• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I establish an online account?
A: Before registering for any programs online, you must establish an online account and create a Login Name and Password.

This is how you create an online account:

1) Click on the "Create Account" button.

2) Fill out the form for New Account Request completely, including all required fields and click submit. Please submit your request only once.

*Please Note: If you are registering a child for a program, please use your own information when filling out the online registration account request form, NOT the information of the child you wish to register for an activity. Once you have an online registration account, you will have the opportunity to add family members.

3) You will automatically receive an email after submitting your request for an account. Your account will be activated only after you have responded by clicking on the link provided in the email.
Q: How do I register online for an activity?
A: Once your account has been established, registration for programs is easy:

1) Click the "View Programs" button on the registration home page.

2) Select the program that you would like to enroll in. Clicking the underlined program name will show you a detailed program description.

3) Click the "Add to My Cart" button if you wish to register for the program.

4) Next, login to your online account by entering your login information and password. Proceed to checkout by clicking the "Continue" button. From this screen you may remove programs from your cart or view more programs and add them to your cart.

*Important: If more than one family member will be attending the program, change the quantity registering for the program and then click on the "Update Cart" button.

5) Confirm your program name, date and time, enrollee and price.

6) Click "Continue" to proceed with payment. You will be prompted that you are entering a secure site. Click "Yes". Enter your credit card information on the Payment Information Page. Click "Continue". This system accepts Visa, Mastercard and American Express.

*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the "My Account" button and change your residential address to match your credit card billing address.

7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: How many accounts should each family have?
A: Each family should only have one account. Create the account in the name of a head of household and then add all family member names to the account after it is established (see next question).
Q: How do I add family members to My Account?
A: You may add family members in the three following locations:

1) You may add a family members under "My Account", this is done by clicking the link "Change information about family members".

2) You may also add family members during the enrollment process. This is done by clicking on the link "Add family member" which is located beside the participant box.

3) You may add a family member after you initial account request by clicking on "Save and add family member."
Q: Can I view programs without registering?
A: You can always browse through the programs without registering. Click "View Programs" button and look at all the programs that are offered.
Q: What do I do if I forgot my password?
A: From the My Account program, enter your Login name. Then check the "Forgot your Password" box and click "Continue". You will advance to the custom security question you created when establishing your account. After answering this question correctly, an email will be sent to your account containing a temporary password. Use this password to log in to your account. Once you have logged in, you will be prompted to create a new password. If, after reviewing your custom security question you do not recall your password, or if your password is not valid, please contact our office at 510-655-1265 during normal business hours and a member of our staff will assist you.

*Please DO NOT create another customer account.
Q: What will happen if I try to register for an program that is fully enrolled?
A: Your name will be placed on a waiting list to be contacted in the event that a space in that class opens up or additional classes are added. If you do not want to be placed on the waiting list, click the "Remove" button that appears on the screen. If a space opens for the class, you will be contacted immediately. If we are unable to contact you within 24 hours, your space will be given to the next customer on the wait list.
Q: Can I view my transaction history and print out my past receipts online?
A: Yes, from the date on which your online account is established. The "My Account" feature allows you to view a detailed list of your past transactions. Just login, click the "My Account" button, and select the program(s) providing transaction history.
Q: How can I view a schedule of my family's upcoming scheduled programs?
A: The "My Account" feature allows you to view a weekly schedule of your family's upcoming scheduled programs. Just login, click on the "My Account" button, and then click on "Show Your Daily Schedule". Select the family members whose schedules you would like to view and click "Search". A weekly schedule will display all of the programs your family members have been enrolled in and allow you to click on the program for more information.
Q: What is a convenience fee?
A: The convenience fee is a small fee typical of any internet sales. The fee is a percentage of the total receipt amount. This fee is non-refundable as it is a fee charged by our software provider.
Q: What is the refund policy?
A: Head Over Heels has a strict no refund policy. Please be mindful of this policy when signing your child up for classes. If you have an unexpected scheduling change and there is space in a class that better fits your schedule, we will be happy to transfer your child into the under enrolled class.

All refund requests involving injuries or illness requires a doctor?s note* and must be submitted within two weeks of the first class missed.

Head Over Heels is in no way obligated to provide credits. In some extenuating instances, we are able to drop your child from a class and credit your internal Head Over Heels account for the balance of the classes. Examples of these extenuating circumstances are serious injury or serious illness with a doctor?s note*, or class cancellation on the part of Head Over Heels. This credit would be applied to another class, toward camp, toward Parents' Night Out, or toward Open Gym. These credits are completely at the discretion of Head Over Heels and must be used for classes or camp within one year of the date that the credit is issued.

ALL registration fees are NON-TRANSFERABLE and NON-REFUNDABLE.
Q: Do you offer make-up classes?
A: Head Over Heels does not offer make-up classes. Please consider this when enrolling in our classes and plan accordingly as adjustments in payment due to absences are not permitted.
Q: Do you offer a sibling or multiple class discount?
A: Yes, a 20% discount will be given to the less expensive class.
Q: Do you offer trial classes?
A: Yes. We offer a single Trial class to new students. Trial classes are scheduled in our under enrolled classes. You must call us at 510-655-1265, or visit us to schedule a trial class.