Question 1

How come your membership plans are such good value compared with everyone else?

Accepted Answer

We run a membership-based studio model, so we place extra emphasis on loyalty. That’s
why our flat rate walk in prices are slightly higher than everyone else’s, and our membership
plans much lower.

Question 2

Do I have to sign a Rolling Plan agreement?

Accepted Answer

Yes, you will have to sign an agreement for our Rolling Plans, and a direct debit mandate,
which you can’t cancel for 3 months from signing. After that, as per membership cancellation
policy, as long as you give us sufficient advance warning, we will cancel your membership.

Question 3

What’s a Rolling Plan credit?

Accepted Answer

There are four Rolling Plan’s to choose from, each with a fixed number and mat and
apparatus credits. Each credit is one class, in the mat or apparatus studios.

Question 4

Once I’ve chosen the Rolling Plan that suits me, do I have to sit down and book all my plan credits straight away, and for every fresh month thereafter?

Accepted Answer

No, we have given members 1 month advance booking so that there is less time
pressure, you can book classes all at once, or whenever you want. Just remember to
rebook, waitlist or cancel booked classes more than 24 hours before each class starts.

Question 5

Are the booking, rebooking, waitlist and cancellation policies strictly enforced?

Accepted Answer

The short answer is yes. This is for the flow and wellbeing of the studio. If each member
follows the simple rules, it benefits everyone. But we have a very soft spot for a reasonable
excuse, and there are free virtual classes where we are less vigilant, and Ultra Class Pass
Courses in pre-reserved fixed time corridors that don’t require advance booking at all.

Question 6

What happens if I don’t use up all my plan credits?

Accepted Answer

Our knowledgeable teachers say that attending 3 classes per week is the perfect healthy
living balance to aim for, so all our plans are based with that in mind, so of course we would
encourage you to use up as much of your allocation as possible. But if you can’t, there is no
penalty, you start with a fresh allocation when your plan renews each month.

Question 7

What if a class waitlist I’m on doesn’t clear? Do I lose that credit?

Accepted Answer

You only use a class credit when you book a class. If you book a waitlisted class when a
space becomes available and then cancel more than 24 hours before the class starts, you
can rebook or waitlist that credit again at your leisure. But if you book a class off the waitlist
less than 24 hours before the class starts, you are outside the cancellation window, so if you
don’t attend, you lose that credit as a No Show, unless you Late Cancel.

Question 8

Why does each Rolling Plan only have 8 credits then, since that is 2 a week, not 3?

Accepted Answer

A simple comparison will show how competitive these prices are, and we wanted to keep
our Rolling Plan prices accessible. One of the main plan benefits is access to Premium
Credits, which can be purchased any time and used, for example, to attend with the teacher
recommended frequency. Of course, everyone is different, some need more, some less.

Question 9

What if I use up all my plan credits before the end of the month, and want more?

Accepted Answer

Each plan entitles you to buy unlimited extra Premium Credits at the listed discounted
price if you use up the plan allocation. Premium Credits have a 30 day shelf life. Whenever
you open your class timetable, you see a month ahead from that day. So, as well as buying
Premium Credits for the current month, you can, as the month progresses, and calendar
dates open, use Premium Credits to book and waitlist classes 30 days ahead.

Question 10

How does Late Cancel work?

Accepted Answer

We have a special Late Cancel window, which allows you to contact reception up to 2
hours before your booking starts, and Late Cancel. If reception manage to fill your space,
they can, at their discretion, refund you a credit or a cash payment. It’s extra work for us on
reception, so we’d prefer it if you cancelled online more than 24 hours before your booking
to receive a full refund, but even if you miss that deadline, or something happens, please
make the effort to tell us, and we’ll make the effort to offer the booking to someone else.

Question 11

What’s the best way to utilise the booking, rebooking, waitlist and cancellation options?

Accepted Answer

It’s up to the individual, but mostly it’s best to sit down at the beginning of each 4 week
period when alerted (which depends on when you sign up so different for everyone), and
book or waitlist your favourite classes. But you’ve got 4 weeks, so there’s no rush to use
every credit. For example, if you’ve used 6 credits to book or waitlist classes, and left 2 in
the bank, you can come back and use those credits whenever.

Question 12

Can Rolling Membership plan credits be rolled over into the next month?

Accepted Answer

No, your Rolling Plan refreshes every month, with 8 new plan credits. But you can roll
Premium Credits over into the next month, up to 30 days ahead from purchase date.

Question 13

How do I pay for and use Premium Credits?

Accepted Answer

Premium Credits have a 30 day shelf-life, and can be purchased any time by all
members, and used to buy mat and apparatus studio classes at Premium Credit prices,
online or at reception. You can use Premium Credits to increase your monthly attendance
level, from 8 to 12 say, you can buy a Premium Credit to reach into the next month before
your Rolling Plan renews, to book a favourite class, for example.

Question 14

What about the other products and services discounts that our plan entitles us too, like the Physio Room appointments, or Activewear and Equipment?

Accepted Answer

If it’s online, your member discount gets added automatically, just add what you want to
your checkout basket, if it’s in studio, your discount will be added automatically when you
pay at reception.

Question 15

If I get a Clean Sheet bonus Premium Credit for booking and attending all the classes I book without rebooking, waitlisting or cancelling, how does that work?

Accepted Answer

You are being rewarded for being a model member who is helping make the class
booking experience better for everyone, so you’ll automatically be awarded a Premium
Credit, to be used within 30 days.

Question 16

Will I always get a teacher led class when I want?

Accepted Answer

If everyone follows the rules, you should find plenty of teacher led classes available each
month. But if not, for whatever reason, as long as you have reached a minimum level of
proficiency, members can book free virtual classes in the quieter times, with more relaxed
late booking and No Show rules.

Question 17

Can I give one of my credits, as per Guest Credit policy, to the same guest every month?

Accepted Answer

Yes, you can give it to whoever you want. The only stipulation there is one credit can be
allocated to a Guest each month, not more, and they must check in and attend the same
class as you. You can also buy up to one Premium Credit for a guest, or use a Premium
Credit in your bank on a guest. But they must attend the same class as you, and sign in on
reception, and fill out a health questionnaire.

Question 18

How do I book a class for a guest?

Accepted Answer

The system has been set so that you can double book yourself into a class. So, all you
have to do is put your name down for a class twice, once for you, once for your guest, and
then it’s your responsibility to check them in on reception.

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