Home

FAQ's

 

1) Where are you located?


We are at 4701 Doyle Street, Building F, between 45th Street and 53rd Street in Emeryville. 
There is absolutely no parking in the 4701 Doyle Street lot as every space is reserved. Our client parking is in Spur Alley which is accessed on 45th Street between Doyle and Hollis.  There is a mechanical arm like you would see at a railroad crossing.  Ask our front office staff for the code to get in when you register. We ask that you refrain from trying to drive around the gate.

Once through the gate drive down the alley and HOH is the second building on your right.  If one of our parking spaces, clearly marked Head Over Heels, is not available our property manager graciously allows our clients to park across from the parking spaces as long as you park close enough to the curb so that those in legitimate parking spaces are able to get out.

*DO NOT PARK IN THE OTHER TENANTS SPACES as you might get towed.

Street parking can also be found on 45th Street, 47th Street, San Pablo Avenue, and Hollis Street.  A short walk is an excellent warm up before class begins. 

Here is a map link and here are directions to our site.

 


2) How do I enroll my student?


We welcome you and your child(ren) to visit our gym and see our students in action.

      1. Browse our list of course schedules to find a convenient time.

      2. Visit us! Many children feel more comfortable after they view a session.

      3. We require some forms to be filled out before your child enrolls: you may download them on the website *or* fill them out on site.

Learn how to enroll for classes at HOH Athletic Arts.

 


3) Do you do birthday parties or field trips?


Yes, we offer a number of special programs. We are also open to working out a special day for your organization or corporation to come and play with us!

 


4) Who are your sponsors?


HOH Athletic Arts is a non-profit 501(c)(3) organization
Tax I.D. # 94-3304817

We offer sponsorship opportunities for local and national businesses and organizations. Please visit our sponsors page to learn more.

 


5) How do I establish an account?


Before registering for any programs online, you must establish an online account and create a Login Name and Password.  First go to: Online Registration

Then 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.

 

6) How do I register online for an activity?


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.
 


7) How many accounts should each family have?


We recommend that each family establish 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).

 

8) How do I add family members to My Account?


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."

 

 

9) Can I view programs without registering?


You can always browse through the programs without registering. Click on the "View Programs" button on the Online Registration page and look at all the programs that are offered.

 

 

10) What do I do if I forgot my password?


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.

 

 


11) What will happen if I try to register for an program that is fully enrolled?


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.

 

 

12) Can I view my transaction history and print out my past receipts online?


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.

 


13) How can I view a schedule of my family's upcoming scheduled programs?


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.

 


14) What is a convenience fee?


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.

 


15) What is the registration fee?


The registration fee is a fee that is charged to every student in order to cover our insurance costs. The fee is non-refundable and is charged upon enrollment and on the anniversary of your enrollment date.

 

 

16) What if I have already paid my registration fee and it is still being automatically charged?


Because this is a new system for Head Over Heels, not all of our clients information has been transferred over. If you feel you have already paid the registration fee, please contact us at 510-655-1265 for assistance. We can manually override this fee for you.

 

 

17) What is the refund policy?


We have a strict no refund policy. Once the session has begun, all tuition is non-refundable and non-transferable. If you have a scheduling conflict, you can transfer into another day, time, or program.

We also have a no credit policy. In some extenuating circumstances, we are able to drop your child from a class and credit your account for the balance of the classes. Some examples of these extenuating circumstances are injury or serious illness with a doctor's note and class cancelation on the part of Head Over Heels. This credit can be applied to another class in another session or toward camp. 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 the credit was issued.

 

18) Do you offer make-up classes? And how do I schedule one?


Yes, we allow one make up class per ten week session per student as a courtesy to our patrons. This make up class is subject to availability and completely at the discretion of Head Over Heels. HOH is in no way obligated to provide make ups for missed classes unless the facility is closed on what would regularly be a day for classes.

We can accommodate make ups in an under enrolled class. A staff member at the front desk will be happy to assist you in finding one of our under-enrolled classes in which to make up a class. Due to this process, you can not schedule make up classes online.

Please schedule your make up class as soon as possible. Remember, unless the make up is for one of the days that the facility is closed, Head Over Heels is not responsible for classes that you missed.

 

 
 

19) Will I be notified when it is time to re-enroll?


Yes, an email will be sent before registration is opened and signs are posted in the gym. It is the responsibility of each client to update HOH of new email addresses or if they have not been receiving emails from the gym.

Head Over Heels offers clients already enrolled in classes the opportunity to register during Priority Registration week, four weeks before the next session begins.  Registration is open to the general public one week after the first day of Priority Registration.

 

 

20) Do you offer a sibling or multiple class discount?


Yes, a 20% discount will be given to the less expensive class.

 

 

21) Do you accept EcoMetro coupons online?


No. EcoMetro coupons are for first time clients only. These coupons must be redeemed in person at the front desk as the client registers for classes. One coupon is allowed per family.

 

 

22) Do you offer trial classes?


Yes. Trial classes are scheduled in our under enrolled classes and are not scheduled during the first week of the session or during evaluation weeks. You must call us at (510) 655-1265 or visit us to schedule a trial class.

This is how HOH's trial classes work.  If after the trial the student chooses to enroll in an HOH class the client pays for the trial class as well as the rest of the session.  If, for any reason, the client and/or student decides to not enroll in the class the client will not be charged.

Only one trial per person can be taken at Head Over Heels.