Studio Policies Effective November 1, 2025
Scheduling The online scheduler should be used by clients for reservations and cancellations.
- Clients are responsible for canceling their classes using the online scheduler An early cancel occurs 24 hours or more prior to the start of a class; early cancels are not charged. Late cancels are any cancellations within the 24 hour window prior to the start time and will be deducted from the clients current pricing option.
- Clients using the wait list option are expected to check their online account to verify the status of the class. When a spot opens in a class that was previously full the waitlisted student will be automatically added to the class based on their waitlist position. You may receive a courtesy confirmation, but clients are responsible for verifying their status. Clients that are added from the waitlist are subject to the Late Cancel fee if they have been added to the class 2 hours or more before the class starts.
- Each reservation is held for the client only until the class begins. If class starts at 8am, the reservation is valid until exactly 8am at which time the client must be in the room and ready to start the class. Once the class has begun, reservations no longer exist and the class is open, first to members on the waitlist and second to walk-in participants that are waiting and ready to join the class.
- If you are on the Waitlist and will not make it to the class please take your reservation off of the Waitlist as a courtesy to other members that are waiting for a spot, mahalo.
Return and Exchange Policy described below applies to online and in-store purchases:
- Non-Returnable: All sales of services such as class passes, personal training and gift cards are final. Non-returnable services cannot be returned or exchanged but can be maintained as an account credit for up to 4 months from purchase date. Partially used packages cannot be refunded as account credit. All other items must be accompanied by the original receipt or proof of purchase to be eligible for exchange or account credit.
- Class passes and private training sessions can only be extended or suspended in the event of a medically verified injury. A doctor’s note will be required for the suspension to take effect. In order to reinstate your pass we will require a doctor’s note when you are cleared to return to class.
- Late Entry to Class. If you are more than 5 minutes late for class, you must ask for permission from the instructor or front desk representative to join the class. No entry allowed 10 minutes after the start of class
- Socks. For both safety and hygienic reasons, starting December 1, 2025, we will require Pilates sticky socks while using the Reformer. If a medical condition limits your ability to safely wear socks while on the equipment we ask that you contact management for other options. Socks are available for purchase at the front desk if you do not own a pair; straps can be purchased online via Amazon or through Pilates distributors.