Frequently Asked Questions
We’ve compiled a list of the most common questions we’ve been asked over the years. If you still can’t find the information you’re looking for, feel free to leave a message via our contact page.
Can I have a trial/taster session?
Of course! Our trial sessions are charged at the rate of £15.00 for all ages - big and small. Pop us a message via our contact page and a member of the team will get you booked in right away.
Can I take pictures at the pool?
Photography and/or recording footage on the premises is strictly prohibited. We’re sure you understand, that due to our compliance with the Data Protection Act and Children’s Safeguarding, parents/bystanders are not allowed to photograph or record footage of children/students, without documented consent.
Where some parents and students are comfortable with being on camera, others may not be happy to do so. To respect the wishes of everyone, and comply with Children’s Safeguarding and Data Protection Act, we must implement a system that works for all of our swimmers.
For the sake of marketing and educational purposes, the trained and trusted staff at Penguins Palace are expected and permitted to photograph and/or record footage of our swimming lessons. To do so, we require documented permission from all of our parents, guardians and adult students. A form will be provided once you enrol at Penguins Palace, where you can let us know if you consent to yourself or your children being photographed or filmed.
Any footage containing swimmers who have opted to not be photographed or filmed, will be blurred to conceal identities, or deleted permanently.
If footage of a swimmer is used for marketing or educational purposes, the original footage can be sent to the parent/guardian or adult student via WhatsApp.
Can we bring our family and friends?
Please be advised that only one parent/guardian is permitted on poolside per child. In the case of swimmers who are siblings, we can still only allow one parent/guardian on site.
We understand you may have friends or family who’d like to see your kids in action, but we cannot currently accommodate for this many bystanders on site. By keeping the number of bystanders at a minimum, we prevent overcrowding at the pool and comply with Health & Safety regulations.
Do the parents get in the water?
No, we’re keen on making sure your children learn to swim independently - only children and teachers will be in the water. This way, we keep our pool capacity as low as possible, and children are able to develop their independence.
How are payments arranged?
After your trial, we’ll securely store your card details for future payments. Your first payment can be processed at the front desk or over the phone, and we’ll need your card number, expiry date, security code, and billing postcode.
The first payment covers two months of lessons to align with current swimmers. Future payments will be charged on a monthly basis. For example, if you enrol in September, your payment will cover October and November.
Termly paying options and discounts are available upon request.
We do not charge for, or facilitate lessons during major holiday periods (Easter, Summer, or Christmas breaks).
All information is stored securely and used solely for billing purposes. After entry, only the last four digits of your card number will be visible to our staff for reference.
How long will it take to learn how to swim?
How long is a piece of string? Or how long does it take to learn to drive? It depends on a lot of variables, right? Swimming is no different! The timeline of your tuition depends on factors like consistency, how quickly you pick up new skills, and any additional practice outside of lessons. Everyone is unique, with their own set of challenges, goals and resources, so our answer to this question will vary for each person. Once you’re swimming with us regularly, we’ll be in a better position to help create a realistic timeline tailored just for you.
How many students are in each class?
We keep our classes small, so each student receives more attention in the water, and most importantly, more time to swim! Class capacity is capped at just four swimmers, half of what you’re likely to find anywhere else.
Private lessons are also available, where swimmers can opt for one-to-one or two-to-one tuition.
How old do children have to be to start swimming lessons?
Our doors are open to children as young as three years old. Our pre-school classes are catered to children in the early years of life, and serve as an engaging introduction to the wonderful world of water. If your little one isn’t three yet, you’re still more than welcome to get in touch. We’ll pop your child’s 3rd birthday on the calendar, and once your child is 30 months old, a member of the team will be in touch to guide you through future enrolment.
How old is too old for swimming lessons?
It’s never too late to learn a new skill, especially in regards to swimming. If it’s your first time getting in a pool, or it’s been ages since you got back in, the thought of getting in the water might be worrisome. But fear not, young padawan! The teachers at Penguins Palace have been in the game for years, and take great pride in the many lives they’ve turned around with adult swimming lessons. The way we see it, the most important thing in our lessons, is making our clients feel safe. We’d never push you to a depth you can’t handle, and will always provide a helping hand where necessary.
Is there parking available?
For all sites, we have limited spaces outside the venue where customers can park for free. You can literally park outside the main entrance if there’s space, or the many housing estates nearby. If these are unavailable, there are several surrounding roads and supermarkets with free and paid parking options.
What happens if I miss a lesson?
If a penguin is unable to attend their lesson for medical reasons, we are happy to provide a “catch-up” lesson to make up for lost time. In the case of sickness, a sick note is required as evidence. If the fault is our own, and we’ve cancelled the lesson, a catch-up will be accredited to your account to be redeemed at a time that suits you.
We do not accommodate catch-up lessons for vacations or family events.
What happens if there’s another pandemic, lockdown or apocalypse?
Penguins Palace will adhere to government guidelines in the case of a pandemic. In the case of rules that may hinder swimming lessons, (i.e a lockdown that leads to the closure of gyms and swimming pools) Penguins Palace will freeze all payments and lessons. Penguins Palace will resume lessons only when government guidelines have deem us fit to return. Customers are not entitled to refunds for this reason. Lessons missed due to a pandemic, lockdown or apocalypse will roll over to the forthcoming swim period.
Where are the classes held?
We currently teach at two locations:
On Mondays, Wednesdays & Fridays, between 3-9pm, you’ll find us at our Old Kent Road Branch:
The Garden,
7 Marlborough Grove,
London, SE1 5JT
On Thursdays between 4-6pm, you’ll find us at our Tower Bridge Branch:
Coxson Place,
Druid Street,
London, SE1 2EZ
Our advanced swim club sessions are held at Camberwell, Elephant & Castle and Dulwich Leisure Centres, on Mondays, Tuesdays and Fridays respectively.