want to keep). To avoid any miscommunication, our office asks that customers submit their own withdrawal/drop request (a request submitted with less than a 4-lesson request will still be charged for the balance of lessons). Reducing lessons from two days per week to 1 day per week still requires submission of a withdrawal/drop request for the day you wish to cease attending.

How often do your sessions run?

Sessions are offered year-round!
With our year-round swimming options in Holladay, Pleasant Grove, Kaysville, and Saint George you can start lessons anytime we have an opening that fits your availability. Your child can attend once a week, or multiple times per week. Check individual locations pages for parent-tot schedules and upcoming fast track sessions.

What can I do while my child is taking his/her lesson?

Sit poolside and watch!
Your attention and encouragement will help your child feel your support. It is ok to bring other children who will not be swimming, but it is your responsibility to watch them and keep them safe at all times.

Can I get into the water with my child during his/her lesson?

Depends on the lesson type… Parent-tot classes? Absolutely! Private lessons? We discourage this choice.Parent-tot classes are designed for one parent to accompany each child.
Conversely, private lessons are designed to be one-on-one. We’ve found it’s much easier for the student to focus on the instruction they are receiving if their parent/caregiver is not in the water. We train our instructors to overcome childrens’ initial anxiety (especially children under 5 and children scared of water, for whom it’s completely normal to cry for the first 3-5 lessons). Here are some things you can do to help your child progress in his/her lessons and overcome anxiety:

  • Watch poolside and encourage your child by pointing out and cheering for his/her successes (big or small)
  • Video your child during his/her lesson and watch the videos together between lessons
  • Remind your child that he/she can do hard things!
  • Help your child get his/her stamp(s) after class and praise him/her for a job well done
  • Set a small reward the child can work towards earning each time he/she achieves a milestone
  • Avoid using words like “scary” and “brave”


Other Fees

The $25 fee for declined credit cards, bounced checks, stop payment, etc. will be automatically added to your account and billed to you. And your child will not be able to swim until the balance is paid.

No Refunds

All sales are final. We may credit a customer’s SwimKids account if funds need to be reallocated, but we do not offer refunds. We do our best to provide students and parents with the classes they need, at the time they prefer, but offer no guarantee of availability.

Acclimation Period

It will take new students multiple lessons to adjust to swimming. We recommend a minimum of eight lessons for achieving a basic comfort level for the activities done in the lesson (whether private lessons, stroke groups, or parent-tot classes). Please allow for and expect this adjustment period.

Holidays and Facility Closure

Closure dates are posted online and in our facility. You will not be charged for holidays or other listed dates. SwimKids closures DO NOT necessarily correspond with school or government holidays.

In the event SwimKids is required to close due to health or weather concerns you will receive a credit on your SwimKids account equal to the cost paid for any missed lessons. Weather closures for indoor locations will only occur if school is cancelled by the school district covering the SwimKids facility.

Liability Waiver

We require each student to agree to our policies and waiver on our customer portal before he/she is allowed to swim.

Booking and Payment

New lesson bookings can be scheduled on a first-come, first-served basis via phone, text, or in person. Payment for lessons is required at the time of booking lessons (a 24-hour hold can be placed on lesson times without payment).
All students in recurring lessons are required to have a valid Visa or Mastercard on file. We will charge all accounts with outstanding balances using the card on file on the 1st business day of every month. Please keep us informed of any changes to your card (e.g. expiration dates, replacement of canceled cards, etc.), as any declined charges will be assessed a $25 fee.

Registration Fees

An annual per-student registration fee of $30 is required for Private and Group Classes (Parent-tot classes do not require a registration fee). Registration is valid for 12-months from the time of payment and covers all lessons scheduled with SwimKids. Registration Fees are not transferable.

Absences and Make-ups

Ways to Cancel/Reschedule Lessons (even after hours):

  1. through our online customer portal,
  2. via text at 801-691-7946,
  3. or via a phone call/voicemail at 801-691-7946

Lessons eligible for make-ups: All customers that provide advanced notice for cancelling their original lesson are eligible for a make-up lesson (please contact us as soon as possible if you will be missing a lesson). “No-Shows” (not canceling/notifying SwimKids before the scheduled lesson time) are not eligible for make-up lessons. Make-up lessons do not get their own make-up lessons.

Make-up Costs: Make-ups cost $5 for each cancelled and rescheduled private and group lesson (make-ups for Parent-Tot lessons are free). The $5 cost would apply to each 15-minute private increment if family has 2+ back-to-back 15-minute private lessons for their child(ren). The make-up cost may be waived for two reasons:

  1. 14-day advance notice
  2. 24-hour sick notice

Make-up Scheduling Details: Make-up lessons expire 30 days after the original lesson. Make-up lessons are subject to availability and may be scheduled up to 7 days in advance. Make-ups may be scheduled before the cancelled lesson.

Recurring Lessons

Customers qualify for our reduced recurring-lesson pricing when they agree to 8+ weekly lessons. Since recurring lessons are ongoing, lessons are billed automatically on the 1st business day of every month. To permanently cease billing for these recurring lessons, we require a 4-lesson withdrawal/drop request -see the “Withdrawing” section below (A confirmation email will be sent once your withdrawal request is processed).

Instructor Substitutes/Replacements

SwimKids reserves the right to make instructor changes. SwimKids makes every effort to ensure lesson quality, especially when instructor changes occur. When instructor changes are necessary, SwimKids will provide another high-quality instructor that makes full use of our unique and proven teaching methods. Refunds are NOT issued when such substitutes/replacements occur.
Our program’s strongest swimmers are the children who’ve worked with multiple instructors. Substitutes and instructor changes are great opportunities for kids to practice their “adaptive swimming skills”, by swimming in slightly different conditions. The different focuses of different instructors help kids develop a more complete set of swimming skills, enabling them to adapt to unknown and unexpected situations.

Double Diapering

We require all children under three, those not yet toilet trained, and those lacking bowel control to wear two layers of swim diapers in the pool (per state law). Students whose fecal accidents result in a pool closure will be assessed a $50-$150 fee, depending on the length of closure.
These diapers must fit snugly all the way around the waist and legs. At least one of these diapers must be a reusable swim diaper.
Disposable diapers must be swim diapers. No regular diapers are allowed in the pool. Reusable and disposable swim diapers are available for purchase at each of our year-round locations.

Withdrawing/Dropping Enrollment

To permanently cancel a recurring lesson: The required  4-lesson withdrawal/drop request  must be submitted online on our customer portal for each lesson being permanently cancelled (this ensures that we don’t cancel spots that you want to keep). To avoid any miscommunication, our office asks that customers submit their own withdrawal/drop request (a request submitted with less than a 4-lesson request will still be charged for the balance of lessons). Reducing lessons from two days per week to 1 day per week still requires submission of a withdrawal/drop request for the day you wish to cease attending.

Request to Drop Enrollment

We’d be sorry to see you go! To permanently cancel a recurring lesson, please fill out your 4-lesson withdrawal/drop request on our customer portal.

When it’s time, the steps are simple: In your account, under the “Student” section, click on a student’s enrollment, and select “Drop Enrollment”.