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.
To cancel your reservation, please see the following steps:
Cancellations cannot be processed via live chat, email, or social media.
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 an unused pricing option, please contact our customer support via chat or email at hey@bay-studios.com. Refunds are manually processed by our support team and can take up to 1 business day to be processed.
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:
lf a spot becomes available less than 12 hours before the class:
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?
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.
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.
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.
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.
The validity period of a class package can be extended retroactively only upon submission of medical proof of illness, injury, or medical condition.
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.
Monthly booking access: book up to 4, 6, 8 or 10 classes each billing cycle across all studios (subject to availability).
Memberships are not credit packs and are priced for current-month use.
Start date: default is the purchase date. If you need a different start date, you can set it in the checkout.
Renews monthly on your join date.
Your rate stays the same while the membership remains continuously active. We may cap memberships for capacity.
If we make material changes (price, monthly access, expiry), we’ll give 30 days’ notice; you may cancel before the change takes effect.
You can cancel your membership by contacting our support at hey@bay-studios.com. After cancellation, your booking access remains active until the end of the current cycle.
Changes take effect at your next renewal by default.
Immediate upgrade: available via customer support (email hey@bay-studios.com).
Available for members as extra classes whenever you’ve used your monthly booking access.
Expiry: top-ups expire in 30 days.
Price: the member price is shown at checkout and may be updated prospectively.
If offered, you may request an extension of your booking window (e.g., +14 days/5€ or +1 month/10€).
Max 1-month extension per cycle, no stacking; prospective only.
Medical exceptions are available with a doctor’s note.
Default funding is your card on file. Sports benefits are processed manually and converted to account credits (not visible in the client portal).
To apply a sports benefit to your next renewal, please select Pay with sports vouchers on the chat (available in bottom right corner) and complete the steps ≥ 3 business days before your next renewal (submit the voucher payment(s); if there’s a remainder, pay it via the Stripe link we provide).
If steps are completed later, your card may be charged for that cycle, and the sports benefit will be applied to the next eligible renewal.
Processing guarantee: if you followed the steps on time and your card was still charged, we’ll refund the unintended charge when you notify our support team.
If payment still fails, booking is paused until the payment method is updated.
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.
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.
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.
Although we do our best to look after your belongings, we are not responsible for lost or stolen items.