Adult Memberships FAQs
FAQs relevant to all adult memberships:
Q: I'm booked into a class I can no longer make, what options do I have?
A: All classes can be rescheduled up to 72hrs before the class begins, if your class starts in less than 72hrs it is not possible to reschedule. You are still welcome to "leave" the class and open your spot to someone else but your credit will not be returned.
Q: I have tested positive for covid-19, can I reschedule my class?
A: Our late cancel policy still applies in this case, you will be able to leave your class and keep your credit as long as it's 72hrs in advance, after this, you will not be able to receive your credit back.
Q: I'm running late, can I still join?
A: Yes, we allow adults to still join classes even if you are running late! Your instructor may ask you to do a warm-up and certain exercises before getting on to the equipment.
Q: How many times can I reschedule a class?
A: As many as you'd like! As long as before our 72hrs late cancel policy.
Q: Do I need a membership to join the waiting list?
A: No! Anyone can join our waiting lists. If a space becomes available you will then have 30minutes to purchase a membership and book your class.
Single Drop-In Adult Class FAQs
Q: When does my credit expire?
Q: Do you offer a discount if I purchase more than one drop-in class?
A: If you purchase a class pack of 5 or 10 you will then receive a discount on each class.
Q: Can I donate my class to a friend?
A: Yes! If you would like to donate a class to a friend they have to be a new member and suitable for the same level class you are booked into. This however must be approved. We will need them to create a profile online and for you to email us confirming who will be replacing you along with the email address associated with their account. If this is not done and someone shows up to a class without it being approved by our office team they will then, unfortunately, be refused entry.
Pack of 5/10 Adult Class Packs FAQs
Q: I can't finish all my classes within the expiry date, is it possible to extend my pack?
A: We allow a 1 off 4-week pack extension at a fee of £10. If you would like to extend your pack please email us.
Q: When does my pack activate?
A: These packs activate from the date of purchase.
Q: Can I share my pack with a friend?
A: No, all class packs can only be used by the person who purchased the pack.
Q: I can't finish my pack, can I donate the rest to a friend?
A: If you have not used any of your classes within the pack you can then donate the pack in full to a friend. If you have used 1 or more credits, you will not be able to donate the remaining credits to a friend.
Q: Do I have to use all my credits for the same class?
A: No, you are welcome to use your credits across any of our classes! Just make sure you're booked into the correct levelled class.
Q: I have a class pack but it won't let me book online?
A: Please check the date your pack starts/finishes as the system will not allow you to book outside of these dates.
Recurring Aerial Class Plan (x1 class per week) FAQs
Q: My payment didn't go through, what can I do?
A: If your payment was unsuccessful you will receive an email asking you to complete payment online, our system will then try again the next day. If you have not settled any out standing payments within 48hrs our late fee policy will then apply.
Q: What happens if I take this membership out and there are no class spaces for one week?
A: We offer automatic bookings for one class each week as a way to guarantee your space.
Q: Do I have to stick to my automatically booked class each week?
A: No! We just give you automatic bookings for one class to guarantee your weekly class. You are then welcome to drop out of your class (at least 72hrs in advance) and book back into a different class for that week.
Q: If I can't make class one week can my credit be carried over?
A: No, this plan gives your access to x1 class per week. If you miss a class there are zero options for transfers/credits to reuse your missed class at a later date.
Q: What does the 12-week commitment period mean?
A: This membership is billed at £69 every 4 weeks. When taking the membership you are committing to taking classes for a minimum of 12 weeks, billed every 4 weeks (3 billing cycles @ £69 each).
Q: Can I pause my membership?
A: During your 12-week commitment period it is not possible to pause your membership. Once your commitment period has ended you are able to pause your membership for a maximum of 4 weeks.
Q: Can I donate my class to a friend?
A: No, all recurring plans can only be used by the person who purchased the plan.
Q: When can I cancel my plan?
A: After your 12-week commitment period you can cancel your plan online at any time. You will then have classes for the rest of your billing cycle but will be not charged again after the cycle ends.
Q: How do I cancel my plan?
A: All plans must be cancelled by the account holder themselves. Please log into your account and click on your membership, from here you will be able to cancel your plan. Once cancelled you will still have access to the remaining classes already paid for, you will not be able to receive a refund for these classes.
Q: How do the free stretch classes work?
A: All those on a recurring plan have access to free stretch classes once a week, bookable on a first come first serve basis. We do not offer automatic bookings for stretch classes, these must be booked online yourself.
Q: I can't make my free stretch class, what happens?
A: Please make sure to remove yourself and open the space for someone else. If you fail to show up to more than 2 stretch classes within a 4-week period you will then lose access to your free stretch classes for 4 weeks.
Q: How do I book into a course:
A: All our courses are bookable on a first come first serve basis through our booking system. If the system allows you to book, this means there is still a space left!
Q: The course I want to do is sold out, will there be another?
A: Our courses are usually one-offs so we cannot guarantee that we will repeat the exact same course again.
Q: I can't make all the sessions, do I still have to pay for the full course?
A: Yes, the course must be paid for in full even if you cannot attend all classes.
Q: I can't attend the rest of my course, can I donate my space to a friend?
A: If the course has not started you can donate your space to a friend. If you have attended one or more sessions you will not be able to donate the remaining sessions to a friend.
Q: I can't attend my course anymore, can I have a refund?
A: All courses are strictly non-refundable.
Got a question we haven't answered? Please get in touch!