YOUR FIRST DAY AT PENGUINS

Welcome to Penguins Barcelona! Your first day approaches, and we would like to give you here all the important information you need, so that you are familiar and feel comfortable with our facilities. You can click on the two links that appear below that indicate everything you have to bring the first day of class.

Before the first day of class, it is necessary to send us the following documents: (1) the SEPA form with your bank data for future payments, (2) the Spanish Child’s Image Protection Document (for infant / child classes) or Adult Image Protection (for pregnancy preparation classes). You can download it here and send it by email, or give it the first day at Penguins’ reception.

FREQUENTLY ASKED QUESTIONS

(and their answers :))

Please find below the most common questions from our families, and our answers: we hope this will help! If you have more questions, do not hesitate to check our General Conditions or contact us by email or phone. Thank you!

How can I book a "make-up" class for AIPAP, BABY o WHITE Penguins activities?

Dear families,

You are now able to cancel a class and book a make-up class at a later time, without needing to call or send an email to Penguins team. With this new option of “MAKE-UPS”, you will be able to cancel your attendance to your normal BABY, WHITE PENGUINS or AIPAP class, and attend another class where a place has been freed-up by another family.

To access this new functionality: you first need to log-in your personal account through Penguins website, then by entering “HORARIOS Y RESERVAS” (or directly access via https://penguins.app.keeptrack.dk/user/bookings). You should then go to “My Bookings” to cancel the specific class you cannot join; the system then gives you the possibility to book a make-up class at a different time (below, in the section “MAKE-UPS”). Here is a link to the video that explains with a small tutorial how easy it is to manage your cancellations and make-up classes: https://goo.gl/a8r5gf. Watchout – this system does not work with Internet Explorer; recomendamos utilizar Chrome, Safari, Edge, Firefox…

Please allow us to remind few important points:

  • The recovery of the cancelled class is subject to the availability of classes released by other families. PENGUINS cannot guarantee the recovery of canceled classes.
  • The system allows you to book a make-up class only if you have previously cancelled the class, before the class. No make-up class can be booked if you have not cancelled it upfront. 
  • You can cancel your class until 6 hours before the class starts.
  • Once the class is canceled, the system does not allow cancellation of the planned absence. Once you cancel your class, you have 60 days to make up your class through the system.
  • Only one adult can enter the water with the baby in a make-up class.

 

Please read our General terms and Conditions of use for more information. 

What should I bring on the first day?

In water, for hygiene reasons, it is mandatory to use:

  • Swimming suit
  • Caps: Adults and children from 2 years old;
  • Clean swimming pool flip flops (or “anti-slip” socks for children under 3 years old);
  • Towel for the adult and/or the baby/child;
  • “Anti-leak” swimsuits (obligatory for infants up to 3 years): PENGUINS will provide the two anti-leak swimsuits required for hygiene reasons before the first class. They will be charged in cash or by credit card (€ 30.00 in total) on the day of your first class. 
  • PENGUINS will not supply plastic shoe covers, with the aim of reducing plastic waste and protecting the environment. We ask all customers (children and adults), parents or companions to come with clean pool flip flops to access the locker room and pool area. In the case you do not have flip-flops, PENGUINS will propose plastic shoe-coverat the cost of 0.50€. All the money will be given to the ECOMAR Foundation for the protection of the oceans.

 

Please read our General terms and Conditions of use for more information. 

What can I buy at Penguins?

Here at Penguins we always sell:

  • ZOGGS glasses for children;
  • PENGUINS swim caps for children and adults;
  • PENGUINS swimsuits for boys and girls;
  • “Anti-leak” swimsuits for babies and children 0-3 years;
  • PENGUINS Towels;
  • Soaps / creams ISDIN;
  • Arm-bands for small children;
  • Plastics covers reusable shoes.
Who can enter the water with the baby?

Any adult over 18 years of trust of the baby! Grandparents, relatives and people who take care of the baby.

