Frequently Asked Questions
What is your late policy?
As a courtesy to yourself, our instructors and other clients, be sure to arrive at least five minutes before class. If you do arrive late, quietly come in and start on the next rep. Clients may be asked to sit class out if they arrive too late or are making a habit of disrupting other clients.
How do I book an appointment?
To book as a new client call or come in as we would like to schedule an orientation session before you purchase a package. Once inputed into the system, you can choose what classes and packages work best for you. To book an Orientation session over the phone, a valid credit card must be provided. All other services must be pre-paid prior to booking. Group Classes can be purchased online.
What forms of payment do you accept?
We accept Cash, Checks, VISA, MasterCard, American Express and debit. Prepaid sessions are transferable but not refundable.
What is your cancellation policy?
Cancellations must be made 12 hours prior to group classes and 24 hours prior to private or semi-private sessions. Late cancellations or no-shows will be deducted from your package. If you fail to cancel prior to 24-hours in advance you will be charged for the full amount of the scheduled session. If you change your appointment from one teacher’s shift to another teacher’s shift within a 24-hour period, you will still be responsible for the first teacher’s fee.
Do you take Insured Referrals?
Some extended health care programs cover referrals by recognized health professionals. Consult your insurance adjustor for details.
When will my classes expire?
All Group Class packages expire 4 months from purchase. Account credit for private-based services expire if an account is left dormant for 12 months or more (i.e. no sessions are redeemed within this time period). All packages expire automatically after 4 months from date of purchase. The introductory packages expire after 3 months from date of purchase. A one-time $25 extension fee can be purchased. This extended package must be used within two months. (This only applies to packages used within one year of issue date) All packages older than one year will not be honored.
What is the paper work that I will have to complete upon my first session?
New clients to the Studio are required to complete a Liability Waiver and a personal assessment. Clients under the age of 16 require the signature of a parent or guardian. Please contact the Studio to learn more about what services are appropriate for younger audiences.
How do I check-in or sign-up for a class?
The standard process is to check-in at the front desk. Clients attending classes need to check in with reception or instructor before starting class. You can sign up online using MindBody and schedule your private sessions at the front desk. Space is limited for group classes, so reservations are required to guarantee a spot.
What about cancellation policy for private and semi-private sessions?
If you have not shown up within 20 minutes of your scheduled session time, you will be charged the full session fee. The teacher is not responsible to stay past 20 minutes if you have not called to say that you are coming or that you are running late. Frequent cancellations will result in the loss of your standing appointment. If your duet partner cancels more than 24 hours prior to your appointment, we will notify you immediately and give you the option of either taking a private or cancelling your session.
Do I have to keep my appointment if the instructor changes or there is a substitute?
Teachers are subject to change due to scheduling or an emergency. If another teacher is made available , you are still responsible for keeping your appointment if it is within 24 hours of the session or class time. Pilates Unleashed Corp is not responsible for a change in a teacher’s schedule, nor the teacher leaving the employ of Pilates Unleashed Corp.
Can I freeze my package?
The option of freezing a package will only be granted when accompanied by a medical professional’s note. Packages frozen due to medical issues will only be honored for an additional year.
Are there refunds?
There are no refunds, but paid sessions are transferable. We can accredit your purchases to your account.