We understand that things come up and you'll need to cancel classes from time to time.
Please do this in the same way you booked in; either via our Momence booking software (Momence app or website), by telephoning the studio (make sure you speak to someone to guarantee a cancellation) or by visiting the studio.
If you do this 24 hours before the class starts, you keep your credits. This is because there is ample time to fill your space.
If you do this less than 24 hours before the class starts, you lose your credits. This is because it's difficult to fill your space 5 minutes before for example!
If you do not cancel at all you will lose your credits and be charged a £10 'no show' fee. This is because no one was able to fill your space and we will have ended up with empty mats/TRX's/Springboards. In some cases the class will have appeared full and therefore others will not have booked.
If we cancel a class for any reason, you will keep your credits and/or we will extend your pass accordingly.
UNLIMITED MEMBERSHIPS:
For those with unlimited credits, you are charged £2.50 for every late cancel. This is auto charged by the Momence system.
Any no shows are charged at £10 from the first instance.
Private classes have a strict 24 hour cancellation policy. If you cancel more than 24 hrs before your scheduled session you will keep your credit. If you cancel less than 24 hours before your scheduled session you will lose your credit.
This cancellation policy is in place to protect our freelance teachers as, if they set aside time to teach you, they cannot make that time up elsewhere even if someone else has requested their services. Equally, if your class is at the studio, no other bookings can be put in at such short notice and therefore the space is left empty.
Exceptional circumstances MAY be taken into account but this will be entirely dependent on the teacher and studio management staff.
Cancellations can be made via the Momence app/website, calling the studio (and speaking to someone not leaving a message) or emailing the studio.
If you find your pass is running out before you can use up your credits, you can pay £20 to extend for 1 month. You can only do this once per pass and you need to do it at the studio/over the phone.
Especially for quieter classes like Pilates + Yoga.
Please wipe your shoes on the welcome mat before going into the studio.
If you want to discuss your injury with your instructor then please aim to arrive early enough to do so. The instructor will always ask at the start of class too.
Sometimes instructors need to set up the room or go through some of the moves they are going to teach you.
We are here to help and aim to treat you with respect and courtesy at all times. Equally, we expect our staff to be treated respectfully at all times by those who use our services, or visit our shop. We do not accept harassment or intimidation of our staff nor do we tolerate behaviour that is in any way discriminatory.