Please read our General terms and Conditions of use for more information. 

Once registered, do I have to renew my registration every month?

No! Once done, your registration is renewed automatically every month. You can always view your reservation for the current and next month on our website, in your personal space. If you wish to make a class/time change, please contact us by phone or email.

If you wish to unregister, it is necessary to inform us by email at info@penguinsbarcelona before the 20th of the month prior the month of your cancellation. Example: you should inform us by email before April 20th if you want to un-register as of May. 

Please read our General terms and Conditions of use for more information. 

Can I change the schedule of my class while I am registered?

Yes, no problem! Please contact our team by email or phone, and we will look at options to change groups. If there is no availability in the desired group, you or your little one will be enrolled in our waiting list; you will remain in your current group until a place is freed up for you.

Please read our General terms and Conditions of use for more information. 

AIPAP: Can I take more than one class per week?

Can I take more than one class per week? Yes, as long as you have not had any complication during your pregnancy, you can take as many classes as you wish. If there is any complication with your pregnancy, we recommend you consult your gynecologist so that he can advise you what to do.

And can I take two classes on the same day? In the case of a pregnancy without complications, there would be no problem. The AIPAP program is not counterproductive for pregnancy: the more physical activity, the better! But it is always recommended to ask your gynecologist first. 

Please read our General terms and Conditions of use for more information. 

BABIES: Can I do two classes a week?

Can the baby take two classes a week? Yes, aquatic activity is ideal to help the baby’s physical development. More physical activity will give more autonomy to the baby, and thus more happiness! For babies with a lot of energy, who do not sleep well at night, who suffer from stomach pain… physical activity in the water is recommended. 

What about 2 consecutive days? No problem! And two classes on the same day? Exceptionally, as a “make-up class” there would be no problem, but this is in general not recommended. Indeed, swimming is an intense activity for the baby, with a lot of stimulation: two classes in a row may be too much for them.

Please read our General terms and Conditions of use for more information. 

When do I know that my baby/child is ready for the next level?

As a general rule the levels in Penguins are: 0-1 years = Baby Penguins 1, 1-2 years = Baby Penguins 2, 2-3 years = White Penguins. As soon as can swim on their own with 3 years old they enter the Blue Penguins group, where they swim autonomously. However this structure can not always be applied: every child is different, and the right level will depend not only on his/her age, but also on his/her confidence and level!

When the coordinator sees that your baby/child is ready to change group, she will tell you at the end of the class so that you can get in touch with the administration to let us know your availability in order to find a new group. In general, a couple of months is necessary to activate the group change (since we have to wait until a slot is freed up in the upper level). 

If you feel that your child is ready, and nobody told you anything, please feel free to ask our swimming coordinator! 

Please read our General terms and Conditions of use for more information. 

What happens if I go away for a month, but I do not want to lose my place?

We propose the “Maintenance fee”. For families who know in advance that they will not be able to attend any class for a full month, and do not want to lose their place or registration: we propose to keep the slot in the group, for a fee of 50% of the regular monthly fee. During that month, you will not be able to participate in the activities (neither normal classes not make-ups), and the unassisted classes can not be recovered.

Please read our General terms and Conditions of use for more information. 

Can I unsubscribe then register again without having to pay the registration fee (matrícula) again?

The registration fee (“matrícula”) will be paid only once in a term (starting September 1 until the last Sunday of July of each year). If you wish, you can unsubscribe for a while then re-register within the same term without having to pay again the registration fee (“matrícula”). If you unsubscribe within a term (ex: May) and register again in the next term (ex: November), then you will have to pay again the registration fee (“matrícula”). 

By the way: we remind you that if you wish to un-register, it is necessary to inform us by email at info@penguinsbarcelona before the 20th of the month prior the month of your cancellation. Example: you should inform us by email before April 20th if you want to un-register as of May.

