Service rules

We would like to remind you that this is a public service, which will prioritize available places according to the needs and different circumstances of each family.

• Requesting an appointment does not mean access to the service is guaranteed. You must wait for telephone confirmation in order to use the service, as there may be no availability for the selected time slots.
• If the required documentation is not provided, access to the service will not be granted.
• The service may be requested from 2 weeks in advance up to 12 hours before, excluding emergency cases, which may be requested up to 30 minutes in advance.
• Punctuality is required both at drop-off and pick-up. Repeated failure to comply with this rule may entitle the Concilia educators to apply the corresponding and necessary incident measure.
• The family may leave the Concilia facility once they have completed their documentation and signed the child/children’s check-in and check-out sheet.
• Girls and boys may not use mobile phones during the service.
• The assigned time slots must be respected. Even so, the educators may offer limited time slots whenever they deem it appropriate, always depending on the availability of places on that day.
• Only authorized persons may pick up the children.
• Pick-ups may only take place at schools and, exceptionally, at municipal neighborhood services with prior authorization from the families.
• What are our childcare service hours? The service is available from Monday to Saturday: from 3:00 p.m. to 8:00 p.m. (Monday to Friday), and from 10:00 a.m. to 2:00 p.m. and from 3:30 p.m. to 6:30 p.m. (Saturdays).
• The family service hours are Monday to Friday from 1:00 p.m. to 3:00 p.m. and from 8:00 p.m. to 8:30 p.m., and Saturdays from 9:30 a.m. to 10:00 a.m. and from 6:30 p.m. to 7:00 p.m. In exceptional cases, families who require it may be assisted at another time previously agreed with the project educators.
• The childcare service cannot be requested by phone; it must be requested through the app. Changes and cancellations must be made by phone and as far in advance as possible.