Some FAQs about our classes
While we always welcome a call or email from anyone with a query, we get pretty busy at times so it may be quicker and easier for you to find answers here.
Bookings, cancellations and class etiquette FAQs
How do I book classes?
Provided you have credits in your account, you can book online simply by going to Book Sessions, checking the box of whichever class you would like to do and then clicking on Proceed and, after checking those are definitely the date and time you wanted, clicking again on Confirm. Then simply look out for a confirmation email to ensure your reservation has gone through!
Is there a waiting list for classes that are full?
Absolutely. Just give us a call or email us to add your name to the waiting list for a class that is already full. You will then be notified if a space becomes available in that class.
Can I change the time of a booking?
If give us as much notice as possible so we can reallocate your space and there is availability in the class you would like to switch to, then yes, of course you can!
Can I cancel a class?
The simple answer to this question is yes but we operate a 12-hour cancellation policy to give another client a chance to take the place. So up until 12 hours before your booked session, you can cancel online by logging in, going to Your Account page, and clicking Cancel next to the relevant class. The credit will be automatically returned to your account so you can use it to book another session.
But because our classes- and our waiting lists!- tend to fill up fairly quickly, if you click on Cancel within 12 hours of your booking, we will receive it as a request and will try to reallocate your space in the class to another client. If we are able to do so the credit will be refunded to your account. If not, that credit will be lost unless used for another class on the same day.
Please bear in mind that by trying to cancel via email, voicemail or any other form of communication that does not involve speaking directly to one of us, you run the risk of your request not being received and processed within the cancellation period.
What happens if I miss a class?
If you know you aren’t going to be able to make the class, please let us know as soon as you can. Even if it’s only half an hour before, it means we can release your space for clients on the waiting list, in which case if one of them takes your space you’ll get your credit back!
If you simply don’t turn up, arrive too late to join the class, or have made an error in your bookings and come at the wrong time, we will be able to refund you the credit only if another client takes your space.
What happens if I am running late?
Out of respect for the instructor and the other clients in the class, as well as for your own health and safety, if you arrive more than 10 minutes late we will not be able to let you into the class. If you are going to be a bit late, please try to let us know if possible as, if not, your space may be given to any walk-in clients who may be waiting..
What shall I do when I arrive at the studio?
Please try to arrive a few minutes early, so you can leave your belongings - including your mobile phone! – safe in a locker downstairs. Please leave your wet umbrellas in the apposite stand at reception and your shoes in the changing rooms. Once you are all sorted, feel free to pick up one of the many magazines and relax in the waiting area but please don’t forget to let the receptionist know you are there so she can check you in!
What should I wear?
Whatever you usually wear to work out should be fine - but ideally for the girls leggings with a sports bra and loose-fitting t-shirt or a tank top and for the guys t-shirts and either shorts or leggings would preferable.
For hygiene and health & safety reasons, we do ask that you wear grip socks during the classes - bare feet and outdoor shoes are not permitted inside the studio.
If you’ve forgotten your socks we sell grip socks at reception.
Credits, packages and refunds FAQs
Can I get a refund?
We can only refund your purchased unused sessions in limited circumstances and in accordance with our Client Terms but if you are unable to use your sessions due to unexpected circumstances at the time of purchase we will allow you to transfer them to a friend or somebody else who can use them.
Can I pay for a package in full up front?
Of course you can; we just multiply the monthly rate by the number of monthly payments and add all the credits to your account in one go.
Can I avoid package usage limits?
If you pay for your package in a lump sum your credits will all be in your account straight away for you to use as and when you like. If you are already part way through your Direct Debit scheme and would like all the rest of your credits to be released for you to use, simply pay the balance for the remaining months.
Can I get more credits per month if I have a package?
Sure you can choose to spread the cost of your package over less months therefore accordingly increasing your monthly payments and the numbers of sessions released to your account over the selected months.
Alternatively you can top up your account buying more sessions at the same discounted rate of your pass as and when you need them.
But if you find yourself topping up fairly frequently then you’d be better off upgrading your package so that you get more credits each month at a cheaper rate!
Can I lower my monthly payments?
If you opt to make an upfront payment, we can then split the balance over the remaining period of your package, reducing your monthly payment.
Can I freeze or cancel a package?
We are not able to freeze or terminate packages, per se, but in unexpected, exceptional circumstances, such as if you give us the great news that you are pregnant, or the sad news that you are suffering ill health or injury, we would, of course, extend the expiry date.
If you find you are not managing to use most of your credits each month there is an option to downgrade your package but in this case all your sessions will be recalculated at the higher rate of the package you downgrade to.
How are packages different from gym membership?
Packages (other than the Ultimate Package) give you a set number of credits which you can use over 3, 6 or 12 months and therefore even if periodically you are unable to attend your monthly sessions due to busy patches or travels you don’t loose out as those roll over onto the following months. However, when you opt to spread the total cost of the package over monthly payments this will also mean the credits will be released to your account over the same number of months so you will need to watch your monthly usage limits.