Please read our General terms and Conditions of use for more information. 

What is the annual calendar? On which days are there no classes?

ANNUAL CALENDAR
For BABY PENGUINS, AIPAP, WHITE PENGUINS: classes will start on Saturday 01/09/2018 and end on Sunday 28/07/2019, both inclusive. For BLUE, ORANGE, RED PENGUINS, and Baby Gym: the classes will follow the 2018/19 school calendar, i.e. they will start on 01/09/2018 and will end on Friday 21/06/2018, both inclusive.

HOLIDAYS AND ANNUAL CLOSING
BANK HOLIDAYS: PENGUINS will be closed on all days which are a national, regional or local festivities. As these days the center does not open, the recovery of the class is not possible at another time.
ANNUAL CLOSURE (AUGUST): during the month of August 2019 the center will remain closed, and no monthly payment will be charged during that month. The rest of the months, all enrolled families will pay the entire monthly fee, regardless of the holidays or days that the center remains closed for bank holidays.

CHRISTMAS AND HOLY WEEK (“SEMANA SANTA”):
BABY PENGUINS, WHITE PENGUINS, AIPAP: there will be no classes the week of December 24 to 30, 2018. The following non-bank holiday days may be recovered: 24, 27, 28, 29, 30 December 2018. 
BLUE, ORANGE, RED PENGUINS (classes > 3 years): according to the school calendar, there will be no classes the week of December 24 to 29 (Christmas), or the days of April 15 to 18, 2019 (Holy Week “semana santa”).

IMPORTANT: PENGUINS classes are paid through monthly payments: classes can not be paid separately. Monthly fees will be paid in full, even if the school year ends before the end of the month. It will not be possible to “make-up” a class which has been cancelled because of school calendar, bank holiday or annual closing. In the same way, the monthly fee will remain the same even if there are more than 4 classes in a month (ex: five tuesdays in a month). 

Please read our General terms and Conditions of use for more information.

How and when should I cancel my registration ("bajas")?

VOLUNTARY UNREGISTRATION (“BAJA”):
It is mandatory to communicate the un-registration (“BAJA”) via email, before the 20th of the previous month, to the mail info@penguinsbarcelona.com. If the BAJA (for any reason, medical or other) is communicated between the 20th and the 30th day of the previous month, PENGUINS will make a VOUCHER for 50% of the monthly fee, which can be redeemed when you choose to join PENGUINS courses again. The VOUCHER can be exchanged during the 18/19 term. If the cancellation is communicated after the 30th day of the previous month, the monthly fee will be fully charged.

If you wish to un-register during a month, it will not be possible to ask for the return of the subscription already paid. 

UNREGISTRATION for PREGNANCY PREPARATION COURSES:
The day you un-register from the AIPAP course because you will give birth, please inform us by email, to notify your request. The classes that you cannot attend will be appointed on a VOUCHER, with the amount corresponding to the classes you have not been able to join. This VOUCHER can be used later for any other activity offered by PENGUINS after childbirth. The VOUCHER can be exchanged during the 18/19 term.

Please read our General terms and Conditions of use for more information.

How should I pay?

Registration and monthly fees:
The monthly payments will exclusively be invoiced by SEPA direct debit: payments will be sent through to all accounts every month between the 1st and 5th day of every month. To avoid confusion and refunds, we ask that any change of account holder/number to be communicated to the Administration, in writing, before the 15th day of each month.

If you wish to pay by credit card or cash: a full trimester will have to be paid in advance to avoid extra administration work and charges. Absences: we remind you that paid courses cannot be refunded in case the customer cannot attend a class. 

Please read our General terms and Conditions of use for more information.

What happens if I sign up in the middle of the month?

In Penguins you can sign up at any time through our website: the system will automatically indicate the correct amount to be paid. On the  first month, you will only pay the proportional fee, only for the classes you will attend!

Please read our General terms and Conditions of use for more information.

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