Policies

Cancellation policy

You can change or cancel an existing reservation up to 12 hours prior to the start of the class without a penalty fee. After this, the session will always be charged in full.

As late cancellations are unfortunately common, we cannot offer refunds for late cancellations even for reasons such as unexpected sickness, change of plans, or delays in public transport.

For information about group reservations, please refer to the detailed section further down this page.

How to cancel a class

To cancel your reservation, please see the following steps:

  • Go to our website’s Booking page.
  • Choose My Account (located in the top right corner) and log in to your account.
  • Choose the tab Schedule, locate the reservation you wish to cancel, and click Cancel.

Cancellations cannot be processed via live chat, email, or social media.

Canceled classes

When a reservation is canceled more than 12 hours before the scheduled class, the visit is automatically credited back to your account in our booking system, which you can use toward a future reservation.

If you would prefer to receive a refund for a canceled drop-in visit or unactivated package, please submit a request through our chat. Refunds are manually processed by our support team and can take up to one business day to be processed.

Class packages

All class packages are activated on the date of purchase and expire based on their respective validity periods. They are also intended for individual use only and cannot be shared between multiple accounts or people. Please see our Pricing page here to learn more about our standard pricing.

Putting a package on hold

All active class packages can be put on hold upon request through the chat available on our website. The hold will start from the day the request is submitted. The first hold is complimentary, and any following holds will result in a $10 administration fee.

Extension add-ons

Please submit a separate inquiry through our website’s Extensions page (here) for each class package that you’d like to apply an extension to. 

As soon as we’ve processed your request, we’ll send you an appropriate payment link via text message, and the extension will be applied within one business day.

Retroactive extensions due to an injury or sickness

The validity period of a class package can be extended retroactively only upon submission of medical proof of illness, injury, or medical condition.

Waitlist

When a class is full, you can book yourself onto the waitlist. To learn more about what to expect when a spot becomes available, please see below:

If a spot becomes available more than 12 hours before the class

  • You will automatically be placed into the class and notified via email of this change.
  • Be sure to check your email notifications are turned on in your account settings because once you have been added to class from the waitlist, standard cancellation policies apply.

lf a spot becomes available less than 12 hours before the class

  • The spot will become available for booking on our website, and you can sign up for the class through your account.
  • If you are on the waitlist and know you won’t be able to make it to class. Please remove yourself from the waitlist through your profile’s Schedule view.

Group & private reservations

We’re happy to host groups and private sessions, but because each studio has only a very limited number of Reformers, a single group reservation change can empty half a class at once. To protect our extensive class options for the wider community, group bookings and private sessions arranged through support are final and can’t be rescheduled or refunded once confirmed.

Why this policy?

  • Small capacity. Replacing a whole group of reservations at the last minute is far harder to refill than any individual reservation, and most classes are typically fully booked.
  • Manual processing. Due to the limitations of the Mindbody system, our team manually processes each group reservation, so the system does not currently support immediate reservation changes.
  • Fair pricing & staffing. Holding group spots firm lets us keep a wide schedule and stable prices for everyone.

Need flexibility?

If your headcount or timing may change, simply make separate individual reservations online instead as those can still be changed or cancelled up to 12 hours before class.

Refunds

How to submit a request

To request a refund, please submit your request through the chat on our website. Our Customer Support is available Monday-Friday from 9 am to 5 pm and will process requests within one business day.

General

Class Participation

Classes involve physical activity, and participation is at your own risk. Following the instructor’s guidance is essential to avoid injury. If you have any medical concerns, please consult with your physician before attending.

Classes are instructed in English by default unless explicitly stated otherwise. Support in other languages may not be available. Proficiency in English is required to ensure you can follow safety instructions and participate effectively. This requirement is in place solely for the safety and well-being of all participants.

Photography & Filming

You’re welcome to take photos or videos before and after class, but to ensure a focused and distraction-free experience for everyone, filming or photography during the session is not permitted.

Socks

For hygiene purposes, grippy socks are highly encouraged in all of our classes. In case you don’t have them, these are also available for purchase at the studio reception.

Lost property

Although we do our best to look after your belongings, we are not responsible for lost or stolen items.